Andy, have you guys noticed that you get downgraded for customer service in some of these write-ups? As in "no phone support", etc. NOBODY mentions the "100% guarantee even if it's your own stupid fault".
To me that means that you aren't stating your awesome customer service policies clear enough or often enough. These guys fiddling with the service for a day or two and then writing a review just aren't noticing how good the policy and service is or they would certainly mention it.
Andy, have you guys noticed that you get downgraded for customer service in some of these write-ups? As in "no phone support", etc. NOBODY mentions the "100% guarantee even if it's your own stupid fault".
To me that means that you aren't stating your awesome customer service policies clear enough or often enough. These guys fiddling with the service for a day or two and then writing a review just aren't noticing how good the policy and service is or they would certainly mention it.
User survey
Has Smugmug thought about perhaps surveying the community and using the results in their promo? Maybe this is already done, but I don't remember if there has ever been a broadcast invite for Smugmug users to voluntarily participate in an online survey. I imagine the results would be OFF THE CHARTS because you guys are phenomenal! (I'm in marketing, okay?)
Has Smugmug thought about perhaps surveying the community and using the results in their promo? Maybe this is already done, but I don't remember if there has ever been a broadcast invite for Smugmug users to voluntarily participate in an online survey. I imagine the results would be OFF THE CHARTS because you guys are phenomenal! (I'm in marketing, okay?)
We did a huge survery of our customer base in late 2005 - we got thousands of responses and made a ton of improvements based on that survery. It was open to all SmugMug customers - we sent the survey invite to everyone, via SmugMug messaging...
Just to follow up, I went to the home page like a new user and looked for the Smugmug Guarantee - I may be dense but I surfed around for a while and I still couldn't find it until I used the search box.
IMO you should display it prominently on the front page so potential customers can see it. You can link to examples like my baseball team photo and the wedding picture story from there to further drive the point home.
I really think you are selling yourselves short on this topic.
Just to follow up, I went to the home page like a new user and looked for the Smugmug Guarantee - I may be dense but I surfed around for a while and I still couldn't find it until I used the search box.
IMO you should display it prominently on the front page so potential customers can see it. You can link to examples like my baseball team photo and the wedding picture story from there to further drive the point home.
I really think you are selling yourselves short on this topic.
Good advice, I'll see what Anne McBean can cook up!
We did a huge survery of our customer base in late 2005 - we got thousands of responses and made a ton of improvements based on that survery. It was open to all SmugMug customers - we sent the survey invite to everyone, via SmugMug messaging...
You might consider scheduling this to occur on a regular basis -- perhaps annualy. I know that I would like a formal mechanism by which I could provide feedback, and, unless you believe that all SmugMug users come to DGrin and post suggestions, you would probably get suggestions from a broader cross section of your user community.
You might consider scheduling this to occur on a regular basis -- perhaps annualy. I know that I would like a formal mechanism by which I could provide feedback, and, unless you believe that all SmugMug users come to DGrin and post suggestions, you would probably get suggestions from a broader cross section of your user community.
We'll no doubt do it again. But you know, I know, how to reach us, and let us know how you feel, and we actively solicit input, all the time, via our public pages. It seems to work well, our customers write us with feedback and suggestions by the hundreds each week. And you are right, they are not the same folks that post on Dgrin, by and large
Phone support is way over-rated! When you have outstanding support already there isn't any point in adding phone support. Besides, to someone like myself I sure like being able to send an email, know that whatever it is WILL be taken care of or explained, and I'm on my way doing what I need to do. I hate more than anything to sit on the phone when I have 1000 other things to do.
I would hate to lose the level of support we have now all to the never ending phone support. Phone support backs up way too fast and for sure will end up in waiting queues with terrible music. You won't get that with email support. You also won't get an auto reply saying that your email has been received and will be answered in 24-48 hours. In 24 hours your problem will surely be a thing of the past!!!!!
Phone support is way over-rated! When you have outstanding support already there isn't any point in adding phone support. Besides, to someone like myself I sure like being able to send an email, know that whatever it is WILL be taken care of or explained, and I'm on my way doing what I need to do. I hate more than anything to sit on the phone when I have 1000 other things to do.
I would hate to lose the level of support we have now all to the never ending phone support. Phone support backs up way too fast and for sure will end up in waiting queues with terrible music. You won't get that with email support. You also won't get an auto reply saying that your email has been received and will be answered in 24-48 hours. In 24 hours your problem will surely be a thing of the past!!!!!
I vote NO to phone support!
There's just no way we could do it... imagine having to put on hold, a pro, or a pro's customer? Or a grandpa, who just wants to get his photos uploaded? We handle about 8,000 emails a month, that's 2,000 a week, roughly 700 a day... 365 days a year, nights, weekends, all major holidays, and nearly round-the-clock All of these mails are handled by SmugMug Support Heroes who are passionate about photography and helping people.
