A REPORT

ON
UNDERSTAND THE ECOSYSTEM IN
DIGITAL MEDIA MARKETING

By
ASAMS V.K
Enrollment No. 13BSP1195

ISOBAR INDIA Pvt. Ltd

1
 A REPORT
ON
UNDERSTAND THE ECOSYSTEM IN
DIGITAL MEDIA MARKETING

By
ASAMS V.K
Enrollment No. 13BSP1195

A report submitted in partial fulfilment of

the requirements of

PGPM Program of IBS Mumbai

ISOBAR INDIA Pvt. Ltd.

Date of Submission: 6 June 2014

2
 DECLARATION

I, Asams V.K, enrollment no: 13BSP1195, hereby declare that this project work
entitled Understand the ecosystem in digital media marketing is my
original work.

I further declare that this report is based on the information collected by me and
has not been submitted to any other university or academic body.

Date: 25 May 2014 Asams V.K

13BSP1195

3
 ACKNOWLEDGEMENT

I thank to the God Almighty for showering his blessing at each stage of this project work.

I wish to extend my heart fully thanks to Mr. Rahul Vengalil (Company Guide), Director,
Isobar India, Bangalore division for his friendly help and encouragement given to me.

I wish to extend my profound gratitude to Dr. Madhusudhan Zalki, IBS Bangalore for his
guidance and valuable suggestions throughout my internship. I express my sincere thanks to
all faculties of IBS Mumbai & IBS Bangalore for their encouragement to complete the
project work within stipulated time.

I express my sincere thanks to the Mr. Toshal Shenai, Account Manager, Isobar India and
Mr. Manoj E, Assistant Manager, Isobar India for assisting in carry out this internship.

I wish to extend my special gratitude to all team members of Isobar India for supporting me
in carry out this internship.

My hearty thanks to my friends and parents who were always there with support and
encouragement.

Finally, I would like to express my sincere gratitude to all those who have helped me in the
completion of this humble effort.

PLACE:

DATE: ASAMS V.K

4
 Contents
DECLARATION .................................................................................................................................... 3
ACKNOWLEDGEMENT ...................................................................................................................... 4
EXECUTIVE SUMMARY .................................................................................................................... 8
1) INTRODUCTION .......................................................................................................................... 9
1.1) Digital Media Marketing or Digital Marketing ..................................................................... 11
1.2) Isobar India ........................................................................................................................... 11
1.3) Client Servicing .................................................................................................................... 11
1.4) Scope of the Internship ......................................................................................................... 12
1.5) Methodology ......................................................................................................................... 12
1.5.1) Client servicing ............................................................................................................. 12
1.5.2) Understand the consumer buying behaviour of Indians in digital era........................... 13
1.6) Limitation of the Internship .................................................................................................. 13
2) INDUSTRY ANALYSIS .............................................................................................................. 14
2.1) Business Model of Industry ....................................................................................................... 17
2.2) Porters Five Model Analysis of Digital Advertising Industry.................................................. 19
3) ISOBAR INDIA............................................................................................................................ 21
3.1) Vision ........................................................................................................................................ 22
3.2) Functions in Isobar .................................................................................................................... 22
3.3) Management .............................................................................................................................. 23
3.4) Awards ....................................................................................................................................... 23
3.5) Major Clients ............................................................................................................................. 24
Global Clients ............................................................................................................................... 24
Indian Clients ................................................................................................................................ 24
3.6) Supporting Tools ....................................................................................................................... 24
3.7) Collaborations in Digital Ecosystem ......................................................................................... 25
3.8) Financial details of Isobar Bangalore ........................................................................................ 25
3.9) Competitors ............................................................................................................................... 25
3.10) SWOT of Isobar India ............................................................................................................. 26
4) INDIA & INTERNET POPULATION ......................................................................................... 28
4.1) Gender Wise .............................................................................................................................. 30
4.2) Online Behaviour of Indian Internet Users ................................................................................ 30

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 4.3) Mobile Internet Users ................................................................................................................ 31
4.4) Social Networking ..................................................................................................................... 32
4.5) Entertainment and Online Video ............................................................................................... 33
4.6) Media Consumption of Indians ................................................................................................ 34
5) Digital Marketing .......................................................................................................................... 35
5.1) Digital Ecosystem ...................................................................................................................... 36
5.1.1) Search Engine ..................................................................................................................... 36
5.1.2) Displays .............................................................................................................................. 37
5.1.3) Mobile Marketing ............................................................................................................... 37
5.1.4) Social Media Marketing ..................................................................................................... 37
5.1.5) eMail Marketing ................................................................................................................. 37
5.1.6) Video .................................................................................................................................. 37
5.1.7) Analysis .............................................................................................................................. 38
5.1.8) Content Management ......................................................................................................... 38
5.1.9) Advanced Targeting............................................................................................................ 38
5.1.10) Creative ............................................................................................................................. 38
5.1.11) Research and Planning...................................................................................................... 38
5.1.12) Digital Strategy ................................................................................................................. 38
5.2) Types of Digital Marketing ....................................................................................................... 39
5.3) AIDMA as AISAS in Digital Era .............................................................................................. 39
5.4) Advantages of Digital Marketing .............................................................................................. 41
5.5) Digital Advertising: Ad Avenues ............................................................................................. 42
5.6) Some of the Basic Terms in Digital Marketing ......................................................................... 42
5.7) Types of ads ............................................................................................................................... 43
5.8) Monetary term in Digital Marketing.......................................................................................... 44
5.9) Branding in Digital Era .............................................................................................................. 45
6) CLIENT SERVICING .................................................................................................................. 48
6.1) Responsibilities of a Client Servicing Executive ....................................................................... 49
6.2) Attributes of Client Servicing Executive ................................................................................... 49
6.3) Steps in involved in doing client servicing is given below. ....................................................... 50
6.4) Tools used .................................................................................................................................. 54
1) comScore............................................................................................................................... 54
2) Google Trends ....................................................................................................................... 54
3) Face dominator...................................................................................................................... 54

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 4) Google Keyword Planner ...................................................................................................... 55
5) Alexa.com ............................................................................................................................. 55
7) UNDERSTAND THE CONSUMER BUYING BEHAVIOUR OF INDIANS ........................... 56
7.1) Research methodology .............................................................................................................. 60
7.1.1) Topic ................................................................................................................................... 60
7.1.2) Period of study .................................................................................................................... 60
7.1.3) Objectives of the study ....................................................................................................... 60
7.1.4) Scope .................................................................................................................................. 60
7.1.5) Universe .............................................................................................................................. 60
7.1.6) Sample ................................................................................................................................ 61
7.1.7) Sample size ......................................................................................................................... 61
7.1.8) Tools ................................................................................................................................... 61
7.2) Data Analysis and Interpretations .............................................................................................. 62
8) FINDINGS .................................................................................................................................... 70
9) CONCLUSION ............................................................................................................................. 73
10) LEARNING POINTS ............................................................................................................... 75
11) APPENDIX ............................................................................................................................... 78
12) REFERENCES ......................................................................................................................... 88

7
 EXECUTIVE SUMMARY

I am Asams V.K (13BSP 1195) of IBS Mumbai a PGPM student. I have done my internship
in Isobar India, one of leading digital agency in world. My internship is in Digital Media
Marketing. Throughout my internship, I had been working in different clients across India.
This report was written after getting the first hand experience from Digital media marketing.
This report explains the importance of digital media marketing in present era and this report
will help the reader to get an idea about the Industry, Indian population and digital media,
concepts of digital marketing, Duties and responsibility of client servicing executives in an
agency, Steps involved in client servicing and Consumer buying behaviour in the digital era.
After reading the whole report the reader can able to understand the reason behind growing
digital media marketing.

Title of the Internship Report is Understand the ecosystem of digital media marketing and
Objectives of the Internship are to understand the requirement of clients, formulating
strategies for clients, executing those strategies to achieve their brand objectives and
understand the change in consumer buying behavior in digital era.

Methodologies used for achieving these objectives are client servicing and a research. For
achieving first three objectives, I have done client servicing in Isobar India. By doing client
servicing I got chance to work with popular brands like ITC, United Spirits, Amante, 3M,
Ola cabs, Junggle.com, Wipro, and Sterling Holidays .For achieving the fifth objective, I
have done one research using an online questionnaire. The title for the research is
Understand the consumer buying behaviour of Indian in digital era.

Main findings of this internship are given here. Indian customers are highly information
seekers. They collect more information about a product before buying it. Internet penetration
in India is key player for this phenomenon. Most of Indians are getting stimulus through
advertisements, but they are not reaching to end phase of customers purchase journey, mainly
in high involvement purchases. Brands are getting more touch point to reach their target
group in this digital era. More details about findings are given this report.

The successful completion of this internship indicates that the future of marketing is in the
hands of digital. I conclude my research by quoting again that Brands cant sustain without
digital presence

8
1) INTRODUCTION

9
Advertising in business is a form of marketing communication used to encourage, persuade,
or manipulate an audience to take or continue to take some action. Most commonly, the
desired result is to drive consumer behaviour with respect to a commercial offering.
Advertising is defined by Richard F. Taflinger as Advertising is the non-personal
communication of information usually paid for and usually persuasive in nature about
products, services or ideas by identified sponsors through the various media." [1]

Advertising is normally done by a third party known as advertising agency. An advertising

agency is a service based business dedicated to creating, planning, and handling advertising
for its clients. An ad agency is independent from the client and provides an outside point of
view to the effort of selling the client's products or services. An agency can also handle
overall marketing and branding strategies and sales promotions for its clients. [2]Types of ad
agencies are

Full service agencies

Creative agencies
Specialized agencies
In-house agencies
Digital agencies or new media agencies

This report is completely discussing about digital or new media agencies. There was a time
when Television was the most popular medium for Marketer to promote, spread awareness
and generate leads for their products but now the trend has changed and Digital media has
taken its place. Main reason for this change was

Traditional methods are expensive. Compared to digital marketing channels, you

could end up spending thousands of dollars more.
Traditional marketing channels fail to provide instant feedback and reports about who
saw or heard an ad, and took action. This data is collected long after the initial ad
impression is made (and still then, the statistics are far from exact numbers).

