Jim Rohn a famous author once rightly said that, “A good service leads to multiple sales. If you take good care of your customers, they will open doors you could never open by yourself” This is exactly what a brand should imbibe and religiously follow. It plays a crucial part not only for our industry but every industry pertaining to offer any kind of services and dealing with customers. Universally, it’s the after sales service that plays the key role than just an ordinary sale, to make the buyer your customer.
After sales service is the key to build consumer loyalty and consumer retention. You would not only develop loyal customers but build a very strong brand connect with your audience. An impressive After Sales makes you win the customer and his trust for a lifetime. The underlined fact being that they would not only prefer the brand but also promote it further. There are many brands that put in a ton of efforts to offer the best to their customers in the form of value added features, freebies etc. But the real ones are those to stick to their consumers even after the sale and provide them with regular service which is the only expectation from them.
Providing outstanding customer service after the sale may not only help you gain a customer for life, but you’ll be more likely to receive customer referrals that can lead to more business. I’m always baffled at why so many salesmen fail to realize this as it’s one of the easiest ways to generate more sales and earn profit. If you fail to build the personalized approach, the next time he/she needs a product or service, he would be more inclined to other brands in the market and may not consider yours, for the reasons we know. It may be sound cliché, but it’s true that “it’s easier to keep a customer you already have than to find a new one”
Once a customer is satisfied with the service offered, they urge to be associated with the brand and create a positive image of it in their mind. It may sound fictitious but more than 70% of people in India are brand loyal and don’t prefer to switch very soon. The industry has become extremely competitive it terms of new launches and innovations. Every brand has become aggressive and wants to be in the top of the charts. In such circumstances, what makes a brand unique and in demand is not only the technology used or the new features, the looks or the quality but what matters the most is the service provided after the sale to the user.
Coming to the growing brands & competition, brands have become extremely aggressive and every brand wants to be the No.1 in the market. The demand of the customers is rapidly growing, so it becomes more important for the brands to provide them with new innovations at the best prices.
Giving the user the best products is not enough. The brand must provide them with equally great after sales services to maintain the consumer satisfaction as a lot of customers, would only stick to the brand if their last purchase experience is being great, satisfactory and up to the mark. Even brand follows a systematic sales strategy to execute the services to its customers. It’s strongly believed that a constant trial of the service is the key to gain maximum market share by any brand. The most important benefit of these strategies is user retention. A considerable number of customers would only adhere to a particular brand if their last buy experience is simply extraordinary, acceptable and up to the mark.
Many brands in the market including Ziox are also coming up with various service packages giving their customers a great user experience. They are providing the buyers with email & call support. Any complaints, queries or help needed to the customers is solved immediately by this service. It acts like an instant help and is extremely useful in case of emergencies. Many companies including Ziox Mobiles makes sure that any problem bothering the customer is solved via emails or calls at that very moment avoiding any sort of delays and giving the best customer service.
The brand recently has also launched its 111 Days Replacement Policy for our feature phones. This policy is applicable from the day of activation or Purchase (whichever one is first). This unique policy allows us to build stronger connect with our customers and will assure them that we stand for best quality products & service in the cluttered Mobile market. Started in selective cities, we plan on extending it to a pan India level.
In addition to this, we have an Assured 10 Day Service policy wherein we will close on any issue faced by our consumers at a maximum of 10 days. However, in rare cases, when we are unable to address the issue, we will replace the device on the 11th day of complaint login.
After sales service policies is definitely a very important factor to maintain or increase the sales of the company. Like us, every brand should prioritize it to continue consumer interests for the products. Likewise, the companies will have to keep adapting new services for their customers as and when there will be new technological developments or new requirements from the users as constant innovation in the after sales services is an integral part to maintain relations with loyal customers and to acquire more customers. We have to make sure that we keep on upgrading our after sales service policies as per the need of the hour and keep up with the consumer expectations.
The sales of the products and the brand development go hand in hand. Once a brand loses the trust of the consumer, it is extremely difficult to build it back. As it is rightly said that “Trust is a like paper, once crumbled cannot be used again”. The trust and quality of our products is what has made us what we are today and I personally believe that it should definitely not be taken for granted.
Authored by: – Mr. Anil Kumar, CSD Head, Ziox Mobiles
(The views expressed in this article are by Anil Kumar. Technuter.com doesn’t own any responsibility for it.)
@Technuter.com News Service