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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

  • Increase in NPS scores, above benchmark (Service Satisfaction, Set Up Experience, Owner Experience, Repurchase Intent)

  • Above benchmark media performance across all media channels

  • Social

  • YouTube

  • Email

Creative

CREATIVE

Galaxy S10 Loyalty Program
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