Digital marketing, on the other hand, refers to marketing methods that allow organizations to
see how a campaign is performing in real-time, such as what is being viewed, how often, how
long, as well as other statistics such as sales conversions.

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1.1) Digital Media Marketing or Digital Marketing
The term 'digital marketing' was first used in the 1990s. In the 2000s and the 2010s, digital
marketing became more sophisticated as an effective way to create a relationship with the
consumer that has depth and relevance.

Digital marketing was defined in Wikipedia as marketing that makes use of electronic
devices (computers) such as personal computers, smart phones, cell phones, tablets and game
consoles to engage with customers. Digital marketing applies technologies or platforms such
as websites, e-mail, apps (classic and mobile) and social networks. [3]

Peoples often referred digital marketing as 'online marketing' or 'internet marketing' but its
wrong. Digital marketing revolves around the Internet, which explains why people tend to
believe that digital marketing and Internet marketing are synonymous. Nonetheless, they are
different. Internet marketing falls under the category of digital marketing. Internet marketing
encompasses digital marketing services such as search engine optimization, display
advertising, and email marketing.

1.2) Isobar India

Isobar is a global digital marketing agency with a total of 63 offices in 37 markets worldwide.
The agency is a wholly owned subsidiary of Dentsu Aegis Network and is sister agency to
Posterscope, iProspect, Carat and Vizeum.Dentsu.

Isobar is a modern communications agency network, made up of a committed and diverse

group of over 3,000 digital pioneers in 37 markets. Established in 2003, Isobar is the global
home for the worlds finest digital pioneers and the smartest traditional marketing talent, that
helps connect brands with their fans and customers by creating irresistible ideas combining
creative, planning, technology and data.

1.3) Client Servicing

Heart part of this project is dealing with client servicing. A client servicing is the face of an
advertising agency. Responsibilities of client servicing include understanding the clients
needs and expectations. In fact, the advertising process begins with the client servicing
person visiting the potential client for a brief. He then needs to communicate this to his
agency. His job is to hunt for new business and be a bridge between the agency and the client.

Key responsibilities of client servicing are managing internal workflow and developing
strong partnerships with clients. Other responsibilities include liaising with the clients on all

11
aspects of marketing communications, briefing agency departments, presenting proposals to
clients, managing advertising spend budget, keeping clients up-to-date on their own and
competitive activity, occasionally negotiating with media on clients behalf and approaching
prospective clients whose accounts are under review.

1.4) Scope of the Internship

1) To understand the element in digital media
2) To understand the effectiveness of branding through digital media
3) To understand the effort behind fulfilment of brands objective through campaigns
4) To choose appropriate media for communication
5) To maintain relationship with clients
6) To understand the Target Group for different brands

1.5) Methodology
For accomplishing this internship, I used two methodologies. One is working as a client
servicing executive in Isobar India and another one is a research to understanding the
consumer buying behaviour of Indians in digital era using an online questionnaire.

1.5.1) Client servicing

Analysis the industry and digital media for clients, formulating strategies and executing
them based on the objectives of client. This whole process consist of 18 steps,

Brief: Brief given by the client based on their marketing objective.

Pitch Presentation: Presentation made by the isobar for client based on the brief,
by analysing industry and digital media. Mostly used for new clients.

Proposal: Proposal put forward by isobar including campaign objective, target

market, strategy, approaches, estimated cost and outputs.

Review: Reviewing the proposal of isobar by clients.

Revised negotiation: If clients have any problem with proposal, isobar will
rewrite the proposal and make negotiation

Final proposal: Proposal which finally put forward to clients by isobar.

Approved: Final proposal need to get approval from client, otherwise isobar will
lose client.

Estimate Signed: Its a contract between client and isobar.

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 Release Order: Order which submitted to vendors for buying space and placing
ads

Creative: Executing the idea or plans of campaigns in to final formats like

banner, websites...Etc.

Run Campaign: Starting the campaign by placing ads banners, videos, facebook
contest, facebook page managing ...Etc.

Reports: Reports submitted by which vendors to isobar, based on the running

campaigns of clients.

Compile: After getting all reports from vendors, isobar will compile those reports
for submit to clients

Optimization: Making changes in the campaign for improving the effectiveness

and to achieve objectives.

End: End of the Campaign after achieving the objective.

Review of Campaign: Evaluating campaign based on standard and actual

performance of campaign. It will help to understand what isobar planned and
what actually happened.

Bills: Bill submitted from vendor to isobar and isobar to client including service
tax and commission

Payment: Payment of bill by client to isobar and then to vendor by isobar after
deducting the commission and tax.

1.5.2) Understand the consumer buying behaviour of Indians in digital era

To understanding the consumer buying behaviour I did one research using an online
questionnaire. Sample size of the research was 200. Samples for this research are
under Indian youth and young Indians, who come under 17 to 45 year age groups.

1.6) Limitation of the Internship

1) The time span for the project is limited
2) The problems with using paid tools for relevant data, example like ComScore.
3) Time of campaigns for some client is more than three months

13
2) INDUSTRY ANALYSIS

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The Indian Media and Entertainment (M&E) Industry, one of the most vibrant and exciting
industries in the world, has had a tremendous impact on the lives and the Indian economy. As
the M&E industry widens its reach, it plays a critical role in creating awareness on issues
affecting, channelling the energy of and building aspirations among Indias millions. As it
entertains and informs the country, the M&E industry has been a catalyst for the growth of
large parts of the Indian economy. M&E industry consist of TV, Print, Films, Radio, Music,
OOH, Animation and VFX, Gaming and Digital Advertising.

The FICCI-KPMG 2014 Report 'The Stage Is Set' showing the Indian media and
entertainment (M&E) industry has grown by 11.8 per cent in 2013 while comparing with
2012 and touched Rs 918 billion. It is expected to touch Rs 1785.8 billion by 2018, with a
CAGR of 14.2 per cent. [4]

By the end of 2014, the industry is expected to stand at Rs 1039 billion. Additionally, digital
advertising has shown promising growth in 2013 while comparing with 2012, which is about
38.7 per cent, followed by gaming which grew by 25.5 per cent. As for the 2018 prediction:
Digital advertising is expected to lead the CAGR with 27.7 per cent, followed by radio with
18.1 per cent. Gaming and television are expected to register a CAGR of 16.2 per cent each,
followed by growth rates of animation and VFX (15.9 per cent), music (13.2 per cent), films
(11.9 per cent) and OOH with 9.2 per cent expected CAGR. [4]

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According to the annual advertising expenditure report from GroupM, The digital media
advertising revenues for the year 2013 is estimated at Rs 2,520.1 crore (around $405 million)
, up 30% from Rs 1,938.6 crore in 2012,. Digital contributed to 6.5% of the total media
advertising expenditure in 2013, up from 5.5% share in 2012. [5]

The agency estimates that the digital media advertising revenues to reach Rs 3,402.2 crore
($546 million) in 2014, registering a 35% growth year on year. This will represent around
7.9% of the total media advertising expenditure in 2014, which is estimated at Rs 43,065.4
crore. The company notes this will be driven by election spending by the government and
political parties across all media. GroupM made the prediction in the latest edition of its
annual report This Year, Next Year. Digital media were projected to increase 35%, with TV
slowing to 12% from last years 14.6% and print picking up to 8.5% from 4.6% in 2013. [5]

Digital ad spends accounted for 8.3 percent of the total ad spends of Inr362.5 billion in 2013.
Digital media advertising in India is grown by 38.7 per cent in 2013, faster than any other ad
category. [6] With the dramatic growth in mobile usage, content providers and advertisers are
seeking opportunities to get their message across on this preferred medium of the masses.

It is estimated that the total internet user base will reach 494 Million by the end of 2018 as
against 938 million TV viewers in the same year. This means that the internet user population
will be approximately 53 per cent of the total number of TV viewer in the country in 2018
compared to 27 per cent in 2013. [6] This shift towards the digital media is important for
digital media strategists to consider, in order balancing their marketing budgets between
online media and traditional TV strategy.

IAMAI & IMRB report of March 2013 showing trends in breakup of Digital ad market
among various ad types like search ads, display ads, mobile ads, social media ads, email ads
and video ads. By seeing this breakup we can understand marketer are giving importance to
all venues to place ads. [7]

16
Some of the key players in the Digital advertising are Ogilvy & Mather, Webchutney, IBS,
Isobar, Maxus, 22 Feet, Grey Digital, Mind Share, Interactive Avenues, Omnicom Media
Group, Digital Law & Kenneth, Pinstrom.

2.1) Business Model of Industry

ATD- Agency Trading Desk DSP- Demand Side Platform SSP- Selling Side
Platform

About Process

Clients would give authority to agencies, to wear the shoes of clients. Agency will create ads,
which may be banner ads or videos. After the creation and getting approval from clients,
agency while find out the portals or websites where the T.G is present. Later give the order to

17
DSP or ATD, this order contains details regarding where to place ads or which portal is
requiring to placing the ad. This DSP/ ATD will bid in ad exchange for that portal.
Otherwise agency can directly approach to ad networks and give orders. These ad networks
buy the inventories from publisher and give to agency. From publisher view he can sell
inventories through Ad networks or through SSP. If publisher give to SSP, they will place
those space in ad exchange for bidding. Through ad exchange DSP/ATD will buy those
inventories. Bidding will not only for space but also for T.G which required for clients.

