Seth Godin recently wrote a post on luxury and customer service, the essence of which is that if you can afford to pay more, the service doesn’t have to be great because the brand figures you can just buy another, – you can read it here – and I wanted to pile on with two recent experiences.
First was my wife’s experience with her Coach bag. She loves the Coach brand. She’ll walk into the store in the mall just to smell it. So recently she had a problem with one bag when the handles starting unraveling, she took it back to the store and they shipped it off to look at it for repair.