Category: India

  • Don’t call us, we’ll call you…

    Read a very good post here on how words lured a potential customer in, but actions spoke louder and managed to get him out safely.

    I had a similar experience with an entity i wrote about (like a lot of other people did) a few days back – in.com. Like I’d mentioned, I skipped the mobile invite and was content with an email one. And as they’d promised on the site, it arrived within 5 days (4 days – customer delight?). And it wasn’t just one, i got 5 of them. I started out with the first one, didn’t work. I thought it was just me, and tried the second, that didn’t either. No, I wont bore you with single counts anymore, none of the 5 codes worked.

    Since i love to give the benefit of the doubt to everyone but me, i started googling for similar experiences, and found out there was at least one more guy like me. But the number of positive entries there made me try again, still didn’t work, so I guess the cosmos’ message is pretty clear “Beta, it’s not for you’. Sigh. Fine, i get the message.

    There’s another tangential set of experiences. I have always bemoaned the lack of a good ‘Amazon-like’ site here. So whenever i notice there’s a new player in the field, whether it be rediff’s feeble attempts, or newbies like gobookshopping or the flipkart guys (who i got to know of through a brilliant marketing exercise of giving away bookmarks outside the Strand Book Festival) I immediately sign up. The next thing I do is check out if they have stocks of a book that I’ve not been able to get offline.

    The latest case is that of ‘Dublin’ by Edward Rutherford. I have asked all three entities for it, but have not got a response. Rediff actually billed me for it and then sent a mail a few days later stating they didnt have stocks.  And this is not the first experience of the kind.  However i keep getting ‘push’ messages from them about ‘latest releases’ and ‘mega discounts’. I wish they’d understand how much difference a conversation with the customer makes. Meanwhile, Strand would note it down in their book and give me a buzz as soon as they got the book.

    until next time, action and satisfaction

  • Unsung Heroes?

    The last few weeks have seen a flurry of activity in the nascent Indian ‘celebrity blogger’ space. Most of the action has been around Aamir Khan, and his newly discovered penchant for ruffling feathers. Whether its the name of his dog or his lyrics which was supposedly making fun of Salmaan, his blog is almost a tabloid these days.

    I saw some branding at a mall last weekend that reminded me of AK being the brand ambassador for Samsung. The brand says, ” “The SAMSUNG brand stands for qualities of innovation, change, discovery, self-expression and excellence in performance. And these very same qualities are epitomised by Aamir Khan, whose quality and depth of work as well as versatility as an actor, have made him a much loved and respected actor in India today. We are indeed very proud and privileged to have him as our Brand Ambassador”.

    All that is fine, but after seeing this report (via this) and the claim that Amitabh has a 100 cr deal that includes sniping at co-stars, I’ve begun to wonder about this Samsung- AK deal. Lets twist the brand fit – AK is a niche persona thats supposed to have an element of class. Look at the brands he has worked with – Toyota, Titan. Coke is the only mass brand. AK’s brand persona is (like most celebrities) derived from the kind of work they do. So, in that sense, would it be fair to ask Samsung whether they plan to release only one product a year, and its chances of success would be 50-50. The only reason I am asking is that the creative i saw has AK saying ‘I am Samsung Mobile’

    Given the low key profile that AK had in the past, with the media spike happening only around releases, Samsung, being a mass brand and playing in a visibility intense market that has the likes of Nokia and Samsung would’ve found it difficult to convince itself that AK’s regular media dose is sufficient. So, why not a deal that includes uncharacteristic swipes at colleagues, the kind that makes it to the front page of all newspapers, and keeps the brand ambassador in the news?

    until next time, next is what?

  • Zoom In

    On one hand, i see the TV media guys, sprucing up their websites to improve engagement with users. On the other hand, I also read about how they are sharing content with pure play internet channels. I guess it will be a while before we see exactly how TV and internet will co-exist and still make money.

    I’m still figuring out Blinkx only slowly, especially since another entity of a similar kind caused me a lot of heartburn when i checked it out. In my first attempt at Hulu, they refused to show me most of the stuff I wanted to see, citing some regional reasons. I was so looking forward to seeing some Simpsons episodes 🙁 In my second attempt, i had to be operating from the US to see anything at all. Blinkx, however, operates on a video search level, though in the future, I wonder how much of a distinction there will be among a youtube, hulu, blinkx etc especially if content – professionally created or uder generated, will be shared everywhere. Will there be someone interested in keeping their content exclusive, or will it be too risky not to share it? Its something I’ve yet to understand. This and this, though old, might throw some light on it.

    Meanwhile, the other big news today is the launch of in.com. WATBlog says Web18 might have spent 2 C for that domain. I thought of taking it for a pin and have been told that it might take a couple of weeks since my mail id is in a queue. In typical Indian fashion, they told me that jumping the queue is possible, if i give my mobile number. But since I’ve been inundated with SMS relating to everything from commodities to movie tickets to holiday packages to jobs and everything in between, I decided to pass. Unfortunately, even WATBlog’s username/password combo doesn’t seem to work anymore. You can also read about it here.

