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How to Improve Customer Experience

Every customer service rep can relate to that anxious feeling of suddenly engaging in unexpected and unpleasant interaction with a customer. In that brief moment where you are welcoming a tow truck burke va customer, an optimistic greeting is suddenly met with a hostile reaction. Have you ever wondered where such frustrations come from? It is because they have waited for rescue services for long and no one was coming to their help? That might not always be the case.

Customer experience refers to the overall sentiment of every interaction customers have with a company.
It is always the beginning of the first point of contact that a customer wants to do business with you. Customer experience amount to what happens to lead to the support making a phone call. to address an issue a customer might be facing. If you are ready to build a better experience for your customers, here are some sure tips to follow;

Illustrate the customer journey

Before you can get started on a company-wide initiative, it is probably a good idea to come up with a game plan. One of the best ways to go about it is to create a customer journey map. It refers to an outline of every step your customers go through while interacting with your business. It includes engagements that extend beyond just purchasing a product. When building this map, be sure to consider a range of perspectives from all stakeholders.

Audit your customer experience

You need to audit your customer experience from multiple internal perspectives. Since the customer journey is affected by every facet of your business, you mustn’t only focus on only one department of your business when carrying out this audit. Customers will be interacting with every aspect of your business, so be sure to gain a complete picture of what is happening. Consider gaining unique perspectives from every internal department of your organization.

Dedicate a clear focus

You need to dedicate a clear focus to the initiatives you want to carry out. Your customer experience will not change over a single night, so you must demonstrate to your entire company a clear focus on your initiative. Dedicate someone to execute the plans you have. Facilitate them with anything they need so that they can achieve success within the shortest time possible. Companies that put forth customer experience normally achieve higher revenue growth.

Distribute customer experience Data

You must ensure the data you get about your customers is well distributed across various departments in your business. Keep your employees in the loop regarding the conclusions you have found from your research, that can help your team optimize internal processes such as customer routing, workflow automation, client tagging among others. Wherever there are any customer needs, they must be addressed faster. Work on all aspects that can help in improving your product and service quality. Increase upsell opportunities to gain more revenue. In case you experience any churn, learn from the same and work to improve processes.

Guaranteed Ways to Boost Job Satisfaction on Your Team

If you are looking forward to improving on your cleaning services team’s productivity, reduce turnover rates and drive increased revenue for your company, it is important that you take time and put a lot of focus on how you satisfy your employees. If you are worried about the tangible benefits associated with job satisfaction, then your company standard to grow faster if you invest in your employees and their associated happiness.


Happy employees are associated with a low turnover rate and feel associated with good workplace culture. If you are looking forward to keeping your top talent and nurture them for the long term, you must find ways to ensure they are satisfied with their work. There are lots of free and relatively easy strategies you can apply to boost the satisfaction of your team, including methods such as;


Give consistent praise and focus on the impact

Employees do not feel they are getting as much praise as they need. Consistently telling your employees how good you appreciate them when they do a good job can work wonders towards making them proud of their work and providing them with incentives to work even harder in the future. Take some time to appreciate your employees for the good work they do that is related to your business.


Offer career development and training opportunities.

Today, career development of no longer just an issue to be ignored. Research now shows at a high number of employees would stay in a company longer if that company invested in their career. By offering career development and actively seeking out opportunities that can help your employees grow, you will be setting your business for long term success.


Care about your employees’ welfare

You need to show you care about the mental and physical wellbeing of your employees. Your employees will not feel satisfied if you are sacrificing their physical and mental wellbeing for the benefit of your business. To boost their overall satisfaction, you must make an effort to show them that you care about their welfare. Additionally, allow them to take time to recharge themselves and boost their productivity.


Foster a good working environment

You need to foster a good working environment where your workers can all bond and have a good time. Some of your employees will like to spend a lot of their time at the place of work, so it’s important to ensure you make the working environment as smooth and cool as possible. Foster workplace connections and consider adding games and other activities to your shared space. Additionally, plan for weekend tasks that can ensure your employees bond and break away from the day to day norms.


