How Samsung moved beyond its exploding phonesHow Samsung moved beyond its exploding phonesHow Samsung moved beyond its exploding phones

South Korean electronics giant Samsung is flying high when it prepares to launch the Note 7 smartphone at the end of the 2016 summer.
Samsung, already the world\'s largest maker of smartphones, has turned to phones with larger screens, unlike Apple\'s creativity, its main competitor.
Comments for Note 7a 5. 7-inch, stylus-toting high-
High-end smartphones for workaholics
It was shining before the launch date of August.
Then the disaster happened.
Samsung\'s customers in South Korea reported that Samsung\'s mobile phone caught fire a few weeks after it was released.
Some even exploded. By Sept.
2. the company stopped producing mobile phones and is sending replacements.
Samsung quickly lost $26 billion in the stock market. It got worse. A U. S.
The government then recalled. 12;
The second time was in October, there was the same burning problem with the replacement unit.
Analysts estimate the setback will cost Samsung $17 billion in sales, adding that it will almost certainly kill the Note line if the crisis doesn\'t crash Samsung\'s mobile business.
But now, just 18 months later, Samsung and the rest of the world seem to be dismissive of the crisis.
Next phone call
Galaxy S9 debut in Barcelona on Sunday
It is expected to be the foil for Apple\'s iPhone X.
Much of the talk about it is focused on the quality of the camera, not on the integrity of the battery.
Somehow, Samsung for the last two years
This is also Jay Y, the company\'s de facto chairman.
Lee was arrested in a bribery scandal that led to the departure of South Korean president.
Not its destruction.
Sales have rebounded.
The electronics company made a record $50 billion in profits last year.
Experts say many factors
Including Samsung\'s crisis response, its position in the global smartphone market, and a good time for the worst news --
Helping it out of a crisis that could have set it back for years or even put it in trouble.
\"I have a word to describe Samsung,\" said Thomas Cook, a professor at Georgetown University\'s McDonough Business School . \". \"Teflon.
\"The battery problem caught Samsung off guard because it had the biggest smartphone recall in history --2.
5 million mobile phones, including 1 million in the United States.
Samsung\'s initial response to the battery crisis could become a \"case study of what not to do,\" Cook said \".
Consumer Reports and the United StatesS.
The government has criticized Samsung\'s first steps, including a statement warning phones of \"battery problems\" but not saying they could explode.
Samsung\'s communication with US customers is also bad, probably because it works together, says creative strategy analyst Julie Lina Milanesi
Coordinate with headquarters on the other side of the world.
\"There was a disaster right away and then it turned into a mess,\" she said . \".
While outside calls for more information, Samsung\'s U. S.
Executives have isolated 40 employees at their headquarters in Ridgefield Park, New York. J.
Tim Baxter, Samsung\'s North American chief executive, said.
He said: \"I haven\'t slept much for 120 days . \"
\"Sometimes we feel like we\'re in the bunker.
\"There, Samsung executives began to unravel all the complicated processes of launching the phone, together
Video Conference coordination with Korea\'s global headquarters.
The engineers took the phone apart to find out the problem.
Staff spoke to government regulators about threats to consumer safety.
The lawyers are prepared for the lawsuit of the person who was burned down by the equipment.
Others talked to mobile operators about how to retrieve the phones that have been sold.
Samsung had to ask retailers to withdraw from the shelves and ship their phones
This has been banned from all the United States. S. air travel —
Back to Samsung.
Everyone is trying to win the trust of consumers who have seen the social virus
Media video of the smartphone explosion.
\"We basically live in a war room, a meeting room for 120 days,\" Baxter said . \".
The working day usually ends at four in the morning. m. or 5 a. m.
He said that sometimes he will come back at 6 in the morning. m.
\"During that time, we learned more about teamwork --
Operating almost as a start-up.
\"More than I have experienced,\" he said . \"
Justin Denison, Samsung\'s senior vice president of mobile product marketing in North America, said the first step was to find out what made the phone explode.
\"Actually, it can take a few weeks to pick up the device and finish it,\" Denison said . \".
No computer tomography (CT)scan —
The kind of scan that the doctor will use in the physical examination --
It\'s hard to say if there\'s an internal problem with the battery.
Samsung said it did not disclose the cause of the fire until January, after 700 engineers tested more than 200,000 devices and 30,000 batteries in an internal survey.
Samsung said the recall cost $5.
3 billion collect equipment and establish testing facilities.
It requires three independent security auditors
UL, index and TUV Rhine-to investigate.
