UNDERSTAND THE ECOSYSTEM IN DIGITAL MEDIA MARKETING

1. 1
Research Project Report
On
UNDERSTANDING THE ECOSYSTEM IN DIGITAL MEDIA
MARKETING
Submitted for the partial fulfillment of the Award
Of
Master of Business Administration
DEGREE
(Session :2022- 2023)
SUBMITTED BY
VICKY KUMAR
2102720700170
UNDER THE GUIDANCE OF
PROF PRAVEEN RAJPAL
Department of Master of Business Administration
GNIOT-MBA Institute, Greater Noida
AFFILIATED TO
DR. A.P.J. ABDUL KALAM TECHNICAL UNIVERSITY (FORMERLY
UTTARPRADESH TECHNICAL UNIVERSITY), LUCKNOW

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STUDENT DECLARATION
I “VICKY KUMAR” hereby declare that the work which is being presented in this
report entitled “UNDERSTANDING THE ECOSYSTEM IN DIGITAL MEDIA
MARKETING” is an authentic record of my own work carried out under the
supervision of “ PROF PRAVEEN RAJPAL”.
The matter embodied in this report has not been submitted by me for the award
of any otherdegree/ Diploma/ Certificate.
Department of MBA Name of Student: - VICKY KUMAR
Date:-26-05-2023

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CERTIFICATE
This is to certify that the work which is being presented in this report entitled
“UNDERSTANDING THE ECOSYSTEM IN DIGITAL MEDIA
MARKETING” is an authentic record of the student carried out under my
supervision. The statements made by the candidate are correct to the best of my
knowledge.
Dr.Raj Kamal Upadhyaya Name of Supervisor: PRAVEEN SIR
Head, Department of MBA Designation: PROFESSOR
Date:- 26-05-2023 Date:- 26-05-2023
(Seal of the Department/ College)

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ACKNOWLEDGEMENT
It is my pleasure to be indebted to various people, who directly or indirectly
contributed in the development of this work and who influenced my thinking,
behavior, and acts during the course of study.
I am thankful to PROF PRAVEEN RAJPAL SIR for his support, cooperation,
and motivation provided to me during the training for constant inspiration, presence
and blessings.
I also extend my sincere appreciation to PROF PRAVEEN RAJPAL SIR.who
provided his valuable suggestions and precious time inaccomplishing my project
report.
Lastly, I would like to thank the almighty, parents, Director and HOD of the institute
for their moral support and my friends with whom I shared my day- to-day
experience and received lots of suggestions that improved my quality of work.
.
VICKY KUMAR

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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) Porter’s 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 Indian’s............................................................................................ 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

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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 can’t sustain without
digital presence”

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1) INTRODUCTION

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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, youcould
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 it’s
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 world’s 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 client’s 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

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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 client’s 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: It’s 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

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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 India’s 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 year’s 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]

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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

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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) Porter’s Five Model Analysis of Digital Advertising Industry
Porter’s model will help analysis the industry and understand where the power lies in the
business. Here I am using porter’s 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 MNC’s have high power over agencies, but SME’s 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 Porter’s 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

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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 world’s 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 Asia’s 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 India’s 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.

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 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

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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 Kellogg’s
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 Kellog’s
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

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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
Avenues
Webchutney
Contract Draftfcb-Ulka Hungama
Digital Services
Maxus Mindshare
Digital Law &
Kenneth
Everest IBS Netcore DDBMudra
Group

26. 26
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 client’s business.

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4) INDIA & INTERNET
POPULATION

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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 oneout 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 world’s 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, India’s 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 comScore’s
methodology that only factors in PC and laptop-based Internet usage. [12]

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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]

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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.

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4.4) Social Networking
Social Networks capture the largest percentage of consumers’ time in the region. comScore
data’s 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)

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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]

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4.6) Media Consumption of Indian’s
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.

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5) Digital Marketing

36. 36
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 withregard
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 integratingservices.
5.1) Digital Ecosystem
Integrated
Channels
•Search Engine (SEO/SEM)
•Displays (Banners,Rich media Banners)
•Mobile Marketing
•Social media
•Email
•Video
•Websites
Intergrated
Services
•Analytics
•Content management
•Advanced Targeting
•Creative
•Research + Planning
•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.

37. 37
Search engine marketing (SEM) is a broader term than SEO, and is used to encompass different
options available to use a search engine’s 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 andother 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.