Ad exchanges are technology platforms that facilitate the bids for buying and selling of
online media advertising inventory from multiple ad networks. The approach is technology-
driven as opposed to the historical approach of negotiating price on media inventory.[9]

A demand-side platform (DSP) is a system that allows buyers of digital advertising

inventory to manage multiple ad exchange and data exchange accounts through one interface.
Real-time bidding for displaying online ads takes place within the ad exchanges, and by
utilizing a DSP, marketers can manage their bids for the banners and the pricing for the data
that they are layering on to target their audiences.[8] A supply-side platform or sell-side
platform (SSP) is a technology platform, web publishers of the world use a supply-side
platform to automate and optimize the selling of their online media space. [9]

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2.2) Porters Five Model Analysis of Digital Advertising Industry
Porters model will help analysis the industry and understand where the power lies in the
business. Here I am using porters model to understand digital advertising industry in India.
Generally, in the Indian advertising industry, contracts are long termed, and customers are
likely to keep going back to the same advertiser so long as results were obtained the first
time.

1) Threats of New Entry

Full service agencies have high demand in Market.
Lack of getting efficient work force is a threat in digital advertising.
Cost of setting up a digital agency is low. But agencies need to invest a huge
amount in backend function like technology.
Getting clients in the initial stage is a bit difficult, because clients will usually
look the past experience of agency.
Government regulations in the digital advertising are low. While comparing with
M&E industry.
2) Bargaining power of suppliers
Lot of suppliers are there, but some suppliers who have high reach and affinity
will charge high price for placing ads in their portals.
Real time bidding will lead to increase the demand of some portals.
Bargaining power of suppliers, who provide data and information are very high.
Seasonal campaigns put pressure on supply side to charge high.
Employee or work force with proper knowledge is limited.
3) Bargaining power of buyers
Buyer are the clients of agencies, basically buyers are high idea seekers.
Clients will choose agencies which have good experience in industry.
Clients like long term relationships with agencies, so they also try to adjust with
agencies.
Clients can ask agencies to change pattern of campaigns at any time.
Clients like MNCs have high power over agencies, but SMEs will satisfy with
performance of agencies.
Backward integration by buyers is not possible.

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 4) Threats of substitutes
No. of substitutes is high, substitutes include Print media, TV, OOH and Radio.
Substitutes are too popular among buyers. They had high demand in past years.
Main competitor for Digital advertising is TVC, but trends are now changing
FICCI-KPMG report of 2014 showing growth of digital is very high while
comparing with others media.
But media consumption through radio is increasing now.
5) Rivalry by existing competitors
At present competitors are low, but it can be increase in future. Because lot new
players are coming to the industry.
Existing competitors have high profile clients and clients loyal toward them.
Most of the traditional agencies are now concentrating in digital also.
Existing firms in the Industry are creating variety and unique campaign for clients.
Most of the firms have efficient backend support in technology.
Existing firms have the expertise manpower and firms giving good remunerations
to employees. So employees are loyal towards employers.
Some firms are popular due to execution of innovative campaigns.
Few of the brands have in-house agencies, it will reduce business but not in a high
level.

Conclusion of Porters Five Force Analysis

Low threats for new entry.

High bargaining power of suppliers.
Bargaining power of buyer is medium, but in coming year there is chance for
increase. Due to lot of players are coming to industry.
Threats of the substitutes are high, but it will change in coming years.
Rivalry by existing competitors is high, but possible to break it by doing some unique
campaign for client.
Indian market is a potential market for digital advertising due to high internet and
mobile penetration.

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3) ISOBAR INDIA

21
Isobar is a global digital marketing agency with a total of 63 offices in 37 markets worldwide.
The agency is a wholly owned subsidiary of Dentsu Aegis Network and is sister agency to
Posterscope, iProspect, Carat, Vizeum, and Dentsu.

Isobar is a modern communications agency network, made up of a committed and diverse

group of over 3,000 digital pioneers in 37 markets. Established in 2003, Isobar is the global
home for the worlds finest digital pioneers and the smartest traditional marketing talent, that
helps connect brands with their fans and customers by creating irresistible ideas combining
creative, planning, technology and data. Together, Isobar brings people and brands together,
like never before.

Isobar has since become the world's most global agency, with offices on six continents.
We're a committed and diverse group of digital innovators and marketing visionaries
dedicated to helping connect brands with their customers. How? By creating irresistible ideas
that meld creative, planning, technology and data.

With a vision to create the best digital agencies in India, Isobar was launched in August 2008.
Today, Isobar is ranked amongst the top Indian digital agencies with recognitions flowing in
since, including Campaign Asias India Digital Agency of the Year 2012 award (Silver),
which was a remarkable achievement for an agency just four year old in the business, With a
client roster like BMW, adidas, Kellogg, General Motors, P&G, Reebok, Expedia, AirAsia,
Ray-Ban, Asian Paints, 3 M car care and Mattel, the agency has been consistently
producing inspiring work. Isobar Indias excellence in media, social, mobile, web
development as well as thought and creative leadership has made it one of the most sought-
after agencies to work with.

3.1) Vision
To Bring People and Brands Together like Never Before

3.2) Functions in Isobar

Media planning: Buying media, planning, and creating strategy for clients, reporting
to clients, coordinating technology with creative and maintaining long term relation
with clients.
Social Media: Managing pages, giving response to Queries of customers and
Managing Websites. Isobar wears the shoes of clients, and helps them to achieve
objectives.

22
 Creative: Providing Art and Copy to the clients, which give the real feel about brand
to customers.
Technology: Create Website and Apps, Managing Apps and Websites, Mobile
websites and apps creation, Micro sites, Trouble shooting and Editing.

3.3) Management
Name Designation
Mark Cranmer Chairman of Isobar
Jean Lin Global CEO Isobar
Shamsuddin Jasani Managing Director, India
Mustafa Syed Director, Media
Gopa Kumar Associate Vice President
Anish Varghese Group Creative Director
Nilesh Pathak Chief Technology officer
Jaya Bhatia Business Head- West

Rahul Vengali Director Servicing

3.4) Awards
1) Media Abbys by Ad Club Bombay and AAAI

Best social media Campaign for Reebok

2) Digital Media award by Campaign India

Best social media Campaign for Reebok

3) E4M IDMA Awards in 4 Categories:

Best social media Campaign for Reebok

Best Banner Campaign for adidas

Best Search Campaign for BMW

Best Social App for Reebok

4) Best Social Campaign for Reebok India, India Social

23
5)YahooBigChairAward
Silver for Best Search Campaign for TATA Winger

6) IAMAI Awards

Best Search Campaign for BMW

3.5) Major Clients

Global Clients
Coca-Cola Reebok Kelloggs
P&G GM Sprite
Disney Adidas PHILIPS
FIAT Google TOYOTA

Indian Clients
Adidas P&G winger KWAN
BMW BOSE Muthoot Group Whisper
Air Asia Ray Ban Asain Paints Kellogs
Ariel Expedia VICKS TATA HOUSING
Olay PHILIPS UTI Mutual Fund MATTEL
Pampers GM Kent RO EVA
Reebok ESSAR GOOD YEAR Sterling Holidays

3.6) Supporting Tools

Planning Customer Insight Analytics
eMarketer Double click WebTrends
comScore Astro Google Analytics
ViziSense Mediamind Alexa
Doubleclick ad planner Marin Software OMNITURE
AdRelevance ZEDO mediamind

24
3.7) Collaborations in Digital Ecosystem
Ad Networks DSP / Ad Exchange
Admagnet Marmalade
Exponential Amnet
SVG Group
Ozone

3.8) Financial details of Isobar Bangalore

2012

Revenue 30 Lakhs

Profit -16%

2013

Revenue 130 Lakhs

Profit 24%

3.9) Competitors
Blogworks Digivassi Grey Digital Interactive Webchutney
Avenues
Contract Draftfcb-Ulka Hungama Maxus Mindshare
Digital Services
Digital Law & Everest IBS Netcore DDBMudra
Kenneth Group

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3.10) SWOT of Isobar India
Strengths

Popular in the Industry, due to the brand image of Aegis Media.

Strong customers base with long term relationship.

Efficient employees with chuck of ideas.

Have sufficient experience in branding with many brands from different industries.

Strong and supportive backend technology team.

Holding lots of awards from industry.

Using proper supporting tools for Planning, Customer Insight and Analytics

Weaknesses

Number of employees is not sufficient for managing clients.

Lack of potential employees in market.

Lack of decision making ability in employees.

Expansion of business to new geographic locations inside India is slow.

Opportunities

Growing Internet penetration in India.

Marketers are changing their communication pattern from traditional to new media.

Growing mobile users in India.

Number of players is low in market.

Digital media consumption of Indians is very high while comparing with traditional
media.

Development of technology in Digital ecosystem.

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Threats

Changing economic conditions will affect business.

No of players in market is low, but existing player have larger customer base.

Low barriers in entry and market potential attracting new agencies to the market.

Traditional agencies are now moving to digital also.

Business risk is very high because business is completely based on clients business.

27
4) INDIA & INTERNET
POPULATION

28
India, with 1,270,272,105 (1.27 billion) people is the second most populous country in the
world, while China is on the top with over 1,360,044,605 (1.36 billion) people. [10] The
figures show that India represents almost 17.31% of the world's population, which means one
out of six people on this planet live in India. Although, the crown of the world's most
populous country is on China's head for decades, India is all set to take the numerous
positions by 2030. With the population growth rate at 1.58%, India is predicted to have more
than 1.53 billion people by the end of 2030. [11]

India is currently having online population of 213M, among them 60% are males and 40%
are females. In have 110 M mobile internet users, among them 80% are males and 20% are
females. 176M of the total internet population are part of Social Medias. [11]

India has bypassed Japan to become the worlds third largest Internet user after China and the
United States, and its users are significantly younger than those of other emerging economies,
global digital measurement and analytics firm comScore has said in a report. Riding on a
31% year-on-year increase, Indias online population grew to 73.9 million. With an extended
online universe in excess of 145 million the market is at a tipping point for online businesses.
The numbers are lower than other recent estimates, possibly reflecting comScores
methodology that only factors in PC and laptop-based Internet usage. [12]

29
4.1) Gender Wise
India currently have online population of 213M, among them 60% are males and 40% are
females. In have 110 M mobile internet users, among them 80% are males and 20% are
females. 176M of the total internet population are part of Social Medias.

