Whatever the Weather, ModSquad’s Ready to Rock

In case you’re in one of the seemingly many regions of the world where the recent abnormal weather made it seem as though the world was coming to an end, we feel your pain.

We’ve seen stories of weather anomalies ranging from the quirky to the downright apocalyptic.

In normally sunny California, the Pineapple Express roared into town, with the rain wreaking havoc with our staffers newly submerged garages…

and forcing commuters to choose between wet and dry lanes…

and the heavy winds turning Porta-Potties into flying death bombs of blue-tinted waste.

In Ireland, which in some regions normally sees little winter accumulation, recent snows were cause for travel disruptions and hand-wringing by headline writers. Fortunately, the staff of our Operations Centre in Londonderry bravely weathered the storm, reporting no adverse effects.

And in the land of Oz, our Australian workmates are suffering from a summertime heat wave that one news report gently describes as “Australia Descends Into Literal Hell.”

Heck, even in Orlando, Florida, where bad weather is forbidden at the Happiest Place on Earth, a recent RunDisney marathon was canceled due to severe weather. Must have been a brief anomaly, as local Mod Tim Hayworth reports, “Crazy weather? Yeah, it dropped below 60 degrees for like three days in a row. That was nuts!” So at least it’s not that bad everywhere.

We extend our deepest and non-ironic sympathies to those negatively affected by Mother Nature’s recent bad mood (particularly the unfortunate soul who has to clean up that Porta-Potty if it’s blown over).

But we’re happy to report that ModSquad, like the famous wind-up bunny of old, keeps on going. We’re not restricted to a handful of locations that can be disrupted by extreme weather, power outages, or free-donut Fridays. With our network of 10,000+ Mods situated around the world, the ModSquad solution is an effective preventative against any regional disruptions. Our global network offers clients a built-in redundancy that assures constant coverage and peace of mind.

We’re not ones to tempt fate (or Mother Nature, for that matter), but we’re confident in our ability to be there for clients, rain or shine, day or night, weekday or weekend, 24/7. In the meantime, if the weather in your neck of the woods is pleasant, make the most of it — get outside, enjoy yourself… and send us a picture! Some of us haven’t seen the sun in weeks!

Project Manager of the Quarter – January 2017

2017 is off to an exciting start, and we are thrilled to add to that excitement with our quarterly highlight of one of our brilliant Project Managers. It’s because of our dedicated PMs that we’re able to maintain our outstanding clients and keep both them and our Mods happy. So it’s our pleasure to announce our first Project Manager of the Quarter of 2017, Crystal Litzau!

Crystal has been with ModSquad since the early days of our company — in fact, she’ll celebrate her ten-year Modiversary later this year! A longtime and long-valued member of our team, Crystal worked on one of ModSquad’s first projects and, over the years, has supported a number of our great clients. Currently, Crystal provides invaluable leadership to our Shared Services team and our awesome client Bendon, for whom we provide customer support for a number of their brands.

With well over a decade of experience supporting customers, it’s no wonder Crystal is so dedicated to ensuring our clients stay happy.

My goal as a PM is to provide the best customer support we can for each client’s customers. When we provide great support, the customers are happy. Happy customers make happy clients. Happy clients stay with ModSquad.

She is well-versed in the various services we provide our clients, from email and phone support to community moderation, as well as the industry best practices that drive positive customer experience. In particular, when working on community moderation projects, Crystal is known for immersing herself in the channels her team supports.

I love the community mentality. I love getting to know members, building rapport with them, and getting totally immersed in their passions and fandoms.

As a Project Manager, Crystal is responsible for many different tasks: communicating clearly with her clients and team, defining the scope of (and fulfilling) client needs, hiring and onboarding Mods, performing quality assurance evaluations, and more. According to Crystal, of all the work she does, the most important part of her role is building a strong team of Mods that can support both the client and one another.

For any project to be successful, you need to have a strong team that shares a team mentality. Everyone is on the same side and needs to be in sync. It’s my job to support them and give them the tools they need to do their jobs to the best of their ability. It’s important that my teams know they can rely on me and each other.