You also need to conduct a job satisfaction survey to know how satisfied your employees might be. Show your employees how important they are to your company and allow them to voice their concerns and have their say. Always give them a platform to express themselves and make communication to be as easy and seamless as possible.


How Marketing Automation Makes Marketing More Agile

When you want to start any business such as cash for junk cars, you will be guided by the demands of your market. You must conduct market research to ascertain whether there is a demand for what you want to sell. It can be frustrating and a wastage of resources if you introduce products to the market only to realize no one is ready to buy from you. Market research plays a vital role in ensuring whatever you decide to sell is acceptable to your prospects. This is where market intelligence comes in.


Market Intelligence

Market intelligence refers to the information that is gathered by a company in regards to a specific market and helps teams make better marketing decisions. It is used to learn about existing markets, problems faced by customers, competition, available customers, and growth opportunities.

The purpose of gathering marketing intelligence is to learn about the customer and competition so that you can have a better chance of marketing your products and services Companies can gather general demographic and spending habits of consumers and use this information to write better and more targeted social media ads. Additionally, market intelligence can be useful in helping a company make better decisions on product development.

During market research, there are different types of information collected, which include the following.


Competitor Intelligence

Once you have a better understanding of how you compare with your competitors, you should have an inward look at your products and services to see how you fair. The goal here is to learn about the quality of your products and the performance of your services. If you have physical products, you should evaluate the manufacturing process to ensure you are building the most efficient products.


Market Understanding

To have a true understanding of the performance of your products, you need to have a look at the various markets where your products are available. Is it possible for you to expand your products to other markets? Are there other markets that could benefit from your products and services? This information could be very useful in helping you understand where your audience is.


Customer Understanding

Understanding your customers is the key to increasing the product life cycle of what you are offering. It is five times more expensive to acquire a new customer than to retain an existing one, and so it’s important to put customer research and understanding as a priority in your business. You need to understand various aspects of your customers. Why do they buy from you, and what challenges are they faced with? The goal here is to gather as much information as possible that can help you make better decisions concerning your customers.

Market intelligence is very important in helping you understand where you should devote your resources, understand what markets to enter, understand customer purchasing patterns as well as the audiences to market to. To conduct market research, you will need to use both internal and external sources including surveys, questionnaires, focus groups, forms, journals, among others.

How to Get Your Startup Up and Running with Business Incubator

For first time entrepreneurs, starting any company, be it cleaning services, towing service, software development, or eCommerce, can be a lonely process. There is a lot of hard work, dedication, and self-discipline that need to be put in, with limited options and resources at your disposal. Over the last few years, founders and startups have turned their attention to business incubators and accelerators to grow their business.

It is a concept that makes a lot of sense for entrepreneurs at their early stages of founding a company, to leverage a defined process for success and transition to a sustainable business.


Business Incubators

A business incubator is a company that helps startups and new businesses accelerate their growth and success. Incubators achieve this by providing support in a variety of areas including management training, capital mentorship, office space, and networking connections. Incubators can be sponsored by different types of organizations including private companies, venture funds as well as lending institutions.

Some incubators are focused on a particular type of companies, such as fintech startups, vertical markets – those that invest in energy markets, etc. Companies usually spend one or two years in business incubators. The span is normally determined by need and obligation. The ability to receive quick, accurate information from incubator executives and mentors holds a significant key to the growth of a startup.

There are different tasks that business incubators do.


Office Space

Some incubators offer office space for free and even on below-market rates to their portfolio companies. Doing so helps in solving several problems for startups. It allows startups to find a professional space for their employees to work without having to sign a lease. This can be very useful when a company is not sure how quickly they will scale their production.


Specialized Equipment

Some incubators invest in specialized equipment such as modeling software, prototyping equipment, 3D printers, and software development labs. This acts as a huge advantage for scaling companies at their early stages. Access to costly equipment and simulation programs would be crucial for the growth of such companies, and this can be made possible if companies can get what they need at the lowest cost.


