D2C brand playbook - Part 12 - How to design memoraCX with this 4 step EPIC framwork?

 Building a D2C brand? 

Design CX not Support, to win over large brands, with 4 step EPIC framework!

Have heard many founders talk about Consumer Experience -
-listening to their pain,
-setting expectations,
-solving their pain in time,
-and fixing root causes.

But that’s customer service/support; not customer experience?

When you talk of customer experience; it means how to elevate an experience; how to make it memorable Vs fixing things gone wrong!

This happens: Not by fixing; but by designing.

Here is a quick framework on customer experience design - EPIC.

Elevation.
Pride.
Insight.
Connection.

Read thru the deck, on whats the actionable insight on each;
that you can impelement in your business.

For D2C brands, that’s a must
Vs
large giants led by middlemen!!

Building a D2C brand? Find ever-expanding D2C playbook post (comments)

Share your insights to add to this?

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I write regularly on D2C brand building, scaling growth & marketing insights. hashtag#runningmarketer

D2C brand playbook - Part 11 - How to get to GenZ?

GenZ is a big opportunity in India!

Here are the stats:

- Born (1997–2012); ~380 Mn people > total population of US
- ~50% of them already earning. Direct Spends ~$250Bn.
- To become $~2Tn by 2030!

(BCG Snapchat 2024 Study)

Here is a playbook basis my learning while building an EV brand targeting GenZ for a product:

1. Creator

2. Content + PR Play

3. Community

4. Founder/Employees Brand

5. Building in Public

#runningmarketer #D2C #Brand #marketing #GenZ #India

D2C Brand Playbook - Part 10 - To scale more than 100 Cr; time to go offline?

 As a D2C founder with PMF amidst rising CAC & efforts to scale; wondering : "Is it time to go offline?"

Take leaf out of Apple's mental model on offline.

While going offline, hashtagApple didn't follow the traditional tech retail playbook - no stores alongside its then category peers - IBM or HP in crowded electronics hubs.

Instead, opened in Manhattan’s chic SoHo, Milan’s Piazza Liberty -catchments that house best of luxury - Prada, Louis Vuitton, and Dior.

Why?
Steve Jobs understood that his groundbreaking tech has to marry lifestyle, not nerdiness.
Its products have to become objects of aspiration, luxury, and indulgence - to drive profits.

What followed was a masterclass in branding:
1. Brand Name
Apple dropped "Computers" from its name, distancing itself from the geeky tech stereotype.

2. Experience, not Stores
It built "Temples" of experience with products at center as gods, in spaces filled with luxury, spaciousness, mesmerizing design, and attentive service.

3. Shifted Product Focus:
Transitioned from desktops (practical, rarely gifted) to diesirable lifestyle products like iPods, iPads, and iPhones (that make prestigious gifts).

4. Premium Pricing:
Pricing kept climbing upwards with tech & quality; establishing that "Pricing is table stakes for perception".

5. Iconic Communication:
Crafted marketing around exclusivity, higher order simplicity, and black & white magic - making brand as the gold standard for any premium tech brand!

For D2C brands, Apple's offline journey highlights a crucial lesson:
-Going offline isn't just about expanding distribution; it's about strategically elevating your brand & consumer perception!

Don’t just go offline anywhere commercially viable; think first - what you want to build!

hashtag#BrandStrategy hashtag#Offline hashtag#Retail

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I write regularly on hashtag#D2C hashtag#brand building, scaling growth & hashtag#marketing insights.hashtag#RunningMarketer