CX — HOW TO close the Post Sale Experience Gap
A practical guide by SIMPI
In today’s business world, customer centricity is key. UX & CX is not just something you need when building digital products anymore. User and consumer experience is and should be at the core of basically any department. Afterall, a company makes revenue if it can fulfill the customers needs and if customers feel encouraged to interact with the brand.
The willingness of brands to engage with consumers throughout the customer lifecycle leads to substantial spendings on Marketing, Sales, and Growth activities, just to mention a few. It makes sense, right? According to a Stackla report
Usually, all the effort to reach consumers happens when a brand is out to sell its products and services. But what about the post sale experience? Once consumers buy their new product, who will help them to explain how to set it up, when the manual is not 100% clear? Who helps them to understand all its features? What about all the additional things you could purchase matching the new product?
You got it: it’s the YouTubes, Instagrams, and Amazons who usually own the post sale experience, interacting with consumers, understanding the product’s flaws and recommending what to purchase next.
Quite the gap? Huge opportunity for brands? It is indeed.
Investing into the post sale experience with the magic of manuals & HOW TOs
As a brand, if you want to stay competitive you must know your customers inside out. It’s the key to direct business, up-selling as well as lasting loyalty & lovability.
So how can a brand make sure they own their consumers’ post sale experience and don’t lose valuable insights to other platforms like Google, Instagram or YouTube that aggregate your key data to build their business upon it.
As it turns out, you already have everything to turn this around:
It’s your product in the hands of your customer and the experience you create. Your customers already decided in favor of you, so why would they reach out to influencers, forums, or amateur videos if you can make them feel special like no one else?
After all,
And it’s quite easy. Digitize your manuals, HOW TO’s, tipps & tricks, and whatever else your creative mind comes up with.
Integrate Up Sell, Cross Sell & Marketing into your product’s HOW TO experience
We built SIMPI to do exactly just that. As a brand you are using the SIMPI SaaS ecosystem to build step by step guides for your products. Your customer can easily gain access to manuals by scanning a QR code on the product’s box or by following a link you provide them e.g. through your own web shop or invoice email.
Leveraging the post sale phase you can engage your customers to directly connect with you and leave feedback on your product which you can react to. Include additional products / add-ons to boost your sales and make it easy for customers to access fitting products matching their latest purchase.
Create a Community around your Brand
61% of consumers would be more loyal and more likely to buy from a brand if they were invited to be part of a customer advocate community of content creators. (Source)
Building a community around your brand will help you to increase the customer experience and is essential to
- Have experts helping your customers with Q&A
- Create more buzz around your products
- Move away from expensive Influencers
- Gain customer trust
In return, your customers are being freed of the burden to go through extensive manuals and having to look for help on social media platforms. They know they are not left alone, because you and your SIMPI community have their back.
Got Feedback or Questions? Do reach out to us: hello@simpi.com
About SIMPI | SIMPI is the new HOW TO format, empowering a truly digital and frictionless post sales experience. Consumers get their favorite products up and running as easy as possible — and even with fun! The brand and community generated content leads to authenticity and a constant net of support if consumers need help.
