1.3.2.2. Repair

Repair keeps products in use and brings customers back.

The Swedish denim brand Nudie Jeans offers free lifetime repairs and has mended on the order of half a million pairs of jeans; its own customer research shows that repairs are one of the main reasons people engage with the brand, and repair visits frequently lead to a new purchase in store.

For an SME this is instructive: repair is comparatively cheap to pilot, deepens loyalty, and aligns with EU policy on product longevity and the right to repair. A passport supports it by carrying care and repair instructions and by recording repair history, so a serviced product’s condition, value and warranty status stay clear.

← PreviousNext: 1.3.2.3. Take-back and trade-in  →