Education, Events
July 20, 2020

Key Takeaways from CouchCon's Importance of Leadership

Previous Session | July 9, 2020

There is no shortage of books, blogs and inspirational material on the topic of leadership. Especially in the business world, leadership is an aspect of day-to-day existence that is often dissected and disseminated through every form of media imaginable. Hundreds of theories, schools of thought and suggestions for execution exist and, all of this information makes it clear, as Matt Zieminski, ServiceCentral’s director of partnerships points out, “there is no perfect way to be a leader.” Of course, no one is perfect, but what is the criteria through which leaders should be evaluated? What makes a good leader? In CouchCon’s The Importance of Leadership, three leaders with more than thirty years’ combined experience suggest that leadership boils down to 3 core dimensions: adaptability, resilience and trust.  

 

Arguably, the foundation that this evaluation is built on is adaptability. The day-to-day operations of a leader are nothing if not varied. Climates and attitudes change, sometimes drastically, as new information becomes available and it is of the utmost importance that a leader is able to comprehend and re-tailor approaches. Chief Business Development Officer of ServiceCentral and RepairQ, James Schellhorn likens this essential life skill to the mighty and majestic chameleon. Thousands of years of unique visual evolution allows the chameleon to see their surroundings in nearly 360 degrees. This, along with its signature active camouflage make it the poster child of adaptability. But, the ability to constantly re-imagine and re-define how you interpret information, execute ideas and engage with those around you in ever-changing circumstances is a characteristic of all good leaders.

 

Once a prospective leader masters all that the chameleon has to teach in the way of adaptability, they can then focus on the second aspect in this theoretical leadership pyramid, resilience. There can be no resilience without adaptability, and in the words of James Schellhorn “Resilience is what defines some of the greatest people and greatest companies in history.” The connection between adaptability and resilience is described by Co-Founder of 12 Week Leader and CSO of Injured Gadgets George Rogers as,“being willing to accept change.” In addition, he says, a resilient mindset implies the ability to let go. The combination of these ideas perfectly describe what it means to adapt and soldier on. It is impossible to grow as a person, leader or business without being able to interpret and reassess information but also without being able to press forward and continue to do these things regardless of outcome or obstacle. 

 

While adaptability and resilience require a certain level of introspection, trust is the aspect of leadership that is most apparent to others. As Matt points out, “leadership is not just a top down approach, it is a team effort.” Trust is the culmination of that team effort and has much farther reaching effects than communication by itself. 82% of people say they don’t trust their boss to tell the truth.  This statistic casts a large shadow on the perception of leadership in the business world. However, George also points out that with great trust can come great productivity, with 45% of people saying that lack of trust in leadership is the biggest thing impacting their work performance. But how does a leader establish trust with his team? James points out that in his experience, openness builds trust more effectively than charisma. Although that’s not to say that a bit of charisma can go a long way. One thing is certain, building trust isn’t easy. But whether you’re just starting out in your career, a seasoned CEO, or a brand it is essential to build trust with your customers and across your organization. 

 

As these humble suggestions are digested and plans are made, if the reader so chooses, to implement them into daily interactions it is important to remember the simple fact that there is no perfect way to be a leader. Perhaps most importantly “being a leader is not so much about being able to execute a predefined plan as it is having a certain mindset” as Matt astutely reminds us. A mindset best described as ART. 

 

We hope you will join us for our next CouchCon discussion. If you have ideas for future topics, questions, or feedback please email us at marketing@servicecentral.com.

Presenters

James Schellhorn

Chief Business Development Officer, RepairQ/ServiceCentral

James provides direction for ServiceCentral and its products, leading product development, sales strategy, and marketing efforts. In his current role, he drives company growth with a customer-centric philosophy.

George Rogers

Co-Founder, 12 Week Leader
Chief Strategy Officer, Injured Gadgets

George Rogers is an international renowned speaker, with great compassion, dedication, and a sense of humor that keeps you connected. George inspires and challenges each of us to be willing to transform who we are into who we are meant to be. He shares how creating a culture that invests in others through authentic compassion and servant leadership can impact everyone for the greater good.

