Author: Mukesh Gupta

Customer Engagement

What more can RadioOne do?

I wrote about the great campaign that Radio Oneexecuted recently to re-define their playlist by creating a user driven musicpanel. They are also engaging other users (via contests) to validate the new playlist byoffering a 1000INR gift voucher or cash prize for listeners who are able tocorrectly predict the song which did not make it to the playlist. Now, Radio one has an opportunity to take theircustomer engagement to the next level. Instead of just offering cash rewards(or equivalent), they should also start offering social currency to all theirlisteners. Let me explain: Radio One currently has a Facebook fan group, […]

Customer Engagement

Re-inventing Customer Loyalty Programs

There has been enough being said and discussed about the customer loyalty programs and what works and what does not. Maggie Starvish in his article titled Customer Loyalty Programs That Work, argues that customer engagement is the key in successful loyaltyprograms in Retail industry. This interesting Infographic talks about the connection between customer loyalty programs and social media and how together they can become a potent combination. In this video, Second-generation vintner John Jordan reflects on the creation of Jordan Estate Rewards. Through exclusive, intimate experiences, Jordan Estate Rewards membership creates lasting wine country memories — such as lunch in their dining room, fishing on Jordan […]

Customer Engagement

Engaging with your customers – The Radio One way

Recently, Radio One (FM Radio channel in Bangalore,playing Bollywood music) completed a unique experiment to clean-up their playlist.Business as usual would have been to hire some experts in music and asking themto rate and decide which songs will remain in the playlist and which will beremoved, or conducting a market research to understand the preferences of theircustomers and deciding the final playlist. Instead, Radio One conducted a series of events andcompetitions to enlist about 600 of their ardent listeners to come together andform a music panel. This panel then decided the new playlist. Then they are nowusing this concept further […]

Customer Engagement

AUDI – Managing customer expectations?

I was at the UB city mall a couple of days back and was amazed at the brand new Audi E5 which was displayed at the mall. Right next to the car, there was a big poster asked prospective customers to SMS AUDI to 561611 for more information about the car. In my enthusiasm to know more about the same, I immediately complied and sent an SMS to the number mentioned on the poster.I was then waiting impatiently for either a SMS response or for someone at the AUDI dealership to call me and explain all the great new features […]

Strategy

HCL is Obsolete Now, Says CEO Vineet Nayar

This is a bold statement to make for a CEO of a billion $ organization. It is also a provocative statement. What follows could determine the future of the organization. Any change process starts with instilling a sense of urgency within the organization that there is something that needs to change and it needs to change now. I think that is exactly what Vineet is trying to do within his organization. Next steps that HCL could take could be Identify and name a change champion high up in the organization who will be responsible to channelize all the energy that […]