Samsung is taking the small steps to build customer loyalty. They are not behaving in an arrogant way, they understood their devastating mistakes. Letters are a good mode of communication, the company used it smartly. It contains their emotions, the customers can relate to that. They can bring powerful devices, but customers can reject them in seconds. The Korean company will get inside the user’s heart, the rebuilding begins from there. Some customers have started to forget it, debacles are hard to ignore though. Samsung successfully pushed it behind and is now marching ahead. One page was dedicated to apology, it really was professional.

Their mission is simple, safe products will be supplied. Serious problems never came before, this is very new. The promise is now broken, Samsung is really sorry. The CEO’s tone is different; he can’t take any more chances. The device will be re-inspected from every angle, tight examination will go on. The movements will be faster, plenty of time is already wasted. They will question every department and get the correct answers. Social media channels are also moving sluggishly, they can’t make big promises now. The remaining customers still trust them, they are the biggest asset. They can’t blame only luck; some other factors also played a role.

The race is so tough that Samsung can’t compromise on any department. The fire’s cause is mysterious, the shipments were fine previously. Mistakes can happen one time, replacements were still not good. Top officials are suspecting about sabotage, internal investigations are going on. If all the departments function perfectly, company’s position goes up automatically.

Some offline methods were taken to clear communication hurdles, e-mails are leaked easily. The lawsuits really scared Samsung, subpoenas are even dangerous. Employees don’t have any problems with these restrictions; they follow every rule. There is no shortage of cooperation; the team’s is not demoralized.