
Lawmakers in both the Senate and House think its time for the federal automotive regulations to catch up with the advances made in autonomous car technology. Continue reading →
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Filed under Uncategorized
Tagged as authorities, automakers, automobiles, automotive regulations, autonomous, autonomous car technology, brake pedal, carmakers, congress, driverless, driverless car technology, federal regulation, house, human driver, lyft, pilot program, regulators, regulatory framework, self-driving, self-driving car technology, Senate, state regulation, steering wheel, uber, vehicles
In a much less contentious election than many of us have been focused on recently, I have been selected to serve as President of the Global Warranty and Service Contract Association. Continue reading →
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Filed under Service Contract, Warranty
Tagged as Advance, Educate, Global Warranty And Service Contract Association, GWSCA, GWSCA Conference, Innovate, Paul Wojcicki, service contracts, warranty maturity model, warranty program
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 →
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Filed under Best Practices, Warranty
Tagged as automobiles, automotive, brand, communications, competition, Conference, consumer, consumers, convenience, corporate responsibility, customer expectations, customer experience, customer loyalty, customer satisfaction, customer service, customer service representative, cutomer-first warranty philosophy, drive sales, Express Warranty, Global Warranty And Service Contract Association, sales, warranty, warranty studies

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 →
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Filed under Best Practices, Risk Management, Warranty
Tagged as bacteria, breach of warranty, CDC, Centers for Disease Control, customer, end user, fatal, faucet, fountain, HVAC, Implied Warranty, instruction, legionellae, Legionnaires' Disease, Mayo Clinic, owner's manual, Paul E. Wojcicki, personal injury, personal injury litigation, plumbing, product, product liability, product maker, product manufacturer, product user, risk management, RV, Segal McCambridge Singer & Mahoney, showerhead, spigot, Susan E. Smith, Thomas P. Bernier, warning, warranty, water filter, water supply, written warranty
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 →
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Filed under Best Practices, Service Contract, Warranty
Tagged as accounting, AIG, AIG Warranty, alternative risk mamangement, AmTrust, automobiles, automotive, B2B], best practices, brand, C2B, Chicago, China, cirsis managment, communications, crisis managment, customer, customer expectations, customer service, cyber risk, cyber security, dealer support, disputes, finance, Global Warranty And Service Contract Association, in-house counsel, Kawasaki, Kohler, law, Lawrence Mason, legal, Lowe's, marketing, Mitsubishi Caterpillar, Navistar, OEM/supplier, Oracle, Paul Wojcicki, Registria, SAS, Segal McCambridge, service contract, social media, Susan Zwinger, Thor Industries, warrantor/dealer, warranty

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 →
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Filed under Best Practices, Court Decisions, Risk Management
Tagged as attorney, automobiles, civil trial courts, company, corporation, defendant, Defending and Managing Automotive product liability claims, defense, defense counsel, defensive, deposition, discovery, Don Keenan, hypothetical, juror, juror psychology, jury, jury trial, litigation, nueroscience, offensive, Paul MacLean, personal injury, plaintiff, products liability, reptile, Reptile in the Mist, Reptile Theory, Robert Ball, safety, safety rules, settlement, The 2009 Manual of the Plaintiff's Revolution, trial, trial strategy, Triune Brain, verdict, witness

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