December 11, 2015
CEO Aaron Leon spoke about the company’s refund and guarantee policy on remanufactured cartridges.
Leon was profiled by Customer Think about how companies should “guarantee your products and service to create customer confidence”, with the author pointing out that “customers want to feel confident with the companies they do business with”, which should be achieved through a “consistent and predictable experience” that builds trust.
This includes offering a guarantee for “whatever it is that you do or sell”, and of LD Products, the author points out that the remanufacturer “prides itself on a very cost-effective alternative” through its remanufactured products, as “you don’t have to buy brand-name ink cartridges” from OEMs. The remanufacturer “promises great customer service” but also knows it has “a battle with the perception of the quality of remanufactured cartridges”.
LD’s strategy for this, according to Leon, is to offer “a guarantee that takes all of the risk out of the purchase”, which outlines that “for any reason you have a problem”, or if “you’re not happy”, the company will “take the product back and refund your money”. In addition, Leon tells his customers that “if you don’t like the colour of the box, we’ll take it back”, with the author noting that such a statement creates customer confidence and “a consistent, predictable experience”.
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