Gold medal with ribbon

Customer experience (CX) has become a hot topic over the past few years and with good reason. Superior customer service is no longer a primary requirement for attracting and retaining customers. The customer’s experience must be stellar, memorable, and positive in order to provide the traction previously supplied by white glove customer service. How the customer is left feeling dictates their impression of a brand and impacts whether or not they will return to the business. “When people make purchases today, they want that purchase to make them feel a certain way,” says Daniel Newman, President of Broadsuite.


Small Business Exposure Vector

Getting off the ground as a new small business is a challenge all its own. Sure, you’ve got great products and a solid business plan. You’ve got the passion and the drive to succeed. But marketing your small business is absolutely vital for sustained growth, and especially when you are just starting out. You simply can’t expect customers or clients to find you unless you’re getting your business in front of them.

Here are a few tips each new business should consider for getting that exposure:


Coding Vector

About a month ago I attended the OWN IT Summit at Georgetown University. The emphasis of the one-day conference was on how women can “own it” in any industry of interest by facilitating conversation between female leaders and millennials. The brilliance of the program is that it is fully administered by the undergraduates at Georgetown.

During the ‘Innovation Panel’ held between columnist Kara Swisher, fashionista Maddy Maxey, former eBay CMO Richelle Parham, and technologist Anthea Watson Strong, they mentioned an all-female hackathon occurring in the DC area.


10 Step Business Plan Infographic Screenshot

All entrepreneurs start out with a vision; a vision for a fantastically successful business that makes a difference.

But to make that vision a reality, having a clear business plan to reach your goals is essential.

To help you, Washington State University created an infographic that guides you through creating the perfect plan for your business.

The graphic outlines key questions to ask yourself before searching for investors, applying for business loans, or trying to improve your existing business.


Growing Your Startup Infographic Mashable

Attempting to establish a startup takes courage, determination, and a slight leap of faith. To run a successful startup, it takes hard work, perseverance, and a lot of luck.

Statistics show, of the 514,000 new business owners in 2012, only 18% will succeed in their first venture. Those who are brave enough to try for a second or third venture see their success rate rise to 20%.

So why are so many business owners willing to take the plunge?

68% believe the odds of their business succeeding are better than others in their sector. And with such a positive attitude, they are more likely to stick it out to see success.



Today’s post comes from Webs’ Lead Analyst, Alex Mitchell.

In today’s tech-enabled world, there are hundreds of startups and established companies trying to simplify the way businesses collect money Online and Offline from customers.

In the blog, we’ve talked about specific Online payment solutions and tools for business owners with something to sell, but we believe it’s time for a definitive top 5 list of the best Online and Offline payment solutions.

Before we dive in, it’s worth noting that solutions on this list may be better or worse options for your particular business based on your product, sales volume, or number of employees/locations.



Today’s post comes from resident startup enthusiast and Webs’ Lead Analyst, Alex Mitchell.

One of the hottest new trends for small businesses/startups is the use of Incubating or Accelerating organizations to supercharge growth by attracting significant media attention, connecting with experienced advisors, and obtaining funding from investors.

In the past, we’ve talked on the blog about important networks you can use to promote your small business from both an Offline and Online perspective. Before we dive in here, it may be worth giving those posts a quick read to understand how Incubators and Accelerators can fit into your overall networking strategy.


This is the time of year when those fledgling New Year’s resolutions are put to the test. The holiday momentum is starting to wear off, and the realities of day-to-day life are settling back in. One of the reasons resolutions often fail is that people tend to overreach. If your daily life has been sedentary for years, the chances that you’re really going to start getting up at 5am and running 10 miles before work are pretty slim. The key to success for most people is to start with a realistic goal that you can achieve, that fits into the life you already lead.


Today’s article is a guest post from Greg Ciotti of Help Scout.

Great customer support should always be available, even when you are not.

In other words, sometimes the best thing you can do for your customers is to simply get out of the way.

This is a trend we’ve seen take over in 2013, and I’m confident that next year will see continuing adoption and recognition of the sincere usefulness of self-service.

Why? So many aspects of business and commerce are moving online, and with this 24-hour customer base (that spans the world over), it’s impossible for small companies to have live options for support all the time.


Earlier this week we talked about which factors people use to gauge their success as a small business owner. Today we’re going to look at a great to measure the success of the business itself. It’s called the Net Promoter Score (NPS).

If you’ve not heard of it before, the NPS of a business is measured with one simple question posed to its customers: “how likely would you be to recommend this business to a friend or colleague?” The respondents’ answers fall on a scale of 1 to 10, and are then grouped into 3 categories – Promoters (9-10), Passives (7-8), and Detractors (6 or below). To make it simple, you disregard the Passives, and then subtract the percentage of Detractors from the percentage of Promoters, and that number is your NPS. Sometimes expressed as a percentage, sometimes as a score.



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