Find your “teacher customer.”

Berkonomics

Your customers know what they want more than you do. This week’s insight came from personal experience and from a good friend who advanced the notion of the “teacher-customer” years ago. The customer would be the first to receive the new functionality in a new release.

Custom 263

Greatly exceed early customer expectations.

Berkonomics

First customers are critical. Your first customers for any product or service form your reference base, the important group of allies that your marketing and sales people rely upon when attempting to create buzz and make a mass market for a new product.

Custom 263

Social Media, the Customer Service Spectator, or Superstar?

Eric Greenspan

Using social media to increase your company’s touch and reach with each of your customers may be the most important reason to jump in to this game changing strategy. However, if your customers don’t post anything at all, good or bad, perhaps your pricing is too high overall.

Why bother to sit in with customer service?

Berkonomics

Then, when my manager of customer service sent a request up the line asking for funds for equipment or expanded staffing, I would understand the need, sometimes offering suggestions for improvement to try before making the investment. Start by sitting in with customer service.

Custom 170

The Empathy Economy: Emotional Intelligence in Customer Service

Xconomy

The “empathy economy” will help define the new reality of human and machine interactions in the customer service industry. Brand loyalty has been championed by brands like Gucci and Tesla, who have both a dedicated customer base and “fans” who admire the out-of-reach products.

Hulu Opens Up Customer Service Site In Texas

socalTECH

Los Angeles-based streaming television- and video-provider Hulu has selected San Antonio, Texas, as the site for a new customer service center, the company said on Thursday. Silicon Beach companies appear to be been using Texas as a convenient, low cost area for their customer service operations: this week, Santa Monica-based TaskUs also said it is opening up a customer support site in Texas, and Snapchat also has operations there.

Custom 100

MindTouch Picks Up $12M For Customer Self Service Software

socalTECH

San Diego-based MindTouch , a developer of software-as-a-service tools to help companies create self-service, customer support sites, has raised $12M in a Series A funding. MindTouch's software provides customer support search tools, product information, and more to end users. mindtouch venture capital customer self service portal saas

Custom 122

How to Achieve Mind Blowing Customer Service

Eric Greenspan

“Employees First, Customers Next&# is my philosophy and how we roll at Make It Work. During public speaking engangements, when I attend meetings, or when I encounter Make It Work customers. Have you ever heard the term “The customer is ALWAYS right?”

Custom 130

How to Achieve Mind Blowing Customer Service

Eric Greenspan

“Employees First, Customers Next&# is my philosophy and how we roll at Make It Work. During public speaking engangements, when I attend meetings, or when I encounter Make It Work customers. Have you ever heard the term “The customer is ALWAYS right?”

Custom 130

SteelHouse Names Chief Customer Officer

socalTECH

Los Angeles-based SteelHouse , which develops online retargeting and advertising software, has named Rory Mitchell as Chief Customer Officer (CCO) at the company. According to SteelHouse, Mitchell has over 17 years of experience in the area, and was previously at Experian Marketing Services. steelhouse chief customer offier executive retargeting advertising software

Custom 100

Viasat Targets Residential, Business Customers In Services Partnership

socalTECH

Carlsbad-based satellite Internet services provider Viasat is ramping out its efforts to reach residential and business customers, with a new partnership with service provider Perfect 10. ViaSat said the move comes as it ramps up commercial Internet services from its ViaSat-2 satellite. The company expects to launch that service in February.

Custom 100

Customer Support Training | What is excellent customer service?

Tech Zulu Event

Excellent customer service isn’t just something that happens from company to consumer. Customer service starts within a company. We all know about Zappos customer culture and their willingness to stay on a call with a customer for up to 10 hours.

Are you an old school customer marketer?

Berkonomics

Both of these time–honored methods of reaching our customers have worked for as long as there was print and radio–TV to get the message out. Spend lots and not be sure of the return on investment; or spend much less and offer some of the savings to the customer.