In her years at ModSquad, being promoted from Mod to Project Manager remains one of Crystal’s proudest moments. There have been many entertaining moments as well. For instance, in order to ensure a safe environment for one of our gaming clients, Crystal was tasked with ensuring the game’s profanity filter was comprehensive — there was no better way to do that than to hop in-game and test it herself (on a secure private server, of course)!

Asked for the best piece of advice she’d give to future project managers, Crystal gets straight to the point: Be good to your team.

The bottom line is that without your team, your project won’t succeed. So be good to them. Make sure they know that you have their back and they have your full support.

In her personal time, Crystal stays busy with a variety of hobbies, many of which involve her family: crafting, writing, reading, camping, cheering on the Packers, watching movies with her husband, and destroying her son’s scores in “old school” video games.

Our account managers and others at ModSquad have no shortage of praise for Crystal:

“Crystal has been with ModSquad forever and does a great job running the Shared Services Team (which not everyone would consider the most exciting assignment). She also recently helped Elizabeth make some major improvements on a struggling project.”
— Jason Ferguson, Director of Client Services

“Crystal is great at both giving and accepting constructive criticism, and is constantly looking to improve her teams and herself. Her commitment to ModSquad and improving the service offerings she oversees are unparalleled. When I began overseeing services delivery for our Shared Services team, we overhauled a number of processes and invented new management methodologies together. The Services department has since been able to use the lessons we learned there to improve performance management throughout the company. It’s a privilege to work alongside her, and I look forward to continuing to do so!”
— Josh Smith, Strategic Management Specialist

“Raising my mug of butterbeer to salute Crystal — she’s awesomesauces!”
— Gina Miller, Director of People Operations

“Crystal has the sometimes thankless job of running the Shared Services Team, which she does quite well. She recently took over a project for me with a lot of phone and email contacts. Right away, we started seeing improvements in handle time, after-call work, and generally improved productivity. Morale is better on the project with Crystal in charge; the Mods appreciate her no-nonsense approach.”
— Elizabeth Weil, Account Manager

“I can’t say enough about Crystal. She is effective, confident and, most of all, organized! To manage the Shared team, you need to have great communication skills, both written and verbal, and Crystal exhibits that. Crystal never lets you see her sweat, and I believe that is an excellent quality to have!”
— Theresa Galle, Account Manager

Infographic: CS State of the Union

As we noted last week in our bold predictions for 2017, customer support will continue to become an increasingly important element of your favorite companies’ marketing plans. (A few stinkers might finally wake up and pay attention to CS, too!) The voice of the customer is becoming the dominant force in today’s consumer decision-making, often eclipsing advertising rhetoric and paid influencers.

So it is with great anticipation that we present to you, my fellow Netizens, the Customer Service State of the Union. There will be no rebuttal following this infographic; these are the facts. Ignore them at your peril!

United Nations” by Paul VanDerWerf is licensed under CC BY 2.0.

Fresh New Faces on the ModSquad Team

With the new year come new faces here at ModSquad. We have big plans for 2017, as we continue to expand our on-demand services. Our offerings have created such a buzz with our many wonderful clients that we’re expanding our roster. Today, we’re excited to officially announce the newest members of our ModSquad team.

clivejefferies_salesvpClive Jefferies joins us as a Sales VP at ModSquad. He will be focused on working with enterprise clients across the EU and helping companies throughout the region scale their operations with the help of our multilingual European Mods.

Clive brings 35 years of experience consulting to clients on solutions in the ecommerce, video game, and mobile-telephony markets with such organizations as Visa, Orange, and Netcracker. He has helped startups and established companies around the globe improve both their support operations and their bottom lines. Clive has lived and worked in the United Kingdom, the United States, Canada, and Portugal and continues to establish and build partnerships globally.

“I am thrilled to join ModSquad at such an exciting time in the company’s growth,” says Clive. “There is clearly a strong global need for on-demand services across a number of sectors. Our Mods are perfectly positioned to support the growing need for professional digital engagement services. I’m very excited at the prospect of introducing new clients to the power of the ModSquad movement.”

