CRM Pitch for Tata 1mg
A PlayQR Product
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Do you think you know your consumers, their issues and opinions on your brand well?
How effective is your performance analysis currently? And what role is customer feedback playing in it?
Apart from products, how strong is your customers’ sense of identity with the overall brand?
Finally, how would you like to develop a stronger bond with your consumers, alongside providing them an engaging platform to play-and-win benefits?
Who are we?
Potential issues | Possible reasons |
| No time to stand and fill out the lengthy forms Lack of interest of the user to engage with it |
| Avoid spam mails or SMS from the company�Sense of privacy abstaining from revealing personal info |
| Time constraint to finish and make way for the next Lack of incentive to fill it honestly and sincerely |
| Feedback forms failing to catch consumer’s attention |
Problem with the current system
There are obstacles in receiving appropriate feedback in the existing typical model, which can be broadly categorized as follows:
Feedback system
Constant feedback and consequent improvement is necessary to connect better with customers for an efficient functioning. The feedback system we are proposing shall ensure the following-
The Idea
What?
We propose a kiosk interface for user-interaction where they engage in a short game (not more than 20 seconds) to receive complimentary gifts, offers and coupon codes. The consumer has to submit their feedback and contact information in order to avail them.
Select benefits of choice
Play game and achieve a score
Fill feedback form or survey
Provide contact information
Receive offer and coupon codes
The Idea
Why?
Since there are discounts being provided anyway, why not make the customers feel like they have earned them?�
The main idea behind this model is to provide an interactive experience to the customer, which will ingrain in them a sense of personalization, victory and momentary rush.
The Idea
The WIN-WIN-WIN model
Customers (End-users)
The Tata 1mg Brand
Us (PlayQR)
Why?
The Idea
How?
With discounts being one of the best incentives, and the engaging quality of games, we could convince the consumers to fill out a feedback form and personal details. However, this can conflict with your revenue model. Hence, this shall be customizable to an extent that company will be able to handle the logistics as per their requirement.
Following is an example, illustrating the customizable nature of this model-
A game with lower discount range outcomes
The same one with a higher discount range outcomes
The Idea
Where?
In retail outlets, the ideal location to place these kiosks would be at the billing counters. Without hindering with the ongoing billing procedure, the waiting time in the billing queue would be the ideal time to interact with this feedback kiosk.
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Customer who is currently redeeming their discount at the counter (minimum 50-80 seconds)
The customer who is playing and submitting the feedback to obtain a discount code (20-40 seconds)
Anticipation building in next ones standing in the queue
The Dice Game
Roll & Pot Game
The Snap Game
The Idea
Examples
Several short games can be designed to result in a figure that denotes the discount percentage, which wrap up within 20 seconds.
The sense of control over the game is the emotion we are tapping on, ensuring customer satisfaction and hence an honest feedback owing to their self-involvement.
Example 1
(Games using screenshots)
The Idea
Examples
Example 3
(Games of target-and-pot type)
Several short games can be designed to result in a figure that denotes the discount percentage, which wrap up within 20 seconds.
The sense of control over the game is the emotion we are tapping on, ensuring customer satisfaction and hence an honest feedback owing to their self-involvement.
The Idea
Example Concepts
There are many such concepts which could go in line with the ongoing scenarios (Covid, IPL, etc) or the brand value of the company.
Some of these examples are displayed on the right-
(inspired by Stanley)
The Product
Our product works best in the form of a digital display, installed in a strategic location as to attract others coming across it. The components of this interaction with the customer include-
1. Displaying the benefits to make users participate
2. Making them enter phone-number to proceed
3. Displaying rules and regulations of the model
4. Asking users to select a game/quiz/activity
5. Making them participate to achieve a score
6. Feedback/Survey-forms/Sample Testing to be done to proceed
7A. Receiving contact information of consumers
7B. Locating address on Map
8. Additional feedback or complaints
9. Receiving offer code on email or mobile
The Product
1. Displaying the benefits to make users participate
Streams used to incentivize consumers can include-
The Product
2. Enter the phone number to proceed
This step shall ensure that a consumer is not taking an unfair advantage of the system. A person needs to wait for a certain period before returning to win more benefits.
The Product
3. Rules and Regulations of the model
Before getting to the game, all the users need to read and understand the rules, and have to accept the terms and conditions to proceed further
The Product
4. Selecting a game seeing the game-plays
The 3 games currently available at the time would appear on the screen with their game-plays running in the background.
The consumer is free to choose whichever game she/he is willing to play, based on their interest.
5. Playing the game to achieve a score
After playing a game, the user shall achieve a score, which will decide the value of the offer/benefits in the category they initially opted for.
The Product
The Product
6. Feedback/Survey forms to be filled to proceed
Based on the needs and requirements, you can choose to take feedback (business or product related), surveys, and/or suggestions, only after which the user can proceed.
These may include questions to know your customer segment better (through their mode of transport, shopping bill amount, average price of food, etc).
The sponsors (brands) can use this portal to test their samples of new arrivals in the market.
The Product
7A. Receiving contact information of consumers
In order to avail the benefits they won during the game, users are required to provide their contact details, which will help the brands to target advertisements more strategically.
They can either type them out, scan their business cards, or even link their social media accounts to this.
The Product
7B. Locating address on Map
Instead of typing out the entire line of address, one can easily locate the same on the maps (of varying radii around the mall) and submit.
The Product
8. Additional feedback or complaints
Any issue or complaint with regard to an outlet, brand, or an inconvenience in the mall could be reported through this page.
The Product
9. Receiving offer code on email or mobile
The users receive the coupons codes for offers, which they could avail. This will ensure that users provide the correct information.
Advantages
Alternate Solution
Why Us?
With an existing partnership with Innokios group for the tablet-based hardware, we shall be managing the software and hardware end of things
The easy-to-customize model, and our in-house software developers make this compatible with varying conditions, and sustainable in the market
Our backgrounds in Consumer Experience Design, Brand strategy, App-development, and building Kiosk Interfaces makes us the right choice for developing such platform
These interactive kiosks could be multifunctional- for advertisements, notifications, registrations, advance bookings, and payments, which we have worked with.
Other possibilities
Physical activity-based discounts for Kids
Discounts based on your 1mg Exercise Monitor
Regular full-body health checkup services
Loyalty Points for shopping TATA Products
We intend to cater to outlets of all scales, and provide tailor-made solutions for varying business models and nature of the brand.
many such
customizable models
Please feel free to contact us for a better understanding or further discussion on this model, to make it come to life.
We Thank You in anticipation.