Samsung and WeWork Offer In-Store Space for Consumers to Wait and Work
Ellen Smith — November 6, 2017 — Tech
Samsung and WeWork have partnered to offer consumers one-on-one time with a technician that eliminates the time spent waiting idly for an employee to be free.
Following the model of Apple's Genius Bar, Samsung aimed to create a space in which consumers can meet in person with a support expert to discuss anything relevant. Although convenient, these in-person services often result in long waiting times, as employees have to juggle multiple roles and guests at once. Samsung hopes to disrupt this process by replacing the waiting time with an opportunity for the consumer to do something valuable. By partnering with WeWork, Samsung's technical care centers will offer a workspace for consumers to wait at, in which they can answer emails, make phone calls or get work done until a technical care employee is ready to chat.
This enhanced hospitality provides additional comfort and convenience for anyone who has grown tired of waiting idly in a store.
Following the model of Apple's Genius Bar, Samsung aimed to create a space in which consumers can meet in person with a support expert to discuss anything relevant. Although convenient, these in-person services often result in long waiting times, as employees have to juggle multiple roles and guests at once. Samsung hopes to disrupt this process by replacing the waiting time with an opportunity for the consumer to do something valuable. By partnering with WeWork, Samsung's technical care centers will offer a workspace for consumers to wait at, in which they can answer emails, make phone calls or get work done until a technical care employee is ready to chat.
This enhanced hospitality provides additional comfort and convenience for anyone who has grown tired of waiting idly in a store.
Trend Themes
1. On-demand Support - The trend of offering consumers one-on-one time with a technician to eliminate waiting time and enhance convenience.
2. Workplace Integration - The trend of integrating workspaces into retail environments to provide consumers with productive opportunities while waiting.
3. Enhanced Hospitality - The trend of providing additional comfort and convenience by offering workspace amenities for waiting customers.
Industry Implications
1. Technology - This disruptive innovation opportunity offers a way to enhance customer experience and reduce waiting times in technical support centers.
2. Retail - By integrating workspaces into store premises, retailers can provide additional value to customers, making the waiting experience more productive and enjoyable.
3. Shared Workspace - Shared workspace providers like WeWork have the opportunity to expand their offerings by partnering with brands to create workspace waiting rooms, increasing customer engagement and utilization of their spaces.
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