According to the Internet And Mobile Association of India (IAMAI), the Internet user base in
the country stood at 190 million at the end of June, 2013. For the whole year 2013, the
internet user base grew 42% to 213 million, from 150 million in 2012. With more and more
people accessing the web through mobile phones, the internet user base in the country is
projected to touch 243 million by June 2014, a year-on-year growth of 28%.[13]

Younger males and women aged 35-44 emerge as power users

India males aged between 15-24 are major users among Males and in females 35-44 are
major users of internet. Age wise distributions are given below. [12]

4.2) Online Behaviour of Indian Internet Users

Trends in online behaviour are changed a lot, social networking is leading now. Early people
will use internet to access email and for searching information. But now people like to be
social, they are interested in sharing their life with others. 25% of the population are doing
social networking in India followed by 23% in services. Services include emailing and instant
messaging.[12]

30
4.3) Mobile Internet Users
Internet penetration in India is driven largely by mobile phones, with some of the cheapest
and most basic hand-sets today offering access to the internet. According to IMAI, India has
110 million mobile internet users of which 25 million are in rural India. The growth of
internet penetration in rural India is driven largely by the mobile phone; 70% of rural India's
active internet population access the web via mobile phones. This may have to do with the
difficulty in accessing PCs. Forty-two percent of rural India's internet users prefer using the
internet in local languages. The high prevalence of content in English is a hurdle for much of
rural India.[14]

Research report of InMobi showing the behaviour mobile user in internet, 21% of their total
consumption is for Entertainment and Social Media, which followed by Games, General
Information Search and Email.

31
4.4) Social Networking
Social Networks capture the largest percentage of consumers time in the region. comScore
datas showing 86% of the Indian web user visit a social networking site. Facebook continues
to be the number one social network with a 28% increase in traffic and a reach of 86%.
Average time spend by a Indian user on facebook is 217 minutes. LinkedIn emerges as
number two, while Pinterest and Tumblr are the fastest growing networks but growth of
twitter is declined by 15% in 2013 while comparing with 2012. [12]

Number of Indian user on Social Networking Platform

Facebook- 90 Million Twitter 30 Million LinkedIn- 18Million

Pinterest 15 Million Instagram- 2 Million

(Source: exchange4media report, 2014)

32
4.5) Entertainment and Online Video
According to comScore data, the online video audience in India grew an astounding 27
percent in the past years; YouTube continues to be the top video property with more than
55% share. International publishers including Facebook, Yahoo and Dailymotion get a
majority of the 54 million who watched videos. YouTube is the most popular with 32,519
visitor.

Social Video report saying 46% of internet users watch brand related video every week. 54%
watching videos that are informative or entertaining often leads to a number of other positive
activities such as visiting the brand website. Peoples are now likely to regularly watch videos
using their smart phones. Almost six in ten internet users have gone to purchase an item after
seeing it in an online video. [15]

33
4.6) Media Consumption of Indians
On an average Indian consumers are spending 6.10 hours in media per day. In traditional
media Indian audience spend only 195 min or 3.15 hours. If we see the breakup it will be
86min in television, 37 min in newspaper and 30 min in radio. Remaining 4.55 hours or 214
min in new media or digital media. Break up of new media will be like 102 min in mobile,
79min in online and 33 min in tablets. [16]

From a marketers view digital platform is very important because customers have more
presence in digital media. Customers are spending more time on digital, so it is easy to catch
customers in digital platform, more than that spending digital is much cost effective while
comparing with traditional.

34
5) Digital Marketing

35
Digital marketing is the promotion of your business, organisation or brand using channels
such as the Internet, mobile devices, television and radio in addition to using creative online
advertising, video, podcasts and other such methods to communicate your message.[17]
Internet marketing in particular plays a huge part in any digital marketing strategy and is
becoming the core of many organisations overall marketing strategies, particularly with
regard to social media and viral marketing.

Digital marketing ecosystem is not only concerned with internet marketing and social media
marketing, in introduction we discussed that peoples have a belief that internet or social
media marketing are same but not same, be clear from beginning itself. Digital marketing
ecosystem consists of internet marketing and social media marketing. They are just a
channels for communication, digital ecosystem consist of integrating channels and integrating
services.

5.1) Digital Ecosystem

Search Engine (SEO/SEM)

Displays (Banners,Rich media Banners)
Integrated Mobile Marketing
Social media

Channels Email
Video
Websites

Analytics

Intergrated Content management

Advanced Targeting
Creative
Research + Planning
Services Digital strategy

5.1.1) Search Engine

Search engine optimisation (SEO) is the art of getting a website to work better with search
engines (like Google, Bing & Yahoo), and to look for achievable, profitable, ranking
opportunities through keyword research. It is a quest for increased visibility in search engines
via relevant copy, quality links, domain trust, social popularity and search engine
connectivity.

36
Search engine marketing (SEM) is a broader term than SEO, and is used to encompass
different options available to use a search engines technology, including paid ads. SEM is
often used to describe acts associated with researching, submitting and positioning a website
within search engines. It includes things such as search engine optimization, paid listings and
other search-engine related services and functions that will increase exposure and traffic to
your Web site.

5.1.2) Displays
Display advertising is a type of advertising that typically contains text (i.e., copy), logos,
photographs or other images, location maps, and similar items. In periodicals, display
advertising can appear on the same page as, or on the page adjacent to, general editorial
content. Normal banners, Rich media banner, Interstitials and pops are example of displays.

5.1.3) Mobile Marketing

Mobile marketing is used in reference to any marketing efforts on or with a mobile device. It
involves planning, creating, and implementing a mix of initiatives to bring together sellers
and buyers via mobile devices. Mobile ads, Mobile websites, Apps and Games are some of
examples for mobile marketing.

5.1.4) Social Media Marketing

Social Media refers to any software tool that enables and encourages engagement in
conversation or sharing. Popular forms of social media include Facebook, Twitter, LinkedIn,
YouTube, Pinterest, Google + and blogs. Now all days social media become platform for
marketer to make conversation with customers. Brands are now engaging customers through
social media.

5.1.5) eMail Marketing

eMail Marketing is a type of direct marketing that involves sending personalized, targeted
messages to a specific audience. eMail Marketing is easy to use, low cost, and effective. Most
of the B2B business in present era in following email marketing, but in B2C also email
marketing is productive.

5.1.6) Video
Marketers are now use video to make customers aware of brands and to sharing the
experience of other customers. YouTube ads are too popular in video ads. In social media
platforms also brands are sharing video.

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5.1.7) Analysis
Analytics is the practice of evaluating data, and the process by which a company arrives at a
most advantageous decision. Here marketer analysis the integrate channel to understand the
effectiveness of communication. Analysis may be based on numbers of visitor or like in
social media pages..Etc.

5.1.8) Content Management

After analysis the integrate channels marketer can able to understand the problems with
current contents. Later he can manage the content to increase the engagement rate, content
may be text in banners, images or websites.

5.1.9) Advanced Targeting

Advanced targeting are techniques involving the sending of targeted messages to a specific
audience. It is used to increase the effectiveness of a marketing campaign. Behavioural
targeting is also a part of advanced targeting, here marketer can target the customer based on
their past behaviour in online. Marketer can put ads in other webpage where customer is
going.

5.1.10) Creative
Creative is the artistic component of an ad or website. It usually includes an image and copy
present in ads or website. Marketer can make those contents attractive to customers. Marketer
will sometimes change the entire design of websites, apps..Etc.

5.1.11) Research and Planning

Marketer will do some research to understand the behaviour, taste and preference to
customers in digital platform. This research may be doing by using paid-tools like
ComScore...Etc. Through this research marketer can understanding where T.G is present or
what T.G would to do in online. After research marketer will plan new campaigns based on
those research reports. These campaigns are more effective to reach the T.G properly.

5.1.12) Digital Strategy

Digital strategy is the process of specifying an organization's vision, goals, opportunities and
initiatives in order to maximize the business benefits through digital media. Strategy will be
different for each brand, it will base on the brand objective and target groups interest. It is
actual a plan formulated by the marketer to explore the opportunities. Strategy may be short
term or long term, but it need to be fit with market situations.

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5.2) Types of Digital Marketing
In normal outbound marketing, we will use pull and push marketing strategy. Like that in
digital marketing also pull and push are types.

In push digital marketing the marketer sends a message without the recipient actively
seeking the content, such as display advertising on websites and news blogs. Email, text
messaging and web feeds with customized contents can also be classed as push digital
marketing when the recipient has not actively sought the marketing message. Push marketing
allows you to target your demographics and use your marketing dollars to promote your
product to the people you know are interested in what you have to sell. A push marketing
campaign can be more expensive when it comes to upfront costs, so you really need to be
sure that your marketing is going to reach the right people at the right time. Behaviour
targeting is good example for push digital marketing.

