It’s Customer Experience, Not Customer Service, at Moosejaw

Feb 21, 2014 10:48 AM  By

Name: Jerry Hoopfer moosejaw
Company: Moosejaw Mountaineering
Title: Associate Project Manager

Here’s how social media helps me in my everyday life: Dogs, food, booze and beards. I get to see dogs, food and beer porn, and some of the most stunning beards.

Here’s how social media helps my business stay in touch with consumers:  Whether it’s engaging them with our edgy offbeat humor, or giving them an outlet to tell us and our followers about their experiences, social is a good outlet for us to share our brand with our customers and the world.

Plus, for a company who goes out of its way to have fun and not take ourselves too seriously, it’s just been a great fit for us.

Did I mention that you look stunning today? Yeah, you reading this right now.  

The best lesson I learned about social media is: Although it’s free, it still comes with a cost – almost 99.99999% of your time!

Which merchant is mastering customer service right now:  So this is going to be super boring, but my choice is Amazon. The customer experience is so fluid in all facets.

I’m of the opinion that customer service is so much more than the customer contact – it’s about the entire experience. From the first time the customer hits the web page for that transaction, onward.

If you’re talking about the level of service offered, I would have to say us: Moosejaw. Every staff member is empowered to own the customer contact and make it right.

When I’m not shopping on my own site, my favorite place to shop is:  Amazon.  Seriously stunning. It’s actually distracting me.

The biggest contact center/customer service tool I need for my business would be: A good partner on the technology team?

In my downtime, my favorite place to travel would be:  You’ll find me on the water, or on the trail.

The best advice I received from a boss, friend, mentor or family member is:  Trust and build trust.

If I could have one superhero power, it would be:  Unwavering discipline. Like, X-Files super soldier type stuff. Yea, I went there.

When I was growing up, I wanted to be a:  A Coast Guard swimmer, Search and Rescue.

Jerry will also be speaking at the 2014 Operations Summit. To find out more about Jerry and please click here.

To connect with or follow Jerry on various social media channels, please click the icons below: