This example is not directly related to me, but my Mum, someone who is close to me and whose decisions in brands influences my decisions too. Mum went and bought a clothesline from Hills Clotheslines and one of the arms broke. She was hesitant to call them up thinking that she would have to pay for a whole new arm for it. Then she went into the store and Hills said that they wouuld send her a new hinge and thats all that she needed. I thought that this was a great post-purchase touchpoint for the brand and if I ever needed a clothesline I would go to them for sure. Another touchpoint is their brochure which is simple but tells you all you need to know about their range of clotheslines and what would suit you best. Hills also makes childrens swingsets and this is another thing my Mum said that they do really well, and when it comes to something your children are playing on you want to make sure they are safe and up to standards so if I was ever after one of them I'd think Hills for that too.
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