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When is the last time you were truly delighted as a customer? We asked ourselves this question during a recent customer experience brainstorming session. One BatchBluer had been given a free cookie after she bought her daily lunch from our L’Artisan, our favorite local deli. Another had received a card from a store on his birthday. And the experience that stuck out for me was when I mentioned to the manager of clothing boutique Clad In that I had lost a necklace I recently purchased and she immediately gave me another one, free of charge.
In each of these examples, they were all little things, but they were all unexpected. The merchants at these various small businesses did something extra that resulted in a positive experience for their respective customers. So we started thinking – what are some other ways we could really wow our customers and show them how much they mean to us? We came up with a pretty good list, so as we would with a box of chocolate or other delicious snack, we thought we’d share.
1. Provide an experience, not just service. We call the folks who help our customers the Customer Experience team, not customer support or customer service. That’s because our team does more than answer questions: they play an active part in educating and empowering our customers on how to best use our product via webinars, providing 1-on-1 onboarding sesssions, writing blog posts and much more. You want your customers to have a good experience with your company so you should actively work to give them one.
2. Shout your customer love from the rooftops. We know our customers are awesome and we want others to know as well. When we see someone doing something exceptionally cool, we’ll reach out to them and ask if they’d like to be featured in a case study or a blog post. We have a whole website section called BatchMakers that’s devoted to people who are using our API. Think of ways you can shine the spotlight on your customers. Whether it’s on your website or a picture on a bulletin board in your shop, people love to be recognized for what they do.
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Tags: batchblue, Customer Service, freshbooks, mailchimp, small business, Social Media
If there’s one thing we’re all completely obsessed with at BatchBlue, it’s donut cakes. We’re equally obsessed with is providing stellar customer service to our customers. That’s why we provide free on-boarding, host weekly online training sessions and webinars, are active on social media spaces like Twitter and Facebook and are always at the ready to help trouble-shoot issues or find exciting new ways to use our social CRM product, Batchbook.
It’s easy to forget sometimes that there are people behind the scenes when you’re dealing with an online company. We happen to think we’ve lucked out and hired some of the best folks out there, both at their jobs and just as general human beings. They know their tech, they’re great communicators, amazing problem-solvers, smart, funny and dare we say good-looking!
Because our Customer Experience team is so awesome, we thought it was time to give them the credit they so richly deserve. See the beautiful faces behind the emails and learn a little more about the folks behind computer screen on our new Customer Experience page. We think you’ll agree that they are the true superstars of the company.
p.s. Know any other customer service superstars? Have them apply to join the team! We’d love to meet them.
Tags: batchblue, Customer Service
It’s summertime and that means many BatchBluers have been taking a little time off to spend with family, go camping, splash 
around in pools and relax just a bit before the mad crunch of our Super Secret Fall Launch. That doesn’t stop folks from writing about us (in fact, judging from all the press we received in recent weeks, I should go on vacation more often!)
Here are a few links to some recent articles in case you saw one of us at the beach and want to make sure that yes, there is still work getting done around BatchBlue headquarters…
Award winning software AND software builders!
We are delighted to have been selected as a Rising Star by CRM magazine as part of the 2010 CRM Market Awards. This prestigious event is attended by some of the biggest names in the CRM space: other winners included industry analyst and author Brian Solis, Facebook founder Mark Zuckerberg, and companies like FourSquare, Radian6, Salesforce and IBM. We’re proud to have been chosen as representing “SMB meets social—in a very good way” by this organization. See the complete list of award recipients.
Speaking of winners, our very own VP of Technology Sean Ransom received his 40 under Forty Award at the International Tennis Hall of Fame in Newport, RI. A good time was had by most all of the BatchBluers (a couple of our crew couldn’t make it) as we celebrated Sean’s specialness with delicious drinks and food. Congratulations again to Sean on his achievement!
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Tags: Community, Customer Service, small business
Now that the weather’s finally getting nicer, more people heading outside to do their thing. A pleasant way to spend some time might be to grab your laptop and head outdoors, fire up the wi-fi and ice up a glass of coffeemilk to check out some recent BatchBlue press. Relaxing AND informative!
BatchBook & Google Apps Marketplace
Our big news of the month was that we were one of the 50 companies selected to launch in the new Google Apps Marketplace. As one of only two New England companies selected, we were excited to be a part of it and our local Providence Business News was there to cover our big moment.
Our friends at Small Business Trends also wrote a post on the Google Apps Marketplace launch, “Getting to Know the Google Apps Marketplace“, which gives a nice overview on how the services there can benefit SMB owners.
Small Business Web Directory
We launched the new version of the Small Business Web Directory at SXSW last month, which a quite a few folks wrote about. There was great write-up in Inc. magazine by Howard Greenstein, who was nice enough to attend our SXSBW party in spite of being sick.
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Tags: batchblue, chris brogan, Customer Service, google, google apps, google apps marketplace, google marketplace, ReadWriteWeb, small business trends, small business web, WebWorkerDaily
Webinars make your fingers go faster!
You may have had the chance to work with our amazing Customer Service and Onboarding Specialist Stephanie Sweeney. Did you know that she also runs our Webinar program? At least twice a month, Stephanie provides free online training on how to better use BatchBook to run your business. Recent topics include “Using BatchBook for Fun & Profit”, “BatchBook for Sales” and “The Small Business Webinar”, which looks at how BatchBook integrates with some other cool small business web apps like MailChimp, Freshbooks, Zendesk and Shoeboxed. And there’s always a Q&A session at the end, so you can ask specific questions that you may have about how you’re using BatchBook.
Register now for today and next week
The schedule can be found on our Onboarding page, but I’ll save you the click. Today at 2pm ET we’ve got “Using BatchBook for Fun & Profit” (which is kind of our BatchBook 101) and next Thursday, January 28th at 2pm ET is the very popular “Small Business Webinar“. Click the title of the session to register.
We encourage you to check out a webinar if you haven’t had a chance to. If you can’t make it, we have some recorded and posted on the Onboarding page for viewing at your leisure. And we will be adding more in upcoming weeks.
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Tags: batchbook, Community, Customer Service, training, tutorial, webinar
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