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Are you losing out your customers?

Brands that are in the growth stage, understand the importance of their customers. The only thing that grows a brand, is increase in the number of their customers.

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Digital Customer Experience Management

As per the current trends, is handling ORM internally a right way forward? We at Cerebrate feel otherwise. I have been in discussion with a lot of brands about their ORM process. Surprisingly, many brand managers feel that ORM is not the department that needs immediate investments. A few of the brands handle their online customer experiences in-house. The question is, how well is it done? Are brands able to use the golden data available online to good use? How is the quality of responses? What is the level of efficiency in handling the user queries? and many more questions to be answered.

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Are you listening to your consumers?

LISTENING has always been a good habit. People who listen, understand better, and people who understand better, act appropriately. Similarly, in case of brands, listening to what consumers say has become a key part of #digitalmarketing. #SocialMedia has provided a platform to consumers to share their views and reviews about their experiences, these conversations have become a reservoir of knowledge. And this knowledge is available freely to everyone.

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Customer Acquisition v/s Retention

Brands spend a massive amount of money on marketing to build a positive brand image and acquire new customers. Simultaneously, retaining the existing customers by providing support to them on all channels is also very important. If the customer retention process is weak, then a negative brand image gets created, and the brand unknowingly starts losing their existing customers. While most of the brands these days have allocated special departments for customer retention, brands still consider this activity a liability or give it the least importance.

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Customer is the REAL KING

Acquiring a new customer is costly, but losing an existing customer can be costlier. In past few years, my experience interacting with the brand team has been the same. Many of them think that it is still ok to NOT have a proper ORM team. Most of the #digital #startups believe in focusing only on acquiring new customers rather than simultaneously building retention strategy for existing customers. A strategic #orm process comes into picture only when the brand falls into crisis on #socialmedia.

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Is Social Media Command Center relevant for every brand?

Marketing was a one-way communication channel until the dawn of social media. Social media has given power to consumers and has made them the real king. These consumers now drive a brand’s marketing activities. Unlike earlier, when brands could use any marketing strategy to showcase their content to the users, nowadays, brands listen to what the consumers are talking on social media and then decide their marketing strategies. Social media listening help brands in understanding the effectiveness of their spends on social campaigns.

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Strategies could fail - a case study

In #marketing, sometimes, strategies could backfire if they are not executed at the right time and at the place. When the whole world is already dealing with pandemic #covid19, a brand like #SonyLiv uses an out of the box way to promote their thriller show on their #ottplatform #Undekhi by calling people and creating panic. This had to backfire anyways and people started complaining even involving the police authorities of respective cities and head of states.

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