Shopper Marketing and Customer Experience Management

we believe it takes an inspiring story to make people buy

Category Archives: customer stories

Brand ‘Storytelling’ is NOT

Brand that are practising ‘Storytelling’ MAGNUM Ice creams Couch Moments – South Africa The new Pints delivers a premium chocolate and ice-cream indulgence in the comfort of your home. Magnum … Continue reading

November 11, 2014 · Leave a comment

Duracell Moments of Warmth

For those who believe BRAND STORYTELLING is a repackaged term and that advertising has been doing it for years. What could the brand have done to market DURACELL QUANTUM? OPTION 1 – Talk … Continue reading

October 6, 2014 · Leave a comment

Brooks Brothers customers turned influencer

How are men’s formal apparel brands marketing themselves? In India the story looks something like this: From international imagery to events and recently style tips how real do these feel to … Continue reading

September 1, 2014 · Leave a comment

‘Live In Levi’s’ celebrating stories of people who live in their jeans

One does not know a single person who hasn’t a story involving those favourite paid of denims in their closet. Memories are written in certain denims and so we treasure … Continue reading

August 21, 2014 · Leave a comment

restaurants need stories

Recently spotted on a Facebook wall. The hospitality industry depends more on reviews a.k.a. stories more than a lot of other industries. In India there one will not find too … Continue reading

July 29, 2014 · Leave a comment

Nutella — 50 Years Full of Stories

Nutella asked people to send their love in the form of stories on its 50th birthday. Putting fans at the centre of the campaign idea. A global campaign to celebrate the brand’s … Continue reading

June 6, 2014 · 3 Comments

5by20 Coca Cola stories from rural India

In the world of social media conversations and that being discussed as THE way of spreading brand stories, here is Coca Cola spreading the ‘Happiness’ story in rural India. India, … Continue reading

March 24, 2014 · Leave a comment

Collaborative Marketing and Crowdtap

Brands today are engaging the customer in a way like never before. While new social media platforms have become an important part of the marketing strategy for any brand, these … Continue reading

March 11, 2014 · Leave a comment

Man Claims He Was Burned Having Relations With A Pizza, Domino’s Responds Perfectly

Funny customer story. Well done Dominos. Fantastic replies.

February 27, 2014 · Leave a comment

why did hashtag McDStories fail?

McDonald’s Head of Social Media Rick Wion said he believes in turning people into ‘storytellers’ and that corporations don’t tell stores, ‘people tell stories’. The #McDstories hashtag campaign aimed at inspiring … Continue reading

December 2, 2013 · Leave a comment

smelly Story

I opened my fridge this morning. “Oh! I finished the milk last night” – I said to myself. Hence, no cereal, and therefore no breakfast. I rushed to the local … Continue reading

August 26, 2013 · 3 Comments

the Jared Fogle story from Subway

All businesses can grow with stories. Simple, relevant and emotional STORIES. Here is a story of Jared Fogle who was 425 pounds at age 20 when he developed complications with … Continue reading

August 23, 2013 · Leave a comment

sorry state of Air India

The sorry state of Air India owing to 1 senior air hostess on the flight. If that is how a senior hostess is allowed to treat customers the example one … Continue reading

August 19, 2013 · Leave a comment

care, mean it, deliver – Only at Ritz Carlton

We will take care of this for you! Mean it! Deliver it! Who else will do that? RITZ CARLTON the BUYstory maker A recovery story that just keeps getting better! … Continue reading

August 9, 2013 · Leave a comment

the STORY of perceptive selling

My UPT and ATV story. I work with these terms day in and day out. UPT is Basket size and ATV is Basket value. Yet I fell for a sales … Continue reading

August 1, 2013 · Leave a comment

MAC man

I am never never sure of my cosmetics purchase. I always wonder if I have chosen the right colour. It is only when someone else compliments me do I feel … Continue reading

July 29, 2013 · 2 Comments

or this

has this happened in your presence? or this? or this? Write to us with your stories. Funny, Happy, Sad, Heartwarming or just plain Preposterous!

July 27, 2013 · Leave a comment

Lush? maybe not!

What  happens when you take a beautiful (handmade) creme, and put it in an eco friendly package? It creates a natural curiosity. Like it did in me. What happens when … Continue reading

July 25, 2013 · Leave a comment

a heartwarming story of a customer service representative at U.S. Cellular with a cancer patient

Taking from the video – Heartwarming story of a customer service representative with a cancer patient 24-year-old Carlos Gonzalez sporting large white-rimmed sunglasses, a plaid scarf, a lip ring, and … Continue reading

June 11, 2013 · Leave a comment

do I look like a Mr. to you?

Oh I forgot you can’t see me because you are across the phone. It was the industry’s conscious move to call a customer by their second name in the wake … Continue reading

June 7, 2013 · 2 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

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

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

customer revenge–137154378.html

May 2, 2013 · Leave a comment

complaints or just pains

May 2, 2013 · Leave a comment

the reaction-less customer service executive

Story Courtesy: A customer comes up to the cash register holding a jersey with a large ’2′ on it. Customer: “Hey, I want one of these jerseys, but I want … Continue reading

April 30, 2013 · 1 Comment

how many F_ _ _ s do you give?

Picture courtesy:

April 29, 2013 · Leave a comment

how important is valet parking service in the customer experience journey

These are some stories from my network of family and friends about horror experiences with valet parking in the city of Mumbai (India)… Nishant’s experience at Masala Zone in Bandra … Continue reading

April 29, 2013 · 2 Comments

gifting is stressful

Gift exchange is always a part of celebration, then why does it come with stress? It is because we are trying to choose a gift that is up to the … Continue reading

April 22, 2013 · Leave a comment

vanilla icecream at General Motors

The absurd product complaint story by a GM customer  about his car and vanilla ice-cream – “This is the second time I have written to you, and I don’t blame you … Continue reading

April 22, 2013 · Leave a comment

choose a tyre… why?

The only time we think tyres is when we have a flat one. Find a garage, repair or replace and out. I have a trusted garage owner. He decides the … Continue reading

April 20, 2013 · Leave a comment

we cannot discipline a customer. can we?

I recently had to visit the customer care gallery of my telecom service provider. I was at a gallery after maybe 2 years, thanks to relationship managers who assist you … Continue reading

April 14, 2013 · Leave a comment

businesses are perpetually suicidal

In the famous story about Brandon Cook’s grandmom and Panera Bread, Suzanne Fortier at Panera’s in Newhampshire thought beyond processes when she decided to cook clam chowder for Brandon’s ailing grandmom and … Continue reading

April 13, 2013 · 1 Comment

is it working now

Tech support: “Good morning, thank you for calling [tech support]. How may I help you today?” Customer: “Yes, the mouse that came with my computer is defective; it is not working right.” … Continue reading

April 12, 2013 · Leave a comment

I took the advice of the last reviewer

That is the power of stories. A review is nothing but a customer story that is credible, have impact and carries amplification value. The power of customer reviews is highly … Continue reading

April 10, 2013 · 1 Comment

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