We recently touched on the importance of customer experience and how companies large and small are tuning into this relatively new business area. However, with the advent of customer experience, we can’t forget about good old customer service. Customer service is a company’s backbone, and plays a central part in any business’s success. Yet, in these ever-changing times, traditional customer service methodologies are no longer making the cut. Customers have higher expectations, there is greater competition in the market, and support is no longer an ancillary entity, but rather an integral part of the customer experience. As consumer demands increase, innovating with the changing atmosphere is necessary. As a small business, it’s the time to up the ante and refresh your customer service strategy.
When starting a new business, the early decisions can make all the difference. This includes choices like how you craft your business strategy or the tools you use to create a professional website, but equally important are the hiring decisions you make.
The policies you have in place from the very beginning will impact how early employees view their roles and responsibilities and will help set the tone for the future of your company. To get you off on the right foot, take a look at these seven policies that you should definitely have established before hiring your first employee.
Today we’re going to talk about one of my personal pet peeves as a brand marketer: the assertion that functionality is what truly wins customers. Or, more simply, that consumers don’t judge a book by its cover.
One would have thought that after Apple came in and crushed the personal computer market that the proponents of the ‘function over form’ argument would have been silenced for good. However, this line of thought seems to have no expiration date. Every time I see a commercial from a company-that-shall-not-be-named comparing its products side by side with Apple products, I can’t help but roll my eyes a little.
However, despite this incredibly deep connection with their subscribers, users revolted when Netflix tried to dramatically increase their prices and fundamentally alter their suite of products. Over the next 4 months, the company lost 800,000 subscribers and its stock price fell 77%.
The Inbox Diaries is a series designed to help busy entrepreneurs keep up with all the latest news in small business, marketing, and social media. I’m scouring my inbox every day for interesting tidbits – so you don’t have to.
This Week’s Stories:
1. Happy National Small Business Week!
This week, May 12-16, is National Small Business Week here in the U.S., and there are still a number of ways to get involved. If you happen to live in one of the four host cities – San Francisco, Kansas City, Boston, or Washington DC – there are lots of in-person events to attend. If you’re not prepared to devote a day to attending, you can still watch NSBW events online.
As you may have heard, the day has finally come for the release of new Generic Top-Level Domains, or gTLDs, on the Internet. Though many are available today, more will be part of a measured rollout over time. According to ICANN, this expansion will take available gTLDs – like .com, .biz, and .org, from 22 to 1400. At the end of this post, you’ll find a great infographic from Webmechanix that gives the details, important numbers, and a partial list of the new TLDs that have been (and will be) released by category.