5 ordspråk av Jim Kahler

Jim Kahler

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Now that we're getting some third, fourth, or even fifth-time purchases, people are buying more and more on their perception of a brand and the experience they've had with a product. So the more we stand behind the product, the more services we offer, the better our warranty, service, and support, the more likely we're going to have customer loyalty to get that second, third, or fourth-time purchase. It's a very critical part of our market share protection strategy.

One would hope so. I think there is a lot to be learned from the labor unrest in the NHL, the NBA and baseball.

That is an important area for us, for customer loyalty and customer satisfaction, to stand behind our products not just through the warranty period but beyond. We want our customers to remain loyal to us, so that when they get into their next purchase cycle, they've had a good product experience with us.

There is a spike in front. You pick up any flaws in manufacturing in the first 90 days; it flattens out [soon thereafter], then rises, especially with a mobile product.

These kinds of services are really important because they serve a purpose with customer loyalty, and maintaining that relationship beyond the warranty period. But also, the tune-up covers areas that are also cost drivers for warranty.

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