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Customer Service Best Practices on Social Media

Customer Service Best Practic...
Generally we think about customer service going through direct communication channels such as telephone, in-store, live chat, and emails. But what about social media? Can it become a channel for customer service communication?

I say why not?

There are 1.7 billion users on Facebook, 400 million users on Instagram, 320 million on Twitter, 300 million on Google+ and 100 million on LinkedIn. We all have accounts on many of these so it is safe to assume there are at least 1.7 billion people communicating on social media. The world population is 7.6 billion so it is safe to say 1 out of every 5 people in the world has one or more social media accounts. Which makes it unwise and unrealistic for modern businesses to avoid social media interactions with their customers. If companies want to grow and reach more people, they must connect and get feedback from current and potential customers via social media.

Check out these helpful tips for good customer service practices on social media:

Don’t avoid social media.

As stated earlier, you cannot avoid social media today unless you are happy with stagnant growth. Assuming every business would like to grow and give good customer experiences, business-to-customer social media communication is a MUST today.

Don’t ignore negative posts.

We all hate negative feedback and customer complaints, but it is possible to turn it around. We all make mistakes but how we deal with it matters the most. Negative feedback and complaints can turn into a positive experience if you handle it with grace and sensitivity.

Be genuine in your communication.

When dealing with tough issues, don’t lie or try to cover anything up. Be genuine and make sure you follow up. Even when posting commentary on social media, customers can tell if you are genuine or not.

Be quick to respond.

In today’s digital era, people want things quickly, which is also true for getting answers and responses. So when you see a post or private message from a customer, make sure someone from your customer service team answers as soon as possible.

Respond no matter what.

Even if you don’t have an answer to the question or response to a customer post, respond quickly just to say you will look into it and get back to them asap. No matter what, the customer wants to be recognized and know that someone is working on it. All you have to do is say we heard you, and will get back shortly!
#PSPinc #Blog #OnlineMarketing #SmallBusiness #Marketing #SocialMedia #CustomerService

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New Silkroad Wine & Spirits Website

New Silkroad Wine & Spirits ...
Silkroad Wine and Spirits, Inc., a customer of PSPinc, recently updated their website! This beautiful website was designed by Silkroad Wine and Spirits and lets their customers easily browse their inventory.

You can visit the new site here:

If you think your business would benefit from a responsive website, or you just need a site built on an easy to use CMS so you can update it yourself, contact to get started!
#Blog #pspinc #webdesign #silkroadwineandspirits

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Happy Customers make Great Brand Ambassadors

Happy Customers make Great ...
A “brand ambassador” is someone hired by a company to positively represent their brand in the market. The brand ambassador’s job is to spread the story of the company and create more brand awareness within ads, events, trade shows, etc., and often times, large corporations try to hire public figures to be that important, influential representative.

For example, Leonardo DiCaprio is a famous TAG Heuer watch ambassador, Ciarra a Revlon ambassador, and Will Smith’s daughter, Willow Smith, is now an ambassador for Chanel.

Not all of us have the economic means or connections to hire such well-known public figures to represent our companies, but in these modern times you should consider every customer and follower of your business a potential brand ambassador.

A happy customer can spread the word about their experience and represent your brand by telling the story of their interaction with your company. Whether it’s their transaction experience, or their satisfaction with the quality of the product you provide, there is always a story to tell.

Because of that, you need to make sure you treat every transaction, every interaction, and every communication with your customers or potential customers in a consistent manner that represents your company well. To achieve the consistency of such interactions, it is important you write down some of the basic values you desire within your business operations.

For example, at PSPinc, some of our values are “professionalism” and “courtesy.” We make sure we treat our customers in the same manner we would like to be treated, as we guide them to new technology. If we successfully communicate to our customers with professionalism and courtesy, they will surely tell others about their experience with us, and how well they were treated – positively representing our brand in the marketplace.

So what are your company values? How can you use them to communicate consistently better with your customers and create memorable interactions? Think about the story you want your brand ambassadors to spread about your company, and work to make that a reality.
#PSPinc #Blog #Brand #BrandAmbassador #CustomerRelations #CustomerService #OnlineMarketing #SmallBusiness #Marketing

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Using CRM tools to create Customer Relationships

Using CRM tools to create Cus...
We often forget that the marketing and selling a product or service is only the beginning of a relationship with our customers. Just like your own personal relationships, knowing your customers better will equip you with a more fruitful relationship. So, ask yourself these questions: How well do you know your customer base? How well do you know their opinions, desires, or behaviors?

