Abstract

Chris and Fred discussing why customers keep coming back to some brands but not others … particular because of things like reliability.

Key Points

Join Chris and Fred as they discuss how reliability can affect brand loyalty. Some companies don’t have to deal with ‘failure’ as they design reliable products. Some companies take steps to ensure that customers are as satisfied as they can be in the event of product failure. And the other companies or quickly become insolvent. The de Havilland Comet was an aircraft that suffered mid-flight catastrophic disintegrations throughout the 1950s. These unfortunate incidents taught us a lot about fatigue in aluminium skin. But the plane was commercially doomed even after the root cause of fatigue failure was removed. Customers lost confidence in the brand. Conversely, the Samsung Galaxy Note 7 was recalled and entirely discontinued due to battery fires. But Samsung lost relatively few customers. Why?

Topics include:

• how brand loyalty is something that gets built up over time;
• how companies can take steps to protect their customer’s loyalty to their products, as customers can sometimes place a greater emphasis on how failure is dealt with more than the failure itself; and
• it always helps if your product involves some sort of ‘user experience’ that customers value.

Enjoy an episode of Speaking of Reliability. Where you can join friends as they discuss reliability topics. Join us as we discuss topics ranging from design for reliability techniques, to field data analysis approaches.

SOR 332 Brand Loyalty and ReliabilityChristopher Jackson

share

• Social:
• Link:
• Embed:

Download Audio RSS

Show Notes