Every day when I look at the mails we send out from the help desk, I'm amazed at all this.
There's just no way we could do it... imagine having to put on hold, a pro, or a pro's customer? Or a grandpa, who just wants to get his photos uploaded? We handle about 8,000 emails a month, that's 2,000 a week, roughly 700 a day... 365 days a year, nights, weekends, all major holidays, and nearly round-the-clock All of these mails are handled by SmugMug Support Heroes who are passionate about photography and helping people.
Every day when I look at the mails we send out from the help desk, I'm amazed at all this.
We'll no doubt do it again. But you know, I know, how to reach us, and let us know how you feel, and we actively solicit input, all the time, via our public pages. It seems to work well, our customers write us with feedback and suggestions by the hundreds each week. And you are right, they are not the same folks that post on Dgrin, by and large
Wow Andy, I'm certainly very sorry -- I didn't mean to offend. Of course I know how to provide invidualized feedback about specific issues which have caused me concern.
My point was that I would like to be able to participate in a survey sent to a larger group of people who's input would be aggregated and prioritized. My rationale for having it on an annual basis was so that it would be repeatable and sustainable -- a core part of any continuous improvement endeavor. Perhaps even published to show what the user community at large thinks, in a graphical form that would be perceived to be objective (ie a display of most requested items or favorite aspects of SmugMug.)
But clearly the feedback that you are getting from those links which hundreds of users access each week is sufficient to your needs, so I will consider my suggestion as considered, but not really appropriate at the moment.
Wow Andy, I'm certainly very sorry -- I didn't mean to offend. Of course I know how to provide invidualized feedback about specific issues which have caused me concern.
My point was that I would like to be able to participate in a survey sent to a larger group of people who's input would be aggregated and prioritized. My rationale for having it on an annual basis was so that it would be repeatable and sustainable -- a core part of any continuous improvement endeavor. Perhaps even published to show what the user community at large thinks, in a graphical form that would be perceived to be objective (ie a display of most requested items or favorite aspects of SmugMug.)
But clearly the feedback that you are getting from those links which hundreds of users access each week is sufficient to your needs, so I will consider my suggestion as considered, but not really appropriate at the moment.
I don't see how my post was bad, but you took it that way, and I'm sincerely sorry for that. In no way did you offend me, or us!
Let me be perfectly clear, we want and value customer feedback. We'll likely have another survey when we decide to do it, when resources ($$, time, energy) permit. The last one was a incredibly good for us, and our customers! In the meantime, your input, and that of our customers, is without a doubt, so-very important to us in our daily decision making processes. On Dgrin. At our help desk. To our founders. To us individually. We hunger for it!
Sorry again, I certainly didn't mean to come of in any wrong way with you!
Wow Andy, I'm certainly very sorry -- I didn't mean to offend. Of course I know how to provide invidualized feedback about specific issues which have caused me concern.
My point was that I would like to be able to participate in a survey sent to a larger group of people who's input would be aggregated and prioritized. My rationale for having it on an annual basis was so that it would be repeatable and sustainable -- a core part of any continuous improvement endeavor. Perhaps even published to show what the user community at large thinks, in a graphical form that would be perceived to be objective (ie a display of most requested items or favorite aspects of SmugMug.)
But clearly the feedback that you are getting from those links which hundreds of users access each week is sufficient to your needs, so I will consider my suggestion as considered, but not really appropriate at the moment.
Just keep posting constructively on dgrin. Being constructive isn't required but it makes everyone's day just that much better. If you find bugs, report them. If you think of a feature you'd like suggest it. Keep your eye on your message panel in your control panel so you can be a part of the next survey (whenever that is).
And don't worry, your thoughts will get heard and maybe even acted upon.
Y'all don't want to hear me, you just want to dance.
Just keep posting constructively on dgrin. Being constructive isn't required but it makes everyone's day just that much better. If you find bugs, report them. If you think of a feature you'd like suggest it. Keep your eye on your message panel in your control panel so you can be a part of the next survey (whenever that is).
If I could just find the "Photo Rank" icons for Smugmug and Dgrin, I'd definitely vote a "Thumbs Up"!
USAToday:smugmug 2/8/2007
on page 4B yesterday in the paper I have. The mention I saw on the internet was bigger.
I just did a search to see what you all were saying about this. A whole lot of good stuff about smugmug.
I don't know where I should be putting this. I have done a search, can't find mentions.
So please move where appropriate.
It was very exciting to see the site where I keep my photos so highly spoken of in USAToday yesterday 2/8.
I have a pro site with smugmug, I love it. I will look, see it came to me as they send me stuff, and I deleted a lot today already, but I will look. They do compare smugmug with another site.
I really do love smugmug.
This is the link as I have it. I don't know how accessible the papers are online a day late, but it worked for me.