In Pull digital marketing includes blogging, email marketing, social media, info graphics
and other forms of visual messaging and search engine optimization (SEO). A pull marketing
campaign also includes public relations or other ways of reaching out to potential or already
realized customers who you want to keep engaged. While a pull marketing campaign can be
less expensive to get started, you will incur costs in other ways. For example, if you are
running a social media campaign, you will need to hire someone to manage your social media
and respond to people who leave comments or ask questions. Social media gets people
talking and that has a major impact on sales. Pull marketing also requires a greater investment
in time, but it gives you more ability to entertain your customers and educate them about your
company. [18]

But don't get confused by seeing Email in push and pull, there is a difference. If marketer is
sending emails with customized content or banners to specific group of customers is push
digital marketing. If marketer is sending emails with the same content or banner to all
customers is pull digital marketing.

5.3) AIDMA as AISAS in Digital Era

AIDMA widely accepted model describing the psychological process leading up to the
consumers decision to purchase a product. This model is similar to AIDA model. The
AIDMA Model was first advocated by Roland Hall, an American economist, around 1920.
[19]

39
According to this model, there are five key processes: Attention, in which the consumer first
notices the product or advertisement, followed by Interest, Desire, Memory, and Action.
This model has been used extensively in the advertising and marketing industries.

Attraction Interest Desire Memory Action

AISAS is a process model of consumers purchasing activities in the Internet age. AISAS is a
consumption behaviour model that has been advocated by Dentsu since 2004. It was
developed to observe behaviours based on the understanding that the Internet has become
prevalent, and that consumers now have access to environments in which they can obtain and
transmit information themselves.

In this model, the key processes are: Attention, in which the consumer first notices the
product or advertisement, followed by Interest. After this, the consumer Searches for
information, and then makes a purchase (Action), after which information is shared with
others. In comparison to AIDMA, the psychological process has become more compact,
and the Action process has expanded.

Attraction Interest Search Action Share

These changes are shown how presences in digital are important for brands. Brands can able
to create awareness and internet without digital. But it will not lead to action in current
scenario. Customers need more information in present era; they are information seeker and
always search for best deal. Brands cant sustain without digital media.

40
5.4) Advantages of Digital Marketing
Digital Advertising is increasingly an inherent budgetary component of many organizations
today. Organizations of all sizes use the medium to promote their products and services. So
well, why do so many organizations use the medium? Simply put, it is due to the numerous
advantages that online advertising offers. These are discussed in the paragraphs ahead.

Reach - The ability of the online medium to target a certain demographic of users is one of
the greatest advantages of digital advertising. In addition, the geographical reach of the online
medium is far greater than that of traditional media. Its not only cost effective to achieve a
wider geographic area but the ads can also be targeted to the desired audience. For example,
if an advertiser is keen on selling his or her products targeted to a certain demographic of
people, it is quite possible through online advertising. Digital advertising has matured to the
extent that web publishers, media agencies and advertisers themselves know the optimal
ways and websites for a certain category of products or services.

Measurement - With various tools becoming available, tracking effectiveness of ad

campaigns is becoming possible today. In other words, measuring Return of Investment
(ROI) is increasingly possible today. Organizations that were previously reluctant to spend
online, now realize that the online medium does offer means to alleviate any such fears.
Moreover, when properly designed online marketing campaigns generate the desired results,
advertisers are further encouraged to continue advertising online.

Interactive and Engagement - The Internet is arguably the most interactive and engaging
medium among various others. Interactive campaigns have become a norm with the power of
the online medium. One such advertisement worth mentioning is the campaign by AXE
where the end user could alter the smile of a woman as he/she liked to i.e. in an interactive
framework. The advertisement struck an instant chord with the youth to which AXE the
brand is positioned for Customers are basically just a click away from the advertisers. In
other words, direct response between end users and advertisers is possible through the online
medium.

Time - Through the Internet, an advertiser can reach a desired target group or demographic in
a much shorter time frame. For example, if an advertiser needs to plan some sort of ambush
marketing, the online medium can be an effective means of achieving it. Even otherwise i.e.
for regular marketing campaigns, the total time necessary to complete an online advertising
campaign is less than that of traditional advertising methods.

41
Cost - When compared to traditional forms of advertising, digital advertising is cheaper.
Various payment models are available between the advertisers and publishers. Many a time,
advertisers are charged only when visitors click on their ads. The various payment models are
discussed in detail in the next section.

5.5) Digital Advertising: Ad Avenues

SEARCH ADVERTISEMENTS: Advertisements made up of text (displayed largely as
sponsored links on search engines) come under this category. These are backed by hyperlinks
that when clicked on, take the potential customer to the advertisers website.

DISPLAY ADVERTISEMENTS: Advertisements that are placed at various points on a web

page that typically contain logos, photographs, other images or even text. Technologically
these comprise of Image, Simple flash and Rich media with& without video ads.

MOBILE ADVERTISEMENTS: Advertisements that are viewed or consumed on mobile

phones or tablets come under this category. These comprise of Mobile Web ads, SMS, MMS,
Mobile Video & TV ads and In-App ads.

SOCIAL MEDIA ADVERTISEMENTS: Advertisements of any type: text, display, stamp

pads etc displayed on various social media websites like: Facebook, Twitter, LinkedIn,
Pinterest, Orkut etc fall into this category.

EMAIL ADVERTISEMENTS: Advertisements that involve sending across a commercial

message to a group of people using email comprise of this ad type. Emails are used to engage
with existing customers to get repeat business as well as to acquire new customers.

VIDEO ADVERTISEMENTS: Advertisements that fall broadly under the display type but
have video within them and are served before, during and/or after a video stream on the
internet. This type comprises In-Video ads, Standard In-Stream ads (pre rolls, mid rolls or
post rolls) and TrueView ads.

5.6) Some of the Basic Terms in Digital Marketing

Impression

An impression is a measure of the number of times an ad is seen, whether it is clicked

on or not. Each time an ad displays it is counted as one impression.

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 Page View

Viewing the page is known as page view. It gets counted once the page loaded.

Leads

When one person fills his details in the given box is known as lead.

Conversion

The percentage of people whose activity can be tracked while clicking on an ad or

visiting a website to actually purchasing a product or service. A high conversion rate
indicates that the link, ad or site was successful

Inbound link

Link connecting to your website from a different website.

Profiling

To build a picture of a target customer based on information from various sources

including customer transactions completed forms and demographic data.

Unique Visitor

Unique IP address accessing a website.

Landing Page

A custom we page designed to convert visitor into leads or sales. Email, banner ads
and even offline outbound marketing campaigns drive traffic to a landing page to
capture information or trigger a sale. Landing page is also called as destination page
or splash page.

5.7) Types of ads

Above The Fold: Above the fold refer to banners ads which are displayed at the top
of a web page.

Rich- media: Online ads that contain motion, sounds or video are termed as rich
media ads

Interstitial Ads: Ads that appears between web pages.

43
 Banner Ads: Embedding an ad into a web page- know as a click through due to
interactive actions where the consumers clicks and is taken to the banner ads
company websites

Pop-up: Ads that displays in a browser window either in the front or behind the
current browser window.

5.8) Monetary term in Digital Marketing

Cost Per- Action (CPA): Cost of advertising based on a visitor taking some
specifically defined action in response to an ad. Action include such thing as a
sales, transaction, a customer acquisition or a click

Cost- Per -Click (CPC): Cost of advertising based on the number of clicks received.

Cost- Per-Thousand (CPM): The standard unit for buying or selling Internet
advertising. The thousand stands for thousand advertising impression or views.

Pay- Per- Impression: Online advertising where an advertiser pays a pre-agreed

price each time a user clicks on their advertisement. The cost for the click is often
negotiated through auction, with ad placement determined by the relative size of the
bid, as well as other factors.

Pay-Per-Inclusion: Search engine marketing programs that guarantee web site listing
for specific keyword search term for a fee.

Pay-Per-Lead: Paying to acquire leads from an outside party at a set rate or amount
per lead

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5.9) Branding in Digital Era
Before doing this internship, I believed marketer is responsible for building a brand or
marketer is a custodian for a brand. But while doing internship, I understood marketer is not a
custodian, he is a person who guides a product to become a brand.

Today, brand custodians are the connected users who exist across digital platforms. They are
multifaceted. They are the publishers, circulators, ambassadors, instigators and at the same
time they are the custodians as well. Their digitally connected existence has power,
credibility, influence, depth, and reach.[26] Their digital messaging has
the velocity, acceleration, and momentum required to impact brands. Yet brands and their
default custodians continue to live blissfully in an illusion about the control they exercise
over their brand.

Brand is an enabler in the current age. It is the participants, the brand conversations and the
platforms that amplify the brand and drive the brand philosophy. Businesses need to,
therefore, understand the consumers and the evolving digital sphere better and continue to
build brands within the digitally connected ecosystem by focusing on the following 3
elements- [27]

People

Channles Engagements

People

The digital age has democratized individuals. They are no longer passive consumers, but
active and creative participants. They expect and believe in the co-creation of an experience,
thereby evolving from consumers to users. They are becoming the most credible and reliable
source of the true picture of a brand.

45
Consumers are beginning to seek a relationship of fair exchange between themselves and the
businesses where each contributes and everyone gains. Individuals are seeking a
multidimensional relationship that provides them with more than just the brand
product/service.

The fair exchange relationship is also offering new opportunities to the business to build
more human connections. Businesses will have to become receptive to this new age definition
of relationship that consumers seek. They may do well to go a step ahead and create an
environment that is receptive to this fair relationship.

Channels

With consumers evolving into users and participating in co-creation, it is important for brands
to offer those channels and platforms that allow them to participate in this process. Users are
seeking channels that offer them more than just digital promotional activities; they want
channels that allow them the freedom to be publishers of content, information and data, that
give them control over what content they produce and consume, that allow them to co-create
brand experience.

