The Korean mobile giant’s #NoteMyDay campaign, a winner of the Bronze award for Best Use of Social Media in the 2015 DMA Awards, gave their customers some excellent service through the use of social listening.

The agency team at Harte Hanks built a custom tool that found users on Twitter having bad days. This software looked for keywords and phrases that someone would tweet when having a day of adversities and misfortune.

The team behind the initiative then selected certain users to be the recipient of exclusive content, prizes and unique experiences, turning that person’s day around.

By tapping into the authentic thoughts and feelings of its target audience, Samsung was able to step into their lives with grand gestures and an overall message of positivity. The results gained from this were dramatic, earning the brand 225k engagements with the hashtag, trending in 6 countries.

This was strictly a marketing campaign, rather than an actual customer service function. But it does demonstrate how making your customers feel cared for through social media can make a big difference to them and you.

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