Customers require great service always and not only when they start a relationship with your brand. They expect brands to maintain uniform standards across the lifetime of the relationship. Research shows that brands typically focus far less on repeat service experience compared to acquisition/buying experience. They miss on the opportunity to expand customer relationships by delivering an average service experience.
In nutshell you must ensure great service post customer acquisition. It can be a big competitive advantage.Below is the outline of our approach to optimize lifetime customer experience