During his down time, in between runs and walks with his English pointer Reggie, Clive has a keen interest in 20th-century geopolitics and makes scale replica models of armoured fighting vehicles. He also enjoys “a drink now and then.” Join us at the pub, Clive!

shawnjohnson_dirsalesShawn Johnson, a new Sales Director at ModSquad, comes with a decade of sales, business development, and client care experience. He’s had substantial success helping customer-service managers, call centers, and ecommerce enterprises better manage their customer operations. Shawn will be focusing on expanding ModSquad’s North American marketing and collaborating with many of ModSquad’s existing partners.

“I’ve always loved to help people and organizations win by being customer-centric and people empowering,” says Shawn. “This is why I’m so excited to join ModSquad; the innovative business model and creative on-demand offerings not only help our clients do so much more for less, but customers get better care and engagement. I’m really looking forward to helping more businesses innovate in 2017 using ModSquad’s unique expertise and people-centric business process.”

When he’s not brainstorming new support-operation or client-engagement ideas, Shawn enjoys hiking with his dogs, and a great nitro stout. Cheers to that, and to both of our newest teammates!

A 2016 Festivus Celebration: #12DaysofMods and #8NightsofAwesome

Over the past couple weeks, we’ve had the pleasure of highlighting Mods and their acts of awesomeness across our social media channels. For anyone who missed our 12 Days of Mods and 8 Nights of Mod Awesomeness series, we gathered our total of 20 features here in one place.

We hope you enjoy getting to know our Mods and reading their stories as much as we’ve enjoyed sharing them with you. 2016 has been a whirlwind of a year for us here at ModSquad, and we look forward to an even more exciting and eventful 2017. Be sure to follow us on Facebook, Twitter, Instagram, and LinkedIn to keep up with everything as it happens!

12 Days of Mods

We’re kicking off our TWELVE DAYS OF MODS series with a rockstar Mod, Natalie Klein. Natalie’s teammates, particularly her project manager Heather Banks, know Natalie for her total dedication to the project, her unique and positive outlook, and her constant drive to learn and do more. “She often provides feedback or new ideas that no one else had thought of. Natalie’s fellow Mods see her as a source of compassionate knowledge,” says Heather. Based in Canada, Natalie lives with her husband Wayne and several furry children. She loves reading, cats, and pugs, and has hinted that her ideal home would be 95% library and 5% everything else. We’re proud to have such a positive, talented, and passionate Mod as Natalie in our ranks! #12DaysOfMods #ModsNotCubes #HappyHolidays #remotework #workfromhome #thankful

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It’s Day 2 of 12 DAYS OF MODS! Alexandru Graur has been a grade-A Mod from the day he joined his first project. Smart, intuitive, and dedicated, Alex is a proactive problem solver his colleagues know they can rely on. When asked to describe Alex, project manager Kenny Peebles has no shortage of praise or metaphors. “Having Alex on the team makes you feel that you’re a general with one of those commandos from the movies that can take down an entire army in one night,” Kenny explains. “I would say Alex retains information like a library or a supercomputer, but those can both be destroyed easily. Alex is more like an ancient pyramid of knowledge that holds everything from the past and will no doubt give new insight well into the future. I could literally write a book about what a overall great person he is and what a treat it is to have him on our team.” @alexandrugraur #12DaysOfMods #ModsNotCubes #HappyHolidays #remotework #workfromhome #thankful

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Today is Day 3 of 12 DAYS OF MODS! Project Manager Nicole Mohr puts it perfectly: “Mathew Monsma is all-around a great Mod! He's very flexible with scheduling, working crazy late hours or during the day (but to him, they might be reversed, as he’s in Australia)! Mat is always there to help out his fellow Mods by filling in to provide coverage and answering questions for the group. He's efficient, thorough, and never hesitates to ask a question.” In addition to pitching in however he can, Mat’s team knows him for his inspirational quips, such as: “There is no shortcut to awesome.” and “BREAKING NEWS: You're awesome and designed for success. Live this day accordingly!” #12DaysOfMods #ModsNotCubes #HappyHolidays #remotework #workfromhome #thankful

