Shopper Marketing and Customer Experience Management

we believe it takes an inspiring story to make people buy

potential of gift cards

As a person I hate gift certificates.  It stirs very very strong negative emotions. To me it is the way to tell someone ‘I don’t care enough to go through the effort’. But then … Continue reading

May 28, 2013 · 4 Comments

ever had an airline damage your checked in luggage?

Of course the absolute opposite of my last post Spoken word poetry on Honda CRV could happen. In the age of the customer, a few hundred dollars and some creativity could get … Continue reading

May 26, 2013 · Leave a comment

loyalty! what loyalty?

May 26, 2013 · Leave a comment

spoken word poetry – HONDA CR-V

I have off late developed an interest for the fascinating world of ‘spoken word poetry’. And I chanced upon this one – Spoken word poetry on Honda CRV Do you know what … Continue reading

May 25, 2013 · Leave a comment

at Lego someone is constantly thinking stories

Who loves stories more than kids? Lego does the best storytelling. There are multiple reasons to believe that someone at Lego is constantly thinking STORIES. BRAND STORY – For one, … Continue reading

May 23, 2013 · 1 Comment

what are you likely to do?

Imagine this – ‘you are walking past a store and you spot a beautiful jacket in the store window, you walk in and while you are browsing you spot the … Continue reading

May 22, 2013 · 2 Comments

BUYSTORIES work – life of a shoe box

Story of a shoebox “Someone I have never met put in a lot of effort in designing me. I was born in a factory with a lot of other boxes … Continue reading

May 21, 2013 · 2 Comments

is packaging a good place to tell the brand story?

On your packaging – is it a good place to tell your story? If emotions drive purchase, what better place to trigger these emotions when the customer is comparing you … Continue reading

May 20, 2013 · 2 Comments

quotable quotes

May 19, 2013 · Leave a comment

why would my bank send me an SMS at 2:25am

What I will do about it? I will spend the day hoping this was a system error Make sure the bank does not have me listed as NRI and as … Continue reading

May 18, 2013 · Leave a comment

Project Chirag: garnier men power lighting a village

Garnier gave us fantastic story. Founded two years ago, Project Chirag is aimed at providing Solar based electrification to over 125 villages across the country. Rural electrification by providing households … Continue reading

May 16, 2013 · Leave a comment

all automobiles have stories attached to them… so does Nana’s Mustang

“I won’t forget that day when my car almost collided into this White FIAT, I looked up to see the number plate MH02-149 and knew it was your Dad. It was the … Continue reading

May 14, 2013 · 2 Comments

business attitude towards CEM


May 14, 2013 · Leave a comment

Coke crafting a story worth experiencing and retelling

Have a look at this link before you read further that lives up to the Coke Happiness platform. Click Coca-Cola Where Will Happiness Strike Next: The OFW Project Personally the … Continue reading

May 14, 2013 · 1 Comment


Main aur meri Maggi Nostalgia inspires hunger – reliving moments Shristi ki Me & Meri ‘exam time walli’ MAGGI MAGGI was a saviour in my exam days rather nights … Continue reading

May 13, 2013 · Leave a comment

‘prove your loyalty’ card

I am talking about the generously distributed pieces of plastic, sometimes even without a name. I was handed 1 at M&S Delhi India last week. It has a card number … Continue reading

May 11, 2013 · 2 Comments

everyone wears the LUXURY BADGE

Straight from the customer come these words that I have come across during days spent with luxury buyers across age groups, income classes and backgrounds all parts of India from … Continue reading

May 9, 2013 · Leave a comment

2 of the best exercise freedom that goes a long way

2 companies renowned for great customer experience exercise freedom. The staff is given freedom to treat the customer as a person. As a customer it is not too much to ask for. … Continue reading

May 7, 2013 · 1 Comment

Joshie the giraffe’s vacation at Ritz Carlton

The Hurn family went on vacation and left behind their son’s beloved stuffed animal, Joshie at the Ritz Carlton Amelie Island. Riley, the family’s child was notably upset at the … Continue reading

May 3, 2013 · Leave a comment

customer revenge–137154378.html

May 2, 2013 · Leave a comment

but we already do these things

How many times have CEM experts heard the words ‘its not like we don’t know these things’ OR ‘but we already do these things’? Often when one discusses the simple … Continue reading

May 2, 2013 · Leave a comment

complaints or just pains

May 2, 2013 · Leave a comment

tales from our favourite brands

Every brand has a story. Stories breath life into a brand. It is easier for the customer to emotionally connect with a person than with a brand. Cars killed the … Continue reading

May 2, 2013 · Leave a comment

no amount of training can help avoid these

I am certain these businesses spend a good portion of their budget in training customer service representatives. I am also confident these representatives have good intentions. but WHAT can be … Continue reading

May 1, 2013 · Leave a comment

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