Titan Zoop : Be Cool

Brand : Zoop

Company : Titan Industries

Ad Agency : Ogilvy

Brand Analysis Count # 455

Titan has re-entered the kids' watches category with a new brand Zoop. Titan has been launching a series of watch brands in recent years. According to a newspaper report, the company is transforming itself into a house of brands with a number of brands catering to various segments. The company had recently launched brands like Xylus, Obaku, Zoop etc all endorsed by the corporate brand Titan.

Zoop is a brand targeting the kids aged 5-12. Through Zoop, Titan is filling a gap in their brand portfolio. Kid's watch segment although a high potential market is dominated by unorganized players.

In 1998-99, Titan tried to tap the market with a brand Dash. But the brand failed to catch the fancy of the market at that point of time. Analysts says that Dash was too early for the Indian consumers. During that time, parents were not that interested in spending on kid's accessories like Watches.

Now the company feels that the market is ripe for a brand like Zoop. Zoop is being positioned as a cool , must-have accessory for kids. The brand is running a launch campaign in most of the channels.

Watch the ad here : Zoop

Zoop is endorsed by brand Titan. The brand has the tagline - Be Cool ; which will be well liked by the target customers.

While researching on the brand, I found a couple of articles which mentioned that Zoop's positioning itself as "Be a Star ". The brand wanted to talk directly to the kid and acknowledges the star in him. But from the launch ad, it seems that the brand is focusing on " coolness " quotient rather than the " stardom". Hence the brand has focused on bringing in new funky designs in its range.

Zoop will be definitely a brand to watch out for . The brand has the equity of Titan and the pricing is exceptionally good. Zoop is priced between Rs 350-Rs 900. And it makes a perfect gift to kids too.

Zoop faces competition from the host of unorganized players in the market along with cheap Chinese imports. For Zoop, budget competition will also be something to be concerned about. Budget competition is the competition for the money . Budget competition for Zoop will be those kid's products across various categories that falls in the price band of Rs 350- Rs 1000. That include toys, clothes, video games, etc. If you look at the launch campaign of Zoop , the brand subtly addresses that competition by pointing at the ' need ' for a watch.

Although there are many positive things going for the brand, it is not easy to catch the attention of this segment. The kids get bored with products/brands easily. Functionality may not be on the priority list of this segment of customers. It may not be realistic for Titan to assume that kids will pester their parents to buy more than one watch to quench the style thirst of kids. So the task is to get more and more kids to purchase the brand and be happy about it. So constant campaign innovation will be the key to brand success.

Zoop has rightly positioned itself on the style factor and I am sure many young customers will fall for it.

Marketing Strategy : How to Engage Customers to Create Brand Equity

Engage Customers to Create Brand Equity

Originally Published here at adclubbombay.com

Engagement means creating involvement. Customer engagement means the effort taken by the brand to develop an involvement between customers and the brand beyond regular purchase and use.

Traditional marketing practices seldom encourage active involvement of customers. The marketers often are satisfied with the regular purchase of the product by the customers and the level of engagement with the customers is limited to handling queries, handling complaints and loyalty programs.

The new economy has necessitated marketers to think beyond the typical purchase/sales orientation to a more pro-active customer engagement orientation. The web 2.0 and the rising popularity of social media have created a new cost effective platform for marketers to build and maintain customer engagement programs.

Take the example of ZooZoo- the characters created by Vodafone to promote its Value Added Services. With in a short span of time, ZooZoo was all over the social media and the Facebook fan count reached 2, 75000 at the time this article is being written. Using ZooZoo, Vodafone has created a new way of connecting and engaging with the target audience.

Create a culture of engagement.

It is not easy to create effective customer engagement. The first and foremost requirement for effective customer engagement is to orient the company culture towards a customer orientation. Customers can be demanding and more so when the company takes an initiative to reach out. Hence marketers should venture into creating active engagement only after the entire firm develops an orientation towards customers.

Make it easier for customers to connect.

