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    QR Codes, After the Sale [Infographic]

    After the Sale: Using QR Codes to Deliver on Product PromisesThere’s a lot of hype around QR codes as one-click sales and marketing tools. And we’ve seen a ton of executions aimed at wooing consumers before the sale – links to promotional content, online reviews, slick branding videos and landing pages.

    But what about after you’ve gotten the customer to fall in love with your product and take it home?

    Here’s where consumers get left in the lurch – feeling frustrated, abandoned and on their own. Confusing printed instruction manuals leave them with questions. User error leads to lack of confidence in the product (and the brand). Improper assembly leads to product damage. And, all of that confusion and frustration leads to customer service calls, complaints and returns.

    Keeping the customer satisfied is as critical as securing the initial sale.

    QR codes that deliver instructional animation help boost customer satisfaction and reduce service incidents and returns. Animation makes “how-to” steps simple and surpasses video in its demonstrative ability. Easy access to guided instructions via QR code and a mobile device, puts help on-hand to squelch customer frustrations the very moment they arise. When done well, QR codes can head off consumer frustration altogether by following through on the promises made before the sale.

    [Read more…]

    Will Printed Instructions Slow Down Your Product’s Success?

    As a savvy product manager, chances are you run a tight ship when it comes to new product launches.

    Your company’s strategists carefully research the concept’s viability. Your engineers translate it into an appealing prototype. Production delivers on time and on budget. The marketing campaign rolls out as planned, just prior to launch.

    Under your watchful eye, the entire product development team pulls together and meets all launch targets. Voila! Success!

    Sales begin to grow. Momentum is building. You’re a Product Management rock star.

    Then suddenly, reports start trickling in about increasing rates of returns and consumer complaints.

    Yikes. What went wrong?

    With any product launch, potential risks always exist.

    Almost 75% of newly-launched consumer goods and retail products fail. – Harvard Business Review Tweet It!

    Sometimes, an obvious culprit is the one most often overlooked: customers just don’t understand how to install or use your product. You included a manual, you say? Guess what? That may no longer be enough.

    [Read more…]