You’ve made your pitch. The customer sees the value in your product or service and makes a purchase. Congratulations are in order, revenues are trending upward…but what’s next? To nurture and increase customer engagement after the first sale is the starting point of building customer loyalty.
The service you provide after the sales process is completed differentiates you from your competitors and builds customer loyalty. You need to provide an exceptional customer experience that keeps your customers satisfied and increases customer engagement. A feedback management solution helps to deliver this.
Increase customer engagement
Customer engagement is a crucial component in your company’s after sales contact with its customers. It provides opportunities to engage with and understand your customer’s perceptions. The key is to understand what the customer considers important in the interaction beyond the sale.
Implement a feedback management solution that you can engage and interact with your customers. Then leverage this feedback to ensure the needs of your customers are matched by the objectives and strategies deployed. Feedback management provides valuable customer insight in a real time environment, with the ability to rapidly action changes to address the customer’s feedback.
The UK Customer Satisfaction Index (July 2016) reported that customer satisfaction is lowest in the first 5 years but peaks from years 6 till 20. On average 7.5% of customers state they are likely to repurchase in the first 5 years.
While these figures represent a small proportion it shows the opportunity for companies to increase repeat sales. An effective feedback management solution helps:
- Identify and understand what is important to the customer’s needs
- Produce real time reporting to transform actionable insights
- Engage the customer to identify any concerns or issues that can be flagged instantaneously
- Feed these issues to the relevant teams/departments to address
Therefore remember that every customer interaction matters. Your feedback management solution helps your company achieve an exceptional customer experience by nurturing and increasing customer engagement after the sale.