Posts Tagged ‘customer service’

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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Small Business and Startups: For Great Service, Speed Counts

Mike | December 5th, 2011

I have written several times about customer service and how important it is for small businesses and startups to deliver it effectively.  Great customer service is about several things: accuracy, honesty, fairness, efficiency, and – perhaps most important of all – speed of delivery. How many times have you sat on the phone listening to […]

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Startup tips: 5 great tools for freelancers (and small businesses)

Mike | October 17th, 2011

What is a freelancer if not a small business? Just like small businesses, freelancers must engage in marketing, manage payables and receivables and other accounting tasks, perform HR functions, direct production, and plan strategy. 1. Planning and strategy. There are lots of great tools and apps out there that will help you to plan and […]

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Small business tips: mobile technology, the iPad, and your business

Mike | October 3rd, 2011

Last week I was struck by a news story that was unusual in several respects. I turned on the news to see video of a small group of rock climbers rappelling down the exterior of the Washington Monument. The sported the typical gear one would expect to see on such folks: harnesses, helmets, ropes, and […]

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The Social Media Police. Really. They’re police.

Mike | August 1st, 2011

For years, hobbyists, police enthusiasts, ambulance-chasers, and thrill seekers have spent hours with their ears cocked listening to police scanner radios. Sometimes these folks do it just for the vicarious thrill that can be found; sometimes they do it because they are fascinated by police procedure; and sometimes they do it as a way of […]

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Small business and startup tips: training day!

Mike | July 18th, 2011

Just like our larger brethren in the Fortune 100, lots of small businesses have training programs for their workers: lectures, classes, role-playing exercises, and motivational speaker sessions. However, most small businesses and startups ignore training programs altogether, or cobble together ad hoc strategies when on-boarding new hires. These differing approaches are sometimes stylistic, sometimes strategic, […]

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Lean Marketing: Customer service strategies for small businesses and startups

Mike | March 14th, 2011

Of the many things businesses can do well (or fail at) none is more important than customer service. Although the marketing textbooks, don’t consider it to be one aspect of a solid marketing plan, this key function should be considered as a part of your marketing and approached the same way you would approach any […]

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Saying “No” To Customers Can Save Your Company

Ross | February 15th, 2011

Many entrepreneurs and small business owners argue that you should always listen to your customers. In fact, the popular lean startup principles advocate listening to your customers and iterating early and often. But listening to customers – and responding to your customers’ suggestions by implementing all or many of them – are not the same […]

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