After-sales is essential for a company to have a consolidated customer base. The importance of after-sales is to retain customers who have already established a commercial relationship through the purchase of goods or services. During the economic crisis, with the emergence of new businesses, consumer retention became even more important.A leader who only sees quick victories, obsessed with raising money, will end up losing achievements. Ignoring the long-term aftermarket is like shooting yourself commercially.
It is worth mentioning that the sale of a business goes through several stages, from advertising on digital channels to end-to-end sponsorship. Completing a purchase with a “golden key” opens up new business opportunities for that user.
Because understanding how the final sales cycle works will guarantee good results. How about learning a little more about after-sales: what it is and how to retain customers? Get your questions answered now!
What about after-sales? After-sales is the final stage of the sales funnel, which occurs after the consumer makes the purchase. It involves providing customer service after closing the deal to keep the customer “close.”
It is a sales technique that guarantees future sales based on good relationships with consumers.
From the point of view of a couple's relationship, think of it this way... A person who is genuinely interested in another person will connect, be happy and show a willingness to live new experiences. But if he doesn't call, doesn't show up or say anything, it's hard to believe in this relationship. Isn't it true?
Therefore, it is essential to attract customers after their first purchase to encourage them to make repeat purchases.
How important is after-sales? One of the most neglected strategies by companies is after-sales. This error results in a significant loss of customers to competitors. According to this thought, nowadays there is a huge difference in the implementation of this technique, “(…) it is actually something we teach a lot in sales communication” – Alberto Couto
Please note that the sale of a product or service requires a request for registration information. When registering on the company's website, the user presents contact methods, such as telephone and email. At the same time, you sign a contact agreement.
Data is a powerful after-sales tool, as it represents ways to reach customers. Therefore, the more messages, emails and campaigns you have on these channels, the more consumers will remember the brand.
A good mechanism to calculate customer feedback cheaply and authentically. Make your customers loyal!
How to Build Customer Loyalty Let’s look at some techniques that can improve your after-sales!
Create rewards Some physical establishments use rewards to build customer loyalty. For example: “After the fourth practice, the fifth is upon us!” With this strategy implemented, the customer sees an opportunity to spend less. Come back a second time, a third time… until you get a free share!
Another successful tactic is to “accumulate points” with purchases, such as airline miles. This is when new purchases are recommended.
Produce personalized content There’s nothing better than feeling like you’re important to someone, right? The same can happen with customers that companies value, you know?
If you want to retain your customers after the sale, create personalized content. Create content from blogs, videos, email marketing, among other channels, that deliver useful topics to your users. Themes that target the real problems of your target audience, and point to your product as the definitive solution throughout the content.
Additionally, make completely exclusive offers to attract consumers. Be an entrepreneur who puts yourself in your customers' shoes and demonstrate this mindset in your content communications.
Follow-up Do you sell? Good, but don't miss it! Go back and ask your customer how satisfied they are with the service overall.
Monitoring is considered a post-sales strategy, aimed at obtaining feedback. Getting this user feedback will help improve future services. Further qualify each stage of sales, production and logistics.
Offer customer support Customer support shows a company's concern for serving its customers in the best possible way. This applies to all market segments without exception.
Of course, support needs to be offered after the purchase is complete. Show that the company is ready to help its customers repair or replace products. To solve all problems that arise after childbirth.
To do this, you must offer several contact methods, such as telephone, WhatsApp, email and automated chats. Coordinate an affordable after-sales company.
If you have lost some customers, evaluate your after-sales service. Identify any inefficiencies in this process to properly retain customers.