Archive for Mobile

Brand Experience in Tele Sales, Customer Care, CRM?

We keep talking about brand experience, brand extensions, brand positionings, brand this, brand that…

But what do we do when everything is going right, well just about perfect, until my phone rings… 

Today I got a call from Hutch (a leading mobile telephony provider in India). Well, I know this is not a huge milestone in my two and a half decades of existence, anyways…

Hutch Brand Personality(sorry aaker/kapferer for the crudely defined personality): Young, innovative, reliable, friendly, PINK, sexier (than the largest mobile service company Airtel), and does some brilliant advertising…

But then I was in for a surprise….

Coming back to me and my phoney friend (the Hutch telesales executive)… Read the full tele-sales-script…. Read the rest of this entry »

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