Although millennials in the UAE aspire to pursue their passions, in a fast-paced world driven by their work-centric lifestyles, many end up postponing and not following through with their interests. There are always constant disruptions and a lack of motivation getting in the way.

At the same time, brand communications often don't speak to consumers. Usually, it’s a one-way conversation with the brand telling consumers what they need, instead of showing them why they need it.

Samsung wanted to take a different approach to connect with consumers in a more meaningful way and increase brand love and experience.

As a global leader in technology, Samsung was in the position to empower consumers through its products to achieve their goals.

Knowing that our consumers are overwhelmed with everyday life, and in most cases aren't able to pursue their passions, we decided to reach them and support them directly through their Samsung Galaxy devices.

We launched the "Now Coach" on our existing chat channels to provide direct access to personalized trainings in photography and fitness, through one-on-one conversations with a pro-photographer and a wellness expert, and getting practical tips to try out.

We gamified the journey by giving more experiences to those who made more happen. They got to meet the coaches, who personalized new programs, and gave each of them the latest Galaxy devices (Note10 for photography or Galaxy watch for wellness) so that they could create more.

In the end, we showed that with the right tools and a little motivation, anyone can make more happen.

To develop a meaningful relationship with consumers, we started by looking at what our target audience: young, social-savvy working millennials were interested in, and found they were most passionate about improving their well-being and taking better photos. Knowing how their busy lifestyles can often disrupt and get in the way of their passions, we wanted to reach out to them on a platform that would be convenient and comfortable for them to access to anytime, anywhere. So, we turned our existing chat channel on messenger into a personal space for millennials to reach out to a wellness or photography expert. The strategy was to create a customer journey that would get even more personalized and immersive for the participant as he/she continues the conversation – generating more detailed responses and engagement.

Through out the beginning of 2019, mass digital and social communications targeted our audience.

This started with

1- an open invitation for people to start a conversation. Those who clicked on our ads were directed to our messenger where they could select their interest and start a personal conversation with a wellness or photography coach, also using step-by-step video tips about their passions.

2- Those who interacted and showed more interest were then invited to meet the coaches in person, who personalized tasks and programs based on each individual’s needs and gave them the latest Galaxy devices. Their conversations continued on messenger, and each interaction differed based on each participant’s lifestyle and program. Regular updates were shared with the coaches giving real-time feedback and advice.

3- Finally, we met up with all participants and chronicled their entire journey/story and showcased their transformation on our brand channels.

In the end, what mattered wasn’t just the results:

- Almost 14,000 conversations

- Over 3 million post engagements

- Over 6% increase in brand consideration

- Nearly 5% increase in brand preference

- Nearly 5% increase in brand image

It was about being able to establish real personal connections and drive real convictions in people to act NOW, and we showed that a brand can be human-first in a digital-first world.