Posts Tagged ‘customer service’

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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Is The Only Purpose of Customer Service To Change Feelings?

Ross | October 25th, 2012

Seth 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 […]

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Startup Tips: Ask Your Customers For Feedback. Then Act.

Mike | October 15th, 2012

A 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 […]

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Labor Day! Let’s Celebrate the Workers

Mike | September 3rd, 2012 Labor Day New Your 1882

“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, […]

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5 Tips: What Being an Angry Customer Has Taught Me About Great Customer Service

Mike | June 11th, 2012

I 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 […]

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Small Business and Startup Tips: Analyze This (a Data Primer)

Mike | May 21st, 2012

Our 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 […]

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Lean Marketing: Delivering Customer Service via Social Media

Mike | April 30th, 2012

We write often about the power of great customer service and share ideas for how to engage with customers. improve delivery, and analyze your performance in this crucial arena. There are reasonably priced tools aplenty which can help you provide better service to your customers: help-desk software like Zendesk, virtual call center services such as […]

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10 New Years Resolutions For Small Businesses and Startups

Mike | December 19th, 2011

 The new year is fast upon us and it is time for that ritual known as resolution-time! I am not talking about a new resolve to eat lighter and get to the gym 4 days a week. I am talking about business resolutions – specific actions and efforts you should take over the course of […]

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