Princess used boat warranty scheme

Ok, I stand corrected re. builders vs. dealers.
I kinda associated PMYS to Princess in my comment, which I accept is formally wrong, though substantially not that much, maybe?
Otoh, I can't think of any big/official dealers contributing to this forum, either.
Then again, I might just be my memory's fault: I don't for the life of me remember that Sealine contribution, in fact.
In hindsight, it didn't bring a lot of luck to the brand, anyway...
...with apologies if this sounds like a bit of black humor! :rolleyes:
 
Well this is a right mess and should be a cautionary tale for any employer who doesn't make it clear how their employees can or can't represent the company online.

What I find more of a shame is that despite PMYS apparent reluctance to participate in this forum, they have actually started their own http://www.princess.co.uk/forums/ which is a bit of an insult to the http://princessownersclub.com/.

Pete
 
rubberduck said:
ITS UP, the guarantee I mean :o On the princess sales website. Quite surprised no one else has spotted this, or am I :rolleyes:
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It was always up. You just had to google on "princess marine guarantee programme" as I said in post 67! PYMS have only just put it on their website though
 
MapisM said:
I see what you mean K, and I don't disagree with you on the principle.
But aside from the fact that, in my understanding, the tools you are talking about are (yet) to prove capable of providing any meaningful ROI on niche luxury products/markets like pleasure boats, here the point is another one, because the eggs had already been scrambled.
Was there a way to undo that, and turn the threat in an opportunity (if I may steal an old cliché)?
Not a snowball's chance in hell, imho.
Or are you seriously thinking that the polite and elegant answer suggested above by Nigelpicking wouldn't have been followed by other requests and objections...?
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Ok, I now see what you mean regarding the eggs and this case. Though imho an elegant answer could have turned things around especially if it had answered the question that was being asked (to which there turned out to be a perfectly good answer, after all).

My comment regarding social media was in response to the 'marketing bible' -generalization you made (which looking back I may have taken out of context).

MapisM said:
Absolutely. Much better to let your unofficial "supporters" deal with this stuff.
If a marketing bible has ever been written, I'm sure that has to be somewhere in the very first pages..... :D
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On a general note I wouldn't underestimate the power of 'social media' (and I'm using the term broadly here) regarding luxury products. Some discussions I've seen on SM have made me change the short list of boats I'd consider if I was looking for a new one. And especially in luxury products where the decisions are made even more with the heart than in heavy machinery (where it also plays a big part), it's crucial to cherish all things that your brand consists of. Personally my contact to any boat make / manufacturer is almost solely through the online channel.

As to the 'school book' -comment; if I was to by a new boat I don't feel there is much the salesperson could help me with, because:

1. from SM and the net in general, I can find so much detailed info on the boat, I probably know more about it than the salesperson
2. mostly through SM I've received feedback from other owners regarding the boat and the aftermarket service of the company selling it
3. my heart is set on the boat in question for various reasons

Of course I would want to feel the product, but the sales person would be filling in the order form and the actual selling would have already been done elsewhere (with the product/brand and the quality of service, about which I've found out through SM/net). Really not much different from buying a new camera... :)

A small anecdote from Fairline: they had a 'become a Fairline VIP member' -button on their site. Curious as to what being a VIP might include, I submitted the related form with my details and then waited to be contacted as per the instructions. I never heard back from them. Intuitively the feeling you get is that ok, my boat is not a new one and not that big so probably I don't qualify as a VIP (or an owner worth noting for that matter). Not a biggie, but again intuitively doesn't make them feel more approachable. As in this case, a bit of 'sharpening up' would have been needed.

Point is, for customers who are ailing between two almost equal options, these things matter.

Re: the VdV-thread, IMHO a good example of how to build your brand in social media, although another good place for that would have been on their Facebook-page (if they had one?).
 
+1 scubaman

I think that while the thread is in danger of becoming a marketing 101, it is very interesting to me there are polarised views.

For those that do not believe that SM has a big part to play in high ticket sales, well with respect, I think that you could consider re aligning your understanding of what these Social Channels are. So for the Social Media penny to drop, simply stop using the term Social Media and replace with 'Word of Mouth'.
Now, the next time you are having a conversation and are tempted to say something like, 'of course there is no evidence that Facebook has any direct impact on my business', try saying, 'of course there is no evidence that word of mouth has any direct impact of my business'. Now take a slow look around the room and see who is still taking your seriously....

Social interaction was always based on proximity, that is no longer the case...there are huge gains to be made for those who understand this.

From my point of view, when I trade up in a few years my decision will be based on the way I feel about the brand as much as the way I feel about the boat. Threads like these will have an impact on my decision....

