The document discusses how Ola Cabs turned a frustrated customer into a brand advocate. The customer's cab booking was cancelled by Ola, causing him to miss his daughter's birthday party. Ola quickly apologized on Twitter, took responsibility for the mistake, and sent a personalized birthday cake to the daughter, converting the customer's frustration into advocacy for the brand. The key lessons highlighted are the importance of acknowledging mistakes, genuine apologies, understanding the customer experience, and creative solutions in crisis situations.
About Kleeneze
Kleeneze distributors go door-to-door delivering and picking up catalogues from households, taking orders and then dropping off their customers’ products. They earn money for every order placed and can also build a team of fellow distributors to further boost their earnings. For Free info pack at http://www.mykleeneze.co.uk/raymondwhittaker
The catalogues feature over 2,000 products ranging from everyday essentials to innovations that you never knew you needed.
Kleeneze has over 12,000 distributors across the UK, Ireland and parts of Europe. The company estimates that its distributors visit 2.5 million homes every month, delivering over 10 million catalogues and generating over half a million orders.
5 Keys to an Amazing Value PropositionCarl Hartman
Every have someone tell you that you need a value proposition or unique selling proposition, but no definition as to how to do that. This slideshare does, with good detail.
This slideshare and the free workbook that is available will help you create the basis for your marketing strategy.
This is an presentation I gave to Ignite Birmingham #4. It features my idea replacement for the typical customer service department, a customer advocate department.
A customer is an advocate for you when they refer new leads, endorse you publicly, spread your message, or help you understand the market. Learn more about why advocacy is important and how to activate it within your customer base in this short presentation
About Kleeneze
Kleeneze distributors go door-to-door delivering and picking up catalogues from households, taking orders and then dropping off their customers’ products. They earn money for every order placed and can also build a team of fellow distributors to further boost their earnings. For Free info pack at http://www.mykleeneze.co.uk/raymondwhittaker
The catalogues feature over 2,000 products ranging from everyday essentials to innovations that you never knew you needed.
Kleeneze has over 12,000 distributors across the UK, Ireland and parts of Europe. The company estimates that its distributors visit 2.5 million homes every month, delivering over 10 million catalogues and generating over half a million orders.
5 Keys to an Amazing Value PropositionCarl Hartman
Every have someone tell you that you need a value proposition or unique selling proposition, but no definition as to how to do that. This slideshare does, with good detail.
This slideshare and the free workbook that is available will help you create the basis for your marketing strategy.
This is an presentation I gave to Ignite Birmingham #4. It features my idea replacement for the typical customer service department, a customer advocate department.
A customer is an advocate for you when they refer new leads, endorse you publicly, spread your message, or help you understand the market. Learn more about why advocacy is important and how to activate it within your customer base in this short presentation
Are you looking at leveraging Social Media Marketing for Customer Acquisition? There are number of ways Social Media help you do that: through influence, lead and direct sales. Give your business next level of growth!
Care about learning 'The Social Enterprise of 2014' You will find this deck presented by Bhupendra Khanal (CEO, Simplify360) during Digital Marketing Webinar for Digital Vidya. Interested in attending similar Webinar Live? Register Now at http://www.digitalvidya.com/webinars/
Can Digital Marketing Replace Traditional MarketingDigital Vidya
Can Digital Marketing Replace Traditional Marketing? - An Article authored by Digital Vidya's CEO Pradeep Chopra, published in Sep Issue of CFO Connect Magazine. If you are interested in exploiting the opportunity of Digital Marketing for personal and organizational growth, you will find this article useful.
Care about learning 'Growth Hacking' You will find this deck presented by Bhaskar Thakur (Entrepreneur, Growth Hacker, Digital Evangelist) during Webinar for Digital Vidya. Interested in attending similar Webinar Live? Register Now at http://www.digitalvidya.com/webinars/
Care about leveraging Social Media Marketing for Schools and other Academic or Educational Institutions? Interested in leveraging Social Media for Engagement & Customer (i.e. Students) Acquisition? You will find this deck presented earlier at BVIMR Delhi. To know more about Digital Vidya, check http://www.digitalvidya.com
Grow Your YouTube Audience And Become A StarDigital Vidya
Care about how to leverage 'Grow Your YouTube Audience And Become A Star'. You will find this deck presented by the industry expert Subrat Kar, CEO & Co-founder, Vidooly during Webinar for Digital Vidya. Interested in attending similar Webinar Live? Register Now at http://www.digitalvidya.com/webinars/
Why Care About Digital Media and Digital MarketingDigital Vidya
Care about Digital Marketing (SEO, SEM, Social Media, Email, Affiliate, Inbound Marketing) for your career or your organization? You will find this interesting enough to create inspiration for your and your friends & colleagues to learn & leverage Digital Marketing.
