Posts from the ‘Branding’ Category

Facebook weds SMS

Good News for Facebook fans in India. Recently Facebook has inked a deal with an Indian SMS service company called GupShup, the advantage from this deal is, Facebook users can register their mobile phone and update thier status through SMS from anywhere in India. Earlier, this can be done only if your using TATA Indicom or either through GPRS or using internet from your smart phones.

In India, most of the people dont use smartphones, but the SMS is used like crazy. Almost 90% of the users know how to send sms from their phone. Facebook has also made is very simple, people cant forget the number to which they need to send the update. (9232232665) you can read it in another way (92FACEBOOK) simple isnt it ?

How to activate the service?

You need to log on your Facebook account, go to settings and then to mobile. You can register your mobile number by choosing “Other Carrier”. You would be receiving a SMS with an activation code, you need to enter this code and done. Now you will receive an another sms with some tips on how to use this service.

When you need to update your Status, just type your status like how to send a SMS then use this number (9232232665) you can see your update updated in your profie. You can edit the prefrence in the settings tab.

How to Deactivate the service?

Just send a msg “Stop” to the same number, simple !

Some words from the director of Mobile from Facebook “Henri Moissinacm, “We realize how important it is to work with great companies in the mobile space in countries like India, and by enabling Facebook on SMS, users can now use it even when they’re not near a computer.”

I am sure, VAS is the next big thing in the Indian Mobile market. Watch out for more interesting news ! Do pass on your feedback on this service.

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Customer Satisfaction a “Wow” story !

Customer satisfaction is very important for any company, where Service is the main product. Like, Salon, library, hotels etc. It was a wow moment for me today when I received a mail from British Council Library. If you had been to British Council recently you must have seen their new advanced book lending and returning system. British Council is using the technology to its benefit. British Council is already providing free Wi-Fi for all the people who visit the library, I always like to go there sit in the bean bag relax and surf the net.

On the new system; customers need not have to wait for their turn standing in the Q for borrowing the book. Instead, they can go to the kiosk which is placed inside the library and borrow the books without any glitch. All they have to do is place the books on the glass surface along with your British Council membership card, the reader automatically reads the information using the RFID technology. The user can see the options in the screen and select “borrow”, thats it! you get a printed slip as an acknowledgment. It doesn’t end there, when you need to return the book, they have arranged a drop box at the entrance, you just need to drop the books and reader gets the information using the same technology.

I was really satisfied today, when I received a mail from British Council acknowledging that the books has been returned. This simple mail creates alot of values. This is what I say ” the human touch” no matter what kind of sophasticated machines and technologies this cant be ignored. People would love to get this human touch when its needed. This human touch can be of any form, a personal email directed to the cutomer individually, meeting the customer directly, giving  a call and talking to the customers etc.

This in a way helps the customer to break the ice with the company or vice versa. There can also be a mental block, which keeps saying in the customers mind that, “may be this company doesnt have any sales or customer support guys, its always on IVR“. Where there is no interaction in the interactive voice response, its always one way talking.

Bottomline: Make use the technologies as much as you can, but when it comes to human interaction please dont hide from the customers. A simple mail can do wonders. Plan for a good customer support. You might have planned exceptionally but you might have missed out tiny details, you dont have a second chance to rectify. First Impression is always the best Impression.

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Aircel time to move on

Building  goodwill is the best and hard thing to do for any Organisations. Every organisations are now focussing on building goodwill among thier customers. The recent brand building activity done by Aircel was amazing. If you guys been to mumbai, especially near milan subway you would have noticed it. Aircel, anticipated a heavy flood in that area, so they had stuck a empty raft in the billboard and they wrote ” In case of emergency, cut rope”.

Aircelraft1This is really an extraordinary approach. As they expected there was heavy flooding in that area and people can use this raft as means of transport. People called this as “Aircel Raft”. This moment has made a big impact in the minds of the people. Now they wont forget Aircel at all. In return, even Aircel has gained lot of goodwill among Mumbai people.

Cutrope1

Raft2

Woah! Wat an Idea sirji ! I recently saw a TV commercial for Airtel. Where some patriotic Son becomes a MP and goes to the parliament, … so now adays the importance is given to patriotism and fellowship. Hope we see the change.

Photo Credit: bhatnaturally

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Facebook next big thing!

It was a great news for Facebook this friday. Barely few months ago they were claiming they had 200 million users worldwide, now they have crossed another milestone. The current user base worldwide is around 250 million users. This clearly says that, Social media is growing like crazy.

