Customer Relationship Management News NewsFactor Sites:       NewsFactor.com     Enterprise Security Today     CRM Daily     Business Report     Sci-Tech Today  
   
Home CRM Systems Customer Service Contact Centers Business Intelligence More Topics...
Build Apps 5x Faster
For Half the Cost Enterprise Cloud Computing
On Force.com
You are here: Home / Customer Service / HTC Boosting Customer Experience
Gartner's #1 for endpoint backup
HTC Eyes Customer Experience and Mobile World Congress
HTC Eyes Customer Experience and Mobile World Congress
By Seth Fitzgerald / CRM Daily Like this on Facebook Tweet this Link thison Linkedin Link this on Google Plus
PUBLISHED:
FEBRUARY
18
2014



With the Mobile World Congress just around the corner, running February 24-27 in Barcelona, many smartphone manufacturers are beginning to provide details regarding new devices and services that will be shown off in full at the annual event. Hundreds of telecom-related companies will be at MWC this year but speculation has been building particularly in relation to HTC Corp.

The Taiwan-based smartphone manufacturer on Tuesday announced its new "HTC Advantage" program, which will provide certain guarantees to its customers, including free replacement of a screen broken within six months of purchase, and Android updates for two years. HTC, which has been struggling financially in recent months, hopes that the HTC Advantage program will improve the customer experience and provide new leverage in the fiercely competitive smartphone market.

Targeting Customer Satisfaction

Although some of its products like the flagship HTC One smartphone are popular, HTC only has a small share of the overall smartphone market, especially when compared with Samsung and Apple. HTC recently made it clear that in 2014 and 2015, it will begin to shift its focus back to less expensive devices. At the same time though, the Advantage program will be used to enhance the company's image with existing and potential customers.

Ed Kuhner, HTC's new vice president of customer experience, said the new Advantage program is about providing the things that any premium smartphone company should be offering.

"Keeping customers happy is something we believe a premium product maker should do," Kuhner said in a statement. "So we commit to continually listening to our customers and developing new, innovative solutions based on customer feedback and addressing their pain points over time -- that's the HTC Advantage."

Other executives at HTC Americas, including President Jason Mackenzie, echoed the points made by Kuhner. Mackenzie said that "carrying that commitment beyond the handset purchase" is something that is necessary if a company wants to ensure that customers remain happy with their purchases.

Kuhner, who has been with HTC since 2006, became VP of customer experience last November, reflecting the company's intent to become more customer-centric. In his new role, Kuhner, explains, he is "responsible for the customer ownership journey from the day that a consumer purchases an HTC product through the day they upgrade to their next HTC product." He points to the HTC Advantage program as key for the company "delivering the best possible customer experience along the way."

Coming Efforts

Most mainstream smartphone companies other than Apple will be exhibiting at Mobile World Congress, which means many interesting announcements could be coming next week. It is still unclear as to whether HTC will use the annual conference to show off any of its devices.

One of the few things that we do know about HTC's plans for MWC 2014 is that it will not be bringing the M8 (HTC One 2) along to the show. Instead, the company's new flagship device is expected to be launched at an event on March 25. Just like when HTC announced the One, the M8 will be unveiled at simultaneous events in London and New York.

When the HTC One was launched in 2013, it was well received and became one of HTC's most popular devices. While the HTC One did not have its first appearance at MWC that year, it still won the show's "Best Mobile Device" award. It will not be able to win any MWC awards this year, but according to HTC, the new flagship will be even better than its predecessor, and consumers will be able to find that out for themselves next month.

Tell Us What You Think
Comment:

Name:

Ratnes:

Posted: 2014-02-21 @ 5:03am PT
HTC needs to improve their customer service. Warranty should include screen and currently it's not covered which is very frustrating eventhough they claim it's gorilla glass.

Like Us on FacebookFollow Us on Twitter
TOP STORIES NOW
MAY BE OF INTEREST
Salesforce.com is the market and technology leader in Software-as-a-Service. Its award-winning CRM solution helps 82,400 customers worldwide manage and share business information over the Internet. Experience CRM success. Click here for a FREE 30-day trial.
MORE IN CUSTOMER SERVICE
Product Information and Resources for Technology You Can Use To Boost Your Business

Network Security Spotlight
Russian Gang with Stolen IDs Hacks Hosting Company
In August, a Russian cyber gang obtained what researchers called “the largest cache of stolen data." Now, those hackers may be putting their ill-gotten gains to criminal use.
 
Dairy Queen Latest Retailer To Report Hack
Known for its hot fries and soft-serve ice cream, Dairy Queen just made cyber history as the latest victim of a hack attack. The fast food chain said that customer data at some stores may be at risk.
 
Lessons from the JPMorgan Chase Cyberattack
JPMorgan Chase is investigating a likely cyberattack. The banking giant is cooperating with law enforcement, including the FBI, to understand what data hackers may have obtained.
 

Enterprise Hardware Spotlight
AMD's New FX Series CPU Breaks Processing Speed Record
The new FX-8370 processor from Advanced Micro Devices has set a record for silicon processor speed, the company announced. Overclocked, the eight-core chip was measured at 8722.78 MHz.
 
Intel Intros Lightning-Fast PC Processors
Call it extreme. Intel just took the covers off its first-ever eight-core desktop processor, which is aimed at hardcore power users who expect more than the status quo from their computers.
 
HP Previews ProLiant Gen9 Data Center Servers
Because traditional data center and server architectures are “constraints” on businesses, HP is releasing new servers aimed at faster, simpler and more cost-effective delivery of computing services.
 

Mobile Technology Spotlight
Rumor Mill Puts Mobile Wallet in iPhone 6
Apple is moving toward the mobile wallet world with its next iPhone. The tech giant has partnered with retailers, banks and major payment networks to make it happen, according to Bloomberg.
 
Will iPhone Finally Catch Up with NFC Mobile Payment Ability?
Apple's latest version of the iPhone may have a mobile wallet to pay for purchases with a tap of the phone. The iPhone 6 reportedly is equipped with near-field communication (NFC) technology.
 
Visual Search To Shop: Gimmick or Game Changing?
Imagine using your phone to snap a photo of the cool pair of sunglasses your friend is wearing and instantly receiving a slew of information about the shades along with a link to order them.
 

Navigation
CRM Daily
Home/Top News | CRM Systems | Customer Service | Contact Centers | Business Intelligence | Sales & Marketing | Customer Data | CRM Press Releases
NewsFactor Network Enterprise I.T. Sites
NewsFactor Technology News | Enterprise Security Today | CRM Daily

NewsFactor Business and Innovation Sites
Sci-Tech Today | NewsFactor Business Report

NewsFactor Services
FreeNewsFeed | Free Newsletters

About NewsFactor Network | How To Contact Us | Article Reprints | Careers @ NewsFactor | Services for PR Pros | Top Tech Wire | How To Advertise

Privacy Policy | Terms of Service
© Copyright 2000-2014 NewsFactor Network. All rights reserved. Article rating technology by Blogowogo. Member of Accuserve Ad Network.