myGalaxy & Samsung Members

Working as strategic CRM partner for Samsung UK, Iris identified three key customer retention challenges. 

  1. Owners become more dissatisfied the longer they own their device because Samsung does not provide continuous support 
  2. Owners don't feel proud to own (PTO) because Samsung doesn't trigger an emotional response
  3. 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.

200K to 4.4M
200K to 4.4M
CRM base growth in 4 years
10%
10%
myGalaxy users are 10% more likely to repurchase Samsung than non-users