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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 on a bit of a roll with launching revamped versions of integrations in Batchbook. First it was MailChimp and now it’s on to something very near and dear to our hearts: social media.
This is a major revamp to how we integrate social media in Batchbook. We’ve both revamped Twitter and Linkedin and added full Facebook support. Let’s take a look at some screenshots of the new integrations. We also have a great screencast at the bottom so you can see it all in action.
First let’s take a look at Twitter:
Build social media activity into your workflow
For each service, we’ve added a more complete profile to your social media supertag. You’ll now see “cards” for each connected account. On Twitter you can now follow, retweet, favorite and/or reply right from Batchbook. You can also save the individual tweets as Communications or To-Dos. Turning Tweets into actionable items is a fantastically useful way to bring social into your everyday Batchbook workflow. (more…)
Tags: batchbook, facebook, integration, linkedin, social crm, Social Media, twitter
We have been loving the Flowtown integration and have been looking for more ways to leverage the information we get back from Flowtown in BatchBook.
We’ve received some ideas from Twitter as well as a very thoughtful blog post from our customer Hugh Macken. They all agreed on one thing: Add Klout!
Klout, for those who don’t know, is a great tool to measure a persons influence on the social web. Influence is measured on many different fronts including followers, friends, total retweets, etc. You receive a Klout score from 1-100 with 100 meaning you basically rule the social web.
Flowtown gives us this score but until today we were not displaying it. Now, if you are using the Flowtown integration, we populate the score into your social media supertag:
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Tags: batchbook, flowtown, marketing, social crm, Social Media
I recently did some customization of the BatchBlue fan page on Facebook. We thought it would be fun to have a little give-away for our friends on Facebook, so I added one of our very own BatchBook Custom Forms to our page. Now, when friends sign up on our Facebook page, their information is magically transported to our BatchBook account so we’ll have all the important information we need to notify the winners.
One of our super smart customers, Alex Webster, outlined the steps for adding a BatchBook form to your Facebook page in our forums and I thought I would share some steps and screenshots here for you.
Step 1:
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Tags: facebook, forms, Social Media
As fans of diversity and champions of doing your own thing, BatchBlue has always loved the idea behind MOO cards, a company that lets you create business cards using your own images. Who says business cards need to be boring? Certainly not MOO, who display the many different ways their customers have used their product to create funky, artistic stand-out business and calling cards in a Flickr group.
Our new MOO cards!
BatchBlue’s latest batch of MOO cards feature Twitter quotes from some of our happy customers. What better way to show off how social our CRM BatchBook is than by displaying some of the nice things people are saying about us on Twitter!
Backstage at MOO (Providence, RI)
Since we’ve been customers for a while, we were thrilled when MOO opened an office right in our hometown of Providence, RI. A couple of weeks ago, Pam and I had a chance to stop by to say hello to our MOO Crew friends Lisa Rodwell and Rebeka Fluet and get a tour of MOO’s new(ish) facilities. If you’re a MOO fan like us, you’ll enjoy this behind-the-scenes look at what goes into making the coolest business cards around!
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Tags: batchblue, Social Media, twitter
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