Hi Bryce, what a great story! Loyalty is created after the purchase, not before. This is a perfect example of that playing out. For the cost of a refurbished watch and the agent's time on the call and processing the return, Garmin benefits from your positive Word of Mouth from now on. Great return on their investment, thanks for sharing and congrats on the 'new' watch, it really does look better than your original one!
Hi Bryce, what a great story! Loyalty is created after the purchase, not before. This is a perfect example of that playing out. For the cost of a refurbished watch and the agent's time on the call and processing the return, Garmin benefits from your positive Word of Mouth from now on. Great return on their investment, thanks for sharing and congrats on the 'new' watch, it really does look better than your original one!
This is why Garmin will always be my #1 preferred watch brand! If they found a way to integrate Alexa into it I would be a new Garmin in a heartbeat!
When I coached companies on product launches I taught them: Its not that problems won’t occur, it’s what you do when they pop up.
Exactly.
While not a product launch, I'm reminded of the how J&J responded with Tylenol and why it's still held up as an example in business schools.
https://prandlattes.com/the-tylenol-case-study-a-masterclass-in-crisis-communications/
And on the other end is Firestone https://www.beasleyallen.com/article/firestone-tire-flap-tops-list-of-decades-worst-pr-disasters/#:~:text=Firestone%20tread%20separation%20caused%20several,and%20Wilderness%20AT%20tires%20existed.