Customer Conversations – Reading into trends

I think customer conversations  or chatter or buzz will increasingly have a great impact on brand preference, brand awareness and marketshare. I did a trend analysis of some Indian brands in different categories – Retail, Telecom, Technology, Banks etc. You can do it here for the following brands.

Interestingly, the customer chatter for some of these brands  – Shoppers’ Stop, Pantaloon, ICICI Bank, HDFC Bank, Tata Indicom, Reliance Infocomm, Wipro, Infosys  and they show a direct correlation to how these brands have innovated or performed in the marketplace. Increasingly brands need to pay attention to customer conversations and ensure they are "top-of-chat" in addition to being "top-of-mind".  This will in the future reflect customer involvement, customer engagement and customer ownership trends for many of these brands.

I did the same for Google & Microsoft, Apple & Dell and the results do reflect the success of Google and Apple in the recent past!

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