Aynchronous Assignment

ANANYA CHANDWANI 2023648

Q3) Firms using CRM
 MARRIOT- Waikoloa- HAWAI

While working on a laptop from his room in a Mariott hotel, ma guest tweeted about the scenic
location: “there are worse places to get some work done than on my balcony here
@waikoloabeachMH”

About 30 minutes later, the hotel tweeted back saying, “ we completely agree, Steeve! We hope you
have a great stay with us.”

The next morning the client was out of the hotel all day and returned to his room in the evening
where he found a fresh fruit plate, six slices of banana bread, two bottles of water and silverware on
his desk. Which was accompanies by the director of sales and marketing saying- “ Steve if you have
to work on your lanai, we hope you will enjoy this small treat”.

Through this proactive gesture of interaction via social media, the hotel delighted the guest beyond
expectations.

 Makemytrip addressing to problems and grievances tweeted to them by customers and

assisting them to find sollutions for the same. Same goes for banks like axis bank, HDFC.
Many companies now-a-days respond to complaints via twitter in order to stay connected
with their customers and provide good services to their tech-savvy customers.

 Myntra Studio

E-commerce platform Myntra has launched Myntra Studio, a personalised content

destination on the platform that provides users with access to shoppable content at scale.
The fashion e-tailer will daily upload celebrity and influencer led fashion content on its app
to drive customer engagement in the wake of Covid-19 lockdown. The platform claims to
deliver personalised content based on customers’ browsing history and shopping
preferences. This feature helps increase the connectivity between instagram posts that have
tagged myntra , hence people can now see how to style the products and increases
credibility of the product. Myntra tries to stay connected with its users by way of showing
their pictures in the myntra studio.