Search Results for: omnichannel

Mastering Targeted Offers - The Uber Way

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… Flat Fare Weekend offer in Ahmedabad. For one, the fare was lower: INR 50 for up to 8 kms and INR 100 up to 15 kms. For another, it ran through the whole week. (Last year, I’d visited this Gujarat city and had taken a couple of Uber rides there. Maybe because of that, I keep getting Uber’s targeted offers for Ahmedabad as well).
#2. OMNICHANNEL
I regularly receive Uber’s targeted offers via three channels viz. Email, SMS and in-app PUSH notifications. I love it that all of them work inside the Uber app.
That’s

Overcoming The Space Time Challenge in CEM

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In Omnichannel Couponing Drives CEM Success – Part 1, I’d highlighted the space challenge in the couponing phase of a CEM program. To recap, this comprises issues that range from where to insert the code and how to make the code large enough to be visible but small enough to fit on the existing package through to ensuring that there’s enough space on the label to print instructions on how to submit the code.
Subsequently, I’ve come across a few more CEM programs run by FMCG brands. The space challenge continues.
In addition, time has emerged as another …

Teardown Of Myntra's App Mantra

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India’s leading online fashion brand Myntra recently shut down its desktop and mobile websites and decided to go mobile app only.
As far as I know, this is an unprecedented move by any ecommerce player anywhere in the world and flies in the face of moves by brands to increasingly hop on to the omnichannel bandwagon.
Customers and pundits have panned the company for taking this decision.
The CEO of Snapdeal, the chief rival of Myntra’s parent company Flipkart, has called it the “most consumer-unfriendly idea I have ever heard of”. Despite all that, Myntra has stuck …

HDFC Bank's PayZapp Ends My Bill Payment Woes

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I get around 15 bills a month from telcos, utilities and other types of billers. Being an omnichannel freak, I don’t have any bias towards where I pay them, with my choice of payment channel depending largely upon where I am when a certain bill falls due: If I’m close to my laptop, I pay at the biller’s website; if I’m in the biller’s neighborhood, I pop in to its office and pay at its counter. I’m a user of what bill pay insiders would call the “Biller-Direct” option of bill payment.
I …

Retail Bank Sees Strong Uplift In Online Customer Acquisition

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… bank launched online account opening apart from the conventional process that involved paper forms and required a branch visit. Spanning a web portal for application, telephone calls for clarifications, emails for confirmations and in-person visits for submission of KYC-related documents, Kotak Instant Account was an early adopter of omnichannel banking. According to anecdotal evidence, the bank’s conversion rate of online visitors to customers was on par with industry benchmarks. However, since the bank has traditionally sought to use technology as a differentiator, it was not content with merely matching industry averages. As it was seeking ways to …

The Death Of Cash Is At Least 190 Years Away

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… the end of the session. What happens is, the airline’s COD service provider – a Silicon Valley VC-funded startup – visits the customer’s house and collects cash. As soon it confirms the receipt of cash, the airline emails the e-ticket to the customer.
With this great example of omnichannel journey, the airline mitigates the risk of online payment-holdouts moving away to costlier physical outlets to buy their tickets. At the same time, the new payment method doesn’t erode the airline’s margin since cash collection charges are no greater than the Merchant Discount Rate / Merchant Service …

Your QR Code Works. What Next? - Part 2

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… point, with the rest of the information collected as and when it comes necessary or more convenient to do so. We admit that this involves a channel hop – from mobile to PC – and could lead to abandonment by itself. That’s why we would be careful about recommending such an “omnichannel journey” under most circumstances. However, in this specific situation, physical delivery of the product is involved. WSJ needs to obtain the subscriber’s postal address. The only choice WSJ has in the matter is, whether to get that info from a smartphone virtual keyboard or a fullsize PC keyboard …

Whither Cross Selling & Upselling With eBills & eStatements?

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… get 1,000 free SMSs. I immediately ordered this pack and, hopefully, the days of sticker shock are behind me. (As an aside, my interaction with Vodafone in the above example started with Twitter, moved to telephone and ended with email. It looks like Vodafone has already jumped onto the omnichannel bandwagon, a subject about which I’ve written here, here and here.)
This was a great example of cross-selling / upselling, except that the biller didn’t trigger it. I wondered why. Surely, my MNO had EBPP. Since its CSR who called me in response to my Twitter update …