2019

Project Name
Post-purchase - Galaxy S10
Objective
Increase Retention and Proud To Own (PTO) amongst Samsung Galaxy S10 owners.
Created a post-purchase brand experience across multiple touchpoints that added delight and reduced customer tensions during onboarding, encouraging
customers to become loyalists and brand advocates.
Tactic
When customers have positive product experiences, they are more likely to re-purchase and advocate for the brand.
The channel mix was selected based on our ability to target the right audience, addressing the right pain points, at the right time, with a variety of content formats.
Rationale
Audience
Galaxy S10 customers
Results
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Increase in NPS scores, above benchmark (Service Satisfaction, Set Up Experience, Owner Experience, Repurchase Intent)
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Above benchmark media performance across all media channels
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Social
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YouTube
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Email
Creative
CREATIVE
























