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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Tag Archives: automotive
The Redefinition of Warranty
Filed under Best Practices, 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
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
Putting the customer first drives sales … at least KIA Australia thinks so
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
Filed under Customer Experience, PR & Branding
Groundhog Day: Another piece questioning the value of extended warranties
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, here, here, 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
Filed under Customer Experience, PR & Branding, Service Contract, Warranty
Don’t fear the recall
In a recent interview, former GM CEO, Bob Lutz, observed that recalls “captivate the media, but the U.S. public absolutely couldn’t care less.” Yet for many product makers, the prospect of a safety recall sends a chill down the spines and a queasy feeling into the guts of the folks in C-suite as well as the legal, marketing, and finance departments.
I think Lutz may be on to something. Continue reading
Filed under Best Practices, Customer Experience, PR & Branding, Risk Management
Matthew Kelly
The Editors
Paul Wojcicki