myGalaxy & Samsung Members
Working as strategic CRM partner for Samsung UK, Iris identified three key customer retention challenges.
- Owners become more dissatisfied the longer they own their device because Samsung does not provide continuous support
- Owners don't feel proud to own (PTO) because Samsung doesn't trigger an emotional response
- Owners feel disengaged because Samsung doesn't engage regularly enough post-purchase
Iris worked with Samsung UK for 4 years building and managing all aspects of the myGalaxy app retention and loyalty programme. A CRM base of 4.4m customers was nurtured through a range of welcome, in life and upgrade comms. Key indicators of success included customer retention, brand advocates and qualified sales leads to Samsung and its channel partners.