Great stuff though, these manufactures/distributors should be proud that they have partisan brands and that sad sacks like us are prepared to argue about them! :)
 
Nigelpickin said:
For those that do not believe that SM has a big part to play in high ticket sales, well with respect, I think that you could consider re aligning your understanding of what these Social Channels are. So for the Social Media penny to drop, simply stop using the term Social Media and replace with 'Word of Mouth'.
Now, the next time you are having a conversation and are tempted to say something like, 'of course there is no evidence that Facebook has any direct impact on my business', try saying, 'of course there is no evidence that word of mouth has any direct impact of my business'. Now take a slow look around the room and see who is still taking your seriously....
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Well, I think the response to this thread is right here on this thread. Princess obviously don't pay a lot of attention to social media and yet they are the most profitable boat builder in the UK. Don't get me wrong. For many businesses, social media is a vital marketing tool but I just don't believe that it is vital for every business. In my business we do spend time and effort on our social media presence but we spend more time and effort on more traditional marketing skills which I deem more important. In the case of EBY for example, their website is c**p and they probably think social media is what they wrap their fish and chips in on a Friday night but they have built their business on the very old fashioned marketing tool of providing good customer service. Far more effective in their case than a snazzy Facebook page and a Twatter account
 
Deleted User said:
... In the case of EBY for example, their website is c**p and they probably think social media is what they wrap their fish and chips in on a Friday night but they have built their business on the very old fashioned marketing tool of providing good customer service...
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Of which I only know of because 'word of mouth' ;) :D
 
Social media has a massive role to play in luxury boat sales..........

Everyone wants a Sunseeker (Joe public)

Sunseeker have the lottery winners sales/footballer sales/one hit wonder sales in the bag.

Princess are crazy not to want a slice of that market, no one outside boating circles have even herd of a Princess or Fairline .

Still doesnt mean sticking your neck in a guillotine on this thread was sensible though !

Perhaps jfm could work on a disclaimer that professionals could use as their signature
...............................................................................................................................

This post is my personal view and shouldnt be read as representing my company as a whole, it isnt intended to form any legally binding contract, I believe it is right at the time of posting in the context I had in my mind which may not be the same as you have in yours, although I believe correct at the time of posting you need to check the statement still applies to you at the time you make your decision to act on it as circumstances change rapidly .
 
scubaman said:
Of which I only know of because 'word of mouth' ;) :D
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Of course. You have heard by word of mouth on this forum which I grant is a form of social media but most of their other customers will have heard by face to face word of mouth, which is self evident given that their internet presence is generally poor. I've just checked their Facebook page for example and there is nobody bigging up their customer service there, apart from the fact it seems to be in French!
 
Nigelpickin said:
+1 scubaman

I think that while the thread is in danger of becoming a marketing 101, it is very interesting to me there are polarised views.

For those that do not believe that SM has a big part to play in high ticket sales, well with respect, I think that you could consider re aligning your understanding of what these Social Channels are. So for the Social Media penny to drop, simply stop using the term Social Media and replace with 'Word of Mouth'.
Now, the next time you are having a conversation and are tempted to say something like, 'of course there is no evidence that Facebook has any direct impact on my business', try saying, 'of course there is no evidence that word of mouth has any direct impact of my business'. Now take a slow look around the room and see who is still taking your seriously....

Social interaction was always based on proximity, that is no longer the case...there are huge gains to be made for those who understand this.

From my point of view, when I trade up in a few years my decision will be based on the way I feel about the brand as much as the way I feel about the boat. Threads like these will have an impact on my decision....

Great stuff though, these manufactures/distributors should be proud that they have partisan brands and that sad sacks like us are prepared to argue about them! :)
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?? If a salesman came to the door and suggested you buy his products, would you consider that word of mouth? Of course not, and it's no different if they try and post on a public forum, it would be seen for what it is, advertising, however subtly it was done. If builders/dealers want to make use of social media they should advertise on them, or host their own web sites, facebook pages or twatter feeds (love that!), because at least they can control them to some extent. They have no control over what gets posted on here, and by whom, so any attempt to get involved invites anyone with a grudge, a bias or just a mischievous nature to take them to task
 
Deleted User said:
V nice if you're into Facebook which I'm personally not. Does it sells cars? Which company designed it?
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I think social media is good for brand awareness, rightly or wrongly Joe public are think...........

Sunseeker, best luxury boats
Bentley, best luxury car
Rolex, best luxury watch
Ferrari , best luxury sports car

Their time spent promoting these goods will only be rewarded when Joe public suddenly come into money.

With respect Mike, no matter how much you spend on social media I cant imagine anyone winning £5m on the lottery and immediately phoning you to order an earth mover ;)
 
DAKA said:
With respect Mike, no matter how much you spend on social media I cant imagine anyone winning £5m on the lottery and immediately phoning you to order an earth:) mover ;)
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One can but hope:)
 
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