Posts Tagged ‘customer service’

Customer Service: The Difference Between Empathy and Sympathy

Ross | December 16th, 2014

Most customer service teams respond to customers with sympathy. A sympathetic response could be: “I’m also unhappy with the way that product works.” Sympathy is rarely an ideal response to a customer’s problem. Instead, show empathy. Empathy allows to you be professional and caring at the same time. It also allows you to avoid becoming […]

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Small Business and Startups: Customer Service Marketing Manifesto

Mike | November 3rd, 2014

I’ve written and spoken often about how customer service for us is a marketing tactic and how we view our customer service as a part of our marketing department. It’s simple – great customer service begets great customer satisfaction which begets great word of mouth. But there’s is another layer to this strategy that is […]

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Small Business Tips: 5 Steps to Building Great Customer Relationships

Mike | August 4th, 2014

You started a business and slowly, surely you have been acquiring new customers. They buy your products, they pay their bills. And they bring you their problems. Not the kind of problems they share at home with their spouse or on the couch with their shrink. Rather they share the problems they have with whatever […]

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Small Business and Startup Tips: Enjoying Your Customers For Profit and Fun

Mike | May 12th, 2014

When a customer walks through your door, be it a bricks-and-mortar door or a virtual one, it is paramount that they be greeted and feel welcomed into your business. Not just making them at home, or perhaps offering a little espresso, but rather making them feel that you are there to help them, to answer […]

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Customer Service and a Culture of Helping

Mike | November 4th, 2013

“Thanks for contacting us with your question.  We’ll reply within 3 business days.” When people discuss the “helping” careers, they are usually referring to honorable fields such as social work, teaching, and psychotherapy. Rarely does selling shoes come into the mix. Yet Zappos has built an online empire, growing in little more than a dozen years […]

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Welcome Zack Shornick to crowdSPRING

Ross | August 15th, 2013

Last week, we announced that we were looking to add another person to our customer service team. We described the position and reminded applicants: Oh yea. . . one more thing? Your assignment is to read this blog post before you apply; believe me, we’ll know if you did! http://blog.crowdspring.com/2011/03/tips-for-small-business-dear-applicant-please-show-me-what-i-need-to-see/ I stopped reading resumes a […]

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Reputation and Community

Mike | April 29th, 2013

A 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 […]

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Lean Business: Do Unto Others*

Mike | April 1st, 2013

The 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. […]

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Small Business and Startups: 3 Essentials for Customer Service

Mike | November 19th, 2012

I 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 […]

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Small Business and Startups: Slice & Dice Your Customer Service Data

Mike | October 29th, 2012

After 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 […]

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