Hosted by

RepairQ logo

Supported by

Smiling Matt

Matt Zieminski

Moderator

Matt Zieminski is the Director of Partnerships for ServiceCentral and has been in the electronics industry for almost ten years. Outside of work, Matt loves to hike and enjoy the great outdoors of Richmond, California.

Related Posts

Education, Events
June 23, 2020

CouchCon: The Importance of Leadership

Previous Session | July 9, 2020

Throughout the past six months, our professional and personal futures feel as uncertain as ever. Businesses have experienced unimaginable disruption, and some won’t survive. The scale of recent events has meant that none of us are immune to the current state of our country, our communities, our businesses, and our teams. 

 

It’s critical for business leaders to communicate effectively and help employees stay informed and updated, to feel like they’re being seen and heard, and to keep them focused and on track. What means the most to employees is guidance from the executive of an organization and their direct team leadership. How can these leaders provide what employees are looking for and need during such a tumultuous time?

 

Who should participate?

  • Any business that has been, could be or will be impacted by the COVID-19 virus and 2nd or 3rd order effects, civil unrest, or other events in 2020 (murder hornets!?!)
  • Businesses with a retail presence that facilitates customer/employee interaction

 

Themes

Staying Informed and Updated

  • Cadence and Channels of Downstream Communication
    • Daily vs. Weekly vs. Monthly Updates
    • Slack vs. Email vs. Zoom
    • 1-on-1s
  • Consistent Communication Throughout The Leadership Team
    • Expectations for Team Leads
    • Setting the Right Tone and Strategy
  • Creating a “Strike Team” to Guide Policy

Feeling Seen and Heard

  • Relationships Matter During a Crisis
    • How to stay present and connected
    • Maintaining perspective personally and professionally
    • Communicating with empathy

Remaining Focused 

  • Knowing What’s Important
    • 1st = Health and Safety of Employees and Families
    • 2nd = The Business
  • Making Decisions Amid Uncertainty
    • Think first, act later, or act quickly?
  • Communicating “Deliberate Calm” and “Bounded Optimism”

Presenters

James Schellhorn

Chief Business Development Officer, RepairQ/ServiceCentral

James provides direction for ServiceCentral and its products, leading product development, sales strategy, and marketing efforts. In his current role, he drives company growth with a customer-centric philosophy.

George Rogers

Co-Founder, 12 Week Leader
Chief Strategy Officer, Injured Gadgets

George Rogers is an international renowned speaker, with great compassion, dedication, and a sense of humor that keeps you connected. George inspires and challenges each of us to be willing to transform who we are into who we are meant to be. He shares how creating a culture that invests in others through authentic compassion and servant leadership can impact everyone for the greater good.

Hosted by

RepairQ logo

Supported by

Smiling Matt

Matt Zieminski

Moderator

Matt Zieminski is the Director of Partnerships for ServiceCentral and has been in the electronics industry for almost ten years. Outside of work, Matt loves to hike and enjoy the great outdoors of Richmond, California.

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Education
May 11, 2020

Key Takeaways from CouchCon's How to Take Your Business in Unconventional Directions

Last week, we reviewed data that broke down the economic impact of COVID-19, including what industries have been hit the hardest, what products and services have the most viable long-term potential, and how businesses can position themselves in front of changing consumer behaviors. Leading the discussion with us were Chris Jourdan from CPR Cell Phone Repair, Kyle Wainwright from Tech Defenders, and James Schellhorn from RepairQ and ServiceCentral.

Below we highlight the key takeaways from the session, combining insights from the presentation and the input that our panelists provided live.

 

One more note, as we mentioned in our talk, we are not financial advisors and we don’t know what will happen in the economy. We encourage you not to jump to any conclusions based on comparable examples from the past, but we hope our update helps you stay informed about these uncertain times and helps you to make thoughtful decisions about the future.