Custom 181

BitLaunch Targets Anonymous Users With Hosting Service

socalTECH

Los Angeles-based virtual hosting and virtual private network (VPN) provider BitLaunch says it is looking to cater to users looking to maintain fully anonymous, VPS hosting accounts, by accepting Bitcoin and ten other cryptocurrencies for its service. The company said this morning that its service will provide "full anonymity" for its customers, and also enable people in other countries access to such cloud services as Digital Ocean, Vultr, or Linode.

JustEnough Targets Sales, Customer Service

socalTECH

The firm said its new Mobile Sales Force Automation SuiteApp, built on top of NetSuite, provides access to opportunity/customer data, sales forecasts, and real-time calendar and task management. Newport Beach-based JustEnough Software , a developer of inventory and demand management software for retailers, said today that it has launched a new product.

Custom 136

CrowdStrike Launches New Services Offering

socalTECH

Irvine-based cybersecurity software developer CrowdStrike said Monday that it has rolled out a new set of customer support and services options, to support the deployment of its CrowdStrike Falcon software. According to the company, its Premium Customer Support offering will provide a dedicated technical support team, one-on-one strategic support planning, deployment support, security operations review, and continuous account management.

Service Finds $3.1M In Seed Funding

socalTECH

Los Angeles-based startup Service , a new, on-demand startup looking to channel the frustration and anger of customers not happy with their customer service from other companies, has raised $3.1M The startup, led by Michael Schneider, hunts down businesses after customers complain about them, and brokers a solution to those customer service issues. getservice service customer venture capital angry customers business

Coull Entrepreneurs Get More Customers

InfoChachkie

However, they were expensive to create because they required advertisers to employ full-service media agencies. Coull Offers Advertisers Video Skimlinks. Apologies: an incomplete draft of this article was inadvertently sent out previously via RSS.

Custom 231

VizExplorer Wins New Customer

socalTECH

VizExplorer said the win also included its new premium consulting service. San Diego-based VizExplorer , which develops operational intelligence software used by casinos, reported a win with the Tunica-Biloxi Gaming Authority for Paragon Casino Resort, in Marksville, Louisiana. Financial details of the win were not announced. VizExplorer recently received a big round of funding from Morgan Stanley Expansion Capital. READ MORE>>. vizexplorer software casino analytics paragon resort biloxi

Custom 100

Basepaws Launches Cat DNA Testing Service

socalTECH

El Segundo-based Basepaws , a new DNA testing startup, says it is launching a brand new service which will offer direct-to-consumer DNA testing for cats, providing owners with information about the ancestry and health and habits of their pet. The company is formally launching its testing service at CES next week. basepaws testing service consumer care genetic lifescience

Boingo Updates Customer Service Site

socalTECH

Santa Monica-based Boingo Wireless , which operates a network of wireless access points through relationships with local Wi-Fi providers, told its users Wednesday that the firm has upgraded its customer service site.

Custom 158

My story: Fail locally, one customer at a time.

Berkonomics

In my case as a young software entrepreneur, I had a different approach: Fail Locally, one customer at a time. You just had to be lucky, write reasonably good code and land in an industry with some legs, and of course, treat the customer well. And I would learn customer service.

Custom 245

Your customers are telling you “Wiw Wiw Wiw!”

Berkonomics

Customer empowerment is moving so fast nowadays that many of us are running to just catch up. Blame the Internet for this rise in customer expectations. But don’t close your eyes to the fact that your customers have grown to expect your products or services in the form of….

Custom 207

UNREAL Mobile Targets Disgruntled Sprint Customers, Launches $10 Mobile Plans

socalTECH

Los Angeles-based UNREAL Mobile , a spinout of FreedomPop, is targeting disgruntled Sprint customers who were hoping to take advantage of Sprint's now unavailable $15 per month unlimited mobile service. The new service also will let anyone with an existing CDMA phone activate the service. UNREAL is using FreedomPop's underlying technology to power its low cost mobile phone service.

