After-sales is crucial for brands to build a unified customer base. After-sales refers to the retention of customers who have already established a commercial relationship through the purchase of goods or services. With the emergence of new businesses during the economic crisis, retaining consumers has become even more necessary.A manager who only sees quick profits, with a thirst for making money, ends up losing achievements. Ignoring long-term after-sales is like shooting yourself in the foot professionally.
It is important to remember that a company's sales go through different stages, from advertising to final support on digital channels. Finalizing a purchase with a “golden key” creates a new business opportunity for this consumer.
Therefore, understanding how the final sales cycle works guarantees better results. How about learning a little more about after-sales: what it is and how to retain customers? Get your questions answered now!
What is after-sales? After-sales is the final stage of the sales funnel, which occurs after the consumer makes the purchase. This will involve operating the service after the deal closes, keeping the customer “closed for”.
It is a sales technique to guarantee future sales based on a good relationship with the customer.
Think about it this way from the perspective of both of your relationships… The other person is genuinely interested, communicates, is happy and shows a desire 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 that right?
Therefore, nurturing customers after the initial purchase is essential for repeat purchases.
How important is after-sales? One strategy that companies leave most to be desired is the after-sales strategy. This failure results in a significant loss of customers to the competition. Following this logic, implementing this technology today is a big differentiator, “(…) it’s actually something we teach a lot within consultancy sales” – Alberto Couto
Remember that a request for registration data is necessary to sell a product or service. When registering on the company's website, the consumer presents a form of contact, such as telephone and email. Also signing a contact agreement.
Data is a powerful after-sales tool, as it represents a way to reach customers. Therefore, the greater the frequency of messages, emails and campaigns along this path, the more consumers will remember the brand.
A great mechanism for relying on customer feedback cheaply and firmly. Make your customers loyal!
How to Build Customer Loyalty Check out some techniques to increase your after-sales sales!
Create rewards Some physical establishments use rewards to build customer loyalty. For example: “After the fifth haircut, the fifth is coming!” With this strategy implemented, the customer sees an opportunity to spend less. Keep coming back for the second time, the third time... until you get your free share!
Another successful strategy is to “accumulate points” with purchases, such as airline miles. This is the time to encourage new acquisitions.
Nothing better than producing personalized content that makes someone feel important, right? The same can be true for the customers that companies evaluate, you know?
If you want to retain customers after the sale, create personalized content. Create content that brings useful topics to your consumers on channels such as blogs, videos, email marketing, etc. Themes that reference your target audience’s true pain points showcase your product as a definitive solution throughout your content.
Also implement completely exclusive offers to attract customers. Be an entrepreneur who puts yourself in your client's shoes, reflecting this thought in the dissemination of content.
Are you convinced, start the follow-up process? Great, but don't leave it at that! Go back and ask your customer about their level of satisfaction with the service in general.
A follow-up process aimed at obtaining feedback counts as an after-sales strategy. Getting this customer feedback will help improve future services. Further qualifying each stage of sales, production and logistics.
Offer customer support Customer support highlights a brand's concern for serving its customers in the best possible way. This applies to all market segments without exception.
Of course, post-purchase support must be provided. Demonstrate the company's availability to assist its customers in repairing or replacing products. Resolve any problems that arose after giving birth.
You'll need to set up multiple contact methods, including phone, WhatsApp, email, and automated chat. Coordinate after-sales access company.
If you are losing some customers, evaluate your after-sales service. Identify potential flaws in this process to ensure your customers are retained appropriately.