According to Mark Zuckerberg in this official blog post commented  “So today as we celebrate our 250 millionth user, we are also continuing to develop Facebook to serve as many people in the world in the most effective way possible. This means reaching out to everyone across the world and making products that serve all of you, wherever you are—whether through Facebook Connect, new mobile products and the other things that we are building. We’re grateful to have all of you with us, and we look forward to helping connect the next quarter billion people on Facebook.”

Nowadays people are using the social media for everything, be its a company or an individual or a brand. I hope you are aware of the power of Twitter, I dont need to say about the United airlines incident and the song ” United breaks guitar” . So if there is any delay in air service or anything that matters, people don’t hesitate to tell it to the world through social media. Thanks to smart phones.

Companies need to listen to social media, they need to hear what the customers or the prospective customers are talking about your brand. If there is any negative comments are being said about your company or brand, you need to act immediately. I will write an another post, about the social media in detail.

Do you have an account in Facebook?

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Mars Science Lab Rover has my name in it !

Do you guys need your name to be included with  others on a microchip on the mars science lab rover heading to Mars in 2011 ? yes, its true. If you like your name to be added, you have to just go here give in your name, country and  zip code, all done.

NasaYour name will be registered and you will be given a certificate like this, may be you can take a print out.

NASA has actually been doing this before, for example, you could have sent your name to Mars with the Phoenix rover.

Mc Donald’s Chennai Entry

Today, I came across a beautiful and more innovative branding activity by McDonald’s here in Chennai. All the metros had atleast one McDonald’s, but Chennai was an exception but now, after a long wait ie: after 11 years of their first outlet in Delhi, they came to Chennai, they are planning to open one in Coimbatore too. You can read the story here. Also there is an interesting story here, where they auctioned one burger for INR 400,000,  they did this for a good cause. All the money was given to charity.

Now they are opening one more outlet in Chennai. Its coming up in Anna Nagar. According to some sources, opening date is 4th of July ( That’s today! 😀 Yey!).

Good initiative by McDonald, (look at the pic) they placed a huge Mc Donald’s clown at the top of the building which is visible to everyone.  The interesting part is, it waves its right hand 😉 ha ha sounds funny thou, thats really innovative.

I shot with my mobile, when I was waiting at that signal today. Isnt this cute?

070409095427 The Side effect: Lot of bikers were constantly looking at this even when they were driving. this is really dangerous, it diverts your concentration. This was the main reason for the state government  to remove all the banner ads in and around Chennai city.

I would like to see some good innovative ideas coming up. Yey!

Chennai you always Rock!

Abandonment Reasons revealed

In my earlier post, I had written about the abandonment rates and then remarketing to those people, who had left your website. Now I would like to throw some light on ” Why there is abdonment?”  Why is that people tend to leave your site at the last moment. Here are some data’s:

  • 46% of online shoppers said high shipping charges were a “very important reason” for emptying carts.

Now you guys have to think innovatively how to solve this problem. Now everyone are trying to reduce thier expenses. So any user generic discounts can be given, like people who shop more than $X they are entitiled to get “free shipping”

  • Want to compare with other shops – 37% ( People tend to compare and buy the product, so when they go away from your site, some history has to be saved, so that when they return to you site, they dont have to start from the scratch. May be the page previous to the billing information can be saved)
  • Lack of Money – 36% ( this is were your pricing comes in, do you have a killer price then do offer it)
  • Want to shop Offline – 26% ( People tendency is that, they would love to shop offline, may be with their family members or friends. So do you offer your product offline too? if you do, then your doing really good.)
  • Couldnt find the preferred pay option – 24%( haha, there are so many reasons people find in your site, dont they ? well, you need to double check with all the payment gateways, if they are all working fine with different kinds of cards. Now a days some companies are also accepting debit cards, thats something good news to me! 🙂 )
  • Items unavailable – 23% (Oh dear god, this shouldnt happen at all, this will take away all the trust which was there with your company, need to have a serious look at this.)
  • Couldnt find customer support – 22% ( This is a must, I can say. When people are lost, they should be guided. So place the customer support numbers, email id etc prominentely on almost all the pages throught the check out process.)
  • Security Concerns – 21% ( Security is again very important, customers are sharing their vital info like credit card numbers, PIN, etc. So security shouldnt be compromised.

Courtesy: grokdotcom