With growing expectations of the consumers, companies are coming up with new ideas to offer the best service possible. The service types are becoming more interactive and user friendly like Samsung’s SPST or Samsung Product Support TV.
SPST is a live streaming channel of Samsung to provide its customers with how-to videos to give a better product experience and guide. Right from registering a Samsung product to installations and use of its range of cameras, mobile phones , TVs and any other products , SPST provides how-to videos covering every topics that provides a platform to its customer to understand the products better and get more out of the products purchased. The programs are titled as “Keep It Simple” and subjects are decided on a weekly basis. Not only does it gives solution in an interactive fashion but also provides solution through mails for the ones which are not solved at the moment.
Customer satisfaction is the core priority of any organization. In today’s scenario where customers are pampered with so many options to select from, service quality of any organization is the perceived value considered by the consumers in differentiating the brand value from other existing options. Thus Rubbermaid, an Atlanta based company considers the customer reviews and ratings about existing products to design new products.
All the weekly reviews and ratings of the customers are communicated to all the brand managers of the company. They offered sample of their newly designed sink to the customers who had registered negative review and suggestion for improvement for a previously designed sink.
This approach was received with over-whelming response from the customers. They have also introduced sweepstakes and gifts for customers to encourage more reviews and ratings. These strategies have helped them to redesign their products much to the needs and expectations of the consumers. Many grievances and user problems are being efficiently handled through these methods thus preventing negative word of mouth from the customers.
Obtaining customer feedbacks and connecting to customers through interactive medium are the two latest trends which are being adopted with successful outcomes. Internet plays a crucial role here too which cannot be ignored. Thus more such tools are expected to be adopted by the companies to serve their customers better and gain loyalty.
Completed B tech in Information Technology under West Bengal University of Technology.Currently pursuing Masters in Business Administration(MBA) from Indian Institute of Social Welfare and Business Management(IISWBM),Kolkata with marketing as major specialization and finance as minor specialization. Have penchant for blogging and broadening my learning curve. Like to explore more insight on branding and its nuances. 
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