We Like Project

By:-
Abhishek Upadhyay
HPGD/JA17/1005
 Annexure 1

UNDERTAKING BY STUDENT

I Mr . Abhishek Upadhyay, having admission no. HPGD/JA17/1005, declare that project

work done for Project We Like is my own work conducted as part of my syllabus.

I further declare that project work has been prepared personally by me after viewing the
content under ‘We Tube, We Lounge and Newswire’ and it is not sourced from any outside
agency or any other student.

I understand that, any such malpractice will result into I being debarred for the subject viva
and will be considered fail for that subject. I also understand that I will have to face very
serious consequences and my admission to the program will be cancelled without any
refund of fees. I am also aware that, I may face legal action, if I follow such malpractice.

I hereby abide to take the viva faculty’s decision as final for evaluation of Project We Like.

Signature of Candidate
We tube Session 1
Sales & Cold Calling
By Suruchi Yadav
What is cold calling?
1.Visiting a prospect (who may not know the visitor) without a prior appointment.
2.Calling a prospect (who does not know the caller) for a sales appointment. Called also
cold canvassing.
3.Making unsolicited phone calls to strangers, usually to generate a sale or seek a
donation

Few things to keep in mind while doing cold calling.

When we do 100 calls atleast we should get 2-3 promising leads from 100 calls.

Tips for good cold calling

 What am I selling
 Be confident
 Make sure to give a positive impression
 Be business like and professional
 Be polite
 Be warm
 Always be honest
Where do I get my leads?
We may get leads through different mediums like Newspaper, balance sheet, dividend
declaration , industry database, colleague in other department, reference & etc

Before calling things to be kept in mind:-

 Decide who will be calling

 Plan your call
 Research the prospective
 Find the right person to call
 Rehearse your script.

Do homework before calling to Anyone , must be well known for the product so that
you would able to solve all the questions and not hesitate when you are having the
call.

First, few people are naturally successful at cold calling. Second, cold calling has a
bad reputation. Most people find cold calls intrusive and obnoxious. Third,
conversion rates for cold calls are typically about 2%, compared to 20% for solid
leads and 50% for referrals.
 We tube Session 4
Peer To Peer Learning- Goods & service Tax
By Daulat wadhwa
What is gst?

GST is one indirect tax for the whole nation which will make india one unified common
market. It will replace all indirect taxes levied on goods and services by states and Central.

Benefits of gst:

 Making it easier to do business

 Reduction in logistics cost and time taken across states
 Higher exemptions to new businesses
 Financial Inclusion

Need for gst:

 To simplify & replace the exiting multiple tax structure.

 To remove the cascading effect ie tax on tax
 To get full credit for fare paid at previous stage
 To increase the tax collection and stopleakages.
Technology for GST:

 Central govt has formed a not for profit an organization ie GSTN for development it
infrastructure & services
 Infosysy is currently developing the platform for gst
 The registration will be done through a uniform pan linked business idendification
number
 Establishment of gst council.

Gst rate structure:

Gst council finalized revenue neutral rate for different goods & services.
05, 5%, 12% 7 28 % with lower interesed rates for essentials items and highest for luxury and
demerits goods that would also attract and additional cess.

Benefits to consumer , govt &business:

 Simplicity &unformely of tax rates and structure
 Improved competitivenesss
 Higher revenue efficiency
 Gst will reduce tax evasion , more morelyto banks and states
Gain to manufacturer & exporters

 Single and transparent tax

 Relief in overall tax burden

Gst model:-
 We tube Session 3
Big Data – The 5 Vs
By Nitesh Verma
 What is Big data?

 Big data is like a normal data but in very big amount and mostly
unstructured.
 Unstructured data means all data is not in the structured (table)
format; 85% of data is unstructured today that includes audio, video,
images, chats, etc.
 We cannot handle the big data in usual approach, it requires different
approach : techniques, tools and architectures.
 Big data is a collection of data sets so large and complex that it
becomes difficult to process using on hand database management tools
 The challenge include capture, storage, sharing analysis and
visualization.
The V's of Big Data:
Velocity, Volume, Value, Variety, and Veracity

1.Velocity.
velocity refers to the speed at which vast amounts of data are being generated, collected and
analyzed.
2.Volume
Volume refers to the incredible amounts of data generated each second from social media,
cell phones, cars, credit cards, M2M sensors, photographs, video, etc.
3.Value
When we talk about value, we’re referring to the worth of the data being extracted. Having
endless amounts of data is one thing, but unless it can be turned into value it is useless
4.Variety
Variety is defined as the different types of data we can now use. Data today looks very
different than data from the past. We no longer just have structured data (name, phone
number, address, financials, etc) that fits nice and neatly into a data table.
5.Veracity.
Last, but certainly not least there is veracity. Veracity is the quality or trustworthiness of
the data. Just how accurate is all this data.
How are we using big Data to generate value?

 Understanding and targeting the customers

 Understanding and optimizing the business process
 Personal qualification and performance optimaization
 We tube Session 4
Peer To Peer Learning- Customer service
By Swapnil Suryavanshi
 Customer Service.
what is customer?
A customer (also called client, buyer, or purchaser) is the recipient of goods or service,
product, or an idea obtained from a seller, vendor or a supplier via financial transaction or
exchange of money or some other valuable consideration.
Types of customer:
1. external customer: they are not just a paying customer but also who receive the benefits
of your product or service or goods.
Ex: purchasing In the mall
2. internal customers: these are specific people or department who play a role in helping
you to serve external customers.
Ex: air conditioning – dealers help them sell.
So what is customer service?
It is act of taking care of customer’s needs by providing and delivering professional,
helpful, high quality service and assistance before and after sales. Customer satisfaction is
very important to maintain customer success and provides reputation and brand value to
the product.
How do you service your customer?
It is done either by phone, in-person, written communication.

Call centre comes into action. They take queries to resolve any issues related to goods or
service. Ex: banks, e-commerce, telecom operators.

In in-person, we interact face to face.

In written communication, mails and letters comes into play.

Delighted customer is a sign of good customer service. Good customer service leads to
customer satisfaction and without a good service, client will be dissatisfied.
The main motive should be to delight the customer.

To provide a good customer service, always provide quality product, satisfy the needs of
the customer. This results in getting repeated order.

Go for any extra mile and express empathy to your customer.

Good customer service results in continued success, increased profit, higher hob
satisfaction, market expansion and establishing a brand.
A customer expects friendliness, empathy, fairness, participation, information and
understanding.

Commit to quality service, know your product and customers, treat people with courtesy
and respect and do not argue with the customer.

Do not keep customers hanging and always provide what has been promised. Make
customers and not sales.

Run a feedback survey. This can help you to know the loopholes and help you provide
good customer service.

Good service will increase reputation and increase mouth to mouth appreciation.

Follow the heat model of customer service:

h- hear
e- empathize
a- apologize
t- take ownership

following this model can help you provide delighted customer service everytime.
 We tube Session 5
Peer To Peer Learning- Have you stop Smoking?
By Swapnil Suryavanshi
Please do it before you are late!!

This topic will go through topics of statistics, what it contains, effect of smoking,
urge of smoking, ways to quit smoking, benefits of quitting.

There are around 1.4 billion smokers around the world and smoking is one of the
biggest threat mankind has faced.

6500 billion cigarette is consumed everyday and every cigarette takes one minute
of your life.

Smoking kills 65 lakh people in india and 5.4 million worldwide.

What does cigarette contain?

Acetic acid, nicotine, methane, ammonia, tolance, wax, carbon monoxide,
hexamine, formaldehyde, arsenic etc.
these are all dangerous chemicals used for making mosquito spray, candles etc.
What effect does smoking do?

