Abstract
MMT Chairman Mr. Deep Kalra, stood at a hotel window staring across the Hudson River at a breathtaking view of downtown New York. But on this January 2015 morning, the view and his mind was pre-occupied with a major decision facing his company- what should be done for the challenging scenario of customer engagement, retention and loyalty. The thought was also flowing in the direction of increased competition, volatile customer base, current practices of MMT and future planning to address the very challenging domain of Customer engagement via social media.
Passion of winning goes beyond merely chasing targets and achieving them. It’s the zest and zeal with which ones goes about the achievement. It’s not only about winning, it’s about dominating!
—Deep Kalra, Chairman and Group CEO
MMT has no “I”s, there are only “We”s. We drive success.
—Mohit Gupta, Chief business and Marketing officer
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Jha, B., Kshetri, A. (2017). Case Study 10: Social Media and Customer Engagement at Makemytrip.com. In: Roy, S., Mutum, D., Nguyen, B. (eds) Services Marketing Cases in Emerging Markets. Springer, Cham. https://doi.org/10.1007/978-3-319-32970-3_12
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