You don’t get to be the worldwide leader in power tools without delivering on the promise of your brand, a promise that goes well beyond the sale. Product development, and marketing are the lifeblood of manufacturing, but service after the sale, especially as it relates to repairs, can make or break a brand.
This client’s global business was rapidly expanding through organic growth and acquisitions. Some of its original parts manufacturers were following the trend of moving their manufacturing overseas. These contributing factors made it harder to maintain the excellent brand experience that customers had come to expect when seeking repairs.
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