vinit geonka
TRANSCRIPT
05/03/2023 #RETECHCON 1
Technology -The BJP way.VINIT GOENKANATIONAL CO-CONVENER- IT CELL (HEAD OF EGOV, INDUSTRY INTERACTIONS AND POLICY)BHARATIYA JANATA PARTY
05/03/2023 #RETECHCON 2
Mediums of Communication in Elections
Pamplets - Adolf Hitler in 1934
Television-John F Kennedy 1959
Web-Barack Obama 2008
Gestures- Licchavis Ganarajya 4th century BC-
‘7-I’ -Narendra Modi 2014
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Input 125 Crore Plus Population (31% Urban)
89 Crore Plus Mobile User(73% Penetration)
15 Crore Plus Internet User(12% Penetration)
9 Crore Plus Facebook User(7% Penetration)
4 Hour 54 Minutes is the Average time a Internet user spends on PC/Desktop
2 Hour 36 Minutes is the Average time a Internet user spends on Mobile
2 Hour 26 Minutes is the Average time a Social media user spends on Social Media
12 % Social Media Penetration as percentage of total Population
57 % of mobile user using Social media aps on mobile device
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Choosing the right means of Communication Channel
Communication
of Brand Modi
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Role of Technology in minimizing the People’s Perception gap
People’s Perception
People’s Expectation
BJP’s perception of the people’s
Expectation
Communication Standards
and Established norms
Message Delivery
Understanding people:Market research conducted frequently in every constituency
Evolving Organizational Design:
Balance between the customization and standardization of communication messages
Conformance:Talent Acquisition & Identification of Volumteers.
Communication Gap:Customized messages at the constituencies always ensured that the interests of the regional people would be protected and the promises that were being made would bring positive change to their lives
Minimized Gap between People’s perception and Expectation: Right Branding and the use of appropriate technology targetting the different segments of people with customization reduced the gap between People’s perception and People’s Expectation
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The ‘7 – I’India
Issues
Ideology
Ideate
Interact
Intense
Internet
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Were we successful ? -31 percent of the votes -17,16,57,549 votes
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Influence Landscape today
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Need for Retail to adopt the Technology
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Indian Smart Phone Usage
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54% of India’s smartphone users buy things online
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Minimizing the Customer Satisfaction Gap
Gap1• Listen to customer through multiple platforms• Build Relationships by understanding and meeting customer needs over time• Know and act on what customers expect when they experience a service
failure
Gap 2• Employ new service development and innovation practices• Understand the total customer experience through service blue printing• Measure service operations via customer defined rather than company defined
standards
Gap 3• Align human resource practices (hiring, training, support systems and rewards)
around delivering service excellence• Define customers roles and help them to understand and perform effectively• Integrate technology effectively and appropriately to aid service performance
Gap 4
• Employ integrated services marketing communication strategies everyone that sends a message to the customer
• Manage customer expectations effectively throughout the experience• Develop mechanisms for internal communication to avoid over promising and
ensure successful delivery
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Implications for BusinessEngage in Dialogue with
your customer
• Understand how customers talk, research, shop and interact rather than just buy
• The needs of the customer keep varying with time and also by geography
• Always be open for feedback from the customers and follow the trends in technology and social needs
Make Service Personal
•Focus on customer experience rather than just production and delivery of the product•Companies must focus on personalizing all elements of service and technology has a vital role in materializing this
Deliver consistent multi channel service
•All channels must be consistent in quality, transparency, pricing and branding•Companies must continue to nurture face to face service as they develop digital capability
Make consumers business partners
•Innovation begins with absorption of new ideas of consumers•Collaboration’s win win rewards
05/03/2023 #RETECHCON 14
Social media Social isn’t new. We’ve been social since the Stone Age
Commerce isn’t new either. We’ve been trading since we made the first hand axe.
But because of digital technology, how we behave as consumers has radically changed.
We’ve entered a golden age of consumer influence
Socially savvy brands show us every day that social done right leads to big success
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Conversation continues on…. [email protected] or [email protected] @vinit_goenka www.facebook.com/vinitgoenkabjp1 www.vinitgoenka.in