Posts Tagged ‘customer service’
Reputation and Community
Mike | April 29th, 2013A couple weeks ago I wrote a post about building relationships with your customers that are based on trust, loyalty, transparency, integrity, and honesty. While writing the post, I had in mind a project we have been working on at crowdSPRING for well over a year now. The team is really excited that in the next couple of [...]
Lean Business: Do Unto Others*
Mike | April 1st, 2013The golden rule of word-of-mouth marketing: Be nice to thine customers and, lo, they shall be nice to you in return. The mechanical nuts and bolts behind this idea, in social psychology terminology, is represented by the concept of reciprocity. In short it referes to how people respond to a positive action with another positive action. [...]
Small Business and Startups: 3 Essentials for Customer Service
Mike | November 19th, 2012I had (another) bad customer service experience with an airline last week. I know – a shocker. Sometimes I start to think that poor service and unhappy customers are a requirement for the airline industry. That this is a part of meeting some unwritten baseline needed for any entrant in the space. Then I come [...]
Small Business and Startups: Slice & Dice Your Customer Service Data
Mike | October 29th, 2012After every quarter I delve into our customer service data to have a look at a few things: first (and foremost) are we effectively meeting out goal of providing world-class customer service to our community? Next, what is the demand on our system and do we have capacity available to meet it? Third, have we [...]
Is The Only Purpose of Customer Service To Change Feelings?
Ross | October 25th, 2012Seth Godin, in a recent post on his Blog contends that the only purpose of customer service is to “change feelings.” Here’s what Seth wrote: The only purpose of customer service … is to change feelings. Not the facts, but the way your customer feels. The facts might be the price, or a return, or [...]
Startup Tips: Ask Your Customers For Feedback. Then Act.
Mike | October 15th, 2012A few months ago, veteran crowdSPRING Buyers may have noticed something new when they completed wrapup on a project. Instead of just asking them to rate their experience with the winning Creative in their project, we started asking them to also rate us. It’s a simple survey – just 4 questions and a comment box [...]
Labor Day! Let’s Celebrate the Workers
Mike | September 3rd, 2012
“The worst crime against working people is a company which fails to operate at a profit.” ~ Samuel Gompers Most of our posts on the crowdSPRING Blog focus on managing businesses and startups; we often write about best practices, and offer plenty of practical tips for managers. Today is a little different, because in the US, [...]
5 Tips: What Being an Angry Customer Has Taught Me About Great Customer Service
Mike | June 11th, 2012I am notorious. I have, probably deservedly, developed a reputation around the office for being fierce when it comes to customer service. I don’t mean that I direct my savagery towards our own support agents, rather the pain I can sometimes cause customer service agents from other companies. Every so often, I find myself on [...]
Small Business and Startup Tips: Analyze This (a Data Primer)
Mike | May 21st, 2012Our awesome Customer Service Master, Bianca, came to me last week with a simple request: “Let me have more responsibility.” Well it’s not everyday that a member of the team asks for the opportunity to do more, and it’s not every person in the world who expresses interest in learning new skills. We had a [...]
