Customer retention is one of the best and easiest things you can focus on for business improvement and profitability. You went through all the effort to acquire a customer; now, all you need to do is keep them. Although this is easier said than done and means, you need a robust after-sale service. After someone has bought from you, you have a window to build a genuine relationship with that customer – and turn them from a one time customer to a lifetime fan.
No longer is thanking someone for their purchase enough to build genuine rapport. Your brand should also consider contacting the customer to check in on their customer satisfaction levels and see if anything about your brand and their experience could improve.
A formalised aftersales service process will help you achieve this.
What is aftersales service?
This is the experience you give customers after they have purchased your product or service. How you interact with them and support them will determine whether they advocate for your brand or talk badly about it.
Why is that important?
Building rapport with your customer drives sales and increases your customer retention rate. Brands worldwide use their after-sales service to leverage off an already established relationship and strengthen the bond.
6 ways to improve your aftersales service
- Have an excellent customer service culture
Making the process friendly, easy, and simple is key to excellent customer service. This could be through a phone helpline, email support or online chat support. It is your chance to create a strong brand impression and leave the customer walking away from any interaction feeling good and empowered.
- Always check on them.
Checking that your customer is happy is something that we can’t overstate. They not only want to know you care but they also value being heard. And if they give constructive feedback, consider it a chance for you to improve with all customers. This will dramatically affect business improvement.
- Have an after-sales email series
Having a well thought out and engaging email series to follow the sale is crucial to your success. This includes congratulating them on buying the product, asking for feedback, and offering exclusive discounts.
- Produce helpful content
Whether through a blog or a YouTube series – producing helpful content can increase brand authority and add additional value. It’s also a way to boost your content marketing to build a cult audience thirsty for your expertise and captivating content.
- Offer exclusive discounts and rewards.
Everyone loves a deal! If you can provide customer discounts to those who have already purchased from you, it will make them feel even more special. This could also include early access to new services and special treats on occasions like a birthday or Christmas. Customers who feel valued become customers that tell their friends and keep coming back for more.
- Send something in the mail.
Another way to ensure business improvement is by sending something in the mail. It could be small, but in a digital age, it can pack an authentic punch to delight your customer. We love getting a handwritten thank you note in the mail or a free cupcake on our birthday. It doesn’t need to be extravagant, but the mere thought will do wonders for your business improvement. This is also a way to stand out and maintain your competitive advantage in your industry.
Accountants 2 Business has experience helping brands with business improvement and the after-sales process. If you have any questions, then reach out to us today.
The information in this article is general in nature and might not be right for your circumstances. Please arrange a meeting with one of our Accountants to discuss your particular needs. Accountants 2 Business Ph (07) 3823 2344
