After-Sales Service: 6 Ways To Delight Customers After A Purchase
Companies make the same mistake: they treat customers well to persuade them to buy, but they don’t even try
Companies make the same mistake: they treat customers well to persuade them to buy, but they don’t even try to gain their loyalty. As a result, customers remain dissatisfied with the service, and the business loses profit.
On average, attracting new customers costs a company 5 times more than retaining existing ones. It has been proven that by increasing the number of regular customers by 5%, you can increase profits by at least 25% and this is a good example of reminder advertising also called after-sales service. This is partly due to the fact that satisfied customers are more likely to recommend your business to others.
We figured out how to use an after-sales service strategy to turn new customers into loyal brand supporters.
What Is After-Sales Service And Why Is It Important For Any Company?
After-sales service refers to the assistance you offer clients following their purchase of your merchandise. Here is a reminder advertising example — a simple thank you for the purchase, training, assistance, exchange, or return of the product. Investing in pre-sales service is essential to turn visitors into customers. And after-sales service works for the longevity of your business and below we will explain why:
The number of regular customers is increasing
The higher the level of service, the greater the probability that customers will stay and spend money with your company again in the future. Conversely, customers will not return if the service is poor. Disappointment with service is a good reason to try a competitor’s product the next time you buy.
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Leads generated by satisfied customers are the most valuable asset in your sales funnel. They are more likely to convert into sales and have a higher lifetime value compared to those coming from other sources.
A large portion of potential buyers come from recommendations. Therefore, it is important that existing customers are satisfied with the after-sales service. Otherwise, the flow of buyers coming from referrals will decrease. According to SmartyAds experts, an unhappy customer tells about 9-15 people about their experience.
Company image improves
Some studies have shown that a good after-sales experience has a positive impact on brand image. When people interact with your company, they begin to form their perception of it. This happens from the very beginning, when they first hear about you and continues during the purchase, use of the product, and after-sales service. If the customer remains satisfied with the service, his trust and loyalty to the brand increase. The person begins to treat it as something familiar and reliable.
How To Make Customers Happy After The Sale?
Gratitude And Congratulations
Thank the customer for choosing your company. This will help express care and get useful feedback. You can send an e-mail or leave a handwritten card in the package. The more personal the thank you, the more positive emotions it will evoke.
Insert a link/QR code into the message to your website or social media pages, where the recipient can find information about the product or a guide on its use. This will encourage the person to write a review or even make a new purchase.
Birthdays, holidays and anniversaries of purchases are a good opportunity to remind customers that they are important to your business. This information can be easily obtained through a loyalty program or at the point of sale. Leave the buyer wishes on their special day and do not forget to add information about promotions or new products.
Training
Training is an important part of after-sales service. Especially if you sell technically complex products that can break easily and require certain skills. This includes furniture, appliances, medical equipment, and software.
Demonstration videos, instructions, interactive tips help customers use their purchases correctly and avoid disappointment.
IKEA’s reminder advertising marketing example is providing in each package a booklet that clearly shows how to properly assemble their furniture. Google AdWords offers new users a link to a portal where they can learn everything about the service: from setting up an account to optimizing advertising campaigns.
Support Service
This is a direct connection between consumers and the business. The support service team must be well-versed in the company’s products and services. It is necessary to maintain contact not only by phone, but also through emails, social networks and other communication channels.
It is important for customers to respond quickly to their requests and provide answers at any time. That is why chatbots are gaining great popularity today, which allow you to get the necessary information in real-time. Automated systems speed up the customer service process and reduce the workload on employees.
Guarantees, Exchanges, Returns
The ability to return the product without much effort is also an important part of after-sales service, especially when it comes to online orders. Warranty service can be free and paid:
- In the first case, the client is offered basic services: replacement or repair of the product if it fails due to defects.
- A paid package may include, for example, an “instant replacement” service (when the seller provides an exchange of the product immediately after the buyer’s request). As well as technical support, consultations, or a longer service period.
Bonuses And Discounts
How can you retain customers? Accumulating bonuses that can be used to pay for purchases, personal discounts, free upgrades — all this will please any person and make them come back to you again. Multi-level programs are beneficial for both parties. The principle is based on the principle: the more purchases, the more bonuses. Creating a unique loyalty program is worth the time and resources spent because its participants usually spend more compared to the rest.
Conclusion
Creating customer loyalty is like slowly winding a thread onto a ball — imperceptible efforts eventually lead to noticeable results. The SmartyAds team says this — the power of such marketing lies in a systematic approach, when, through the regular implementation of small advantages, the product acquires more and more value in the eyes of customers, and they choose to stay with the company rather than switch to competitors’ products.
