In 2025, brands are turning to emphatic social initiatives not just for goodwill, but as a deliberate marketing tactic known as cause marketing. This strategy aligns brand storytelling with social, environmental or cultural causes, earning consumer attention, loyalty and media buzz while signalling purpose. A brand that has mastered these tactics is Swiggy, particularly through its Durga Puja campaigns. Over the years, Swiggy has evolved from being a convenience-driven food delivery app to a brand that understands, reflects and amplifies the emotional pulse of its audience. Approaches like these can be particularly powerful for startups. They can create a positive brand image, drive organic engagement and earn widespread attention.
Caution: However, the goodwill must remain the primary motivation behind such initiatives, with marketing benefits as a secondary outcome. Failing to prioritise genuine intent or misreading the cultural context can lead to backlash rather than goodwill.
The Swiggy Case Study: When Empathy becomes a Strategy
2022 – “Bhog Elo Ghorey”: Bringing Puja Home to the Elderly
During Durga Puja, when families flood pandals and streets are alive with celebration, Swiggy noticed an often-forgotten group: the elderly citizens who could no longer step out. So, instead of running a discount-driven festive sale, the brand delivered bhog (the sacred offering) to their homes in Kolkata.
That simple act of thoughtfulness transformed Swiggy from a delivery app into a bridge between devotion and inclusion. It told the city: “We see you. We care.”
2024 – “Bhog Elo Boney”: Taking the Festival to the Sundarbans
Two years later, Swiggy expanded its empathy circle further. Through a floating pandal, it brought the Puja experience to the remote islands of the Sundarbans, the home to marginalised communities often left out of urban festivities.
This campaign wasn’t just about food; it was about belonging, reminding people that joy should not be a privilege of geography.
2025 – “Bhog Elo Charpeye Der”: The Mobile Pandal for Street Dogs
This year, Swiggy’s compassion extended to the voiceless. A mobile pandal serving dog-friendly bhog to over 400 street dogs across Kolkata became one of the most talked-about brand acts of the season. It was unexpected and deeply humane, positioning Swiggy as a brand that celebrates empathy not as a tagline, but as an experience.
The Business of Belonging: Why Empathy Pays
Compassion isn’t charity. It’s a strategy with soul. In Swiggy’s case, empathy-led campaigns delivered several business advantages startups can learn from:
1. Emotional Recall > Ad Recall: People forget discounts, but they remember gestures that make them feel something. When Swiggy delivered bhog to the elderly or fed street dogs, it evoked an emotion tied to the brand name.
2. Earned Media > Paid Media: Campaigns that come from the heart travel faster than ads designed for clicks. Swiggy’s mobile pandal generated organic PR, social shares and community conversations that no paid media plan could buy.
3. Community Trust > Transactional Loyalty: Empathy transforms users into advocates. When people sense that your brand genuinely cares, they stop treating it as a commodity. That’s how Swiggy, despite being in a highly competitive and discount-heavy space, maintains high brand affection.
4. Long-Term Equity > Short-Term ROI: Compassion builds intangible equity like trust, credibility and differentiation. And in a world where AI and automation make brands feel colder, that human warmth becomes your greatest strength.
Lessons for Startups: Building Brands that Feel, not just Function
Startups often believe empathy campaigns require big budgets or celebrity faces. But Swiggy’s playbook shows that it’s insight, not investment, that makes a campaign memorable.
Here’s how smaller brands can apply the same principles:
1. Start with Observation over Assumption: Look for moments of exclusion or unnoticed need around your audience. Who is being left out of joy, access or convenience in your ecosystem? Addressing that gap can become your next brand story.
2. Humanise every Touchpoint: From your customer emails to social media posts, write like a person rather than a corporation. Empathy is as much about tone as it is about action.
3. Find your own ‘Bhog Elo’ Moment: You don’t need a festival or a city-scale campaign. Your “Bhog Elo” can be as simple as a meaningful gesture rooted in your purpose. If you’re a fintech startup, how can you celebrate financial inclusivity? If you’re in health-tech, how can you make care feel more human?
4. Measure Feelings, not just Metrics: Engagement rates and impressions matter, but also track sentiments. What are people saying, sharing and feeling about your brand? Empathy-driven branding is about hearts, not just likes.
In today’s digital economy, where every brand fights for attention using the same ad formats and AI-driven precision, emotion is the last human differentiator. Swiggy’s Durga Puja campaigns are proof that empathy can be operationalised through storytelling, thoughtful design and consistent purpose. In the end, empathy isn’t soft power; it’s smart power. It builds brands that are not just seen, but felt. And in a market overflowing with sameness, that feeling is worth more than gold.