An important requisite for active customer engagement is to make the process easier for consumers to reach the company. Active consumer engagement cannot work effectively in an outsourced environment. Hence the marketing department should be able to create and sustain a robust mechanism to respond to the consumers.

The web has made it easier for marketers to keep tab on consumers’ demands. But in a country like India, one should account for millions of consumers who cannot access such a channel. While creating such engagement channels, the brand has to create a robust process to ensure that it responds to the consumer immediately. An unanswered query or a complaint can create negativity and can be detrimental to the brand’s equity.

Have a vision

Brand managers should have a clear vision about the outcome and purpose of customer engagement. The critical question is “what is the expected outcome of this engagement?”

The outcomes of a customer engagement program need not be based on purchase or sales. There can be qualitative objectives also for such an engagement. How ever brands will reap the benefits of loyalty and repeat purchases from the consumers who are actively engaged with it.

When the consumers are actively engaged with the brand, one need not search too far for new product ideas. Highly involved consumers will be a vital information source for obtaining feedback and product improvement ideas.

Move to a higher ladder.

Once the platform is identified and target audience chosen, the brand should have something to say to the consumer. The brand can engage the customer in many ways. Typically during engagement, brands will assume the role of an expert offering advice to consumers on problems. The task for the marketer is to find the areas in which the brand should engage with its consumers. For example, through Gang of Girls website, Sunsilk is providing tips and advice on hair care which is the subject where the brand is an expert. The advantage of such an engagement is that the brand has more control over the conversation.

While identifying the area of engagement, the brand should be able to ladder up to a more abstract need rather than restricting itself into a category need. This will appeal to a larger audience and thus take the brand’s reach farther. Tata Tea created a highly successful engagement based on the theme “ Jagore “ inspiring many youths to register themselves as voters in the recent general elections. But the challenge for the brand is to take this engagement further since the elections are over.

Another way of engagement is where the brand provides a platform through which the consumers engage with each other. The brand acts as a facilitator rather than the expert. Consumer driven brand communities are the results of such an engagement. These engagements are more powerful than the brand driven engagements because the underlying cause for such engagements arises out of passion rather than profit.

It is all about action

Successful engagement arises out of action. Brands venturing into creating customer engagement must devise ways to create and maintain a higher energy level among the consumers. The engagement plan should have activities, contests, debates, meet ups, webinars, sharing, exchanges, tweets etc to keep up the energy level. This means that there is going to be a substantial investment on the part of the brand to keep the momentum going. The investment is more on the human side rather than monetary investment. Technology has enabled companies to keep these engagement costs minimal. But there has to be a dedicated team who will keep the activity levels high so that there is never a dull moment.

Brand Update : Gems Does a Kinder Joy

Gems recently launched a new variant Gems Surprise. The product is a new pack of Gems that comes with a surprise toy inside. The new variant is in the shape of a ball attractively packaged. Right now Gems Surprise will contain Ben 10 toys. The new variant is priced at Rs 30.

Gems Surprise is inspired ( copy ?) by the Kinder Surprise . Kinder Surprise has met with success in the Indian market. I do not have the figures but as a consumer, I have been a regular buyer of this product so are my friends.
The consumer acceptance of the Kinder Joy may have been the reason for the launch of Gems Surprise.

Kinder Surprise was never a competition for Gems. Kinder Surprise has created different niche where Cadbury does not have a presence. Cadbury does not want any product to rule any part of the chocolate market that easily. Through Gems Surprise, Cadbury is addressing the industry competition.

There is no product in Cadbury's brand portfolio that is similar to Kinder Surprise. Gems was chosen because it is a unique brand with lot of equity among the consumers. The form factor of Gems also made the brand worthy of being a competitor for Kinder Surprise.

Gems Surprise is going to create holes in the Parent's pockets. Gems was always affordable and right product to buy for the Kids. Gems Surprise priced at Rs 30 is an upward stretch for the brand.
The question is whether the consumer will buy Gems for Rs 30 because there is a gift free with it ? For all those customers who has been buying SKUs of Gems for Rs 5 and Rs 10 may find it difficult to justify the purchase of Gem's Surprise at Rs 30.

