Category Archives: Business

How to Set Smart Customer Service Goals

In life, everyone has hopes, dreams and aspirations. Most of these dreams are formed at young age, like I had dreams of starting a tow truck company. Unfortunately, with age, many realize that some of these dreams are not meant to happen. There is nothing wrong with setting goals even when some of them seem unattainable. The same can be applied when it comes to the business world, and more so in customer service. When businesses dream too big, they can create more opportunities for failure. Setting the right goals is key to successful work environment. However, that is easier said than done.

Businesses should look forward to set customer service goals, and this is the right way to go about it.


Coordinate Goal Setting

Setting smart goals should start by coordinating goal setting with the rest of the company. Customer goals typically focus specifically around customer satisfaction, retention as well as referrals. Rather than setting large marketing and business goals, work on what can be measured, analyzed and improved. You need to set goals that are coordinated and aligns with the rest of your team members. It will be easier to measure success if you can do so with other team members. If you have a goal of increasing customer retention by 5 percent, you should have your own tactics of implementing the same. By comparing goals, tactics and results, you can make great conclusions about the right strategies to use.


Set clear tactics

You need to set clear tactics for achieving your goals. It is important that you have a clear and consistent tactics that can help your team achieve its goals. Tactics are all actionable steps taken towards reaching your goals. If you have a goal of increasing customer retention by 5 percent, you might have several tactics such as increasing employee training, writing more thank you notes and offering new weekly guidance to your team. All these would be mini goals that your team can achieve and help them in attaining their final goals of increasing customer retention.


Challenge your team

You need to work on challenging your team to leave their comfort zones. You want your goals to always be attainable. However, attainable will never come easy. You team will get bored if they are consistently doing the same thing. Monotony of work and boredom normally leads to laziness, incompetence and increased turn over. You need to work on eliminating all these factors by giving your employees some fresh goals to work towards on each month. Challenges are always good and will help in improving employee productivity.

You also need to track individual and team progress. Since you will be assessing different employees on different tactics, it will make a lot of sense if you can track the progress of both individuals team members as well as the whole team. In that way, you will be able to pinpoint the root cause of any mishaps and specific tactics that might contribute to their success. Tracking individual progress will also help your employees feel heard. Take time to sit everyone and listen to their sentiments, feedback and work on what can be improved.

What you Need to Know About Customer Experience Optimization

Customer experience optimized products have 1.6 times higher brand awareness and higher customer retention. While traditional  tow truck businesses focus on differentiating themselves through new features and product velocity, many have now started to realize that its excellent customer experience that draws customers and creates a boost to critical business metrics. Customer experience is the holistic relationship that your customers have with various customer facing aspects of your business, such as customer success, customer support among others. Optimization is the art of finding a balance between what your customers want and what your business can afford to offer.

Customer experience optimization considers each of the touchpoints within your customer’s journey. It works to make them more efficient and beneficial for the customer while not driving your business down the drain. It means looking at the key components and using them to make the best business decisions. Here are some of the way and things you can use to optimize customer experience.


Ask customers how they feel

It is easy to make assumptions on what your customers prefer based on the actions within your products. However, the best thing you can do is to ask them directly how they feel and what they enjoy in what you offer about your products. Be sure to send surveys and conduct customer research. The result of those surveys will not only benefit customer experience team but will also be helpful to your other departments. Such results will help your marketing team in understanding what drives customer behavior.


Create a Journey Map

You need to take account of every place your customers come into contcat with your products. You must document every comment, support ticket, marketing email among other interactions where customers come into contact with your products. You then need to match up all those points of contact with any data you have from your qualitative and quantitative surveys and data aggregation tools. Use the information you get to lay out a map for your customer journey that your average customer follows. Once you have a good understanding of every stop a customer takes along their journey, you can start optimizing and improving their experience.


Understand why they made their purchase.

What is the problem that your customers are trying to solve? When they pay for a product, everyone will always have something they think will be able to improve with the purchase they make. When you know what that goa is for your specific customers, it will empower you to move them forward even more efficiently. The faster you can get them to that realization of value, the more meaningful your product and experience will be to them. You need to talk to your support team about what makes customers feel frustrated. Ask your customer success teams how they measure success. Ensure you discuss value drivers with your sales team and always consult the results of your survey.

Ensure you do the required user testing and session recording as these are great ways to view users from a different perspective.





Top Benefits of Social Media for Small Businesses

The surge of digital media has transformed tow truck businesses all over the world. It has opened up a new channel for businesses to interact with customers and potential customers. Small businesses have arguably benefitted the most from social media. It has almost leveled the marketing field with the big boys on the key demographics. Here are some of the advantages small businesses have received from social media.

Increased brand recognition

Most small businesses are almost unknown. When you start a business, you need to launch a marketing drive to build your brand recognition beyond your employees, business, and friends. You need to reach out to your target customers and let them know who you are and what you do. Social media gives you a platform to do just that. The popularity of digital media has seen top platforms like Facebook and Twitter create ad targeting that reaches out to a particular demographic.

