Future Customer of SAMSUNG

Frequently Asked QuestionsAbout Customer Expectations

• Should a company aim to ‘delight’ the customer?

• How does a company exceed customer service expectations?

• Do customer service expectations continually escalate?

• Is it a better strategy to under-promise and over-deliver?

• How does a service company stay ahead of competition in meeting customer expectations?

94%believe that companies failing to address the technology needs of the consumer will suffer a competitive disadvantage.

What makes a good customer experience?

The ultimate experience• Helpful shopping assistants• Detailed product information• Quick and easy Personalized offers• Immersive, engaging and interactive• Seamless transition between online, mobile and physical

THE STRATEGICROLE OF TECHNOLOGY

• 94% of retailers said they believe that the customer experience of the future will be driven by technology.

• 69% said that they already use technology to differentiate themselves from their competitors.

• 67% of retailers said that they like to be among the first to adopt new technology.

• 41% of retailers are already implementing a strategy for using technology to enhance customer experience.

In all 94% of retailers say that the in-store experience of the future

TECHNOLOGY is at the heart of the EXPERIENCE

What new generation is Expecting

BRINGING THE STORE HOME THE PERFECT FITGIVING SHOPPERS A WARM WELCOMEPUTTING INFORMATION AT THEIR FINGERTIPSMAKING QUEUEING A THING OF THE PASTMAKING SERVICE TO THE DOORSTEPNOT JUST BETTER MORE EFFICIENT TOOEND-TO-END SOLUTIONS

You CAN NOT IGNORE this expectations

• BRINGING THE STORE HOME 75% of consumers research products online before purchasing.

• GIVING SHOPPERS A WARM WELCOME 61% of shoppers believe they are better informed than in-store staff.

• PUTTING INFORMATION AT THEIR FINGERTIPS 36% of shoppers find it useful when stores offer QR codes or barcodes to

scan to get more information.

• MAKING QUEUEING A THING OF THE PAST 68% of lost sales could be recaptured if the store is able to order the item

and have it delivered to the customer’s home.

You CAN NOT IGNORE this expectations

• MAKING SERVICE TO THE DOORSTEP 74% said that “interactive shopping” technology increases footfall, loyalty

and ultimately sales.

• NOT JUST BETTER MORE EFFICIENT TOO 82% of retailers said that investing in technology has helped them make

significant “green” savings.