Liss is More feed 2024年07月21日
Every Failure is an Opportunity
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作者分享了 Sonos Roam 音箱意外故障后与 Sonos 客服的积极体验. 尽管产品已过保修期, Sonos 客服依然快速高效地为作者提供了免费更换服务. 这不仅体现了 Sonos 对用户体验的重视, 更让作者对品牌好感度大幅提升.

😊 **超出预期的售后服务:** 作者的 Sonos Roam 音箱意外故障, 尽管已过保修期, Sonos 客服依然快速高效地为作者提供了免费更换服务. 这超出作者的预期, 也体现了 Sonos 对用户体验的重视. 这种积极的处理方式不仅让作者感到满意, 更让作者对 Sonos 品牌好感度大幅提升.

😔 **产品故障的无奈:** 作者的 Sonos Roam 音箱在正常使用的情况下突然故障, 这种情况虽然不常见, 但也并非完全不可预见. 这种意外状况会让用户感到沮丧, 也会影响对品牌的印象.

🤩 **售后服务的重要性:** 作者的经历也说明了售后服务对品牌忠诚度的重要性. 当产品出现故障时, 消费者会根据售后服务的处理方式来决定是否继续支持该品牌. 良好的售后服务不仅可以挽回用户, 更可以提升用户对品牌的忠诚度.

🤔 **品牌忠诚度的建立:** 作者的经历也体现了品牌忠诚度的建立并非一蹴而就. 通过良好的售后服务, Sonos 成功地将一个原本可能对品牌失望的用户变成了品牌忠实拥护者. 这也说明了, 良好的用户体验和售后服务是建立品牌忠诚度的关键因素.

I am a Sonos super-fan. I had heard for years that their stuff reallydoes what a lot of Apple stuff doesn’t do anymore — it just works. In late2022 I bought a home theatre setup, as well as a Roam, which is Sonos’Jambox-style portable speaker.

I cannot say enough good things about both products.

However, yesterday, the Roam died. It was sitting on its charger, and just…bricked itself. I couldn’t reboot it, I couldn’t factory reset it, I couldn’tcharge it, nothing. It’s almost as though the battery decided to ride offinto the sunset.

My understanding is that this issue isn’t common, but perhaps isn’texactly uncommon either.

So, I called Sonos support this morning, and braced for a fight — I’mabout six months out of the warranty coverage.

Thirty minutes later, without any sort of arguing nor complaining, I havea RMA, and I’ll get a new Roam in a couple of weeks.


I know this isn’t a new thought, but it struck me so strongly after gettingoff the phone with Sonos: when a product fails, the company that sold it hasan incredible opportunity: they can sour the opinion of a super-fan, or theycan absolutely cement it in place.

If I had to fight to get the Roam replaced, it would have made me think twiceabout buying more Sonos stuff. If they refused to replace it, I would likelystop buying Sonos products altogether. The Roam wasn’t dropped, it wasn’tabused, it wasn’t left outside for days. The Roam just failed. It’s annoyingas hell, but these things happen.

Sonos could have given me a bunch of stick about replacing a $180 speaker,at the cost of me possibly never spending another dollar with Sonos again.Or, they could swallow [their cost of] a $180 speaker, all butguaranteeing that not only will I continue to spend all my too muchmoney at Sonos, but I’ll also continue to evangelize Sonos to everyonearound me in the market for speakers.

They chose… wisely. I’m glad and thankful they did.

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Sonos 售后服务 用户体验 品牌忠诚度
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