Panasonic Takes HDTV Customer Service to New Level With Launch of Industry-First Plasma TV Customer Support Program
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Dedicated Live Technical Support and Personalized Services Will Help Optimize Plasma Customers' Experience with HDTV
SECAUCUS, N.J., June 7 // -- With the transition to HDTV in full swing, and worldwide Plasma sales rising 87% in the last quarter(1), Panasonic, the industry leader in Plasma and HDTV, is launching the Panasonic Plasma Concierge(TM) program -- an expanded customer support program for current and new owners of Panasonic Plasma televisions.
"Panasonic believes the nearly three million consumers who are expected to purchase Plasma TVs this year are entitled to extra assistance to ensure they enjoy an easy transition to HDTV and get the full value of their investment," said Andrew Nelkin, Panasonic's Display Group Vice President.
The Panasonic Plasma Concierge program will provide advice and answers to users to help them get on with the experience of enjoying HDTV's benefits. The company is investing more than $15 million in this unique program, including upgrading its customer call center in Chesapeake, Virginia, enhancing its website and taking measures to improve the overall customer experience.
Recognizing that HDTV is still a new technology to many consumers, Panasonic believes that it can help to guide plasma customers through the details of properly enjoying HDTV service. The Panasonic Plasma Concierge program is designed to provide consumers with the tools they need to maximize the performance of their high definition home theater experience.
"We are constantly speaking with consumers to understand their lifestyle needs and concerns," said Mr. Nelkin. "Their feedback has been crucial in the development of the Panasonic Plasma Concierge program. Panasonic has a long- standing reputation as a trusted brand and this program underscores our commitment to the philosophy of taking ideas from life to make them ideas for life."
"When purchasing an HDTV, consumers want to be assured that the manufacturer will stand behind their purchase," said Martin Kono, president of Panasonic Consumer Electronics Company. "They want to know the manufacturer will be there to help them to understand HDTV requirements, help them to properly install their plasma, get the most out of its features and, if it is ever necessary, fix a problem quickly and to their satisfaction. Our consumers deserve that 'peace of mind' and Panasonic is delivering it."
Available immediately to current and future Panasonic Plasma television owners in the United States, the Panasonic Plasma Concierge program will provide customers with a range of valuable owner privileges including:
o Live Access - Free live telephone access to highly trained and specialized Plasma TV consultants who are empowered to help customers resolve issues and provide expert advice on set-up, operation, troubleshooting, integration of the Plasma TV with other home entertainment components, and other support-related issues.
o Priority Service - A Panasonic representative with call you within 24 hours of notification to schedule an in-home service visit.
o Panasonic Plasma Concierge Benefits Card -- Provides customers with all the information they need to quickly get support and access their privileges, including a dedicated toll-free telephone number.
o A range of additional services to be introduced in September are expected to include access to exclusive online content, personalized product information, and online chat capabilities connecting customers to Plasma experts in real time.
"A true concierge is one that customers can rely on to be responsive, proficient and dedicated to optimizing their satisfaction," said Professor Michael Mulvey, Visiting Associate Professor of Marketing, Rutgers Business School.
"From the philosophy to the experts-on-call, the Panasonic Plasma Concierge program delivers bona fide customer service. Like an accomplished concierge, Panasonic assumes a 'make-it-happen' attitude that hints of a delightful experience with the new technology. The program distinguishes Panasonic from its competitors as it provides a new standard of customer care. I admire Panasonic for getting inside the minds and lives of customers to inspire the creation of this innovative program."
Information on the program will be included inside all Plasma television packaging and accessible via the Panasonic website at www.PlasmaConcierge.com.
About Panasonic Consumer Electronics Company
Based in Secaucus, N.J., Panasonic Consumer Electronics Company is a Division of Panasonic Corporation of North America, the principal North American subsidiary of Matsushita Electric Industrial Co. Ltd. (NYSE:MC) and the hub of Panasonic's U.S. marketing, sales, service and R&D operations. Information about Panasonic products is available at www.panasonic.com. Additional company information for journalists is available at www.panasonic.com/pressroom.
According to DisplaySearch
Source: Panasonic Consumer Electronics Company
CONTACT: Jeff Samuels, Panasonic, +1-201-392-4571, samuelsj@us.panasonic.com; Sara Whitman, Peppercom, +1-212-931-6121, swhitman@peppercom.com; Will Safer, Panasonic, +1-201-392-6124, saferw@us.panasonic.com
Web site: www.panasonic.com/
http://www.plasmaconcierge.com/
