Articles Tagged ‘QR code’


Friday, April 15th, 2011

The field of customer service is very different than it was a couple of years ago. For instance, follow up meant calling your customer after the order. Now follow up may also mean having a QR code for your business. Social media and mobile communication are moving so fast it’s hard to keep up with the changes, but if you want to deliver the best customer service you will have to keep up with the trends. Customer service has made so many changes and taken so many new paths it’s hard to know where to begin. Consider the following interview as another way to look at your follow up and customer service.

Interview with Irene Williams, owner of QRHere, LLC

While at Crossville’s (manufacturer of porcelain stone products) booth at Surfaces (trade show for floor covering industry, held annually in Las Vegas) , I noticed that several of their products had QR (Quick Response) codes; this was the first time I had seen codes used in this way. I turned around and ran into Irene Williams, digital marketing communications and copywriting expert and developer of Crossville’s QR code program and accompanying smart phone app. I’d previously connected with Irene on Facebook, and was finally going to talk with her about her new venture, QRHere, LLC. I must admit, I thought I was up on most things, and then I had a conversation with Irene ; she’s light years ahead of me.

For those of you new to the topic, QR codes are a kind of 2-dimensional bar code. You may hear the phrase “mobile tag” referring to these marks as well. These codes bring digital content to the physical world. Using an app on your smart phone you can scan these QR codes or mobile tags, and you’ll be immediately taken to digital information—very often a web page.

With QRHere, Irene has created a way to make QR codes true Customer Relationship Management tools. While the experience with most QR readers ends on a history log on the smart phone, Irene’s app connects to an online account. When someone with an account scans an item on the smart phone, that information can be revisited later online. That’s a pretty handy feature for anyone selecting tile products. On the flip side, the brand that created the code—in this case, Crossville—is able to better understand what products are getting interest in the market and to know what specific customers are interested in.

That’s a lot of information from one little digitized square on the back of a tile sample!

Irene has been in marketing and PR for 19 years, 13 of those with a niche in the tile/flooring industries. I couldn’t help but ask her a few questions about her QR code venture.

Irene, how did you get into this?
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