When it comes to customer service, Samsung stands out—not because they do things the easiest way, but because they’re committed to doing things the right way. Recently ranked number one in multiple categories by American Customer Satisfaction Index (ACSI) for the second year in a row, Samsung’s commitment to customer care is unmatched.
In this episode of The Modern Customer Podcast, Mark Williams, Head of Customer Care at Samsung Electronics America, reveals how the company blends innovation, culture, and leadership to deliver standout customer experiences.
Here’s why Samsung stands out:
- Proactive Care: SmartThings technology identifies issues before they escalate, ensuring problems are resolved seamlessly.
- Empowered Employees: Samsung’s team members love the brand and are passionate about helping customers, creating a culture of care and connection.
- Beyond Boundaries: Samsung’s technicians travel to remote areas to provide service where other companies wouldn’t, ensuring no customer is left behind.
- AI-Powered Multilingual Support: Samsung uses AI to assist Spanish-speaking customers by seamlessly translating text messages into English for agents and back into Spanish for customers. This ensures efficient, inclusive service that adapts to customer needs.
- Multiple Service Channels: Customers can access help through calls, texts, web self-service, and YouTube, ensuring flexibility and convenience.
What truly sets Samsung apart is their culture. Employees are given the tools, training, and freedom to deliver exceptional service—whether it’s traveling miles to help a remote customer through the Beyond Boundaries program or solving a problem with empathy and care.
For Samsung, great CX isn’t just a program—it’s a mindset. By uniting AI innovation with a strong culture of employee empowerment, they’ve proven that technology and human connection can work hand in hand to create experiences that drive loyalty for life.
Key Highlights for Easy Listening:
- 02:44 Samsung’s shift to proactive care
- 08:10 Empowering employees to deliver exceptional service
- 11:36 How AI enhances customer and agent experiences
- 13:28 Samsung’s Beyond Boundaries program
- 20:39 Why Samsung invests in customer experience over cost-cutting
- 22:46 Insights into leadership strategies that focus on lifetime customers
Tune in to discover why customer experience is part of Samsung’s DNA and how their approach creates loyalty for life.
Blake Morgan was called “The Queen of CX” by Meta. She is a customer experience futurist and author of three books on customer experience. Don’t miss her new book, “The Eight Laws of Customer-Focused Leadership.” To learn more visit www.8CXLaws.com.
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