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It's an unfortunate reality, but many customers are not satisfied with their orders. The product is either not as expected or faulty; this calls for a great after-sales service. In order to boost this service, it helps to look at the customer expectation pyramid and identify where your company might be lacking.
It's no secret that customer loyalty is the key to any successful business. But what exactly do customers expect from the after-sales service? The Customer Expectation Pyramid suggests three levels of expectations.
This can be used to evaluate where retailers might be lacking.
Convenience
First we have convenience. Today, customers want to have access to help and support without any hassle. They want to use self-service solutions to find answers to their problems and move on.
A bad example: Warranty claims is perhaps the most challenging after-sales inquiry there is, yet, with long and complicated guidelines, brands make it difficult for customers to navigate. First, and perhaps the most important learning, make it easy for customers to find exactly what they are looking for.
Speed
Second is speed. In today's fast-paced world, customers expect all businesses to be able to keep up with their growing demands in every aspect of the customer journey.
Be responsive – if a customer has a question or concern, make sure you address it promptly. This shows that you’re attentive and want them to have a positive experience.
Going back to the example with warranty claims, collecting accurate data about the faulty product is the first step in reaching quick resolutions. Not responding in a timely matter or taking multiple days to resolve a simple issue is a no-go!
Ownership
The best leaders will take ownership of their products. They make sure customers feel heard and understood. They care and nurture long-lasting customer relationships.
Let your customers know that you appreciate their business. This could be through thanking them personally, or showing them that you’re invested in their satisfaction by following up after they make a purchase.
Product quality is non-negotiable, and customers will always be looking for products that meet their standards. However, taking full responsibility when products break is just as important, and especially with the growing focus on sustainability.
Meeting customer expectations is only the beginning. If you want to create loyal customers, you need to go above and beyond by exceeding their expectations. Here are a few tips on how to do just that:
By following these tips, you can turn your customers into lifelong fans and create loyal brand ambassadors!
By understanding your customers’ post-purchase expectations and working to exceed them at every opportunity, businesses can create customer loyalty that will continue to support them. Use the Customer Expectation Pyramid as a guide to boost customer loyalty and keep your business thriving for years to come.