39. 39
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 digitalmarketing 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 besure 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 mediaand
respond to people who leave comments or ask questions. Social media gets peopletalking
and that has a major impact on sales. Pull marketing also requires a greater investmentin time,
but it gives you more ability to entertain your customers and educate them about yourcompany.
[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
consumer’s 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]

40. 40
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.
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.
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 can’t sustain without digital media.
Attraction Interest Desire Memory Action
Attraction Interest Search Action Share

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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. It’s 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.

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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.

44. 44
 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 ad’s 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 acustodian,
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 exerciseover 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
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.
People
Channles Engagements

46. 46
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.

47. 47
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 customer’s 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 theuser. 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.

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6) CLIENT SERVICING

49. 49
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 alsostudy
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 client’s
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 agency’s 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,

50. 50
receiving creative changes from clients, relaying those changes to creative staff and supervising
the account’s 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.

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 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. Thisproposal
is entirely different from the last proposal. Mostly client will like this proposal. If client
don’t 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.

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 Estimate Signed: It’s 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.

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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 actualperformance
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.

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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 it’s 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 acrossvarious
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 totalnumber 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 andlow search come
from which location for their products.
3) Face dominator
It’s tool using to understand competitors facebook fans and their details. It will help to do
customized campaigns through facebook.

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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 isn’t
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.

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7) UNDERSTAND THE CONSUMER
BUYING BEHAVIOUR OF INDIANS

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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
isn’t."[24]
Let’s 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.

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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 purchasedecision? 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 likethis.
Let’s 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]

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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.

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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.

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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.

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7.2) Data Analysis and Interpretations
1) How do you get information about new Products?
2) Do you Collect information before purchasing the products?
3) What type of information will you collect?
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
5%
95%
Yes
No
Other Sources 7%
News 13%
Advertisements 40%
Family 10%
Friends 30%
Customer's Experience 21%
Quantity 11%
Attributes 10%
Quality 32%
Price 26%

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4) Did you ever purchase from an online site?
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
Automotives 3%
13%
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?
19%
81%
Yes
No
7%
YES
NO
93%

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7) Do you watch television programs through online?
8) Do you read Newspapers?
9) Do you read the News through online?
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.
7%
YES
NO
93%
47%
53%
Yes
No
26%
YES
No
74%

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10) Do you have mobile phone or smartphones?
11) Do you have a laptop or PC?
12) Do you have a tablet?
6%
YES
NO
94%
1%
YES
NO
99%
30%
YES
NO
70%

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13) Do you have an internet connection in any of the above mentioned gadgets?
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?
4%
YES
NO
96%
Chatting
Watch Videos
E- books
Blogging
News reading
Shopping
Surfing
Games
21%
14%
6%
6%
11%
12%
16%
14%

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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 doesn’t 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?
17) If yes, from where?
Radio 6%
OOH 6%
Magazines 14%
Newspaper 17%
Online Ads (Banner & Videos) 35%
TV 22%
3%
YES NO
97%

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18) Mention one from of media, which you give more importance?
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%
Radio 4%
OOH 3%
Newspapers 11%
Online 48%
TV 34%

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20) After purchase, what type of experience will you share with others?
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.
Nice deal, in terms of price 14%
Bad experience 2%
Good experience 17%
All the above mentioned 67%

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8) FINDINGS

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 Indian customers are highly information seekers. They collect more information about
quality, price and refer customer’s 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 don’t 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 doesn’t 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; it’s 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.

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 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.

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9) CONCLUSION

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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 digitalplatforms are the custodians.
Brands want to build their presence over digital platform, because customers have high affinity
towards digital media than other media’s. More than that customers are highlyinformation
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 can’t sustain without digital presence”.

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10) LEARNING POINTS

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 “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 it’s all about the
experience.
 Strategy is not a rock science
After induction my first assignment was to create pitch presentation for amantelingerie.
I start working on my first assignment, but I don’t 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
It’s 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 creativeteam.
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 don’t 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
chromatography–mass spectrometry (GC & GC/MS Columns). Basically, he wants
details about application and component of this product. This was one of the biggest

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challenges which I faced in my internship. Because I am a commerce background
student and I don’t understand the technical usage of this product and component used
to manufacture this product. But I can’t 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 can’t tell “I don’t know” in your corporate life.
 Observation is the best teacher
There are lots of situations where I am completely blank and I don’t 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 don’t 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 theirlife. They
don’t have any difference between professional life and personal life.

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11) APPENDIX