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l Dar, MD, Super Brands India, believesthat while such quality controversies do affect brand image, said that “Coke & Cadbury are very strong brands and Indian consumers arecomparatively very forgiving. So people forget in the long run. Moreover, the choices are so less as compared to developed nations that these allegation can never stop a consumer from buying that brand permanently,” he points out. Moreover, in the long run the scars disappear, as companies are good at managing customer reactions. “But the time is indecisive. It may take 18 months or years for the scars to be removed,” points out Bijoor. Fully in the know about the Indian consumer’s emotional sensibilities, Nokia is leaving no stone unturned to win him back swiftly. Their slick recall and replacement programme in India has even won quite a few hearts. Says Mahendra Singh Rathod, owner, Nokia Care, Ashram Road, Ahmedabad, “When the company started recalling its defective batteries, I received a lot of inquiries about whether all Nokia phones had this kind of problems.
For Complete IIPM Article, Click on IIPM Article
Source : IIPM Editorial, 2008
l Dar, MD, Super Brands India, believesthat while such quality controversies do affect brand image, said that “Coke & Cadbury are very strong brands and Indian consumers arecomparatively very forgiving. So people forget in the long run. Moreover, the choices are so less as compared to developed nations that these allegation can never stop a consumer from buying that brand permanently,” he points out. Moreover, in the long run the scars disappear, as companies are good at managing customer reactions. “But the time is indecisive. It may take 18 months or years for the scars to be removed,” points out Bijoor. Fully in the know about the Indian consumer’s emotional sensibilities, Nokia is leaving no stone unturned to win him back swiftly. Their slick recall and replacement programme in India has even won quite a few hearts. Says Mahendra Singh Rathod, owner, Nokia Care, Ashram Road, Ahmedabad, “When the company started recalling its defective batteries, I received a lot of inquiries about whether all Nokia phones had this kind of problems.For Complete IIPM Article, Click on IIPM Article
Source : IIPM Editorial, 2008
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