How to create customer loyalty through excellent service
The first Service Conference was held in Bologna and organized by Matteo Zironi, global after-sales director of Ali Group. The meeting was an excellent opportunity for different companies within the group to exchange ideas on how to further improve the after-sales customer experience.
"The world of HoReCa is undergoing a radical change and technical support is becoming a strategic function", affirms Matteo Zironi. "Our customer's expectations of after-sales support have increased dramatically. Response and delivery times as well as the ability to provide a complete service are the deciding factors in creating and obtaining customer loyalty. It is easy to change a product or a producer, but it is very difficult to substitute excellent service."
After-sales service is one of the foundations of the Ali Group strategy. "My task is to guarantee that within the Group there is a constant attention and priority given to customer satisfaction", continues Matteo Zironi. "This means becoming more proactive. We should not limit ourselves to supplying technical assistance and parts. It is important to develop new solutions that help our clients grow their business, reduce running costs and improve efficiency and profit margin."
Concrete steps to achieve these goals have already been taken within the companies of the Group and they are committed to becoming true partners of their clients. The intention is to take care of the customers and products in all aspects throughout the entire life cycle of the products. "If a client is sure that they are able to count on us, we will have achieved the most difficult of our goals, and that it to gain their trust", concludes Matteo Zironi.