Retail Aftermarket: Delivering An Exceptional (And Profitable) Customer Experience

Retailers of all sizes rely on the aftermarket to help drive a profitable business model. Focused on providing customer service after a sale, the retail aftermarket involves the management of warranties, returns, repairs, and replacing goods purchased by consumers in a retail store or online.

Since every consumer could be a recipient, the potential customer base accessing aftermarket service is vast. From initial contact with the consumer to the resolution of the work—be it a repair or a replacement—you must manage the issue as quickly and cost-effectively as possible while delivering a consistently positive customer experience.

This paper examines the astounding scope and complexity of the retail aftermarket, the challenges you face as a retailer to deliver an exceptional customer experience while remaining profitable, and the vital role technology plays in helping you achieve these outcomes.