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 40 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.

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