 

1. The downstream effects are unparalleled.

The standstill that has brought the world economy to its knees has parallels to previous downturns, but it also has new dynamics that we’ve never encountered. Multiple crises are unfolding in tandem, some may still yet manifest, and it’s unclear how they’ll layer on top of one another. In attempting to solve for one problem, we cannot ignore how that will impact other problems. It’s human nature to focus on what’s happening in front of us and now, but it’s equally important to consider the 2nd, 3rd and 4th order effects of the pandemic that almost certainly will drive change for months, and more likely years.

 

2. Despite rapid developments, there is still so much uncertainty.

The complexity of a new virus yields the unfortunate reality that there is still so much left to be discovered. Much of the economic recovery relies on our ability to give people the confidence to “get back to work” and consumers to spend again. But without clarity around how to implement new preventative measures in businesses like contact tracing, touchless pick-up/drop-off, or whether businesses can manage “start and stop” behavior is still very much undetermined.

 

3. Consolidation and increased partnership will be king.

Because the pandemic and economic fallout will affect regions in varying ways it is increasingly important for businesses to band together and pool resources to remain profitable. Having a healthy cash flow and the necessary resources to effectively market or implement new processes will be a determining factor in who just survives this time and who thrives.

 

4. New sectors of repair may gain new life.

Many organizations are rapidly deploying equipment and processes to tackle the “new normal” including investments in drones, scanning or contact-tracing technology, and even repair of critical medical equipment like ventilators.

As businesses look to diversify what’s being offered in-store they should consider what ways they can support these trends at scale.

 

5. Strengthening the bond of your business with the community is critical.

Businesses must transition from having a transactional or passive relationship with their customers and work at developing personal connections. It is important to recognize that because of the coronavirus a business may pose a real threat to the health or wellbeing of a consumer and overcoming that begins with developing greater trust. Focusing on the local community at large by engaging schools, hospitals, and enterprise organizations present some opportunities for new relationships.

 

6. Great businesses have come from recessions.

Despite all the uncertainty, this is the time to build and invest in solutions that will propel your business beyond the current crisis. Recessions are forcing many businesses to figure out what is needed, instead of what is nice to have. Due to the nature of increasing (and in this case, unexpected) unemployment, there is the opportunity to gain access to incredible talent. Every entrepreneur right now should be considering what new problems have come to light as a result of this pandemic and focus their attention on solving those problems, as long as they’re long-lasting.

Every industry is up for grabs and a majority of the Fortune 500 companies today were built during hard economic periods.

 

7. The repair industry is surprisingly resilient.

As other sectors in global economies experience severe impacts and some implement hiring freezes or even layoffs, the repair industry is experiencing aggressive growth with many businesses hiring. Past downturns demonstrate that this current economic environment may be a precursor to record and rapid growth.

 

8. Data suggests this summer could be a record-breaking one for sales volume.

Over 50% of businesses surveyed have reported that sales are at record levels and they’re making arrangements to handle forecasted increases in demand. As consumer confidence rises and uncertainty in the economy dissipates it is expected to translate to increased spending on buying refurbished devices and repairing existing equipment instead of replacing them.

Kyle Wainwright put it best: “I’m a pretty optimistic guy. I think the repair industry is going to have its best summer in the last five years. The industry right now is set up for success.”

 

 

Presenters

Chris Jourdan

General Manager, CPR Cell Phone Repair

Chris has been in the consumer electronics retail business for two decades. He opened his first ten retail locations (Verizon stores) during the recession of 2008-2009 and has supported CPR franchise owners through the unprecedented times of 2020. Purveyor of Dad Jokes and aspiring Dog Ranch owner.

James Schellhorn

Chief Business Development Officer, RepairQ/ServiceCentral

James provides direction for ServiceCentral and its products, leading product development, sales strategy, and marketing efforts. In his current role, he drives company growth with a customer-centric philosophy.

