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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
We’re pleased to be a part of the latest software bundle from appsumo.com. Called the “Start Up” bundle, this one was created with entrepreneurs in mind. In addition to BatchBook, the deal includes some of our favorite wep app friends.
There’s a nice write-up about AppSumo over on TechCrunch today, but in a nutshell: AppSumo works with the best web app companies around to 
offer great deals on amazing services.
And, 5o% of each bundle sale for this particular bundle will be donated to the National Wildlife Federation to help animals affected by the recent Gulf oil spill. We’re aiming to reach $50,000 to donate to NWF.org!
The Startup Bundle includes 6 months of service for BatchBook (reg. $90), MailChimp ($140), FreshBooks ($120) and Formstack($84), plus 100 MOO Mini Cards + free shipping ($25.49). That’s $459 worth of software for only $55!
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Tags: appsumo, entrepreneurs, freshbooks, mailchimp
We’re excitedly preparing to attend to Chicago-based events later this month. The first, Start-up Weekend, takes place June 
25-27 at the Illinois Technology Association. Here, aspiring entrepreneurs get together on Friday to come up with an idea, form teams to build it, and present at the end of the weekend. We love being around folks who are filled with ideas and just starting out (both Pamela and I are on the advisory board for Providence’s own Betaspring accelerator project) so I’m really looking forward to what the teams come up with.
We’re also hoping to sponsoring one attendee, so if you know some one in Chicago who wants to attend, let us know! Be warned, this person will receive our unconditional public support!
On June 26th, we’re also sponsoring Chicago’s first Freelance Camp. Freelance camp is an unconference environment where a bunch of people get together to learn from one another: in this case, people either working as freelancers or building products/services that support the freelance market.
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Tags: batchblue, chicago, Community, freelance camp, freshbooks, mailchimp, moo, small business web
Recognizing our "Most Connected Customer" Brandon Dunlap at the SXSBW Happy Hour
In preparing for the launch of the new Small Business Web Directory and for the SXSBW (South by Small Business Web!) party that we co-sponsored at SXSW last week, we came across someone who we think just might be our “most connected” customer, Brandon Dunlap from Brightfly, Inc. Brandon uses several of the Small Business Web members applications to run his business.
We were delighted to bring Brandon to the party as our Special Guest of Honor and showered him with all sorts of hip and useful schwag from the thirteen sponsoring companies of the party.
Here’s Brandon’s story:
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Tags: batchbook, freshbooks, mailchimp, small business, small business web, SXSWi
You may have noticed the increased excitement around BatchBlue recently. We’ve been working on some new efforts and tonight we are announcing the launch of the BatchBook as a part of the Google Apps Marketplace, Google’s online storefront for Google Apps products and services. BatchBook is part of a diverse group of applications that will now be available for sign-up directly within all Google Apps customer’s accounts.
This marketplace represents an exciting new era in the world of small business management. Google has long been a leader in providing easy, affordable, reliable applications such as Gmail, Google Calendar and Google Docs for small businesses to use to run their businesses. With the launch of the Google Apps Marketplace, Google is now making it that much easier for their customers and all small businesses to find, set up and maintain their own grab bag of business applications without the overhead of IT installation and maintenance.
Why we love the new Google Apps Marketplace:
- It’s easy for small businesses to set up all of their applications at once.
- It is safe, reliable and very affordable.
- The integration between Google Apps Marketplace vendors means better results and less work for small businesses.
- The high caliber of companies in the Google Apps Marketplace means we know our customer’s are in good hands.
- We got to work with THE Google.
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Tags: freshbooks, google, google apps, google marketplace, mailchimp
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