One of the keynote speakers at ReTechCon 2013 – Sanket Akerkar themed his address around the three dimensions of customer centricity: delivering Personal, Seamless & Differentiated Service. Personalized service: Service which “remembers” customer preferences (e.g. Domino’s online ordering platform prompts…
On being social: From Social Media to Social Commerce
Most retailers in India are now visible on social media. However not all retailers are clear about why they are on social media. The question of whether social media provides visibility, voice or value remains. As the framework below shows,…
“Getting IT right” – Emerging Retail
The retail sector in India is estimated at USD 500 bn (source: Deloitte – Jan 2013). 92% of the sector is emerging retail; with 8% penetration of modern retail formats. Shopping habits have evolved to encompass traditional vendors and modern…
Going Mobile
The focus on consumer experience has traditionally been centered on the in-store shopping experience. It then extended to ecommerce. Now, with the increasing use of digital – social media and mobility have become yet some more channels to engage with…
Focus on Consumers at this difficult time
The industry target of achieving over US$ 50 billion revenue from modern retail by 2015 still seems to be realistic which means modern retail is here to grow. However, I definitely expect a change in consumer buying behavior to emerge…