Episode 13 - Wink Frozen Desserts

Wink Frozen Desserts may not yet be a household name, but this ice cream company is changing lives – at least East of the Mississippi – one scoop at a time. Created especially for people with lactose intolerance, celiac disease, and certain food allergies, Wink’s line of frozen treats allows those who thought they couldn’t enjoy ice cream get a taste of the frozen favorite again.

Jordan Pierson is the Chief Marketing Officer at Wink, and he took some time to talk with Dan Moriarty and me about Wink’s dedication to its niche customer. While the company’s slogan, which refers to its ingredients, is “less is more,” that definitely does not apply to their customer service.

Some of the most quotable moments of this episode of the Focus on Customer Service podcast include:

• "Because we're food, we like to use Instagram, we like to use Pinterest, we like to use Facebook to showcase who we are."

• "For the most part, Twitter is a customer service hotline for us."

• "Whatever your product is, not everyone on the planet is going to like it, and you have to roll with the punches on that."

Here are the highlights of Episode 13 and where to find them:

0:50 The background on Wink Frozen Desserts and how Jordan joined the team

2:20 Wink's customer service strategy

5:30 How a niche audience affects Wink’s social media strategy

7:16 Which channels customers use for service

8:53 Online communities and other engagement opportunities

11:19 Jordan shares a memorable interaction with a fan

13:20 Jordan's advice for other companies trying to succeed in social care

Thanks to Jay Baer for nominating Wink Frozen Desserts to appear on the show! If you have had a great customer service experience on social media, please tweet us using the hashtag #FOCS and we will try to interview that brand on a future podcast.