With each puff of smoke inhaled, these chemical travel to every organ of the body
through blood and leads to diseases like stomach, throat, bladder, lung cancer and heart
diseases.
Pregnant women should never smoke during pregnancy as it directly affects child's brain
development.
Circulatory system problems like clotting of blood is also caused by smoking.
Respiratory system problem. People take long breadth.
Immune system issues
other effects are grey hair, pale face.

Myths of smoking:

helps in concentration. Infact it distracts in longer term.

Helps reduce tension. But in longer term it’s the cause of hypertension
sense of relaxation
decreases feelings of distress
keeps weight at optimum level
increase energy level
If smoking has these many effects on the human body, what urges people to smoke?
Answer is “nicotine”.
Nicotine is a psychoactive ingredient and makes feel good by improved concentration.
Nicotine provide variety of desirable psychological effects. It guides the brain on what to
do. Commands on alerting and relaxing. Mimics the brain’s most powerful messenger.
Nicotine causes addiction and inspires smoker to continue smoking.

How can you quit smoking?

Quitting smoking is not an easy task. The person should be firm and set a date the day he
will stop smoking.
Tell your family and co-workers about your decision to quit for motivation. Remove all
tobacco products from home, car, office and consult a doctor for guidance.

By quitting smoking, within 12 hours carbon monoxide level in your blood to normal.
Gradually blood circulation and lung function starts to improve.
Year by year a person starts eliminating heart diseases, lung infections, risk of stroke.

Finally a person will start saving money and lead a healthier life.
 We Lounge

Session 1:
Mr. Sachin Sanbhag
Head- Business intelligence unit, Tata
AIG General Insurance Company.
Mr. Sachin shanbag is someone who comes with 16 years of experience in strategy,
analytics, channel development, planning and processes in both life insurance and
general insurance.

He is expert on sales and distribution channels.

He started as a presales associate with a technology company. Later he joined tata-aig

as business analyst entering into insurance field.

He spoke about the era of insurance where friends and relatives used to recommend
the policy to parents to now it has gone in banking side. Which is calls as classy.

Business intelligence help the sales team with data and provide pin pointed insights of
market and segment.

Mba changed the aspect of this professional life and made him take his career
discussion.

Nowadays he believes mba is almost equivalent in graduate degree

Qualities he expects from a mba graduate are:
he expects the candidate to have his feet on the ground. Head on the shoulder rather
than on the air.
Be practical, logical, person with goals.

Students in mba has to focus on specialization in second year and narrow down on
which industry to target.

Develop additional skillsets which might not be a part of the syllabus.

Eg: sales and marketing, domain knowledge.

Put hard work and keep developing. Make switches if necessary in your professional
life. Be in right time on right place.

Work on different roles and responsibilities before moving up the ladder.

Insurance crossed rs 98000 crores in gdp.

Insurance is opened in different aspect. Like health, accident, general etc.

Main challenges:
- government schemes especially state government to insure rural livestock.
- Sales channel is part time and commission based.
- Diversity of needs of the customer nowadays.

He discussed about pro’s and con’s of working in insurance companies.

Enthusiasms and integrity is want he expects in good insurance sales person.

Shared his views on transformation of insurance industry in next 5 years. Few are
consolidation, cost cutting, less offices, organic growth, many more products, customer
will have pick and choose option.

He looks forward to salesforce automation as a technology add in to insurance industry.

On lighter note is shared his hobbies, things he does in leisure time.

Message: be yourself, do not throw jargon, showcase ability and knowledge. Be solution
oriented.
 We Lounge

Session 2:
Mr. Sumedh Mandla, CEO.
Grover Zampa Wines
Introduction:

I came across the interview of a person who heads 23 international market and 21
Indian states at Grover Zampa Wines.
His responsibility is managing overall P&L management and reporting to Board of
Directors.

Mr. Mandla has achieved CAGR of 50% for the last three years by creating annual
business plan and has won several awards and recognition for it.

