ORM of Myntra (Brief about the Brand, Conversation with the Brand on Twitter, Suggestions)

1. Prasham Jhaveri
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Online Reputation Management
Brand Name: Myntra
Brief About the Brand:
Myntrais an Indian fashion e-commerce company headquartered in
Bengaluru, Karnataka, India. The company was founded in 2007to
sell personalized gift items. In May 2014, Myntra.com wasacquired
by Flipkart. The CEOof Myntrais AnanthNarayanan. Its Competitors
have been SnapDeal, Jabong, and Amazon.
The Brand hasits Social MediaPresenceon Facebook, Twitter,
Instagram & YouTube.
The Brand hasits own Website (www.myntra.com)& MobileApp.
Conversation with the Brand on Twitter:
1)

2. Prasham Jhaveri
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In the Above Conversation aswe can see that Myntracould not deliver the
productto the customer earlier which would frustrate& irritate any
consumer? HenceMyntrashould have replied stating the word sorry to the
customer and could have provided somecompensation to the customer.
Butthey didn’tdo that they just replied why couldn’tthey deliver the
productand they reply didn’tfeellike a sorry & understandingreply.
Suggestions:
 They could have given a statement saying sorry to the customer since
it wastheir mistake.
 Compensation should be given in terms of any offer, coupons, gift
voucher or any free gift from their side for the mistake.
Example:
 Hey Tarun! Weare really sorry for our mistake and we are feeling
really apologetic that the productcouldn’tget delivered on time. Well
try to make surethat this mistake does nottake place again. Dueto
our inconvenienceweare giving you 20% discounton the Wildcraft
BlueJacket which you have ordered. Hopeyou enjoy your product.
Thank you & Sorry onceagain.
2)

3. Prasham Jhaveri
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In the Above Conversation aswe can see that Myntradelivered the wrong
productto the customer which would be frustrating& irritating. Myntra
gave the worstonline shoppingexperienceto the customer so it’s less
likely that the customer will return back for onlineshopping .HenceMyntra
should have replied stating the word sorry to the customer for the technical
issues and for sendingthe wrongproduct. They could have provided some
product(in relation with body shaper) as a gift to the customer. Butthey
didn’tdo that they just asked for the order number & productin reference.
Suggestions:
 They could have given a statement saying sorry to the customer since
it wastheir mistake for replacingthe product& for the technical
issues.
 A Productin Relation with Body Shaper as a gift to the customer
which can delight her unexpectedly & she can continueto enjoy her
shoppingexperience with Myntra.
Example:
 Hey Divya!We are really sorry for sendingyou the wrongproduct
and we are feeling really apologetic for the technical issues that were
taking place. Well try to makesurethat this mistake doesnot take
place again. Dueto our inconvenience & trouble we are giving you
the waist trainer as a gift from our side. Hope you like our product.
Thank you & Sorry onceagain.
3)

4. Prasham Jhaveri
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In the Above Conversation aswe can see that Myntra had to deliver the
dress to the customer before a certain date as requested by the customer
but Myntracouldn’tgivecustomer satisfaction. Even if Myntra couldn’tthe
deliver the productat a faster rate it should have replied stating the word
sorry for the inconvenienceaboutnot deliveringthe producton the date
requested by the customer and also for the bad delivery experiencewhich
the customer had to face. They could have senta DM sendinga
Congratulation message to the customer for his cousins weddingand also
they could have sent a smallweddinggift or a voucher for his cousin for
providingbad customer satisfaction. Butthey didn’tdo that they again just
gave a common reply of getting back to you about the productwithin 24
hourswhich is given to most of the customer.
Suggestions:
 They could have given a statement saying sorry to the customer for
providingbad customer satisfaction & bad delivery experience.
 A Congratulation message to the customer for his cousin’s wedding
and they should send a small weddinggiftor a voucher for his cousin
which would delight the customer unexpectedly & he will continueto
shop with Myntra.
Example:
 Hey Saif! We are really sorry for providingbad customer satisfaction
which didn’treach up to the mark and we are feeling really
apologetic for the delivery experiencethat took place. Wewould love
to congratulate your Cousin for the Wedding and wewould loveto
providethe couplewith a small weddinggift/voucher from Myntra.
Wehope you like the surprise/gift& once again sorry for the
inconvenienceand the trouble that took place.