AMUL one of the most endearing Indian brands, continues to win heart of consumers and market share against competition. A simple cooperative from Gujrat which grew under the vision of the late Dr Verghese Kurien is today 13th largest diary company in the world, processing almost 177 lakh litres of milk daily. It is owned by more than 36 lakh farmers across the state of Gujrat and has been growing at 20% compounded annually for the last 7 years. This April GCMMF the parent company if AMUL pushed past 27,000 crores turn over. More details here.
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If you have been chatting with customer service on hotel or airline website, then there are chances that you have been chatting a machine or AI or a Chat Bot. This is the new normal in the services industry and no matter what you feel about it, the chat bots are evrywhere.
I discovered this by accident when I missed a connecting flight from Chicago in 2015. I had to reach out to my hotel to change the reservations. As I called the help desk at the hotel, the familiar IVR options were replaced by a pleasant sounding male voice, who spoke to me about my reservations and then directed me accordingly. Midway through the conversation I realized this was a bot or AI. Though I immediately thought of Terminator 2 and Skynet, but little did I know that chat bots were going to become a more integral part of our lives.
In the healthcare space often you see consumer healthcare products come out for reason to buy. A good example is tooth paste or the oral dentifrice market in India. The estimated market size is 800 crores and it is growing almost at 18 % CAGR. But the usage of the toothpaste is a mere 85 gms per person, one of the lowest in the world. So that shows that our volumes are high but per capital usage per person is low. This is despite the Indian Dental Association (IDA) recommendation to brush twice a day. So somehow through the regulatory focus matches those of consumers, for example to brush the teeth regularly, the argument for brushing twice is not strong enough.
As the year comes to an end, many people have asked me about my predictions for the next year. As I was thinking of what would drive 2017, three separate brand encounters gave me the answers to my questions. In all three the desi brands had taken a traditional business model and turned it around to give an exceptional experience to customers.