OEMs: Don’t Let One Bad Experience Define Your Reputation.
When OEMs allow dealers or distributors to take the lead on service, they risk losing visibility over the most critical brand touchpoint: after-sales care. One poor technician visit can erase years of goodwill and instantly tarnish your brand loyalty.
Here’s why owning your service delivery matters more than ever:
- Consistent Brand Experience: Third parties might not uphold the same standards or values that you’ve meticulously built. By overseeing service delivery, you ensure the quality, consistency, and alignment with your brand promise.
- Direct Customer Relationships: When dealers act as the middleman, you lose a vital feedback loop. Handling service directly means real-time insights into pain points and opportunities—empowering faster improvements.
- Predictive & Preventive Advantage: Leveraging OEM-driven IoT and analytics solutions can preempt costly breakdowns. In-house oversight ensures proactive maintenance schedules and data-informed solutions.
- Faster Innovation: Real-world service insights spark product and process improvements. OEMs can pivot and innovate more rapidly when they’re closer to the action.
Bottom Line: You can’t build loyalty through service delivery alone, but you can absolutely destroy it with a single bad experience—especially when you’re not in the driver’s seat. If your customers believe you’re delivering top-tier installations, repairs, and maintenance, you must back that promise with an equally committed service infrastructure.
#OEM #ServiceDelivery #AfterSalesCare #BrandLoyalty #PredictiveMaintenance #BusinessStrategy
You may also be interested in
Visibility After the Sale: The Key to Brand Loyalty for OEMs
- OEM
Original Equipment Manufacturers (OEMs) frequently sell their products through independent dealers—a strategy that expands market reach and leverages local expertise for better customer service. However, this arrangement can create a visibility gap once the product is in a customer’s hands. Because dealers handle much of the service and repairs, the OEM often has limited insight…
5 Common OEM Service Mistakes (And How to Fix Them)
- Assets
- OEM
1. Relying Too Much on Dealers for Service The Mistake Many OEMs assume that dealers will deliver a consistently excellent service experience. But the reality is that once equipment leaves the factory, OEMs lose visibility into the service process. If a dealer fails to provide fast, high-quality support, the customer blames the OEM—not the dealership….
OEMs: Don’t Let One Bad Experience Define Your Reputation.
- OEM
- Thought Leadership
When OEMs allow dealers or distributors to take the lead on service, they risk losing visibility over the most critical brand touchpoint: after-sales care. One poor technician visit can erase years of goodwill and instantly tarnish your brand loyalty. Here’s why owning your service delivery matters more than ever: Bottom Line: You can’t build loyalty…
Visibility After the Sale: The Key to Brand Loyalty for OEMs
- OEM
Original Equipment Manufacturers (OEMs) frequently sell their products through independent dealers—a strategy that expands market reach and leverages local expertise for better customer service. However, this arrangement can create a visibility gap once the product is in a customer’s hands. Because dealers handle much of the service and repairs, the OEM often has limited insight…
5 Common OEM Service Mistakes (And How to Fix Them)
- Assets
- OEM
1. Relying Too Much on Dealers for Service The Mistake Many OEMs assume that dealers will deliver a consistently excellent service experience. But the reality is that once equipment leaves the factory, OEMs lose visibility into the service process. If a dealer fails to provide fast, high-quality support, the customer blames the OEM—not the dealership….
OEMs: Don’t Let One Bad Experience Define Your Reputation.
- OEM
- Thought Leadership
When OEMs allow dealers or distributors to take the lead on service, they risk losing visibility over the most critical brand touchpoint: after-sales care. One poor technician visit can erase years of goodwill and instantly tarnish your brand loyalty. Here’s why owning your service delivery matters more than ever: Bottom Line: You can’t build loyalty…
In This Article
Affiliates
Affiliates