Customers Want To Be Served Where They Are
The digital dynamic has played out. Launching the first of its kind, the road bank ( Kona Kona Kotak ), to the first downloadable bank account in 2017 to keep innovating during covid in a regulated industry was a challenge.
Kotak took this as an opportunity to build relationships. For banking, opening an account is the starting point of a relationship. Given covid restrictions, the account cannot be fully functional without the mandatory KYC.
Breaking barriers, creating a product and communicating with a celebrity in the confines of a lockdown proved that as long as you are connected to the internet, Kotak can seamlessly open up a fully operational bank account with Video KYC. During the lockdown, being purposely useful by minimising hardship to customers & providing customer delight has strengthened the customer relationship.
Hyper Personalising offers for cards as a product require analytical capabilities. Personalising communication channels, offer types, and timing by past customer behaviour is a strong differentiator for customer delight.
Superpowers?
We have an idea. It is not a power ring, nor does it shoot laser from its eyes. We call it x-ray vision. It lets you see if your customers are happy or disappointed, if they are loyal to your brand or if they would like to move on with another option. This superpower can tell you if they are aware of your current offers and promotions or if they are forgettable in their minds. The superpowers of CX allow every brand to see through the eyes of their customers.
The DMAasia Brand Trail is a new concept introduced to the marketing community. A unique representation of insights from a variety of industries, ranging from eCommerce and financial services to food and property.
The DMAasia Brand Trail for CX Superpowers was held in Mumbai & Gurugram on 10th Nov and 17th Nov. It was an interactive session which has garnered industry-wide participation from over 40 CxOs in attendance.
We started with a simple objective: collectively finding what it will take to win in 2023 and how brands can grow at scale.
The perspectives mentioned here have been captured at the Cx Superpowers event by our team at DMAasia. It's a wealth of techniques that you can deploy for your brand.
What is your brand's favourite superpower? Let us know and we would love to get you featured here at the DMAasia Brand Trail.
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Attention CXOs! Whether you're a seasoned veteran or a rising star, we want to hear your valuable opinion on AI in marketing. We also have a few young Turks invites, so if you're a maverick or misfit with a fresh perspective, we'd love to hear from you too. Join the Brandmasters community and seize the opportunity to redefine the role of AI in marketing. Send us a thought-provoking blog post at [email protected] and request your exclusive invitation to the Tri-City Events on April 18th, 19th, and 21st. Let's set new standards of excellence together!
