• “It’s All About Trust”: Conversations with Client Services

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Here at Propel Marketing, we have a pretty fantastic team dedicated to helping all sorts of local businesses expand their digital reach.

As a member of the Social Media team, I have the privilege of working with many members of our Operations team to develop and implement engaging and results-oriented online marketing solutions for our clients.

One of the people that helps make it happen? Ryan Mulligan, Client Services Manager and multi-tasker extraordinaire.

I sat down with Ryan for a quick chat to hear more about her role, her best practices, and her advice for one celebrity desperately in need of an online marketing makeover.

Hey Ryan! First of all, got any fun facts about yourself?  

A fun fact about myself… Love these. I’m very, very good at quoting movies and the show Friends, but I can’t remember what I had for lunch yesterday.

Can you tell us about what you do at Propel?

I am a client services manager here, so I support the sales team with incoming product requests and collaborate with other teams/departments at the company to fulfill the products. I also reach out to clients each day to discuss next steps in the process and what they can expect from us.

As part of your role, you work closely with clients to help them develop their online marketing strategy. When you start with a new client, what’s the first thing you ask?

Their business name! No, seriously though… A lot of companies out there have misinformation online, either incorrect or inconsistent info which only hurts their online presence and business. One of our products aims to take all of that bad information out there and make it right (and consistent). We want them to be found! And when they are, we want their customers to be calling the right phone number!

That’s so true. I remember one client you and I worked with had social pages and business listings under 3 separate business names! The first thing we did was to consolidate their pages and listings, so that their customers can easily find them.

Ryan, I know you love keeping up with the newest trends in the digital marketing space. What are you most passionate about?

I think, in this moment, I am most passionate about social media. It has such a presence right now and people are relentless about writing about their (sometimes negative) experiences online. Business owners have to be prepared to respond to potentially negative reviews or comments about their company and act accordingly in order to not scare off potential customers.

It’s great to hear that you love Social Media as much as I do!

Can you tell us about a great experience with a client you’ve had recently?

One of the fantastic things about Propel is that we build long-term relationships with our clients. A client of mine started off just building a mobile site. He had such a good experience with us that at the beginning of the summer, he decided to utilize our Search Engine Optimization (SEO) services as well. And, after a successful start to his SEO campaign, I just heard yesterday that this client decided to build a 10-page website with us as well. It’s so nice to see a client so happy that they keep coming back for more and more of what we offer.

I’m sure that comes from your extensive background in client services and account management. Client communication is an art! What’s some advice you have for someone who’s looking to start out in a career in client services and who wants to build strong relationships with clients, like you have?

Just like sales, it’s all about trust. Many of our clients are new to digital marketing, so they count on us to steer them in the right direction. It’s OK to say that you don’t know the answer to a question, but you have to be sure to get the client the right answers. That will instill more confidence in your abilities than giving them a wrong answer that you have to fess up to later.

Great advice! Okay, Ryan, be honest: If you could advise one celebrity on their online branding and strategy, who would it be?

Well, that’s an easy one, right? It would definitely be Miley Cyrus! I would tell her to be careful of what she’s putting out there about her “brand” right now. The internet is here to stay, and her latest performance is probably never going to be forgotten, or go away!

 

Got a question for Ryan? Want to hear more from the members of our team? Leave us a comment and share your thoughts!

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