Experienced Mentors

It is very important for startups to make little mistakes when scaling up. Most incubators offer experienced staff or very savvy industry experts to offer much-needed help to core teams to stay focused and avoid making common mistakes. Incubators normally bring onboard mentors who have specific startup experience to help them in explaining processes, planning, and making key decisions.


Group training and education

Many business incubators offer a wide array of important business training that spans from legal advice on startup documentation and incorporation to other general business issues such as product development, research, innovation, and establishing company culture. There will also be shared business services much such as leveraging the availability of software and selection, and other services such as accounting, banking, marketing, and manufacturing. If you are considering getting signed up to an accelerator program for your business, there has never been a better time like now.

How to Implement Attraction Marketing

Have you ever come across a post on LinkedIn or Instagram from your favorite celebrity or influencer explaining how they use a certain service such as towing service or product? They might have just posted a photo with a caption explaining a certain item. Regardless of the situation, you can probably recall a recent time in which your attention was drawn to a product just because someone expressed high praise about it. The person might have explained how the product works and makes their life better.

If that is the case, that’s what we call attraction marketing.


What is Attraction Marketing

Attraction marketing is a term used for a method of marketing a product or service. It works by providing valuable information about an item before convincing customers to buy. It is a very powerful marketing strategy for both lead generation and brand loyalty. Attraction marketing takes an angle that convinces you why you need the product than ever before.

The biggest challenge you will be faced with is coming up with a plan on how to implement attraction marketing in the best possible manner. It requires using a technique that emotionally connects with a lead or customer and provides them with answers to the questions before they even ask. The biggest part of implementing attraction marketing is by expressing helpful features that define how a product is reusable. Here are some sure strategies to go by when implementing attraction marketing.


Build an emotional connection

You need to come up with creative ways of telling a story in a way that connects with the emotions of your prospects. This comes as a result of using keywords and phrases that build an emotional connection with potential customers. Instead of saying that your product works, you need to share how using the product empowers you as a marketer or a consumer.


Name the product and its useful features

When building your message, you need to mention the product by name. If possible, create a hyperlink of the product page and connect the features of a product to what the product solves. Doing so will help customers in visualizing how their lives would be improved from the experience of using your service.

Focus on the future value

It is always a good idea to mention how using the product or service in such a delightful experience can fit into the lifestyle of the consumer. If the customer is seeking to know how to use the product, they will be more interested in seeking information. After all, everyone is looking for anything that would make their lives easier. Use any information that would attract the most consumers and make them interested in what you offer. Doing so shows how your brand is customer-centric and obsessed, and also shows there is a human behind the product being promoted.

While doing attraction marketing, there are a couple of tips you must get right. To achieve success, you will need to pick the right channels for your messaging. You will need to choose a platform that supports long-form content. You may consider having accounted for visual platforms such as Twitter and Instagram and making use of graphics and video to deliver your message.

Questions to Ask a Potential Customer About Their Business Pain Points

Selling to people who can’t buy or won’t buy becomes a huge drain to your sales, budget, time, and productivity. You need to have a clear understanding of your market and your potential buyers, to stand a chance of making good turnovers. If your prospects don’t have a business pain, then they do not need to do business with you. Your salespeople must ask effective questions and uncover business pains as quickly as possible.


Business pain points

A business pain point is an issue or problem that is causing pain in an organization and requires a solution. True business pain is not just a problem where the solution is nice to have. Such must be budgeted, has to be discussed and there must be a plan to have the solution ironed out. Because such problems are big enough, they must be solved for your organization to grow and function successfully.

Since business pain points keep a company from functioning, they must be addressed in the right way. Here are important questions that can help you identify a customer’s pain points.


What is the biggest inhibitor to the company’s growth?

