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 →
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Filed under Best Practices, Customer Experience, Warranty
Tagged as advertising, Amazon, automobiles, automotive, car, clarity, communications, competition, consumer, contracts, customer, customer experience, customer satisfaction, customer service, drive sales, Facebook, Global Warranty And Service Contract Association, increased sales, J Crew, Kindle, Kindle Fire, M-ize, new car, plain language, profit, repeat business, sales, simplicity, social media, tweet, Twitter, understanding, W. Edwards Deming, warranty litigation, warranty maturity model, warranty program, word-of-mouth
A recent kiplinger.com post generally critical of vehicle service contracts (VSC) makes a pretty good case for buying one. Continue reading →
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Filed under Best Practices, Service Contract, Warranty
Tagged as automobiles, automotive, brand, car repair, consumer, consumer protection, Consumer Reports, consumers, convenience, customer, customer expectations, George Orwell, Jessica L. Anderson, Kiplinger, luxury car, maintenance schedule, Orwell, plain English, plain language, repair shop, Service Contract Industry Council, survey, vehicle service contract, VSC
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 →
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Filed under Best Practices, Customer Experience, PR & Branding, Resolving Disputes
Tagged as arbitration, automobiles, brand, consumer, contracts, convenience, corporate responsibility, customer, customer expectations, customer experience, customer response representative, customer service, customer service representative, electronic tolls, Florida, Florida tolls, Global Warranty And Service Contract Association, goodwill, hypothetical, inconvenience, irate customer, open road tollling, processing fees, rental car, rental car agency, service counter, toll payment option, tolls, unreasonable customer
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 →
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Filed under Best Practices, Customer Experience, PR & Branding, Warranty
Tagged as Aquinas, assurance, brand, buyer, civil trial courts, competitive advantage, contracts, cost control, court, customer, customer expectations, customer experience, customer loyalty, customer satisfaction, customer service, customer-centirc, Global Warranty And Service Contract Association, guarantee, GWSCA, Hyundai, increased sales, manufacturer, Mize, obligation, pledge, products, products liability, profits, promise, quality signal, reputation, sales, seller, Thomas Aquinas, training, US Supreme Court, Volkswagen, warranty, webinar
Matthew Kelly
Paul Wojcicki