Tiny Portland, Oregon Company Connects To Nationwide Customers Online
Company Replaces Face to Face Community Building With Facebook and Youtube
Since Christmas of 2013, Gaia's Table has been attempting a transition from selling only in the Portland, Oregon area to selling online via Amazon.com. That meant face to face customer contact has been entirely replaced with online and telephone connections to their customers. This has been a significant change for the local retail company.
Troy Wright is Gaia's Table's customer experience officer. He sites customer contact as the main reason the small company decided to sell their products in the first place.
Gaia's Table was originally founded as a way for the owners to source quality supplements for themselves, says Wright. Their initial order for Green Coffee Bean Extract was much larger than their members could use, so they distributed the excess at cost to friends and family. The feedback from those first customers prompted the local organization, which calls itself a 'Project' rather than a 'Company', to continue creating batches large enough to have a surplus to sell.
When the company decided to try selling online, its two main concerns were sourcing the same quality of product in larger quantities and maintaining that contact with their customers. If both goals could not be met in the first 6 months, Gaia's Table's founders were going to pull back from nation wide distribution to once more servicing the Portland metro area exclusively.
Today's announcement means that Gaia's Table Green Coffee Bean Extract will continue to be available online at Amazon.com.
Quality control concerns were addressed by using free and custom applications on the founders' smart phones to monitor sourcing, packaging, and shipping of their products. Gaia's Table supplements have sold out twice, the first time within five days of becoming available online.
Kennon Brown, another of the projects' founders, says that they will be able to stay ahead of demands "unless Facebook or Reddit or somewhere shines a spotlight on us for 15 minutes of fame and panic."
Customer contact has changed from small talk at the Portland Saturday Market to weekly updates on the company's Youtube Channel and lifestyle articles on Gaia's Table's web site. Wright also says he is learning that "social media isn't just about teenagers gossiping. Real community building goes on there."
The company also sends a hand written thank you post card to every new customer, written by one of the company owners. "We'll never be able to do this when there are a zillion new customers a day," says Troy Wright, "but for now the least we can do is greet each customer who tries us out."
About Gaia's Table
Gaia's Table is a small, local, Portland, Oregon based nutritional project Gaia's Table All Natural Supplements.
The popular Pacific Northwest company sources vegetable, fruit, and herb extracts and concentrates from all over the planet and use them to make all natural supplements here in the USA.
The Gaia's Table project is expanding to nation wide distribution during 2014.
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