Dr.
Ranjit Nair is the CEO of Germin8, a digital intelligence company focused on using
data analytics and artificial intelligence to help companies become more
customer-centric. He is passionate about artificial intelligence, innovation
and the analytics to generate value for both companies as well as individuals.
Ranjit completed his PhD in Computer Science
with a specialization in Artificial Intelligence from the University of
Southern California in 2004. His thesis focused on decision making in
multi-agent teams involved in collaborative tasks in uncertain environments,
like robots tasked with rescuing people in the aftermath of natural disasters.
Post his doctorate, he worked as Senior Research Scientist with Honeywell Labs
in Minneapolis, where he continued his work in developing algorithms for
planning and decision making in the face of imprecise and incomplete
information.
He returned to India at the end of 2006 to be a
tech entrepreneur and to fulfill a desire to see India become known as not just
as an exporter of IT services but also for world-class software products and
innovation. With this goal in mind, he founded Germin8 along with his father,
Raj Nair, who is a successful strategy consultant and serial entrepreneur. Today,
Germin8 helps many large companies across sectors like financial services; automotive, FMCG and pharmaceuticals to use analyze their
customers and become more customer-centric.
Apart from Germin8,
Ranjit serves on the India Advisory Board of the University of Southern
California and is the past President of the Alumni Club of Mumbai of the University
of Southern California. In his spare time, he
enjoys advising young entrepreneurs who have just begun their startup journey.
He also serves as visiting faculty at several institutes like MICA and NMIMS.
Outside
of his professional interests, Ranjit spends his time with his family and is
the father of a precocious three-year-old. He spends the little time that
remains on reading science fiction, running long distance, and experimenting in
the kitchen.
3 Vital Elements to Build Your Brand Image via
Responses on Social Media
Social media is one of the most important
means of building your online brand image. There are many brands like Tesco,
Sainsbury and Xbox who have upgraded their brand image with their unique way of
responding. Good responses make your brand memorable, recallable and
respectable. The more you react to your audience, the more likely you are to be
successful. It’s time to make your brand stand out in the crowd with these
three vital elements for online image building:
Tone
of Responses: Yes! Your tone of responses matter a
lot. It should complement your brand’s image. If you are a suit and blazer
selling brand for businessmen and you respond the queries posted by your
customers in a cool and funky tone, using slang words such as “hot” and “dude”,
you are ridiculing your own brand. The best solution to it is to delegate
different people to manage different channel. After sometime, a person working
on a specific channel tends to specialize in it. Using the right tone can help
to reflect the humane side of your brand, which is crucial aspect of creating a
good image. Now days, customer wants to interact with humans, and not robots.
The
Use of Words: Content has proven to be an effective
medium of marketing. Whether it is online posts or responses; your use of words
has a great impact. Your words need to be what the customer is expecting.
Besides this, the words should be catchy and easy to understand because not all
are well-versed with the language. Sometimes, you can use phrases and idioms to
impress the customer. Avoid using sarcastic words since some respondents love
to play around with words that are subtly satirical.
The
Turnaround time: Maintaining
a lower turnaround time is always going to be a vital element in building a
brand image on social media. If a brand takes long hours to respond to a
customer query, you are making your customer frustrated since “nobody likes
waiting”. Customers post queries on social media for quick answers and if your
brand cannot fulfill this expectation, then it really needs to work upon its
online customer care services. The lower the turnaround time of responses, the
better becomes the brand image. However, some brands have excelled in online
customer care services.
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