Running Out of Metals

August 21, 2007

Mature (and maturing) credit card markets have a problem: they’re running out of metals to name their card brands.  Silver has been used. So have gold and titanium. And now platinum. What’s next?

This is what happens when you have too many banks chasing too few customers. The cycle starts off when the market is first introduced to credit cards. A ‘Classic’ is offered to the mass market, ‘Executive’  or ‘Silver’ to the premium mass market (anyone with a better credit score), and ‘Gold’ by invitation only.

What happens next is simple: one particular bank will decide to ramp up marketshare. So it offers Silver cards to the Classic cardholders, Gold cards to the Silver cardholders, and a co-branded gold card with more features, or some entirely new metal to the old cardholders.

In the next stage of the cycle, all other banks do the same thing just to keep up with the competition. So eventually classic cards fall off the market, followed by silver, and then by Gold. I saw this up close in Singapore, where even Platinum now has so little exclusivity that you can ring up phonebanking and ask for a platinum card to be delivered to you the next day.  India is not as developed a retail finance market, so Platinum still has some brand value. Platinum cards aren’t advertised. A platinum card is by invitation only. The invitation goes to select, obscenely wealthy customers. A platinum card has a whacking great annual fees (which will be waived if you’ve got enough assets under management, but I digress). It has brand value. It has a cachet.

Or rather, it had. Platinum cards are now going mass market in India too. It all started with HDFC bank advertising its Platinum Plus card (which, incidentally, is coloured deep green and not platinum) on hoardings of all things. Amex and StanChart’s product managers were probably cursing at the unmitigated brand dilution. The catch up cycle has now started. SBI has launched its platinum card. StanChart and Amex are still trying to maintain exclusivity, but Citi has succumbed and brought Platinum to the mass market.

And this act of Citibank is where the blogpost shifts gears and moves from putting learnings and fundaes about credit card marketing to describing my personal tragedy.

Barely a month ago, Citibank gave me a free-for-life Jet Airways Gold Card (a cobranded gold card being free for life is itself evidence of brand dilution). This card gives you Jet Airways miles instead of reward points (which is good, because Citi reward points can only be redeemed for totally crap stuff at indiaplaza.in). My monthly spend won’t generate enough miles to redeem for a ticket, but the card still has one invaluable advantage: it lets me check in at the business class counter even if I’m traveling economy. Anybody who’s faced the queues at Bangalore airport knows that this is not to be taken lightly.

Unfortunately, Citi got caught up with catching up, and launched the Jet Airways Platinum card. This is a card with the same features and miles benefits as the Gold card. And starting next month, the Gold card’s features will be downgraded to the features of the Jet Airways Silver Card. The upshot is, unless I swap to the Platinum card, I can no longer jump the check-in queue. As Ravages would put it, woe, fucking woe.

Brand dilution is immensely tragic.


Local Content

August 17, 2007

Why do FM stations play music?

I’m not being facetious here. Indian FM radio stations have been complaining that the royalties they have to pay on music are squeezing their margins and even driving them bankrupt. Not only that, if your value proposition is good/ popular music, you have to compete not only with other FM stations, but with music channels on TV, satellite radio, and CD/ cassette/ MP3 players (which keep getting cheaper every year). How the hell do you make music a USP?

One way to do this ts the Go FM or Radio Indigo way: differentiate yourself and play music which nobody else plays (Western music in their case). Except that Go FM found it couldn’t make any money doing that and moved out of the niche. I sincerely hope Radio Indigo doesn’t go the same way – evenings without Malavika would be intolerable – but let’s not get too optimistic. In the US, niches are large enough or valuable enough to support themed stations – country, jazz, or rock – in India, they don’t seem to be, or at least radio stations can’t figure out how to crack the market.

Extending this, why not differentiate yourself by not playing royalty and fee-based music at all (or substantially less). Ways to do this would include:

  • Play music owned by smaller companies who don’t have enough bargaining power1 to charge significant royalties. This does raise the frightening possibility of FM radio stations dedicated to struggling Bhangra acts from Doaba, or Bhojpuri film music, but hey, there’s probably a market out there.
  • Chuck recorded music altogether. Get local musicians into the studio and let them play live. This will lead to a lot of crap going out over the airwaves, but will also help in the discovery of true gems. It also has immense branding scope. Radio City Bangalore used to do this on Sundays – I don’t know if they still do.
  • Chuck music altogether. Just have people talking. This could be radio drama, or talk radio. Regulations prohibit private stations from doing news, but they can still do interviews and current affairs. And if the subject is city-specific, the audience is matched to the content. MTV is forced to make shows with an all-India appeal, but FM stations can make shows customised to their own, city-sized coverage areas. This is being done in Bangalore – Indigo decided to run Independence Day specials on people who had made a difference – and they interviewed a guy who had volunteered to become a Bangalore traffic warden. It was completely Bangalore-specific, with nothing to do with the rest of India. I loved it. (In fact, it’s what prompted the post.) Finally, there was quality MSM coverage of local issues. And Radio City has been doing similar stuff for ages, Wimpy assures me.