Care about how to leverage 'Material Design Done Right'. You will find this deck presented by the industry expert Robin Dhanwani, Founder, Parallel Labs during Webinar for Digital Vidya. Interested in attending similar Webinar Live? Register Now at http://www.digitalvidya.com/webinars/
Social Media for B2B Sales ProfessionalsDigital Vidya
Care about leveraging Social Media Marketing for B2B Sales Professionals for Lead Generation, Influencer Engagement and Thought Leadership? You will find this deck useful!
Social Media for Chartered Accountants and CFOs - ICAI DubaiDigital Vidya
Are you a CA (Chartered Accountant), CFO or someone related to Finance? Interested in leveraging Social Media for Thought Leadership, Customer Engagement, Brand Building or Lead Generation? You will find this deck presented at ICAI Dubai chapter useful. If interested in building mastery in Digital Marketing, check out http://www.digitalvidya.com
Accelerated Mobile Pages (AMP) to Win Search War in 2017Digital Vidya
Explore how to leverage Accelerated Mobile Pages to Win Search Marketing. Gain insights from the webinar led by Praveen Meloth, Head Digital Marketing at Shopcj.com.
Discover how to translate your passions & expertise into just the right words on your website's home page to inspire website visitors to join your newsletter list, request a consultation, or invest in your solutions!
Work From Home Jobs: How I Started Making More Than $1,000 Per Week Cheryline Lawson
Work from home jobs are not easy to find, if you don’t know what to look for. You can make money online, but you also know which programs to choose from. Read about my personal journey to making $1,000 per week and more as a Freelance Writer. It took me a while and that is why I have started a Youtube channel to help others.
I met a fairly well travelled bunch of people this past weekend for a coffee in Mumbai, and I was very surprised at the end of this conversation when we pulled out our wallets to pick the tab. The payment was split between two of the folks, and I was not allowed to pay. However, both the cards used for payment were not mileage earning or anything close!
The scene was repeated later that evening with a bunch of friends. Someone beat me to reaching out for the check, and another non-mileage earning credit card went into the payment mode.
Are you looking at leveraging Social Media Marketing for Customer Acquisition? There are number of ways Social Media help you do that: through influence, lead and direct sales. Give your business next level of growth!
Care about learning 'The Social Enterprise of 2014' You will find this deck presented by Bhupendra Khanal (CEO, Simplify360) during Digital Marketing Webinar for Digital Vidya. Interested in attending similar Webinar Live? Register Now at http://www.digitalvidya.com/webinars/
Can Digital Marketing Replace Traditional MarketingDigital Vidya
Can Digital Marketing Replace Traditional Marketing? - An Article authored by Digital Vidya's CEO Pradeep Chopra, published in Sep Issue of CFO Connect Magazine. If you are interested in exploiting the opportunity of Digital Marketing for personal and organizational growth, you will find this article useful.
Care about learning 'Growth Hacking' You will find this deck presented by Bhaskar Thakur (Entrepreneur, Growth Hacker, Digital Evangelist) during Webinar for Digital Vidya. Interested in attending similar Webinar Live? Register Now at http://www.digitalvidya.com/webinars/
Care about leveraging Social Media Marketing for Schools and other Academic or Educational Institutions? Interested in leveraging Social Media for Engagement & Customer (i.e. Students) Acquisition? You will find this deck presented earlier at BVIMR Delhi. To know more about Digital Vidya, check http://www.digitalvidya.com
Grow Your YouTube Audience And Become A StarDigital Vidya
Care about how to leverage 'Grow Your YouTube Audience And Become A Star'. You will find this deck presented by the industry expert Subrat Kar, CEO & Co-founder, Vidooly during Webinar for Digital Vidya. Interested in attending similar Webinar Live? Register Now at http://www.digitalvidya.com/webinars/
Why Care About Digital Media and Digital MarketingDigital Vidya
Care about Digital Marketing (SEO, SEM, Social Media, Email, Affiliate, Inbound Marketing) for your career or your organization? You will find this interesting enough to create inspiration for your and your friends & colleagues to learn & leverage Digital Marketing.
Care about how to leverage 'Material Design Done Right'. You will find this deck presented by the industry expert Robin Dhanwani, Founder, Parallel Labs during Webinar for Digital Vidya. Interested in attending similar Webinar Live? Register Now at http://www.digitalvidya.com/webinars/
Social Media for B2B Sales ProfessionalsDigital Vidya
Care about leveraging Social Media Marketing for B2B Sales Professionals for Lead Generation, Influencer Engagement and Thought Leadership? You will find this deck useful!