Interesting quickie article. So, I guess he missed this whole community, with SPECIFIC help to each problem, usually WITHIN MINUTES. Heck, send the author links to the many instances Andy has gone in and fixed the problem before the user even knew it was done! Even with self-inflicted cases of dumb-user-syndrome (been there, done that). How can phone support possibly beat that? dunno
Comments
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To me that means that you aren't stating your awesome customer service policies clear enough or often enough. These guys fiddling with the service for a day or two and then writing a review just aren't noticing how good the policy and service is or they would certainly mention it.
http://www.emilsit.net/blog/archives/excellent-customer-service-from-smugmug/#comment-3224
Hey, thanks for the suggestions!
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Has Smugmug thought about perhaps surveying the community and using the results in their promo? Maybe this is already done, but I don't remember if there has ever been a broadcast invite for Smugmug users to voluntarily participate in an online survey. I imagine the results would be OFF THE CHARTS because you guys are phenomenal! (I'm in marketing, okay?)
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IMO you should display it prominently on the front page so potential customers can see it. You can link to examples like my baseball team photo and the wedding picture story from there to further drive the point home.
I really think you are selling yourselves short on this topic.
http://www.smugmug.com/prints/our-guarantee.mg
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You might consider scheduling this to occur on a regular basis -- perhaps annualy. I know that I would like a formal mechanism by which I could provide feedback, and, unless you believe that all SmugMug users come to DGrin and post suggestions, you would probably get suggestions from a broader cross section of your user community.
http://mkress65.zenfolio.com
http://mkress65.smugmug.com
This is on the footer of every single public SmugMug page: http://www.smugmug.com/help/emailreal
And this is, too:
http://www.smugmug.com/aboutus/news.mg
And this is in our help pages:
http://www.smugmug.com/help/faqgen
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Dave Barry used to do it, ocassionally, too, but at least *he* admitted it. :-)
I would hate to lose the level of support we have now all to the never ending phone support. Phone support backs up way too fast and for sure will end up in waiting queues with terrible music. You won't get that with email support. You also won't get an auto reply saying that your email has been received and will be answered in 24-48 hours. In 24 hours your problem will surely be a thing of the past!!!!!
I vote NO to phone support!
Every day when I look at the mails we send out from the help desk, I'm amazed at all this.
Portfolio • Workshops • Facebook • Twitter
Wow Andy, I'm certainly very sorry -- I didn't mean to offend. Of course I know how to provide invidualized feedback about specific issues which have caused me concern.
My point was that I would like to be able to participate in a survey sent to a larger group of people who's input would be aggregated and prioritized. My rationale for having it on an annual basis was so that it would be repeatable and sustainable -- a core part of any continuous improvement endeavor. Perhaps even published to show what the user community at large thinks, in a graphical form that would be perceived to be objective (ie a display of most requested items or favorite aspects of SmugMug.)
But clearly the feedback that you are getting from those links which hundreds of users access each week is sufficient to your needs, so I will consider my suggestion as considered, but not really appropriate at the moment.
http://mkress65.zenfolio.com
http://mkress65.smugmug.com
Let me be perfectly clear, we want and value customer feedback. We'll likely have another survey when we decide to do it, when resources ($$, time, energy) permit. The last one was a incredibly good for us, and our customers! In the meantime, your input, and that of our customers, is without a doubt, so-very important to us in our daily decision making processes. On Dgrin. At our help desk. To our founders. To us individually. We hunger for it!
Sorry again, I certainly didn't mean to come of in any wrong way with you!
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And don't worry, your thoughts will get heard and maybe even acted upon.
http://photos.mikelanestudios.com/
If I could just find the "Photo Rank" icons for Smugmug and Dgrin, I'd definitely vote a "Thumbs Up"!
on page 4B yesterday in the paper I have. The mention I saw on the internet was bigger.
I just did a search to see what you all were saying about this. A whole lot of good stuff about smugmug.
I don't know where I should be putting this. I have done a search, can't find mentions.
So please move where appropriate.
It was very exciting to see the site where I keep my photos so highly spoken of in USAToday yesterday 2/8.
Congratulations,
ginger
'Cause I'm still hesitating to go pro with smugmug
I really do love smugmug.
This is the link as I have it. I don't know how accessible the papers are online a day late, but it worked for me.
http://www.usatoday.com/tech/products/2007-02-07-photo-sharing-sites_x.htm
ginger
I'm still getting used to the format of the forum, I missed all the other replies, dooh
The link still works - thanks!
Someone needs to give USA Today some design tips.
Thanks for the link, Trasmc.
Catapultam habeo. Nisi pecuniam omnem mihi dabis, ad caput tuum saxum immane mittam
http://www.mcneel.com/users/jb/foghorn/ill_shut_up.au
Fine for text stuff. Horrid, gross and dum for photos IMO.
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Catapultam habeo. Nisi pecuniam omnem mihi dabis, ad caput tuum saxum immane mittam
http://www.mcneel.com/users/jb/foghorn/ill_shut_up.au
http://www.chrislaudermilkphoto.com/