Samsung has built its brand loyalty on innovative, stylish, and reliable products designed to work harmoniously together.
BankMyCell conducted a recent survey that revealed which smartphone brand customers are most loyal to: Samsung leads in this respect, followed by Apple and then Google.
Customer Experience
Samsung is an expert at building customer loyalty. Their products are known for being innovative and stylish. Furthermore, their ecosystem allows all their devices to work seamlessly together for an enjoyable technology experience that consumers will adore.
Samsung prides themselves on customer service. In New York City alone, they have a mobile service truck dedicated to helping those having issues with their phones, while their support channels allow customers to contact Samsung directly through phone, email, or social media.
Samsung utilizes NPS best practices to collect customer feedback and data. When the Galaxy Note 7 overheated, they quickly took steps to improve product safety by surveying customers and taking action swiftly – including installing new engineering processes, surveying customers again, communicating more openly and being transparent with customers – this effort paid off and helped Samsung emerge stronger from this catastrophe with customers remaining loyal after its aftermath.
Customer Advocacy
Samsung provides customers with engaging experiences that strengthen the relationship between the brand and customer. For example, during Vivid Sydney they created an eye-catching installation which amazed visitors. Their partnerships and technology made this possible.
This customer engagement strategy was devised on the foundation of NPS best practices. Furthermore, feedback is prioritized and utilized as a tool to close the loop with its customers. NPS data is then tied directly to revenue in order to understand its ROI impact when improving specific drivers.
No other product evokes such strong allegiance than smartphones do. A recent BankMyCell survey demonstrated this by showing Apple iPhone owners far outnumbered those of competitors by an overwhelming margin; among Android users, Samsung was far and away the clear leader. More than one third of defectors listed privacy concerns as their reason for switching phones; these could be addressed by adding more transparency features, such as App Tracking Transparency to smartphones; furthermore implementing rewards programs could foster loyalty to your product line.
Rewarding Customers
Samsung has proven itself a formidable competitor in the tech industry by successfully using their loyalty program to convert customers into brand advocates. Their internal motto “Done plus one,” encourages employees to go above and beyond for customers, turning them into lifelong fans of their brand.
Reward are an integral component of this strategy. Samsung Pay app makes this easier; consumers no longer need to carry around a wallet full of debit, credit, loyalty and gift cards – simply load their favorite cards onto it using fingerprint authentication before making their purchase.
Samsung also maintains an active social media presence that fosters customer engagement. Their community, known as Samsung Nation, allows customers to share and discuss their experiences with Samsung products while its platform features user-generated Q&As and rewards users for participation. It’s an excellent way for the brand to build customer engagement and loyalty!
Employee Engagement
Samsung’s customer service approach, “Done plus one,” encourages employees to go above and beyond for customers. Employees are encouraged to use their own Samsung products at home as this helps inspire and motivate them to provide exceptional experiences for customers.
Apple has also adopted a community-centric brand image in order to build up their reputation as innovators and technological leaders among younger, tech-savvy consumers. Their recent television advertisements such as one which mocked iPhone X buyers demonstrate Apple’s skill at crafting compelling messaging targeted towards its target demographic.
Although Samsung doesn’t currently provide its customers with an official “Samsung For Life” program, a hypothetical version would likely consist of extended warranties, access to premium services, loyalty rewards and sustainable initiatives. Such an inclusive customer support approach could increase user retention for Samsung while simultaneously decreasing cost of customer acquisition while simultaneously increasing brand value for its customer base.