He did his graduation from Goa, he briefly tells about his transition from college
to career.

He had chosen hotel management from the start of his career. But ideally it was
not his choice. He started his schooling from defence school and groomed to join
defence forces as he hailed from Jammu and Kashmir. His family was into
professions other than defence and he too wanted to take up profession apart from
defence.
He started his career with taj. He did the 3 year course in hotel management and
focused on food and beverage service.

Always stay eager to learn and always strive on hardwork.

He worked for jw marriot and came up with new idea to increase and analyse p&l.
they came up with several new concepts like night café and clubs.

he worked in Australia and visited many vineyards. He gained more interest in

vineyards and wanted to start with a partnership.

He started vineyard with the partner which lasted for 5 months. Later on went to
work for other distillery Selling beer, wine and other spirits.

His connection with wine brought him to lead zampa grover which is a wine
manufacturing companies.

They worked for quality, innovation and consistency as three pillars.

They expanded their business to different companies to suit the best climate to
produce quality wines.

Create quality product, customers will follow. Be consistent.

Study and market segments and work on cost optimization.

In professional life, make sure you give sufficient time for family and move forward
with life.

Wine production in india is 1% of total spirit in million cases.

Look more global and innovate according to the market transformation. Look for
more and more investment opportunity.

Threats are government policies, state liquor policies, duties.

Stay up to date on the status of your industry and be passionate.

 We Lounge

Session 3:
Mr. Sunit Pai, MD
Sunit Pai Hospitality Consultancy
He shares his journey from childhood to college days. He did a bsc in neurobiology.

He never wanted to be lead but instead wanted to lead.

He started with catering college and got placed with taj. He choose to work in order
to learn about the product management.

He started as a chef in taj, he choose kitchen so that he can manage the people and
F&B department.

Employment was never his idea and wanted to go by his own.

He with an partner grew an restaurant from scratch and in 10 years he opened 8

restaurants .

Free advice is not valued. So he started charging for advice and consultancy.

This paid advice started with hospitality consultant.

First impression is most important when assessing a person. 30 seconds of first
introduction decides weather an interaction has to be done or not.

Showcase your thought process to make a evaluating person make decisions on you.

He spoke about hospitality industry. Challenges in growing this industry. Mentality of

people regarding eating outside home.

He spoke about key challenges: govt regulations, graft, cost overrun, addition to capex,
high competitiveness, gradual growth and retaining quality staff.

Weakness: high breakeven point, capital exhaustion, too personalized business.

He spoke about his principles and discipline.

Learn all the art needed to do business and lead the life.

Shared lighter note on office administration.

Stay happy whatever happens with life.

Learning:

dream and dream big.

if you work for it you can achieve it.

set a goal and apply time frame.

if you cannot achieve in that time frame, leave that idea and go for plan b.

Follow the success steps.

Sleep over the idea and work on it every day.

In India f&B is treated as not a serious trade. Nowadays it is improving and new
specialities are coming up. Opportunities are growing.

Scenario is different in us, it is top 5 trade to work with.

Newswire
 1. THE HASHTAG CONCEPT

With growing social media platforms like Instagram and Facebook, new concepts and
feature and being introduced. One old feature i.e, Hashtag is being used increasingly.

For a beginner in social media, hashtag introduction would feel like a pointless
feature. Hasgag is represented by pound sign “#”.

In twitter and Instagram If you are discussing regarding any topic and want to connect
with the common topic discussion, we use # as a connecting. For example if you are
referring to cricket team of india, you can join discussion by incorporating
#meninblue #teamindia in the tweet. Tap on a # to see each and every post that tells
about the subject continuously.

Its necessary to know which characters can be incorporated in hashtag. Numbers can
be used in the hashtag. I.e, #viacom18 #cnbctv18 #3idiots

hashtag do not incorporated accentuation marks, commas, periods, shout focuses,

question marks and punctuations.