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Are you ready? It’s Day 4 of 12 DAYS OF MODS! It’s no wonder Tabitha Tackett’s project managers love her: she has amazing attention to detail, is totally committed to her work and her clients, and communicates thoroughly with colleagues and customers alike. She’s a versatile, skilled Mod who is always ready to adapt. "Tabitha is one of the best Mods I have ever had the pleasure to work with,” says project manager Kerri Seguin. “She works on all three of my projects because she is that invaluable. Every brand she works with has praised her! I can count on her for pretty much anything — picking up extra hours, assisting other Mods, or even just to talk. Not only is she a fantastic Mod, but she has become a great friend.” #12DaysOfMods #ModsNotCubes #HappyHolidays #remotework #workfromhome #thankful

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Feeling alive on Day 5 of TWELVE DAYS OF MODS! It’s no coincidence that “JR” rhymes with “superstar”! JR Sutich is skilled at handling all types of responsibilities, from community moderation to customer emails. His keen instincts allow him to quickly identify emerging issues and community trends. His project manager, Heather Banks, explains that JR is always eager to help out on a new task, happily contributing wherever and however he can. JR is also known for being an avid gamer and sports fan, particularly of Fallout 3, the Philadelphia Flyers, and the Pittsburgh Penguins. It’s not every day you come across a dedicated, enthusiastic Mod like JR, and we are lucky to have him on the ModSquad team! #12DaysOfMods #ModsNotCubes #HappyHolidays #remotework #workfromhome #thankful

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Today is DAY 6 of our TWELVE DAYS OF MODS celebration! Kristi Martin’s hard work and bright personality have been recognized by her project managers, fellow Mods, clients, and customers alike. A lead on one of her projects, Kristi is always ready to tackle any extra responsibilities with a positive attitude and commitment to quality. In addition to all the positive feedback Kristi has received from customers, project manager Cherise Verrett notes that Kristi’s dedication keeps the project together and her team’s spirits high. “She's bright, fun loving, and warm, all of which make for an excellent Mod and an even better friend,” says Cherise. #12DaysOfMods #ModsNotCubes #HappyHolidays #remotework #workfromhome #thankful

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Happy DAY 9 of 12 DAYS OF MODS! Since joining ModSquad in 2011, Felicia Ho has done brilliant work on a number of projects and currently splits her time between two roles: Mod on one project and project manager for another. Project manager Michelle Ramage attests that in addition to Felicia’s skills in communication, team management, and documentation, her greatest strength is in customer support. “She writes very well and is very good at creating macros for others to use,” Michelle explains. “It was actually Felicia that taught me how to do customer support. My skills are her skills.” Put simply, Felicia is an amazing asset to whatever team she’s on, and we couldn’t be happier to have her on ours! #12DaysOfMods #ModsNotCubes #HappyHolidays #remotework #workfromhome #thankful

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It's DAY 10 of TWELVE DAYS OF MODS! Where Chris Permijo truly stands out is in his ambition and technical skills. Both of these traits have allowed him to take on a hybrid role here at ModSquad, spending time as a Mod on one project and as a project manager on another. “Chris is a whiz at reports,” attests account manager Mike Marcantel, who called on Chris when a client needed requested extensive, detailed reporting. Chris has also become our go-to Zendesk consultant. He jokes that he could implement Zendesk in his sleep… but having seen his stellar work, we’re convinced it’s the truth! “We worked with one of the first airports to implement Zendesk,” shares account manager Jay Biros. “The project would not have gone so smoothly without Chris. The airport uses Zendesk to this day!" It’s exciting to see how Chris has grown his professional skills through his various projects here at ModSquad! #12DaysOfMods #ModsNotCubes #HappyHolidays #remotework #workfromhome #thankful

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Join us in celebrating DAY 11 of 12 DAYS OF MODS! Sheila Lewis is, as her project manager Katie Carson attests, FEARLESS! Not only is she a quick learner; she is also ready and eager to jump into new responsibilities and master new skills. Thanks to her extensive background in games journalism, customer support, and forum moderation, Sheila sets the bar high for herself — and then proceeds to clear it every time! “Sheila is dependable, knowledgeable, and has displayed incredible leadership qualities,” says Katie. “Whenever a new client request comes in, Sheila is the first to jump in and ask, ‘How can I help?’ and to that I say, ‘Hallelujah! Sheila's here!’” We are thrilled to have such a talented, caring, and ambitious Mod in Sheila! #12DaysOfMods #ModsNotCubes #HappyHolidays #remotework #workfromhome #thankful

