Consumer • Digital • Growth

Will E-Commerce be ever able to match In-store shopping experience

Over the last 5 years variety of e-commerce platforms are trying to cater to each of these shopping needs but most of them are offering similar experiences. Instead of trying to offer category specific experience all of them are trying to catch consumer attention using deals and discounts and that too on big ticket items which actually deserve planned shopping experience.

Courteous staff can make shoppers stick around

Two weeks ago, a friend of mine in the consulting business invited me to attend an event on customer experience. His company was presenting its new set of framework, CINDEXDS and CINDEXBQ – which basically quantify the level of delight customers feel for a particular brand and also measures a bottom quartile score that indicates […]

Customer joy, not sales is the key to retail success

Most modern retailers rely on simple logic to measure their success: if sales are up, business must be doing well. What they don’t consider is, you don’t have to do much to grow in India today. Modern retail accounts for 4-5% of overall trade while the number of consumers who want to shop in this […]

A smile can make all the difference

Store staffers should be more focussed on their customersThe decision by the Jet Airways management to sack thousands of customer-facing staffers justifies the perception that the Indian service industry is driven by sheer numbers rather than competence and aptitude to deliver quality service to customers. When service sectors face growth challenges, companies begin to focus […]

Missing in modern retail shops: Convenience

Better parking, faster check-outs and smart floor managers are an imperative Call it good fortune or coincidence, but almost every brand is represented in my neighbourhood — Food Bazaar, Spencer’s, More, Reliance Fresh and Subhiksha. So I decided to hop across to each one and check out the ground reality. And here is what I found […]