In the end, they found that some factories were stuffed with batteries when they were too small for them, causing them to curl and fail.
To prevent this from happening again, Samsung has set up a battery advisory group that includes academics from Cambridge University, Stanford University and the University of California, as well as battery Consulting.
It also adds new tests to find the point of failure
Remove the battery to prevent leakage and perform a visual inspection of each battery.
Since the release of the Note 7, Samsung has launched two major smartphones, the Galaxy S8 and the Note 8.
Neither company has a similar battery problem.
Samsung was aggressive in the recall.
It develops software that makes Note 7 s unusable, so the customer will not try to keep them.
It sends messages directly to the owner via Verizon and AT&T.
\"We urge you to stop using Note 7, upgrade it to another device and return the Note 7 to us,\" Verizon wrote in an article . \".
At the airport where the Federal Aviation Administration asked the gate agent to warn passengers that the phone was banned from flying, it even reached the owner of Note 7.
Milanesi said this could be the most disruptive part of the recall, as it played Samsung\'s plight outside of its own customers.
Fight against normal people;
\"It\'s not safe for any Joe to hear this call while on vacation,\" she said . \". Trade-
To control its information and reduce the number of angry customers arrested at gates, Samsung has established trade
At the booth at the main airport(
How does Baxter feel about it?
\"Fortunately, I didn\'t travel much at the time,\" he said carefully. )
But these efforts seem to help Samsung achieve the grand goal of getting every phone back.
Baxter said that 99 of Samsung\'s Note 7 phones sold in the United States are Samsung\'s collection. S.
It received 96 cents in three months.
\"We are still trying to get 1 cent today,\" Baxter said . \".
\"We have reduced our resources in this area, but we still have people working in this area.
\"Even those who criticize Samsung\'s initial response believe it is commendable that the company is facing a failure.
\"In the end, they took great pains to understand the fact that it was their fault,\" said Ramon Lamas, a researcher at IDC . \".
Cook said that Samsung has a specific proportion of things like fast-
Casual Restaurant in the face of food outbreaks-
Sick that year.
First of all, it\'s easier to find different burrito joints than to switch apps, contacts and photos to a new system.
Samsung\'s competitors have not taken advantage of the crisis, which has also helped.
Apple\'s iPhone 7 and iPhone 7 Plus are not very successful.
According to IDC, Samsung is still the biggest seller of smartphones in 2016 and 2017.
Google launched Pixel phones shortly after the recall.
According to IDC, only about 1 million phones were sold by the end of this year.
Llamas said the report accounts for about 10 per cent of the company\'s smartphone sales and is only a drop in the ocean in terms of the number of other products produced by Samsung, including televisions, refrigerators, etc.
Its most profitable business is actually a smartphone chip sold to Apple for the iphone.
He also said Samsung\'s mobile phone business has benefited because it is part of a large corporate group.
The total assets of larger companies are equal to 1-
South Korea is fifth in gross domestic product.
This scale has served as a buffer for the brand\'s reputation.
\"I can still turn on the Samsung TV without a problem,\" he said . \".
Samsung\'s dilemma has largely nothing to do with a large number of TVs, dishwashers, microwave ovens and computer monitors that also have their own names. (
In January 2018, Samsung said it expects to have 1 billion connected devices in the market by 2020. )
Milanesi said Samsung may also help itself by actively promoting the next product.
\"One reaction may be to control it,\" she said . \" She refers to the speed at which Samsung releases its products.
But, she said, the audience is not like this note --a tech-
Consumer savvy niche
Will want.
\"Our Note owners are clearly our most loyal users,\" Baxter said . \".
Communicating with them is a top priority, he said, and Samsung uses email addresses collected from phone registrations to provide consumers with the opportunity to get direct updates from the company.
Baxter said 10,000 people eventually signed up for a two-month update.
Opening up could be a turning point.
\"Samsung has reason to be criticized because it is slow to move on how and when to replace a faulty phone.
But it also did something amazing: they found a way to quickly change their phones, \"said Eric Ross, a crisis communication expert at Los Angeles public relations company engander Knabe & Allen.
Consumers also have short memories.
YouGov, a brand index company that asked consumers about their trust and respect for the company, found in October that Samsung\'s reputation score was the same as Apple\'s.
Samsung beat Apple with a comprehensive advantage.
The screen smartphone Galaxy S8 sets the design language for a new generation of phones.
\"At the end of the day, it fully proves that good products will overcome some of the flaws along the way,\" Cook said . \".
