1. Café Coffee Day
A Presentation by
Anil Nandyala
Rohit Khatar
Sonam Keshri
Varun Tiwari

2. AGENDA
• About Café Coffee Day
• Internal Communication Practices
• External Communication Practices
• Benefits of Engaging Stake holders
• Internal Communication Strategies
• External Communication Strategies
• Risk Involved and Mitigation Plan

3. About Café Coffee Day
• Division of Amalgamated Bean Coffee Trading
Company Limited
• Opened its first café in India, Bangalore
• 1438 stores spread across India
• Ranked as No. 2 Brand Equity by Economic
Times

4. Internal Communication Practices
• Email & Voice Calls
• Internal Website
– Competition
– Training

5. External Communication Practices
• Association with Media
• Print Advertisements
• Television Advertisement “ Sit-down”
• Social Media
– Facebook : Twitter : YouTube : Pinterest : Flickr :
Foursquare

6. Observations
• Mostly used for Product launches and
promotions
• Many people are using Café Coffee Day social
media platform for promoting their websites
• Not active in replying to consumers negative
feedback

7. Benefits of Engaging Stake holders
• Consumers & employees will feel connected
and are likely to become loyalist
• Company’s service will be in alignment with
the customers and employees
• Employees will feel empowered and they can
work in accordance with the company’s
objective

8. Internal Communication Strategies
• Based on a research it was found that 90% of
respondents reported utilizing emails to
communicate with colleagues. But it is Time-
Consuming: Nearly 1 in 4 respondents stated
that they spend more than 16 hours per week
checking emails

9. Short Term Plan
• Re-create an online community
• Make Social Media the main communication
platform
• Conduct contest on ‘what else can you do
over a cup of coffee’
• Use the existing platform to share best
practices

10. Long Term Plan
• Empower store level staff to voice their
opinions
• Train employees to use social media and place
a Tablet in each store
• Setup Idea generation platform for the
employees
• Reward the best ideas

11. External Communication Strategies
• A recent consumer survey found that 1%
consumers are active content creators, 9%
edit and add to the content and the rest 90%
are audience. If a company fosters a
conversation with 10% of the consumers, they
are building value for rest 90% of the
consumers

12. Short Term Plan
• Engaging customers should be the main
criteria
• Close the channels that are not active
• Monitor the conversations, personal
promotions by stake holders should not be
entertained
• Active response for negative feedback

13. Long Term Plan
• Launch a new platform like Dell “ideastorm”
and Starbucks “mystarbucksidea”
• Idea generating Platform
– Product ideas : Experience ideas : Involvement
ideas
• status of the ideas must be available
– Under Review : Reviewed : In the work : Launched

14. Risk Involved and Mitigation Plan
• Negative word of mouth by a customer or
employee can become viral
• Risk of hacking

15. Thank You…