Samsung's Customer Experience Strategy for Mobile Phones

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Module Name CUSTOMER EXPERIENCE STRATEGY
Student Reference
Number
(SRN)
BP0254269
Assessment Title Samsung's customer experience (CX) approach for its many
mobile phone product lines
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SUMMARY OF FINDINGS:
The objective of this research is to concentrate on one facet of Samsung's customer
experience (CX), as well as to analyze the CX strategy that Samsung employs in order to sell
their mobile phones. In addition to this, the report will make use of practical insights in an
effort to fulfil the overarching purpose of the organization. Throughout this study aspects of
customer experience, including the significance of CX, omnichannel marketing, and other
topics, will be emphasized, and they will all be connected to Samsung mobile in some way.
INTRODUCTION:
During the course of their relationship, consumers and organisations engage in a series of
interactions known as the customer experience. Attracting and cultivating customers may be
as simple as educating them about your products and services or as complex as getting them
to buy your stuff. It is also possible to evaluate it based on the experiences of persons at
various points of interaction.
In this research, we will be concentrating on Samsung mobile products. Samsung's customer
experience strategy will be taken into consideration. It just so happens that Samsung is one of
the best mobile phone businesses on the whole wide planet. When mobile phones first
appeared in 1983, there were many various phone types and styles to choose from, according
to a Microsoft study in 2014. Because of the fierce rivalry in the smartphone sector, every
manufacturer, including Samsung, must devise new ways to stay at the top of their game.
According to a 2013 sustainability assessment, customer experience is critical to the
profitability of a firm. Nonetheless, in this paper, the CX strategies that characterise the
success of Samsung mobile will be studied, and its projected goals by Samsung mobile firm
UK to give meaningful experiences to its consumers will be discussed in detail.
THE SIGNIFICANCE OF THE USER EXPERIENCE (UX) FOR CUSTOMERS:
When it comes to marketing, one of the most crucial components is creating memorable
experiences for customers by concentrating on their own views of the product or service.
Customer experience (CX) has recently risen to the forefront as an innovative concept that
has piqued the attention of a wide range of companies. This is true when it comes to both
theories and practise. This strategy is used by a large number of companies in order to

provide outstanding value to customers while simultaneously achieving differentiation and
long-term advantage in terms of market competition. CX is an idea that is not all that old. the
study of which has recently gotten more attention, both in the academic community and in the
public eye Additionally, it may be seen as a strategic process that is implemented by
companies in order to provide comprehensive customer value, realize differentiation, and
maintain a sustainable competitive advantage. CX has been characterized in so many
different ways, some of which include the following:
It is possible to characterize CX as holistic. The social and sensor aspects of a product are
related to the interactions that may take place amongst consumers who are using it. Various
marketing ideas and strategies are also studied in-depth since client happiness is one of the
primary goals.
Companies, on the other hand, need to have a holistic picture of their client experience
through time in order to comprehend it and generate genuine value from it. The digital, the
physical, and the social aspects will all be integrated as a result of this. If this integration does
not take place, however, organizations are more likely to face some type of difficulty in both
the business-to-business market as well as the business-to-customer market.
 Importance of Customer Experience with Regards to Samsung Mobile Phones in
the United Kingdom:
A strong customer experience (CX) might be a deciding element in the success or failure of
Samsung's mobile phone products here in the UK. Analysis of consumer behaviour, as well
as how well the brand connects with its client base, is included in this report. CX is the key to
Samsung's success in the UK telecom industry, and the company can definitely say so. As a
result of building strong customer connections in addition to a strong brand image, they have
been able to continue in business. CX has provided Samsung mobile with positive results so
far since the firm has been able to meet the needs of its customers with each new model that
is produced. This is due to the fact that the business has established a relationship with its
clients.
CONSUMER PERSONA DEVELOPMENT:

Consumer personas are semi-fictional models that show the essential features of a large
proportion of your customers based on the information gathered through user research and
sometimes from web analytics. Customers may be divided into broad categories based on the
characteristics revealed by a consumer persona.
customer experiece CX
PRICE CUSTOMER EXPERIENCE PRODUCT QUALITY BRAND RECOGNITION
The seven ways listed below may be used to evaluate the effectiveness of the CX
strategy:
The first step in applying this strategy is to create a clear picture of what a happy consumer
looks like.
An organisation has to have a thorough understanding of its target market and the challenges
they confront.
When it comes to the customer experience, a lot of it is about creating emotional connections
with your customers.
For a successful plan, you need to know who your customers are and where they come from.
The implementation of a quality framework will be one of the approaches used in the
establishment of the team responsible for the customer experience.