A culture shift is happening at NetBiz.com. We recently launched a new NetBiz community for our customers at NetBiz-Community.net. We are hoping that by giving our customers a place to discuss the good, the bad, and the ugly, we will be able to show our customers how much we care about their needs. We plan on taking the feedback we get from the NetBiz Community and applying it to our business practices. Not that we haven’t had customer concerns as a primary focus before, but now we have a way to open up that feedback to a public conversation. It’s a little scary for us, but this will impact NetBiz in a major way and we are really excited about it. Here are some of the possibilities for how this will affect NetBiz.
The Conversation
The biggest impact that the NetBiz Community page is going to have is opening up interactivity. We’re all very busy here (as are you if you’re a small-business owner), but we want to make the ongoing discussion a higher priority. We are committing staff (read: me, for now) to listening and responding to what people are saying about us online. We want you to know that we care and we respond to your thoughts, praise and critiques. While it takes time to integrate community and social media throughout NetBiz, we have the commitment from our CEO down to focus on what our customer community is saying. We hope that you’ll stick with us as we learn how to do it.
Sales
NetBiz has always been a sales-centric organization. Our salespeople are hard-working, cold-calling, closers. They’re the primary way that we bring new customers into NetBiz, and we’re proud of their accomplishments. We also realize that we have room to grow in how we train our sales floor. The NetBiz Community page gives us an opportunity to get feedback from our customers on their interactions with our sales people. In a recent customer satisfaction survey, we discovered that while a large number of our customers feel that our sales staff is respectful and understanding, and that they take the time to clearly explain our services and policies, we have some opportunities to do better. The community page is part of our response to that opportunity.
Customer Service
We understand that sometimes you just want a quick answer to a question without having to pick up the phone and dial a number. While our hard-working customer service staff will always be here for you (888-847-2226), we wanted to make it easy for you to get quick answers to common questions: You can now search the community page for your answers. In addition, you can see how other NetBiz customers are reacting to challenges as they arise, as well as our own responses to those issues.
Success Stories
It’s easy to find negative stories about companies online. Stories of companies getting punked by social media are rampant. Many of the companies that are having success in today’s environment are finding ways to empower their customers to share their successes. Our community page makes it easy for customers to share positive experiences as well as raise issues, and we plan on encouraging our customers to do that.
Development
The products and services we offer are ever-evolving. The Internet moves and changes rapidly and we are moving with it. We want to hear what you have to say and then mold our products from that feedback. From Search Engine Placement to our Semi-Custom Web site designs, we want to know what you like and what you don’t so we can continue to create a great product for you.
Please visit NetBiz-Community.net and let us know what you think!
