After sales strategy — After the sale is before the sale

The after-sales strategy is therefore the decisive building block for long-term corporate success by keeping promised values and making customers happy. After all, the conclusion of the deal does not guarantee that they will remain on board in the long term.

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“Customer experience is responsible for more than two thirds of customer loyalty and thus exceeds even the relevance of the brand and the price. ” Gartner

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Why is after sales service so important?

While preventive service investments before sales are undeniably important, post-purchase service plays an equally crucial role in securing a company over the long term for three reasons:

1 Recurring customers as the key to sustainability

After sales is before sustained customer contact, and an effective after-sales strategy is the key to this. An effective after-sales strategy strengthens loyalty and increases the likelihood that customers will buy from a company again. Retaining existing customers is also a lot less expensive than constantly looking for new people.

2 Top After Sales for More Word of Mouth Advertising

Word of Mouth recommendations are truly priceless! Thanks to an optimal after-sales strategy, enthusiastic and long-term customers are more likely to recommend a company to family, friends and acquaintances — exactly what we want. By the way, this can also be influenced even more by certain tools — see Hypt.

3 Maintaining a positive brand image

Different studies show that top after sales experiences can have a positive effect on the brand image, which in turn promotes loyalty to the company and leads to long-term customer loyalty.

A study by a consulting firm from 2020 underlines the importance:

“A full 96% of customers are ready to leave a company due to poor service, even if they are convinced of the products. ” Hyken

trend

Companies are increasingly realizing that after-sales service is not only a necessary follow-up service after the purchase, but also offers a strategic opportunity to stand out from competitors and promote long-term customer relationships. A key aspect of this trend is personalizing the customer experience in order to offer customers added value and increase their satisfaction and loyalty.

Digitalization plays a crucial role in improving after-sales service. Technologies such as artificial intelligence (AI), machine learning, and digital platforms enable companies to identify patterns in customer behavior, provide personalized recommendations, and provide post-sale support services more efficiently. These technologies not only help to personalize the service, but also to identify and solve problems before they become noticeable to customers.

Loyalty programs and incentives are also playing an increasingly important role in after-sales service. They offer customers additional value and promote loyalty.

Finally, automated tagging solutions and product analyses provide valuable insights into customer satisfaction and the effectiveness of after-sales service. These tools enable companies to efficiently categorize and analyze support requests to identify patterns that indicate common problems or opportunities for improvement. As a result, companies can proactively take steps to improve customer satisfaction and overall service.

Long story short

Overall, the after-sales strategy is not just a tool for solving problems, but an investment in long-term customer satisfaction and securing market position. A good after-sales strategy can also promote positive word of mouth, which in turn can acquire numerous new customers. Companies that master this magic can not only retain customers, but also turn them into passionate ambassadors for their brand. In the world of business, the after-sales strategy thus becomes the indispensable star of the show. ⭐