Judgment in Crisis Simulation
What are the decisions you made?
One of the most important things in product launch is providing support for customers (Cooper, 2019). Customers can be willing to forgive bugs in a new product so long as customer support is helpful and willing to go the extra mile for customers. If the product overall is a good one and serves a good purpose, customers will likely be patient and acceptingbut the company has to be on the ball in terms of responding to questions, concerns, and complaints. The company-consumer relationship is the most important thing for the company at this time, and its response to this crisis will determine the companys reputation going forward. My decision therefore is to make sure everything possible is done to satisfy customers, thus ensuring that the brand is not tarnished.
Why did you make each of your decisions?
Brand loyalty and brand image are important to the success of almost any company. For Matterhorn Health, a disastrous product launch could undermine the long-term success of the company if the disaster is not handled well. That is why it is vital that customer support be provided and that all customer needs be met. This will go a long way towards getting the customer past the initial disappointment with the new product (Cooper, 2019).
What have you learned from this simulation?
From this simulation, I have learned that a companys work is not done just because it has brought a new product to market. In fact, the work is just getting started. The company is now responsible to the consumer and will need to make sure the customer is satisfied. Customer satisfaction is the goal of all product launches, and that becomes the immediate focus when a product is launched.
References
Cooper, R. G. (2019). The drivers of success in new-product development.Industrial
Marketing Management,76, 36-47.
