Implications of Digital Disruptions on Customer Experience for Samsung

This report examines the value proposition of Samsung and how it delivers a great customer experience. It also explores the different types of customers and the six pillars of customer experience model. Additionally, it discusses the implications of digital disruptions on customer experience for Samsung and provides strategic recommendations to enhance customer satisfaction and organizational profitability.

SAMSUNG B2C
(BUSINESS TO
CUSTOMERS)

TABLE OF CONTENT
Table of Contents
INTRODUCTION.......................................................................................................................................3
MAIN BODY..............................................................................................................................................3
Set out what the value proposition of an organization i.e. Samsung........................................................3
Set out how this manifest itself and delivers the customer experience.....................................................4
Who are its customers by frequency of use by key demographics...........................................................4
Six pillars of customer experience model................................................................................................5
Critically apply six pillars of customers experience on Samsung............................................................6
What are the implications of digital disruptions to delivery of customer experience for Samsung..........7
Strategic recommendations by using six pillars to improve customers experience for customers of
Samsung that is beneficial for customers as well as an organization.......................................................8
CONCLUSION.........................................................................................................................................10
REFERENCES..........................................................................................................................................11

INTRODUCTION
Business to customers refers to essential activities for business where an organization
sells its products and services directly to its customers mainly to the end user of the products or
services. Business to customers simply defines as commerce between business and individual
consumer(Laage-Hellman, Landqvist and Lind, 2018). This report is based on Samsung that is a
leading multinational conglomerate company that deals in number of products such as consumer
electronics, telecommunication equipment’s, home appliances, chemicals etc. This organization
has highest global brand value where its mobile phones and semiconductors have becomes the
most important source of generating high revenues and incomes. This report undertakes several
aspects that are value proposition of Samsung along with how value proposition of company
delivers the best customer experience so that they will attracts large base of customers. It also
explains the types of customers by using demographic factor. Further it demonstrates the six
pillars of customer experience model and implication of digital disruption to deliver the customer
experience within an organization. At last it would recommended several points that helps in
improving the customer experience along with profits of Samsung so that it would survive for a
longer period of time.
MAIN BODY
Set out what the value proposition of an organization i.e. Samsung
An organization value proposition is highly essential for their success and sustainability.
Value proposition is a marketing statement that is used by organization to summarize their
products and services in front of customers so that consumers are attracted towards it and buy the
offerings of an organization. A great and effective value proposition helps in convincing
customers to buy the products that also help business enterprise to gain profitable results in
marketplace(Woo and et. al., 2019). Samsung is a largest electronic manufacturing organization
around the globe. Therefore, Samsung is largest and famous company within international
market because the products of Samsung createa unique value to target their customers. The
company slogan i.e. imagines that indicates “imagine amazing things we can build” present a
strong message of company to their customers that makes every product that is refrigerators to
smart phones to Television attractive and impressive. The value proposition for Samsung is

mostly in the quality of products that are interlinked with high technology especially their
phones, cameras, television etc. It helps in creating trust in the mind of people so that they
purchase the products and services of the company. The price of Samsung products is reasonable
as it is not the cheapest and also not expensive. For instance- Samsung Galaxy Note line of
smartphones have develops an effective fan base because of its quality it place a strong value
proposition within a marketplace that attracts number of people. Samsung is a second largest
manufacture of electronic products with this ability to create unique changes is advanced that is
changes as per dependent of targeted customers (Ciuchita, Mahr and Odekerken-Schröder,
2019). In this higher payoff is attained over regular period of instance through which possibility
to achieve long term sustainability and higher attentiveness is developed in favored manner.
Set out how this manifest itself and delivers the customer experience
Customer experience is an essential prospect as with this ability to capture higher market
share with better attentiveness is processed with systematic manner. In context of Samsung the
value proposition of their products and services manifest itself because of their quality features,
high technology products along with worth of price. This would attract number of people
towards the goods and services of Samsung(Zhang and et. al., 2020). Value proposition of
Samsung is helpful in delivering the best customer experience by offering benefits related to
offering convenient life so that people effectively sustain within this busy world. The products of
Samsung are produced with high tech solutions that help in attracting number of customers to
gain profitable results for example, launches new series through which ability to attain higher
competitive advancement is increases with higher profitability. In today’s environment customer
wants prestige in society by developing the living standards in this Samsung products attracts the
attention of customers where customers experience great in using the products of company. It
helps in gaining profitable results in the long term survival.
Who are its customers by frequency of use by key demographics
Customers are those who buy the products and services of a business enterprise in
relation to some money. Customers are highly essential for an organization success and growth.
In terms of Samsung, there are several types of customers who buy the products and services of
an enterprise(Christofi and et.al., 2019). In terms of demographic segments the customers of
Samsung mainly the people who belongs to the age group of frequency in between 15 to 45 those
follow the high technology trends. In relation of lifestyle, customers are mainly those who

