CE
customer_centricity/
customer_experience/
Anubhava
(customer is) an important entity that contributes to the profit of an endeavour
CE can't be achievd for real without empowering the front line
stories behind people. going beyond just demographics and superficial markers. what's their story.
what's their aspirations
applying positive aspects of individualism too
Centricity
Experience
Retention
catering to negative aspects of consumer behaviour
- Instant gratification
- Constant consumption
- Dopamine in marketing
सम्प्रेषण/crafting marketing communications/messages/contents
social media
invoking human values,
human virtues
various needs that consumers satisfy by engaging on social media platforms.
giving them the feeling of doer/कर्ता feeling/personalization/customization/they are driving the ship.
cultural nuances
stories and experiences
Stories and Experiences
Narration and Narrative Structures
stories authored by consumers
and companies together
what sort of emotions are you expecting from the consumers through your sm post/Narration
communities and discussion forums
Listening to your consumer
Meaningfulness of it all
communication during crises. especially if it is a man made crises.
crises response strategies
managing meaning
managing information
to repair reputation
to retore reputation
to enhance reputation
- 'fly low' approach may not work here. rather a quick/timely/engaged response can help faster rebound.
Narrative weavers, narrative disseminators, narrative creation
do not ever allow a negative narrative to take over. have effective communication.
- pls avoid the following during crises communication
- avoid scapegoating
- denial represents a major risk.
social fabric of india
social fabric of india
the nature of crises.
attributing it properly.