Category Archives: PR & Branding

Survey says: Service contract purchasers more loyal to brand and retailer.

TWG logoWarranty Week reports that a survey done by The Warranty Group shows that “buyers of protection plans are happier with their purchases and more loyal to both the seller and the manufacturer’s brand than are non-service-contract buyers.” The report does not answer one key question:  Why?.

Any thoughts?

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Filed under Customer Experience, PR & Branding, Service Contract, Warranty

Customer Experience Hypo: What should the rental-car company do for Stan?

carrental

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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Warranty in Practice – Can a company use warranty to help drive sales?

Warrantycar

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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Putting the customer first drives sales … at least KIA Australia thinks so

Kia AU 777

Competition benefits consumers far more than so-called consumer protection laws and the red-tape they’re wrapped in. The former delivers better quality and service and a lower price, while the latter needlessly drives up costs on both sides of the transaction and keeps seedy lawyers in business. Want proof? Look at what Kia is doing in Australia, and why. Continue reading

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Groundhog Day: Another piece questioning the value of extended warranties

Celtic-knot-basic-linear

The same article keeps popping up every other week or so in one publication or another. Its headline either asks if extended warranties are worth the cost or screams they are not. It gives the same advice – “buy smart” – and generally reaches the same conclusion on whether you should buy a service contract – “It depends”. See here, then here, here, herehere, and here.  Why is somebody always picking on extended warranties?

Here are 5 reasons why I think extended warranties make an easy target. Continue reading

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Tesla: Investing in warranty is “doing the right thing.”

Tesla logo

“Doing the right thing” might reduce electric car maker Tesla Motors’ earnings short-term, “but will work out well in the long term,” writes CEO Elon Musk on the company’s blog. In today’s marketplace, I think he’s on the money. What do you think? Continue reading

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Filed under Best Practices, Customer Experience, PR & Branding, Service Contract, Statutes & Regulations, Warranty

An Orwellian approach to legal writing

Orwell tips for writing

Responding to an earlier post, Plain and simple, Nick Fielden, a freelance copywriter from Perth, Australia, observes: “Perhaps when it comes to comprehension, we should be thinking less of simple versus complex, and more about clear versus obscure.” I don’t know that I’d put it in quite those terms, but before I reply further, let’s take a look at all Nick has to say: Continue reading

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Plain and simple

easy maze
Want a better relationship with your customers? Want to spend less time and money dealing with frustrated or irate customers? Want more customers to walk out of the store with your extended warranty or service plan? There’s a sure fire way to make these things happen, plain and simple. Continue reading

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Filed under Best Practices, Court Decisions, Customer Experience, PR & Branding, Resolving Disputes, Risk Management, Service Contract, Warranty

Debating Warranty Arbitration

debate

Robert J. Cloburn, CAIB, of Vancouver and Gregory Smith of Dark Room Perfection shared their views on a recent post, Arbitration wins another court battle. Here, I offer a few follow up thoughts. Continue reading

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Filed under Best Practices, Court Decisions, Customer Experience, PR & Branding, Resolving Disputes, Risk Management, Statutes & Regulations, Warranty

First Annual GWSCA Conference & Industry Summit

GWSCA Logo

The Global Warranty and Service Contract Association (www.gwsca.org) is holding its First Annual GWSCA Conference and Industry Summit October 6-8, 2014 at the Millennium Knickerbocker Hotel, a landmark on Chicago’s Magnificent Mile. Continue reading

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Filed under Best Practices, Customer Experience, PR & Branding, Risk Management, Service Contract, Statutes & Regulations, Warranty