Chief Executive and Senior Vice President at Samsung Electronics America - Home Entertainment Division
I go shopping every Friday. Well, not exactly. Every Friday, I go to a different retail store to observe how people shop for and interact with our products, and what they like and dislike. Dan Frommer's recent trends report stresses the importance of understanding your consumer's behavior when looking at the successful rise of new beauty brands among younger consumers. Brands founded since 2014 now account for 40% of sales at major beauty retailers, and they are succeeding because they focus on understanding what Gen Z and Millennial consumers want – highlighted by authenticity in messaging while actively engaging with their younger consumers. This shift in the consumer mindset is why I keep going back to how consumer behavior and experiences aren’t static, and how it’s our job to stay ahead of these changes. How do you learn more about the different ways consumers experience your products?
David Stott
3mo
James, I’m curious how you would coach your team members to treat a loyal 20+ year customer who’s spent over $40k with Samsung, a customer who never had an issue until recently, and they completely abandoned that customer who upon delivery of an 85” tv immediately called with product & installation concerns. A customer who was initially told they would be taken care of, but due to backorders of comparable products was strung along after multiple calls to finally be dismissed like the cardboard box the TV was delivered in? As I read your post on my new Samsung phone, and decided to log into my favorite stainless steel Samsung laptop to ask you this question, I feel sad that customer service may officially be a lost art and in fact a thing of the past with some companies… I thought I’d give this a shot since you seem personally interested in the experience of your customers and as a person who bends over backwards for my customers large and small, I’m hoping to hear from you as a last ditch effort because to say I’m disappointed that two decades of loyalty to your brand was met with a dismissive result… Thank you
Aasit Thakkar
4mo
Agreed. Consumer behavior isn’t static and eCommerce shouldn’t be either. In an age dominated by entertainment, this is exactly what CueTheMusic (A Sound-On LLC) is aiming to do - to unlock retailtainment across eCommerce.
Ojaas Hampiholi
4mo
As a data professional, I totally agree with your approach! One of the greatest things I discovered as a part of my DS journey is the prescriptive analysis that is done within marketing divisions along with the traditional descriptive and predictive analysis! The prescriptive analysis is exactly what captures the changing needs of the market.
Carolina A.
4mo
How about ecommerce?
Brian Meers
4mo
Makes sense James! But certainly no one answer will fit all retailers.
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4mohey good morning mr. James I had a situation where I purchased a TV from you guys about three months however Samsung sent a third-party to install my TV the guy look like he was on drugs a third-party he hang the TV in under three minutes three days later the tea with this drop in the floor I was very scared because my kid was playing around the TV 25 minutes before he couldn't kill him at this point they haven't resolved nothing they blame it on the third-party the third-party say Samsung do not want to reverse the TV is become a nightmare I have videos footage of everything that happened I got in contact with Samsung they send the inspector to inspect the TV and look at the incident he determined that the installer didn't use the proper screws and overtime the TV they were playing games back-and-forth for three months now saying that they don't know who is going to fix the TV every time I call for hours they just hang up the phone on me I have all the screenshots of the conversations and is very sad very disgusting that they treat a customer like that I'm the reason why I'm trying to get in contact with somebody that is higher in the company is because it's either they going to do the right thing and reverse my money or replace my TV because they accountable is sad that I got to go through this nightmare is the worst nightmare that you could wish to anybody just a persons in a TV so please if you could help me to get this situation face please I will appreciate