Kyle Wainwright

Senior Director of Business Development, Tech Defenders

Kyle started in the repair industry in 2012 growing an 18 store repair brand over two states, completing nearly 500,000 repairs and selling 100,000 devices. Kyle currently helps oversee services and procurement repairing and buying several thousand devices each month as the director of business development at Tech Defenders. 

Hosted by

RepairQ logo

Supported by

Smiling Matt

Matt Zieminski

Moderator

Matt Zieminski is the Director of Partnerships for ServiceCentral and has been in the electronics industry for almost ten years. Outside of work, Matt loves to hike and enjoy the great outdoors of Richmond, California.

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Education, Events
April 27, 2020

CouchCon: Taking Your Business in Unconventional Directions

Previous Session | May 7, 2020

The coronavirus has turned our world upside down. Many businesses in the repair industry have been forced to shut their doors and stop serving customers. It seems that others will have to shut their doors for good. Those shops that can be flexible and innovate to find new ways of doing business, however,  will fare much better. 

 

These are the types of businesses that will survive; the ones whose leadership can roll with the punches and get up swinging.

 

How will you innovate in this new economic landscape? How will you make the best of this situation and take advantage of the opportunity it presents us? RSVP for the next installment of CouchCon Repair Evolutions: Taking Your Business In Unconventional Directions and learn how to propel your business forward, even in uncertain times. 

 

Who should participate?

Repair business owners and stakeholders

 

Attendees will get answers to these major questions:

  1. What do I need to do for my business right now?
  2. What do I need to do for my business in the near future?
  3. How do I plan for the rest of 2020 with success in mind?

In addition, attendees will have the opportunity to interact with a panel of experts to get perspective on how to handle their unique challenges.

Presenters

Chris Jourdan

General Manager, CPR Cell Phone Repair

Chris has been in the consumer electronics retail business for two decades. He opened his first ten retail locations (Verizon stores) during the recession of 2008-2009 and has supported CPR franchise owners through the unprecedented times of 2020. Purveyor of Dad Jokes and aspiring Dog Ranch owner.

James Schellhorn

Chief Business Development Officer, RepairQ/ServiceCentral

James provides direction for ServiceCentral and its products, leading product development, sales strategy, and marketing efforts. In his current role, he drives company growth with a customer-centric philosophy.

Kyle Wainwright

Senior Director of Business Development, Tech Defenders

Kyle started in the repair industry in 2012 growing an 18 store repair brand over two states, completing nearly 500,000 repairs and selling 100,000 devices. Kyle currently helps oversee services and procurement repairing and buying several thousand devices each month as the director of business development at Tech Defenders. 

Hosted by

RepairQ logo

Supported by

Smiling Matt

Matt Zieminski

Moderator

Matt Zieminski is the Director of Partnerships for ServiceCentral and has been in the electronics industry for almost ten years. Outside of work, Matt loves to hike and enjoy the great outdoors of Richmond, California.

Related Posts

Education
March 31, 2020

CouchCon: An Overview of the WISE™ Certification Program

Previous Session | April 15, 2020

Meet the Standard. An Overview of the WISE™ Certification Program for Repair Technicians & Retailers

Please join us for the first webinar in the CouchCon Repair Evolutions virtual event series, An Overview of the WISE™ Certification Program for Repair Technicians & Retailers.  During this one hour webinar, you will learn how the wireless industry came together to create standards and repair certifications for device repair. WISE promotes service excellence and helps differentiate quality repair service professionals. Learn how WISE certified technicians and retailers will be recognized in the marketplace for meeting wireless industry standards. Mobile devices are the center of our lives. Consumers seek trusted service providers to repair devices. That’s you.

 

Who should participate?

