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Customer Relationships: An excellent experience

October 14, 2019 -  By
Glasses with the company logo create help Plants Creative Landscapes stand out. (Photos: Plants Creative Landscapes)

Glasses with the company logo create help Plants Creative Landscapes stand out. (Photos: Plants Creative Landscapes)

Hope Smith’s title of “people experience manager” is a clear indication of how Plants Creative Landscapes in Decatur, Ga., feels about its customers.

“Our goal is that the customer experience from A to Z is as seamless and simple as possible,” she says. “Customer service is an important piece of that puzzle, but ensuring a (good) customer experience is a different picture and thought process.”

Plants Creative Landscapes, a $5.2 million company that provides 60 percent design/build and 40 percent maintenance services to a 90 percent residential, 10 percent small-scale commercial clientele, puts a strong emphasis on social media as a way to stay connected with current customers and also attract new ones. Last year, the firm hired a social media specialist with a goal of creating consistent content. This year’s goal is creating engaging content, like the company’s “Tag a Dad” Father’s Day Facebook giveaway, through which a local daughter helped her dad win a grill.

Hope Smith

Hope Smith

“When customers are able to connect with a brand before they’ve even talked to a human being, it helps build the foundation of a meaningful, long-term relationship, which is ultimately what we are looking to do,” Smith says. “It’s about building relationships and building trust with our customers.”

This article is tagged with , , and posted in 1019, Cover story

About the Author:

Emily Schappacher is a freelance writer based in Cleveland.

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