What An Exploding Samsung Phone Can Teach Us about Marketing and Reputation
You may have heard, that Samsung has had no end of trouble with their phones recently, because of the batteries exploding. They tried to deal with the problem recalling the phones, and issuing a new model that was supposed to be safe. However these have had issues as well, including one that started smoking on a southwest flight, forcing the plane to land, and the passengers to be evacuated.
Now what can we learn from this? I spoke about it on the small business puzzle podcast which you can find here, however, for the moment let’s bring out a few take-aways.
First, your reputation is everything. If you do not watch what is being said, and respond to it in a timely manner, your bad reputation will sink your brand. Now, Samsung may recover from this, but I guarantee I won’t think of their phones without wondering if they will explode.
Second, Product control is crucial to your business. Whether you are marketing a digital product, or selling a physical one, it doesn’t matter. You need to employ some sort of product control. if you end up selling a product that is junk, the market will let you know about it, and worse for your brand, they will tell others and that goes back to reputation. Going back to the Samsung case, they have decided to end production of the Galaxy note 7, but the PR around this will be something they will have to deal with for a long time to come.
So, what can you do going forward. First, insure that you are delivering the best product you can. A rushed job may get you some quick cash. However if you don’t handle it properly it could put your company out of business.
Next, follow up with users of your product, ask them how you can make the product better.
Third, if there is a problem with your product, do everything in your power to make it right. Even, as it was in the Samsung case, stopping sales of the product if you must. EVEN IF YOU LOSE MONEY.
What do you think? Will this phone disaster hurt Samsung’s brand long term? What else can be learned from this?
You can leave your thoughts below in the comments box.
To your success,