With all the economic volatility we’re seeing right now, we can expect history to https://1investing.in/ itself. Multiple studies support the benefits of optimizing after-sales service in a down economy, suggesting that this move is increasingly strategic to manufacturers’ long-term financial performance. The data to be obtained for the conduct of a research study primarily depends upon the chosen research method, namely whether it is quantitative, qualitative, or mixed in nature. The interpretivist theory however developed largely as a counterpoint and a criticism of positivism. Whilst interpretivist theorists do not reject the positivist dimension of scientific knowledge, they do question its relevance for the study of societies . If the selling price of goods includes an amount for after-sales servicing and s…
If you liked this article, we bet that you will love the Marketing91 Academy, which provides you free access to 10+ marketing courses and 100s of Case studies. Care has also being taken to ensure proper acknowledgement of all information sources used in the dissertation. There has been a great amount of discussion and debate on the topic of research methodology and theories of how enquiries should proceed (Shacklock & Smyth, 1998, p 107).
By definition, it includes all business activities geared toward customer satisfaction beyond the point of sales. If your client appreciates you, there is no reason not to recommend you. Happy customers will be eager to help you offer your services or products to those around them. Their opinion will be more taken into consideration than an advertisement. When you lead a customer toward a purchase, every small detail can become crucial.
These areas of optimization combined ensure the end customer has a great experience, while the manufacturer simultaneously maximizes revenue and margins. The Bain & Company study also revealed manufacturing companies’ service businesses grew by 9 percent annually, compared to a 5% growth rate captured on the product side of the business. Obtaining of data must be preceded by a decision on choice of information sources. Information sources are primarily of two types, i.e. primary and secondary information sources . Secondary information sources represent the information available on the topic under investigation in the public domain.
It’s also about empowering your customers to get the most value out of your product. LastPass provides their administrators and end-users with ongoing free training on how to set up their computer security systems. Not only do users get the benefit of a safe password manager, but they also are informed of any new security concerns they should be aware of. This brings a lot of value to the product and improves overall customer satisfaction, even after the sale. Even if you’ve sold them on your product initially, abandoning them after the sale virtually ensures they won’t come back in the future.
I am a business head in electronics and telecom devices after sales support company and need more ideas to increase and gear up our reach to multiple OEMs. However, this comes with the condition of the free storage extending to a limited time. Similarly, Apple provides exchange or upgrade of old mobile phones with new mobile phones in the US, storage devices like Western digital that provided a lifetime warranty for the external hard disks. If for any reason, the hard disks are corrupted they are replaced for free of cost if within the limit. The nature of after sales service depends entirely on the industry and the product.
Send Them Helping Content
Research experts now appear to agree that both these methodologies have their own specific strengths and weaknesses (Shacklock & Smyth, 1998, p 107). Positivist researchers follow specific processes and procedures to ensure that observations are accurate, consistent, and verifiable in order to conduct their investigation . To understand the relevance and importance of after sales service for consumers of such equipment.
Upgrading a software for the device for a limited period is one of the Types of After sales service followed by companies. The upgrades are for a limited time owing to the fact that the hardware remains the same throughout the years and it may not be compatible to run new software after a period of time. The message is clear – after-sales services can no longer be sidelined. It is necessary for dealerships to train personnel to not only sell vehicles, but provide the best after-sales services, so customers don’t get a chance to complain. It plays a crucial role when it comes to customer satisfaction and retention.
For example, Apple follows the policy of providing Over-The-Air upgrades for iOS software’s for about 4-5 years, a post which the upgrades stop. The customer may still use their devices but it won’t be supported by the latest software. The mobiles get the software upgrade for a few years – depending on the model – a post which, the upgradation stops. This is also considered a great marketing strategy to ensure regular upgradation of phones by customers.
You could also have questionnaires for customers to fill out every so often to find out what you can improve on. It’s surprising how many people will fill out the survey honestly and openly if you offer them some sort of reward. Customers like their opinions to be heard and this is a way they can voice their concerns or likes.
They’ll have confidence knowing that if your product isn’t the right fit, they’re not locked into keeping it. Birthdays, holidays, and purchase anniversaries are the perfect time to remind customers that they matter to your business after the sale. This information is relatively easy to obtain through a loyalty program or even at the point of sale. You can wish them well on their special day and feature any promotions or relevant products in your message. Leads that are referred to your business by previous, happy customers are the most valuable asset in your sales funnel.
Instruction and Training
Satisfied clients are the most valuable asset since they have higher customer lifetime value. Making clients happy with after-sales support ensures new leads from referral programs and more sales. Since an excellent post-sales experience impacts a brand image, businesses can use it to their advantage. If entrepreneurs build a positive brand image with after-sales support, they can boost conversions, establish customer loyalty, and reduce customer churn. According to statistics, 96% of consumers will leave if a company provides bad customer service.
- The very first step is to maintain customer loyalty at the point of sale.
- The mobiles get the software upgrade for a few years – depending on the model – a post which, the upgradation stops.
- Pre-installation services are an important type of after-sales service.
- After sales service includes various activities to find out whether the customer is happy with the products or not?
Information from customers can be both quantitative and qualitative in nature. Information from supplying organisations is also likely to be both qualitative and quantitative in nature. It needs to be recognised that small organisations are restricted by the size of their operations, the availability of cash flows and availability of employees. New organisations furthermore have many clients within warranty periods and have to provide after sales services free of charge.
Sales professionals selling laptops must ensure windows are configured in the system and customers are able to use net without any difficulty. Similarly organizations selling mobile sim cards must ensure the number is activated immediately once the customer submits his necessary documents. A satisfied and happy customer brings more individuals and eventually more revenues for the organization for long time.
In many cases, in-person training at the time of installation is ideal, as this allows instruction to be tailored to the unique needs of each customer. Customers should never feel abandoned after they’ve purchased a product or service from you. A warranty sends the message that you stand behind your products and services—so make sure you do by honoring your warranty. It’s natural to court your customers when you need their business. Instead, spend just as much time making your new customers have a great experience.
Thank you notes are small tokens of appreciation that can influence the state the significance of after sales service experience after the sale. This traditional method of following up will help your brand stand out in the minds of your customers because it shows that your team spent time acknowledging them individually. For a Limited period of time companies provide free replacement of the product in case of any queries. In some cases, replacement may be of the entire device, or in other cases, replacement may be only of the defective part. The business offers all these services to reaffirm to customers that their decision to rely on the brand is justified and that they should stick with the brand for the long term. Customer loyalty is an essential part of every business’s success.
Organizations that contact customers on special occasions may build a stronger image. Contacting customers on special occasions may help you bring your customers more closer to your brand. The company embraces the responsibility of doing business that benefits the customers and serves the greater interests of the community. It’s important to foresee and eliminate potential usability issues and provide a service that improves user experience.