Is Offer & Discount Driving Brand Sales…

What do Brand differentiate?

Our teams interact with more than 350 customers on a given day. A key element of interaction is to get a sense of the customer buying behavior and mind set during purchase of high value branded good or services. Facts emerging out of this analysis is not surprising though it can […]

Read more...

Technology To Engage Customer With Human Touch.

Customers Invisible, Data in CRM Outdated!
 
Building  Engagement Using Technology But With Human Touch
 
Behavior learning and intelligent systems are driving customer support. Human or machine, chat support is available on every customer care desk. IVR systems for self-assistance without human interventions are there for some time. These are the most common example of use of technology during customer support. Has it really improved experience? Our data on customer analysis says not really. Consumers get quite frustrated during chat interaction if […]

Read more...
Engaging the Invisible Customer

Engaging the Invisible Customer

Customers Invisible, Data in CRM Outdated!
 CRM systems are traditionally being used to store details of customer contact & product information. Typically, there is no consistent interaction with customers due to which the contact details do not get updated and it becomes unusable over time. By estimates, contact details of 30-35% customers become unusable in 2 years after they become customer. Less than 3% customer emails are known but rarely authenticated.
Besides this, unknown customers accumulate to sizable numbers […]

Read more...

Brand-Bashing on the Social Media; Is anyone listening?

Having closely worked with consumer brands, a fact that has consistently emerged is that not more than 30% of customers identify themselves with seller brands post purchase of goods. Either assisted or voluntarily, 3 out 10 customers get registered with brands. The worst part is that after the warranty period, most of these users become invisible. Their present whereabouts and contact details with brands go out of sync. Ironically, such high value brands and makers of household machines lose […]

Read more...

“Your call is important to us. We will attend to you shortly.”

This is a common message that we get to hear whenever we call customer care. More often than not, the wait time seems endless and the resolution of the issue within the same call is rare. This is a stark contrast during sales or first installation of a product. Installation engineers enthusiastically collect feedback form, or happy code on SMS, and that gets punched in somewhere. 
The customer satisfaction scores gathered in such scenarios are typically good more so if […]

Read more...

Yapnaa Scores High on Consumer Engagement

It is heartening to see large scale digital activities being undertaken by almost every consumer brand today. This transformation has been going on for some time but now it is beginning to take definitive visible shape. There is realization that digitization is for learning about customers, knowing user perspective of brand, resolving his day to day issues so that teams can achieve right product fit, offer right pricing and deliver support. Essentially that means engage with your customers right […]

Read more...
consumer sentiments

Consumer Sentiments and Perceived Brand Image

As brand owners, the single most thought that keeps us engaged is – achieving ultimate consumer satisfaction and unwavering brand loyalty. This is probably closely associated with the nature of the consumer, who is not quite aware of his own expectations from a brand during sales and after sales. Thus, the consumer continues to function in a reactive mode even after the sale is done. One would expect a more integrated consumer engagement with brands during sales and after […]

Read more...