\"Case studies will be their failure, but it has a complete ending.
\"Washington post\" South Korean electronics giant Washington post samsung is ready to fly very high when the Note 7 smartphone is launched at the end of the 2016 summer.
Samsung, already the world\'s largest maker of smartphones, has turned to phones with larger screens, unlike Apple\'s creativity, its main competitor.
Comments for Note 7a 5. 7-inch, stylus-toting high-
High-end smartphones for workaholics
It was shining before the launch date of August.
Then the disaster happened.
Samsung\'s customers in South Korea reported that Samsung\'s mobile phone caught fire a few weeks after it was released.
Some even exploded. By Sept.
2. the company stopped producing mobile phones and is sending replacements.
Samsung quickly lost $26 billion in the stock market. It got worse. A U. S.
The government then recalled. 12;
The second time was in October, there was the same burning problem with the replacement unit.
Analysts estimate the setback will cost Samsung $17 billion in sales, adding that it will almost certainly kill the Note line if the crisis doesn\'t crash Samsung\'s mobile business.
But now, just 18 months later, Samsung and the rest of the world seem to be dismissive of the crisis.
Next phone call
Galaxy S9 debut in Barcelona on Sunday
It is expected to be the foil for Apple\'s iPhone X.
Much of the talk about it is focused on the quality of the camera, not on the integrity of the battery.
Somehow, Samsung for the last two years
This is also Jay Y, the company\'s de facto chairman.
Lee was arrested in a bribery scandal that led to the departure of South Korean president.
Not its destruction.
Sales have rebounded.
The electronics company made a record $50 billion in profits last year.
Experts say many factors
Including Samsung\'s crisis response, its position in the global smartphone market, and a good time for the worst news --
Helping it out of a crisis that could have set it back for years or even put it in trouble.
\"I have a word to describe Samsung,\" said Thomas Cook, a professor at Georgetown University\'s McDonough Business School . \". \"Teflon.
\"The battery problem caught Samsung off guard because it had the biggest smartphone recall in history --2.
5 million mobile phones, including 1 million in the United States.
Samsung\'s initial response to the battery crisis could become a \"case study of what not to do,\" Cook said \".
Consumer Reports and the United StatesS.
The government has criticized Samsung\'s first steps, including a statement warning phones of \"battery problems\" but not saying they could explode.
Samsung\'s communication with US customers is also bad, probably because it works together, says creative strategy analyst Julie Lina Milanesi
Coordinate with headquarters on the other side of the world.
\"There was a disaster right away and then it turned into a mess,\" she said . \".
While outside calls for more information, Samsung\'s U. S.
Executives have isolated 40 employees at their headquarters in Ridgefield Park, New York. J.
Tim Baxter, Samsung\'s North American chief executive, said.
He said: \"I haven\'t slept much for 120 days . \"
\"Sometimes we feel like we\'re in the bunker.
\"There, Samsung executives began to unravel all the complicated processes of launching the phone, together
Video Conference coordination with Korea\'s global headquarters.
The engineers took the phone apart to find out the problem.
Staff spoke to government regulators about threats to consumer safety.
The lawyers are prepared for the lawsuit of the person who was burned down by the equipment.
Others talked to mobile operators about how to retrieve the phones that have been sold.
Samsung had to ask retailers to withdraw from the shelves and ship their phones
This has been banned from all the United States. S. air travel —
Back to Samsung.
Everyone is trying to win the trust of consumers who have seen the social virus
Media video of the smartphone explosion.
\"We basically live in a war room, a meeting room for 120 days,\" Baxter said . \".
The working day usually ends at four in the morning. m. or 5 a. m.
He said that sometimes he will come back at 6 in the morning. m.
\"During that time, we learned more about teamwork --
Operating almost as a start-up.
\"More than I have experienced,\" he said . \"
Justin Denison, Samsung\'s senior vice president of mobile product marketing in North America, said the first step was to find out what made the phone explode.
\"Actually, it can take a few weeks to pick up the device and finish it,\" Denison said . \".
No computer tomography (CT)scan —
The kind of scan that the doctor will use in the physical examination --
It\'s hard to say if there\'s an internal problem with the battery.
Samsung said it did not disclose the cause of the fire until January, after 700 engineers tested more than 200,000 devices and 30,000 batteries in an internal survey.
Samsung said the recall cost $5.
3 billion collect equipment and establish testing facilities.
It requires three independent security auditors
UL, index and TUV Rhine-to investigate.
