Provide a good after-sales experience

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According to communication and neuromarketing expert Fernando Kimura, 85% to 95% of purchasing decisions are made unconsciously. As a result, the desire to make a decision tends to be emotional rather than rational.

Therefore, it is beneficial for companies to act on this rather than letting brand sentiment become negative.

Search for overdelivering
Overdelivering is an English term that can be loosely translated as "delivering more." Basically, overdelivery involves delivering more than the customer expects during the purchasing process, increasing the perceived value.

There are similar tactics, but they don't align with overdelivery. For example, when shop you buy a product and then receive another product or gift, this tactic can be seen as cross-selling.

Let's look at an example of an overdelivery strategy: you go to a grocery store and buy a cardboard beverage carton . After paying, you discover you've just received a set of American cups.

This is the key differentiator of this strategy, which doesn't use bait to encourage purchases, but rather offers a product or experience that exceeds expectations. As a result, consumers perceive the process as positive and value the brand more.

Focusing on after-sales doesn't mean you should forget about new customers and their acquisition, but you should also focus on those who already have a relationship with the company.

These consumers, when satisfied, come back to buy new products, share their experience and do the best marketing a company can have: the famous word of mouth.

After-sales investment speeds up problem resolution and provides customers with security. When contacting the company, he knew his issue would be resolved.

Furthermore, it anticipates customer needs and reinforces the company's image among other consumers and competitors.

Now that you know how to improve your company's customer experience, implement it as soon as possible to see your numbers rise along with the satisfaction of the people you serve.