Brand Tone

Reassuring, Supportive, Efficient, Clear, Professional

Brand Values

• •Innovation: Constantly developing new technologies (e.g., ISA, Dual Light Technology) and improving user experience.
• •Quality: Commitment to high-quality, multi-functional projectors and a premium audio-visual experience. This is reinforced by partnerships with Harman Kardon and Texas Instruments.
• •User Experience: Focus on ease of use, seamless integration into lifestyles, and creating enjoyable entertainment moments. This includes features like auto-focus, keystone correction, and smart TV integration.
• •Customer Satisfaction: While stated as a goal, this value is inconsistently perceived, especially regarding after-sales support.
• •Accessibility: Aiming to bring high-quality, large-screen experiences to more homes.

Best Practices

• •Empathy First: Acknowledge potential frustration. Start communications with phrases like, "We understand that experiencing an issue can be frustrating..." or "We're sorry to hear you're having trouble..."
• •Clarity and Simplicity: Use clear, concise language. Avoid jargon. Explain the warranty process, terms, and conditions in a way that is easy for everyone to understand. Provide step-by-step instructions where possible.
• •Responsive and Accessible Language: Ensure the tone conveys a willingness to help and make the process easy. Use phrases like "We're here to help," "Let's get this resolved for you," and provide clear contact points for further assistance.
• •Manage Expectations: Be transparent about timelines for repairs or replacements and what the warranty does and doesn't cover. If there are potential costs (e.g., for out-of-warranty repairs or certain types of damage), communicate this clearly upfront.
• •Professional and Reassuring Closing: End communications on a supportive note, reinforcing that the customer's satisfaction is important. Examples: "We appreciate your patience as we work to resolve this," or "Thank you for being an XGIMI customer. We're committed to ensuring you enjoy our products."

Social Perception

Products: Generally positive, with users appreciating the technology, design, and performance for the price. XGIMI is seen as an innovative player in the projector market. Brand Image: Tech-savvy, modern, and focused on enhancing home entertainment. Customer Support & Warranty: This is where perception is most divided and often negative. Many online discussions highlight frustrations with getting timely and satisfactory support for warranty issues. Some users report their customer service strategy feels like "ignore them until they go away". Conversely, some customers report "top-notch second to none" service and quick replacements under warranty. This inconsistency significantly impacts the overall brand perception. The overall rating on one review platform is 2.45 out of 5 stars, with customer service scoring low.

Copy Examples

• •Headline: Peace of Mind, Built-In. Your XGIMI Warranty. Body: Enjoy your stunning XGIMI experience with the confidence of our comprehensive warranty. We're here to support you. Register your product or make a claim easily at warranty.xgimigroup.com.
• •Headline: Experiencing an Issue? We'll Make It Right. Body: Our dedicated support team is ready to assist with any concerns. Your XGIMI warranty ensures that quality and performance are backed by our commitment to your satisfaction. Visit warranty.xgimigroup.com for help.
• •Headline: Seamless Support for Your Cinematic Experience. Body: At XGIMI, your entertainment is our priority. If you need warranty assistance, our process is designed to be straightforward and supportive. Find all you need at warranty.xgimigroup.com.
• •Headline: Your XGIMI Projector: Quality Guaranteed. Body: We stand by the innovation and craftsmanship of our projectors. Your warranty provides coverage against manufacturing defects, ensuring your investment is protected. Learn more and register at warranty.xgimigroup.com.
• •Headline: Quick & Easy Warranty Claims. Body: Need help with your XGIMI product? Our online warranty portal at warranty.xgimigroup.com offers a simple way to get the support you deserve, fast. We're committed to resolving your issues efficiently.