Register now or log in to join your professional community.
Imagine urself to be an ME for electronic typewriters in the90s when computer printer combos are taking over the market. Also if the customer calls in irate about a printer that wont turn on , the auto document feeder do not work after1 year just when the factory warranty is about to epire .According to the customer the last time he had bought that brand of printer it lasted6 years.All these facotors lead to detractor surveys where the soft skills of the rep of the technical help desk is of little help. Do u agree?
Yes, I agree... items were build to last ... and yes I still even remember manual type writers being replaced by electronic type writers ...telex machines by fax machines ... black and white copy machines are now a combination item of scanner, fax, printer, copier with multi paper trays ...
I called in service when any of our machines were down and I know what pain one brand can be over an other to receive service and braking down .... and yes these machines were made to last.
In these days of the economy everything is sales oriented ...1 or2 year warrantees ... how many times did I have to change or update my drivers ... outsourcing is the biggest evil in the business and has ruined small manufacturers/businesses... however some managed to adapt and survive.
In my onion the quality of service is not the same ... simple example...
I called the German embassy in Atlanta GA... the operator claims to speak German fluent, however is barely understandable when she/he does .... what will happen when a non English speaking German calls for directions ..... poor quality of service will happen and that is due to outsourcing and availability of a native speaker....
There are some tricks to extend the product life cycle (creating needs, creating new markets, developing the product,...) but many products have an end and may not be needed in the future due to new technologies.
Yes, targeting a new market.
i.e. when non smartphone cellphone didn't sell anymore in US and Europe due to an evolution in cellphone use (with internet, mail, photos...), big industrials exported them in Africa to target a brand new market that are today happy to have a cellphone which they didn't have few years ago.
Depending on the market demand though a re-branding strategy is highly encouraged as that may change the perception of the previous one.
New market, improved product quality and cost of product can revive that product. For instance, TECNO Mobile have built a strong brand and market in Africa as a result of breaking into a market with a low cost price for their products with good quality and satisfaction that might not be able to face the challenge and competition in other part of the world.
Customer service is a very important and significant aspect in reviving a faced out product cycle as customers/consumers feel more satisfied when attention and response is given to them why a particular is not meeting up with its expected satisfaction, so it all depends on how the company/organization utilizes these two tools to enhance its advantage.
