Are things moving a bit too fast with connected cars? Continue reading
The Redefinition of Warranty
Originally defined as a moral obligation, warranty has evolved into a powerful tool for enhancing the customer experience, which in turn drives sales. Continue reading
Filed under Best Practices, Warranty
Legionnaires’ Disease Poses Liability Risk to Product Manufacturers
A recent outbreak in the South Bronx claimed 12 lives, left another 120 victims infected and put Legionnaires’ Disease back in the headlines. Besides being potentially fatal, LD poses a serious product liability and warranty liability risk to the manufacturer of any product that holds or stores water. This group includes manufactures of HVAC equipment, water heaters, water tanks, plumbing fixtures and supplies and companies that include these items in their products, such as mobile home, motorhome and travel trailer makers. But once appreciated the liability risk can be effectively managed. Here are a few things you should know about the disease and some suggestions for managing the liability risk it poses. Continue reading
Filed under Best Practices, Risk Management, Warranty
Warranty and Service Contract Industry Experts to Meet in Chicago
The 2nd Annual Global Warranty and Service Contract Association Conference is coming to the Chicago Palmer House Hilton Hotel, September 16-18, 2015.
This year’s theme is “Knowledge: The Profitable Advantage.”
Industry experts and thought leaders from the warranty and service contract business sectors will be there to share insight, analysis and recommendations for improving all aspects of warranty and service contract operations. Continue reading
Filed under Best Practices, Service Contract, Warranty
2015 GWSCA Conference Call for Presenters
The second annual Global Warranty and Service Contract Association Conference is set for September 16-18 at the historic Palmer House in Chicago. The GWSCA is now accepting presentation proposals.
Filed under Service Contract, Warranty
The Reptile’s In Our Midst – Defending against the “Triune Brain” trial strategy
As you’ve surely heard by now, the plaintiffs’ bar has come up with a can’t-miss-science-based trial strategy. Its creators boast that it has produced over $6.25 billion in jury verdicts and settlements in personal injury suits since 2009, including nearly $19.2 million in the past week alone. And they’ve given their strategy a name; it’s called: The “Reptile Theory.” While there are many who dispute its claimed scientific basis (here, here, here), defendants who’ve squared-off with the Reptile don’t doubt its effectiveness. Continue reading
Filed under Best Practices, Court Decisions, Risk Management
Some thoughts on how to use warranty to drive sales
In a recent webinar, Warranty in Practice – Can a company use warranty to help drive sales?, I talked about the cultural roots of “warranty,” its underlying polices, the laws affecting it, and how in modern times it has evolved from a cost-center to a sales tool. The presentation also touched on ways to use warranty to help increase sales. Here are a few more thoughts on the topic. Continue reading
Filed under Best Practices, Customer Experience, Warranty
Even a critic sees value in vehicle service contracts
A recent kiplinger.com post generally critical of vehicle service contracts (VSC) makes a pretty good case for buying one. Continue reading
Filed under Best Practices, Service Contract, Warranty
Customer Experience Hypo: What should the rental-car company do for Stan?
At this very moment a good friend of mine is in a dust-up with a rental car company. After hearing (my friend’s version of) “the facts,” and harkening back fondly to my law school days, I thought his tale just might make an interesting hypothetical to launch a discussion on “customer experience,” and I’m hoping the reader(s) of this blog will chime in. Continue reading
Filed under Best Practices, Customer Experience, PR & Branding, Resolving Disputes
Warranty in Practice – Can a company use warranty to help drive sales?
Can a company use warranty to help drive sales? It sure can. Just ask Hyundai Motors. It saw its market share jump from 1.1% to 4% after it extended its powertrain warranty in 1999. You might also want to put the question to Volkswagen, which saw its sales drop 30% in the three years after it shortened its powertrain warranty in 2002. Continue reading
Filed under Best Practices, Customer Experience, PR & Branding, Warranty
Dan Alexander
dyavil
Joseph Kampherstein
Matthew Kelly
Paul Wojcicki
Simon Lee