Paul Writer launches New Age Marketing , 
Video interview series of CXO’s highlighting best practices
Bidyut Nath
Head- Customer Loyalty & Analytics
Titan Industries
On tracking customer sentiments.
Customer sentiments are very important to us as almost 40-45% of our customers who are buying from the Titan group are repeat customers. Here there are two ways of looking at it firstly, through collecting feedback using physical forms and getting back to the customer depending on how they liked/disliked our service. In the past two years we are using the online platform more wherein people can provide feedback live on a pad and in case a customer has given a negative feedback a message is sent instantly to the store manager so he/she could take action on this immediately. In addition to this we also understand their sentiments through social networking sites like Facebook and Twitter. From a loyalty perspective we would like to gage the sentiment of our loyal customers. Once we strategize and align ourselves with social network we can respond accurately to feedback be it online or offline. We also started an initiative called customer meets, it’s a phenomenon that is strong across Titan brands where we invite customers to our stores and talk and play games with them and from this process collect feedback upon what the experience has been with Titan. In a nutshell the concept here is more to do with what the store manager thinks of the customer and finally what customers are saying about Titan/Tanshiq as a brand.
“Once we strategize and align ourselves with social network we can respond accurately to feedback be it online or offline.”
