D2C brand building playbook - Part 12 - How to build a CX led brand?

 

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.

E-Elevation.

P-Pride.

I-Insight.

C-Connection.

Assess how you can apply this framework to your business.

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

Building a D2C brand? Keep following this Blog.

Share your insights to add to this?

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

Challenger Vs Leaders @ Halloween

Love how challengers celebrate hashtag#halloween differently than leaders & follow their brand dharma!


hashtag#Mcdonalds is the leader who doesn't need to take digs at other burgers. It needs to expand the category, expand menu, drive innovation and so on. And ensures no dilution to the story of decades.

hashtag

#BurgerKing is the challenger that needs to shake things up, and gain market share by doing stunts against the rival Mcd, that can make it gain share of voice in the category. It needs to be extra hungry, extra creative, extra edgy & keep tapping into such opportunities.

I still love its crazy lines like "Eat like a king, not a clown".

And then the colas. More 2-sided than burger battles.

hashtag#CocaCola, the legendary leader that created a whole new real world character and story around the biggest festival - christmas with Santa Claus!

hashtag#Pepsi, the challenger again quick on feet to pull stunts against the leader and always trying to prove supremacy over Coca-Cola - famous "nothing official about it" or blind test campaigns were legendary.

Any indian arch rivals that come to your mind?

hashtag#marketing hashtag#brand 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