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And so we’ve arrived at our final day, DAY 12 of our TWELVE DAYS OF MODS series. Lynley Byrd is a member of our Shared Services team and an all-around fantastic Mod. Lynley is able to handle the rapid gear changes required of the Shared project team and does it masterfully. To someone outside looking in, such a skill may not sound like a big deal, but on this project, it's truly invaluable. Lynley also regularly steps up to help out new agents and helps us regulate new workflows. Lynley really understands the importance of teamwork and does everything she can to help the team remain strong, effective, and bonded. Newer Mods look to her for guidance and support, and she’s always there to lend a hand. We’re so happy to have such a skilled and dedicated Mod as Lynley (and she’s a talented photographer, too)! #12DaysOfMods #ModsNotCubes #HappyHolidays #remotework #workfromhome #thankful

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8 Nights of Mod Awesomeness

In addition to our ongoing 12 Days of Mods series, today we are kicking off a NEW celebration: 8 NIGHTS OF MOD AWESOMENESS! Each night, we’ll be sharing stories from the past year of Mods who went beyond the call of duty, exceeding expectations and making a real difference in the lives of their colleagues. On this, our FIRST NIGHT, we celebrate the story of Amy Wall, The Impressor! “Amy is on a smaller moderation project; she has been on that project forever, and knows everything about it. She does fantastic work all the time, but the 'ah-ha!' moment happened when hearing the concern from the client regarding her continued efforts on the project. We were making some management changes, and when we let the client know, they expressed concern about the mod team, mentioning Amy by name several times. It's rewarding to know the client so appreciates our individual Mods’ talents and skills. Amy gives them 110% and they recognize that.” -Project Manager Heather Banks #8NightsOfAwesome #ModsNotCubes #HappyHolidays #remotework #workfromhome #teamwork #thankful

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For our SECOND NIGHT of 8 NIGHTS OF MOD AWESOMENESS, we bring you Wanika De Doelder, The Communicator! “Wanika has a long tenure with ModSquad, and I have worked with her for years now. Wanika went above and beyond in a crisis situation for one of our clients, staying in constant communication. She reported every issue she saw, offered solutions for each one, and pointed to potential problem areas so that the client’s communication team could get ahead of it. Wanika was concerned she was over-communicating, but when she offered to reduce the amount she was sending them, several members of the client’s team replied, “No, this is EXTREMELY helpful. Thank you!” –Account Manager Jay Biros #8NightsOfAwesome #ModsNotCubes #HappyHolidays #remotework #workfromhome #teamwork #thankful

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On this THIRD NIGHT of 8 NIGHTS OF MOD AWESOMENESS, we introduce Sarah Christian & Justin Ellis, the Mind Readers! "As Assistant Project Managers, Sarah Christian and Justin Ellis have been key to my project's success, and I am reminded of that every day! This is just one instance of how super-awesome they are (I want to be totally clear that I'm not disregarding the other million times they displayed absolute brilliance): The other day, we gathered for a team huddle to resolve some complicated issues and see about improving our project's success. Immediately, Sarah and Justin were able to deconstruct the issues and streamline solutions with the greatest of ease. The speed at which they did this honestly made me think they took the red pill from the Matrix and were seeing things I didn't even know existed, practically reading our client's minds! The fact that they do this on a daily basis is truly magnificent. I certainly know who I'm going to team up with should I ever be visited by someone in a suit and sunglasses, referring to themselves as Agent Smith…" –Project Manager Kenny Peebles #8NightsOfAwesome #ModsNotCubes #HappyHolidays #remotework #workfromhome #teamwork #thankful

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NIGHT 4 is upon us in our 8 NIGHTS OF MOD AWESOMENESS series. Here's a story of Carla Lincoln, the Streamliner! "Carla Lincoln has only been on our project for a short time so far, but she has a magic touch when it comes to documents and spreadsheets! I had requested that Carla convert our long list of Mods and the extensive list of the tools they access into a specific format, as a way to ease the conversion to our secure login system. Not only did Carla complete this huge task, but she upgraded it with coding so that I could easily add/remove names (and whenever I added a name, some of their information would auto-populate)! This amazing lady continues to blow my mind and make my life so much easier!" –Project Manager Katie Carson #8NightsOfAwesome #ModsNotCubes #HappyHolidays #remotework #workfromhome #teamwork #thankful

