Network Solutions - Small business conversations and working together for small business success » voice of the customer http://blog.networksolutions.com Small Business tips, interviews and conversations that provide advice and discussion about small business. Fri, 20 Nov 2009 15:00:14 +0000 http://wordpress.org/?v=2.8.2 en hourly 1 Solutions Out Loud is a podcast from the Solutions Are Power blog team at Network Solutions. It offers tips, interviews and conversations that provide advice and discussion about small business. Network Solutions no Network Solutions smedia@networksolutions.com smedia@networksolutions.com (Network Solutions) 2007-2009 Solutions Out Loud Small Business, Technology, News, Management, Marketing Network Solutions - Small business conversations and working together for small business success » voice of the customer http://blog.networksolutions.com/wp-content/themes/NetworkSolutions/images/NetSol-Logo-Sm.jpg http://blog.networksolutions.com 10 Reasons to Choose Network Solutions to Register Your Domain Name http://blog.networksolutions.com/2008/facts-about-domain-name-registration/ http://blog.networksolutions.com/2008/facts-about-domain-name-registration/#comments Thu, 09 Oct 2008 13:05:02 +0000 cbensen http://blog.networksolutions.com/?p=246 Here are 10 reasons why you should choose Network Solutions to register your domain name & for hosting. And I’ve included some tips at the end to protect your investment.

  • Domain Selection – Broad selection of domain name choices including over 60 of the most popular extensions.
  • Industry Leading Domain Services – Most advanced domain name search tools and services to help you get the domain name that you want include a proprietary alternative domain name generator, hundreds of thousands of premium resale domains listed a fixed price, a make an offer service for any domain name, and an expired domain name backorder solution.
  • Advanced DNS platform – support of advanced DNS records such as SPF and TXT in addition to dynamic updates for DNS records that provides near real time propagation through the Internet.
  • Longevity – Network Solutions is the oldest domain registrar & will be serving it’s customers long into the future.
  • Reliability – The web hosting is reliable & your website won’t have ongoing issues with down time.
  • Customer Service is award winning! Call Center is J.D. Powers Certified as “An Outstanding Customer Service Experience.”
  • Innovative! Network Solutions is on the cutting edge for providing online customer service.
  • Resources

MySolutionSpot.com offers resources & a community for sharing ideas

Fast facts about registering your domain name at Network Solutions:

  • There is a charge per domain name to register it.
  • The domain name is free with purchase of a hosting package for one year.
  • There are additional discounts if you purchase hosting for a longer period of time

Suggestions for protecting your investment:

  • When you register your domain name, make it a private registration to avoid spammers from finding your email address
  • Use an email address that you actively use. This is how you’ll be notified when it’s time to renew your domain name.
  • Make sure that your domain name is locked. This will prevent your domain from being transferred without your consent.
  • To see a record of your domain name, go to www.networksolutions.com & use the WHOIS lookup in the bottom left corner. Enter your domain name & Search – it will show you:
  • A complete record of your domain name
  • Where it’s registered at & where it’s hosted at

What would you add to the list?

]]> http://blog.networksolutions.com/2008/facts-about-domain-name-registration/feed/ 1 Discussing Network Solutions “Voice of the Customer” with Mariam Burmwalla of Network Solutions http://blog.networksolutions.com/2008/discussing-network-solutions-%e2%80%9cvoice-of-the-customer%e2%80%9d-with-mariam-burmwalla-of-network-solutions/ http://blog.networksolutions.com/2008/discussing-network-solutions-%e2%80%9cvoice-of-the-customer%e2%80%9d-with-mariam-burmwalla-of-network-solutions/#comments Wed, 03 Sep 2008 23:48:04 +0000 Steve Fisher http://solutionsarepower.com/?p=165 These days customer service has become one primary way a company can truly differentiate itself. Going beyond features or functions of products and services, customer service is an intangible yet powerful factor in maintaining customer loyalty and being a draw to customers comparing them to the competition. Network Solutions has recently put together a program called “Voice of the Customer” or VOC. The overall goal is to improve Network Solutions® products, services and Web site.