Social Media for Chartered Accountants and CFOs - ICAI DubaiDigital Vidya
Are you a CA (Chartered Accountant), CFO or someone related to Finance? Interested in leveraging Social Media for Thought Leadership, Customer Engagement, Brand Building or Lead Generation? You will find this deck presented at ICAI Dubai chapter useful. If interested in building mastery in Digital Marketing, check out http://www.digitalvidya.com
Accelerated Mobile Pages (AMP) to Win Search War in 2017Digital Vidya
Explore how to leverage Accelerated Mobile Pages to Win Search Marketing. Gain insights from the webinar led by Praveen Meloth, Head Digital Marketing at Shopcj.com.
Discover how to translate your passions & expertise into just the right words on your website's home page to inspire website visitors to join your newsletter list, request a consultation, or invest in your solutions!
Work From Home Jobs: How I Started Making More Than $1,000 Per Week Cheryline Lawson
Work from home jobs are not easy to find, if you don’t know what to look for. You can make money online, but you also know which programs to choose from. Read about my personal journey to making $1,000 per week and more as a Freelance Writer. It took me a while and that is why I have started a Youtube channel to help others.
I met a fairly well travelled bunch of people this past weekend for a coffee in Mumbai, and I was very surprised at the end of this conversation when we pulled out our wallets to pick the tab. The payment was split between two of the folks, and I was not allowed to pay. However, both the cards used for payment were not mileage earning or anything close!
The scene was repeated later that evening with a bunch of friends. Someone beat me to reaching out for the check, and another non-mileage earning credit card went into the payment mode.
Your Irresistible Home Page: 5 Steps to Writing a Sizzling Home Page that Get...Tammi Metzler
Discover how to translate your passions & expertise into just the right words on your website's home page to inspire website visitors to join your newsletter list, request a consultation, or invest in your solutions!
We are Rebel Ape Marketing. Let's talk about building a brand story and why it's important to help drive business and increase your brand visibility.
Visit us at: https://www.therebelape.com
Find your Authentic Social Presence on Social Media with Mike Russell. Mike manages the social media accounts for @VisitFlagstaff at the Flagstaff Convention & Visitors Bureau as well as @MikeRDzign.
Similar to How to Turn a Frustrated Customer into Your Brand Advocate (20)
Emerging Trends in Marketing-Role of AI & Data ScienceDigital Vidya
Today marketing without the use of technology cannot exist. Both MarTech and AdTech are important cogs in the marketing wheel. However, the technological landscape is changing every rapidly and keeping track of the emerging trends in marketing is becoming very difficult and tiresome. This webinar will address the emerging technological landscape in marketing and what one should know about them.
Key Takeaways:
1. Ad Tech and Martech
2. AI in Marketing
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5. Social Media Evolution
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Digital Marketing Beyond Facebook & GoogleDigital Vidya
With Google & Facebook taking up a large percentage of the digital advertising investment in India, often marketers tend to focus only on these two platforms. But there are a lot more platforms out there today that can be leveraged to build a brand and to acquire more customers. Be it LinkedIn, Native, Platforms like Quora, Industry specific platforms like 99 Acres, CarDekho etc, multilingual platforms and publishers, audio apps and programmatic to name a few. Learn how these can be leveraged to achieve different marketing goals.
Key Takeaways:
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5. See case studies of brands who have got ROI via these newer channels
In the recent past, we have learnt that data is the lifeline of any business and it is really important to collect data, more and more of it. But no one is telling us what to do with large volumes of data.
Shailendra has successfully delivered over One Billion Dollars in incremental value and will spend 30 minutes in showcasing how many large organisations are using data to their advantage by creating value through generating incremental revenue and optimising costs using analytics techniques.
Key Takeaways:
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Welcome to the world of NoSQL. NoSQL market is now expected to reach 4.2 billion dollar business in itself by 2020. If you are still confused by what does this term means then you are not ready for the Big Data world. However, just knowing the term is not enough.
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Effective persuasion techniques not only help Marketing & Salespeople to generate more customers. Whether done internally or via Influencers, these persuasion techniques are very important to trigger sales.
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How to Turn a Frustrated Customer into Your Brand Advocate
1.
Turn
Frustrated
Customer
into
Your
Brand
Advocate
“Delight
Your
Customers,
Build
Brand,
Grow
Business”
Serious about Digital Marketing?
Join our Upcoming Training!
Details @ www.digitalvidya.com
CONTACT
US
info@digitalvidya.com
+91-‐11-‐28051522
www.digitalvidya.com
2. BUILDING
BRAND
ADVOCATES
How to Turn a Frustrated Customer into Your Brand Advocate?