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On this FIFTH NIGHT of 8 NIGHTS OF MOD AWESOMENESS, we have a story of Kristina Bell, The Rescuer! "Kristina Bell was an absolute life saver this past summer. I had a client who wanted to increase hours by a factor of 10, which meant a huge amount of onboarding and orientation needed to happen in a short amount of time. We brought Kristina in as an assistant project manager, and she worked nonstop for three weeks, practically living in our recruitment software and project orientation meetings. It still amazes me that we were able to accommodate such an extensive staffing change is such a short time; it wouldn't have been possible without Kristina's dedication!" -Project Manager Heather Banks #8NightsOfAwesome #ModsNotCubes #HappyHolidays #remotework #workfromhome #teamwork #thankful

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On this SIXTH NIGHT of 8 NIGHTS OF MOD AWESOMENESS, we share a tale of Racheal McKenny, The Crisis Saver! "Racheal McKenny has a background in community management and has worked with me on a couple projects. Most recently, Racheal helped corral a client that essentially had 10 projects in one. She was a godsend for this client! At one point, there was an unfortunate incident happen where a game update included several bugs and errors, resulting in very unhappy customers. Racheal kept in constant communication with the client and me, helped to calm the community, organized forum threads, and directed the client where their attention was needed. This breakdown could have been so much worse, extending into several days, but Racheal handled the crisis promptly and effectively, and it was under control before the next Mod arrived for his shift. Our client immediately reached out to let me know Racheal was the best Mod they'd ever met. I couldn't have agreed more!" –Project Manager Mike Poe #8NightsOfAwesome #ModsNotCubes #HappyHolidays #remotework #workfromhome #teamwork #thankful

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For this final night, the EIGHTH NIGHT of 8 NIGHTS OF MOD AWESOMENESS, we're happy to share a story of Larissa Hisatomi, The Powerhouse! "Larissa's story is actually more of an ongoing series, as she seriously knocks it out of the park with the amount of work that she does weekly. I'm always particularly impressed every time an emergency community update goes out from the client. Almost every time, as I'm writing out a request for our foreign language team to translate a post, Larissa has it done already! She is constantly checking for updates and keeping the Portuguese community informed. She also has a great rapport with players and is held in high regard. These are cherished and invaluable qualities about her that make her such a great Mod! Larissa may have a modest personality, but she is fierce! Her level of efficiency and quality would leave most project managers in complete awe." –Project Manager Katie Carson #8NightsOfAwesome #ModsNotCubes #HappyHolidays #remotework #workfromhome #teamwork #thankful

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Your Top Ten New Year’s Resolutions for 2017

While Ryan Seacrest and mobs of not-so-sober souls brave the freezing cold in New York’s Times Square on New Year’s Eve, we’ll be toasty warm, working hard to help customers welcome in the new year in every time zone on Earth. (Okay, maybe not in those uninhabited portions of the Pacific, but we digress.)

It may be a holiday to many, but here at ModSquad, our tireless team of powerhouse Mods are ready 24 hours a day, 7 days a week, 365 days a year, to engage customers at all hours. But as we do our work helping clients and their customers, we also want to take a moment to help YOU as you round out your list of New Year’s Resolutions. See how much we care? Without further ado, we present your Top Ten New Year’s Resolutions for 2017.

1. Lose Weight and Get Fit. Make sure your internal staff are meeting the productivity needs you hired them for. It’s great to have ample support staff at the ready just in case of a spike or emergency, but you can easily leave that to a flexible outsourcer like ModSquad. Let your full-time employees focus on longer-term tasks and career progression, with us at the ready to back you up if and when you need us.

2. Quit smoking. If you’re constantly surrounded by smoke, it’s probably because you’re always putting out fires. Unprepared for spikes and drops in customer activity? Rushing to staff in support of an upcoming sale or marketing push? Spending too much time reacting to customer complaints on social media? Bringing on a flexible service provider allows your internal team to handle the big-picture tasks.

