Ensuring a Great Customer Experience

So I’ve been talking with Frederick over at Rackspace the past few days. Once again, these guys rock. I’m not even a customer…yet. I just respect the way they respect the customer. Frederick asked me, how will you ensure a great customer experience? Well, I’d like to share my response to that question publicly. Everything here isn’t final or will definitely be done all a once.

24/7 Support

Our software is going to run your business, and in turn help improve or maintain the image of your client. If you’re working at 2 AM, we should be there for you. If you need support, we’re going to provide it whenever it is needed. No cutting around the edges.

Town Hall and Community Feedback

We feel everyone should have a voice and be heard. We’re going to offer monthly town hall and feedback conversations in order to improve the software. We’re going to make sure everyone gets a voice from the smallest to the largest customer.

Treat Humans Like Humans

I grew up outside of NYC, and learned the value of hospitality. So many companies are stringent and “by the book”. Well, we’re going to be human and treat you like such. The least thing you need is stress or another “no”. You’re going to go home happy and get an answer. If you don’t, we’ve failed.
Open Office

We’re not going to seem like an unreachable company. Myself, Frank, and other executives are going to be publicly available. I’ll also opening my doors up for “office hours” similar to Wesabe’s CEO. I think this is an amazing move on Wesabe’s part.

Meet Your Needs

Our future product development isn’t going to be made around analytics, pro formas, and MBA formulas (we don’t have MBAs anyway). It’s going to be based around what you need. This company is based upon the misson of making your lives easier in the PR world with our software. We’re going to keep on doing that, more and more.

These are just some of the things we plan on doing. I’d like to open the floor to suggestions. Email me, call me, skype me,etc. If you’re in Miami, we can meet up. You, the customers are our boss. Tell me what you want.

[tags] publictivity, web 2.0, office 2.0, customer support, rackspace, wesabe, service, NYC [/tags]