You can start a rundown of hashtag or can choose from existing hashtag.
Facebook started to add the hashtag feature from june 2013. not much has been discussed
regarding it. Click on # and it will rundown on posts which has the same hashtag. The
reference might be ay topic and there is no restriction on it.

Hashtags in Instagram can be utilized to supplement photographs shared and get the
attention of people. Hashtag can be used to run a competition or to relate to an event. Eg:
#winefestival #Holi. These hashtag urges people to post their picture according to the
hashtag discussion.

Tumblr follows the same concept as twitter. It is used to sort out the post by theme.

Use Pinterest hashtags to stamp and scan for content in addition to pins with a common
word or expression to depict.

So more usage of hashtag can get a boost in fan following.

2.WORD OF MOUTH MARKETING.
WHAT IS WORD OF MOUTH MARKETING?
When a customer experiences a product or a service, and recommends the product or the service to
someone else, orally or via written communications, then that is known as Word of mouth
marketing or WOM marketing or WOMM.

Importance of Word of mouth marketing or WOMM

Word of mouth marketing is one of the most important types of marketing for most brands,
products or services. The reason is explained below
· Impact: Word of mouth marketing is literally the best form of marketing because 92% of
people will buy the product which is referred to them by WOMM.
· Huge returns on investment: It is a myth that word of mouth marketing does not cost
anything. You need to invest in giving solid service to customers to generate WOMM. However,
once u give that service, you will get a huge return on investment.
· Using Brand advocates: Sometimes, some customers become so happy with your brand
that they become brand advocates. These customers are the ones who generate maximum business
for you via word of mouth marketing – without any cost to you!
· Power to small businessmen: Word of mouth marketing is becoming very important
especially for small stores and local brands who do not have a huge marketing budget. They can
give good service and get the returns because of the personal relations that they built.
· Negative WOMM means huge losses: Negative word of mouth can cause huge losses to a
fresh launched product or brand. When Tata Nano was launched, it suffered a huge hit to its brand
image because people called it the “poor mans car”. That is why companies need to focus on
positive word of mouth at all times
The effect of Negative word of mouth

Negative word of mouth publicity is devastating for any business. Today, with the internet and
Social media, negative word of mouth is a major problem for brands, products, and services.

Examples of Negative word of mouth

1)Zomato
2) Hospitals and Doctors

There are some specific tools which can be used for word of mouth marketing.
Service:One of the most common factors for positive word of mouth marketing is giving
prompt and effective service to the customers.

Quality:Quality makes a huge difference in the word of mouth generated for a product or
service.

Social Triggers:Social media is one of the strongest tools for word of mouth marketing.

PeopleCustomers might not remember your brand. They might not remember the product
too. But if you have the right people in your company, more then likely, people will build
good relations with the end customer. A wrong person can make the customers go away with
his rude talks and unkempt looks. But the right employee can bring more customers with his
polite talk, patience, listening skills and the ability to ensure that customers leave happily
(often, this means more smiles around the place).
3. FIFTY SHADES OF MOBILE ADVERTISING

 The mobile ad ecosystem is undergoing a huge metamorphosis, with the rise of newer ad
formats every day. But do marketers fully understand what mobile can do for them?

 Mobile is no longer a subset of digital as it provides richer data points regarding audience
behavior and consumer intent, making targeting more relevant. In the years to come, 4G,
cheap data and OTT platforms will change the game even further in the mobile
ecosystem,” says Tejinder Gill, VP, sales and India operations, True caller.

 With the growth of internet penetration in the country, mobile specific advertising will
dominate the digital advertising space in the years to come. Brand Wagon delves a little
deeper into the mobile advertising industry to understand how brands can target the right
audience at the right moment.

