Tag Archives: customer expectations

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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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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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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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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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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Readers respond to “Customer Service” post

reading child

In response to a recent post, “’Customer Service’ better be more than a department name,” readers offer thoughtful observations and insights. Continue reading

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