How to Handle and Remedy Customer Dissatisfaction

Would it be satisfying if anyone who bought your towing service was thrilled with the experience they got and only had good things to say about your business? It would be so cool if every customer survey you send showed a 100 percent satisfaction rate. It can be exciting if every review left about your business was positive. All these would be fantastic, but the truth is no company really gets all of this experience. Any product or service is meant to go through some sort of criticism and it is important to know how to handle the same should that situation face your business. Any customer who is not happy with your business will express their dissatisfaction. It comes as a result of some sort of poor product quality, business conduct, pricing or something else.

Here are some of the most common causes of customer dissatisfaction

Issues with quality

Customers will always raise their concerns and complaints when it comes to the make and durability of your product. The value of any product you offer to your customers should never overstep the value you deliver. If you bill your products or services to be a premium package, then so be it. It must reflect that kind of your posturing. Customers will always voice their concerns when it comes to issues with pricing. Customers might complain about a product or service being overprices. Customers will feel overwhelmed and turned off by how expensive a product is especially if they are not getting value from the dollars spend.

Failure to Meet Customer Expectations

When you offer product descriptions, show product photos and provide product specifications, you will be setting expectations with what customers can get from your offerings. When setting those expectations, you will promise to deliver on them. If you don’t make good of your claims, you will be violating customer trust and actively mislead them. Customers will not take that kind of treatment lightly. Expectations can extend beyond the ones you set through specifications. In business, it is always a good thing you under promise and then overdeliver.

Here are a couple ways you can minimize customer dissatisfaction

Be Consistent

You need to get ahead of customer dissatisfactions by consistently asking for and acting on feedback. Stay privy to what customers think you are doing well and where you have room to improve. Conduct surveys and follow up with customers after they make a purchase to see where your product or service is lacking and get to know where you can improve. If you have the resources, conduct focus groups can help you get some important feedback. Once you have gathered enough insights from your customers, be sure to do something with it. Leverage feedback to preemptively address points of customer frustrations as this presents the best way to address customer dissatisfactions.

You need to quickly and thoroughly respond to service inquiries. Your customer support department is your first line of defense to customer dissatisfaction. This department needs to be well staffed and well trained, with the right resources and equipment so that they can comprehensively handle high volume of service inquiries.

How to Conduct Marketing Opportunity Analysis

When you want to start a tow truck business, the first thing you would need to figure out is coming up with a market opportunity analysis. Market opportunity analysis refers to the process of researching where and how you can reach more potential clients and grow your revenue share. It involves identifying competitions, understanding your audience and uncovering all potential risks. By doing a marketing opportunity analysis, you will be better placed to prioritize new business ideas, based on how potentially profitable and risky they are. It is very important that you conduct a market opportunity analysis.

Performing this kind of analysis can help you grow your existing business, and pivot into new markets and opportunities as well as expanding your current market. Here are some notable benefits of marketing opportunity analysis.

Make better long term strategic decisions

Your business is impacted by many external factors. Without making the time to examine the current marketing trends, you will be left blinded. A marketing opportunity analysis can provide the insight you need to see into the future. What will the market look like in about five years or ten years from now? What forces are acting on the market today? Are we experiencing any shifts in terms of demographics? All these questions will be useful in helping you make better long term strategic decisions.

Evaluate product and service demand

You need to have a great product that your target market will love. This means you start by doing a market assessment to show you the potential for selling your products and services. This analysis will be very important in showing you the potential for selling your products and services and evaluating if expanding into potential new markets will be worth for your company. You may find there are no existing market for your idea and this leads to a blue ocean strategy. In blue oceans, demand is created rather than fought over. There will be a lot of opportunity for growth that is both profitable and rapid.

Identify potential marketing strategies

The four Ps of marketing revolve around price, place, product and promotion. Throughout the process of market opportunity analysis, organizations stand to gain a deeper understanding of who their target customers are, what they want and how they make their decisions. After carrying out an assessment on your current market, you will be able to price your products more effectively and know which promotional strategies work best. Are there key partnerships that you should pursue? What key strategies do you need to include in place to create the best synergies?

Uncover areas for further research

When you start to have a better understanding of your market, you may identify even more new opportunities that need to be explored. You may discover new initiatives that encourages more sustainable businesses. A customer research project may identify new pain points that you never knew they existed. The benefit of having a better understanding of your marketplace is that you can leverage any new opportunities that come your way.

Tips to Build a Customer Oriented Growth Strategy

Employees and managers act as guide and provide vital foundation for the growth of a tow truck business. Executive stakeholders play a role for overarching and driving success for a business from a distance. Finally, customers help a business propel as they give it business and drive revenue numbers up. The best companies put their customers at the forefront of their focus. Regardless of the department involved, the entire organization should be committed to customer needs and remove all user roadblocks. By creating a company wide effort towards their customers, businesses can effectively grow their customer base and achieve long term success.

When looking forward to build customer-oriented growth strategy, here are some strategies you can use.

