Tag Archives: Customer experience

Raging demand for Mi3: Can Xiaomi match the hype with robust supply chain & service network? #Press #Media #Economic Times

Repeat Xiaomi (pronounced shiao-me) five times. The time you will take to accomplish this minor feat is approximately the time it took the Chinese maker of smartphones to sell out their second lot of Mi3 smartphones in India: about five seconds. Xiaomi has had two flash sales so far, on Flipkart, where Xiaomi phones are sold exclusively.

On July 22, Flipkart ‘s website crashed, unable to take the barrage of traffic as the phones went on sale for the first time in India. A week later, Flipkart hosted the second flash sale but it was over in a matter of seconds as the phones sold out.

That, in turn, left many prospective buyers fuming on social media and online forums. “Is anybody really getting the #Xiaomi Mi3 in the @Flipkart sale? Or is it a scam to increase the product’s awareness?” tweeted Ronak Saigal. That tweet more or less summed up the frustration of thousands of users who had registered on Flipkart to buy the handset.

Hype Plus Value

Xiaomi says that it has been overwhelmed by the response. “For our last sale on July 29, more than 200,000 people had registered. Flipkart saw an unprecedented 250,000 users simultaneously accessing the Mi3 page shortly after the last sale opened on July 29,” Manu Jain, head of India operations for Xiaomi, told ET Magazine. Jain says that over 20,000 Mi3 handsets have been sold so far in India.

To be sure, India isn’t the first country in which Xiaomi phones are selling at this pace. In Malaysia, the Mi3 handsets disappeared in 17 minutes when they were launched in May. In early March, the Mi3 model was sold out in Singapore in 2 minutes. Its latest phone the Mi4, for instance, sold out in China in 37 seconds last week.

But the question back home persists: is this a wellcalibrated strategy to generate hype or did Xiaomi underestimate the demand in India? It’s probably a mix of both, say industry watchers.

“The kind of hype and curiosity that has been generated because of the units selling out would have otherwise cost a huge marketing budget,” says Sanchit Vir Gogia, chief analyst and CEO, Greyhound Research, who says the specs the Mi3 offers for its price (just under Rs 14,000) make it a great buy.

Jain concedes that Xiaomi underestimated the response from potential buyers. “Yes, the demand has been significantly higher than our expectations.

We use our Facebook page, and other social media trends as a proxy for user demand. Since we had less than 10,000 followers when we launched in India, we are pleasantly surprised by the response,” says Jain.

Analysts caution that having generated such hype the company will have to tread carefully in a large and crowded marketplace like India. “If you look beyond the hype, the company has sold just about 20,000 units so far. To capture even a 1% market share in India means selling 60,000 units per month,” says Tarun Pathak, telecom analyst at CyberMedia Research.

Flash in the Pan?

That’s where analysts believe the next sale, scheduled for August 5, is going to be crucial. “They will have to put a lot more units on sale,” says Pathak. Xiaomi seems to be aware of the challenge it’s facing. “We are ramping up the supply every week for our Mi fans. On August 5, 15,000 devices will be available for sale. We are also working closely with our partner Flipkart to improve the buying experience on the site,” adds Jain.

Flipkart declined to detail how the site would improve its back-end infrastructure to ensure there was lesser consumer outrage with the next Xiaomi flash sale. But in an earlier press release, Flipkart co-founder Sachin Bansal had said that the Mi sales model was “a new concept for us at Flipkart and the Indian customers” and that the company was working towards improving customer experience. Existing players don’t seem threatened by Xiaomi’s tactics.

“India is a difficult market to operate in, where vendors have to spend time and money to bring a strong customer service backbone, “says Pardeep Jain, co-founder of Karbonn Mobile. “Indian consumers can be very prickly about poor phone-buying experiences and given the choice they have, you can’t afford to mess up your initial entry,” he adds.

Xiaomi is the talk of the telecom world, for now. The three-year-old company is now the world’s fifth largest smartphone maker by market share. Xiaomi’s rise has been fuelled by business innovations like selling its units below the bill of materials, selling directly to consumers through flash sales (thereby avoiding costly distribution channels) and dollops of hype. Xiaomi’s success in India will be determined by whether it can match the hype with a robust supply chain and service network. That will determine if it’s the next Samsung or just another smartphone player in a hyper-competitive market.

Source: The Economic Times

The Social CIO #Press #Media

Enterprise technology decision makers are increasingly leveraging social network and technologies to foster growth in their organisations.

Social technologies are playing a major role in fostering growth among organisations and enterprise technology decision makers are leveraging social networks in numerous innovative ways. There are some key verticals like BFSI, telecom, retail and hospitality which is using social technologies to reach out to their customers. Interacting with the customers on a regular basis allows enterprises to know their requirements and this helps in coming up with offers or products that are liked by the customers.

According to Atul Nigam, CIO, Micromax India, “Social platforms like Facebook, Twitter, Linkden allows us to reach our customers and get to know what are their requirements. CIOs can play a major role in providing apt business analytics to identify a specific trend and that helps in coming up with offers/promotions which customers can relate to. Our company has seen tremendous growth in the last five to six years and for us to sustain this growth rate, we need to know our customers better and social technologies plays an integral role in identifying this.”

