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BANG & OLUFSEN ANNUAL REPORT 2020/21 - Juli 7 2021

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Hiort
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Hiort replied on Wed, Jul 14 2021 5:21 PM
Indeed

 

 

 

 

Livingroom: BL3, BL11, BV11-46 Kitchen: Beosound 1 GVA, Beocom 2 Bathroom: M3 Homeoffice: M3, Beocom 2  Library: Beosound Emerge, Beocom 6000 Bedroom: M5, Essence remote  Travel: Beoplay E8 2.0, Beoplay P2, Beoplay Earset

The Beonic Man
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It is good news but I must admit I am surprised when so many shops are closing and we are hearing more and more stories of bad customer service and in some cases, B&O not even responding to customers. I am unsure how a company can make profit when basic customer service isn’t even in place. I find it hard to believe that this can be done on products alone as most people buy the customer service, not the product.

BV11-46, BV8-32, V1-32, BS2, P6, A1, H95, E8, BR1, Beo4, Essence

moxxey
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moxxey replied on Thu, Jul 15 2021 4:19 PM

The Beonic Man:

It is good news but I must admit I am surprised when so many shops are closing and we are hearing more and more stories of bad customer service and in some cases, B&O not even responding to customers. I am unsure how a company can make profit when basic customer service isn’t even in place. I find it hard to believe that this can be done on products alone as most people buy the customer service, not the product.

Most people don't read social media and don't go looking for (bad) reviews. I know this will hit home for a few people, but based on my experience of selling digital downloads, only people 40+ (and maybe 50+) tend to worry about TrustPilot ratings, online reviews and being scammed. Most people under 30 just don't bother (nor bother with Facebook generally, never mind the reviews on there).

So if you're making most of your money from headphones, Bluetooth speakers and so on, mostly aimed at people under 40 (which is the target audience), you can easily get away with poor social media reviews these days.

Sandyb
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Sandyb replied on Thu, Jul 15 2021 5:37 PM
Indeed, and a good deal of the recent sales increase was driven by higher portable sales in China.

This kind of sales rise doesn’t require the same after sales support that BL50’s etc require

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