In the end, they found that some factories were stuffed with batteries when they were too small for them, causing them to curl and fail.
To prevent this from happening again, Samsung has set up a battery advisory group that includes academics from Cambridge University, Stanford University and the University of California, as well as battery Consulting.
It also adds new tests to find the point of failure
Remove the battery to prevent leakage and perform a visual inspection of each battery.
Since the release of the Note 7, Samsung has launched two major smartphones, the Galaxy S8 and the Note 8.
Neither company has a similar battery problem.
Samsung was aggressive in the recall.
It develops software that makes Note 7 s unusable, so the customer will not try to keep them.
It sends messages directly to the owner via Verizon and AT&T.
\"We urge you to stop using Note 7, upgrade it to another device and return the Note 7 to us,\" Verizon wrote in an article . \".
At the airport where the Federal Aviation Administration asked the gate agent to warn passengers that the phone was banned from flying, it even reached the owner of Note 7.
Milanesi said this could be the most disruptive part of the recall, as it played Samsung\'s plight outside of its own customers.
Fight against normal people;
\"It\'s not safe for any Joe to hear this call while on vacation,\" she said . \". Trade-
To control its information and reduce the number of angry customers arrested at gates, Samsung has established trade
At the booth at the main airport(
How does Baxter feel about it?
\"Fortunately, I didn\'t travel much at the time,\" he said carefully. )
But these efforts seem to help Samsung achieve the grand goal of getting every phone back.
Baxter said that 99 of Samsung\'s Note 7 phones sold in the United States are Samsung\'s collection. S.
It received 96 cents in three months.
\"We are still trying to get 1 cent today,\" Baxter said . \".
\"We have reduced our resources in this area, but we still have people working in this area.
\"Even those who criticize Samsung\'s initial response believe it is commendable that the company is facing a failure.
\"In the end, they took great pains to understand the fact that it was their fault,\" said Ramon Lamas, a researcher at IDC . \".
Cook said that Samsung has a specific proportion of things like fast-
Casual Restaurant in the face of food outbreaks-
Sick that year.
First of all, it\'s easier to find different burrito joints than to switch apps, contacts and photos to a new system.
Samsung\'s competitors have not taken advantage of the crisis, which has also helped.
Apple\'s iPhone 7 and iPhone 7 Plus are not very successful.
According to IDC, Samsung is still the biggest seller of smartphones in 2016 and 2017.
Google launched Pixel phones shortly after the recall.
According to IDC, only about 1 million phones were sold by the end of this year.
Llamas said the report accounts for about 10 per cent of the company\'s smartphone sales and is only a drop in the ocean in terms of the number of other products produced by Samsung, including televisions, refrigerators, etc.
Its most profitable business is actually a smartphone chip sold to Apple for the iphone.
He also said Samsung\'s mobile phone business has benefited because it is part of a large corporate group.
The total assets of larger companies are equal to 1-
South Korea is fifth in gross domestic product.
This scale has served as a buffer for the brand\'s reputation.
\"I can still turn on the Samsung TV without a problem,\" he said . \".
Samsung\'s dilemma has largely nothing to do with a large number of TVs, dishwashers, microwave ovens and computer monitors that also have their own names. (
In January 2018, Samsung said it expects to have 1 billion connected devices in the market by 2020. )
Milanesi said Samsung may also help itself by actively promoting the next product.
\"One reaction may be to control it,\" she said . \" She refers to the speed at which Samsung releases its products.
But, she said, the audience is not like this note --a tech-
Consumer savvy niche
Will want.
\"Our Note owners are clearly our most loyal users,\" Baxter said . \".
Communicating with them is a top priority, he said, and Samsung uses email addresses collected from phone registrations to provide consumers with the opportunity to get direct updates from the company.
Baxter said 10,000 people eventually signed up for a two-month update.
Opening up could be a turning point.
\"Samsung has reason to be criticized because it is slow to move on how and when to replace a faulty phone.
But it also did something amazing: they found a way to quickly change their phones, \"said Eric Ross, a crisis communication expert at Los Angeles public relations company engander Knabe & Allen.
Consumers also have short memories.
YouGov, a brand index company that asked consumers about their trust and respect for the company, found in October that Samsung\'s reputation score was the same as Apple\'s.
Samsung beat Apple with a comprehensive advantage.
The screen smartphone Galaxy S8 sets the design language for a new generation of phones.
\"At the end of the day, it fully proves that good products will overcome some of the flaws along the way,\" Cook said . \".
