OFFER Get amazing Discount today - Upto 10% OFF   - Use Code 144cbc0a - Order Now

+1 (302) 244-0525

support@cheapessaypaper.com

  • Assignment Help
  • Global Assignment Helper
  • Best Assignment Writer
  • Highest Grade for All Academic Needs
  • Over 200k Satisfied Students
  • 4500+ Academic Assignment Writers
  • 100+ Students Support Executive to Listen Students Requirement
  • 10+ Year Of Experience in Academic Writing
  • Round the Clock Support Service

Customer Satisfaction, Loyalty, Management and Empowerment – Samsung

1.Customer Empowerment. How does your product or service offering empower its customers as discussed in the course readings this week? In other word, how are customers part of the marketing for the company? Identify the feedback vehicles they may use, especially social media. Do the social media efforts seem to be creating buzz marketing? If not, what could they do to generate more buzz?
2.Customer satisfaction. How does your product or service offering communicate ways for customers to express their dissatisfaction and if possible, outline what remedies the product or service may be taking to ensure satisfaction.
3.Customer Relationship Management. Does it appear that your product has a customer relationship management strategy? In other words, do they treat the top tier of customers differently than other customers? If so, what is your evidence? If not, should they have a CRM strategy? Or, are there compelling reasons why your product or service should treat all customers the same? Refer to course content concepts in your response.
4.Customer privacy. Review your product or service offering’s privacy policy (usually published on its website). Analyze whether you think they do enough to protect the customer’s privacy or what steps you might suggest they take to protect customer’s privacy. Refer to the privacy policies or the information on warranties and guarantees. The company’s customer support page might also be useful. Do they pubish a remedy should the customer’s privacy be breached? Should they?

  1. Customer Empowerment. How does your product or service offering empower its customers as discussed in the course readings this week? In other word, how are customer’s part of the marketing for the company? Identify the feedback vehicles they may use, especially social media. Do the social media efforts seem to be creating buzz marketing? If not, what could they do to generate more ‘buzz’?

Samsung is recognized as one of the leading market brands internationally (Forbes, 2015). One of its main strengths is its application of revolutionary marketing strategies, often cited to have reliable means of customer empowerment. The company has since launched initiatives supposed to empower various groups of its consumers. It chief focus is the socio-cultural and educational advancement in its international centers. For instance, these have been done through initiatives known as POPUP (People Upliftment Programme), and skills training centers especially in developing countries (Samsung, 2015).

The company has focused interactive feedback programs that see important views and feedback communicated to the management by the stakeholders. As a key player in the telecommunication industry, the company has an acknowledged presence on social media platforms (Appsfactory, 2014). Their advertisements are always on point, creating a buzz from the consumers. The strategy is progressive and does not therefore require any changes.

  1. Customer satisfaction. How does your product or service offering communicate ways for customers to express their dissatisfaction and if possible, outline what remedies the product or service may be taking to ensure satisfaction?

To ensure customer satisfaction, the company has always conducted frequent customer surveys about the entire life cycles of products and services (Samsung, 2015). After the polls, the company analyses the customer’s levels of satisfaction and categorizes them by sector in order to act on them later in the appropriate manner. Surveys in this sense may be via face to face interviews domestically or via phone calls in overseas locations. From that point forward, the results of the survey are publicly revealed before the initiation of the improvement activities (Samsung, 2015).

However, the company’s website has failed to mention about social media approaches used in determining customer satisfaction. With the changing nature of operations worldwide, the internet is becoming a paramount component in conducting surveys on customer satisfaction. Therefore, there is an inherent need to develop a strategy establishing its customer satisfaction framework on social media.

  1. Customer Relationship Management. Does it appear that your product has a customer relationship management strategy? In other words, do they treat the top tier of customers differently than other customers? If so, what is your evidence? If not, should they have a CRM strategy? Or, are there compelling reasons why your product or service should treat all customers the same? Refer to course content concepts in your response.

Customer relationship management refers to the process of handling interactions between the clients, sales teams and the company (Baines et al, 2008). Samsung Electronics Company heavily relies on CRM strategies to plan its sales activities, technical services, customer service and marketing. It gears to increase a company’s clientele, as well as retaining the old ones in a process that is cost effective in terms of service and marketing costs.

Since time immemorial, Samsung has implemented CRM strategies that have seen it at the forefront of innovation, inventions and discovery (Forbes, 2015). It extensively applies use of computerized systems that have since seen it best in the use of ERP system (Enterprise Resource Planning – Resources Action Plan) throughout its global entities (Appsfactory, 2014). Because of the digital revolution, there has been a focus on the development of ‘smart products’. Therefore, the company has focused on this tier of clients, a move that is very justifiable. In this regard, it has still maintained its dominant market position.

  1. Customer privacy. Review your product or service offering’s privacy policy (usually published on its website). Analyze whether you think they do enough to protect the customer’s privacy or what steps you might suggest they take to protect customer’s privacy. Refer to the privacy policies or the information on warranties and guarantees. The company’s customer support page might also be useful. Do they publish a remedy should the customer’s privacy be breached? Should they?

There is a plethora of means in which sensitive data may get into wrong hands; consequently causing harm. Samsung as a multinational firm has in place a privacy policy that guarantees that one’s data and information can have use for the purpose collected. The data collected in websites, apps, social media pages, widgets as well as any other applications endorsed by the company. The company further asserts that all its activities are in conformance to regional regulations, independent of the platform that one is using.

On its website, the company lists the uses of data collected, as well as the users of the data in a dedicated section.  The company’s policies ascertain that data may be disclosed to other third party affiliates. In respect to this, the company asks clients not to disclose any sensitive personal information that may jeopardize one’s privacy. Besides, they provide options to the consumers to opt out of services that may see their security and safety compromised (Samsung, 2015).

 

References

Appsfactory. (2014, November 6). Me in Galaxy: An nnovative CRM system for Samsung electronics. Retrieved from http://www.appsfactory.de/: http://www.appsfactory.de/en/meingalaxy-innovative-crm-system-samsung-electronics/

Baines et al. (2008). Marketing. Oxford: Oxford University Press.

Brady, D. L. (2010). Essentials of International Marketing (1st ed.). Armonk, NY: M.E. Sharpe.

Forbes. (2015, May 2). #7 Samsung Electronics. Retrieved from forbes.com: http://www.forbes.com/companies/samsung-electronics/

Samsung. (2015, August 25). Samsung electronics: About US. Retrieved from Samsung.com/us: http://www.samsung.com/us/aboutsamsung/corpcitizenship/environmentsocialreport/environmentsocialreport_ReeducationAndJobTraining.html

Usunier, J., & Lee, J. (2009). Marketing across cultures. Harlow: Pearson education.

error: Content is protected !!