Implications of Digital Disruptions on Customer Experience for Samsung

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