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DC82b Critique: Logitech Customer Service
Design Critique: Products for People
English - October 23, 2011 21:25 - 8 minutes - 5.06 MB - ★★★★ - 11 ratingsBusiness Arts Design design factors human userexperience designthinking interview research usability user Homepage Download Apple Podcasts Google Podcasts Overcast Castro Pocket Casts RSS feed
Previous Episode: DC83 Longitudinal Review: 2009 MINI Cooper
In this followup to episode DC82a, Tim describes the conclusion of his interaction with Logitech Customer Support. Unlike the MINI/BMW car maker attitude towards service after a sale, Logitech proves itself exceptionally good at listening to a complaint about a defective product and fixing it quickly without hassle.
If only more companies took their customer experience after the sale as seriously as Logitech does! Service after the sale is as important as the product design itself. Indeed, it IS part of the product design. Only arrogant, "take the money and run" companies, such as MINI, fail to understand this. Long-term brand loyalty is usually increased by responsive customer support.