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Encourage Your Customers to Talk with You

Marv Storey, Samsung MSCA, Director Customer & Developer Experience

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Encourage Your Customers to Talk with You

  1. 1. Encourage Your Customers to Talk with You #RelateLive
  2. 2. Marv Storey Samsung MSCA Director Customer & Developer Experience @marvin_storey
  3. 3. Encouraging Customer Interactions
  4. 4. Primary Methods of Call Deflection
  5. 5. Encourage Your Customers to Talk With You
  6. 6. Source: App Retention Based on Proactive Interaction PercentofPeopleRetained Encourage Product Feedback Enjoying Samsung CoolApp?Enjoying Samsung CoolApp? Not Really Yes! Would you mind giving feedback?Would you mind giving feedback? No Thanks Yes! How about rating CoolApp?How about rating CoolApp? No Thanks Yes!
  7. 7. Encourage Content Feedback Source:
  8. 8. 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
  9. 9. Encourage Communal Interaction
  10. 10. Help Us Help You (A Shameless Plug) https://www.samsungdevelopers.com/
  11. 11. #RelateLive

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