Gozoop has won the Digital Listening & Insights mandate for Club Mahindra-India’s leading leisure hospitality provider, following a multi-agency pitch.
The agency is tasked with the mandate to establish a dedicated Consumer Experience Team (CET) that will listen, understand and track valuable web conversations of customers on social media around the brand. The day-to-day execution of CET will be handled by Gozoop’s Digital Command Centre (DCC).
It will also support Club Mahindra to understand customers better by sharing real-time social monitoring to measure sentiments, thus extending brand engagement and practicable social media crisis.
Commenting on the account win, Mr. Ahmed Aftab Naqvi, CEO & Co-Founder, Gozoop said, “Today when a customer wants to speak to a brand, digital is the go to platform. If these conversations are tracked in real-time and handled smartly it can not only improve the customer experiences but also provide valuable insights that can improve a brand’s products & services. At GOZOOP we have a best in class team, tools & processes to deliver this solution and we look forward to leveraging the same for Club Mahindra.”
Mr.Prem kumar Iyer, Director, Digital Command Centre, Gozoopfurther adds, With a zillion conversations around a brand and it’s key people – brands are either built or buried on social media. As marketers, it is imperative that our approach towards audience engagement evolves to stay ahead of these changing times. CET empowers us to identify relevant signals across digital platforms, well in advance, enabling us to engage and enhance the consumer experience thereby creating strong stories of consumer delights for Club Mahindra. ”
Mr. Giridhar Seetharam, Chief Marketing Officer, Club Mahindra, stated, “Digital engagement with our customers is constantly increasing. Not only is it a more efficient way to deliver services to our members, it is also helpful in understanding their requirements better. With Gozoop’s solution, we should be able to monitor the conversations around our brand more effectively and engage with our customers more positively”.