April News:

On The Calendar Like most lately, due to the Covid-19 pandemic, our calendar is a little light this month!  Now is a great time to remind you, though, that we've put together a special, Extraordinary Times blog series, to help get you through it.  Our blog series includes tips for Work At Home, how to manage your new "remote workforces," avoiding burnout and managing time, and other great ideas on how to keep a steady guiding hand in your response to this world crisis. We hope you're able to use - and pass on to your staff and colleagues - some of these great strategies! We'll let you know about any additional upcoming special events through our social media pages, which we'll update on our Events page as they occur. Quick links to our social media pages are accessible right from our website and in every monthly newsletter email you receive from us. If you're new to our newsletter and you'd like to subscribe, let us know.
Measuring Customer Satisfaction Measuring Customer Satisfaction In these extraordinary times, customer service is more important than ever.  Keeping the customers you have is critical to your business’s survival.  We've got some tips below for you, on how to up your customer service game. If your doors are open, you are serving customers. Do you know how well you are serving them?  Is your service experience average and expected?  Or does it surprise and delight your customers?  In these trying economic times, customer service is more important than ever. Does Voice of the Customer Drive Your Service Decisions? At many companies, the customer’s service experience takes a back seat to tasks and problems that seem more pressing.  When is the last time you evaluated the protocols, processes, and procedures that impact customer experience?  One powerful and immediate way to improve your service is to get ideas and advice straight from the source by capturing “Voice of the Customer” (VOC) feedback. Make it clear to your customers that their complaints, compliments, and comments will be carefully studied, appreciated, and valued.  Here are some examples of companies that successfully seek out and apply what customers have to say.
  • At Marina Bay Sands in Singapore, customer comments are proactively gathered each day and then shared with team members in briefings at the beginning of each shift. This gives both frontline and support employees the insights they need to provide better service and to more effectively respond to suggestions and problems.
  • At Microsoft, the words and phrases people type into free-form comment fields is carefully studied every day. Their objective in listening to this verbatim text is to discover new drivers of customer satisfaction and shape the service Microsoft provides.
  • At San Diego International Airport, a large sign and a stack of attractive forms awaits travelers at baggage claim. The sign simply asks, “How are we doing?” and the forms ask a single question: “What can we do to make your next visit more enjoyable?”
Keep an eye out on our blog for our next article about Measuring Customer Satisfaction in these Extraordinary Times.
Microsoft to Rebrand Office 365 for SMBs as Microsoft 365 Microsoft 365 Welcome, folks, to the wacky world of Microsoft product naming.  Microsoft introduced Microsoft 365 (aka M365) in the fall of 2017 as a bundle of Office 365, Windows 10 Enterprise, and Enterprise Mobility + Security. As of April 20th, that description will no longer be 100% accurate when it comes to Microsoft 365.  Some Office 365 for SMB subscriptions will be renamed Microsoft 365 Business, but won’t include the Windows 10 Enterprise or Enterprise Mobility + Security. Pricing won’t change, but product names will change.  You’ll see the naming changes starting on April 20th.  See the summary below.
  • Office 365 Business Essentials will be rebranded as Microsoft 365 Business Basic
  • Office 365 Business Premium will be rebranded Microsoft 365 Business Standard
  • Microsoft 365 Business (which includes Advanced Security & Device Management) will be rebranded Microsoft 365 Business Premium
  • Office 365 Business and Office 365 Pro Plus will be called Microsoft 365 Apps, with Microsoft using "for business" and "for enterprise" as labels to distinguish the two where necessary.
Office 365 for Enterprise (E1, E3, E5) and Microsoft E365 for Enterprise (F3, E3, E5) will not undergo a name change. Microsoft officials said the new names were meant to indicate that Office is more than Word, Excel, and PowerPoint; it also includes new apps like Teams, Stream, Forms and Planner. And even the existing core Office apps are different, officials said. They now include features that often require cloud connectivity and make use of AI. If you have any questions about this, please feel free to give us a shout.  We're here to help!
April Cybersecurity Newsletter

Click to open April's Cybersecurity Newsletter

Cybersecurity SPOTlight: Identity Theft & Data Breaches Business owners, during times like these, its especially smart to brush up on Identity Theft & Data Breach information! Check out this month's Cybersecurity Awareness Newsletter. As always, feel free to reach out to us with questions.
Vistage Executive News -7 Smart Financial Strategies for Surviving an Economic Crisis Vistage Executive Group Its an unprecedented and certainly disturbing economic outlook as we move through the Covid-19 Crisis. It helps to focus our efforts on what we can do.  Here are some things you can do right now to help your business survive!        
Fulcrum Group Did You Know Did You Know...?  Customer Service Surveys Did you know… that as part of Fulcrum Group’s SPOT Managed IT Services, every closed ticket gets a Customer Service Survey request...? Leave your feedback to help us improve our customer service!