This might seem obvious, but its a clear example of the cost of poor quality, often a cost that is not measured. Recently, on of my favorite products let me down. So, I found a workaround, which was to temporally use the main competing product.
Guess, what? The other product, which I had never considered, turned out to be pretty good. Now, its on my radar. The odds that I would switch just went up 1000%.
The product in question is my smartphone. I’ve been a loyal customer for many years, ever since they came out, and I have a signifiant investment in the phone eco-system (apps, peripherals, etc.). Switching devices never crossed my mind, until the camera let me down – fuzzy images. Ugh…
Luckily, I was on a side-trip, and had a business phone with me. I borrowed it for the camera for the weekend and found that I really liked the camera much better than my existing one. I made a note to check out the models from this brand and my consider a switch.
For this post, its not important which phone is which. What is important, I spend about $500 per year on the device ecosystem – and before this weekend, the chance of my switching was about nil. Now, I would estimate it to be about 25%.
Never give your customers reason to look elsewhere.