This document contains suggestions for marketing and customer service strategies for Tata Motors. Some key ideas include conducting promotional activities in high footfall areas like malls and corporate campuses using games and activities. Other suggestions involve cross-promotional partnerships, loyalty programs, improving the website user experience, using testimonials and videos for social media promotion, and providing excellent customer service during vehicle servicing such as keeping customers updated and offering amenities. The overall goal is to strengthen the Tata Motors brand, increase customer engagement and sales through innovative marketing strategies, and deliver top-notch customer experiences.

1. TATA MOTORS

2. Trust
Execution
Ethics

3. BTL
Footfall
Increase/Generate
Enquires
Website
Promotion
Client
Servicing
Cross
Promotion

4. Cross
Promotions
B
T
L

5. We can do mall promotion activity & other potential areas such as heavy footfall
areas like community centers, in the corporate premises & local markets.
Where we can arrange special contact program and activities like virtual car racing
game, to increase product experience can connect our product to any arcade game
and get car stimulation game.
Concept : “Park the Car “ in Corporate we have big parking and outer space where
we can have two “TATA” car parked at sufficient distance where person has to get
parking done by attempting drifting technique and using “TATA” car.
By doing this activity we can try to change perception and increase interest in our
product as their ideal & dream car........Why because today’s generation loves
speed, looks, thrills, comfort and technology.
Loyalty card for service from Tata centers only.

6. Form a bond with other small businesses in different industries. A mutually
beneficial partnership lets you cross-promote and target the same market
together.
Can have cross promotion tie-up with holiday company to have free holiday from
their side, they invite customer at our premises where people can win holiday if
they booked tata car also can win one day free ride in tata car free of cost.
We can increase footfall by launching a Publicity/Advertisement loyalty program.
Further at the event our sales teams engaged the audience on the forecourt at
our colorful kiosk and carried out an activity “Treat your car with Good Fuel”, in
which we distributed coupons for Free Oil Change, Oil Filter and Car Wash. Also,
participants won instant prizes on the purchase of Rs.1000 petrol from any Indian
Oil Pump, which not only created hype but also built brand recall.
Visual spectacle – Place something eye-catching outside your storefront, like
balloons or an “inflatable Tata Car”.
Put on an in-house event – Hold an open house, business anniversary or product
demo day. Invite your favorite customers and stage a visit by a local athlete,
politician, news personality or sports mascot. Consider seeing if a non-profit or
special interest group would like to hold an event in conjunction with your store.
Conduct a business forum – “ Love your car” Put on a networking or educational
event that will attract groups of potential customers.

7. Invitation
Guest are
invited through
personnel
invitation
The invitation
clearly mentions
the event , day ,
date and the
timing
Invitation for at
least 200 people

8. Usability
Website
–Online
Branding
Functionality
Navigation
Visual Design
Interactive
Feature
Content

9. Current site is mix-up (No Focus).
Less presence on digital media platform.
Can have more focused website, informative and interactive ........offered online
software where customer can Design/Customized their Car online (For Tata Cars),
this kind of activity make website more interactive and help into gain pace on the
social media and increased brand visibility.
Can have collaboration with any car designer for the same best online design win
free or discounted accessories from TATA motors, which can led us to increase
accessories sales.
The internet has really levelled the playing field. Customers are now aware of
industry information and your competitors’ prices at the same time the
information is available to you. So, you need to be more knowledgeable than they
are if you want to make that sale.
The level of knowledge of customers has increased 10% in 10 years, and we now
have a country full of savvy customers, which is good, but demanding. In this
environment you must know more about what you offer than your customer does,
otherwise we will lose their trust.”
The simple fact is this, Customers talk about you online, whether you think they
do, like it or not.
There are plenty of service review websites around. There are online forums for
car clubs, car lovers and brand advocates.
If a customer has had a negative experience and expressed that, a good company
will apologise and offer to sort the problem out via the official channels. If the
customer has had a positive experience, they are thanked and told that the hotel
hopes to see them again soon.

