Post by account_disabled on Mar 10, 2024 10:58:01 GMT
After-sales is a fundamental stage in a company's marketing strategy , as it can determine whether the customer will continue with the company or migrate to the competition. Good after-sales service is an excellent resource for customer loyalty. Therefore, it is important to always remember that sales are not the end of communication with your audience, but the beginning of a relationship. A large part of a business's profitability is obtained from purchases from regular customers. Research from Harvard Business Review points out that increasing customer retention rates by 5% can increase a company's profits by 25% to 95%. This contrasts with the budget invested in marketing to attract new buyers, which is generally high. With this in mind, here we will explain what this service is, the four stages of the after-sales funnel, as well as five after-sales strategies that you can adopt to improve your interaction with those who have already chosen you.
What is after-sales service? As the name already indicates, after-sales service includes all the strategies and actions that a company takes to maintain ties with those who have already opted for its products or services. This interaction must generate confidence and motivation in these customers to maintain this preference. In this way, a difference is made with occasional buyers who do not receive sufficient incentives to be loyal to a brand. The 4 stages of the after-sales funnel The concept of a sales funnel, a strategic model of the customer journey, is well known. In it, the customer goes through the Brazil Phone Number Datastages of learning and discovery, recognizing the problem, considering the company and making a purchase decision. But after making the purchase, there are still some steps until loyalty. To outline this process, there is the after-sales end. It is usually divided into four stages. Check out: Adoption The adoption stage happens when your customer starts using the purchased product or service. At this point, he is still seeing what he thinks of the quality.
The challenge here is to convince this occasional consumer to become a more frequent customer. Here, the company can, for example, use a welcome email. Retention In the next step, retention takes place. Here, the customer has already used the product or service long enough to form an opinion about it. Now, it's time for the company to focus on ensuring that it sees value from the product or service on an ongoing basis. Thus, you can send suggestions for using the product, tell us more about the item or offer to answer questions, in addition to asking for feedback through satisfaction surveys, for example. Expansion Then, the customer will move on to the expansion phase. In it, the customer already recognizes the value of your product or service and it is possible to do new business. At this time, make use of personalized offers, suggestions for new or complementary solutions. Evangelization or Advocacy If everything has gone well so far, the customer enters the evangelization or advocacy stage, the last stage of the post-sales funnel. Now, more than being loyal, the customer starts to act as a defender of your brand.
What is after-sales service? As the name already indicates, after-sales service includes all the strategies and actions that a company takes to maintain ties with those who have already opted for its products or services. This interaction must generate confidence and motivation in these customers to maintain this preference. In this way, a difference is made with occasional buyers who do not receive sufficient incentives to be loyal to a brand. The 4 stages of the after-sales funnel The concept of a sales funnel, a strategic model of the customer journey, is well known. In it, the customer goes through the Brazil Phone Number Datastages of learning and discovery, recognizing the problem, considering the company and making a purchase decision. But after making the purchase, there are still some steps until loyalty. To outline this process, there is the after-sales end. It is usually divided into four stages. Check out: Adoption The adoption stage happens when your customer starts using the purchased product or service. At this point, he is still seeing what he thinks of the quality.
The challenge here is to convince this occasional consumer to become a more frequent customer. Here, the company can, for example, use a welcome email. Retention In the next step, retention takes place. Here, the customer has already used the product or service long enough to form an opinion about it. Now, it's time for the company to focus on ensuring that it sees value from the product or service on an ongoing basis. Thus, you can send suggestions for using the product, tell us more about the item or offer to answer questions, in addition to asking for feedback through satisfaction surveys, for example. Expansion Then, the customer will move on to the expansion phase. In it, the customer already recognizes the value of your product or service and it is possible to do new business. At this time, make use of personalized offers, suggestions for new or complementary solutions. Evangelization or Advocacy If everything has gone well so far, the customer enters the evangelization or advocacy stage, the last stage of the post-sales funnel. Now, more than being loyal, the customer starts to act as a defender of your brand.