TITLE OF THE PROJECT

A STUDY OF CLIENT ENGAGEMENT PLANNING

PROCESS IN ROCHADS MEDIA PVT. LTD.
INTRODUCTION
• Digital marketing brings a steady flow of targeted traffic of people who convert into leads and
sales. It helps your business make use of techniques and strategy that will not only attract
more traffic to your business but quality traffic which will engage and convert more.
• The group of potential customers that are found online is a much larger group of people than
you are likely to be able to attract locally. Using digital marketing, you can reach an
enormous audience in a way that is both cost-effective and measurable.
• Customer Engagement refers to emotional attachment that a customer experience during
the repeated and ongoing interactions. Engagement occurs through satisfaction, loyalty and
excitement about your brand.
• The focus of this study is to identify how customer engagement can be measured and
managed.
OBJECTIVES OF THE STUDY

• To study the customer engagement process in Rochads

Media Pvt. Ltd.

• To study the customer choices and preferences for

marketing their business on Digital Platform.
LITERATURE REVIEW

Sashi (2012)- Explained understanding of customer engagement by examining practioner

views of customer engagement, linking it to the marketing concept, relationship marketing,
modeling the customer engagement cycle and developing a customer engagement matrix.

Greenberg (2008)- Emphasized on social media used for customer engagement. Some forms
of social media are tools –blogs, wikis, and podcasts. Some are user generated content-
comments, reviews, social tags and bookmarks, rankings, ratings, photos and videos.

Holbeck (2009)- Illuminated the importance of customer engagement and proposed a model
for identifying the relationship between engagement and other constructs like trust, commitment
and satisfaction and loyalty. He also explained key aspects of engagement i.e. engagement
contexts, engagement objects, engagement phrases, engagement dimensions and
engagement levels.
RESEARCH METHODOLOGY
• The report is mainly based on the primary data which have been collected from online
surveys and interviews. Secondary data was collected from already existing sources and
records. The data was collected from the websites and previous conclusions and studies of
the organization.
• Sample Size - 200 Respondents
• Area of survey - Faridabad and Delhi
• Measurement Techniques : Percentage Analysis, Bar graphs and Tabular Presentation.
LIMITATIONS OF THE STUDY
• The Research was conducted within a limited duration so a detailed and comprehensive study could
not be made.
• Because of the Pandemic, Face to Face Interaction with customers was limited
• The survey was not done on a large scale

ABOUT THE COMPANY - ROCHADS MEDIA PVT LTD.

FOUNDED BY: Rohit Chaudhary and Shakuntala

DATE OF INCORPORATION: 2ND JANUARY 2018
COMPANY TYPE: PRIVATE

ADDRESS: GURUGRAM, HARYANA -122001

Rochads is a digital marketing agency based of Gurgaon Which offers 360-
degree digital marketing solutions including Website designing, Search Engine
Optimization, Pay Per Click, Email Marketing, Social Media Marketing and
complete Digital marketing services.
DATA ANALYSIS AND INTERPRETATION
CONVINIENT SURVEY WAS CONDUCTED TO FIND PEOPLE PREFERENCES ON USING SOCIAL MEDIA AS A PLATFORM FOR
BUSINESS ACTIVITIES.

FINDINGS
• 47% of our respondents were between 18-25, 32% were between 26-35, 16% were between 36-45 and 5%
were 45 Above.
• 100% of our respondents use social media.
• Most of the respondents use Facebook and Instagram. Few use Google+ and Pinterest.
• 20% of the respondents Agree, 65% Strongly Agree, 10% Disagree, 5% Strongly Disagree on the view that
social media is a better platform for communication than mass media.
• 65%, 25%, 8%, 2% of the respondents chose Facebook, Instagram, Pinterest, Google+ Respectively. As a
best networking site for communication of products/services to its target customers.
• 50%, 25%, 15% and 10% chose Always, Sometimes, Rarely and Never respectively when asked does social
media advertising help them in taking purchase decisions.
• 45% of respondents always rely on information available on social media 30% sometimes 15% rarely and
10% never.
• 45% of respondents search price of the product, 10% search attributes, 20% search quantity and 25%
search quality of the product.
• 50% of the respondents Always change their initial preference after searching about the product online, 25%
Sometimes, 15% Rarely and 10% Never do so.
• 45% of the Respondents share their after-purchase experience through word of mouth in which 45% share
through word of mouth, 15% on company’s website, 10% write a blog, 30% share on social media.
CONCLUSION
• People use the information presented on social media for decision-making
• The study also found that people used social media to compare different products and seek
information available on social media before buying a product.
• People use social networking sites for understanding different products through product
reviews before purchasing a product.
• The factors time, comfort, offers and benefits in online shopping has become the ultimate
reason for people to purchase online even it possess risk and uncertainty.
• Customers utilize social networking sites to provide feedback through different ways .

• RECOMMENDATIONS
• Platforms need to be created that allow customers to manage their relationships with
companies.
• Transparency in providing information about the product online.
• Providing genuine reviews of the customers.