Tag Archives: automobiles

Opening a lane for driverless cars

autonomous-car

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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Moving too fast?

fob

Are things moving a bit too fast with connected cars? Continue reading

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Filed under Risk Management, Warranty

The Redefinition of Warranty

warrdrivessalesOriginally 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

Warranty and Service Contract Industry Experts to Meet in Chicago

GWSCA LogoThe 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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The Reptile’s In Our Midst – Defending against the “Triune Brain” trial strategy

swordshield

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 (hereherehere), 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

Some thoughts on how to use warranty to drive sales

warranty on wheels

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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Even a critic sees value in vehicle service contracts

stranded motorists

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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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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Filed under Best Practices, Customer Experience, PR & Branding, Resolving Disputes

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