After-sales service must not be new to you, but most companies do not bother about the after-sales service. The ultimate goal of companies is to generate business, and once you have closed the lead, you forget your customer. This is where you slip up.
Although you have to focus on attracting and retaining customers to your business, at the same time, you should ensure the people whom you have already rendered your services are completely satisfied with you.
Many companies keep attracting new customers, but they do not emphasise the importance of attaining existing customers, which is where you need after-sales service. When you are not able to retain your customers, it means that the after-sales services are poor. You need to figure out whether your customers are happy or satisfied with your products and services, and for that, you will need after-sales service. After-sales service is the support that you provide to your customers after the sale of your product and service.
It is crucial to ask your customers whether they liked your products and services after purchasing your product or using your service. This helps you get to know about their point of view. Although most customers do not find it worth mentioning your products and services, they leave you and go to your competitors.
If you ask them about the feedback of your products and services, you will be able to retain them. This can surely help you know whether you should make improvements in your products and services. Whether you believe it or not, after-sales services can increase the retention ratio. The lower the customer churn rate, the higher the revenues will be.
Why are after sales services important?
Here is how why after sales services are crucial.
Repeat business customers
To increase business revenues, you have to increase the sale of your products and services, and that becomes possible when you have a large number of customers. Of course, you cannot stop attracting new customers to your business because the acquisition of them is equally crucial.
However, if you successfully manage to retain your customers, you will eventually find the acquisition cost reduced and increased revenues. After-sales service ensures your current customers come back to buy your product and service.
When you sell your products to your customers and close the sale, you do not approach them again to ask whether they liked it or how was their experience or what kind of improvements they can suggest to you.
This is why your customers do not feel like being valued, and without making any complaints, they just leave you and go to your competitors thoroughly. If you provide after-sale service to your customers, they will feel like they are being valued.
They will try to give you honest feedback about the experience with your products and services. If you improve after using that feedback, you will eventually improve your customer experience down the road.
As a result, the number of customers will grow, and the sales will also increase. Getting feedback from your customers is not that easy. This is why you should try to offer them an incentive. If they provide you with feedback, you can ask them to get the next product without shipping cost or offer them a “buy 2 get 1 free” scheme.
Word-of-mouth business marketing
When your customers are happy about your products, they will likely recommend you to other people. This is called word-of-mouth marketing. It is more powerful than any other marketing method. This is also called word-of-mouth referrals.
When your customers recommend your products and services to others, they will more likely believe them and give your products and services a try.
This will result in an increased customer base, and when the number of buyers increases, the revenues will grow automatically. Note that word-of-mouth marketing is better and more revenue-oriented than the marketing methods you use to acquire new customers.
Band image improves
Your brand image will automatically improve when you provide after-sales services to your customers. People will like the fact that you value them and take care of them.
You are serious about your brand image. When people refer you to others, you will come to notice of others, and as a result, your brand will gain a reputation.
The bottom line
After-sales services can actually improve customer experience, and that can help you retain your existing customers. This will also improve your brand image.
It is crucial to provide the best after-sales service to your customers. You spend a lot of money acquiring new customers, and sometimes you take out easy loans for that. Still, you can save a lot of money on acquisition costs and increase revenues by retaining existing customers by offering after-sales service.