To achieve the answers and better understand their customers, many businesses try to keep track of transaction history via Customer Relationship Management (CRM). CRM is a tool to keep all the history, interactions, and other useful information such as birthdays and anniversaries, within records so the company can coordinate more personal interactions with customers.

Do you have a rewards card from a supermarket? This is a kind of CRM.

With the rewards card, companies keep track of your purchase history and patterns to learn more about you. Right now the benefit of having a rewards card is getting the extra discounts, but in the near future I bet they will offer you more personalized discounts tailored to your shopping behavior. You may have already noticed the personalized coupons that get printed at the check stand upon checkout – for the product(s) you’ve purchased before, or even that day. I’m willing to bet grocery stores will come up with even more specialized “just for you” type discounts and transaction opportunities very soon.

CRM data can be far reaching and that is why it’s also known as “Big Data.” Data curation can come in the form of things like cellular phones, rewards card programs, credit card information, or your email habits, so businesses can capture information that allows them to have a more personal relationship with you. It’s how they get to know their customers.

In the 80s and 90s, the popular business trend was to be big - larger retailers with bigger selections and more purchasing power. Today, the trend is opposite – to be more compact and personalized. As we’ve learned from Web 2.0 technology, the younger generation seeks their own empowerment and individualism. CRM will allow us to provide that one-to-one close relationship between customers and businesses so businesses can treat each and every customer as an individual instead of just a number.

CRM gives companies of all sizes the power to deliver the personalized relationship today’s customer will appreciate.
#PSPinc #Blog #CRM #CustomerRelations #OnlineMarketing #SmallBusiness #Marketing

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How to Stay Connected to your Customers

How to Stay Connected to you...
Many smaller businesses will have one interaction with a customer, but after the transaction is complete, customers go their own way and forget about the company. An important piece of customer retention is communication and reminding the customer what you can do for them. As mentioned in our previous article, with the omnichannel approach, today’s media allows for a variety of ways to keep the business-to-customer relationship going strong.

Here are some easy ways to stay connected with your customers:

Follow-Up Email

Following up with customers via email is easy. If they ordered online, it’s likely you already have their email address. Following up after the transaction to ask about their experience is not only a nice touch, but also an easy way to reinforce your brand.


In your follow-up email, ask your customers to subscribe to your e-newsletter where you can update them on new products, tips or promotions. The key is to send the newsletter on a consistent schedule, but not too often. Once or twice a month is a good amount.

Surprise Offers

Everyone loves a good surprise so why not offer one to your customers? Unexpected discounts, “just for you” type of specials, and birthday discounts are some of the ideas you can expand upon to surprise your customers with a “unique” offer. Making them feel extra special never hurts.

Social Media

Facebook, Twitter, and Instagram keep you connected with customers and grow your followers. We recommend you mix in some fun, funny or lighthearted social media posts that your customers may enjoy, like, or even share. Photos of pets in the office, a fun trivia fact, or good advice on your products or services – things like that should go over well. Remember not to make your posts too long on social media. Videos and photos are usually a good means to deliver your content.

Request Help

Engaging your customers by asking for participation is always a good idea. You can ask them to post images of your products on social media, or give reviews on Google+, as an example. Perhaps you can do a giveaway or a contest. Customers who participate create a great deal of buzz marketing for you for free. If you deal with negative feedback or reviews genuinely and sensitively, those too can turn into something positive.
#PSPinc #Blog #SmallBusiness #WebMarketing #OnlineMarketing #SocialMedia

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The Omnichannel Communication Approach

The Omnichannel Communicatio...
Modern communication channels have us talking with businesses via websites, email, and more recently texting, messaging and social media. Welcome to the 21st century communication approach called “omnichannel.”

According to, omnichannel is “a cross-channel business model that companies use to increase customer experience."

Before the internet, brick and mortar retail stores or mailed catalogs along with customer service hotlines were the means to make a purchase. With the introduction of the internet and digital commerce, we now have a variety of ways to place our orders and communicate with retailers.

In the 90s, we used to call into the bank to see if a check had cleared from our bank account, or to check our balance. If we didn’t call in, we had to physically go to an ATM to get the same information. Today we can login to the bank’s website, or install the app on our smart phone, and easily initiate transfers, deposits, withdrawals, or even pay bills online.

The new conveniences for banking and doing business online has made for a highly accelerated rate of e-commerce. With faster transactions but less human interaction, communication with the customer needs to keep up, hence the need for omnichannel.

Companies may choose specific channels to communicate with customers based on the need for more or less communication, what their client demographic responds to, and so on. Omnichannel will look different for different types and sizes of companies. But for the sake of customer satisfaction and the customer’s desire to get information promptly, having a variety of communication channels is a safe bet regardless of your company model.

