Gemba walk your way to customer conversations from your board room with Customer Experience Management (CEM) One of the interesting exercises we were trained to do as senior leaders at DHL (during my long stint there) was the Gemba Walk.…
GST and Packaged Commodities
GST will be a game changer for the business environment in this country. We know that this is a complex process and all of us in the industry have to play our part for successful implementation of GST. The Government…
Redefining the unorganised laundry sector in India
Industries can stay the same for decades until a disruption comes along that changes the face of that business forever. In India, the market for laundry was mostly unorganised with traditional dhobiwalas washing clothes like they’d always done and ironing…
Icing on the cake
Monginis makes use of clever design, visual merchandising and branding to further augment the customer experience at its stores Recently, Monginis the household brand set out to update its retail experience to maintain its leadership position in the minds of…
The secret to a truly seamless customer experience
By Elton Noronha New-age technology has made retail functions even more capable of fulfilling even the most detailed shopping need – be it the choice of selecting 1000 brands at the swipe of your fingertip, or getting your favorite accessory…
From JOMO (Joy Of Missing Out) to FOMO (Fear of Missing Out)
By Elton Noronha Valuation, in it’s true sense, is the value that one sees in a brand or the kind of value that the brand creates for itself in the eyes of its customer, its supply partners and the company…
Adapt to your local consumer but maintain global brand ethos
The Glocal mantra By Elton Noronha The concept of Glocal involves delivering a globally accepted product or fashion or trend in an indigenized package that echoes with the sentiment of the local consumer. To deliver this though, it is essential…
The Chitragupta of data will deliver the best retail experience
By Elton Noronha The retail experience has evolved from one that was once synonymous with shopping only at neighborhood markets, to now progressing into an era that delivers unbound shopping avenues in the real world as well as the digital…