News Releases |
In conversation with...Kirby Gompf, COO, Tell Us About UsJanuary 25, 2010 In conversation with...Kirby Gompf, COO, Tell Us About UsTH: Tell Us About Us works with more than 100 corporate clients processing more than 300,000 customer interactions every week. It's amazing that all started because your brother had a lousy customer service experience over a stereo. Does that seem surreal sometimes? KG: Yes it does seems surreal, I can still remember the day Tyler was upset more because the establishment missed the sale opportunity and lost a customer, than because of his personal experience. We're having a lot of fun developing programs to help companies with our solutions on an international stage. TH: How would you describe TUAU's mission? KG: Our mission is simple: we exist to help our clients grow their businesses by expertly executing customer experience measurement programs. TH: Are your clients embracing social marketing tools like Facebook and Twitter? KG: Most of our clients are either using the various social media tools already, or are just starting to figure out how to use it. Whether its designing a Facebook page for their loyal followers, regularly generating awareness through Twitter, or maintaining a blog - we are seeing some dip a toe in the water and some embracing it fully. We've recently launched a suite of tools for our clients to manage the social media activity that is swirling around their brand. TH: What about good old fashioned face-to-face talking; like the days when a sales rep came calling. Are we missing something with all this Tweeting? KG: It all comes back to the basics and fundamentals of business. It's about relationships and reaching out to people. These tools can be used to augment a brand; not be the cornerstone. The fundamentals of good service with a human touch absolutely still apply. TH: Everyone seems to be under pressure these days, and that may make us quicker to complain when a business transaction doesn't go the way we expect. How are your clients responding to crankier, demanding customers? KG: Companies need to take a proactive and reactive approach. Proactive by having good training/standards in place up front and having quick access to information on the company's execution. Reactive by having reliable channels in place to handle those situations in a timely manner when something falls through the cracks. TH: Is it fair to say that, armed with the right information, it's possible to turn even cranky customers around? KG: Not only can you turn cranky customers around, but you have an opportunity to create a life-long customer in the process. Bill Gates is quoted saying a complaint is a gift, it's true. TH: What are some of the more innovative services TUAU offers? KG: We take a combined approach to managing the customer experience. We use innovative technology to combine customer surveying, mystery shopping, and live agent resolution into one online platform to get the right information to the right people quickly. We also offer innovative research solutions to pull nuggets of strategic information out for all levels of an organization. TH: Your clients are working hard to retain clients and build those relationships. Key to that process is attracting and retaining good employees. How does TUAU do that? KG: I think we've been lucky in that good people attract good people. We have an amazing team of people here and a great corporate culture. We are professional and we like to have fun at the same time. You're as likely to find a lunch hour Wii tournament as you are to find a project team busting it to roll out a solution for a client. We keep things pretty flexible and it works - it's about providing respect for people and in turn people respect the Company. TH: Most of your clients are US-based. Is that because Canadian businesses are slower to get on the customer information bandwagon? Or are we just tech-averse? KG: No, I think there is just a larger population base and hence a larger amount of corporate offices based in the US that fit into our target market. We got our start in the US in the late 90's and have grown through referrals and word of mouth. TH: What's the best part of your job within the organization? KG: The best part is being able to work with a group of people that are friends as well as co-workers. Whether it's coming up with a creative solution for a client or developing a new partnership with an organization, it's being able to bounce ideas around and structure new opportunities with great people. We get to work with some pretty cool clients. We've recently launched a feedback program within the Kennedy Space Center. TH: Ever had a client throw you a real curve-ball? Something you really didn't see coming. KG: Well, because we have a lot of talented software developers here, we occasionally get requests to bid on opportunities that are outside our core service. Although tempting, we've had to learn the hard way to focus on our core. Let's not talk about the online reality games we once developed. TH: Retail Prediction for 2010: Mad Men suits -- yay or nay? KG: Mad Men and Mad Ladies suits everywhere! To find out more about yourself, contact Tell Us About Us at 453-4757 or toll free: 1-877-301-5469. Check out the TUAU website at www.tellusaboutus.com |
