siliconindia | | August 20199Nitin MalhotraToday, customers want to be aware and need complete visibility at every step of the repair processServicing of the Spare Parts ­ Firstly, the availability of spare parts is very important when it comes to bringing down the repair time. A brand must ensure that the parts of a gadget are handled with care and more importantly, it should be able to provide these spares to customers whenever required. Brands should, thus, practice smart spares management to offer quick replacement and reduce the downtime for customers. Innovation and Technology ­ Continual/Consistent/Continuous innovation is perceived as bringing disruption. It keeps customers engaged and they believe the company is progressive and working to enhance their experience and lifestyle. The company doing continuous innovation is seen as a leader. Customers feel secure being with a leader and hence are loyal.Emerging technologies such as AI, remote diagnostics, data analytics, etc. can help brands deliver effective after-sales service, and ensure a win-win situation for the brand. Any brand should, therefore, leverage these modern advancements and provide best-in-class after-sale service to customers while frequently attempting newer ways to innovate their existing processes. After-sale service plays a key role in delivering quality services and experiences to customers throughout the product lifecycle. A brand should have a special focus on making this entire journey frictionless for customers. They should be perceptive of the evolving needs and expectations of customers and be prepared to adapt quickly to such changes. It is also important for them to switch immediately from being a feature-heavy innovative product manufacturer to service evangelists with the sole intent of keeping the customers well-serviced and the gadget `always on'.
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