\"Case studies will be their failure, but it has a complete ending.
\"Washington post\" South Korean electronics giant Washington post samsung is ready to fly very high when the Note 7 smartphone is launched at the end of the 2016 summer.
Samsung, already the world\'s largest maker of smartphones, has turned to phones with larger screens, unlike Apple\'s creativity, its main competitor.
Comments for Note 7a 5. 7-inch, stylus-toting high-
High-end smartphones for workaholics
It was shining before the launch date of August.
Then the disaster happened.
Samsung\'s customers in South Korea reported that Samsung\'s mobile phone caught fire a few weeks after it was released.
Some even exploded. By Sept.
2. the company stopped producing mobile phones and is sending replacements.
Samsung quickly lost $26 billion in the stock market. It got worse. A U. S.
The government then recalled. 12;
The second time was in October, there was the same burning problem with the replacement unit.
Analysts estimate the setback will cost Samsung $17 billion in sales, adding that it will almost certainly kill the Note line if the crisis doesn\'t crash Samsung\'s mobile business.
But now, just 18 months later, Samsung and the rest of the world seem to be dismissive of the crisis.
Next phone call
Galaxy S9 debut in Barcelona on Sunday
It is expected to be the foil for Apple\'s iPhone X.
Much of the talk about it is focused on the quality of the camera, not on the integrity of the battery.
Somehow, Samsung for the last two years
This is also Jay Y, the company\'s de facto chairman.
Lee was arrested in a bribery scandal that led to the departure of South Korean president.
Not its destruction.
Sales have rebounded.
The electronics company made a record $50 billion in profits last year.
Experts say many factors
Including Samsung\'s crisis response, its position in the global smartphone market, and a good time for the worst news --
Helping it out of a crisis that could have set it back for years or even put it in trouble.
\"I have a word to describe Samsung,\" said Thomas Cook, a professor at Georgetown University\'s McDonough Business School . \". \"Teflon.
\"The battery problem caught Samsung off guard because it had the biggest smartphone recall in history --2.
5 million mobile phones, including 1 million in the United States.
Samsung\'s initial response to the battery crisis could become a \"case study of what not to do,\" Cook said \".
Consumer Reports and the United StatesS.
The government has criticized Samsung\'s first steps, including a statement warning phones of \"battery problems\" but not saying they could explode.
Samsung\'s communication with US customers is also bad, probably because it works together, says creative strategy analyst Julie Lina Milanesi
Coordinate with headquarters on the other side of the world.
\"There was a disaster right away and then it turned into a mess,\" she said . \".
While outside calls for more information, Samsung\'s U. S.
Executives have isolated 40 employees at their headquarters in Ridgefield Park, New York. J.
Tim Baxter, Samsung\'s North American chief executive, said.
He said: \"I haven\'t slept much for 120 days . \"
\"Sometimes we feel like we\'re in the bunker.
\"There, Samsung executives began to unravel all the complicated processes of launching the phone, together
Video Conference coordination with Korea\'s global headquarters.
The engineers took the phone apart to find out the problem.
Staff spoke to government regulators about threats to consumer safety.
The lawyers are prepared for the lawsuit of the person who was burned down by the equipment.
Others talked to mobile operators about how to retrieve the phones that have been sold.
Samsung had to ask retailers to withdraw from the shelves and ship their phones
This has been banned from all the United States. S. air travel —
Back to Samsung.
Everyone is trying to win the trust of consumers who have seen the social virus
Media video of the smartphone explosion.
\"We basically live in a war room, a meeting room for 120 days,\" Baxter said . \".
The working day usually ends at four in the morning. m. or 5 a. m.
He said that sometimes he will come back at 6 in the morning. m.
\"During that time, we learned more about teamwork --
Operating almost as a start-up.
\"More than I have experienced,\" he said . \"
Justin Denison, Samsung\'s senior vice president of mobile product marketing in North America, said the first step was to find out what made the phone explode.
\"Actually, it can take a few weeks to pick up the device and finish it,\" Denison said . \".
No computer tomography (CT)scan —
The kind of scan that the doctor will use in the physical examination --
It\'s hard to say if there\'s an internal problem with the battery.
Samsung said it did not disclose the cause of the fire until January, after 700 engineers tested more than 200,000 devices and 30,000 batteries in an internal survey.
Samsung said the recall cost $5.
3 billion collect equipment and establish testing facilities.
It requires three independent security auditors
UL, index and TUV Rhine-to investigate.