What I understand is that the product ( chocolate ) will be the same in Gems Surprise. What you pay more is for the toy.In the case of Kinder Surprise, consumers did not have a benchmark about the price so Rs 30 for Kinder Joy was accepted by the consumer.

Gems will definitely get lot of consumer trials and purchases .Whether the purchases will be sustainable will depend a lot on the variety of the gifts that is inside the pack. Kinder Surprise is the master in this game. Will Gems beat the master will be a fun ( expensive though) to watch.

Related Brand
Kinder Surprise

Market Statistics : FMCG Market Shares

Today's ( 26/05/10) Economic Times carries interesting market share figurers of FMCG players across various categories in the Indian market. Thought of sharing.

Hindustan Unilever Ltd

April 2009( %) April 2010 ( %)

Soaps 47 43.8

Detergents 37.4 36.8

Shampoo 45.3 46.9

Toothpaste 27.9 25.7

Skincare 46.5 45.4

Tea 22.4 21

Proctor & Gamble

April 2009( %) April 2010 ( %)

Detergents 13.9 14.6

Shampoo 24.1 22.6

Godrej Consumer Products

April 2009( %) April 2010 ( %)

Soaps 9.8 10.5

Dabur

April 2009( %) April 2010 ( %)

Toothpaste 9.6 10.6

Shampoo 6.1 5.5

Chawanprash 59.6 60.9

Nestle

April 2009( %) April 2010 ( %)

Coffee 41.1 41.8

Chocolates 25.2 25.2

Noodles 63.1 62.2

Colgate

April 2009( %) April 2010 ( %)

Toothpaste 49.8 51.2

Toothpowder 43.6 43.5

Tata Tea

April 2009( %) April 2010 ( %)

Tea 21.7 20.2

Tata Tion : Why Let Go

Brand : Tata Tion
Company : Tata Tea

Brand Analysis Count # 454

Tata Tion is Tata Tea's foray into the non-carbonated beverages market. Tion which was soft launched in 2009 has been launched nationally. The brand was initially launched in TamilNadu and has been in the market for more than a year.

Tion is a fruit based drink which has extracts of tea, ginseng and fruit. The brand is a challenger in the Rs 2500 crore non-carbonated beverage market in India.

Tion is positioned as an energy drink . The brand although fruit flavored is positioned as a tea-based cool drink. The major differentiators for Tion are its ingredients. The brand has tea extracts and Ginseng which makes the brand stand out from the rest. The presence of these ingredient also makes this brand look more healthy compared to other drinks.

Tion has the tagline : Why Let Go. The launch campaign is does not have much to talk about.The brand is essentially giving a message that it has so much in it that you cannot let it go.

Consumers have different take on the taste of Tion. The taste may not be universally appealing and that can restrict this brand to a niche. Tion will appeal to those consumers who are looking for a healthy cool drink and something different from the fruit juices. Compared to the existing fruit drinks, Tion gives certain kind of refreshment thanks to its ingredients.

Tion was initially launched in 400 ml packs priced at Rs 22. But now the brand is available at 200 ml packs priced at Rs 13. The packing is novel and can generate lot of trials.
But the 200ml drink seems to be too little to quench thirst and can create a perception of too little for that price. That was the typical reaction of a consumer after having the drink on a hot day.
Tion is a different product from the rest and along with the endorsement of Tata, the brand can get lot of trials. In the city where I live, Tatas have managed to make the brand available at key locations. The proposed JV with Pepsi will also help the brand get into more store shelves.

The challenge for Tion is to convince the customers to regularly consume the brand. The brand is banking on its ingredients to convince the consumers to patronize it. I feel rather than the ingredients, the brand will hold the key. With the kind of communication strategy, Tion may not be able to build a strong equity. It may need a heavy dose of celebrities especially those in the athletics/sports which can reinforce the message of a healthy energy drink. With global brands like Gatorade, Burn etc upping their ante, Tion should invest more on the brand rather than banking on its ingredients.