In charge of the program is Mariam Burmwalla, Director of Business Intelligence and Reporting. Recently, I was able to spend some time with her and discuss VOC and its impact on Network Solutions. Here is a transcript of our interview:

Steve: What is the “Voice of the Customer” (VOC) program?
Mariam: VOC is a program designed to collect and collate feedback from customers and employees regarding their experience in using our products and services and interacting with us through various channels, be it via the website, phone or e-mail communications.

Steve: What is the process after you receive something from a customer?
Mariam: All feedback submitted by customer or employees is reviewed by the key stakeholders who not only respond back to the customers directly (if necessary); but also take action against it. This has tremendously helped us in a very short period to improve our product quality; improve customer experience and also make changes within our call center.

Steve: How do you let people know they are being listened to?
Mariam: There will be a regular e-mail communication coming out to those who have submitted feedback so people will be up to date on their issue but also the general status of everything else.

Steve: What is your philosophy on building customer loyalty?
Mariam: I don’t directly communicate with the customers but since I am a data driven person I look at the details. It is very important to listen to the customer and gather data that comes in through the VOC.  It is also critical to report to management and to communicate with those individuals that need to resolve an issue and be accountable.

Steve: What was the motivation to create the VOC?
Mariam: One day during a product meeting it was discussed that we needed to get better feedback from customers. Management thought we were collecting customer feedback but most product groups got very limited views if any timely feedback so it was decided to put a program in place to close this loop and have the product team get feedback so they could improve service.

Steve: Where do you see the VOC 12 months from now?
Mariam: When we started off we wanted to get customer complaints to service and reduce issues. We want to move to gathering ideas so that Network Solutions can integrate customers feedback and ideas into our product development lifecycle.

Steve: How can someone engage with Network Solutions and participate in “Voice of the Customer”?
Mariam: Customers can click on the link below from our storefront or from other Network Solution properties to submit their feedback.
http://bpmforms.networksolutions.com/customer-feedback.html

]]> http://blog.networksolutions.com/2008/discussing-network-solutions-%e2%80%9cvoice-of-the-customer%e2%80%9d-with-mariam-burmwalla-of-network-solutions/feed/ 1 Network Solutions wants to hear from you http://blog.networksolutions.com/2008/ceo-of-network-solutions-wants-to-hear-from-you/ http://blog.networksolutions.com/2008/ceo-of-network-solutions-wants-to-hear-from-you/#comments Wed, 13 Aug 2008 19:09:20 +0000 cbensen http://solutionsarepower.com/?p=153 Yesterday Roy Dunbar, CEO of Network Solutions, sent out an email to Network Solutions Customers. Roy lays great emphasis on feedback our customers are giving us and his email mentions that .

We’ve have made it a company wide focus to request feedback from customers and review it on a daily basis. We’re paying close attention to our customers concerns, issues and ideas and are working on some easier ways for you to talk to us. For example, our social media team gathers all feedback from this blog and shares it company-wide and we’re also using social media tools like Twitter ( You can send a message to @netsolcares).

The other two initiatives in Roy’s letter include::

MySolutionSpot.com – networking and educational resource
Small Business Newsletter – monthly educational newsletter – Sign up Today!

Roy expresses our vision & how we’re investing our resources to provide more services. Did you see the email ? Please leave your comments here on the blog. They do make a difference! In case you didn’t see the email here it is :

————–

Dear Network Solutions® Customers,

As the new CEO of Network Solutions, I am delighted to make your acquaintance and thank you for giving us the opportunity to serve your online business needs.

At Network Solutions, our goal is to provide the tools and resources to help small businesses and Web professionals successfully build and grow their business online. We recognize the value of listening to the voice of our customer, as it is your opinions and suggestions that help us prioritize our future product and service enhancements.

For example, you told us the importance of having access to educational resources to help optimize your online business.

Because of this feedback, we recently launched two new initiatives:

MySolutionSpot.com – networking and educational resource
Small Business Newsletter – monthly educational newsletter

In addition, over the next few months I look forward to announcing additional initiatives that will benefit our small business owner and Web Professional customers. Meanwhile, I invite you to share your feedback and suggestions with us about your Network Solutions experience. Provide Your Feedback

I look forward to hearing from you, and invite you to take a moment to explore our new customer resources, as well as our new corporate Web site.

Thank you again for allowing us to serve your business needs.

Regards,
W. Roy Dunbar
CEO, Network Solutions

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