is information age plays favorably for the buyer, since they are able to obtain product information with ease from the internet. This makes comparing brands a lot easier, reducing the amount of differentiation your customers perceive between individual goods. The goods from some niches, such as electronics, may not differ much in their quality, price or features, as they tend to serve identical purposes.
Earning customer loyalty is always a key achievement for a business, since the majority of the revenue will come from repeat business. What’s more, keeping up relationships you’ve built with your loyal customers costs as much as 5x less than trying to attract new customers.
As it becomes harder to find differences in the terms of price and high quality, the customers experience becomes a larger factor when consumers’ make buying decisions.
The post-sales service is one of the best and potent ways of maximizing your customer’s purchase experience. This is true for any company that wants to see repeat buyers, especially for those durable goods manufacturers who desire to stay above their competition. In this industry in particular, products are expected to last for a long time and perform well. After-sales services are an essential part of your dedication to your customer, holding your company reliable.
Here are a few ideas to consider in order to up your after-sales services offerings:
1. Use Free Shipping Services
Implementing a free shipping service will not only increase your online store’s sales, it can also help you become more visible on e-commerce sites. eBay, for example, has an algorithm programmed to give priority to sellers who are including free shipping on their services in their search results.
Free shipping does, however, come with a price for you. Taking into consideration the amount of labor, transportation and any other costs might be keeping you from making the most out of the deal. You must also consider the hassle of managing a free shipping system.
Aside from the negatives, this is still a good idea for any business, since it offers your customer convenience. This can lead to more referrals and repeat buyers. If you’re short on capital or employee, everyone wins in the situation by only combinging your free shipping with a minimum required purchase of your best-selling items.
2. Offer Warranties
Consumers are sensitive when it comes to purchasing durable goods. It’s upsetting when their hard-earned cash is wasted on something that will break within a few weeks’ time.
A warranty is just a guarantee or promise which will reduce the perceived risk your customer has, and build yours reputation and a responsible, reliable brand. Stating that you have a guarantee or warranty shows that you are confident in your products, their quality and that they’re in optimum condition.
In 2002, Toshiba implemented their electronic post-sale strategy where they would offer customer an extended warranty according to their profile, which the latter would fill up when they first log into newly purchased computers. This resulted in a 37% increase in sales and a 4% increase in price for the first month of implementation.
You should keep in mind though; you need to consider the context in order to protect your interest. If a customer is generally, the one responsible for the damages that a certain product has sustained and he’s asking for a replacement, it’s only fair that you choose to decline and offer an economical solution for his problem, like a repair service.
3. Get Their Feedback
Customer feedback is extremely important, and people like it when someone is listening to them. It’s even better when a brand with a human touch is able to reach out to them.
It’s easy to get feedback simply by asking for it. Having them fill out a form during their purchases will give you the opportunity to contact them again later via email, telephone or mobile apps. Consider asking them to complete surveys for feedback in exchange for incentives like discount coupons. It’s a win-win for everyone since you get the information you wanted, while making a sale and your customer will get their money’s worth for much less.
Since breaking out from under your competitors is becoming harder to do, customer experiences becomes a bigger factor in the control you have over consumer purchasing choices. A brands relationship with their customers doesn’t end after a sale; that’s simply the start. Post-sales services are the solution when the opportunity to build your relationship with a customer presents itself – show them that you care for them as human beings, as opposed to sources of income and you will quickly see how easy it is to earn their loyalty.
4. Provide an Online and Offline Channel for your Customer Service
If you have both online and offline places which your clients can contact you through, this is a great way to boost your after-sales services. Your customers are going to have questions, so allowing them the ease of accessing the solutions is always going to make them feel better about the situation. This helps you achieve better brand positioning, since many people will love to relay their experience to their peers via face-to-face communication, social or mobile networks.
In order to avoid customer care representatives from being overwhelmed, consider implementing other tools such as email, social media or a website with a FAQ sections. Live chat is also a great way to answer any incoming questions or concerns.