Marketing Strategy :Do You Know Your Customers ?

What Marketers Should Know About Customers

Originally published here in Adclubbombay.com

The dictum “Understand your consumers “has often become a cliché. It is not a new idea but it is the most forgotten idea. When sales are growing at tremendous pace and when the production is struggling to meet the demand from the market, consumer is pushed to the backyard. During periods of economic boom companies focus is on expansion, diversification, new offices, mergers and acquisitions. But then suddenly out of the blue, everything comes to a grinding halt. Growth stopped, inventory piled up and consumers stopped crowding the stores. Now is the time to bring back the consumer to the centre of your business strategy.

It is said that the seeds of disaster is sowed during the time of growth and optimism. Take the case of realty sector. This is the sector which was most affected by the current slowdown. When the industry was growing at a scorching pace, every one forgot the consumer. Prices were skyrocketing not because of real consumer demand but because of speculation. Many players cared little to understand whether the consumer is actually buying or is it a mere speculation that is driving the price. When the realisation came that real consumers are not buying, everything came to a standstill.

This current slowdown in the economy is a lesson for all marketers to go back to common sense. The common sense that consumer is the centre of business. The purpose of business is to create consumers. And to do that one should know the consumers.

Who is your customer?

Although this question sounds too basic and simplistic, it is surprising to know that many businesses do not have a basic definition of their customers. The era of mass marketing where the marketer treats the entire market as a homogeneous group is over. The market has moved drastically into different segments.

Consumer’s knowledge about offerings has also changed. This new set of empowered knowledgeable consumer has warranted that companies be more empathetic to the needs and wants of the consumers.

Marketers should have a thorough understanding about the consumer. The first step is to clearly define the consumer. The definition of consumer should be exhaustive and not be limited to a mere demographic picture. The mental, physical, emotional and social dimension of the consumer should be clearly stated by the marketer.

What does the consumer need?

Once the customer definition is clear, the next task is to map the needs of the consumer. This is not a static process because consumer needs and priorities keep changing. Hence there has to be a continuous mechanism through which these changes are absorbed into the learning systems of the company. In an advertising agency perspective, increasingly companies are cutting their media expenses. That does not mean that the need for promotions has died. When advertisers look for new cheaper methods for promotions, agencies should be in a position to help them. This can happen only if the agencies have a better understanding of the consumer’s changing needs.

Understand Customer’s customer

In the remarkable book “What the customer wants you to know “, management guru Ram Charan says “The most important thing to understand about your customer is her customers”.

The customer’s customer principle has wide application in business marketing. For an advertising agency, the customer’s customer is the consumer. For a business firm, it will be the customer of the client. If a marketer wants to clearly understand the customer needs, he has to first identify the customer’s customer and customer’s competitor. While many consumer firms clearly map their customers and competitors, business markets fail to understand the significance of this understanding. Because if the customer’s customer stops buying products, then your customer will stop buying from you.

From market driven to market-driving

Consumers will not be able to tell you exactly what they want. But a deep understanding about their life and their behaviour will give valuable inputs about new product ideas. Market –driving strategy is the strategy where the company shapes the consumer needs and wants through break through products and technologies. Hence it is important for marketers to go beyond what the consumer is saying.

Market Driven strategies are the conventional reactive strategies. Companies react to the changing marketing conditions using various marketing mix elements. The focus is on satisfying the obvious stated needs of the consumers. Market Driving strategies are aimed at creating original products and shaping consumer needs. The needs may be hidden and marketers should have the guts to tap those hidden needs.

Steve Jobs is quoted to have said that he does not believe in market research. He famously said that “We just want to make great products “. Here the focus is more on shaping the consumer needs and wants rather than reacting to existing needs. In a market driving strategy, the focus is to create new customers rather than satisfying existing customers. But for that one has to understand the hidden and latent needs of the consumers.

Constant consumer conversation and engagement will help marketers to understand those needs and find means to satisfy those needs profitably.