The release of the Samsung Galaxy Note 7 has been a huge headache for the company and its users. The phones were found to have a tendency to catch fire, which caused the company to announce a recall and refund of phones. In a world that is divided between Apple and basically every other smartphone brand, any mistake, large or small, could cause irreversible damage to the company. Here is a positive and negative that we, as young professionals, can take away from Samsung’s crisis management practices:
The Negative: Make the information stand out on all media outlets
If you visit Samsung’s website, you will see a small banner at the top of the screen that, if clicked on, will direct you to a new page with information and FAQ’s on the Note 7. This banner does not stand out from the site, and is easily able to be clicked away from, almost like an ad. Many users of the website would disregard this, thinking that it is not of importance.
The Positive: Inform consumers that you are readily fixing the situation and care about their well-being
If you are able to get to the information and FAQ section of the website, Samsung does an awesome job of being transparent with their information. They also reiterate how important the customer’s safety is to the company, which can give the public peace of mind.
For more information on the Note 7 recall, visit: http://www.samsung.com/us/note7recall/