After the sale, it is very important that the brand has an integrated customer base. The meaning of post-marketing includes retaining customers who have already established a business relationship through the purchase of goods or services. In times of economic crisis, with the emergence of new jobs, consumer retention has become imperative.A manager who only sees quick profits, with a thirst for making money, ends up losing achievements. Ignoring a sale for too long after the sale is tantamount to shooting yourself in the foot in entrepreneurship.
It is worth highlighting that a company's marketing goes through several phases, from digital advertising to final support. Completing a purchase with a flourish” provides this consumer with new business opportunities.
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? Clarify your doubts right now!
What is after-sales? After-sales is the final stage of the sales process, which occurs after the consumer makes the purchase. It consists of providing services to customers after the deal has closed, keeping the customer “close”.
It is a marketing strategy that guarantees future sales based on positive relationships with consumers.
When you look at a relationship as a couple, think of it this way... A person who loves another person gets along well, is happy and shows readiness for a new life. But when he doesn't call, doesn't show up or talk, it becomes difficult to accept this relationship. Isn't that true?
Therefore, attracting customers after their first purchase is essential for repeat purchases.
How important is After-Sales? One of the most common tactics that companies miss is after-sales. These failures end up resulting in a significant loss of customers to competitors. Following this logic, nowadays the implementation of this technique is a big difference, “(…) in fact it is something that we teach a lot within consultancy marketing” – Alberto Couto
Remember that the sale of a product or service requires the request for registration data. When a consumer registers on a company's website, they receive contact options, such as telephone and email. Also sign an accessibility agreement.
Data is a powerful after-sales tool, as it represents a way to reach customers. Therefore, the more messages, emails and campaigns there are on these channels, the more likely consumers are to remember the brand.
A basic method of accounting for customer feedback in a cheap and verifiable way. Make your customers loyal!
How to retain customers Check out some tips to enhance your after-sales!
Create rewards Some physical points of sale use rewards to build customer loyalty. For example: “After the fourth haircut, the fifth is coming!” With this approach, the customer sees an opportunity to reduce costs. Coming back a second time, a third time… until you get your free share!
Another effective tactic is to “accumulate points” with purchases, such as airline miles. This is where they are encouraged to buy new products.
Produce personalized content Nothing better than feeling important to someone, right? The same can happen with customers who are valued by companies, you know?
If you want to retain your customers even after the sale, publish content that is relevant to you. Create content for blogs, videos, email marketing and other channels, which bring relevant topics to your consumers. Themes that reference the real weaknesses of your target audience, presenting your product as the definitive solution throughout the content.
You also implement completely different offers to attract consumers. Be a marketer who puts yourself in your customers' shoes, reflecting this mindset in content distribution.
Create a follow-up process Did you sell? It's important, but don't leave it at that! Go back and ask your customer about their level of satisfaction with the overall service.
The compliance process is considered a post-sales process, with the purpose of obtaining feedback. Getting this consumer feedback helps you improve the service in the future. Greater qualification of each phase of sales, production and logistics.
Providing customer support Customer support reflects a brand's concern to serve its consumer in the best possible way. This applies to all market segments without exception.
Of course, support must be provided once the purchase is complete. Demonstrating that the company can assist its customer with repairs or replacements. To resolve any postpartum issues.
To do this, offer different forms of contact, such as telephone, WhatsApp, email and automated chat. Coordinate the company contacted after the sale.
If you are losing some customers, check your after-sales service. Identify possible vulnerabilities in the process to retain your customers the right way.