In the end, they found that some factories were stuffed with batteries when they were too small for them, causing them to curl and fail.
To prevent this from happening again, Samsung has set up a battery advisory group that includes academics from Cambridge University, Stanford University and the University of California, as well as battery Consulting.
It also adds new tests to find the point of failure
Remove the battery to prevent leakage and perform a visual inspection of each battery.
Since the release of the Note 7, Samsung has launched two major smartphones, the Galaxy S8 and the Note 8.
Neither company has a similar battery problem.
Samsung was aggressive in the recall.
It develops software that makes Note 7 s unusable, so the customer will not try to keep them.
It sends messages directly to the owner via Verizon and AT&T.
\"We urge you to stop using Note 7, upgrade it to another device and return the Note 7 to us,\" Verizon wrote in an article . \".
At the airport where the Federal Aviation Administration asked the gate agent to warn passengers that the phone was banned from flying, it even reached the owner of Note 7.
Milanesi said this could be the most disruptive part of the recall, as it played Samsung\'s plight outside of its own customers.
Fight against normal people;
\"It\'s not safe for any Joe to hear this call while on vacation,\" she said . \". Trade-
To control its information and reduce the number of angry customers arrested at gates, Samsung has established trade
At the booth at the main airport(
How does Baxter feel about it?
\"Fortunately, I didn\'t travel much at the time,\" he said carefully. )
But these efforts seem to help Samsung achieve the grand goal of getting every phone back.
Baxter said that 99 of Samsung\'s Note 7 phones sold in the United States are Samsung\'s collection. S.
It received 96 cents in three months.
\"We are still trying to get 1 cent today,\" Baxter said . \".
\"We have reduced our resources in this area, but we still have people working in this area.
\"Even those who criticize Samsung\'s initial response believe it is commendable that the company is facing a failure.
\"In the end, they took great pains to understand the fact that it was their fault,\" said Ramon Lamas, a researcher at IDC . \".
Cook said that Samsung has a specific proportion of things like fast-
Casual Restaurant in the face of food outbreaks-
Sick that year.
First of all, it\'s easier to find different burrito joints than to switch apps, contacts and photos to a new system.
Samsung\'s competitors have not taken advantage of the crisis, which has also helped.
Apple\'s iPhone 7 and iPhone 7 Plus are not very successful.
According to IDC, Samsung is still the biggest seller of smartphones in 2016 and 2017.
Google launched Pixel phones shortly after the recall.
According to IDC, only about 1 million phones were sold by the end of this year.
Llamas said the report accounts for about 10 per cent of the company\'s smartphone sales and is only a drop in the ocean in terms of the number of other products produced by Samsung, including televisions, refrigerators, etc.
Its most profitable business is actually a smartphone chip sold to Apple for the iphone.
He also said Samsung\'s mobile phone business has benefited because it is part of a large corporate group.
The total assets of larger companies are equal to 1-
South Korea is fifth in gross domestic product.
This scale has served as a buffer for the brand\'s reputation.
\"I can still turn on the Samsung TV without a problem,\" he said . \".
Samsung\'s dilemma has largely nothing to do with a large number of TVs, dishwashers, microwave ovens and computer monitors that also have their own names. (
In January 2018, Samsung said it expects to have 1 billion connected devices in the market by 2020. )
Milanesi said Samsung may also help itself by actively promoting the next product.
\"One reaction may be to control it,\" she said . \" She refers to the speed at which Samsung releases its products.
But, she said, the audience is not like this note --a tech-
Consumer savvy niche
Will want.
\"Our Note owners are clearly our most loyal users,\" Baxter said . \".
Communicating with them is a top priority, he said, and Samsung uses email addresses collected from phone registrations to provide consumers with the opportunity to get direct updates from the company.
Baxter said 10,000 people eventually signed up for a two-month update.
Opening up could be a turning point.
\"Samsung has reason to be criticized because it is slow to move on how and when to replace a faulty phone.
But it also did something amazing: they found a way to quickly change their phones, \"said Eric Ross, a crisis communication expert at Los Angeles public relations company engander Knabe & Allen.
Consumers also have short memories.
YouGov, a brand index company that asked consumers about their trust and respect for the company, found in October that Samsung\'s reputation score was the same as Apple\'s.
Samsung beat Apple with a comprehensive advantage.
The screen smartphone Galaxy S8 sets the design language for a new generation of phones.
\"At the end of the day, it fully proves that good products will overcome some of the flaws along the way,\" Cook said . \".
\"Case studies will be their failure, but it has a complete ending.