Creating Loyalty in the Digital Age
Due to the shift in communication across digital platforms, an approach to loyalty and retention that relies simply on emails is neglecting a larger portion of the customer relationship. The nature of social media has empowered consumers, presenting marketers with an always-on pipeline to customer chatter. This perspective has uniquely shaped the way that Samsung Mobile US approaches L&R with our advocates, and how we create intrigue with others. By being a true “listener,” Samsung has been able to construct a conversation bridge that influences sentiment, solves customer problems, builds loyalty and ultimately acts as a lead generation tool that drives sales.