 Our analytics say that a mobile phone user, on an average, gets six to eight calls a day
from unknown numbers; that is the number of opportunities to connect with a consumer
for a brand in a day,”

 That different industries have to reach out to different audiences and the formats should be
chosen as per the target audience is a no brainer.
 Having said that, the biggest challenge marketers and agencies face is the ‘skip’
option. Lakshmi Narasimhan, chief growth officer, GroupM South Asia says, “The
entire media ecosystem is fighting this since many years and will continue to do so in
the years to come.”

 The other major challenge is to standardize measurement across platforms like mobile,
laptop, desktop, tablet and smart gadgets. And though ad blocking is looked at as a
bane, experts say that in the long run, it will improve the quality of online ads served
which have inherently been poor, as well improve the user experience.

 There are many other issues plaguing the online advertising space and its stakeholders
such as ad fraud and view ability

 Marketers and brands need to realize that in the next two years, a large part of India’s
population will be online. With the West already reaching over 90% penetration in
mobile internet users, the market offers hardly any growth opportunity. On the other
hand, with a youth segment and 60% population yet to adopt mobile internet, India has
the maximum potential to grow compared to any other country in the world, and not
only the West.
4. OUTDOOR ADVERTISING TO SEE 15% GROWTH THIS YEAR

 Advertising expenditure in the outdoor media market, such as billboards and transit
advertising, is set to soar this year, clocking 15 per cent growth year on year.

 Since it cannot be skipped by consumers or blocked in outdoor environments, the out-of-

home (OOH) medium has remained the core channel to reach mass urban audiences.

 In 2017, the OOH market in India grew by 6 per cent and now stands at 3,085 crore.
While retail topped the list of spenders on OOH, the telecom sector recorded the highest
growth in OOH advertising, courtesy the high-voltage launch of Reliance Jio, according to
Sam Balsara, Chairman of media buying agency Madison World

 “In 2016, yearly spends on the OOH medium were 2,910 crore, while it rose to 3,085
crore in 2017. This year, we are expecting OOH spends at 3,395 crore. Though e-
commerce will remain the backbone, the organised retail sector will continue to show the
highest growth on this medium,” Balsara said.

 As the reach of digital crosses 450 million and the smartphone Internet user-base crosses
300 million in India, “digital is likely to hit the big boys of media in a bigger way than it
already has,” he added.
Govt spending
Underscoring this, a new analysis of the sector by WARC Data has noted that successful
brands tend to allocate 13 per cent of their media budgets to OOH

“The outdoor medium is expected to substantially gain from the Central and State
government’s publicity and election campaigns, because of the ensuing eight State
Assembly Elections in 2018 and Lok Sabha Elections in 2019,” said Balsara, adding the
OOH advertising market has grown by 6 per cent in 2017 to reach a size of 3,085 crore.
Its contribution to the advertising pie was 5.8 per cent
Industry growth
With the Indian ad industry pegged to touch the ?77,623-crore mark by 2020, and
expected to grow at a very high rate over the next few years, Ashish Bhasin, Chairman
and CEO South Asia, Dentsu Aegis Network, said growth would be driven by lower data
spends, the smartphone revolution and the subsequent spends on digital advertising.

Incidentally, digital OOH is transforming the face of outdoor advertising. Though a new
media format, digital OOH is making rapid strides in the international market, though in
India it is a different story.

Focus on content
The second is the focus on content. “Very often than not, OOH creatives are adaptations.
They are not developed keeping the medium in mind. This brings down the overall
effectiveness of the medium,” he added.
5.GOOGLE MAPS HAS NEW TWO-WHEELER MODE: HOW BIKE RIDERS
CAN USE THE FEATURE

In india, large part of the population use motorcycles for their daily commute.
Infrastructure challengers like narrower roads cant fit in a four wheeler like car or
jeeps. In this case, two wheelers are going to dominate narrow streets.

Google has big ambitions and focus in India. Google CEO Sundar Pichai’s recently
commented about India playing an important role in improving Google Maps and
other Google products.