This is a classic soundbite that cuts across many spheres. Every company is in business for growth. This means the biggest obstacle to growth is generally a serious pain. If you can help prospects talk about their current business situations, it can increase your understanding of the company, while demonstrating your expertise as well.


What takes up the most time of your day

This pain point question is for individual contributors and managers. In most cases, salespeople hear over and over that buyers care more about the value rather than the features, and this question will review the concrete value your products could have to your prospects on a personal level. You can ask your prospects about how solving a business pain point can have an impact on their team, and how much time will be saved in the process.

When addressing business pains, there are a couple of sure tips you can follow to have everything work in the right manner. Once you have identified a pain, you can determine how to solve it for your prospects. Doing so offers an incredible way to leverage as a salesperson since you become a solution provider rather than a product seller.

You can use the language of your prospects when talking about their pain. This is a psychological technique that can go a long way in building trust with your prospects. Instead of trying to appear impressive by relying on jargon, only your colleagues can understand, you can show your prospects that you take their issues seriously by using a language they can understand.

Additionally, you need to identify key stakeholders as early as possible. If you are selling to multiple teams and one team has completely different priorities than another, you need to know this early. Prospects will sometimes appear less authoritative if they tell you they are not the sole decision-makers in different situations.



Ways to Build a Solid Crisis Management Strategy

In business, a crisis around the corner could hit without any formal warning. Because such events are unexpected, impossible to predict, and imagine, there is a need for leaders to develop solid strategies to quickly respond to a crisis that might arise, so that businesses can survive and continue to thrive. The crisis may come in different forms and creating a comprehensive plan to deal with such a crisis is always a viable option.

On the positive side, smart leaders understand how to build a flexible crisis management strategy. Here are important steps you can take to design and implement an effective crisis management strategy for your company.


Learn to be resilient

From the onset, you need to learn resilience and accept vulnerability. To overcome any crisis, leaders need to be agile and learn the power of resilience. This involves making difficult decisions with limited information and being well prepared to lead through the outcomes that come as a result of quick decisions. It is imperative to gain the confidence to lead your organization. It is also very important to embrace vulnerability and you must recognize that all not all decisions will lead to the desired outcome.


Do your forecast

You need to practice – ‘what could happen if’. Preparation is key to getting things done. One of the best ways to prepare for a crisis or disaster is by practicing – what could happen if. For a business, it means you must ensure you have a pipeline for succession, and if you can acknowledge that, it becomes an important process for your success. During any crisis, be quick to act and act decisively.


Change accordingly

Business leaders need to change according to the times and your people. You need to acknowledge that crisis management affects everyone in your organization. When deploying a strategy, it is important to acknowledge the times you are in and the people you serve. You can never use a strategy for a situation that occurred 20 years ago, to be used to solve the current crisis. You must be ready to change according to time.


Form a crisis management team

A crisis management team should be formed from various stakeholders in different departments, locations, and product lines. Include competent people and experts in their fields, and those that bring different skill sets to make a team. Gather the group together and brainstorm on the different crises that may before your organization. Afterward, categorize those crises in the order of priorities and come up with suitable mitigation strategies.


Identify your key risks

The first step towards developing a solid crisis management strategy is by determining where you are at risk. In the world we are living today, every business is at risk. The way we do business introduces us to greater risks but also give us more growth opportunities. When you know your key risks, you can create a solid crisis management plan that can be used to keep your business in operation for a long time, even when disaster strikes.

Understanding and Defining a Target Market

Your business may offer different products and services to appeal to the demands of the masses, but now everyone will like what’s being offered in the market. As a business owner, it is your duty to find people who not only want your products and services but are also willing to make purchases. This is where the issue of the target market comes in.

A target market is a specific group of potential buyers for which a business positions its products and services. It is a group of people who are most likely going to buy your products and services.


Understanding your target market

It is important to have a clear understanding of your target market. Too many new and home-based business owners do not take time to define their target market. This translates to wasted time and money as they seek clients and their customers. Some business owners make the mistake of defining the target market as anyone, in reality, the ideal buyers have specific traits and characteristics, which fit the products and services being sold.