The question is, why aren’t more stations doing this more of the time. Some reasons I can think of are:

  1. Supply side issues for music: playing local musicians requires local musicians to exist in the first place. Even if they exist, setting up a system to find, filter and record them is going to be long and painful.
  2. Supply-side issues for non-music: this is going to be a real problem. Doing radio dramas or current affairs or talk shows means you either have to hire stars or create them, whether it’s drama stars or journalists or presenters. So first you’ve got to fight to find talent – a massive problem in India especially right now – and then you’ve got to fight to prevent TV channels from poaching it.
  3. Demand side issues for music: Gut-feel, this is probably the most major issue. I don’t think India has developed a long tail consumption culture yet. Eardrums2 might all be chasing Himesh Reshammiya rather than the neighbourhood rock band/ Carnatic singer/ school choir. But is this just an issue of bad marketing?
  4. Demand side issues for non-music: Gut feel again, this is probably the most minor issue. Going by the success of TV news channels, as a concept there’s probably enough demand for talk radio or current affairs, especially if it’s localised. The problem is going to be with the level of localisation. In Bangalore or Pune, one city affairs channel should be enough. But Bombay will have different audiences and advertisers for town, for the western suburbs, for the central suburbs, and for Navi Mumbai. Delhi will have similar problems, though perhaps not as extreme. Perhaps this is why stations in Delhi and Mumbai are so homogenuous – chasing 20% of the music listening audience is still going to give you a bigger audience than chasing all the current affairs listeners in Delhi.

To a limited extent, localised non-music content has taken off, even if it’s just small segments like traffic and weather updates. These are low-investment and replicable, though, and I’m waiting for differentiated content to come up.

There are two more posts I can make on this topic now that I’ve started off: one on the regulatory changes that would make localised content spring up faster, and another one on why localised content matters so much. Sadly, my post backlog is massive, and I’m making no promises about when/ if I ever write them.


1: Or as it’s called in Punjabi, aukaat.
2: If the unit of TV viewership is the eyeball, shouldn’t the unit of radio listenership be the eardrum?


Pawar Likes Exports

February 9, 2007

“We should be permitted to freely import food, and if the farmer gets a
good price in the international market, he should be allowed to export
well in time. But it should not be a one-way traffic,” the minister
said.

Heh. I wonder how badly Dynamix Dairy was affected when Pawar’s colleagues decided to ban skimmed milk powder exports.


Chicken and Egg

February 3, 2007

Why Indians shop daily instead of going to a supermarket or hypermarket every weekend and stocking up American style:

  1. They’re used to it
  2. Not enough people have cars with which to lug back one week’s worth of provisions
  3. Everyone has domestic servants who they can send shopping at a minutes notice

What this leads to:

  1. Small pack sizes. The biggest pack of milk and juice is a litre.
  2. Arising out of point 1, there’s not much demand for really big refrigerators. If you’re only storing a day’s worth of milk, you don’t need a 500 litre monster.

This is annoying for me, because shopping on weekdays cuts into time which I’d rather spend at the gym or blogging or studying Chinese or whatnot. But because of the consumer behaviour of the rest of the Indian middle class, I can’t buy a five litre milk carton or juice carton which would last me the week. Bah.

Actually, even if they were available, I couldn’t fit them in my refrigerator. That, however, is because me and my flatmate were too cheap to spring for a decent refrigerator, not because of the middle class at large.

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Odyssey are Weakmax

January 22, 2007

When I read that Odyssey had opened a store in Bangalore, I was wildly enthusiastic. I hoped that the competition would make Landmark Bangalore pull up its socks and bring its graphic novel section to the level of the Landmark Bombay store.
But it looks like there’s no chance of that. The book selection at Odyssey is even worse than the one at Crossword Indiranagar. And for this I went all the way to Jayanagar? Feh. I could have got the same selection at that mockery of a bookshop at Bangalore Central.