The channels also need to be device agnostic. Users are adapting to the usage of different
devices throughout the day to execute tasks at hand. They might use a smartphone or tablet
to complete functional tasks etc. while on the move, but they use a PC for heavy content
creation and research. According to a google research, 90 percent of people move between
devices to accomplish a task, with virtually all of them completing their task in one day. The
most popular starting point is the smartphone. In most cases, the tasks are continued on a PC
though tablets are also becoming a popular option for continuing social networking and
watching videos.

Businesses and brands need to accept that it is the consumer who has become a more credible
publisher by virtue of their access to a device which is always on and active. Creating an
environment of device agnostic platforms and channels that allow co-creation of content
between brands and consumers will address this shift.

46
Engagement

It is about creating a window with enhanced attention to influence behaviour and motivations.
With every business eyeing the opportunity to engage users, it is critical to focus on
engagement by increasing brand salience and influencing buyer behaviour and choice. Brands
should be able to map a customers journey to understand where they can add value and
create an opportunity to engage them. Brands need to understand that engagement is not
about pushing product messages; it is about capturing the imagination and the attention of the
user. It is about designing a naturally engaging experience.

Businesses need to understand that digital environment is not about technology but about
attention, where the consumer is at the core, armed with powers like never before. Businesses
and brands should, therefore, focus on connecting the dots and realize that now, in the digital
age, it is all about co-owning a brand.

47
6) CLIENT SERVICING

48
Client Service Executive will act as the bridge between the client and the agency. He will
speak to the client to get a brief understanding of what he/she wants. In addition you will also
study the market for the product or service for which the advertisement is being made,
analyse market dynamics, target customers, their needs and behavioural patterns, the
competing product, buying patterns of customers and various other market related factors.

6.1) Responsibilities of a Client Servicing Executive

The client servicing executive is responsible for handling queries from the clients.
Should take down brief from the client and make the desired changes as per the clients
needs by communicating to the creative team.
Have an in depth knowledge about the clients' products, brand, culture, market position
and their overall needs/services.
Should have exemplary communication skills, so as to increase the comfort levels of the
client.
The client servicing executive should ensure that the client stays with the advertising
agency for a longer period of time.
Responsible for generating business and billing from the client.

6.2) Attributes of Client Servicing Executive

Coordinates with all the departments in the agency and clients, besides staying calm under
pressure
Should possess good managerial, presentation and exceptional communication skills
Should spend ample amount of time with the client, fulfilling their needs and
requirements
Attend meetings with the clients when there is a need and jot down the brief of the session
Client servicing executive should be well groomed and properly attired

Client services managers connect an agency's creative efforts with advertisers needs, from
leading a first meeting on a new account to researching media outlets for a campaign. They
maintain relationships with executives of client businesses oversee the agencys account team
across all disciplines and develop strategies for clients. In short, the client services manager is
accountable for all aspects of the delivery of work to the client. Every day is different for
client services managers, but routine tasks include updating status reports for clients,

49
receiving creative changes from clients, relaying those changes to creative staff and
supervising the accounts finances.

6.3) Steps in involved in doing client servicing is given below.

Brief: Role of an agency will start only after receiving the brief form potential
clients. Potential clients are actually interested to do some communication activities.
They will forward their brief to two or three agencies. Brief will contain details like,

Name of the brand

Name of the product

Objectives of brand

Background of brand

Target group of the brand

Challenges of the brands

Duration of campaigns

Desired result

Budget of the campaign

Creative requirement

Pitch Presentation: Presentation made by agency to client based on the brief

forwarded by them. Pitch presentation is like a medicine for the client, this
presentation will give complete idea about market to client and strategies what brand
need to adopts. Client will see the pitch presentation. If client is satisfied with the
pitch, they select that agency for their future communication process. Pitch
presentation while always contain following details.

Objectives of brand, marketing and communication

Analysis of industry based on market size, challenges and opportunities. For

these agencies will use research reports of researching agencies.

Introduction of digital media and India. It includes Internet population of

India, Social media and presence of Indian population..etc.

50
 Analysis industry in digital. This includes competitor analysis in digital
platform based on no. of search for client, no. of social media fans and no. of
YouTube videos.

Strategies will complete based on objectives and requirements of brand the

client. Strategies for each client are different.

Proposal: Above mentioned two step are for new clients. Basically proposal and
pitch are similar in nature but purpose is different. Proposal is for existing client, if
existing client required to start a new campaign agency will forward proposal to
client. Proposal put forward by agency contains

Campaign objective

Target market

Strategy

Approaches

Estimated cost

Outputs

Review: Client will review the proposal put forward by agency. Clients will analysis
the impact of campaign based on the cost, reach and result. If client is not satisfied
with the proposal they will inform the agency.

Revised negotiation: If clients have any problem with proposal, agency will analysis
the proposal and rewrites the proposal based on the interest of the client. This
proposal is entirely different from the last proposal. Mostly client will like this
proposal. If client dont like this proposal they will ask the agencies to redo the
proposal.

Final proposal: Proposal which finally put forward to clients by agency, this need to
be more effective and attractive to the client. In most of the cases clients will like first
proposal itself. It will max-to-max go for a review only.

Approved: Proposal or pitch need to get approval from client, then only agencies can
able move forward by starting the creative works or other step.

51
 Estimate Signed: Its a contract between client and agency. After getting approval
from client, agency need a contract which showing agency to work behalf of client. It
is also know media estimate. This contract consist of,

Client name and Brand name

Agency name

Start date

Website / Publisher details where campaigning will do

Grand Total

Clicks or leads which expected from campaign

Commission of the agency, VAT and Service Tax

Signature of client and Agency

Releasing Order (R.O): After making the contract and before starting the
campaigning, agency will make Releasing Order and send to publishers/ Vender.
Google, Yahoo, Time of India ...Etc are the some of the publisher/ vendors. They are
also known as suppliers. Releasing order is also type of contract between agency and
publisher, R.O authenticating publisher to place the ads in their portals. Releasing
order consist of

Agency name

Brand Name

Campaign Name

Supplier Name

Period of Campaign

Clicks expected

Total Amount of the campaign

Term and Condition including procedure of payment

Signature of the agency and Suppliers

Creative: In this step creative team will execute the idea or plans of campaigns in to
final formats of the ads. Ads may be normal banners, Rich Media ads or videos.

52
 Basically creative if one of heart part of the campaign. Client servicing personal want
to convey the needs of the brand to creative team based on the clients requirements.
Client servicing personal will show the creative work to clients and get approval from
them. If client is not satisfied with the work, agency will redo the creative work and
get approval from them.

Run Campaign: After completing the creative work agency will start running the
campaign to reach audience. For this client servicing personal will send the creative
work to the publishers. They will do the campaign in the behalf of agency.

Reports: Reports submitted by which vendors to agency, based on the running

campaigns of clients. The entire vendor while submit report to agency, client
servicing personal will receive these reports. Reports show how many people clicked
on the ads or total impression obtained.

Compile: After getting all reports from vendors, client servicing personal will
compile these reports and submit to clients. So client also know how many
impression or click they got from running the campaign.

Optimization: If client us not satisfied by the campaign result. Agency will make
changes in the campaign for improving the effectiveness and to achieve objectives.
Change may be improving the content quality, changing the vendor and selecting the
new vendors..etc.

End: End of the Campaign after achieving the objective or time duration, if the client
is interested in going with the campaign agency will do that.

Review of Campaign: Evaluating campaign based on standard and actual

performance of campaign. It will help to understand what isobar planned and what
actually happened. Based on this review agency can able improve the future
campaigns.

Bills: In this step vendors will submit bills to agency. Agency will compile all the
bills in to one bill and forward to clients. Billing process will be once in a month.

Payment: Payment of bill by client to agency and then to vendor by agency after
deducting the commission and tax. Tax including VAT and service tax.

53
6.4) Tools used

1) comScore

comScore is an American Internet analytics company providing marketing data and analytics
to many of the world's largest enterprises, agencies, and publishers. comScore maintains a
group of users who have monitoring software installed on their computers. [20]

Advertising agencies use comScore products to identify the online content that best reaches
their target audiences, to design online media plans that maximize the ROI from advertising
spend and to optimize campaigns reach and frequency, all while reaching a desired target
demographic. [21]

With comScore Media Metrix, ad agencies can,

Understand clients online audience and that of their competitors

Identify the most appropriate sites for advertising campaigns
Understand where and how budgets can be spent most effectively
Evaluate advertising strategies, schedules and creative executions

Data provided by comScore does not include mobile internet user data and internet cafe user
data, so comScore data is low in size but its more relevant.

2) Google Trends

Google Trends is a public web facility of Google Inc., based on Google Search, which shows
how often a particular search-term is entered relative to the total search-volume across
various regions of the world, and in various languages. The horizontal axis of the main graph
represents time, and the vertical is how often a term is searched for relative to the total
number of searches, globally. Below the main graph, popularity is broken down by countries,
regions, cities and language. Marketer can use Google Trend to know from where highest and
low search come from which location for their products.

3) Face dominator

Its tool using to understand competitors facebook fans and their details. It will help to do
customized campaigns through facebook.

54
 4) Google Keyword Planner

Keyword Planner is like a workshop for building new Search Network campaigns or
expanding existing ones. Marketer can search for keyword and ad group ideas, see how a list
of keywords might perform, and even create a new keyword list by multiplying several lists
of keywords together. A free AdWords tool, Keyword Planner can also help you choose
competitive bids and budgets to use with your campaigns. Benefits of keyword planner are
given below.

Research keywords: You can search for keyword and ad groups ideas based on terms that
are relevant to your product or service, your landing page, or different product categories.

Get historical statistics and traffic estimates: Use statistics like search volume to help you
decide which keywords to use for a new or existing campaign. Get estimates, like estimated
clicks, to get an idea of how a list of keywords might perform for a given bid and budget.
These estimates can also help guide your decision on which bids and budgets to set.

