Product Behavior

We had a snowstorm in New England yesterday, which wasn’t a big deal unless you were driving in the same direction as everyone else. Before the storm, I checked to make sure I had all the essentials, and realized that my snow shovel was broken. So I went to the store and bought a new one, which led me to ponder the value of a manufacturer’s warranty. Bear with me.

I end up drawing a diagram of the “Touchpoints” on a whiteboard several times a week. It describes the consumer’s complete experience with a product…