Wireless repair technicians and retailers

 

Benefits of Attending

  • Learn more about the first industry certification created in coordination with repair shops, suppliers, OEMs, insurance providers and carriers
  • Hear from a panel of repair industry experts on the merits of certification and discover why now might be the best time to get certified
  • Discover the quickest path to working with OEMs and starting to take warranty work

Presenters

Michelle James

VP, Strategic Industry Programs
CTIA

Jeremy Willis

Founder

PFM

Marin Galvin

Director, Strategic Industry Programs

CTIA

Panelists

Ryan Hicks

REVV

Aakshay Kriplani

CEO

Injured Gadgets

Sarah Cade

EReuse Conference

Pedro Ferrer

CPR Cell Phone Repair

Ben Warta

Independent Shop Owner

Hosted by

RepairQ logo

Supported by

Smiling Matt

Matt Zieminski

Moderator

Matt Zieminski is the Director of Partnerships for ServiceCentral and has been in the electronics industry for almost ten years. Outside of work, Matt loves to hike and enjoy the great outdoors of Richmond, California.

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Community, Education, Events, News
March 18, 2020

COVID-19 Customer Notice

While the health and well-being of our customers, employees, and communities is our top priority during the COVID-19 pandemic, we are taking critical measures to ensure your services continue without interruption. Here are the most important steps we are taking:

  • We’ve limited business travel and encouraged employees to leverage technology to hold business meetings whenever possible.
  • ServiceCentral has always embraced a flexible work from home policy for our employees. In compliance with the government’s recommendation for social distancing, we have requested our employees to work remotely daily, and will continue supporting our networks and you, our customers, with the high-quality service you rely on.

Our teams have detailed plans to ensure our standards of customer service and responsiveness continue to avert service risks during this time. In addition, our cloud-based platforms are designed to run smoothly and without interruption from anywhere in the world.

We will continue to be vigilant, but if you have any questions regarding our preparedness to support your business needs and abate potential disruptions, please contact your account manager or our Technical Support Team at support@servicecentral.com.

Steve

Steve Teel

President and Chief Executive Officer
ServiceCentral Technologies Inc.

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Development, Education
March 4, 2020

Feature Friday - Engaging with Customers through Qsite Opportunities

Customer experience begins with a name. Namely, your name. Picture this: someone breaks their phone, drops it in the toilet, or jumps into the pool with it in their pocket, and they need a solution QUICKLY. After a cursory google search, they find eighteen different phone repair shops that look virtually identical, and then have zero point of reference for which one to move forward with. That’s where RepairQ’s Qsite Opportunities module shines.

Your goal in this scenario is to create an environment in which the customer sees your name in those search results, and is engaged enough to click in. You can foster that engagement by utilizing pay-per-click campaigns, refocusing your website’s SEO, and/or by implementing Qsite Opportunities.

What does this functionality accomplish?

Through elevating pre-sales customer engagement, you can create key, competitive differentiators that will significantly improve the number of loyal, lasting customers that come through your door. More highly engaged customers equals more money, period. Qsite Opportunities makes it simple to connect with your customers before they come into your store with several powerful engagement tools like quote generation, location information, online appointment scheduling, customer relationship tracking, and much more! 

How do I get started using this?

This is absolutely one of the most underutilized features in the live version of RepairQ. And here’s the short list of what you will need to get started using the Qsite Opportunities module. 

We’ve purposefully made Qsite Opportunities heavily customizable, so that you can start engaging with your customers in whatever way you want to. 

  • Step 1: Choose your theme
  • Step 2: Set up your location information and service request types
  • Step 3: Set up your contact form
  • Step 4: Set up your quotes, ticket settings, and appointment settings
  • Step 5: Pat yourself on the back and enjoy all of that sweet customer engagement you just created!

Interested in learning more about this feature and how to get started using it? Check out our in-depth knowledge base article about setting up Qsite Opportunities!

Good luck, and if you need additional support, please email our support team at support@repairq.io with your questions.

Jared Warren

Jared Warren

Jared Warren is the Digital Marketing Manager for ServiceCentral Technologies. He is the lead copywriter for all digital content related to both ServiceManager and RepairQ, and enjoys spending his time outside the office dedicated to his passions of competitive gaming, reading, and his wife Rachel.