It's important to keep in mind that while Keyword Planner can provide some great keyword
ideas and traffic estimates, campaign performance depends on a variety of factors. For
example, bids, budget, product, and customer behaviour in the industry can all influence the
success of your campaigns.

5) Alexa.com

Alexa analyzes web usage from traffic data sources including their own Alexa Toolbar users
to eventually create traffic rankings for websites. This essentially determines how popular a
website is. Even though these scores are highly respected in certain circles, the traffic data
isnt a representative sample of the global internet population, but an extensive variety of
statistics taken from Alexa Toolbar users. [22] Another point to remember is that sites with
relative low traffic will not be accurately ranked by Alexa as it is difficult to ascertain the
correct figure from sites with fewer than 1000 visitors.

55
7) UNDERSTAND THE CONSUMER
BUYING BEHAVIOUR OF INDIANS

56
As part of this internship, I have done a research to understand the consumer buying behavior
of Indians in the digital era. First, we can understand consumer buying behavior, Kotler and
Keller defined consumer buying behavior as the study of the ways of buying and disposing
of goods, services, ideas or experiences of the individuals, groups and organizations in order
to satisfy their needs and wants. [23]

The main motive behind this research is zero moments of truth (ZMOT) of Google. In 2012
Google done a research to understand the change in consumer buying behavior, for that they
have taken samples from U.S, Canada, Mexico, Argentina, Russia, France, Netherlands,
Australia, Poland, Turkey and Brazil. After the research they arrived at a new concept called
ZMOT, which showing the big change in consumer buying behavior in the digital era.

In past years marketer believed that consumer get two moments to understand a brand.
Marketing efforts at that period will try to create stimulus in customers through
advertisements and this stimulus will lead customers toward two moments. At that period
one model was coined by P&G in 2005 and CEO said "The best brands consistently win two
moments of truth. The first moment occurs at the store shelf, when a consumer decides
whether to buy one brand or another. The second occurs at home, when she uses the brand
and is delighted, or isnt."[24]

Lets see an example to understand how this model works.

Stimulus is advertisement. Dad is watching a football game and sees an ad for digital
cameras. He thinks, That looks good.

First moment of Truth it will happen in the shopping Shelf. He goes to his favourite
electronics store, where he sees a terrific stand- up display for that same digital camera. The
packaging is great. A young sales guy answers all his questions. He buys the camera.

57
Second moment of truth is Experience or Post Purchase behaviour. Dad gets home and
the camera records beautiful pictures of his kids, just as advertised. He becomes loyal to the
brand.

Later in 2012 Google coined a model and named it as ZMOT or Zero Moment of Truth.
Google coined this model through research of 5000 shoppers and asked them a simple
question, how many sources of information you will collect before making a purchase
decision? The survey revealed that the average shopper uses 10.4 sources of information,
ranging from TV commercials and magazine articles, to recommendations from friends and
family, to websites, ratings to blogs. [25] ZMOT model of customer buying behaviour is like
this.

Lets take the pervious example; dad purchased the camera after see television ad. But now,
after seeing an ad dad will open his laptop and make a search or ask in social networking sites
or visit company site or see customer rating before making an action. Then only first moment
of truth and second moment of truth will come. So presence in digital is important for brands,
they need to use this platform to convince customers.

In this ZMOT report Google is advising brands to go for multi-screen marketing. The reason
for this was 77% of viewers use another device while they are watching TV. So if brands
go for multi- screen it will help to create efficient stimulus in customers. [25]

58
This is main motive for doing this research; one more thing is there penetration of internet in
India. I already mentioned about penetration of Internet in India in this report.

59
7.1) Research methodology
Research methodology is a way to systematically solve the research problem. It may be under
stood as a science of studying how research is done scientifically. It is a system and in-depth
study for any particular subject. Its purpose is to find out answer to questions through the
application of scientific methods. It involves collection, analysis and interpretation of data. It
deals with the application and utilization of data.

7.1.1) Topic
The selected topic for the research is Understands the consumer buying behaviour of Indian
in digital era

7.1.2) Period of study

The study is conducted during the 28th April 2014 to 6th May 2014

7.1.3) Objectives of the study

Primary objective
The main objective of the study is to understand the consumer buying
journey in Digital era.

Secondary objectives
To know affinity in customers for collecting information before purchase.
To determine out the media, which is most important in creating stimulus
in Indians?
To understand the media consumption of Indians.
To figure out how Indian will purchase a product.
To understand post purchase behaviour of Indian

7.1.4) Scope
This study is useful for determining the consumer buying behaviour of Indians. It can
able to help brands to reach their target group through appropriate media. It will present an
idea to brands, based on where to invest in achieve their marketing objectives.

7.1.5) Universe
Universe means the total population available for the study. In this study, the universe
constitutes all Indian, who have online presences.

60
7.1.6) Sample
Sample means a representation of the whole universe by a small population. Samples for this
research are under Indian youth and young Indians, who come under 17 to 45 year age groups
and who have online presences.

7.1.7) Sample size

The number of sample units selected from the total population is called sample size. Sample
size selected for this study is 200. Among them 146 are males and 54 are females.

7.1.8) Tools
Tools used for this research is an online questionnaire, which consist of 21 questions.

61
7.2) Data Analysis and Interpretations
1) How do you get information about new Products?

Other Sources 7%

News 13%

Advertisements 40%

Family 10%

Friends 30%

2) Do you Collect information before purchasing the products?

5%

Yes
No
95%

3) What type of information will you collect?

Customer's Experience 21%

Quantity 11%

Attributes 10%

Quality 32%

Price 26%

Interpretation for 1 to 3: Samples are highly information seekers, 95 % of the sample will
do reach before purchase. Only 40% of the samples saying they get to know about a product
through advertisements, 30% get to know from friends and 10% from family. 32% of samples
are collecting information about quality of product the and 26% about price and 21% about
customer experience

62
 4) Did you ever purchase from an online site?

19%
Yes
81% No

5) If yes, then what type of product / services did you purchase online?

Electronic 22%

Books 11%

Travel products 17%

Fashion accessories 19%

Kichen an home items 2%

Toys 2%

Sport equipments 11%

Gifts 13%

Automotives 3%

Interpretations for 4 and 5: 81% of the sample will make online purchases also; mostly
they purchase electronic products, followed by fashion and travel accessories through online.

6) Do you watch television?

7%

YES
NO
93%

63
 7) Do you watch television programs through online?

47% Yes
53% No

8) Do you read Newspapers?

7%

YES
NO
93%

9) Do you read the News through online?

26%
YES
No
74%

Interpretation 6 to 9:

93% of the samples are watching T.V. 53% of the samples is watching T.V programs through
online portals. 93% are reading newspapers and 74% are reading news papers through online
portals.

64
10) Do you have mobile phone or smartphones?

1%

YES
NO

99%

11) Do you have a laptop or PC?

6%

YES
NO

94%

12) Do you have a tablet?

30%

YES
NO

70%

65
13) Do you have an internet connection in any of the above mentioned gadgets?

4%

YES
NO
96%

14) When do you use these gadgets?

With friends 33%

College 26%

Office 16%

Watching T.V 25%

15) What you do with these gadgets?

Chatting 21%

Watch Videos 14%

E- books 6%

Blogging 6%

News reading 11%

Shopping 12%

Surfing 16%

Games 14%

66
Interpretation 10 to 15:

More than 90% of the sample have can mobile or Smartphone and laptops or PC.
While coming to tablets it is low, but it doesnt mean no one is using tabs. Still, 30%
of samples have a tablet. 96% of samples have an internet connection is any of these
gadgets, this showing the penetration of internet in India.
33% of the samples are using these gadgets while they are with their friends. 25% of
the samples are using these gadgets while watching T.V. 42% of samples are using
gadgets in office or college.
21% use these gadgets for chatting, 16% for surfing and 14% for watch videos &
games.

16) Do you ever notice advertisement?

3%

YES NO

97%

17) If yes, from where?

Radio 6%

OOH 6%

Magazines 14%

Newspaper 17%

Online Ads (Banner & Videos) 35%

TV 22%

67
 18) Mention one from of media, which you give more importance?

Radio 4%

OOH 3%

Newspapers 11%

Online 48%

TV 34%

Interpretation for 16 to 18:

97% of the samples are seeing ads, among them 35% of samples noticed ads through
online media, 22% on TVC and 17% on Newspapers.
48% of the samples are saying they have trust in online ads, 34 % are saying they
have trust in T.V.

19) How do you normally purchase a product?

Visit and purchase from retail shop itself 19%

Visit the retail shop and purchase from laptop 7%

Visit the retail shop and purchase from mobile 4%

Research and purchase from laptop 11%

Research and purchase from mobile 6%

Research in mobile and purchase from laptop 10%

Research in laptop and purchase from retail shop 22%

Research in mobile and purchase from retail shop 21%

68
 20) After purchase, what type of experience will you share with others?

Nice deal, in terms of price 14%

Bad experience 2%

Good experience 17%

All the above mentioned 67%

21) How will you share your experience with others?

Face to face talk 37%

In company website 4%

Write a blog 3%

Messaging 24%

Social networking sites 32%

Interpretation for 19 to 21:

22% of samples will do research on online and purchase from retail shop, 21% of the
samples will do research in mobile and purchase from retail shop. But 19% of the
samples will purchase directly from a retail shop only.
67% of the samples will like to express their experience with others; it may be a nice
deal, good experience or bad experience with product.
37% will share their experience through face to face talk, 32% through social
networking sites and 24% through messaging.