Improved brand loyalty

Many small businesses can leverage the rise of digital media to improve their brand loyalty. Getting customers is not enough. As a brand, you need to retain these customers and create a relationship with them to encourage referrals. Social media allows a smaller brand to consolidate its following. You can interact with your clients which will build customer loyalty. Furthermore, online is becoming a great place for potential customers to get reviews too. If you create brand loyalty online, you can be sure that the customers will be writing rave reviews about your business. People are persuaded more with brand ambassadors than brand influencers, so that’s a great thing.

Higher conversion rates

Having brand ambassadors can help you increase sales so try and improve brand loyalty on social media. That is not the only way to increase the conversion rate on social media. Potential customers are taking to social media to look for products and services and not just reviews. Leverage your social media platforms to generate leads by tailoring your content in a way that captures your target market’s attention. Small businesses should then train their sales team to convert the leads generated.

Improve customer service

Digital media is instant, convenient, and affordable. All these are qualities of good customer service. Customers are taking to Facebook and Twitter to register complaints and make inquiries. Presence in these platforms will enable small businesses to improve their customer relations.

Reduces cost

Every business, whether for profit or not, seeks to lower its costs. A small business may struggle to break even when getting started. Social media enables you to reduce your marketing costs considerably which can boost your bottom line. Setting up your digital channels is free, and buying ads can cost you as little as $1. Social media marketing is way cheaper than traditional marketing.

Social media helps small businesses reach out and connect to key demographics. Millennials are part of that group and they a key because brands that capture them are set to have loyal customers for a very long time. If you are a small business, ignore social media at your peril.

What You Need to Know About Strategic Marketing

Marketing refers to all actions you take with the aim of attracting audience to your business, products or services. Your aim is to get people interested in what you offer and share content with them, so as to decide to do business with you. Since marketing aims at attracting people to your business, it is essential to know of the ways and strategies you can use to attract them. Without having key information, it will be challenging to be successful in your marketing efforts. The way you can get key data and information pertaining marketing is through strategic marketing.


What is Strategic Marketing

Strategic marketing involves the process of conducting research to establish goals and objectives that will maximize the effectiveness and success of your overall marketing strategy. This process is quite beneficial as it helps you to be more intentional with your marketing. It ensures that you target the right audience, you enter the right market and use the correct mediums to achieve your marketing goals. Effective strategic marketing is the act of uncovering information that you will need to create an effective marketing plan and execute successful campaigns. Strategic marketing will directly influence many elements of your overall marketing strategy. It is thus important to approach the process carefully. Here are some key steps you need to follow to achieve the same.


Planning phase

The first stage of strategic marketing is planning phase. It is the most critical step and forms the basis of your efforts. You will want to identify your business purpose, needs, goals as well as objectives you want to accomplish as the entire process will help you achieve the same. Without this information, it can be challenging to progress to the next steps as you will lack a good understanding pf the purpose behind your marketing efforts. It will be even harder to create a solid plan that helps you succeed.


Analysis Phase

The analysis phase involves taking an outward look at how your company measure up to your competitors and your industry. During this stage, many companies will be interested in conducting market research and competitor analysis. Market research will give you an understanding of what your industry looks like, the current trends, market share among other aspects. The information you discover should also validate your goals and objectives and give you an understanding of whether they are achievable or not. A competitor analysis will be good to teach you the ins and outs of your competition, the position they occupy in the industry and any possible gaps that exist in the industry that would need you to fill.

Another important phase is the development phase. Once you have a clear picture of your industry and how you should present yourself in the market, the next step is to develop your marketing plan. This stage is more closely related to the aspect of establishing your marketing tactics that are informed by your strategic marketing process. This stage also involves defining your marketing mix, and this allows you to meet the objectives of your overall marketing.

How to Create a Customer Responsive Culture

70 percent of customers believe the most important thing a business can do when it comes to customer service is to value their time. The best customer service teams not only find solutions that are very appropriate for their customers but also find them quickly so that customers can get back to using their products and services. They work on adopting a customer-responsive culture that encourages agents to put customer needs first and create effective solutions within the shortest time possible. The combination of speed and accuracy helps in improving the overall productivity of a team and generates delightful customer experiences.

Customer responsiveness

Customer responsiveness refers to the ability of a business to respond to service inquiries and fulfill them within the shortest time possible. It includes both the speed it takes agents to initiate interaction as well as the time it takes for them to complete customer requests. You will always want to reduce the number of times customers have to wait before they are served. Additionally, it is very important that you focus on solving all their problems. It can be a great thing if customers can pick up their phones and immediately reach an agent who provides them with a speedy solution to their problems.

It is very important to establish a customer-responsive culture. Here are some ways to g about it.


Set team and individual performance goals

Team goals are very important because they hold your entire team accountable. By setting goals for individuals as well as your teams, your agents will quickly know of their expectations and work towards meeting those goals. People also feel great when they are valued and appreciated. Apart from setting goals for the team, individual goals mean you trust the person and you are putting individual responsibilities on their shoulders for them to do what is right.


