After-Sales Excellence

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 organizations 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.

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.