11.30.16

Managing customer service on social media

In the past few years, social media evolved from a channel of personal stories to one of customer service complaints. “Social customer care” is the new phrase.

You, operating as a customer, have probably tweeted at an airline for a delay. You’ve probably also raved about a product you love. What the company does in response is what you can quantify as social customer care.Read More

10.05.16

Key to getting started on social media is using small goals

One of the first questions I receive about social media marketing, especially in relation to coffee companies, is: “How do I get started?”

There is so much information out there. Where do you begin on social media marketing for your coffee company?

But what I say to these people and my clients, is to start small. There is a proven record for establishing small goals.Read More

08.24.16

How to write for a global audience

Writing for a global customer base is tricky. At its core, great customer service is all about understanding what the customer wants and delivering it.

If your main language is English, but your customers have varying degrees of English proficiency, then it’s your responsibility to make sure they understand what you’re saying.

I’ve learned a few things after working with clients with a global audience. Outside of hiring great communicators in various languages, there are some items you can tweak first.

These tips cover your digital communication – anything from company blog posts to emails to short tweets.Read More

08.18.16

Boss Coffee Pros: Bethany Hargrove

Like many of my real-life coffee friends, I first met Bethany on social media. Her sassy, brutally honest tweets were a refreshing escape from the carefully curated streams many of us (myself included) have adopted.

I met Bethany in real life this year at USCC sectionals in Kansas City. She qualified for nationals & I was fortunate enough to run into her in Atlanta. I took a quick snap and sent over some interview questions.

Read More

08.15.16

Speaking: Sprudge live podcast and Tamper Tantrum

2016 is surely the year of saying yes to all the things that terrify me (terrify in a good way). When you’re off working for yourself, you don’t have an employer to say, “Hey, here’s a logical next step in your career.” Freelancing is a series of successes and failures. It’s a lot of experimenting on what you think is interesting to you and finding out what you’re not so into.Read More

08.05.16

The pros and cons of using Instagram stories for your business

Should you invest in Instagram’s newest feature? Is it worth the effort for your business?

A few days ago, Instagram announced to the world their newest feature – stories – a direct copy of Snapchat. When I saw this feature live, I was simultaneously filled with dread and excitement. I’ve been using Snapchat for personal fun (follow me @thejennchen!), but had yet to recommend it to any of my business clients. I’m of the camp that if you do not have the time or personnel resources to dedicate to Snapchat (or insert any other social media network here), then you shouldn’t do it.Read More

05.06.16

In Review: SCAA Expo 2016

Another Expo over with and I’m only just now feeling back to my regular self.

Collaboration appeared to be the main theme for me this week. Over and over again, I found myself collaborating with others or finding inspiration through other collaborations. I’ll give you a couple of examples:

  • The Baratza Sette 270W grinder is a collaborative effort between Baratza, Etzinger burrs & Acaia. It won Best New Product!
  • Emily McIntyre and I have been working on our lecture for months now & it was a huge success!

Read More