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CEO fixes an issue from overseas via Twitter, a valuable customer service lesson

(BUSINESS NEWS) If the CEO of Shutterstock can find the time to make customer service a priority, so can we.

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When your customer service takes a hit

There are few things that grinds our gears like bad customer service. The idea of giving our hard-earned money to a business who doesn’t value their customers (their main source of income) is hard to wrap our minds around. That is, until we are no longer on the consumer side of things and on the business side instead.

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Think about all the customer emails, phone calls, questions, and complaints that fill our desk, our email, our voicemail, and anything else with available space. Responding to all of them seems like an overwhelming and impossible feat. We become guilty of our own pet peeve, giving bad service with delayed responses, and unanswered questions, telling ourselves we’ll find the time later – but do we ever really find the time?

If the CEO of Shutterstock can find the time, so can we.

Taking frustrations to Twitter

Recently, a customer was perusing the web for premium stock photo packages when he stumbled upon Shutterstock’s page. He decided on the package he wanted, and proceeded to checkout, when he received the error message: “You can’t pay digitally for your chosen option”. Bearing in mind the technological advances available to us today, and the mere fact that it’s the 21st century, I’m sure you can imagine his bewilderment as he was provided an outdated payment form to fill out.

That is when he, like a typical millennial, took to Twitter to express his frustration. In protest of the primitive payment form, he sent out a simple tweet:

“Just found a website where you can’t pay online *cough* Shutterstock *cough* welcome to 1994.”

And in less than ten minutes Jon Oringer, the CEO of Shutterstock, responded to him directly. Yes, you read that right – not an office full of part-time marketing interns, or a social media team made of recent graduates, but the actual Chief Executive Officer.

Getting the support team on it

After the customer explained a little more to Jon, why he was dissatisfied, Jon responded “@MarsDorian let me look into this – and make sure we fix whatever is wrong. @sstksupport will be contacting you”; and just like that, the customer support team at Shutterstock was on the phone helping him fix his problem.

I’m sure there are a million other things Jon, the CEO of a billion dollar company, could have been doing at that very moment – like working on the new release of their visual dashboard for Tabs, or developing some other way to make the people already obsessed with Shutterstock even more obsessed – but he still found the time for a customer.

Now, if he can do that, how the heck are we comfortable making excuses, claiming to be too busy to provide the customer service we know they deserve?

No problem too small

All of this to say: as a business owner, there is no acceptable excuse for sacrificing good customer service, especially not time. We’ve all been too busy, out of time, and overwhelmed but even then, we have to take good care of our customers because without them we’d have no business to be overwhelmed by.

So, to all of the business owners who’ve dropped the ball on customer service, I challenge you to set aside the time and energy to better serve your customers.

#CustomerService

Lauren Flanigan is a Staff Writer at The American Genius, hailing from the windy hills of Cincinnati, with a degree in Marketing from the University of Cincinnati. She has escaped the hills, and currently resides in Atlanta, where you can almost always find her camping at a Starbucks strategizing on how to take over the world.

Business News

How hemp could be used to stop marijuana at the border #YeahOk

(BUSINESS NEWS) 2019 was one wacky year. Maybe that’s why the possibility of building The Wall out of hemp doesn’t shock us anymore?

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Show of hands, how many of you believe people eating tide pods was this year? Seems at least five years ago, right? That’s because 2019 was a humdinger when it comes to the pace of the news cycle. And due to that, you might have missed this little tidbit about The Wall, Steve Bannon and hemp, of all things.

After President Trump legalized hemp almost a year ago, this plant started sprouting up in farms across the country. According to Quartz, hemp experienced a planting surge of 368 percent in 2019 as compared to 2018 planting data. Of course, you can chalk that up to the explosion of the CBD industry. But there are other industrial uses for this hearty plant. Enter hempcrete and The Wall.

Former Trump strategist Steve Bannon is reportedly enamored with hempcrete, a concrete compound made with 40 percent hemp byproducts. Bannon is on record telling Vice News that “I’m obsessed with the hempcrete. I think this plant has got tremendous entrepreneurial aspects to it, and it’s innovative.”

There’s more evidence to suggest Bannon considered hempcrete for The Wall. After Bannon raised millions of dollars to build his own private border wall in May, he told Politico reporters that, “Do you understand the irony of using hempcrete to keep out marijuana?” That got us wondering: could there be a hempcrete border wall? Some analysts say that it could be possible, in theory.

“One million acres of hemp builds Trump’s wall and $700 million buys the hemp, a pittance compared to overall construction estimates ranging from $15 billion to $70 billion,” wrote Chris Bennett in reporting for Ag Web Farm Journal.

$700 million would be a huge boon for cannabusiness — that is if supply could keep up with demand. US Farmers have only grown a little under 130,000 acres of hemp this year. For a hempcrete wall to be even slightly feasible, farmers would have to massively step up supply OR import the crop from overseas. That doesn’t gel well with Trump and Bannon’s trade agenda, does it? Plus, the price point, while much better than non-hempcrete construction estimates, is still much more than the 22 million managed to raise during Bannon’s GoFundMe effort this year.

Looks like without funding assistance from the feds and an incentive for farmers to grow more hemp, hempcrete border wall is just another pipe dream.

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Business News

Chick-fil-a stops donating to anti-LGBTQ orgs; can we eat hate nuggets now!?

