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.

“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.”