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Original Stitch: What should a bespoke customer satisfaction process b |
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AliveInTheLab
RSS robots Joined: 20.Nov.2009 Status: Offline Points: 425 |
Topic: Original Stitch: What should a bespoke customer satisfaction process b Posted: 25.Nov.2016 at 18:59 |
Autodesk believes that the future of making involves three fundamental changes:
With this in mind, I ordered a custom-made shirt from Original Stitch and have been chronicling my experience.
This brings up the question of what should the return policy be for bespoke creations. For traditional items that are all alike, an unwanted item is returned to the manufacturer. The manufacturer can then verify that the item is in good condition or restore it and sell it to another customer. For a bespoke creation, that is not possible since each product is a one-of-a-kind creation. In the case of Original Stitch, the company does not have the customer return the shirt. They suggest that it be donated to charity. I like that. I have been exchanging emails with Glenn Foster of Original Stitch. Recall that my first attempt failed because I used a construction tape measure instead of a cloth tape measure to capture the data. Original Stitch offers customers one mulligan. I supplied new measurements and got a second shirt. There are two problems with the second shirt:
Glenn did offer to allow me to buy another shirt at half price, but I am reluctant to pour more money into this process. I fear AAUGA has summed it up correctly. The MTAILOR process uses a smartphone app to capture the measurements. At this point, I recommend that process as the Original Stitch process and its return policy have not yielded success. Bespoke customer service is alive in the lab. Go to the original post... |
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It's Alive in ihe Lab - Autodesk Labs blog by Scott Sheppard
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