After-sales Excellence
Driving Improvement, Customer Satisfaction, and Growth

Practical strategies to drive customer loyalty and sustainable growth in customer-focused B2B organisations

Overview

After-sales Excellence is the new book by Nigel Woodall, founder of Aftermarket Advisory Consulting. Published by Business Expert Press (New York), it launched worldwide on October 10, 2025. Available to order through Amazon, and all major retailers.

The book addresses the often-overlooked but vital after-sales (aftermarket) sector that generates billions in value. It's a world of spare parts, maintenance, repairs, and customer support that keeps products working long after they are sold.

Why Read After-sales Excellence?

Drawing on more than 45 years of international leadership and consultancy experience, Nigel Woodall identifies the recurring, structural issues that consistently undermine after-sales performance. More importantly, he explains how to fix them.

The book combines real-world mini case studies with proven, experience-led strategies to help leaders move beyond firefighting and into deliberate, scalable performance improvement. While rooted in after-sales and service operations, the insights apply far more broadly once we reconsider what “customers” and “service” actually mean.

Customers are not only buyers. They include distributors, suppliers, employees, and shareholders. Service is not confined to the front line. It is shaped by leadership decisions, systems, incentives, and organisational alignment.

What You Will Gain

Clear Strategic Direction

Understand how after-sales fits into the wider business model and how to turn it into a reliable source of margin, loyalty, and competitive advantage.

Practical, field-tested approaches

Apply proven methods drawn from real organisations, without academic theory or abstract frameworks.

Improved organisational performance

Strengthen consistency, accountability, and execution across service, commercial, and operational teams.

Long-term capability, not quick fixes

Build foundations that support sustainable performance improvement across industries, roles, and market conditions.

About the Author

Nigel Woodall is a business consultant and former senior leader with more than 45 years of hands-on experience across SMEs and global organisations operating in complex, customer-facing environments. His career spans OEMs, airlines, MROs, distributors, and service-led businesses, giving him a rare, end-to-end perspective on how strategy, operations, and service performance intersect in practice.

Having worked on both sides of the supplier–customer relationship, Nigel has seen first-hand how after-sales and service functions either become a source of resilience and growth or quietly erode margin, capability, and trust. He now leads Aftermarket Advisory Consulting, working with leadership teams to strengthen performance, alignment, and long-term competitiveness.

After-sales Excellence is not a theoretical text. It is the distillation of recurring patterns observed over decades: the decisions, assumptions, and structural weaknesses that consistently undermine service performance, and the practical steps that resolve them. Written in a clear, conversational style and grounded in real-world experience, the book is intended to feel less like a manual and more like a working discussion with a consultant who has already seen the outcomes.

Contact the Author

🛒 Buy the Book

After-sales Excellence: Driving Improvement, Customer Satisfaction, and Growth is now available worldwide to order from:

• Amazon

• All major book retailers

ISBN: 9781637428887

EISBN: 9781637428894

📅 Release date: October 10, 2025

If you would like to purchase a signed first edition copy of the book, please use the Contact the Author email address provided above.

The book includes instructor materials for academic use. To request the accompanying resources, please contact the following:

🤝 Take It Further

Reading the book is the first step. To turn its strategies into tailored action for your business, connect with Aftermarket Advisory Consulting.

👉 Discover our consultancy services

👉

Reviews

See what readers are saying about this book!

A pragmatic and insightful, end-to-end view of the business marketplace. It delivers a concise and practical roadmap to both overcome and proactively avoid the common challenges that prevent success.

Ridgeline Consulting

The marketplace is constantly evolving, and this book offered new/updated insights on the business and also had me stepping back to re-evaluate what I’m doing at my current global operation.

Fortune 500 leader

USA

★★★★★

★★★★★

★★★★★

Finally, a complete guide for the vital subject of after-sales support! Services revenue drives the business models of many companies, and after-sales care is a crucial determinant of customer satisfaction.

AeroDynamic Advisory

USA

UK

Great Gift!

Bought this as a gift for my husband who works in the field, he said it was brilliant and “one I will keep and refer back to a lot when various situations arise at work”. I’m glad I stumbled across it, 5 stars!

★★★★★

UK

Highly practical and experience driven book

It has a clear focus on real world application, written by someone who has clearly lived and breathed the work, not just studied it and the insights / real world examples reflect that.
Helped me reflect on my current challenges and provided several ideas I could start using immediately, which made the book genuinely valuable.

★★★★★

UK