Select a growth strategy

Before you can make your growth strategy customer oriented, you need to determine a type of growth strategy to use. Doing so will help you identify areas where you can create more customer centric approach. You can choose market penetration as a strategy. It is the simplest strategy and offers minimal risks. It involves selling more of your current products to your existing markets. You can also use market development as a strategy. This strategy involves entering new markets. You can accomplish the same by opening stores in new locations and entering international markets. You can also decide to adopt product development, acquisition strategy and diversification strategy.

Share your customer information

Once you have selected the best growth strategy, you can start making it more customer focused. You need to begin by spreading customer information throughout your organization so that all your state holders are clear of your new objectives. Customer service and support teams have access to a lot of information about your customers. This information can be recorders into an online database that can be accessed by all members of the organization. Doing so will ensure every team can learn more about what customers’ needs and desire from your products.

Offer customer service training

Every team in your organization will have its own unique training and onboarding process. However, some training can be cross functional and applied to every department in your company. This is particularly very relevant when it comes to customer service training. If every new employee at your business begins with customer service training, they will become very familiar with customer focused strategies. When looking forward to implement a new growth strategy, they will already have customer’s best interests in their minds. Additionally, customer service training can help non-customer facing roles become more familiar with user needs and understand the common behaviors of your customer base.

Don’t forget about customer retention

Some growth strategies such as market development and diversification focus solely on customer acquisition. While it is always great to open yourself up to new markets, it is also important to remember your existing customers. You need to put a lot of priority on customer retention as doing so will help you stay customer oriented. Ensure you are not just making one-time sales but also cultivating loyal lifetime customers.

How to Launch a Successful Multichannel Marketing Strategy

Multi-channel marketing is defined by many organizations as communicating with and marketing to prospects and customers across different channels, both online and offline. That means, instead of running just a single start and stop the campaign, marketers go ahead and operate in a lot of spaces. Multi-channel marketers work to identify the channels their target customers are using so as to understand how their target customers move from one channel to another so as to create a seamless experience.

These marketers work to establish their presence across different places. While working online, they target search engines, blogs, email and social networks. When it comes to offline, they will target print, TV, radio among others. Marketers aim at different shots. There is brand reach aimed at increasing brand awareness by expanding reach. They then choose the best channels to help them accomplish those goals. There is message and the effectiveness of a multi-channel marketing is predicted on how well a message resonates with target audience.

Message driven to customers should always be consistent. Success in multi-channel marketing doesn’t only lie in choosing the right messaging, but is also determined by how consistent such a message can be driven at all times. There is also the issue to deal with engagements. Not all channels are built for content distribution. Social media will require some levels of engagement for businesses that want to reach long term success. If prospects will be interacting across multiple channels, the issue about experience comes in.

Build your Persona

When looking forward to launch a successful multi-channel marketing, there are a few elements you can put into practice. You will need to start by identifying your buyer persona. Having a clearly defined buyer persona or even multiple ones will help you on your marketing efforts. Having this information will help you decide which channels to focus on and how to move your message.  Additionally, you will need to choose the channels you want to target. Effective multi-channel marketing can be costly because you will be required to spend on different channels and platforms.

Create your messaging

You are likely to have a dedicated team that specialize on creating messaging for these channels. It is important to have a content creation plan in place to ensure you have a cohesive experience across different channels. Otherwise, you will leave your audience more confused than engaged. Ensure at all times, you share helpful ad relevant information that can be shared.

Stick to Channels Rules

Play by the rule of each channel. Even though the messaging  is consistent, you need to be strategic in regards to what work goes on each channel. Extremely visual channels such as Instagram may see more success with images as it is LinkedIn sees success with articles. You will also need to figure our how you will integrate the experience you have across different channels. It is also very important that you implement some marketing automation. It is very important for you to track all interactions and engagements

Understanding Business Strategy and How to Build an Effective one

In the world of business, professionals are fully obsessed with tactics that can help a business have an advantage over competitors. The focus on success should never be a short-term thing. It should be deeply rooted in finding long-lasting results for the business. This is where building a business strategy comes in. Building a business strategy can help a business achieve both short and long-term goals. The strategy is deeply rooted in principles, which set the road map a business must follow, and explains why businesses do what they do.

Business Strategy

A business strategy is a roadmap for achieving your business goals. It established a set of principles that inform businesses on key priorities, decisions, and actions to be taken. However, it is not the tactics that work, but what matters most is how these strategies are executed. If you are looking forward to building a strategy for your business, here are some key issues you must ensure you follow.

Identify Business Aspirations

You need to start by identifying your business aspirations and setting goals to measure your progress towards achieving those aspirations. In any business setup, traditional goal setting will let you measure what you do, but will not gauge how you do it and why. If you are only focused on results, you will be inspired to take key steps that guarantee you get the results you need. You need to consider setting and anchoring your actions to all your aspirations and have a vision that you follow.

Segment Your Market

Additionally, you need to pinpoint the segments of your market that you want to capture. Your product or service will not be most suited for everyone. There will be customers who genuinely need your products more than others. Those who find the most value from what you offer will stick longer with your business and will least likely churn. You need to work on boosting your customer lifetime value and lowering your customer acquisition costs.