It was Nov 21st and a startup co-founder in Delhi needed to book a cab for his wife
and daughter, who were supposed to go to a birthday party in the evening. In order
to avoid any last minute issues, he booked Ola cabs, one of the popular Indian radio
taxi services, by 11 AM for 5:15 PM departure from his home.
At 4:50 PM he received a call from his wife expressing her frustration towards Ola
cabs, who’d just called her to inform about cancellation of the cab due to nonavailability. He was about to enter into an important meeting but found himself in a
difficult situation despite his best effort to book the cab well in time. He started
looking for other options and called other radio taxi providers in Delhi.
In the middle of his efforts, he received a message from Ola cabs with details of the
driver for the cab. He called the driver only to realize that the driver was at least 40
kms away from his home and thus would not be of any help. He tried his best talking
to other service providers but couldn’t find success till next 30 minutes. Finally, he
gave up and had to accept that his 6-year daughter will have to miss much awaited
birthday party of one of her best friends. Obviously it impacted his participation in the
meeting at office.
He reached home frustrated and listened to his wife’s experience in dealing with Ola
cabs’ customer service personnel. He decided that he would at least write a detailed
review tomorrow.
In order to express his frustration, he tweeted his experience with Ola cabs.
Soon, he received a response on Twitter from Ola Cabs. They apologized, asked for
details of his order and promised to do something.
While he shared his order details, he categorically told them that there’s nothing they
can do now to control the damage.
http://www.digitalvidya.com
info@digitalvidya.com
3. BUILDING
BRAND
ADVOCATES
Ola cabs had also mentioned that they would call him tomorrow. He received a call
next day from one of the senior customer relationship managers at Ola cabs. The
representative patiently heard his experience and once again apologized. The
representative mentioned that he had listened to the conversations customer’s wife
had with Ola cabs personnel a day before and deeply empathized with the customer
for spoiling the party especially for the child. Without any defense, the representative
also apologized for the incorrect allotment of the cab. At the same time, the
representative assured the customer that they will not let this experience repeat and
will also do something to make up for their mistake.
While he was little settled, he was still considering writing a review. After reaching
home, he was pleasantly surprised to know that his daughter was happy for the gift
she had received from Ola cabs.
It was a cake and the box carried this message.
http://www.digitalvidya.com
info@digitalvidya.com
4. BUILDING
BRAND
ADVOCATES
He was surely touched and decided to forgive Ola cabs and give them another
chance. Obviously, he cancelled the idea of writing a review.
Do you want to know who’s the customer in this story? It’s me, who wrote this post.
As a co-founder of Digital Marketing education firm, I always love to learn and distill
knowledge through real life experiences. My earlier experience of solving long
pending problem with a large private bank through Twitter was very well received.
I would like to capture the key takeaways about managing a reputation from this
personal experience.
i) Quick acknowledgement pacifies a frustrated customer: I was really
angry and was all set to take revenge by writing a review. The moment Ola
cabs acknowledged their mistake on Twitter and promised to call tomorrow, I
was bit relaxed. If you can give the ‘experience of being heard’ to a
dissatisfied customer, you’ve done half of the job.
ii) A genuine apology doesn’t hurt: There was no attempt from Ola cabs to
defend their mistake and put the blame on someone else. The fact that they
took responsibility of the situation encouraged me to give them another
chance.
iii) Knowing the world of your customer is critical to winning his trust:
There was genuine effort to understand the gravity of the situation. They could
appreciate the emotional damage caused to my wife and my daughter.
iv) Creativity works even in crisis situations: Despite their promise to make
up for the loss on the phone, I was sure that they would not be able to do
anything as damage had already been done. The best I could expect was that
they would send some typical gift. They choosing birthday cake as a gift was
http://www.digitalvidya.com
info@digitalvidya.com
5. BUILDING
BRAND
ADVOCATES
really creative and it surely demonstrated their ability to understand the
customer. Moreover, the personalized message was an icing on the cake,
which ensured that I dropped my idea of writing a review against them.
v) You can always convert a frustrated customer to your brand
ambassador: The fact that I’ve written this article versus writing a review
against them is live evidence.
About the Author
Pradeep Chopra (CEO, Digital Vidya)
Among the pioneers of Digital Marketing, Pradeep Chopra
has been part of the Internet Industry since 2000. He has
been a serial entrepreneur for last 13 years and is currently a
Co-founder & CEO of Digital Vidya, India’s premier Digital
Marketing training company. A graduate from IIT Delhi,
Pradeep is a core member of the Global Committee at
SEMPO USA, a non-profit that nurtures the growth of Digital
Marketing globally. He also sits on the advisory board of
Social Media Chambers Malaysia. He’s a tweet away
@PradeepChopra
http://www.digitalvidya.com
info@digitalvidya.com