Category: Customer Engagement

Customer Engagement, Marketing

Are Twitter Contests the Next Big thing in Customer Engagement?

In the last 2 weeks, I have seen a flurry of twitter contests being run by various brands, including news channels (ABP News), Software Marketers, Film studios, Fashion brands, TV stations, Online retailers, Comedy shows and a lot more. The common themes in all these contests were: –       You are enticed to participate in the competition via the possibility to win a gift coupon or some sort of prize –       You are required to follow the brand’s twitter ID. –       You are required to answer a set of questions and retweet the questions to your followers In my opinion, the […]

Customer Engagement

Your call is very important to us. Please stay on the call.

How many times have we heard this and felt the exact opposite. I hate listening to some automated machine telling me that the company thinks my call is important to them and yet they put me on hold for more than 5 mins. Has the company’s senior management ever waited for 5 mins on a call to register a complaint or to seek more information or ask a question? So, what can we do to totally avoid this situation. Hire more agents. Train them well. Provide an option to request for a call back before going on hold. Make sure […]

Customer Engagement

Engaging Your Customers Is Not Sufficient Anymore

We are in an era where we are grappling with too much choice.  Consumers today are facing a challenge in keeping up with the different choices they have. Every product or service category has become crowded (maybe apart from some categories like online search, where Google still continues to have substantial market share). In this scenario, having a meaningful engagement with your customers has become table stakes for any business to survive and thrive. So, the question that every marketer grapples with is “How can my Product/service stand out in this crowded marketplace?”. Some marketers try to stand-out by providing […]

Customer Engagement

Customer Engagement during Moments of Truth

Last week, I was flying on a Jet Airways flight from Delhi to Bangalore. This was an evening flight and they serve food (dinner) in the flight. The service staff completed serving food to all the passengers and started to come back to collect the used plates. Meanwhile, I tasted the food and did not particularly like the food and so had left most of the food untouched. The staff came back, collected my un-touched food plate and went back without a word. I think, this was a moment of truth for me as a customer. If someone from the […]

Customer Engagement

The State Of Social Media Marketing is Not So Depressing After All

I recently ready a blog post titled – “The Depressing State Of Social Media Marketing” by Mitch Joel (btw, I highly recommend both his podcast and the blog) lament about how brands are not realizing the true potential of Social Media. In my opinion, the vision being proposed by Mitch or by Chris Brogan, Seth Godin or Nilofer Merchant is the extreme end of the spectrum of possibilities for social media. However, what we don’t realize is, that in order to be able to realize that vision of enabling connections/conversations, the entire marketing strategy and execution (to a certain extent, of the […]