3. Spend less and control your finances. It’s time to get a fresh start by severing that old vendor relationship that’s holding you back and costing you needless money. We’re talking, of course, about traditional outsourcers that lock you into contracts for months or 40-hour workweeks. Instead, pay only for the exact number of hours required with a provider that offers on-demand service.

4. Travel to new places. So you’ve finally set up a great social marketing plan for your Vine channel. Well, that’s just great, because it’s not an option any more. Your customers are constantly seeking out the coolest new social platforms — you should be, too! We’re strong believers that as a brand, you should go where your customers are — once you’re there, actively listen, engage, and respond.

5. Drink Less. Wait a minute… don’t mind this one. What are we, animals?

6. Be more grateful. Are you showing the love to your customers or fans? As our recent blog entry points out, customer loyalty has a direct effect on your bottom line, and nothing fosters loyalty like good old-fashioned customer support. Take the time to do CS right, and if you can’t, look for a provider who can show your audience that you care enough to bring in the very best.

7. Take time to read. Are your ears burning? They should be! Customers really are talking about you on Facebook, Twitter, YouTube, Yelp, blogs, message boards, and more. If you’re not reading and addressing those comments, questions, and complaints, you could be setting yourself up for a nasty surprise. The amount of chatter can seem overwhelming at times, but we can take you through all the essential steps to creating a comprehensive social-listening program (one that will inform, not overwhelm).

8. Get Organized. As you expand your social listening and customer engagement, you may feel like it’s hard to be everywhere in once. Don’t fret! There are many customer relationship and social media management tools that can help you ensure you’re staying on top of the latest conversations. We’ve worked with many of them and can help recommend the right management tool for your organization.

9. Spend more time with family and friends. An online community is a living being — it needs to be nurtured in order to grow. Don’t let your audience wither and die because you’re spread too thin to spend the appropriate resources on your forums, social pages, and reviews. Show your online family that you care, and they’ll stick with you.

10. Enjoy Life to the Fullest. That pretty much says it all. From all of us here at ModSquad, our very best wishes for a safe and prosperous 2017.

ModSquad’s Finance VP is an MVP – at Helping our Clients

Back in October, ModSquad Vice President of Finance and Accounting, David Wohlwend, was invited to speak at Intacct Advantage 2016 at the Swan and Dolphin Resort in Orlando, Florida. David took to the stage at the conference for its customer success panel and spoke about ModSquad’s utilization of Intacct’s cloud ERP software, and how it has enabled us to better serve both our clients and our Mods. David was also selected to be an Intacct MVP, putting him in the esteemed company of bigwigs from GrubHub, Legendary Entertainment, and Marketo.

About the MVP honorarium, David remarked, “It’s a testament to not only my capabilities but also our team’s capabilities. This was a team effort and a team win for ModSquad.”img_3599

Another win for ModSquad was the 2014 arrival of David to our company. With an MBA from the Yale School of Management and a Bachelor’s in Accounting (summa cum laude) from the University of Wisconsin–Madison, David came to us with more than 25 years of accounting and corporate finance experience.

When he’s not working with his team to meet ModSquad’s finance and accounting needs, David enjoys an active lifestyle, as a frequent cycler, an expert-level skier (who is now “retired from double black diamonds”), and an avid golfer. But his favorite activity is “being an awesome dad to my two children, whom I love dearly.”

Here at ModSquad, David, along with his crack team of whip-smart finance and accounting professionals, has implemented process improvements that have streamlined a number of ModSquad’s internal systems. Improved processes are vital when you have to coordinate payments for Mods around the world and provide accurate tracking and billing for clients. David and his team have worked tirelessly to continually fine-tune our internal systems. The result is a well-oiled machine that allows ModSquad to offer a unique on-demand approach that nobody else can provide. Instead of locking clients into contracts for months or 40-hour workweeks, we bill for the exact number of hours required. And our finance team keeps it all organized, without breaking a sweat.

“Our team gets synergistic effects because we work collaboratively in the cloud to solve very challenging finance and accounting problems,” notes David. “We do it as a team, and we’re very supporting of one another. We have each others’ backs, and that enhances our productivity and creativity.” And with a good captain steering our financial ship, we’re happy to call David Wohlwend an MVP of our very own!