Samsung Members Star - Next level Community Engagement at KX

[Obsydian]

A huge thank you to @SocietyGirl and @Lucy C, for inviting me to Samsung internal end of year CX Customer Experience workshop and join a panel of 5 discussion.

Insights from all the various EU Samsung leaders representing all areas of the CX. No details, as Stars we get access to exclusive snippets so it is only right and fair to no disclose anything sensitive.

So what was the point of me sitting on a panel of 5, talking about CX.

Simply put they wanted to ask and learn about our amazing Community and what are these Stars 🌟

It reminded me of a Samsung workshop at Gamescom @Charlotte B again senior staff asking all the EU Stars in attendance, what they think about the community, what else, future tools.

So it was awesome to be asked, but then the Samsung team came back quickly with a summary and actions they will take away.

Today's event was off the scale, to sit with all Samsung repair partners, in front of all the Samsung CX team, answering the questions below and not pulling any punches.

Respect to the TMT Lead, he came found me and spent the whole break wanting feedback but also insights to the difficulties they face and metrics as to how high the TrustPilot satisfaction is, a very passionate dude.

Lastly sat through their 2025 strategy, sorry not telling you except it is super focused on the Customer Experience.

FOR INFO QUESTIONS I ANSWERED
Q3. What does an excellent customer experience look like to you?

Q10. You’re interacting with hundreds of customers monthly – can you give us some trends and insights into what our customers talk about?

Q11. Since you started as a Members Star what changes have you seen in the community at Samsung?

Q12. And following on from that - what would you like to see more of or change to improve customer experience?

Q13. One line from everyone on what they are most looking forward to in 2025?

[Ferenc75]

Wow, amazing. Very interesting

[JAMES4578]

@Obsydian Great to be invited, looks like it was very productive and hopefully points raised will be taken on Board.

[Piper123]

Amazeballs 👍🫠👍

Customer Service is probably joint top of the issues faced by customers (the other being software faults / updates).

Samsung need to take blue sky thinking to the entire process from before the customer orders through to the delivery system.

Most companies offer next day delivery. Why does Samsung not do this? It is extremely hit and miss about deliveries and this isn't acceptable.

But it is great to hear that they get it and want to listen to customers on these subjects. 👍

[Obsydian]

Here are all the plans 😂

[Obsydian]

Had to recalibrate myself as expected a more staged format, not a join in our internal management and team all hands meeting.

[Obsydian]

I might lose my Stars 🌟 badge (just joking), but I was asked a question and answer customer service needs to look at a seamless repair like APPLE 😮 think i should have dropped my microphone and leg it, so truly bowled over the TMT Lead came and wanted to talk, not makes excuses but explain and also understand our PoV.

As they say, always two sides to every story, and I left very impressed.

[Obsydian]

Most of the repairs partners maybe felt uncomfortable as I didn't pull any punches, but this is what I call proper CX, listen to all voices.

Bear in mind yes when things go wrong it's mega frustrating, but it is probably 1% of customers affected.

[-Robot-]

Did you get his card incase we need to call a favour in?

[lminvti]

This is really interesting @Obsydian glad you been invited, hope they took some notes, and show improvements in near future, glad you mentioned that they should look at apples repairs systems, and other issues were raised.