highly focus on showing their status within society that attracts people to buy the products of
Samsung Television and many other digital media. The demographic segments are based on
value proposition of Samsung products and services.
Six pillars of customer experience model
Customer experience defines as an integration of cognitive, affective, behavioral and
sensory consumer responses during all stages of consumption process that involves pre-purchase,
consumption and post-purchase stages.The customer experience is a best global practice that is
used by businesses to gain profitable results(Boone, Kurtz and Berston, 2019). Customer
experience is based on mainly six pillars that are demonstrated below:
 Integrity- It is the core pillar of customer experience model that states the being
trustworthy and engendering trust. In this organization need to publicly react to a difficult
situation. In this respected company focus on doing the right thing for me personally. In
this a Samsung need to stand with the customers views rather than making profits.
 Resolution- It means turning a poor experience into a great one. For instance- The poor
experience that an organization face is COVID 19 to resolve it Samsung company focus
on technology to solve the problem of the customers (Shin, 2015). In terms of Samsung,
there are several products which are highly advanced in technology helps customers to
spend their time within COVID situation along with these products also useful for
customers while doing their professional work. In this company focus on providing
solutions to customers related to purchase of products that helps customers to experience
best with the firm and their products.
 Expectation- Expectation of customers is reflected the difference between expectation
and actual delivery. In this organization need to examine the changing expectations of
customers so that Samsung manager would design the right solution for their consumers
so that they experience the best with the offerings and services of business enterprise.
 Time and effort- This pillar of customer experience model is states the minimizing
customer’s efforts along with creating frictionless processes. In this aspects Samsung
manager focus on providing services and products that helps in conveniently live the life
of customers. In this company provide products and services by focusing on home

delivery options that also develops loyalty of customers. In this customers make a
purchase of products by using home delivery options that reflects worthy time.
 Personalization- This pillar states that an organization focus on individualized attention
to drive emotional connection with customers(Purba and Tan, 2018). In this manager of
Samsung focus on individual customer’s views, issues etc. due to this trust of customers
are to be developed. In this pillar business enterprises focus on providing value to
customers so that they will retain for a longer period of time. In this stage company
understand the needs and requirements of customers that reflect the positivity in customer
experience.
 Empathy-It is the last pillar of customer experience that states an understanding of
customer’s circumstances to drive deep rapport. In terms of Samsung, manager emphasis
on offering care to customers by understanding the needs of customers appropriately that
helps organization to provide products and services to consumers (Pennington, 2016).
Critically apply six pillars of customers experience on Samsung
From the above analysis six pillars of customer experience are critically demonstrated in
terms of Samsung that are to be shown below:
 Integrity- In this manager of Samsung provides customers a service related to
creditability at the time of purchase of products. This helps in developing trust in the
mind of customers (He, Zhang and He, 2019). If Samsung does not offers their customers
the facility of credibility then it will negatively impact in develops the positive customer
experience.
 Resolution- In this manager of Samsung analyzes the issues that was faced by customers
related to products so that they offer innovative solution to their customers. Due to this
customers experience highly (Trivedi, 2019). In this manager effectively understand the
solution to manage the position of company in marketplace.
 Expectation- In this manager of Samsung focus on analyzing the needs and wants of
customers as it helps in fulfilling customer’s expectation. This will develops positive
customer experience on an organization.
 Time and Efforts-In this manager of Samsung emphasis on simplifying the customer
experience as much as possible by minimizing the efforts required by customers. In this

