TATA MOTORS

Trust

Execution

Ethics

Footfall Increase/Generate

Enquires

BTL

Website Promotion

Client Servicing

Cross Promotion

Cross Promotions

B

T

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We can do mall promotion activity & other potential areas such as heavy footfallareas like community centers, in the corporate premises & local markets.

Where we can arrange special contact program and activities like virtual car racinggame, to increase product experience can connect our product to any arcade gameand get car stimulation game.

Concept : “Park the Car “ in Corporate we have big parking and outer space wherewe can have two “TATA” car parked at sufficient distance where person has to getparking done by attempting drifting technique and using “TATA” car.

By doing this activity we can try to change perception and increase interest in ourproduct as their ideal & dream car........Why because today’s generation lovesspeed, looks, thrills, comfort and technology.

Loyalty card for service from Tata centers only.

Form a bond with other small businesses in different industries. A mutuallybeneficial partnership lets you cross-promote and target the same markettogether.

Can have cross promotion tie-up with holiday company to have free holiday fromtheir side, they invite customer at our premises where people can win holiday ifthey booked tata car also can win one day free ride in tata car free of cost.

We can increase footfall by launching a Publicity/Advertisement loyalty program.

Further at the event our sales teams engaged the audience on the forecourt atour colorful kiosk and carried out an activity “Treat your car with Good Fuel”, inwhich we distributed coupons for Free Oil Change, Oil Filter and Car Wash. Also,participants won instant prizes on the purchase of Rs.1000 petrol from any IndianOil Pump, which not only created hype but also built brand recall.

Visual spectacle – Place something eye-catching outside your storefront, likeballoons or an “inflatable Tata Car”.

Put on an in-house event – Hold an open house, business anniversary or productdemo day. Invite your favorite customers and stage a visit by a local athlete,politician, news personality or sports mascot. Consider seeing if a non-profit orspecial interest group would like to hold an event in conjunction with your store.

Conduct a business forum – “ Love your car” Put on a networking or educationalevent that will attract groups of potential customers.

Invitation

Guest are invited through

personnel invitation

The invitation clearly mentions the event , day ,

date and the timing

Invitation for at least 200 people

Website –Online

Branding

Usability

Functionality

Navigation

Visual Design

Content

Interactive Feature

Current site is mix-up (No Focus).

Less presence on digital media platform.

Can have more focused website, informative and interactive ........offered onlinesoftware where customer can Design/Customized their Car online (For Tata Cars),this kind of activity make website more interactive and help into gain pace on thesocial media and increased brand visibility.

Can have collaboration with any car designer for the same best online design winfree or discounted accessories from TATA motors, which can led us to increaseaccessories sales.

The internet has really levelled the playing field. Customers are now aware ofindustry information and your competitors’ prices at the same time theinformation is available to you. So, you need to be more knowledgeable than theyare if you want to make that sale.

The level of knowledge of customers has increased 10% in 10 years, and we nowhave a country full of savvy customers, which is good, but demanding. In thisenvironment you must know more about what you offer than your customer does,otherwise we will lose their trust.”

The simple fact is this, Customers talk about you online, whether you think theydo, like it or not.

There are plenty of service review websites around. There are online forums forcar clubs, car lovers and brand advocates.

If a customer has had a negative experience and expressed that, a good companywill apologise and offer to sort the problem out via the official channels. If thecustomer has had a positive experience, they are thanked and told that the hotelhopes to see them again soon.

Video testimonials – Ask appreciative customers to tell their story on camera andincorporate these testimonials into your TV or Youtube campaign. .

Viral video – A funny or impressive Youtube video can rapidly attract a hugeaudience.

Use your voice mail – Your voice mail message is a great marketing opportunity tooffer special discounts or mention new products. You can even hire a professionalvoiceover artist to record your message.

Social networking – Maintain a presence on Facebook, Twitter, or other internetsocial networks. Only join the ones that you’ll have time to keep up withperiodically.

