Don’t Sleep on Customer Service

Most people don’t think about customer service as an extension of marketing but oh are they mistaken! Whether your business is B2B or B2C, the experience your clients have will determine whether or not they continue to do business with you and if they will recommend you to others.

I’m going to tell you a little story…

Recently I purchased a new pair of glasses with Warby Parker. I also had old frames that I wanted to put my new prescription in so I could have two pairs of glasses a girl needs options! I’m the type of person that, if there’s a chat feature on a website, I’m using it before I do any sort of digging on my own. I spoke with a delightful customer service representative, Hugh. He answered all of my questions, took care of my additional purchase, pulled all of my information from my recent purchase with Warby Parker so I wouldn’t have to re-upload or input any info and sent me a pre-paid shipping label to send my frames back before I even asked. This was a fantastic customer service experience.

I enjoyed it so much that I:

  1. Took the time to fill out the post-chat survey
  2. Shared my experience on Twitter (and they responded)
  3. Have told this story to, pretty much, everyone I know
  4. I remembered the customer service representative’s name….

How does this story tie back to marketing? Warby Parker will now be able to use my responses from the survey in their testimonials on their website. They can now use my tweet to share on their social media. And I am a walking commercial, singing their praises every chance I get.

“We all know Customer Service is going to rule over the next 50 years of the economy, right? It’s not about “likes” or “follows,” but rather being likable and followable!” – Peter Shankman

Also, quick kudos to Warby Parker’s corporate team for seeing the value in great Customer Service and rewarding it   In my post-chat survey, Warby Parker ask if Hugh should be rewarded with coffee, lunch or a cash bonus at the end of my survey and you better believe Hugh got a latte on me!

Let Tribu help enhance your customers’ personalized marketing experiences with

  • Web Design with phenomenal user experience
  • Social Media strategy & management
  • Reputation Management


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Instagram Updates You Should Keep An Eye On

Social media is constantly changing and evolving. It’s amazing we keep up with it all! In the news recently, my favorite platform, Instagram, is rolling out some new updates that you should totally keep your eye on. Check them out!

  1. Instagram Considering Account Linking Feature for Simplicity of Multiple Account Management
  • What You Need to Know:
    • This is a new option to connect several accounts to a single log-in, enabling managers to more easily navigate various Instagram accounts.
    • Don’t get too excited, folks! I sure did! Even though there are many users who also run business accounts, this option to link multiple profiles is more aligned with the finsta trend, for users who have several personal accounts. However, Instagram is working on a solution for business accounts.
  1. Instagram is Now Testing Direct Messages For Your Desktop
  • What You Need to Know:
    • As you may know, Instagram usage on desktop is minimal. No photo uploads. No Stories updates. Sad day. Testing its direct message feature for  desktop use could be a big step forward for this previously mobile-only app.
    • This move could mean a couple things: messaging is taking on a new importance to the Insta team or it’s possible it is preparing for Facebook’s move to consolidate Messenger, WhatsApp, and Instagram DMs into a single, unified platform. More shall be revealed!
  1. IGTV Videos: Coming Soon to Your Insta Feed
  • What You Need To Know:
    • IGTV will not be ignored! There will now be an IGTV “preview” video and link placed right in your main feed when someone you follow posts a new video to IGTV.
    • This move indicates a less subtle push for users to start utilizing the feature, the  latest sign that IGTV hasn’t taken off as hoped. The bottom line: will users embrace it or be annoyed?

Need a partner to keep up with the latest trends? Drop us a note!

Sources: Social Media Today, The Verge, Mashable, The New York Times

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