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Parts availability: How to destroy a brand
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<blockquote data-quote="Christian Tepfer" data-source="post: 17119" data-attributes="member: 108"><p>Re: Parts availability: How to destroy a brand</p><p></p><p></p><p></p><p>I can absolutely get this:</p><p></p><p></p><p></p><p>1. product fails, vendor shows service orientation, product works after service -> very strong emotional customer bond -> customer is likely to stay with the brand and recommend the brand on the basis of good service</p><p></p><p></p><p></p><p>2. product works flawlessly -> as expected. There's no strong emotional bond here -> customer may switch to another brand</p><p></p><p></p><p></p><p>3. product fails, vendor fails to create a good service experience -> negative emotional bond. Customer is likely to switch to another brand</p><p></p><p></p><p></p><p>I can see this in several fields of products and services, like with mobile phones, computers, dealers of almost everything.</p><p></p><p></p><p></p><p>Even in our work - audio engineering, psychoacoustical caretaking, you name it - you can see this. </p><p></p><p></p><p></p><p>Do your work flawlessly - clients see this as normal work, you are just ''the audio guy''.</p><p></p><p></p><p></p><p>Go the extra mile when something fails - the client will remember you as the person who ''fixed the mess''. Even if the failure was your fault.</p><p></p><p></p><p></p><p>Fail to fix the mess - I think almost everybody knows that. Even if was beyond of what you could do...</p></blockquote><p></p>
[QUOTE="Christian Tepfer, post: 17119, member: 108"] Re: Parts availability: How to destroy a brand I can absolutely get this: 1. product fails, vendor shows service orientation, product works after service -> very strong emotional customer bond -> customer is likely to stay with the brand and recommend the brand on the basis of good service 2. product works flawlessly -> as expected. There's no strong emotional bond here -> customer may switch to another brand 3. product fails, vendor fails to create a good service experience -> negative emotional bond. Customer is likely to switch to another brand I can see this in several fields of products and services, like with mobile phones, computers, dealers of almost everything. Even in our work - audio engineering, psychoacoustical caretaking, you name it - you can see this. Do your work flawlessly - clients see this as normal work, you are just ''the audio guy''. Go the extra mile when something fails - the client will remember you as the person who ''fixed the mess''. Even if the failure was your fault. Fail to fix the mess - I think almost everybody knows that. Even if was beyond of what you could do... [/QUOTE]
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