Google has introduced an all new ‘two wheeler mode’ especially to cater to bikeriders.
Currently there are car, train, walking modes available in current version of maps. Two
wheeler mode will be a new addition.

This feature will start appearing in 9.67.1 version in android phones. This feature is
specially for india and getting introduced here first.
The new feature will assist the users to get the fastest and the most efficient route to
commute from a two wheeler or motorcycle.

It is seen that estimated time of arrival for two wheeler is less compared to other means
as a two wheeler rider can dodge the traffic smartly.

Google has aggressively rolled out this feature for India centric users. A new home
screen which loads faster.

It adds shortcuts on the home screen to easily and instantly access the directions and get
satellite imagery of the place as well as a real-time information.

Apart from two wheeler mode, google has launched android oreo version (go edition).
This version is specially for entry level smartphone users. This was revealed at the
recent announcements by google maps director Martha welsh.
6.MEDIA, MARKETING PROFESSIONALS MOST VACATION-DEPRIVED:
REPORT

Expedia has come up with a vacation deprivation report 2017.

report indicates that media and marketing professional specially are the most vacation
deprived.

66% responsded as Reason being either they cannot afford a holiday or cannot get out
of work.

This survey was conducted by northstar research partners for expedia in the first two
weeks of September with recorded reponses from around 15081.

It is found that professionals working with government sector or educational sector get
lot of opportunity to take up a holiday and considered to be least vacation deprived.
Surveys were conducted across professionals across different industry.

After media and marketing professionals, those In food and beverage sector are the next
vacation deprived. With 62% revealing they don’t have enough holiday.

It was followed by agriculture, transportation and travel, business and consulting, finance
and legal with 62%,58%,56%,55%,55% respectively.

In last six months, 55% professionals across government, 40% across health, 39%
transportation and travel, 37% of real estate, 36% of business and consulting, 34% of
manufacturing and technology have not taken a vacation.

Most of them cannot afford a vacation.

28% finance and legal are vacation deprived because they do not get time off work.
7.CONSUMERS WANT STANDARDS FOR AFTER-SALES SERVICE: STUDY

With increasing income and credit card fashion, consumers buy what they desired to
possess.

Most of the companies sell their product and do not have a system in place for
servicing the products sold.

With growing issues with the product, consumers are forced to contact back the seller
for fixing the product or replacement.

A study done by social media platform ‘localcircles’ show that Indian consumers want
a standard to be set for after sales service and want a local timeline to be set for
compliant closure.

According to report, 43% mobile and computer manufacturers have worst after sales
service in which 53% say the company never replaces the product and 93% want their
complaints to be acknowledged in 72 hours.
With 55000 surveys takens, 38% consumers never felt their complaints have taken
more than 30 days or resolve or it remains unresolved.

Slowest after sales service and provided by mobile handset and computer
manufacturers. Followed by consumer durables and electronics.

Above 50% of respondents said companies never replace the product.

Banking and insurance is considered worst in case of after sales service.

The system of after sales complaint reporting by phone or e-mail get unanswered.
8.TOP TECHNOLOGIES TO SHAPE UP EDUCATION MARKET

with changing world, education is no more a student and teacher contemporary

classroom. Black board and chalk are getting replaced by white board and markers,
presentations and topic based practical tools.

Extensive research has been carried out on the psychology of learning and effective
ways to enhance teaching experience.

Technology is playing a vital role in enhancement of teaching standards and

introduction of new methods.

Analyst firm Frost & Sullivan has come up with top technologies for education
segment that is expected to shape up the global education market.

1. artificial intelligence 2. mixed reality

3. Xaas 4. robotics
5. 3d printing 6. wearables
7. touchless sensing 8. Building Integrated Photovoltaics
(BIPV)
9. integrated Waste Management
Artificial intelligence (AI)
AI has taken the automation into a different level. This has put technology vendors,
educational institutions and service provider to invest large capital and resource in
developing AI embedded applications and supportive products. Government is in
support of its introduce to produce investment-friendly environment and regulation
policies to support the education eco-system.

