Case Study: Samsung builds lifelong customer loyalty with Savanta customer journey mapping

Samsung builds lifelong loyalty over a 3-year program with Savanta

Samsung's UK consumer durable and tech business faced the challenge of building lifelong customer loyalty. They partnered with Savanta to design a scalable approach to identify and optimize customer journeys throughout the full product lifecycle, aiming to increase customer lifetime value.

Savanta implemented a solution using customer journey mapping from both business and consumer perspectives. Their method involved qualitative research and stakeholder interviews to establish customer-focused measures. This was supplemented with an ongoing quantitative research program for tracking and competitor benchmarking. The program is in its first year and is already tracking improvements across two product categories, with the approach being scaled further to drive commercial improvement and greater customer lifetime value.

Samsung