Page 8 - Short Cases 1 Galaxy Note 7 Samsung Resurection Teaching Note

Customer, Reputation, Vision and Redemption

Actions

Knowing your customer is crucial to the success of any

business. It would appear that Samsung had lost sight of

its customers and their aspirations which colour the

company’s vision, mission and strategy.

Anything that causes physical or
It still calls 911
psychological distress is likely to
have a detrimental impact on the

bottom line whether it is through
non-repeat business, poor reviews,

or simple avoidance.

Airline decisions to ban the Galaxy Note 7 had serious

ramifications for the company. "Those announcements are

probably being made on every flight on every airline. People
that fly tend to be active in business. Not only will they be

using phones like that, they may well be making decisions for

a lot of people who buy phones." (1)