An Example Of The Note 7 Fiasco

* Ensure that the well being of the customer is your first priority i.e. a doctor is called, they attend and help the customer

When the business relationship is damage it’s up to management to repair the damage relationship. Every organization can be good at any of these eleven factors, but I believe the organization must be excellent and excel in the recovery process. Recovery is the buffer that rebuilds the trust factor. The returning customer that has the worst experience usually returns to see if? First, the organization has done what it said it was going to do. Second, the customer is judging anything and everything about the organization just to see what can be found wrong. Third, they are watching to see how management approaches them. Finally, if the recovery process is successful the customer will let you

If you do something wrong own up to it genuinely to customers and don’t try to hide because everything will eventually get out. Speed changes everything when dealing with customers whether is via phone call or e-mail. Even if you don’t know, respond with “I’ll do my research and get back to you.” Make sure everyone gets experience

One risk is that with each customer you take a risk, if you mess up, people

Does the new phone have enough in the way of looks and specs to reverse Samsung’s sagging smartphone sales? Without a doubt. Samsung continues to build on its camera strengths while offering interesting extras its Android rivals don’t have. The only real danger is in longtime fans of microSD cards and removable batteries punishing Samsung by finding vendors that do. Samsung’s hardware has long stood up to the iPhone; at long last its physical design does, too (1).

2. Samsung didn't advise their customers appropriately considering the severity of the situation. They put a small tab on their website notifying their customers which was easy to miss. They should have made this much more visible considering people's safety was at risk and could have used their social channels immediately. Also, Samsung should not have told their customers that the replacement phones would be safe to use without looking into the battery's manufacturing.

I think we need to build better relationships with our customers. With our current customers, it seems as if we are constantly just a one-time kind of business. We do not want to be that, we want the customers to return because they trust us. Not because they consistently have problems even with our help.

ii. Loss of customers (and sales) due to long customer service wait times or lack of

about the “lost”, more than a “gain”. An insecure customer, especially ones that had bad

Gather information about its potential and current customers, this helps to understand the customer, improve their services and make more informed decisions hence reducing risk.

In 300 words or more, please, provide your response to the above discussion question. Comment on how customers can influence firms to pay more attention to the

Customers take security issues very seriously and file class actions in the court against the company in any such critical situations.

When you build a strong, ongoing relationship with a customer, there is a personal connection made. And it is less likely that a customer is going to do something to jeopardize a close business relationship.

Samsung is one of the biggest smartphone manufacturers in the world. They also sell all kinds of other products. Their focus is of course on their Android smartphone/tablet/wearables business. Samsung grew at an incredible rate over the years to become what it is now. They outsell even Apple when it comes to smartphone/tablet sales. The company pivots and produces quickly, coming out with a variety of devices. It sees what the market responds to, pushes successes, and kills failures. And now, rather than just providing a cheaper and lesser iPhone, it 's differentiated itself with larger screens, different features, successful marketing, and delivering what consumers want. The Note is a perfect example. The company found through market research that Asian-language speakers wanted a device that they could hand-write on, because drawing characters is easier with a pen. The result was a combination phone/tablet ("phablet") that 's been an unexpected hit. However, there are some setbacks this year with the production of the Samsung Galaxy Note7. Samsung produced the Galaxy Note 7 in August expecting to deliver a smartphone that could take on and take down the iPhone 7. Before long, unfortunately, buyers reported that the device was heating up and for some, exploding. Samsung is blaming the malfunction on a manufacturing problem with batteries at one of its suppliers. In September, Samsung began a recall and reproduced its second-run Galaxy Note 7 device. But again, reports

Patent infringement. Samsung has a loose policy regarding the infringement of patents. The company’s patents were not done through a proper channel, thus ending up infringing Apple’s and other firms’ patents (Wikipedia, 2012). This outcome damaged Samsung’s reputation and suffered losses.