"Be afraid, be very afraid…
what companies should fear most is ‘the silent customer’. Studies show 96% of customers don’t complain - 91% simply never return.
According to PwC 1/3rd of customers will leave a brand after just one bad experience, and 92% after two.
Harvard Business Review tells us that 84% of customers say their expectations had not been exceeded in their recent interaction with customer service. Indeed, 78% gave up because of a negative experience.
Scarily, researchers also found that dissatisfied customers, go on to tell between 8 and 20 others!
Thankfully, 84% of consumers say they buy from brands they feel an emotional connection to, and companies with a strong brand story outperform their competitors by 20%.
Friend and fellow Marketor, Vladislav Dobrokhotov's prescient new book – “The Art of After-Sales Marketing” affirms that at its core every business exists to solve the customer’s problem. By clearly communicating this, you can profoundly connect with them and differentiate your brand from its competitors.
“As an artist breathes life into a blank canvas, Marketors infuse brands with character & individuality. They tell a story, leaving the audience yearning for more.”
The book calls upon you to think about how your brand values manifest themselves in your after-sales service, and he brings the importance of after-sales marketing to life with compelling real-life examples.
‘Casting a positive spell to the post purchase experience’ is critical because every customer’s interaction with your brand contributes to their perception. The master stroke is turning customers into brand advocates.
Given the massive deterioration in customer service post-Covid, a most timely book."