It is very important to know your target market. When you have this understanding, you will better equipped to place your marketing message in places where your market hangs out and using words that capture their attention. If you place your advertisements and messages to the wrong target, it will lead to a lot of wasted time and resources, especially marketing dollars. You will end up getting frustrated as you try to change things, which otherwise would not even work.


Segmenting a market

Segmenting a market involves breaking down the market into smaller groups. Take an example you have a market of moms who want to lose weight. You may segment the market into different groups such as; stay-at-home moms, moms living in the city, among others.


There are four common ways of segmenting a market.

– Geographical segmentation based on location such as states, cities, and street addresses

– Demographic segmentation that is focused on features such as gender, race, and age

– Behavioral segmentation that is focused on benefits customers receive and how they use particular products and services

– Psychological segmentation looks into attributes that relate to personality, attitudes, values, lifestyle, interests among others.


To be able to segment a market in the right manner, there are a couple of key questions you should be able to answer. These include questions such as;


– How old is your ideal customer?

– How much money do they make?

– Is your product or service most suited for men, women, or children?

– Are they homeowners?

– What type of education do they have?


Tailoring your marketing

The better you have an understanding of your ideal buyer, the more effective your marketing efforts will be.  You will know where to find your ideal customers so that you can get your information in front of them. Additionally, you will be able to create messaging that attracts your customers. You stand a better chance to speak directly to their needs and present solutions that really solve their issues.



Powerful Ways to Support Mental Health in the Workplace

Reports from different research institutes here in the States show that 1 in 5 adults have a mental health issue. America is fast shifting its attitude towards mental problems to reduce the stigma associated with mental illness. It is the responsibility of society, in general, to address all issues around mental health. Businesses can raise awareness and reduce stigma, by implementing programs that prioritize mental health in workplaces.


Causes of mental illnesses

Many issues contribute to mental illness. Many causes of mental illness come from outside work. Issues such as job insecurity can cause a lot of anxiety and raise mental issues. Unrealistic workloads with overworked employees may lead to burnout as people feel stressed about their performance. Employees working for long hours may also develop work-related stressors. If there is a poor company culture, it may also contribute to mental issues as people feel socially disconnected, intimidated, and feel unwanted.

There are different ways businesses can act to support mental health in their workplaces.


Implement employee assistance programs

Employee assistance programs include voluntary benefits programs that help employees address personal and work-related problems that could affect mental health and work performance. Most of these programs offer screening and confidential assessments, referrals, follow-ups, and counseling to all those affected.


Optimize workloads

Research from various quotas points out how employees think their companies have unrealistic workload expectations. A lot of expectations in work may lead to stress, poor productivity, increased absenteeism as well as mental and behavioral health risks. Frustrations in workplaces may lead employees to engage in unhealthy behaviors such as drinking and violence.

Create a stable and supportive company culture

A supportive company culture presents a great way to deal with mental issues from employees. Any dictatorial form of company culture can leave employees feeling unsupported and with uncertain expectations. A stable culture will provide employees with clear goals, values, and rules. A good way to go about it in establishing good company culture is to train supervisors to enforce and support employees. Employees need to have clear cut goals and feel supported even when things are not going as per expectations.


Cultivate inclusion

Small businesses in most times take on the personalities of their founders. However, assuming that employees share different preferences, it can become toxic if their ideas and opinions are not respected. Too many meetings, distractions, and noisy work environments might leave employees exhausted and feeling less inspired.


Organize for events

Businesses should organize events and host seminars and workshops. They should implement company-wide mental health education that would help teams easily identify mental health issues and deal with these issues early even before they get out of hand. They should invite external experts to train staff on how to recognize mental health issues and support one another.

Businesses should always create a safe and productive atmosphere. There are different environmental factors such as lighting, noise levels, and exposure to nature, which can have a big impact on mental issues at work.