As the Brand key’s 2013 customer loyalty Engagement Index reported today, Samsung and Apple hit a tie on Laptops, but for a flat-screen TV, Samsung lead, and in the smartphone category, Samsung beat Apple in a big shocker for customer loyalty.
Robert Passikoff, Brand Keys President made it know that this year has a unique record and this is the first time rival Samsung will be beating Apple on smartphones in customer loyalty.
“When Apple was number one, everyone said, ‘Well sure, it’s Apple.’ But the fact is that Samsung always had a larger share of the marketplace.”
Don’t think the event was just a pile of no meaning junkie survey, the Brand Keys customer loyalty index surveys featured 39,000 people sample, and this number makes it eligible to generalize it to the entire US population with confidence as high as 95 percent. And wondering how small or big the difference between the two consumer product makers are? Passikof said there is a “significant difference.”
Being number two does not write you off, but consumers are looking for smart end innovation said Passikof. Apple made the iPad mini because Samsung and other companies came out with their smaller inch tablet.
On the Laptop category, after Samsung and Apple’s tie, Asus came out to be a third laptop vendor on the customer loyalty survey, Sony and Toshiba followed with a tie.
LG took the third on customer loyalty in the smartphone survey following the championship of Samsung and Apple, Nokia, and Sony tied up on number four in position. Motorola, HTC, and BlackBerry followed up to the 8th position.
Amazingly, Amazon shocked Apple in the e-reader category, becoming the first with its Kindle tablet followed by Barnes & Noble’s Nook. Apple, Kobo, and Sony followed in this category of customer loyalty ranking. Although the questionable idea here is that, consumers don’t take the Apple iPad as an e-reader, but as a tablet for general purposes.
Asking Passikof about this, John Koestsier of VentureBeat got this response,
“When we added this category, iPad was never ticked, but later we began to see it show up in the choice its primary product value is not as an e-reader. But we don’t define what products go in which categories: consumers do.”
When Amazon was going to kill Apple completely, it topped the table on the list of “dedicated tablets.” Samsung and Apple also got a tie as second in this category of the customer loyalty survey. Barnes & Noble followed, Acer, Lenovo, and Toshiba tied for the fourth position. This time, Google was recognized, but in the fifth position with Sony.
For real, consumers are a little bit confused about what a tablet and an e-reader are, and a resultant of this was one of the major reasons Apple was not favored in the ranking. Samsung was able to get an upper hand in this year’s Brand Keys customer loyalty Index because of its innovation, and rapid advertisement which showcases more about a company’s positive reputation.
If you will ask me, I will say the price is one of the factors that dropped Apple on the list, making small companies beat it in customer loyalty. People are now seeking alternative products of the best quality as well as with good and considerable rates. Apple is losing out to rivals.
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