69
8) FINDINGS

70
 Indian customers are highly information seekers. They collect more information about
quality, price and refer customers experiences before purchasing a product.
Advertisements have high impact for creating stimulus in Indian customers. But this
stimulus will get in to action only through opinion leaders.
Indian consumers have high tendency to go for online purchase. They have high
affinity to go online for electronic products and apparels.
One of the current trends in Indian youth and young Indians are watching the T.V
programs via online portals. May be the main reason is convenience of time, they can
watch programs which they had skipped due to some reasons.
The same thing is happening for the newspaper also, people have more affinity
towards online news portals. Here's the reason may be they can get news updates very
early; they dont need to wait for daily newspapers.
In both of these cases, one opportunity is lost for marketer and one opportunity is
emerging for them to reach their T.G.
More than 90% of the samples have a mobile or Smartphone and laptops or PC. 96%
of samples have an internet connection is any of these gadgets, this showing the
penetration of internet in India.
If we take tablet, penetration in Indian is low. But it doesnt mean that no one is using
tabs. More than 30% of samples have tablet. For brands they are getting three more
platforms to reach their T.G and engage them.
33% of the samples are using these gadgets while they are with their friends, so just
think about the reach. If one person noticed something which is cool and awesome
they will surely communicate to others.
25% of the samples are using these gadgets while watching T.V; its again a barrier
for brands which use TVC only. 21% of the samples are using this gadget for
chatting and 16% are using for surfing. What they are surfing? It can be about a
product, local events or locations...etc.
In this situation, one opportunity is again losing to brands and one opportunity is
emerging for brands to reach their T.G.
More than 90% of samples are noticing ads, among them 35% of samples noticed ads
through online media, followed by TVC and Newspapers.
48% of samples are telling they give more importance to online ads and 34 % of
samples give importance to T.V.C.

71
 From the first part of this research itself, we know that customers are highly
information seeker. It may be the reason for high trust in online ads. They can search
for more information after seeing an ad or online is the only two way communication
channel for customers.
22% of the samples do research through their lap or PC before purchasing a product
from the retail shop and 21% do research via mobile.
Most of the Indians prefer to purchase from a retail shop only, but before going to
retail shop they will seek information about the product through an online platform.
Here is actually change happens in consumer buying journey, early times consumer
belief a product only after seeing the product in a retail shop.
But now Indian customers want to get conviction about a product before going to
retail shop. So from a marketers view they want to convince their customers before
going to a retail shop.
Brands want to build a cool presence over digital platforms because the customer will
do research about the product after seeing an ad or after getting stimulated.
Brands are getting more touch points to reach target group in a cost effective manner.

72
9) CONCLUSION

73
The successful completion of this internship indicates that the future of marketing is in the
hands of digital. Digital marketing is not only concerned with placing ads in portals, it
consists of integrated services and integrated channels. Marketers want to use these
components in an effective way to reach target groups and to build a brand. In this digital era
marketer is not the custodian for a brand, people who are connected across the digital
platforms are the custodians.

Brands want to build their presence over digital platform, because customers have high
affinity towards digital media than other medias. More than that customers are highly
information seekers and digital media is the only platform for two way communication
between brands and customers.

Digital media is the best platform to convert a product to a brand. Because it is more cost
effective and it provide lot of touch points to marketer. Brands can able to engage their target
group in an effective way through digital platforms. Digital media is not only for
engagement, brands can increase their customers or they can retain their existing customers.
Digital platforms help to increase the impact of brand recall in target groups.

The research focused on the consumer buying behaviour shows that, Indian consumers are
highly information seeker and they will do research about a product before going to a retail
shop. So brands want to give platforms to consumers to understand their product or to get a
really feel of that brand.

I honestly believe that this project report will be at most useful for marketers to understand
the digital marketing and also to plan for future strategies.

I conclude my research by quoting again that Brands cant sustain without digital presence.

74
10) LEARNING POINTS

75
 Marketing takes a day to learn. Unfortunately it takes a lifetime to master by
Philip kolter

Before leaving from IBS, I believed that I am will become a good marketer because I
know all the concepts which I learned from my classrooms. But from the beginning of
second week itself, I understood, marketing is not about concepts its all about the
experience.

Strategy is not a rock science

After induction my first assignment was to create pitch presentation for amante
lingerie. I start working on my first assignment, but I dont know how to create
strategy part. I tried my best, but I am completely blank. After two days I went to talk
with my company guide. He told me this strategy is not a rock science you will take
some time to create an excellent strategy. But in the last week of my internship, I
accomplished my mission for the 3M Health care & Safety. I made B2B online
strategy for 3M.

Every day same task, but the situations are different

Its not only from my experience, but also from my observation. All colleagues are
doing the same type of work, but the situation is different. Sometime they have
problem with a client, but on the next day they problems with vendors or with creative
team. While coming to me, my first month was more concentrated with pitch
presentation. Industry or clients are different or requirements of the client are
different, but contents or the flow of pitch presentations are same.

I dont know short sentence, but difficult to tell

Agilent is an American company that designs and manufactures electronic and bio-
analytical measurement instruments and equipment for measurement and evaluation.
Once my guide told me make a presentation based on their products, mainly on Gas
chromatographymass spectrometry (GC & GC/MS Columns). Basically, he wants
details about application and component of this product. This was one of the biggest

76
 challenges which I faced in my internship. Because I am a commerce background
student and I dont understand the technical usage of this product and component used
to manufacture this product. But I cant refuse to do this because it will affect my
image and mark. I took 3 days to study the whole things, before making the
presentation. Finally, I learned you cant tell I dont know in your corporate life.

Observation is the best teacher

There are lots of situations where I am completely blank and I dont know how to do
some task. In those situations I observed my colleagues to know how they are doing it
and I understood the importance of observation.

Go and ask for work

In beginning stage of my SIP, I dont have any work to do or they are not giving. First
week full of induction and in second week, first two days I sat idly. I felt that they will
not give any work and my internship is gone. But in next day I went and ask for work.
From that moment to last day, I enjoyed my internship and learned a lot of stuffs.

Work life balancing

This is the most important learning for me. This SIP thought me how to balance your
personal responsibility and professional responsibility together and how to enjoy life
even after getting a job. Working in an agency is not an easy task; the person wants to
face a lot of stress and challenges. I am the only person in my office leaving early,
while comparing with others. Because my colleagues have lots of work, sometime
they will leave by late night only. But they are really enjoying all the moments in their
life. They dont have any difference between professional life and personal life.

77
11) APPENDIX

78
Appendix 1: Creative Brief
Client : ITC Limited Foods Division Brand : Kitchens Of India
Brief prepared by: Brief given to:
Deliverables : Internal review on:
Client presentation on:

What is the business problem/opportunity?

Increase online sales for KOI.

What is the role of communication?

Talk about the haritage value of the product with details on range available and talk about the call to action about
buy it online

Who is the audience? How do they interact with the category/brand?

Male Female 25+

What is the key response we desire from this communication activity?

Increase sales

Why should the audience believe in the brand communication?

Because it comes from the Royal chefs of ITC Hotels

What is the tone & manner of the communication?

Any references (that might help in the development of communication)

Please refer the Website, Webstore, FB and Twitter page

What are the mandatories? (Brand guidelines, legalities etc.)

Will be shared later

What is the duration of the campaign?

Spread across a year

How will the campaign be judged?

Cost per Transaction, Sales volume achieved, Cost oer acquisation etc

What are the KRA for the brand campaign & that for product campaign?
Sales volume

Are there any numbers that needs to be achieved, reach, frequency, interaction, leads, etc? Pls share the details.
Sales Volume of 2 lk per month

Which are the key markets?

8 Metros and mini metros

79
Appendix 2: Proposal

80
Appendix 3: Media Estimate

81
Appendix 4: Releasing Order

82
Appendix 5: Questionnaire

Understand Consumer Buying Behaviour of Indians

This questionnaire will be used to understand the consumer buying behaviour of

Indians.
1) How do you get information about products?

Friends
Family
Advertisements
News
Other sources

2) Do you collect the information before purchasing the product?

Yes
No

3) What type of information will you collect?

Price
Quality
Attributes
Quantity
Customer's Experience

4) Did you ever purchase from an online site?

Yes
No

83
5) If yes, then what type of product/ service did you purchase online?

Apparels
Electronic
Books
Travel Products
Fashion accessories
Kitchen and Home items
Toys
Sports equipments
Health and Beauty Products
Gifts
Automotive

6) Do you watch television?

Yes
No

7) Do you watch television programs through online?

Yes
No

8) Do you read newspaper?

Yes
No

9) Do you read News through online?

Yes
No

84
10) Do you have mobile phone or smartphones?

Yes
No

11) Do you have a laptop or PC?

Yes
No

12) Do you have a tablet?

Yes
No

13) Do you have internet connection in any of the above mentioned gadgets?

Yes
No

14) When do you use these gadgets?

While watching TV
Office
College
With friends

15) What you do with these gadgets?

Games
Surfing
Shopping
News reading
Blogging
E-booking Reading
Watching Videos
Chatting

85
16) Do you ever notice advertisements?

Yes
No

17) If yes, from where?

TV
Online
Newspapers
YouTube
Magazines
Out Door Hoardings
Radio

18) Mention one form of media from the list below, which you give more importance?

TV
Online
Newspaper
YouTube
Out Door Hoarding
Radio
Display ads in shops

19) How do you normally purchase a product?

Research in mobile and purchase from retail shop

Research in laptop and purchase from retail shop
Research in mobile and purchase from laptops
Research and purchase from mobile
Research and purchase from laptop
Visit the retail shop and purchase from mobile
Visit the retail shop and purchase from laptop
Visit and purchase from retail shop itself

86
 20) After purchase, what type of experience will you share with others?

Nice deal which you got in terms of price

Bad experience with the product
Good experience with the product
All the above mentioned

21) How will you share your experience with others?

Social networking sites

Messaging
Write a blog
In company website
Through face to face talk

Age

Gender

87
12) REFERENCES

88
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