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Education
February 27, 2020

Avoid Being A Hacker’s Next Target – Best Practices for Small Businesses

Any company can suffer a data breach, however, smaller businesses have become a hacker’s favorite target. In fact, Bank of America Merchant Services’ third-annual Small Business Payments Spotlight found that 21% of small to medium-sized businesses (SMB’s) reported a data breach within the last 24 months. Breaches cost 41% of small businesses more than $50,000 to recover. On top of that, 30% of consumers said they wouldn’t work with a small business that suffered from a data breach, up 20% from two years ago. 

SMB’s Best Practices

To keep your business from becoming a statistic, follow these best practices:

  • Update your software; this will defend your business against new cyber-attacks.
  • Swipe all of your payment transactions; this will keep fraud away.
  • Train your employees to recognize phishing scams.
  • Secure WiFi networks – ensure that a password is required and that your network is hidden.

Devaluing the Data is Key for SMB’s

At Bluefin, we advocate for a holistic payment security approach, consisting of EMV, PCI-validated Point-to-Point Encryption (P2PE) and tokenization to “devalue” an SMB’s payment data. There are two security paths that companies can take in the fight against data breaches: Defend the Data or Devalue the Data. With the Defend the Data approach, SMB’s build stronger, higher, and more expensive walls of security around their systems and data.

With the Devalue the Data approach, businesses employ security technology to devalue the cardholder data before it reaches their point-of-sale (POS) systems, rendering the data useless to hackers if it is exposed. This is where P2PE is such a crucial security technology, since it immediately encrypts card data within a PCI P2PE device so that it never traverses the system or network as clear text.

Sign Up with Bluefin and Get a $50 Amazon Gift Card

Bluefin and RepairQ would like to help your business follow the best practices for small businesses. RepairQ clients that are approved for a merchant account and begin processing with Bluefin will receive a $50 Amazon Gift Card! Click here to learn more.

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Development, Education
February 14, 2020

Feature Friday - Integrating Thousands of Apps Through Zapier and Webhooks

Using RepairQ’s powerful webhooks plus Zapier, you can create and schedule data to be automatically shared with integrated applications through Zapier. With this new functionality, you can build upon your data, creating unique automations and rules to help orchestrate events with other apps in their marketplace. Keep in mind, this does require both a paid Zapier plan and a subscription to RepairQ Professional plan, as well as a good understanding of APIs and technical knowledge to perform these integrations. Since this is not yet a fully integrated feature, the RepairQ support team cannot prioritize questions and tickets related to issues with this functionality.

What does this functionality accomplish?

To put it simply, RepairQ connects to a multitude of apps on Zapier’s marketplace and can help fine tune, or customize, the way your shop’s workflows perform. For example, if you are wanting to take your customer lists straight from RepairQ, segment them, and send them automated promotional emails based on the amount of money they had spent in your shop, you could sync RepairQ up with Mailchimp, or another messaging system. The possibilities are endless, but require a bit of creativity and elbow grease to get working properly.

How do I get started using this?

Until we fully integrate with Zapier, this process is going to be extremely manual when setting up an API or webhook. Our development and product teams are both working diligently to lock down this integration, to make sure it works seamlessly. At the bare minimum you will need the following things:

There are tons of resources available online on best practices for Zapier and what it’s app connectivity can do for your workflows. Here are a few we liked:

If you want to read more on how to get it up and running, check out this Zendesk article written by our support team that walks you through a sample process of setting up and automating customer lists in Mailchimp for email campaigns. Or you can check out our dedicated marketing page to see some of the other ideas and status of the ongoing integration.

Happy Zapping!

Jared Warren

Jared Warren

Jared Warren is the Digital Marketing Manager for ServiceCentral Technologies. He is the lead copywriter for all digital content related to both ServiceManager and RepairQ, and enjoys spending his time outside the office dedicated to his passions of competitive gaming, reading, and his wife Rachel.