Starbucks Coffee is one of those companies who has been investing a lot in omnichannel. With the prepaid card, to a mobile app, Starbucks has been trying to demonstrate and deliver the coffee experience digitally to enhance the in-store experience.

Not all of us have a Starbucks budget and resources, but utilizing channels such as text messaging and incorporating it as a means to communicate with customers is much easier today with more tools available to small businesses.

So what’s the best way to stay in touch with your customers? The easiest way to think about this is to put yourself in their shoes. What channels of communication does your customer demographic use? Take it from there…and take advantage of having a closer relationship with your customer base.
#PSPinc #Blog #SmallBusiness #WebMarketing #OnlineMarketing #SocialMedia #Websites #Omnichannel

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How a Customer should Experience your Website

How a Customer should Exper...
A good customer experience requires your site to be user friendly with easy-to-find resources and easy-to-take actions. And it’s very important that your website is easy to navigate and functions just as well on all different web browsers and devices. This will benefit your site’s search engine optimization (SEO) as well.

Answer the questions below to find out if your website is optimized for a good customer experience:

Is it mobile friendly?

Having a mobile-friendly website should be a top priority. You never know if a website visitor is using a smart phone, a computer, or a tablet, so you should have your site built with a technology called “responsive design.” If you have not updated your site in the last five years, the chances your site is responsive is very slim, and it may be time for an update. The quickest way to test this is to visit your site using your mobile device. If you have to enlarge the page to view your content, you should contact your web designer (or call us at PSPinc) to ask about getting a responsive website re-design.

Is your site viewable on different browsers?

Internet Explorer by Microsoft, Safari by Apple, Chrome by Google, and Firefox by Mozilla are the top four internet browsers used today. Unfortunately, each browser handles your website HTML codes differently and sometimes the pages will not show well or have broken links. Be sure to check your site (or ask your web designer to test your site) using every popular browser.

How does the site display information on different screen sizes?

Depending on the type of computer (PC or laptop) and display size, a website can appear differently, with more information being displayed on large monitors versus small laptops. As a business owner, your website should display the most important messages, menus, and buttons no matter what the display type and size. Test view your site on varying displays to find out if all the important features are showing up. If you have lots of information you wish users to have at first, you might want to consider videos as well.

Can visitors navigate to other pages easily?

Once users come to the home page of your website, they may want to go to a specific information page right away. How are you placing the menu (or navigation) on your site? In what order do you have your menu? Are you navigating visitors to the pages you wish them to view? Be sure to review how you structure your menu items, how you label them, and where you place them.

How do you tell your story?

The most important thing to remember is the very first webpage people land on gives the first impression for your business. The first impression represents who you are. So how do you tell your story through that experience? Having a clean and straightforward landing page will give a great first impression and a positive customer experience.

If you would like a second opinion, PSPinc provides free website analysis. Contact us and we will take a look at your site and give you valuable feedback at no cost to you.
#PSPinc #Blog #WebMarketing #OnlineMarketing #Websites #WebDesign #SmallBusiness

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How to Gain Customer Trust in your Company

How to Gain Customer Trust i...
If your company isn’t widely known yet, it’s important to let potential customers know you are a legitimate business and you will take care of your customers. Here’s how you can do that:

Show them you’re a legitimate business.

There are so many fake websites in the world, people have begun to question what’s real and what’s fake. To ensure customers you exist and they can trust your website, you should make sure you state your address and a phone number. Not knowing where your company is headquartered adds doubt and may prevent potential customers from taking the action you hope for. On your website, include a telephone number, your business address, and the story or history of your business on an “About us” page, or on your social media site linked to your home page.

Have a means to contact you.

If you do not have a “Contact us” page or a link to contact your business, visitors will hesitate to connect with you. If they don’t believe they can follow up with you for help or questions about a purchase, why would they trust buying from you? Just as it’s important to get your business presence online via social media such as Facebook, Twitter and others, it’s also important to have your contact information out there on each site, as well as on your home page so visitors can contact you with inquiries.

If you want visitors to subscribe to your company newsletter, be sure to have a means to unsubscribe in the email. People don’t wish to get spammed when they are no longer interested in receiving your emails, and it reflects poorly on your company if they start complaining about it or writing bad reviews. Also, if you have an online form where visitors can make inquiries, prepare a privacy statement so they feel safe giving you their information.

State your policies.

Whether you are selling a product or a service, be sure to state your online and offline policies. If you are selling products online, state your policies for payment, shipping, and return procedures. Having these policies and procedures clearly stated will help garner customer trust in your company’s stability and credibility while reducing any misunderstandings that could arise from a customer’s shopping experience.

