Overview

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.

Full Product Details

9781637428887

Table of Contents

Reviews

""Finally, a complete guide for the vital subject of after-sales support! Services revenue drives the business models of many companies, and after-sales care is a crucial determinant of customer satisfaction."" - Kevin Michaels, MD at AeroDynamic Advisory ""The after-sales space is constantly evolving, and this book offered new/updated insights on the business and also had me stepping back to re-evaluate what I'm doing at my current global operation."" - Kevin Yaremchuk, 16 years of after-sales leadership experience at Fortune 500 companies in aerospace, power-generation, and life-sciences ""A pragmatic and insightful, end-to-end view of the after-sales service and support marketplace. After-Sales Excellence delivers a concise and practical roadmap to both overcome and proactively avoid the common challenges that prevent success."" -Toby Chisnall, Ridgeline Consulting

Author Information

Nigel Woodall has extensive after-sales experience, having worked for SMEs and multinational corporations, including airlines, OEMs, and independent maintenance and spares distribution providers. He has held senior management positions in all customer-facing elements of after-sales and now runs his own successful, after-sales business management consultancy. Nigel resides in the south of England.

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