After-sales, the new playing field of loyalty
Why the moment a product breaks has become the moment a brand is won, or lost.
The Loop by CIMA
CIMA’s lab for observing and decoding customer care and after-sales trends, in sport and well beyond: what’s changing, what works, what brings people back. Short analyses, grounded in the field, to help you decide faster.
Repair rather than replace: service that extends the product
Repairs, spare parts, second life: what athletes now expect from brands.
Brands and retailers: making after-sales a team effort
When the customer goes through a shop, who owns the relationship? Ideas for shared after-sales that works.
AI and customer service: what must stay human
Automate what can be automated, without losing what brings people back: listening, advice, trust.
Measuring what brings people back, beyond CSAT
Repeat contacts, first-contact resolution, loyalty after an incident: the metrics that really matter.
After the purchase, the relationship goes on
Clubs, events, usage tips: how sport brands extend the experience.
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