Larger online companies have very clear statements about their policies. You might want to review some of those to get ideas for your own, however, it would be worthwhile to talk to a legal advisor that can help you prepare statements that reflect specifically who you are and what you do.
#PSPinc #Blog #SmallBusiness #WebMarketing #OnlineMarketing #SocialMedia

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Lessons Learned from a Poor Customer Experience

Lessons Learned from a Poor...
In my previous post, we defined the customer experience. In this article, I want to show you an example of a poor customer experience I had recently so we can all learn a lesson from it.

Two weeks before Christmas I decided to purchase a few items from a company in Hong Kong. The prices were very reasonable and from the photos they appeared to be well-made. I placed my order and then I received a message from the shop the next day that the items would take 2 to 4 weeks for delivery. I asked to cancel the order. The very next day, the store replied and said it would ship the package via DHL that day, so I thanked them and politely asked for the tracking number.

After two days passed, the online status changed to “shipped” and I sent them yet another message requesting the tracking number. They replied that one of the items was sold out and they would not be able to send the package out for 2 to 4 weeks. Remember where we started two days ago?

I requested to cancel the order again and they replied that if I pick another color they could ship my order right away. To make it up to me, they even offered to double the product. I picked another color and thanked them again.

A day passed, and I still had not received a tracking number so I reached out again. Eight hours later, they finally sent me a tracking number. By then we were headed into the weekend, and I went online to track the package – which stated a shipping label had been created, but nothing else. The shipping status sat like that for two more days without any updates.

Three days after I received a tracking number, the system finally gave me an update that a package had been received for shipment. So much for a smooth shopping experience!

Here are the lessons I learned:

1) Keep the customers in the loop.
2) Never promise something you cannot deliver right away.
3) Don’t lie.

Treat your customers the way you would like to be treated – the golden rule of life is also applicable when it comes to providing a good customer experience.
#PSPinc #Blog #WebMarketing #OnlineMarketing #CustomerService

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Understanding the Customer Experience

Understanding the Customer Ex...
Our day-to-day shopping experience is becoming much more removed from any human contact. Even “Live Chat” on many commerce sites are driven by artificial intelligence rather than an actual person on the other end. For this reason, it’s critical that business owners evaluate their “customer experience” to make sure it’s still a pleasing and easy one. Even if customers never actually engage with a human during their purchase experience, it’s important to remember that human emotion is what will make the final purchase decisions.

According to Wikipedia, the “customer experience” in commerce is “the product of an interaction between an organization and a customer over the duration of their relationship.” So, as business owners we should evaluate the interaction we have with our customers as it pertains to three key elements: Customer Journey, Touchpoints, and Ecosystems.

Customer Journey

This is the complete story customers will take away from their experience: from initial contact, through the process and into the future relationship. Almost like laying out a map of before, during and after the purchase took place and identifying the flow of the customer behavior.

To analyze the customer journey is to understand their motivations and interactions from beginning to end. For example, if you own a car dealership, you may map out a customer’s journey by understanding their motivation to buy a car, find out what influenced them to contact you (e.g. commercial, billboard, website), learn about the interactions you had with them (e.g. phone, email, social media) and how long the process took. Mapping out your customers’ journey can help you understand what you’re doing right and where you need improvement.


These are the points in which you present your business to potential customers, and even interact with them throughout the customer journey. It is the varying ways your company displays information to a prospective customer. For example, a retail store window display will be a touchpoint where your brand is represented. A TV commercial for a car dealership, an interaction with a sales person, or a simple e-newsletter you send out to your subscribers are all touchpoints where you are interacting with your customers.

The Environment

Some call this the ecosystem for the customer experience; it’s the space where the customer ends up and he or she can be highly influenced by things like design, features the user-friendliness of a website. Or how about the lighting and ambiance, music and signage within a store or office space. What kind of emotional response will the customer have to these things? Will it be a pleasurable experience for them?

You might think you don’t need these “corporate” lessons because you are running a smaller business, but that is simply not true. Regardless of the size of your business, or type of business, understanding your customer experience, especially if there is very little human contact, is a necessary way to evaluate how well the engine is running.
#PSPinc #Blog #OnlineMarketing #SmallBusiness #WebMarketing

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Larget Minority-Owned Business List

Larget Minority-Owned Busines...
PSP inc has once again made the list for Largest Minority-Owned Businesses. The list is compiled by the Puget Sound Business Journal - PSP is ranked 35th this year.

We are very thankful for the growth we have had in 2016 and look forward to a strong 2017. Thank you for your support and your business.

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