Mobile 122

RightScale Adds New Customers

socalTECH

Santa Barbara-based cloud deployment software developer RightScale said Thursday that it has added three new customers, bringing its total number of software-as-a-service providers to more than 100. The firm said that Progress, Pearson Education, and Resumator are using its products to deploy and manage their software-as-a-service applications for customers in cloud environments. rightscale cloud computing software deployment customers

Custom 138

Insights: Five Customer-Focused Trends for Companies in 2016

socalTECH

Today's contribution comes from Jaspar Weir , co-founder of Santa Monica-based TaskUs : Customers know what they want. In fact, eighty-nine percent of companies expect customer experience to be the most important factor as they compete for business in 2016, according to research firm Gartner.

Custom 130

SocialEngine Adds Big Customers, Launches Hosted Service

socalTECH

Los Angeles-based SocialEngine , the developer of discussion software headed by Alex Benzer, told its supporters this morning that it has added a number of big name customers, including MasterCard, Shell, Entrepreneur.com, and NASA. The company also said it has quietly soft-launched a new, software-as-a-service, hosted version of its service, SocialEngine Cloud. The new cloud-based service lets anyone create a community website, including discussion communities and more.

Custom 122

Silicon Beach Report for July 22: Birchbox Runs Customer Service Test on Snapchat

L.A. Business Journal

Birchbox runs customer service test on Snapchat, Free Reign Entertainment launches Shattered Skies, and Easypose expands on-demand yoga instruction

Demand 116

Yardi Wins Customer In London

socalTECH

Santa Barbara-based property management software developer Yardi continues to add to its long list of customers, saying late last night that it has added a new customer in London. Yardi said that Triple Point Social Housing will use its Yardi Voyager software for property management, including leasing, tenant services, and accounting operations.

Custom 100

OpenX Names Chief Customer Officer

socalTECH

Los Angeles-based online and mobile advertising technology provider OpenX announced this morning that it has named Tish Whitcraft as the company''s new Chief Customer Officer. Whitcraft was most recently Chief Customer Officer at Tagged, and also was an executive at MySpace/Fox Interactive Media, in addition to serving as an executive at Yahoo. OpenX said that Whitcraft will head up OpenX''s partner services team, which includes support, sales engineering, and customer operations.

OpenX 125

Rackspace Acquires RelationEdge, Adding to IT Customer Management

Xconomy

The deal expands Rackspace’s focus on helping companies use software and computing services, including those of previous competitors. Rackspace paid an undisclosed amount for RelationEdge, a San Diego-based software-as-a-service provider focused on aiding Salesforce users. San Antonio-based Rackspace is building out its portfolio of software-focused customer service offerings, which the company notes are becoming a bigger part of everyday business operations.

Putting the band back together, ExactTarget execs reunite to launch MetaCX

TechCrunch LA

Scott McCorkle has spent most of his professional career thinking about business to business software and how to improve it for a company’s customers. If customers are doing the things i want them to be doing through my product.

Plankk Launches New Streaming Fitness Service

socalTECH

Los Angeles-based Plankk , a developer of custom apps for the fitness and exercise industry, said it has launched a brand new, live- and on-demand streaming service for fitness enthusiasts. According to Plankk, its new service, Plankk Studio , let users access both live and on-demand workout videos from a large roster of fitness influencers. The new service costs $14.99 The service is available on iOS, Android and the web, with other platforms on the company's roadmap.

Canters restaurant royalty raises $9.5 million for Ordermark, a takeout order management service

TechCrunch LA

“I was the guy in the restaurant to pitch whenever there was a service or product,” Canter says. All of these different ordering services began to pop up and each one added more customers and incremental revenue, but each one brought challenges into our staff.”

Using Social Media To Deal With Customer Trolls

InfoChachkie

You operate your business from a small boat in the remote waters of northern Fiji and your customers are spread across the globe, residing in the US, Europe and Asia. How can you protect your company''s reputation when a rouge customer unjustly flames your startup?