What do you do when you unveil a new smartphone or app that’s not quite ready to be released, even though you had a firm release date that 100% must meet? This challenging business situation is one Samsung recently found itself in when it botched the launch of its shiny new Samsung Galaxy Fold.
The company designed the Galaxy Fold (a smartphone that uses multiple new technologies and materials to create a display that is flexible enough to fold) and was excitement around it was building up prior to its release. The announcement of its release drew praise from Samsung users and lovers of technologies alike. Due to launch in April 2019, the device was viewed to be one of its potentially greatest products yet.
But a harsh reality set in, and early: Customer feedback delayed the launch and people begun to doubt the product.
Picture it: A young American family booking a flight to a city in another country via Air Canada. Imagine them having to wait for more than 20 minutes before a customer service agent gets on the phone, only to then be transferred to another department.
It seems like, every month, Apple is coming out with a new product or service for its customers to take advantage of, a gadget or a gizmo to “improve” their lives. A steady stream of people visit Apple stores to view, purchase, or try out some of its convenient gadgets hands-on. If you’ve ever walked through a mall where an Apple Store is present, you’ve seen the phenomenon: A mass of people congregating within its glass walls, standing at the product kiosks, handling items with interests and speaking with customer service professionals about the latest and greatest in Apple technology. When you have hundreds of people walking through the doors at any time, one can only imagine the demand on its customer service professionals.