Decide on Management

You then need to decide on which management systems are needed to help you push your agenda. The type, nature of the experience of your managers will determine the success you can get. Managers will be responsible for developing, supporting, and inspiring employees to do their best. No matter how much raw talent your employees have, they will never reach their full potential without guidance and proper management.

Strategies are just pieces of tactics written on paper. Without proper implementation, nothing will materialize. We live in a world powered by technology and the internet gives us a lot of information to make decisions. You have access to countless amounts of tips and tricks you can use to your advantage to build a successful business. However, without the ability to think critically about whether these tricks work or not, you will be fighting a losing battle. This is the reason strategy is very important. It grounds a business into set principles that can be applied to almost any situation and achieve a business get to its long term success.

A Simple Guide to Human Resource Management

Human resource is the person or group of people at a company who manages all things or resources related to employees. This not limited to hiring, maintaining a budget, recruiting, managing benefits as well as ensuring employees are fully satisfied. It also involves implementing company culture and training new hires. Based on this definition, it becomes challenging to run different operations in human resources successfully. This is the reason small and medium-sized businesses have human resource departments with different employees overseeing all management issues, engagements, and developments.

The work and responsibilities of human resources will touch on a huge portion of your everyday business. If you are involved in human resource, you will be required to handle a lot of tasks including;

Handle employee relations

Human resource handles employee to employee relationships as well as employee to company relationships. This means they have to work to develop positive interactions and treatments among all employees within a company, to ensure they get the required motivation to come to work, commit to their jobs and invest in the growth of a business. Whether it is a personal matter or a work-related issue, keep the best interests of both the company and employee.

Create Employee Structure

Your human resource department will handle your entire staffing plan. While working in human resources, you will need to identify gaps in your current employee structure and fill them by acquiring new talent. You will also be in charge of firing any existing talent that is not meeting your company standard. Your company’s human resources will ensure that you have the right people to help you grow your business.

Managing Employee Satisfaction

Once employees begin working for a company, you will want to ensure you are excited to come to the office every day and add value to your company. Their excitement will be directly related to their level of job satisfaction. If employees are happy in their roles, they will feel as if they can grow at your company and will work to deliver the best for your business. If that is the case, they are more likely to be motivated and add a lot of value to your business.

Managing Employee Benefits

Your human resource department will handle all types of benefits your company offers. You need to provide good employee benefits as it is critical to the success of your business. Your business will have proven to attract and retain talent, as well as increasing employee productivity. All these benefits you provide as a company will leave your employees satisfied and fully motivated to work for you.

All payments and compensation tasks are handled by human resources. This will include tasks such as employee salaries, payment schedules, and other work-related paperwork. If an employee is offered a promotion, or if employees are given bonuses, it is the work and responsibility of human resources to handle all changes in their regular payment schedules. The human resource department is also tasked with handling new hires. When an employee is hired, it is the work of human resources to orient them and integrate them to working in their new company.

How to Incentivize Your Sales Team for Motivation

The success of any team relies on setting the right strategy, getting together characters with the right skills, offering all required resources, good management, compensation, and above all, motivation. When it comes to motivating your team, there are a couple of ways you can go about it. It can be from a simple, good compensation plan, creating the right working environment, availing the tools and resources they need, and offering rewards. Incentivizing your reps with rewards, whether flashy, practical, entertaining, or even prestigious can boost morale and make your team perform at the highest levels.

Here are a few strategies to make the same happen.

Cash Bonus

Monetary incentives are probably one of the most straightforward awards you can offer to your team to get them the much-required motivation. You need to have a plan in place to ensure you compensate your sales teams for the efforts they make towards meeting sales targets and quotas. Successful sales efforts rest on money motivation. People also prefer money because money can be converted to nearly any other form, according to the tastes and preferences of an individual.

New Gadgets

Most consumers will be in love with new and flashy gadgets. This is one of the main reasons people normally camp outside Apple stores whenever there is a new product is on release. People normally find new tech gadgets always exciting and salespeople will be no exception. Get them the latest iPhone, a new laptop, television, or any gadget according to their tastes and preferences.

Professional developments

We are humans and as humans, we will always be motivated to learn new things and improve on our pot of wisdom. People will always be in search of professional development opportunities to grow and advance themselves. Many reps are looking for opportunities to bolster their sales skills and set themselves up for smooth and professional development. You can offer your team incentives such as tickets into sales seminars or even tuition reimbursements so that they can stay current.

Personal development incentives

Apart from professional development incentives, there are also personal development incentives. Personal development presents a great motivator to your sales reps. There is no person who doesn’t want to be their best self. Incentives such as gym memberships, second language classes, cooking classes, among others, can go a long way towards ensuring your team is fully motivated.

Vacations

People will always be looking for opportunities for getaways. A company covered vacation presents one of the sure ways and traditional awards for exceptional salespersons. People will love being able to take some time off from work and dedicate the said time for their families and also for themselves. You can also offer additional vacation time. Salespersons who work hardest should be rewarded with some additional time to rest.

Additionally, people will always want to be recognized and appreciated. You can boost morale among your team by ensuring your valuable contributions of each member of your team. Recognize good and exceptional performance and mention it out.