The “Flip-Kart” mega sale tsunami saga continues! Will the real Mr.Bansal please stand up?

Ever since the FlipKart Mega Sale concluded and enough said on the huge revenue amassed by them and I was also amongst those to having received their regret letter and read a lot of frustrated online shoppers on social media who were not lucky enough to pick their choices in time!
Lets see what happened to those who picked the products well in time and seemed lucky ! I guess FlipKart didn’t spare them as well to turn good customers into bad ones ūüôā

The worst recent posts on Facebook state that #Flipkart sends them a regret note to inform them that their courier partner was unable to deliver the order and hence they have taken the liberty to cancel the items and initiated refunds!
(Source :Anonymous & restricted)

The result :
1) Furious shoppers bad mouthing them again on forums!
2) Hashtags like #flipkartsucks #onebillionfools
3) Comments like ridiculous fake discount tags with cheaper prices.
4) Earning interest and buying time during the refund period week
5) No control over the courier/ logistics -Self or owned

Who gained in revenue Flipkart ..
Who gains long term? Amazon of course !

The overall negative sentiment is proving that all online shoppers are swearing to shop on Amazon and that tilts the #CustomerExperience and positive #Sentiment in their favour .

As strategists we often ask :
Q : Who owns the end to end customer experience here ?
Q: Is FlipKart listening on Social ?
Q: What is the response strategy?
Q: How will Flipkart regain customer mindshare?

What could they have done differently ?

These are just suggestions but happy to hear suggestions and more inputs :}
1) Real time tracking social media monitoring & response mechanism : Listening to negative sentiment and responding actively and genuinely to unhappy clients / prospects
2)Build trust and maintaining transparency : Genuine concerns/ challenges stated upfront by maintaining transparency amongst customers especially for delayed shipments would have gone a long way in retaining trust and customer retention.
3) Customer Experience It is : Appointing a Customer happiness manager ? Clients will feel assured and trustworthy to purchase in future and know that FlipKart cares..Please refer to my post on Customer Experience matters in a digital world
4) Email or phone communication around replacement or refund : The clients did not shop with an intend to seek refund !

So all said and a digital world there are no faces -there are only transactions for Flipkart or any ecommerce company and if and when they reach enlightenment for gaining customer loyalty and customer retention then someone needs to show up and take ownership …So will the real mr Bansal please stand up?

(Disclaimer: These views thoughts,opinions are my own and does not represent my company.I am not representing my company while sharing any opinions on social media)


Fans & eCommerce take to the #Social Pulpit on Sachin’s retirement #ThankYouSachin

….And so do eCommerce companies to increase their online sales!

Well, this morning, I was browsing through my twitter timeline¬†and found a very interesting article that caught my attention – “Hashtags Breathe Life Back Into Social ¬†Commerce” -Already Showing Promise as the Actual Mechanism of Payment. Interesting read and I had saved the read for a weekend.

Nov 15 ,2013 will definitely be ear marked as the most memorable day for #cricket fans. while there were hilarious posts on Facebook on kind of leave letters employees have been writing to their employers to watch Sachin’s 200th test match that will make history ,Twitter was out pouring with love and gratitude for the Ultimate God of Cricket – Sachin Tendulkar’s retirement on his 200th test match . #SRT200 #ThankyouSachin from fans across the globe !

Sachins fans -Netizens took to Social Media via hashtag¬†#ThankYouSachin and we were ¬†witnessing #twitter posts every millisec , every second – varied with comments of praise, excitement , gratitude,joy, happiness,disappointment, …right from @bhogleharsha to fake twitter accounts of Sachin , ¬†Sr Bachan ¬†were pouring in ..but you must be wondering what’s¬†their co-relation to #e-commerce ?

Social marketers do know that #Hashtags are popularly used on twitter & Instagram , now on Facebook and slowly taking onto Google+ and Tumblr too . The purpose of a hashtag is to categorise content & make it easily searchable on the social channels .

Now connecting the two – how e-commerce & Hashtags can benefit eCommerce sales??

Example 1 :¬†Indian eCommerce stores like @SheepStop¬†‚ÄŹwere making the most of the trended #Thankyousachin hashtags as a bait to reach out to their prospects via twitter!

¬†SheepStop¬†‚ÄŹ@SheepStop¬†@raoranji@bhogleharsha Have you seen our tee? It’s got all Sachin’s records! Get it here¬†‚Ķ

how ecommerce companies were leveraging  #hashtags

Note : If not online sales,they would have definitely increased traffic to their online store , build brand awareness & traction just because of a #Hashtag!! 

Example 2  I received this SMS from : Myntra celebrates #ThankyouSachin only today.Use coupon Thankyou31 for additional 31% discount on orders above 1199 !


Conclusion:”The connection of the hashtag to social commerce is still in its infancy. We’ll see that connection grow stronger as brands use the symbol more effectively, and in more innovative ways. The thing we don’t know is where the symbol ultimately will take us.”¬†¬†, Addage Author

Any comments ?

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