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
Tag Archives: communications
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
Three cheers for plain language
Commenting on An Orwellian approach to legal writing, 3 readers share insights and experiences recommending plain language. Here’s a sampling of what they have to say:
“My crime briefs ‘read like a thriller,’” says Bapoo M. Malcolm, Advocate, Bombay High Court, India.
“Practice has shown that people appreciate simplicity & clarity in comprehension compared to more technical writing (jargons & all),” observes Janice Isu, Acting Principal Legal Officer, Office of the State Solicitor, Dept. of Justice & Attorney General, Papua New Guinea.
“A company can’t hide behind fine print written in legalese. Judges rule for the average person,” declares Paul Eveleigh, a copywriter from Melbourne, Australia.
There’s more. Continue reading
An Orwellian approach to legal 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
Filed under Best Practices, Customer Experience, PR & Branding, Service Contract, Warranty
Plain and simple
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
Debating Warranty Arbitration
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
Readers respond to “Customer Service” post
In response to a recent post, “’Customer Service’ better be more than a department name,” readers offer thoughtful observations and insights. Continue reading
Filed under Best Practices, Customer Experience, Warranty
GUEST POST: Is Your Recall a Crisis? Only if you Handle it Wrong
GUEST BLOGGER: Jim Martinez, RightStoryGroup
What’s the worst thing that can happen to a car, truck or recreational vehicle company? Recall, right?
Not necessarily. Continue reading
Filed under Best Practices, Customer Experience, PR & Branding, Risk Management
It’s not only what you say, but how you say it
Last July, GM overhauled its supplier contracts; now it’s overhauling the overhaul. This time, GM is working with its suppliers’ council to develop contract language both sides can live with. Continue reading
Filed under Best Practices, Resolving Disputes, Warranty
Matthew Kelly
The Editors
Paul Wojcicki