Post by account_disabled on Mar 10, 2024 10:58:15 GMT
After-Sales Support Firstly, effective after-sales support adds value to our offering. Customers realize that they receive more than one product, they identify that the company is willing to guide them so that they can make better use of what they purchased. Not only that, you understand that your opinions are valued through the communication channels, being able to note the fulfillment of the guarantees offered and the solutions presented to resolve any complaint. It is worth highlighting here that support problems are among the main complaints on the internet. On the other hand, after-sales quality can reverse a critical situation and encourage positive comments for the brand's reputation. 2. Recommendation Marketing Exceptional service motivates customers to post favorable reviews of the company on their social media and recommend them to their family, friends or colleagues. In this way, so-called recommendation marketing is activated through customers who become ambassadors of our brand. Furthermore, within Recommendation Marketing there are also active actions to bring in new customers, such as referrals.
In general, these campaigns work as follows: if the customer refers a person, who closes a deal with the company, both the customer and the friend receive a benefit, such as a discount coupon or other bonus. In this way, customers act as a sales force for the company. 3. Satisfaction Survey The State of Personalization 2021 survey, by Twilio Segment , identified that 88% of Generation Z consumers (people born, on average, between the second half of the 1990s and the beginning of 2010) report being frustrated with unchanged shopping experiences after providing negative feedback. This number is also Brazil Phone Number Datarepresentative among Baby Boomers (those born between 1945 and 1964) interviewed: 54%. Another form of after-sales is satisfaction surveys. With them, it is possible to get to know customers better and collect feedback about the purchasing experience. Questions must be well thought out, so that the answers help to improve marketing and sales strategies. In addition to the satisfaction survey, you can also use the Net Promoter Score (NPS), in Portuguese something like “promoter network score.
This questionnaire consists of a scale from 0 to 10 on how likely customers are to recommend your brand to other people. If the grades are: 0 to 6: customers are dissatisfied, will criticize your brand and no longer intend to use your services or products. These are Detractor Customers. 7 to 8: customers who were satisfied, but are not necessarily loyal or enthusiastic. They look for your company when it is really necessary. They are Neutral Customers. 9 to 10: customers saw the value of your product, are loyal, will engage and recommend the brand. They are your Promoter Clients. 4. Cross-selling e Upselling Cross-selling and upselling strategies can be put into practice both during purchase and after-sales. Cross-selling is when you present a product that is complementary to the one the customer purchased. For example, he bought a cell phone, you can offer a headset or a portable charger. Meanwhile, upselling is a strategy that consists of offering an improved version of the product that had previously been purchased. Thus, if the customer has signed a package with a gym that entitles them to three classes a week, it is possible to offer an upgrade to classes every day of the week.
In general, these campaigns work as follows: if the customer refers a person, who closes a deal with the company, both the customer and the friend receive a benefit, such as a discount coupon or other bonus. In this way, customers act as a sales force for the company. 3. Satisfaction Survey The State of Personalization 2021 survey, by Twilio Segment , identified that 88% of Generation Z consumers (people born, on average, between the second half of the 1990s and the beginning of 2010) report being frustrated with unchanged shopping experiences after providing negative feedback. This number is also Brazil Phone Number Datarepresentative among Baby Boomers (those born between 1945 and 1964) interviewed: 54%. Another form of after-sales is satisfaction surveys. With them, it is possible to get to know customers better and collect feedback about the purchasing experience. Questions must be well thought out, so that the answers help to improve marketing and sales strategies. In addition to the satisfaction survey, you can also use the Net Promoter Score (NPS), in Portuguese something like “promoter network score.
This questionnaire consists of a scale from 0 to 10 on how likely customers are to recommend your brand to other people. If the grades are: 0 to 6: customers are dissatisfied, will criticize your brand and no longer intend to use your services or products. These are Detractor Customers. 7 to 8: customers who were satisfied, but are not necessarily loyal or enthusiastic. They look for your company when it is really necessary. They are Neutral Customers. 9 to 10: customers saw the value of your product, are loyal, will engage and recommend the brand. They are your Promoter Clients. 4. Cross-selling e Upselling Cross-selling and upselling strategies can be put into practice both during purchase and after-sales. Cross-selling is when you present a product that is complementary to the one the customer purchased. For example, he bought a cell phone, you can offer a headset or a portable charger. Meanwhile, upselling is a strategy that consists of offering an improved version of the product that had previously been purchased. Thus, if the customer has signed a package with a gym that entitles them to three classes a week, it is possible to offer an upgrade to classes every day of the week.