Adopt Automation

Automating your service process is one of the most effective ways to improve responsiveness. If you can integrate automation into your support channels, it means you get a good opportunity to expand on your team’s bandwidth and ensure an immediate response regardless of the communication medium you are using. You can make use of chatbots to respond to customers even when your team is out of the office. You can use chatbots to send emails, and trigger messages when you are out of the office. For phone support, you can install machine learning services to redirect customers to the next available resource for actions to be taken.


Create customer experiences

Work on creating Omni-channel support experiences. Reduce time wasted by adding more support channels to your service offer. Omni-channel support systems provide multiple channels for customers to contact you and also connect these mediums to create a unified and seamless experience. Customers can start a conversation on one channel such as social media and seamlessly move to another channel such as phone, email, or live chat. Ensure you also make full use of snippets, personalized tokens, and email tokens to enhance the experience you give to your customers.

How to Write Job Descriptions to Attract Best Applicants

Copywriters specialize in making readers take specific actions. They write a variety of copies including articles, landing pages, sales emails as well as job advertisements. It is easy to write an eye-catching job description that attracts brilliant people you are looking to work with. When writing a job description, you want to write a job ad that consistently drives candidates to fill out an application. You also want qualified applicants, people who meet your requirements. To get these people, you need to read the entire job description before deciding if this position is a match for what you are looking for.

Here are some of the ways you can do to attract the right people to your open positions.

Study your target candidates.

You might have heard that people buy on emotion first, and then rationalize their purchase using logic. Applying for a job description in that sense is much just like making a purchase. When hiring your job ad, you need to tap into those emotions by learning everything you can about your target audience – which is the person you are looking forward to interviewing. What are their professional goals and aspirations, what makes them happy, among others? You can create a target candidate persona and use this information to make potent promises that your target candidates want to hear.

Optimize job titles

Every single day, job hunts lead millions of people to search for millions of keywords as well. This makes SEO a very important component in the recruitment process, especially when writing job ads. In your quest to be unique and desired, you should not make up a new, and creative name for an established role. Doing so means you will probably miss out on important keywords that people are searching for. Keep in mind that the experience level of your ideal candidate can change the words they use when looking for online jobs. Ensure you post positions under recognizable, keyword-friendly titles, as that is what candidates will be searching for.

Start with a company summary

You need to open your job’s main text copy with a company summary paragraph. You should not just paste your businesses’ about us section into your about us boilerplate description in your job listing. Your company summary should help to put the which you’re hiring into context for the applicant. If your company is good at selling security software, it will never be enough to simply state your company name, when you were founded and the type of software packages you offer. What your applicants will need are company details that pertain to the team they will be joining. You need to describe your open positions using subheads or sections on areas that touch on benefits, requirements, and responsibilities.

Concisely describe job benefits

You need to have a concise description of the benefits the said job will offer. Every ad should start with a concise description that talks about the overview of the role. It should be snappy and compelling and be sure to complement the clear and quick explanations of the role the job’s picture benefits as well. People will always want to be part of something bigger than themselves. You need to appeal to their desires by helping candidates envision the impacts of their work.





Conflict Resolution Skills to Use with Your Team and Your Customers

In as much as we love working in organizations, they are not free from disagreements and conflict. Conflict is a major part of work and life in general. Many of us might fear conflict. As humans, we aim to see everyone happy and satisfied. However, it has to be noted that conflict is also healthy and an important part of any life. When conflicts occur, it means people are learning to stand up for what they believe in. Overall, conflict resolution is an important process that all employees should undergo.

Conflict management can be approached using a variety of different styles. While these styles may differ, each of the methods utilizes the same management skills. To successfully manage conflict, you will need to apply each of these skills at the right time. Here are some of the skills you need to purposely have.

Active Listening

Active listening is a skill used by salespeople to have a better connection between them and customers when presenting a pitch. However, it is a very useful skill when it comes to managing conflict. It begins by intently focusing on what your customers have to say. You then make note of the phrases they use and make appropriate responses. Doing so demonstrates that you are listening but also helps clear any confusion about the argument. Additionally, you need to be sure to ask clarification questions whenever you need the same.

Emotional Intelligence

Emotional intelligence describes the ability to read and understand your emotions as well as emotions from others. It is an incredibly important skill when it comes to conflict management because it prevents disagreements from escalating. With this skill, you can effectively interpret the emotions of your opposition, and becomes easier to communicate with them without any provocation. Additionally, it can eliminate frustrations and anger. When people are hungry, they will be more compromising because they are distracted by their emotions.



Conflicts are rarely simple or easy to come. People don’t like to wrong others or be found guilty unless something happens to provoke their rational mind. If you are looking to resolve a conflict, it is important to understand that the problem may not be solved right away even when the solution is obvious. No matter what the conflict is, you still need to take sufficient time to listen to every participant and value each of their agreement. Even when there is a clear answer, you should never rush to make conclusions. Take time to ensure each pair has been listened to and that you can draw clear conclusions. This is where patience comes in.


Open Communication

For any conflict that occurs, a relationship is created between parties that conflicted. When they work to resolve their issues, they then create a relationship that lasts forever. This relationship needs to be nurtured. Creating an open line of communication between the two parties is the best approach for fostering healthy and long-term relationships. All these skills can help you and your team manage conflicts most efficiently.