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Encourage Your Customers to Talk with You
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Marv StoreySamsung MSCADirector Customer & Developer Experience@marvin_storey
Encouraging Customer Interactions
Primary Methods of Call Deflection
Encourage Your Customers to Talk With You
Source:
App Retention Based on Proactive Interaction
Per
cent
of P
eopl
e R
etai
ned
Encourage Product Feedback Enjoying Samsung
CoolApp?Not Really Yes!
Would you mind giving feedback?
No Thanks Yes!
How about rating CoolApp?
No Thanks Yes!
Encourage Content Feedback
Source:
Encourage 1 to 1 Communication 1-5%
Customers Will Contact
You(5–10% B2B)
You can only solve
the problems
that you are aware of!
Source: John A Goodman, “Customer Experience 3.0”, AMACOM, 2014
Encourage Communal Interaction
Help Us Help You (A Shameless Plug)
https://www.samsungdevelopers.com/
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