Socialicity is a full service communications company. We work behind the scenes with a variety of large brands to help them communicate with their customers effective across a variety of channels, from contact center (phone, email, chat) to social media.
We also work with small organizations, from non-profits to micro-businesses, to help them leverage the potential of social media to grow their companies.
A Note from Pat Perdue
While I’ve spent the past 18 years leading customer contact programs for organizations such as JC Penny, Bell Canada, and Tommy Hilfiger USA, my first job, ever, was in a “phone room” (the term “call center” hadn’t been coined yet) selling carpet cleaning. I was 13, and I was surprisingly good at it. I would book about 5 appointments per day and, even at that age, knew that this amazing device called the telephone was a really good tool for building a business.
Just about every summer after that I would take a job in a “phone room” someplace. While they were just summer jobs to me at the time, they provided me with kind of a laboratory in which I developed a sense of speaking with customers in a meaningful way, in a way that resonated with them. What I learned during those years helped me develop great sales skills, and also taught me valuable lessons about customers and companies that I carry with me today.
Engaged Customers do two things:
- Want the companies they love to grow
- Will even tell the companies they love how to do it
Responsive Companies do two things:
- Listen to their customers
- Take action
In all careers there are “watershed” moments, moments that help define our perspective on what we do. I’d like to share with you one of mine.
While I’ve worked with many top tier brands, my role with Tommy Hilfiger was a watershed moment. It began as strictly focused on the call center support for Tommy.com, but quickly grew into a customer experience role for the overall brand. What was really cool was that, with the launch of the website, Tommy (the brand) could now interact with customers in a way that hadn’t been possible before. Prior to the launch of Tommy.com, customers typically went to a store and either they bought a shirt, or they didn’t. That was the end of the communication. From the organization’s perspective, the relationship was primarily transactional.
With the launch of Tommy.com, everything changed. Customers were calling and emailing to find out about Tommy the person, to express their affinity for the brand, and to communicate disappointment if we had somehow let them down. The relationship between the brand and its customers was now beyond transactional. It had become personal, and engaged. This shift provided a unique perspective of the surprisingly important role brands can play in our lives, and how companies can increase the value of their brand simply by listening to, and engaging with, their customers.
As SVP of Customer Experience at Tripharbor.com, I crafted customer engagement strategy across all media. That was a really cool time. From blogging from the deck of a cruise ship, to engaging customers on our forum, Tripharbor.com was a leader in web 2.0 customer engagement, focusing on all social media. And the more engaged our customers became with us, the more they wanted to do business with us.
It takes me back to that phone room when I was 13. But rather than booking orders for a carpet cleaning schedule, we now can communicate with our customers on a level that adds genuine equity to an organization’s bottom line. And with the many tools available to engage with customers and measure that engagement, organizations that take advantage of this opportunity are poised for growth and long-term stability.
This is specifically where I work with companies of all sizes.