After-Sales Excellence: Driving Improvement, Customer Satisfaction, and Growth

Fix what is broken, elevate what works, and lead in after-sales! After-sales Excellence: Driving Improvement, Customer Satisfaction, and Growth is the essential guide for anyone navigating this highly competitive world. Drawing on over 45 years of hands-on experience as an employee, senior business leader and consultant, the author delivers a practical, no-nonsense roadmap for business improvement. Operating within the after-sales (aka aftermarket) marketplace for products and services are: Original equipment manufacturers (OEMs) Stockists Distributors Maintainers Replacement manufacturers (copyists) Recyclers Chasing the same customers, they create a fast-paced, high volume, complex and constantly changing marketplace. Written in a concise, accessible style, the book focuses on the most commonly occurring challenges that prevent after-sales organisations from achieving optimum performance. Using many real-life examples and industry insights, it reveals proven strategies, frameworks and key secrets used by top performers to attract, retain and grow high-value customers. Ideal for entrepreneurs, business owners, leaders, investors and students, this book is like having a dedicated consultant on-call to help you transform performance, boost return on investment (ROI) and stay ahead of the competition.