Posts Tagged ‘zealotry’

Online Customer Service Lagging? Call GRM.

Online Customer Service Lagging? Call GRM.

Last year, a client noticed that GRM staffers were responding to their customer issues on social media so quickly and in a more appropriate ‘brand voice’ than their internal team. So they asked us to take on all of their online customer service.

We gulped. Agencies always like new assignments. But customer service? For a marketing agency? That’s a new one. Then it hit home. We are about creating zealots, and the number one way to build zealotry moments is in handling complaints, questions or frustrating issues. So actually, it seemed a logical and natural extension of what we do as a company.

We are eight months into the assignment and it is no longer an experiment. The perceptual barriers just haven’t materialized. The client is happy and we have established a working process. If you’d like to hear more about our customer service work and see the process and analytics, send us an email. We’ll be glad to give you a quick tour.
Introducing Milani’s new website.  GRM launches its most comprehensive site – yet!

Introducing Milani’s new website. GRM launches its most comprehensive site – yet!

You expect a cosmetics company to have a great look to its site. Milani Cosmetics is no exception – stunning visuals dominate. But it’s what’s underneath that separates this from most websites and well positions Milani against the category giants. At the end of the day, the Milani site is a combination of branding, navigational ease and commerce.  Credits go to: the internal Milani team, Team Internet Marketing, L.A. Productions, and of course GRM. Easily the most comprehensive site we’ve developed. Some highlights:
  • Clean, easy to navigate design
  • Ask a Beauty Advisor feature
  • Social integration throughout
  • Both customer and expert reviews of products
  • Italian-inspired blog
  • How-to videos
  • Full spanish site
  • Ability to create a personalized wish list
  • Always free shipping on orders over $25
  • Color combination recommendations for products
  • Custom vegan shopping experience
  • Ability to purchase e-gift cards
Milani Cosmetics was named as one of the top 20 performing beauty brands in social media from January-June 2014 by Beauty Inc. of WWD. Check out the new website at and let us know what you think.