Despite pleading guilty to anti-trust convictions in recent years and paying a three hundred million dollar fine – the second biggest fine in US history, the company has managed to propel its business unstoppably. It is now one of the largest, if not the largest, technology company in the world, perhaps, even surpassing Germany’s Siemens and US’ Hewlett-Packard
One thing that helped Samsung exceed the performance of other companies and hence, gain exceptional revenues is its focus on the management philosophy of consumer satisfaction. If you look at their website, you would easily realize that their customers have always bee n their priority. All their websites, regardless of the country domain, have a significant section dedicated only to Samsung mobile support. Their differentiated service makes the truly stand out amongst their competitors, especially with campaigns like the “Customer Care Campaign”, “Quick Delivery 119 Team” and the “Very Satisfied 100% Campaign”. Also, extending the warranty period for all their Samsung products also contributed to higher customer approval, as well.
In 2008 alone, the Samsung Electronics, including the Samsung phone help hotline received around 55 million customer queries. More than half of it came from outside South Korea, where it is based. Obviously, their contact centres were able to respond promptly and effectively, helping them acquire the CCMS Certification, which stands for Customer Complaint Management System, from the Fair Trade Commission.
Samsung is poised to make more waves in the electronics industry as they continuously innovate not only their service to consumers but their products as well. The Samsung Wave, for example, is making inroads to Apple iPhone’s dominance in the smart phone trade. Their N150 and N220 net books are getting more and more popular too. As for their electronic component products, well, what can I say? Apple’s getting most of theirs from Samsung for their manufacture of the iPhone!
