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Defining Broadvoice: Culture of Service

George Mitsopoulos
George MitsopoulosCOO

I recently read that Apple, one of the most innovative and iconic companies of our time, gives a message to all new hires on their first day.  The card reads: “There’s work and there’s your life’s work. The kind of work that has your fingerprints all over it. The kind of work that you’d never compromise on. That you’d sacrifice a weekend for. You can do that kind of work at Apple. People don’t come here to play it safe. They come here to swim in the deep end.  They want their work to add up to something. Something big. Something that couldn’t happen anywhere else.”

Apple’s iconic strategy has always focused on emotion.

apple logoThey work to develop an intimate connection with their customers by constantly striving to create a memorable experience when discovering and using Apple products.  The feeling you get when you walk into an Apple store, interact with their employees, unbox your newly purchased item and observe the ease of use is all the same. It’s not just about the product, it’s about the emotions you feel at every step of the way.

Those memorable experiences and tapped emotion are why in a recent study of iPhone users, 70% said they would only consider purchasing a new iPhone on their next smart phone purchase. From the first day at Apple their employees are inspired to help Apple achieve their vision and be part of something greater than themselves.  Finding that emotional connection is the cornerstone of a corporate culture that reaches beyond your office walls.

You make it sweet, one interaction at a time.

At Broadvoice, the term “culture” describes not only how we treat each other but how we treat our customers.  We strive to create a space where we place value on the relationship with the individual customer; making each interaction a building block in our customer rapport.

Much like Apple, our focus at Broadvoice is centered around creating memorable and amazing experiences that drive brand loyalty for our customers, partners and each other.  Everyone at Broadvoice is empowered, capable and responsible for making each experience with Broadvoice truly sweet.

Our plan to create these experiences appears simple; focusing on Service Delivery that works.  For us this comes down to three driving principles:

  1. b-brilliant. Be knowledgeable, provide innovative solutions, be inquisitive and anticipate needs
  2. b-kind. Be understanding, have empathy for your customers. Make it positive and easy.
  3. b-responsive. Be attentive, organized, respond with urgency, be empowered to fix it and always follow through.
Never lose sight of the impact you make on other people in any given moment. The choice you make to smile (or not), to follow through (or not), to be empathetic (or not) makes a bigger difference than you will ever know.

Donna Cutting, CEO of Red-Carpet Learning Systems

This week I am fortunate enough to be sitting on a panel at the Cloud Comms Summit discussing How to Differentiate Yourself in a Maturing Market with four other industry leaders.  Our culture at Broadvoice is our market differentiator; it permeates everything from how we answer the phone to how our products are developed.  My hope is sharing this philosophy and our commitment to service will inspire others to put a focus on what is important; building customer relationships even when your business is technology.  Ultimately, we are striving to communicate, collaborate and connect.