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Development, Education, Uncategorized
January 7, 2020

Leveraging Email Marketing Lists to Improve Customer Engagement - Zapier + RepairQ

With the continued reach of social media advertising, business owners tend to overlook the power and effectiveness of email marketing. Many small businesses are focusing primarily on increasing their social media following rather than developing growth in their email marketing, which is limiting their full marketing potential and effectiveness. Not to say that you shouldn’t put significant effort into social media advertising, we are huge proponents of social media for small businesses, but rather you should put just as much effort into creating and implementing an effective email marketing strategy.

Why would I invest so much time and energy in email marketing?

When used properly, [email marketing] can leverage sales, generate new customers and help in their retention. While social networks first need to engage people so that they can become customer[s]” (DAN). In other words, email marketing is one of the best ways to turn leads into customers, customers into frequent customers, and frequent customers into loyal customers or brand advocates. In comparison, social media campaigns have to first engage the audience within a minimal time frame, and then communicate any call to action. With email marketing campaigns, the email is the only thing on the customers’ screen when they open it, so there is more time for the audience to engage with the campaign. Also, when customers open an email, they are already expecting a call to action in there, so it is much easier to convince them to click through it. 

Targeting and Messaging: Social Media vs. Email Marketing

Social media campaigns can be highly effective because they allow you to be personal with your customers through updates, announcements, promotions, and replying to comments/direct messages. But each social media platform has restraints. Twitter only allows you to utilize 280 characters to convey your message to your audience. Instagram is primarily built for pictures or a one minute video, accompanied by concise captions. Facebook is more lenient, but massive priority is given to unique video and photo content, which can take significant time and energy to put together. LinkedIn is a great platform for professionals to connect, not so much to promote products and services. By being a platform that is more expressive and lenient than social media, email excels because it is a hybrid of each of these platforms. 

You can minimize your text, but you don’t have to because there is no character limit. You can attach a video that is as long as you’d like. You can include professional or personal language throughout your email campaigns so that you connect with the receiver and make them feel more comfortable to reach back out to you. When you write a post for one of your social media channels, you address your audience as a whole, as audience segmentation doesn’t play a part in social media. But by using your email marketing software correctly, it allows you to address people individually by name, split certain topics only for certain members of your list, and eventually arrive privately in their personal inbox” (Inboundrocket.co). Last, but certainly not least, you can customize your email to be more appealing and attention grabbing to the subscriber by using images and banners that you would otherwise use in social media campaigns. With all of these factors combined, plus great knowledge of your target audience, you can easily establish an impressive conversion rate and strong relationships with your customers. 

You have your customers’ information in Mailchimp, now what?

This is the most critical stage of your email campaign process. Based on your knowledge of your customers, you will now have to segment your customers into smaller groups that share common characteristics. “The importance of market segmentation is that it allows a business to precisely reach a consumer with specific needs and wants. In the long run, this benefits the company because they are able to use their corporate resources more effectively and make better strategic marketing decisions” (study.com). When you perform segmentation to your email subscribers list, you’re still keeping that personal feeling between you and the group of consumers because you cater to each group based on that common characteristic they share. You make a campaign that speaks to them in a way that only that group can relate to and will appreciate, just like with social media platforms. 

A few good recommended segmentation samples for repair shops include duration (how long they have been your customers), type (did they come in for service, purchase a new phone, or buy accessories), and location, which is especially helpful if you are expanding to online operations or multiple physical locations. 

Have a question about this feature? Get in touch with our support team if you can’t find the answer in the knowledgebase article

Photo of Thabiso, author of this blog post.

Thabiso Ndiraya

Thabiso is the marketing intern for ServiceCentral. He is a helping hand for SEO and market research projects related to both ServiceManager and RepairQ. Outside the office, you can find Thabiso chasing a ball around the soccer field, strumming random notes on a beat up guitar, or devouring a Braum’s vanilla ice cream cone in 3 minutes.

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