New York SBDC Research Network

Why are we as consumers so captivated by stories of great customer service? Perhaps it is because they serve as a much needed reminder that there are companies (and amazing support reps) who still care about their customers. Every company says that their customers are their #1 priority, but stories show us that many businesses are ready, willing, and able to go the extra mile for each and every one of their customers. As Benjamin Franklin would put it: “Well done is better than well said.” Read more at: Entrepreneur

There’s something gutsy about starting an app or creating a product to solve a problem you wish could be solved for you personally. Not only are you seeking out a solution to your problem, you are inventing the solution itself. With the creation of the MomCo app, Jillian Darlington did just that. MomCo brings mothers together for playdates and friendship, connects them with local businesses, gives them access to forums, and keeps them in the loop on local events. Learn more at: Bplans

If you’ve ever been told that you could make easy money and it sounds too good to be true, it probably is. Pyramid schemes often sound like enticing business deals, but fraudsters may use this “business model” - to take advantage of you. Before you invest your time and money, it’s important to ask good questions and do some research on the company. Here are some typical characteristics of a pyramid scheme: Emphasis on recruiting No genuine product or service is sold Promises of high returns in a short period of time Easy money or “passive income” (money you earn without doing anything) No demonstrated revenue from retail sales Find more information on identifying pyramid schemes and how to protect yourself at: investor

Like most other community radio stations, Radio Boise is a not-for-profit organization. While there is a small paid staff of seven people who help run the station—both part time and full time—the deejays are all volunteers. There’s also a small group of steadfast individuals, including community members, who help keep the station up and running. In 2003, when Radio Boise was in its infancy and only just banding together as a team of like-minded individuals, it was known as the Boise Community Radio Project. It wasn’t until 2011 that the station actually went live on the FM airwaves. 1. Volunteer organization is challenging It’s kind of like herding cats. That is, you have to accept contributions in bite-size proportions. Continuity is often obtained via chains of volunteers, as opposed to leaning heavily on individuals, for example. That being said, the leadership team that makes up any organization is extremely important, and Radio Boise is no different. Here are a few import

Interested in networking and learning from others? Tuesday is CX Day, a day full of live and online events devoted to learning from customer service innovators and sharing strategies. So whether you need help justifying the importance of customer service training or just need to sharpen your company's customer service skills, there's something for you. View a full list of live and online CX Day events at: cxday

When most marketers and business owners think about the advantages of social media for their business, they think about attracting new customers to the business. Smart business owners and marketers focus on relationship building, either through regular content marketing or by having conversations with customers who are already familiar with the brand. Straightforward and effective, this type of strategy has helped thousands of businesses spark new life into their marketing campaigns—but I believe social media has a much broader potential for business development and customer retention. Customer service is evolving to match the rapid growth and development of new communication media, and today’s most popular social media platforms are the perfect opportunity to capitalize on that trend. When today’s customers try to get in touch with a customer service representative, they encounter various challenges: *Find and call a phone number. Unless the number is immediate, just finding the nu

Thom Besch President of Veteran Solar Systems www.veteransolarsystems.com A native of Rensselaer County, Thom Besch came home to the Capital Region after a 26-year career serving in the U.S. Army. After retiring as a Colonel, Thom apprenticed in a local solar business for four years before launching his own startup solar firm, Veteran Solar Systems, in February of 2014. Thom’s company employs up to five employees and serves mainly residential customers in a one-hour radius of Albany. Resources like the SBA’s Boots to Business training program, SBA’s Veteran Business Outreach Center (VBOC) Director Amy Amoroso in Albany, and incubator space at the Watervliet Arsenal have contributed to Veteran Solar’s continued success. “I came back because this is where my family lives. In trying to decide what I wanted to do next, I thought about defense contracting and changing uniforms for a coat and tie. I believed in the missions and units I was a part of, and I wanted to do something af