Posts Tagged ‘support’

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 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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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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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: 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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Masked Vigilantes, Punk Rock, Customer Service and Why Apples Turn Brown

Ross | February 11th, 2011

Our customer service team has answered well over 100,000 questions from customers. As our community has grown (crowdSPRING now has over 120,000 buyers and creatives on crowdSPRING, from nearly every country in the world), we sometimes receive unusual notes from customers. For example, last year, one customer wrote to us with the following opening line: […]

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No more (support for) IE 6

Chris | January 22nd, 2009

As of early March, 2009 we will be phasing out support for Internet Exploer 6 (IE 6). This does not mean you won’t be able to use our site with IE 6. It means that all future improvements and fixes will not be guaranteed to work properly for those still using IE 6 after that […]

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