The post-sales customer experience as a differentiating element
Posted: Wed Dec 11, 2024 8:59 am
“What is not defined cannot be measured. What is not measured cannot be improved. What is not improved always degrades.” (William Thomson, 1st Baron Kelvin)
If we take this premise into account, we can come to the conclusion that measuring the quality of customer service is essential for the company, as well as the perception that the customer has regarding the quality of the service they have received. In short, we are talking about the “customer experience” with our entity. This is even more important when we talk about post-sale customer experience.
Customer experience is a strategic look at the overseas chinese growth in europe positioning option for organizations, but the challenge is to turn it into a tool for improvement and growth opportunities.
This concept may sound somewhat idealistic, but not taking it into account means being out of touch with current reality. In fact, it has become a critical differentiator in today's highly competitive market.
Below we tell you how to make the post-sale customer experience positive and the keys to personalized and comprehensive service for multi-channel customers.
How to make the after-sales customer experience positive
Increasingly, companies dedicated to customer service must seriously consider the need to offer a service that exceeds expectations and thus generate loyalty and trust. To do this, they must begin by knowing who their customer is and who their competition is, in order to design a differentiated service.
The key to success between your brand and your customers is to know them and offer them personalized attention.
Let's not forget that a customer may be interested in our product or service, but they also expect us to listen to them, wanting us to make things easy for them, and to treat them with kindness. Who doesn't like to be treated well and made to feel special? And to achieve this, we must know what customers are like and what their needs are.
In this sense, a contact centre represents an important channel for customer service and relations, but also a latent source of information, creation and management of the experience. If each moment is made positive, the customer's post-sale experience will have good results and will probably lead to a repeat purchase, or even to a recommendation.
Who provides after-sales customer service?
Taking this into account, we can say that having a contact center focused on post-sales customer experience implies having professionals who implement selection, training, motivation, and compensation policies that support this objective.
This professionalism is necessary because it is in the contact center where interactions are handled that come through various channels, and some of them require a real-time response, such as phone calls, chats and video calls. However, there are others that come through channels that do not require real-time management, such as email, SMS, fax and callback, so the company's strategy must be adapted and sized to relate to customers in the way they choose.
If we take this premise into account, we can come to the conclusion that measuring the quality of customer service is essential for the company, as well as the perception that the customer has regarding the quality of the service they have received. In short, we are talking about the “customer experience” with our entity. This is even more important when we talk about post-sale customer experience.
Customer experience is a strategic look at the overseas chinese growth in europe positioning option for organizations, but the challenge is to turn it into a tool for improvement and growth opportunities.
This concept may sound somewhat idealistic, but not taking it into account means being out of touch with current reality. In fact, it has become a critical differentiator in today's highly competitive market.
Below we tell you how to make the post-sale customer experience positive and the keys to personalized and comprehensive service for multi-channel customers.
How to make the after-sales customer experience positive
Increasingly, companies dedicated to customer service must seriously consider the need to offer a service that exceeds expectations and thus generate loyalty and trust. To do this, they must begin by knowing who their customer is and who their competition is, in order to design a differentiated service.
The key to success between your brand and your customers is to know them and offer them personalized attention.
Let's not forget that a customer may be interested in our product or service, but they also expect us to listen to them, wanting us to make things easy for them, and to treat them with kindness. Who doesn't like to be treated well and made to feel special? And to achieve this, we must know what customers are like and what their needs are.
In this sense, a contact centre represents an important channel for customer service and relations, but also a latent source of information, creation and management of the experience. If each moment is made positive, the customer's post-sale experience will have good results and will probably lead to a repeat purchase, or even to a recommendation.
Who provides after-sales customer service?
Taking this into account, we can say that having a contact center focused on post-sales customer experience implies having professionals who implement selection, training, motivation, and compensation policies that support this objective.
This professionalism is necessary because it is in the contact center where interactions are handled that come through various channels, and some of them require a real-time response, such as phone calls, chats and video calls. However, there are others that come through channels that do not require real-time management, such as email, SMS, fax and callback, so the company's strategy must be adapted and sized to relate to customers in the way they choose.