10/03/2017
Service recovery on a global scale.
The failure of the Samsung Galaxy Note 7 sent the company into a frenzy to discover what was wrong with the phone. They took steps to prevent a large scale disaster, but unfortunately it was beyond repair, even with replacements, issues with the battery still occured, making it unfit for use.
Samsung took steps to ensure the safety of users by doing a mass recall, resulting in a huge cost for the company. Dollars spent to find out the reason behind the fires and press conferences held to inform media on the issue. While the company could have stopped there, much more effort was made to win back customer trust.
I'm sure many of you have been spammed with the following video, spending large amounts to ensure the message of commitment to its users and safety as a priority was communicated to loyalist and future users.
Even through I must admit I was skeptical about how Samsung would perform with their new line of phones, their rigour and perseverance to reassure customers time and time again over the last month is starting to help me see the commitment and dedication which the company is willing to make to get the message across.
1) Always step up to the issue
2) Never give up to communicate your commitment to make things right
3) Show how you make it right
At Samsung, safety has always been our priority. As always, our commitment to innovation will never stop, because innovation is our legacy and quality is our...