    While its competing in the quite cluttered horizontal portal space, it already has a tangible differentiation with the homepage. I’ve always liked Web18’s moves even though they took the concept of niches to an extreme, and now this one seems likely to set a new benchmark for Rediff & Co. Come to think of it, com.in would also have been a cool name, maybe with a teaser like “Com.in soon”. “In.come soon” also has a nice ring to it. Haha, okay, i shall refrain. 🙂 They also have a presence on TV which is also on expansion mode. That almost makes them a ‘one of a kind’ entity here, except for, of course The Times Group. Incidentally, i saw an ad of Zoom yesterday (below)

    It claims to have 23 applications on Facebook. Now, I consider myself fairly active on Facebook, and have never come across a Facebook application from Zoom. Can someone enlighten me, coz i love Bollywood trivia games. Incidentally, if you consider yourself a Heroes fan try out my quiz here.

    until next time, kisko dekho?

  • One up

    While watching the nation’s current pastime yesterday, those irritating screen-side-and-bottom takeovers started happening, but there was one creative that made me smile. It had two popups (both with what looked liked an actress caricature). The first said “I will expose if the script demands it” and the second said “I will expose if i get enough money”. Guess the brand….. Sprite – Seedhi baat, no bakwas.

    I read an interesting post the other day on tag lines, about their ownability, and how integrating the brand name into the tag line makes it more powerful. What struck me when i saw the ad yesterday was the tagline of Sprite, and that also got me thinking about its competitor- 7up. As i’ve said before I was a huge fan of Fido until they started using for such nonsensical stuff as this and this. I did enjoy the female leads though. 🙂 And while this was definitely better, they regressed with this. I really wonder what they were drinking when they came up with ‘Bheja Fry, 7up try’. Why stop with Bheja, i say, maybe you could do some ambient stuff in restaurants with ‘Pomfret Fry, 7up try’ and ‘Chicken Fry, 7up try’. The possibilities are endless. 7up, keep trying.

    And while that was happening, Sprite obviously thought about the entire thing, and came out with this positioning. And as though following a script, Pepsi played into their hands and they came out with a killer spoof, that fitted their positioning completely. Sprite has to be commended for a wonderful follow up to their earlier ‘Sprite bujhaye only pyaas, baki sab bakwas’. Remember that, in turn that evolved from ‘Sprite –clear hain‘, and take a look at this. The wonderful thing for Sprite is that they have taken a completely generic positioning (Mumbai Mirror and Bangalore Mirror launched with a ‘Lets cut the crap’ line which is saying the same thing – seedhi baat, no bakwas, but with a different set of words) and made it into their own.

    With so much of beating around the bush/implying/connoting happening, they can take any subject and make a creative around it, and across media, because they have a brand promise which they can easily fulfill – quenching thirst. At the same time, note that they’ve evolved a very appealing proposition from that basic drab premise that every soft drink can make a claim for.

    Notice that both brands have their names in the tag lines, but look at the difference. I really would’ve loved to see Fido playing the brand ambassador for the Sprite line (he fits really well because that’s where he started out), but that, i guess, would be asking for too much.

    until next time, upstaged

  • Brand new lock

    We’ve seen Vodafone going through a massive exercise, we recently saw Ceat going through a painful exercise, and softly, quietly, like the brand its always been, Godrej has unveiled its new look recently.

    Godrej, Can I Win My Ex Back for me, has been about locks. That’s the product in which I’ve seen the logo the maximum number of times. Although Cinthol happened to come a close second. (Cinthol has also gone in for an entire rebranding exrecise, about which i wrote earlier.) The Godrej TVC is decently executed, with the brand shown as shaking off a stern fuddy duddy image and moving onto a more ‘likeable’ and trendy avtar. The total spend on this exercise seems to be in the tune of Rs.30 crore. But are they making better locks now might be a badly timed question, i guess.

    I’ve always wondered about the kind of money that brands spend on such exercises. The attempt is obviously to change the perception about itself in the consumer’s mindspace. But how much care do they take to ensure that the attitude change percolates down to the lowest level, and specifically the departments that interface with the customer? And as a customer, do i really expect the Vodafone employee to suddenly become chirpier and more pleasing in their interactions after their new customer care ads? The other point is that I rarely have that interaction because i can do all the things that needs to be done through the net. Similar is the case, with say, financial products.

    When i see a Shoppers Stop, a Megamart, all changing their colors/looks/shapes and going for a complete overhaul, and spending massive amounts of money and energy on these efforts, I always wonder whether the end customer really cares about it at all. Is ‘rebranding’ an exercise that’s done when brands get tired of the % off, new schemes and other tacticals and have no more stories to keep themselves relevant in the mind of the consumer? More importantly, in a constantly changing landscape, where one wrong YouTube video can wreck your brand’s image , should you be putting such a lot of eggs in one basket? Shouldn’t the focus be on customer touchpoints, be it real or virtual?

    until next time, kuch to log kahenge, logo ka kaam hai kehna 🙂

    Can I Win My Ex Back