About a year ago I was trying to figure out why my iPod earbud headphones wouldn't stay in my ears. After some investigation I discovered that having small ear canals meant that I should upgrade to a pair that would give me the ability to get custom ear plugs.
At the time, it seemed like the best product on the market was the Shure E3 headphones. So, here I am a year later and, for the third time the earphones have failed.
Shure's customer service process has been fine. I've sent the product back to them twice. Each time, they have been responsive, replacing the product.
Now, as the headphones don't work again, and I'm about ready to send them back, I've realized that no matter how good Shure's processes are in working with me, their customer, if theproduct sucks, you're going to have an unhappy customer unwilling to buy anything from your brand because of the one bad experience.
All I can think about today is how much time and money I've spent sending the headphones back twice already. Now, I don't want to be a Shure customer anymore. I just want my money back!
As a last ditch effort, I put a call into Patrick Kilroy, Shure's VP of Global Marketing and left a message. I'll let you know what he says.
Marketing starts with the design of a product. If it doesn't work it doesn't matter how good your other marketing and customer service efforts are.
Just ask the car companies in Detroit.
I cannot believe that companies still do not realize that product quality is a given - without it is impossible to win.
Unfortunately most companies think that having good quality products is enough to win - but we all know how wrong those guys are :)
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