USER

ENGAGEMENT
GUEST SPEAKER
BRAND

Tell me about a brand you

ECOSYSTEM
Business idea

Customers & Infrastructure

VoC & People

Marketing & Product (&

partnerships improvise)
BUSINESS IDEA
What are
we solving?

How?

When?

Where?
PEOPLE AND INFRA

Outline Technology Money!

Capital
Infra
People

KRAs Systems Finance

Onboarding Tools plan
SOP Revenues?
TECHNOLOGY

This is a reference slide – how do we handle big data & change

6
it to consumable data
PRODUCT

Customer
Market
Beta

Alpha
(Concept)
UX
Dream! UI
MARKETING & PARTNERSHIPS
SOURCING CUSTOMERS

• Direct: website / app (incudes App store optimization)

Digital • Organic / Blog / SEO
• Paid – Social, mobile networks, etc

• Print (still strong!)

Traditional • Radio (good coverage)
• TVC (still covers a large household segment)

Community • Referrals / WoM (word of mouth)

• Alliances / Partners

9
DETAILING

Visitors Analytics Revenue

Marketing

Sales
Engagement
Customers Campaigns ☺
Loyalist Voice of Growth!
Customer $$!!

10
 FLOW

Technology
• Demographic • Analytics
• Geographic • Platform • Segmentation
• Psychographic • Data • Contextual
• Behavioural • Privacy • 1 to 1

Market Engagement

11
ENGAGEMENT
C R E AT E S E G M E N T S ( S A M P L E ) M A N AG I N G VO C

Collect

Visitor Trial
Measure Analyse

Super
Regular
user Improve Channelize

12
 DETAILING ENGAGEMENT

Stores data Inbound KPI

Outcomes
Marketing platform

Channels
Customer • Customer care • Conversion
profiles • Visits to • Unsubscribes
app/web • Complaints
Variables – Outbound • NPS
know them • Email/ Notif
better /SMS
• Call/ OBD / etc

13
 SOME TOOLS

CleverTap Email – SES, Surveys

Platform

Channel

Others
WebEngage mailchimp, NPS
sendgrid
Mixpanel CRM
SMS –
Urban valuefirst, Etc.
Airship gupshup,
Localytics SNS
A/B testing 14
FUTURE

Gamification
Gratification
(referrals)
NPS
Questions? Queries? & more?
LETS’
Thank you