10. Video testimonials – Ask appreciative customers to tell their story on camera and
incorporate these testimonials into your TV or Youtube campaign. .
Viral video – A funny or impressive Youtube video can rapidly attract a huge
audience.
Use your voice mail – Your voice mail message is a great marketing opportunity to
offer special discounts or mention new products. You can even hire a professional
voiceover artist to record your message.
Social networking – Maintain a presence on Facebook, Twitter, or other internet
social networks. Only join the ones that you’ll have time to keep up with
periodically.
Spotlight – Rent a big promotional searchlight for a few nights. These are very
dramatic and can attract people from miles away.
Flash mob- This is a fun promotional stunt that people love. Organize volunteers
to do a dance or other activity in a popular area at a specific time. Consider having
someone videotape it and then upload it to Youtube.
Online feedback is to be embraced, utilised and leveraged; not feared. Never
argue with a customer online. Never enter into any debate. The simple and most
effective thing you can do is apologise for the customer feeling that way and
continually offer to assist and fix the problem offline.

12. No request is to great or too small, if you are willing to help.
Be there for your customers. Accompany them from the moment they step out of
their car to the service advisor. Show them the necessary facilities and the features
of the dealership that will help them like the Call center, service center etc to make
them believe that they will going to get the best product and service of lifetime.
When customer comes for serviced in the dealership while their vehicle is being
serviced, check on them after 10 minutes and every so often after that. If the
customer is going to be elsewhere for the duration of the car service, give them a
call 15 minutes afterwards asking if everything is ok and confirming the service
being performed and any other instructions they may have given. They may
have forgotten something during the check-in that they were too afraid or did not
deem important enough to call you back about, but would be nice to have
for them.
By remembering their anniversary, birthday and other occasions
It’s often the little things that people remember and get you referred.
Your customers should not have to put their lives on hold while their vehicle is
being serviced. Keep them connected as best as possible.
Of course there are loyalty programs and other CRM programs to assist in
customer satisfaction, but we will get into them in depth in future posts.

13. brief personalised welcome note containing a thank you for choosing our
dealership to service your pride and joy.
An electronic device such as an iPad. The welcome note could be on the iPad as
well as games to help the time fly.
A customer loyalty discount on their next service. Make the decision of returning
easier.
Menu of food and drink in the customer lounge. Offer assistance if required again.
Note: Did you know we offer and pick up and drop off service? Did you know
that… etc. anything that assists the customer in servicing the vehicle with you.
Is your customer accompanied by a small child? Offer a fresh colouring book and a
child safe pack of pencils or small toy. Help the parent as best as you can with
keeping the child occupied and happy.
Coupons on any services you offer or offer into any other linked and supporting
businesses around the area e.g a 2 for one at the cinemas, pizza voucher etc. Add
more value.
Make sure you do whatever you can to ensure your fantastic customer service
continues well after you have parted company.
Maybe your dealership does some of the above. Maybe your dealership does all
of the above, either way it is always the little things that lead to big impressions
with your customers.

14. The parent who waits at your dealership with an arm full of children. Why not
provide them with a tailored “Happy Meal” style food box. Note: It of course must
be made abundantly clear what the box contains in case of allergies. Have back up
boxes if possible.
The customer who has worked all day and has to pick up their car at 8pm.
Wouldn’t it be nice to leave a nice wholesome snack and drink on the passenger
seat for the drive home.
Recognise that some of your customers are time poor. Some customers also prefer
not to discuss the work performed and go through every single item on
the invoice. Why not have an advance payment system so the customer can simply
collect their car. Why not offer a car drop off service? You should be constantly
looking at ways to improve the check in and check out service.
Keep your customer area well stocked with the latest media. Keep the magazines
fresh. Holding multiple copies of the same publication for switchover when the
magazine gets tatty after a week, is good planning.
Keep good fresh food and drinks on hand. Supply quality bottled water, juices and
sodas. There are so many good local caterers that can deliver good fresh food and
drinks daily. Work with them to provide a menu that works for everyone. Good
coffee machines are not hard to find. It is surprisingly easy to buy a good coffee
machine that everyone can use with a service plan to keep everything in order.
Most of all, be different and separate yourself from the majority.
Go and be a customer yourself, many customer service problems stem from
owners, managers and staff alike all forgetting what it’s like to be a customer. Try to
walk a mile in their shoes.

15. Thank
You
“Creativity is a Bend of Mind”