On the other hand, the graphic novel section at Landmark has improved, though only mildly. It now has Buddha, and Promethea, and a couple of Fables TPBs. And Death: The High Cost of Living. Which makes it very Alanis-Morissette-ironic that Gaurav is couriering it to me from the US.


Farmers Paid More

January 18, 2007

Today’s Business Standard:

Punjab farmers’ incomes are expected to get a big push with the arrival of the corporate sector in retail.
The main factor in this is the demand created by the corporate houses for fresh fruits and vegetables, which will not only inflate farm income but will also help to contain the declining fertility of the soil and the water table in Punjab as the crops other than wheat and rice would become more profitable for the cultivators.

Now the scenario has been changing. Players like Subhiksha have started purchasing directly from the farmers.

Good stuff. And the fact that it happened before farmers there started commiting suicide is even better.


I Spoke Too Soon

January 17, 2007

Three months ago, I blogged about Airtel not coming up with anything new, and wondered if they’d been left behind in the innovation race. Very embarassing, considering all that they’ve been doing the past month.

First up, there’s the Songcatcher service. The technology was invented in Europe a year or two ago, if I recall correctly. At that time, the application being talked about was to identify a song on the radio you liked. The service would identify it and send you an SMS with the names of the song and the artist. Not really a great business model.

But along comes Airtel, and uses it to selll ringback tones, allowing customers to skip all that painful SMSing or navigating through menus. Bam! You’ve got a commercially viable business model, and the technology finally meets the publilc. Awesome. And Airtel is so good at this- looking for existing technology. adapting it to the local environment, and bringing it to market.

Next, there’s this Business Standard report about Airtel tying up with SBI to turn mobile phones into virtual Kisaan Credit Cards. Lovely again. They’ve had a tieup with ICICI bank to implement credit card on/ through mobile for some time now, but that has just been a test project in Mumbai and Delhi. This takes it to the next level. Of course, it would really explode if the RBI regulation that restricts mobiles from being used as debit cards was removed.

And finally, today’s Business Standard article has more on the payments front. Airtel’s entered a global alliance to develop a platform for remittances over mobile phones.

The (mobile) payments business is so exciting these days that it deserves a blogpost to itself. Heck, I’d love to make a presentation on it the next time there’s a BarCamp in South India. But until then, this will have to do.


Indian Animation

January 12, 2007

Every newspaper article or analyst report about the Indian animation industry inevitably makes the following two points:

  1. The cost of production in India is really low
  2. There’s a huge reservoir of traditional stories and mythology that can be tapped for content

To be honest, I’ve resorted to these cliches myself, for my New Product Development term paper. And they’re true. The only problem is that nobody in India seems to be looking beyond the huge reservoir of traditional stories. Nobody’s trying to create original characters. There are no twenty-first century ‘junior detectives’ or funny talking animals. Instead, all we’ve had in the past few years are Hanuman, Tenali Raman, Vikram and Vetaal, the Pandavas, Akbar Birbal, and Son of Alladin.

This is probably because there’s no Indian animator big enough to take risks on creating its own characters. After all even Disney did nothing but rip off the Brothers Grimm for fifty years of animated features. Unfortunately, it also leads to a creative drought where we get the same characters over and over again. Indian animators don’t compete by responding to a Shrek with a Nemo, but by rendering Krishna with 16000 polygons instead of 10000. Sad.


Murphy’s Law in Telemarketing

January 9, 2007

When you actually invite a call, you never get it. I sent requests to the 6677 helpline for a DB credit card (because let’s face it, having a muscular Gult babe as your brand ambassador just works) and Bharti AXA life insurance eight days ago. Deafening silence since then. No telemarketers calling up to find out what sort of insurance plan or credit card I want.

Bizarrely though, Kotak Mahindra called up to ask if I wanted investment and insurance services. Mystifying. Every bugger working in the financial services industry does sell his database to everyone else around, but usually he uses it himself first.


I Told You So

October 16, 2006

The four most unmitigated words in the Englilsh language: ‘I told you so’.

Two months ago:

‘I can think of two ways for Reliance to immediately start pulling in walk-in customers for services… start a line of co-branded credit cards…’

Today:

‘The Anil Dhirubhai Ambani Group (ADAG) has tied up with Citibank to launch its first credit card.’

Of course, I do have to swallow some of my words. I also said that the MNC banks didn’t have the reach. But ADAG’s gone ahead with Citi and restricted the launch to Delhi and Mumbai.

It’ll be interesting to see how this pans out. I’m still willing to bet that they’l launch their own cards within the next five years.