Mixed reality
with increasing popularity of mixed reality products, ability to provide an experiential
learning experience through realistic environment view, will be the main driving factor
for this technology. It is expected that US mixed reality education market to cross the
$6 billion in next 5 years.

Robotics
teachable robotic agents and telepresence robots are emerging in education segment. It
provides new learning experience and enable personalized and remote learning. In
longer term, multipurpose robots will play a very vital role.

Apart from these, cloud computing, iaas and paas are believed to take dominant
position in this sector.
9.TOP 3 STRATEGIES FOR BRANDS TO IMPROVE GLOBAL PRESENCE

Digital devices such as mobiles, ipad, tablet and laptops has is helping small brands
across the other part of the world to build their business in any other parts.
Eg: products from usa are being targeted in Indian market.

This cross border marketing needs to have a firm strategy in place to attract and serve
the customers.

To start with first strategy,

a).Think local but on a global level

to sell any product, knowing local mentality is very essential. Any strategy which does
not align with local sense of business is bound to fail.

overarching strategy brands should consider when improving their global presence is
to maintain a local mentality about each potential market.

So it necessary to engage with a local partner that can help understand the regional
audience.
Merge digital marketing with reliable solution partner to achieve much more
feasibility and affordable.

B).Think about what devices are being used in different regions

knowing the source of digital media interaction is very important. A region might be
using mix of mobile, tablet and desktop while other might be only interested with
mobile.
Knowing which devices are being used helps to customize the strategy and reach the
right audience.

C). Study how different regions approach market.

it is necessary to research on how much digital media has been accepted in the region.
Weather customers are adopted to social media platforms, programmatic media etc.
Each and every region is different in terms of digital media approach.
Having strong sense of which technology being used will give you an edge and help
making relatable and reliable strategy.
10. 5 WAYS CRM CAN POWER HOSPITALITY SECTOR

Customer Relationship Management (CRM) software has long been considered the
master key to success for achieving business growth

Listed herewith are some key areas which can largely benefit the hospitality segment by
effective implementation of CRM:

1). Integrated Service experience: The hospitality segment works in perfect tandem with
multiple internal and external departments. Right from logistics, housekeeping,
entertainment, culinary and wellness offerings to transport, events and customer
engagement, all demand the highest level of meticulous attention to detail. CRM can
assist in a significant manner here, with every department logging in and recording the
daily task flow.
2). Business growth strategies: CRM, with all the integrated department records, is a
treasure trove of data that can be the key to creating transformative business growth
strategies. Using Predictive analysis, CRM can help improvise services based on customer
feedback, streamline daily tasks and generate a clear and methodical picture of predictive
areas with good business potential.
3).Employee training and growth: Apart from customer satisfaction and business
growth, CRM can contribute significantly towards objective employee feedback and
training.
4).Consumer loyalty: With accurate and timely consumer feedback across a spectrum
of services, CRM can help create a realistic feedback mechanism of key customer
preferences and complaints. This honest feedback can help improve service delivery
standards and work towards generating effective customer experience by accurately
managing expectations and delivery. This, in turn, will lead into trust and appreciation
among clients, thus creating consumer loyalty.

5).Enhancing Brand Value: Apart from external customers and in house employees,
the vendors and other stakeholders too set to benefit from the integrated, smooth and
intuitive functioning of the organization. From happy customers to happy stakeholders,
CRM and its data analysis can help create tremendous value in the service offerings,
thus enhancing the brand value of the organization many fold.

Finally, even as CRM is finding massive support and acceptance across sectors,
Hospitality, one of the key service industries, is set to benefit the most from the
continuous evolution of CRM. The future, with AI and machine learning, CRM is set to
transform businesses, hospitality being in the forefront of new brand experiences.
Thank You!