Today, companies that do not invest in after-sales strategies and actions are probably facing great retention difficulties.
Philip Kotler, one of the world's greatest marketing experts, states that retaining a customer costs 5 to 7 times less than acquiring a new one . And according to data cited by Super Office , attracting customers costs between 5 and 25 times more than retaining customers.
If we think about it this way, after-sales service is responsible for a considerable reduction in costs within a company.
Not to mention that the success rate of selling to an existing customer is 60-70% . In contrast, the same rate for a new customer is only 5-20% !
Therefore, 82% of companies believe that customer retention is less expensive than acquisition.
Therefore, investing in retention and loyalty is the best way to ensure revenue, financial health and advocates for your brand. All this with the help of after-sales service.
Furthermore, by ensuring a good post-purchase experience, your business shows that it truly cares about each consumer, thus creating a stronger relationship and conveying greater commitment.
A satisfied customer can significantly influence your company's image in the market.
But it is important to understand that a consumer who has had a negative experience also has this power, thus posing several risks to the consumer's reputation.
The two strategies, prospecting and retention , must be developed and applied in parallel. This way, your industry will be able to obtain the best results and become more competitive.
However, what usually happens is that the focus is directed towards sales, reducing dedication to after-sales.
In this sense, we have gathered 5 tips below to better structure your after-sales service and ensure customer retention!
1. Maintain contact and a good relationship with your customers after the sale
Maintain good customer relationshipsImagine a customer's luxembourg whatsapp data perception when they notice the great effort made by the sales team during the negotiation. But they feel a distance from the team after the deal is closed.
The relationship with your customers should remain at a similar level to what it was during prospecting . The only thing that changes here are the objectives. After all, to maintain contact there are some options that vary according to the business model and size of the industry.
The first option is more suitable for smaller teams and small businesses. Here, the same salesperson who prospected the customer continues to be in contact with the customer. They conduct visits or hold online meetings, present results and help the consumer on their journey.