Service Recovery Analysis Table

docx

School

IIS University-Jaipur *

*We aren’t endorsed by this school

Course

601

Subject

Marketing

Date

Nov 24, 2024

Type

docx

Pages

4

Uploaded by AgentRhinoceros2355

Report
Student Name: Student Id: SERVICE RECOVERY IN A CUSTOMER SERVICE CULTURE
Service Recovery Analysis - (INCLUDE company names here) Apple Inc Samsung Electronics Huawei SUMMARY OBSERVATIONS Identify the frontline service recovery strategy Do they have any service guarantees within the organization? Do they have any policies or procedures that are easy to find and understand as a customer? What is their return policy? How do they communicate that they stand behind their product or service? Is there a sense of empowerment for the team members working there? What gives yo this impression? What are their core values as an organization? Is there processes to get in contact with a representative from the organization? How would I offer a complaint/feedback as a customer? Is it easy or difficult. During the Warranty Period, if the Product is defective, Apple will, at its discretion, either repair the Product at no cost using new or refurbished Apple genuine parts that have been tested and passed Apple functional requirements, or exchange the Product with a replacement product of the same model. Apple's customer service calms customers' fears by promising full support for every product they buy. Apple's large network of retail locations also reduces risk. The company also introduced the Apple Support App, which provides tailored access to solutions for all Apple devices and services Samsung considers client interactions a top priority and provides Qualification Support, Quality Improvement, and Problem and Requirement Management to ensure customer satisfaction. Samsung's new long-term master plan for "Quality Design" will build a symbiotic corporate environment to assure high-quality customer service. Samsung actively listens to customers through numerous channels and analyzes the data to create high-quality products and services. Globally, several operators of varying sizes and features were chosen. Over 10 years, the questioned operators have worked with Huawei. Each year, they re-evaluate Huawei Customer Support, third- party support, and self- operation. Huawei Customer Support Services offers three service levels: Enhanced, Standard, and Basic. The ROI of Enhanced Package is more than 160% higher than Standard Package, according to the pilot case. Several operators in current pilots show that Huawei Customer Support Services can deliver positive financial benefit regardless of service level, and the return rate grows with the service level. Samsung has a superior method for the recovery of lost or damaged items. Customers at the ground level are loyal to Samsung, and the company's products are far less expensive than those manufactured by Apple and Huawei. Identify customers’ needs and wants Do they have feedback functionality for their customers? Do they ask for feedback? What forms of access to customers have to communicate what they want to see in a product? What information did Apple employs NPS to obtain consumer feedback. After a purchase, the corporation sends the customer a survey inquiring about satisfaction and likelihood of recommending the products. Although Apple does read every comment, Apple simply cannot Samsung drives a sustained quality innovation movement by actively listening to customers across several channels and analyzing the resulting data in order to provide customers with high-quality products and services. Samsung's marketing communication mix includes things like print To provide feedback on a Huawei Enterprise Technical Support Website document, open the document and then click the Feedback button. Type your feedback or questions into the box provided and hit the submit button. Systems Consulting & Integration for Better Competitor Samsung was able to better understand their customer requirements in all three of these similar product producing company categories. Samsung offers more affordable customer service and consistently makes an effort to connect with their customers in a variety of different ways.
you find in how they respond to the changing demands of the customer? What examples did you find? reply to each one individually. By providing your email address, you consent to having Apple contact you to clarify any questions or concerns they may have about your feedback. * This field is mandatory. Individuals. If another user has sent you a product or gift card, invited you to join a service or forum, or shared material with you, Apple may obtain information about you from that user. In Response to Your Orders. You can ask other people or organizations to provide information to Apple on your behalf. and media advertising, sales promotion, events and experiences, and public relations. In order to better serve you, Samsung would appreciate hearing your thoughts and suggestions. If we follow this procedure, we'll be able to give you better assistance. In the Samsung Apps menu, select the Members symbol and hold it down to bring up the Error Reports menu. Select Accept to provide system log data. Pick a symptom class to examine. Please send an email with a detailed description of the issue. Customer Service B.E.S.T. Connection. Information Management and Control. Center for Managing Services. Facilitating Business Operations and Integrating Video Services. Changes in digital operations. Live up to advertised promises and standards What do the reviews say? How does what they promise translate to the customer experience? Are products and services meeting the demand of the customer? This is a good place to research what the customers are actually saying about the company and the product (Although you may find an extreme on either side, have an analysis of a good portion of reviews.)Examples and links are helpful in Apple's brand promise is the driving force behind the company's meteoric rise to the top of the personal computer market. Apple's brand promise consists of two parts: the company's assurance that its goods would be built on customers' willingness to perceive the world in new ways, and the company's pledge to do the same for its own. The promise of the Apple brand is that purchasing their products will transform you into a better person, regardless of who you already are. Recognition, ease, a fresh start, a transformation, and much more are all promised. To increase brand awareness and product sales, Samsung uses an arsenal of promotional tools and methods. Marketing Tactics Adopted by Samsung Consequently, the company's marketing strategy has been fruitful, enabling for growth and development in a number of areas. Samsung has recruited famous people to help advertise its products. This partnership allowed famous people to advertise their phones and other products on Twitter, Instagram, and other sites. A-list celebrities have a significant fan following, thus working with them can assure an increase in brand visibility. More than 700 million people around the world use Huawei devices, and HUAWEI Ads provides them with a variety of standard ad types such native, banner, rewarded, and interstitial ads. As stated in the HUAWEI Ads Policies, certain forms of advertising are prohibited. Huawei's marketing strategy incorporates both online and offline tactics. Huawei's main goal in digital marketing is to advertise their wares on numerous online platforms, such as Facebook, Twitter, Google, and so on. As part of its global marketing strategy, the These three companies use social media in a variety of different ways to engage with their customers and market their products. They have developed their very own one-of-a-kind approach for promotion on social media, and they use it in conjunction with their corporate tagline and their charitable activity.
Your preview ends here
Eager to read complete document? Join bartleby learn and gain access to the full version
  • Access to all documents
  • Unlimited textbook solutions
  • 24/7 expert homework help
submission No drastic lifestyle adjustments are necessary; all you have to do is get yourself an Apple product. Apple's brand promise is twofold: first, that they will make goods that reflect their unique perspective on the world, and second, that they will motivate their customers to adopt that perspective. https://techland.time.com /2012/06/12/why-only- apple-can-promise-a- better-experience-to- customers-every-year/ https://www.facebook.co m/apple/ Companies like Samsung have a responsibility to address the needs and concerns of the wide range of customers they serve. This indicates that they are actively participating on every major social media platform. Likewise, Samsung has done an excellent job of establishing its presence across the most popular social media platforms. This includes Facebook, Twitter, YouTube, and Instagram. Samsung provides high- quality customer assistance via multiple channels. It just introduced a food-truck- style vehicle in New York City. Customers can come to the truck for free help setting up their gadget, fixing their screen, or charging their phone. Samsung is also utilizing chatbots to lead clients to a human who can address their questions. https://iide.co/case- studies/marketing-strategy- of-samsung/ corporation has partnered with a wide variety of both large and small businesses. https://iide.co/case- studies/marketing- strategy-huawei/