Samsung offers their products and services via online mode so that a customer
experiences the products conveniently in minimizing the time of purchase.
 Personalization- In terms of Samsung, manager focus on creating an emotional
connection with their customers by attending them personally and understand their needs.
It helps company to promote their products and services to customers. It impact
positively in customer experience.
What are the implications of digital disruptions to delivery of customer experience for
Samsung
Digital disruption refers to an effect that changes the fundamental expectations and
actions in culture, market, process that is mainly expressed through digital capabilities, channels
and assets. It is a type of transformation that is caused by emerging digital technologies and
business models(Morgado, 2018). The new innovative technologies have impacted the value of
current products and services that are to be offered to customers. Digital disruption is typically
changes the needs of customers that also create opportunity for business to maintain the brand.If
an organization want to upper hand in the midst of digital disruption that is highly essential to
understand the entire customer experience effectively and efficiently. In terms of Samsung,
several implications of digital disruptions to deliver the customer experience that are presented
below:
 Augmented reality- It is one of the implication of digital disruption that creates more
value in terms of engaging consumers in an innovative and creative manner. These
technologies rapidly disrupt traditional marketing methods that helps Samsung to attracts
and maintain relation with customers(Roslender and Nielsen, 2020). In dynamic changing
environment, use of augmented reality by Samsung helps in gaining high customer
experience that delivers the best services to customers. For instance- Samsung adopts the
augmented reality to promote their products and services for placing a best position in
mind of customers so that profitable results are enjoyed.
 Gather customer data across every touch point-The implication of digital disruption to
deliver the customer experience within Samsung. Due to the high usage of technology the
products of Samsung looks attractive that helps in attracting customers. The usage of
digitalization by research and development department of Samsung helps in gathering
data of customers that enhance the value of company within marketplace. It helps in

interacting with products and services on daily basis. For instance- Samsung offers high
tech mobile phones to a customer that helps users to connect with customers and this
helps Samsung to examine the several needs and requirements of customers. This helps in
collecting and examines data of customers so that firm will gain profitable results in the
competitive business industry.
 Build customer centric company culture-Rolling out new and unique attributes is the
direct route to transformation and in present technology advanced world digital
disruption impacted positively on the success of Samsung. In this company use the net
promoter score and voice of the customer’s applications to examine the experience of
customers that will influence high profitable results.
 Automation of knowledge work- It is a work automation tool that is utilized by an
organization to perform activities to solve the issues of customers(Lüdeke‐Freund, Gold
and Bocken, 2019). This digital disruption is adopted by Samsung to solve the issues of
customers at the time of pre-purchase and post purchase so that they experience a best
with the company. Digital disruption impacted positively because it saves the time of an
organization in relation to make connection with customers.
Strategic recommendations by using six pillars to improve customers experience for
customers of Samsung that is beneficial for customers as well as an organization
By analyzing above tasks there are several recommendations that improve the customer
experience for customers within Samsung that is also effective for organization
profitability(Frishammar and Parida, 2019). Some strategic recommendations are to be presented
below:
 Capture customer’s feedback in real time- It is an effective recommendation for
Samsung to improve the customer experience for gaining profitable results. In this
company highly focus on using live chat tools to do live conversations with customers
related to products and services and how they will experience pre and post
purchase(Gligor and et.al., 2020). It will develop the trust and loyalty in the mind of
customers about the products and services and also helps in gaining competitive
advantage within marketplace that helps in earning more profits and revenues along with
attracting more customers around the globe.

 Continually evaluating employee’s performance and offering training- It is another
recommendation that is given to Samsung for improving the customer experience that is
highly beneficial for business also. In this manager of Samsung focus on regularly
evaluating the employees performance and offering training sessions as per the needs so
that employees are perform their task proficiently. Proper training and evaluation
encourage employees so that they delivers the services to customer appropriately which
impress customers to retain with the firm for a longer period of time. It helps in
generating profits and revenues.
 AI-Powered chat-bots- It is to be recommended that Samsung use chat-bots to improve
the customers experience for customers so that high beneficial results are to be enjoyed
by an organization. For Samsung it is recommended that they adopt the Facebook chat-
bots to communicate with customers where company also focuses on solving pre-
purchase queries. If customer enjoys high customer experience with the company
products and services than Samsung will gain profitable results that are beneficial for
their long term survival.
 Develops emotional connection-It is another recommendation that is offered to Samsung
for improving customer experience for customers(Freudenreich, Lüdeke-Freund and
Schaltegger, 2020). Company focus on building strong connection with customers by
encouraging the sales teams for attracting customers so that high profitable results are to
be attained by business enterprise.
 The Samsung get worked on to manage over empathy and integrity through which better
outcome is perceived as by reflecting towards better services and products to its potential
customer base.

CONCLUSION
From the above analysis it is to be concluded that business to customers is a significant
concept within a business enterprise as it is the main factor for generating high profitable results
to get sustainable results within business world. This report involves value proposition that helps
in understanding the aim of doing a business and the level of potential to attracts customers so
that high level of profits are to be earn. Further six pillars of customers experience model helps
in interacting with customers to business so that profitable results are to be enjoyed by firm. In
this several implications may occur due to digitalization that impacted the delivery of customer
experience for Samsung. At last several recommendations are to be formulated that helps in
improving customer experience so that customers are retain with the firm and company will
enjoy higher sustainability and profits.

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