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Service Marketing: How Does Nykaa India, Listen To Their Customers?

Nykaa listens to its customers through social media platforms like Instagram, Twitter, and YouTube. On Instagram, Nykaa balances representing its different brands while meeting the visual demands of the platform. It also responds well to customer tags and messages. On Twitter, Nykaa works to quickly resolve issues but could work on expressing a stronger positive brand personality. Nykaa's YouTube channel is engaging, entertaining, educational, and informative, focusing on building its brand through frequent, varied, short, and conversational content that generates positive comments.

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GHARAT BHAVESH
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63 views7 pages

Service Marketing: How Does Nykaa India, Listen To Their Customers?

Nykaa listens to its customers through social media platforms like Instagram, Twitter, and YouTube. On Instagram, Nykaa balances representing its different brands while meeting the visual demands of the platform. It also responds well to customer tags and messages. On Twitter, Nykaa works to quickly resolve issues but could work on expressing a stronger positive brand personality. Nykaa's YouTube channel is engaging, entertaining, educational, and informative, focusing on building its brand through frequent, varied, short, and conversational content that generates positive comments.

Uploaded by

GHARAT BHAVESH
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd
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Service

Marketing

How does Nykaa India,


Bhavesh Gharat
listen to their customers? Roll no- 016
MMS-Marketing
 Nykaa is an Indian e-commerce company, founded by Falguni
Nayar in 2012 and headquartered in Mumbai.
 It sells beauty, wellness and fashion products across websites,
INTRODUCTION mobile apps and 76 offline stores.
 It is a unicorn startup, and as of 2020, was valued at ₹85 billion.
 Over the past 90 days of LOCKDOWN (the duration of the
co. listening exercise), Nykaa reached 8.3 Million of its TG
How did they through social posts.
 Others were quite but Nykaa returned on social media very
listen? strongly, in conjunction with its sale.
INSTAGRAM

 Nykaa does well to give its different brands


space on its page. Given the focus on
powerful images, visuals that Insta
demands.
 It’s a very good balance between the
identities of different brands being balanced
with the needs of the Insta platform.
 Many of customer tag them or send
messages and Nykaa response them very
well.

This Phot o by U nknow n aut hor is licensed under CC BY.


 Twitter requires a sharper personality. Brands have to take a
stand on twitter and therefore express their personality.
Playing its safe doesn’t work.
 While the resolution appears to be quick, the brand persona
On Twitter doesn’t feel overall positive on the platform.
 other online retail brands don’t do it much better. So for
Nykaa on twitter it is a good way to listen to their TG.
This Photo by Unknown author is licensed
under CC BY.
On Youtube

 The youtube channel for the brand is


engaging, entertaining, educational and
informative.
 Its definitely the focus for the brand given
the frequency with which content is
uploaded and the variety of content on the
channel.
 The brand is possibly getting built here.
 The clips are short, conversational, and the
comments are largely positive for the brand

This Phot o by U nknow n aut hor is licensed under CC BY-SA.


Thankyou

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