Tag Archives: customer service representative

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

Leave a comment

Filed under Best Practices, 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

1 Comment

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

Read the warranty before crying foul

Suitcase

A recent LA Times piece unfairly accuses luggage maker Victorinox of not living up to its lifetime warranty. But if the article’s author, or the aggrieved customer had only bothered to read the warranty, they’d have found that the company did “no such thing.” Continue reading

Leave a comment

Filed under Customer Experience, Warranty