Enterprise technology decision makers are leveraging social technologies to provide analytical insights about consumers. This in turn is helping enterprises to be more customer-friendly and focussed in their approach.

According to Sanchit Vir Gogia, Chief Analyst and CEO, Greyhound Research, IT organizations are struggling to deal with the invasion of multiple consumer-driven social technologies inside corporate firewalls. Employees continue to use these tools — with or without IT’s knowledge and approval — to help them improve their performance and do their work more efficiently. Employee adoption is catalysing many companies in Asia Pacific to proactively use (or at least plan to use) social tools as part of their IT setup, giving users the choice to adopt new tools to improve productivity and hence improve employee satisfaction.

CIOs across verticals agree that social analytics can play a key role in enhancing customer experience.

According to KK Chaudhary, CIO, Lanco Infratech, “I vouch for social analytics and I have witnessed many of my peers helping out their marketing team in getting to know different aspects of customer behaviour. Although, we are into power and do not need to interact with our customers via social medium, but I feel there are many verticals where one needs to interact directly to the customers and social technologies helps a lot of achieving this feat. At Lanco, we use internal social tool which helps in connecting with the employees and also makes them updated with the new developments in the organisation.”

Source: CIO & Leader

#CXO Chat Aug 19th, Noon EST: From Transactions to Contextual Engagement: Strategy Please? with Sanchit Vir Gogia, CEO of GKG #Event #Media #CXO #Chat #Facebook

“Competitive differentiation depends on pervasive customer engagement in a business environment that is proactive, innovative, agile and people-centric. Using Tom Peters’ principles such as “bias for action,” every person in your organization should be empowered to deliver maximum value to the customer at every moment. Where big data is concerned, experience optimization, next best action, stream computing and self-service contextual analytics can be key components in an action-biased culture that delivers continuous customer satisfaction.” [Adapted from Big Data As a Strategic Asset: Got Guru?]

In our next twitterchat guest, Sanchit Vir Gogia, Founder & Group CEO, Greyhound Knowledge Group, joins us as we discuss “From Transactions to Contextual Engagement: Strategy Please?” James Kobielus, IBM’s Big Data Evangelist and resident SME for #CXO chat also joins the conversation! Here are the questions we’ll be discussing as well as reference articles to help inspire the August 19th discussion at 12 PM EST.

#CXO Chat Discussion Questions:

1.    How do you build a business case around contextual engagement to get buy-in from the leadership team?

2.    How can companies plan for and cultivate exceptional pre and post transaction customer conversations and engagement strategies?

3.    How do you bridge the gap between customer value creation and value consumption?

4.    Despite the large amounts of customer data today how do businesses remain agile and shift with constantly changing consumer behavior?

5.    What should the IT team do to play a more proactive role in improving customer engagement in the near future?

6.    How can businesses use emerging technologies like Cloud, Mobility, Big Data and Social to improve customer engagement?

7.    What’s the key to being contextually relevant at any point in the customer journey?

8.    What would a customer engagement strategy for the 2020 customer look like?

9.    Is big data improving or diminishing customer engagement?

#CXO Chat Reference Articles:

The new digital customer journey: Cross-channel, mobile, social, self-service, and engaged | http://bit.ly/16fND5R

IBM Improving the Science to Apply Business Analytics for Better Customer Engagementhttp://bit.ly/13oXUhU

The Big Deal About Big Data for Customer Engagement http://bit.ly/1dcYZLw

Is Big Data Shrinking Customer Engagement? | http://bit.ly/12adprj

Big Data As a Strategic Asset: Got Guru? | http://bit.ly/1dbUUav

#CXO Guest Bio:

Sanchit is the Founder & CEO of Greyhound Knowledge Group that operates under three brands in emerging markets – Greyhound Research, Greyhound Sculpt and Greyhound Technocrat Search. The group currently employs experts with experience in IT Research & Advisory, Consumer Research and Executive Search.

Sanchit is a highly recognized and reputed IT analyst, consultant and advisor. He is also the author of the famous blog, “As Disruptive As IT Gets”. Known for his passion for emerging markets and technologies, he has gained repute in the technology community by authoring numerous thought provoking reports on topics like Cloud Computing, Big Data and Customer Engagement. With extensive experience in research, strategy, sales and marketing, Sanchit has solid experience as an IT analyst, advisor and consultant advising both end-users and vendors.

What is #CXO chat?

#CXO chat is a weekly conversation every Monday at 12 Noon EST, on Twitter.  Each week we discuss a different customer experience optimization topic.

How do you join in?

If you use a Twitter client like Tweetdeck, HootSuite or Seesmic Desktop, create a search column for the term ‘#CXO’.  Then as we tweet with the #CXO hashtag, they will show up in your column.  Or you can follow with Twubs  – http://twubs.com/cxo and it automatically adds the #CXO hashtag

How do you participate?

Just jump right in! Review the discussion questions posted so you can prepare your thoughts and answers. When the question is posed begin your response with A1: for question 1 and A2: for question 2 etc.  No answer is wrong! We look forward to seeing you at the #CXO water cooler hosted by @IBMbigdata

Follow the hashtag #CXO throughout the week for articles, facts and nuggets on customer experience optimization. You can also continue the discussion on LinkedIn in the Customer eXperience Optimization group http://www.linkedin.com/groups?mostPopular=&gid=3952442

Source: Facebook