Feb 16th, 2011

Samsung Mobile has just announced that they have been awarded the #1 spot in customer loyalty for their 10th consecutive year – they’re only the 8th company to do that, and the first mobile division or company to achieve the feat.

“Samsung is honored once again to retain the Brand Keys customer loyalty distinction for yet another year, a clear sign of our commitment to not only creating innovative products, but to also continuously surpassing customer expectations,” said Dale Sohn, president for Samsung Mobile. “We know that a brand is only as strong as the people who support it, and securing many more decades of brand loyalty leadership is a task Samsung takes very seriously. We look forward to many more years of successfully and diligently meeting our customers’ needs as we continue to grow in the mobile marketplace.”

Brand Keys is the research firm who conducted the study – they are specialists in customer loyalty so they hold a lot of weight. It’s hard to forget that Samsung has a mobile business outside of smartphones, and even within smartphones they aren’t just Android horses. I’d like to see how that study would look if they surveyed the die-hard community of Android fans here and at places like Android Forums and XDA. Full press details ahead.

SAMSUNG MOBILE HONORED AS #1 IN CUSTOMER LOYALTY FOR TENTH CONSECUTIVE YEAR
February 15, 2011

The No.1 U.S. Provider of Mobile Phones Celebrates a Decade of Customer Loyalty Leadership

DALLAS – February 15, 2011 – Samsung Telecommunications America, LLC (Samsung Mobile), the number one mobile provider in the U.S. 1 began 2011 as the winner in cell phone customer loyalty for the tenth year in a row.

According to the 2011 Brand Keys Customer Loyalty Engagement Index SM, Samsung is one of only 8 brands in any category to retain the lead in customer loyalty for an entire decade, and the only handset provider to be awarded the honor for ten consecutive years. The national survey identifies brands that are best able to engage consumers by meeting or exceeding expectations, thus, creating loyal customers. In the cell phone category, consumer preferences were based on wireless phone design and performance.

“Samsung is honored once again to retain the Brand Keys customer loyalty distinction for yet another year, a clear sign of our commitment to not only creating innovative products, but to also continuously surpassing customer expectations,” said Dale Sohn, president for Samsung Mobile. “We know that a brand is only as strong as the people who support it, and securing many more decades of brand loyalty leadership is a task Samsung takes very seriously. We look forward to many more years of successfully and diligently meeting our customers’ needs as we continue to grow in the mobile marketplace.”

Brand Keys is the only research consultancy in the world that specializes in customer loyalty, providing brand-equity measures that accurately predict future consumer behavior. Findings from the index rank brands based on those that consumers felt best met or exceeded their expectations and were most likely to demonstrate the highest levels of consumer loyalty and profitability over the next 12 to 18 months. The Brand Keys Customer Loyalty Engagement Index examines customers’ relationships with 528 brands in 79 categories to paint a detailed picture of the category drivers that engage customers, foster loyalty and drive real profits.

“In a category where expectations regarding technology travel at the speed of the consumer, it’s a real tribute that the Samsung brand has again managed to better meet customer expectations,” noted Robert Passikoff, Brand Keys Founder and President. “Being able to do it for 10 consecutive years seems to be a pretty good indicator of ‘delight.’ Satisfaction has never been more cost-of-entry; delight is the new differentiator, and we offer our congratulations to Samsung.”

For more information about the 2011 Brand Keys Customer Loyalty Awards, please visit www.brandkeys.com/awards.

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