Ring in the relationships: A CX playbook for India’s festive season
Build trust at every touchpoint. Creating meaningful customer moments across calls, SMSes, and every festive interaction.
The festive season in India is a business supercycle. And brands go big on crafting their festive identity online.
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But when the customer gets a call or an SMS, that festive identity vanishes.
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70%
Of business calls go unanswered (Truecaller)
Most promotional SMSes are read once, acted on rarely.
Calls and SMS aren’t just “touchpoints”. They’re make-or-break moments.
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That’s why this playbook matters
Because if every other touchpoint in your festive strategy is designed to be warm and familiar, why should calls and SMSes be cold and impersonal?
This guide shows you how these channels can work harder for you:
Stay on-brand, everywhere
Extend your brand identity across calls and SMSes with consistent tone, visuals, and intent.
Build recognition, not fatigue
Show up in ways that feel relevant — not random. Lead with context, not confusion.
Deliver connection at scale
Use every interaction to reinforce trust, personalise outreach, and guide customers forward.
The 4 tenets of festive CX
Principles to guide how your brand shows up — across every call, SMS, and moment.
What’s inside
Practical, strategy-first guidance to help you cut through the festive clutter — from first contact to final delivery.
Behavior signals across the customer journey
See how attention, trust, and engagement shift across pre-onboarding, onboarding, and post-onboarding stages.
Who’s buying, and why: The 4 Festive Personas
Get into the mindset of your festive buyers — from impulse buyers to brand loyalists.
Tactical strategies and orchestration tips
Turn strategy into execution with concrete ideas for timing, relevance, and campaign planning.
@2025 Truecaller AB