Inspiration comes from the most unlikely of sources. Annadurai, a 26 year old autorickshaw driver and more commonly known as the Auto Anna is giving successful corporates a run for their money with his innovative marketing and customer techniques.
A share auto driver who runs in OMR-Thiruvanmiyur area, Chennai, rose to national and international fame with his incredible marketing strategy helping him give three Ted-Talks in the process. Anna earns around INR 2500-3500 per day and ends up spending INR 12000 on newspapers, magazines and other amenities he offers through his auto-rickshaw. Up to date with technology and himself being technology savvy, Auto Anna also keeps an i-pad and a laptop for his customers. His eye-catching auto-rickshaw is Wi-Fi enabled and fitted with a small screen which displays important news clips of the days. Anna saves these clips when he’s back home watching news.
Anna’s customer retention would put big firms to shame with customers, mostly IT professionals waiting hours to take a ride in his auto. He is active on social media handles and has more than 12000 likes on Facebook while also running his own website.
Auto Anna rose to overnight national and international fame after his story went viral on Facebook by a group called – ‘Photos That Shook The World’. The post was shared more than 10000 times all around the world opening up unexplored and rewarding paths for Anna. He also featured in a short-film on a prominent YouTube channel – Pocket Films.
https://www.youtube.com/watch?v=oR-6FfiUraU
The short-film garnered 200000+views with more than 6000 likes. While the love has been over-whelming for Anna, he feels the customers who ride through his rickshaw are gods. It’s because of them that he’s able to take care of himself and he wants to put in the extra effort to give back to his customers in whatever way he can.
Anna received more than 2000 calls o the day his story broke out on Facebook and was up all night receiving and acknowledging them.
Auto Anna’s strategy and customer relations is a handy lesson for even the biggest of companies who struggle with consumer expectations and retention. Anna who started transforming his regular auto-rickshaw by putting daily newspapers for commuters. He slowly and steadily started modifications by adding magazines, integrating a display and Wi-Fi. To help riders who didn’t have a mobile or laptop, he bought a tablet and soon upgraded to an I-pad.
Anna’s customer loyalty schemes are also innovative. He started a customer relationship contest for regular customers with a quiz of five questions. The winner takes home INR 1000. Similarly, every rider boarding Anna’s auto gets a token. The customer can redeem the tokens for cash, 20 tokens give you INR 250 back, 30 tokens give back INR 500. Anna truly believes in giving back to the community and plans to sponsor the education of at-least ten homeless children in addition to opening an old-age home.
Anna’s customer loyalty schemes are also innovative. He started a customer relationship contest for regular customers with a quiz of five questions. The winner takes home INR 1000. Similarly, every rider boarding Anna’s auto gets a token. The customer can redeem the tokens for cash, 20 tokens give you INR 250 back, 30 tokens give back INR 500. Anna truly believes in giving back to the community and plans to sponsor the education of at-least ten homeless children in addition to opening an old-age home.
The success and growth of any business are imperative to innovations and technological advancements and Auto Anna keeps striving to experiment new things to offer his customers. He is presently working on an app which would book auto rides in advance, order food on the way and help build a community of auto-rickshaw drivers.
Anna’s approach to a meagre business of running an auto-rickshaw has already transformed a number of lives and given unforgettable experience to countless commuters every day. He is an inspiration for everyone who have lost heart and run out of ideas in increasing and expanding their businesses. He story helps us understand it’s the little things you do for your consumer that creates a massive difference.
