Comments on: Post Sales Services, Compatibility and Customer Loyalty http://wordsofabrokenmirror.com/2009/02/04/post-sales-services-compatibility-and-customer-loyalty/ Online and Offline Marketing and PR Sat, 12 May 2012 09:57:03 +0000 hourly 1 http://wordpress.org/?v=3.2.1 By: Alina Popescu http://wordsofabrokenmirror.com/2009/02/04/post-sales-services-compatibility-and-customer-loyalty/comment-page-1/#comment-1758 Alina Popescu Fri, 06 Feb 2009 12:46:49 +0000 http://wordsofabrokenmirror.com/?p=342#comment-1758 Andrew, thank you so much for contributing to my post. You are right, and I'd like to use the same example to show how word of mouth worked in this case. At Axigen, there are about 60 people working in an open space. they all notices my laptop shrinked to an Asus eeepc and wanted to know why. So most of them found out that if you buy a Sony Vaio, you should treasure the charger cause you won't find one. They know I was annoyed and maybe some of them remembered the sales person was nice and they ordered one for me that by the way has arrived and I'm getting today. Andrew, thank you so much for contributing to my post. You are right, and I’d like to use the same example to show how word of mouth worked in this case. At Axigen, there are about 60 people working in an open space. they all notices my laptop shrinked to an Asus eeepc and wanted to know why. So most of them found out that if you buy a Sony Vaio, you should treasure the charger cause you won’t find one. They know I was annoyed and maybe some of them remembered the sales person was nice and they ordered one for me that by the way has arrived and I’m getting today.

]]> By: Andrew http://wordsofabrokenmirror.com/2009/02/04/post-sales-services-compatibility-and-customer-loyalty/comment-page-1/#comment-1754 Andrew Fri, 06 Feb 2009 11:29:11 +0000 http://wordsofabrokenmirror.com/?p=342#comment-1754 Alina, From the viewpoint of customers, what happens after the time of the sales is a very significant factor in terms of their overall experience in dealing with the company in question, and therefore, the importance of after sales service in terms of the long term success of a company cannot be overstated. Moreover, as your example shows, the effective management of this important function requires a considerable degree of foresight in order to anticipate potential problem areas, and ensuring that a sufficient supply of stock will be available is one critical aspect of the process. This is stating the obvious to some extent, but nevertheless, it is worth saying - the quality of customer experience with respect to after sales service has an impact upon the company concerned in two ways; (1) As a consumer, it has an effect upon your decision to use products or services of the company in the future; and (2) Through word of mouth, it also has an impact upon the reputation of the brand, which in turn will have an impact upon the likelihood of success for the firm in terms of attracting prospective new customers/clients in the future. <abbr><em>Andrews last blog post..<a href="http://www.goodhonestdollar.com/how-healthy-is-apples-disclosure" rel="nofollow">How healthy is Apple’s disclosure?</a></abbr></em> Alina,

From the viewpoint of customers, what happens after the time of the sales is a very significant factor in terms of their overall experience in dealing with the company in question, and therefore, the importance of after sales service in terms of the long term success of a company cannot be overstated.

Moreover, as your example shows, the effective management of this important function requires a considerable degree of foresight in order to anticipate potential problem areas, and ensuring that a sufficient supply of stock will be available is one critical aspect of the process.

This is stating the obvious to some extent, but nevertheless, it is worth saying – the quality of customer experience with respect to after sales service has an impact upon the company concerned in two ways;

(1) As a consumer, it has an effect upon your decision to use products or services of the company in the future; and

(2) Through word of mouth, it also has an impact upon the reputation of the brand, which in turn will have an impact upon the likelihood of success for the firm in terms of attracting prospective new customers/clients in the future.

Andrews last blog post..How healthy is Apple’s disclosure?

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