Spotlight – Rent a big promotional searchlight for a few nights. These are verydramatic and can attract people from miles away.

Flash mob- This is a fun promotional stunt that people love. Organize volunteersto do a dance or other activity in a popular area at a specific time. Consider havingsomeone videotape it and then upload it to Youtube.

Online feedback is to be embraced, utilised and leveraged; not feared. Neverargue with a customer online. Never enter into any debate. The simple and mosteffective thing you can do is apologise for the customer feeling that way andcontinually offer to assist and fix the problem offline.

No request is to great or too small, if you are willing to help.

Be there for your customers. Accompany them from the moment they step out oftheir car to the service advisor. Show them the necessary facilities and the featuresof the dealership that will help them like the Call center, service center etc to makethem believe that they will going to get the best product and service of lifetime.

When customer comes for serviced in the dealership while their vehicle is beingserviced, check on them after 10 minutes and every so often after that. If thecustomer is going to be elsewhere for the duration of the car service, give them acall 15 minutes afterwards asking if everything is ok and confirming the servicebeing performed and any other instructions they may have given. They mayhave forgotten something during the check-in that they were too afraid or did notdeem important enough to call you back about, but would be nice to havefor them.

By remembering their anniversary, birthday and other occasions

It’s often the little things that people remember and get you referred.

Your customers should not have to put their lives on hold while their vehicle isbeing serviced. Keep them connected as best as possible.

Of course there are loyalty programs and other CRM programs to assist incustomer satisfaction, but we will get into them in depth in future posts.

brief personalised welcome note containing a thank you for choosing ourdealership to service your pride and joy.

An electronic device such as an iPad. The welcome note could be on the iPad aswell as games to help the time fly.

A customer loyalty discount on their next service. Make the decision of returningeasier.

Menu of food and drink in the customer lounge. Offer assistance if required again.

Note: Did you know we offer and pick up and drop off service? Did you knowthat… etc. anything that assists the customer in servicing the vehicle with you.

Is your customer accompanied by a small child? Offer a fresh colouring book and achild safe pack of pencils or small toy. Help the parent as best as you can withkeeping the child occupied and happy.

Coupons on any services you offer or offer into any other linked and supportingbusinesses around the area e.g a 2 for one at the cinemas, pizza voucher etc. Addmore value.

Make sure you do whatever you can to ensure your fantastic customer servicecontinues well after you have parted company.

Maybe your dealership does some of the above. Maybe your dealership does allof the above, either way it is always the little things that lead to big impressionswith your customers.

The parent who waits at your dealership with an arm full of children. Why notprovide them with a tailored “Happy Meal” style food box. Note: It of course mustbe made abundantly clear what the box contains in case of allergies. Have back upboxes if possible.

The customer who has worked all day and has to pick up their car at 8pm.Wouldn’t it be nice to leave a nice wholesome snack and drink on the passengerseat for the drive home.

Recognise that some of your customers are time poor. Some customers also prefernot to discuss the work performed and go through every single item onthe invoice. Why not have an advance payment system so the customer can simplycollect their car. Why not offer a car drop off service? You should be constantlylooking at ways to improve the check in and check out service.

Keep your customer area well stocked with the latest media. Keep the magazinesfresh. Holding multiple copies of the same publication for switchover when themagazine gets tatty after a week, is good planning.

Keep good fresh food and drinks on hand. Supply quality bottled water, juices andsodas. There are so many good local caterers that can deliver good fresh food anddrinks daily. Work with them to provide a menu that works for everyone. Goodcoffee machines are not hard to find. It is surprisingly easy to buy a good coffeemachine that everyone can use with a service plan to keep everything in order.

Most of all, be different and separate yourself from the majority.

Go and be a customer yourself, many customer service problems stem fromowners, managers and staff alike all forgetting what it’s like to be a customer. Try towalk a mile in their shoes.

“Creativity is a Bend of Mind”

ThankYou