(BUSINESS MARKETING) Boycotts, protests, and media coverage about the controversy may finally be making an impact as the company attempts to alter its reputation.

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After years of controversy for its anti-LGBTQ policies and donations, Chick-Fil-A announced Monday that it would stop funding three faith-based organizations similarly known for their anti-LGBTQ activities. The chicken sandwich empire has donated millions to The Salvation Army, the Fellowship of Christian Athletes, and Paul Anderson Youth Home, but from 2020 going forward, the chain will cease donations to these organizations.

Controversy over Chick-fil-A’s ethos exploded in 2012 when a Pennsylvania Chick-fil-A sponsored a Christian seminar promoting “traditional” marriage, and its CEO Dan Cathy made public comments opposing same-sex marriage. While these events brought Chick-fil-A’s homophobic politics to light, the chain had already, for years prior, been donating millions of dollars to organizations that either discriminate against or work explicitly to curtail the rights of LGBTQ people.

Some queers put down their sandwiches and joined a national boycott and protests, while others found tongue-in-cheek ways to process feeling guilty for continuing to enjoy waffle fries. At first the boycott backfired, with Governor Mike Huckabee hosting a Chick-fil-A Appreciation Day, encouraging conservative chicken lovers to show up en masse to support the chain and deliver a proverbial middle finger to the LGBT community by ordering extra nuggets.

However, the boycotts, protests, and media coverage about the controversy may finally be making an impact as the company attempts to alter its reputation. Chick-fil-A president, Tim Tassopoulos noted that there have been numerous news stories about the chain’s politics, explaining that “as we go into new markets, we need to be clear about who we are.” Attempts to expand into Europe hit a major setback when one of its two UK locations closed because the shopping center in which it was located took offense to Chick-fil-A’s anti-LGBTQ stance and decided not to renew the lease.

A spokeswoman told the Thomas Reuters Foundation that the company had fulfilled the “multi-year commitments” it made to Salvation Army and Fellowship of Christian Athletes, and that now that their “obligations” were complete, they would focus their charitable giving elsewhere.

Future donations will go toward charities that focus on education and homelessness, such as Junior Achievement USA and Covenant House. Grants will be distributed and reviewed annually. LGBTQ activists are optimistic, but slightly skeptical of the change. GLAAD director of campaign and rapid response Drew Anderson called for “further transparency” regarding Chick-fil-A’s “deep ties to organizations like Focus on the Family, which exist purely to harm LGBTQ people and families.”

Anderson further pointed out that Chick-fil-A has no non-discrimination policies protecting LGBTQ employees. The chain is also known for asking applicants about their religious and marital status in job interviews, making discrimination against non-Christian and LGBTQ applicants all too easy. Anderson called for Chick-fil-A to “unequivocally speak out against the anti-LGBTQ reputation that their brand represents.”

CEO Dan Cathy has been notoriously unapologetic for his homophobic views, expressing in 2014 that he regretted getting Chick-fil-A embroiled in controversy, but that his opinions about same-sex marriage had not changed.

While many are celebrating the withdrawal of funds towards certain anti-LGBTQ organizations, there’s no guarantee that more donations of this kind won’t be made in the future. So enjoy those hate nuggets with a large grain of salt.

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Business News

Ford rolls out a weird electric SUV that is somehow also a Mustang

(BUSINESS NEWS) Ford’s new Mach E is part of their big electric push, and their plan to get you in one is to appeal to the American dream of a mustang.

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What do you get when you cross a Mustang, Tesla and SUV? A traffic accident!

(Just kidding, bad joke; it’s the 2021 Ford Mach E, one of Ford’s 22 upcoming electric or hybrid vehicles. )

Since when has Ford been pushing for electric cars? Actually, it’s been a while, but Ford’s efforts have definitely increased since Jim Hackett took over as CEO of Ford Motors in 2017.

Hackett revitalized Ford’s mission and began pushing for a greater focus on electric and hybrid cars. In fact, Hackett even created an internal team – Team Edison – which oversaw the development of electric cars. The Ford Mach E is actually the first car to be unveiled.

One down, 21 to go.

Sure, the name Ford Mach E is pretty cool, but how cool can a sports car/SUV hybrid really be? It’s the first non-sports car to use the Mustang name, which is a bold move. Luckily, the Ford Mach E is slated to go 0 – 60 in under four seconds, which means it can keep up with other Mustangs and even go faster than some Porches. It also boasts around a 459 horsepower, which is higher than most SUVs on the market. Not half bad for an electric SUV.

Along with the battery – which will be able to last anywhere from 200 to 300 miles, depending on the unit – the Mach E is chock full of exciting new tech. For instance, it’ll boast hands-free driving assist technology comparable to Tesla’s.

It also includes a sleek interior, a large center screen and Ford’s new SYNC system, which will adjust entertainment customizations based on user preference.

This cloud-based system learns from drivers’ habits: if a driver typically stop for coffee in the morning, the system might automatically suggest routes to a coffee shop.

Kind of creepy, but also pretty neat.

The car is projected to hit the market in late 2020 and will be competing with other electric models from Tesla and Volkswagen.

Prices for the Ford Mach E will range from $43,000 to about $60,000, which is fairly comparable to other companies. With a $500 refundable deposit through the Ford website, individuals can place a reservation on one of these upcoming cars now.

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