How important is after-sales service at Piaget?
Philippe Léopold-Metzger, CEO of Piaget: At Piaget, after-sales service is part and parcel of customer service, a function that used to belong to our Marketing department and which now comes under Senior Management. Customer service is essential to what a brand is and must be. Our head of customer service always attends product development meetings with the ongoing objective of building quality. Should he be opposed to one or other aspect of the product, we would have to take his opinion into account. Our initial objective is to keep the number of potential product returns to an absolute minimum, i.e. to increase quality. For a brand such as ours, which is committed to manufacturing its movements entirely in-house, this demands the highest standards at every level of production. Piaget’s Quality division in Geneva employs 20 people in addition to one person outside the company who carries out the final quality control in all objectivity prior to delivery. With respect to after-sales se
