The Ultimate Knowledge Platform for the Retail Industry

01STOrai provides an overview of the knowledge initiatives at the Retail Leadership Summit 2014 (RLS).

RLS saw the release of 7 Knowledge reports. Key insights are highlighted here – full details are available at


RAI – TCS: Retail Operations Benchmarking Excellence Survey (ROBES)

There has been an increased e-commerce adoption by consumers during 2013. Brick and Mortar retailers have begun to view multi-channel strategically, instead of considering their e-tailing counterparts as price predators.  This report benchmarks the multi-channel practices of 40 Retail brands against e-tailers.  Key insights which emerged:

  • Brick and mortar retailers are looking at multi-channels as one of the top 5 priorities for 2014. 03
  • Ecommerce channels (non-store channel ) of brick and mortar retailers are yielding higher growth, higher cash memo size, and lower returns.
  • For example, on an average, brick and mortar retailers find that their online cash memo size is 12% higher than in-store.
  • Online returns of Brick and mortar retailers are <3% – significantly lower than pure-play e-tailers.

For brick and mortar retailers, multi-channel is about “on-demand retailing” – about giving the consumer better access and deeper range. Unlike their ecommerce counterparts, it is not a ‘pricing’ game: most retailers have a uniform pricing policy across all channels. 04

RAI-KPMG: Emerging Consumer Segments in India

This report identifies new segments of consumers including – the urban time starved consumer, the rural ‘windfall’ consumer, the “Value conscious” customer etc.
Key insights:

  • Leveraging technology is the key to reaching the consumer.
  • Supply chain innovation is needed to provide ‘stripped down’ service models.
  • Hybrid models – using a mix of online and offline are emerging.

05RAI-AIMIA India Millennial loyalty survey

Millennials are defined as those between the age of 19 and 29, and are expected to be the generation that will force brands to change the way they build sustainable customer loyalty.

AIMIA loyalty survey profiles the buying habits of this segment of customers. Key insights:

  • Today’s customers are more ‘social and vocal’: 60% of millenials use social media and 41% seek opinions of their network before buying.
  • They are willing to share data, but need transparency on what that data would be used for.
  • They are more willing to engage than their counterparts in other countries.
  • They are interested in more than just cash rewards.
  • They want loyalty programs to provide ‘faster’ rewards.

06 07 08 09 10RAI –PWC: Total Retail:  A change is underway

This quantitative survey of 1000 Indian online consumers profiles buying habits.  Key insights:

  • Online shopping is driven as much by “trust” as by “price”.
  • Online is about convenience.
  • The customer experience matters even in an online context. 11 12 13

RAI-GP2WW: Great Places to Work in Indian Retail

This ‘first of a kind’ report surveyed 50 retailers to answer the question “Which retailer is the best employer?”. The Great Places to work with uses a proprietary framework which includes employee surveys and interviews as well as representations from management.

Lifestyle International emerged as the top retailer in India, followed by Titan and Shoppers Stop.

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RAI –JLL: Emerging trends in retail spaces

This report profiles cities which are emerging as retail destinations in Tier 2 India.

  • Retail realty in India is driven by income growth, a demographic ‘dividend’ and the fact that available space is polarized as regards quality.
  • Mumbai, Delhi and Bangalore continue to mature.
  • Emerging markets include Pune, Chennai, Ahmedabad, Chandigarh, followed by Surat, Amritsar, Ludhiana and Jaipur.

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RAI – WWF: Sustainability in India Retail

This report profiles global practices by retailers in terms of creating sustainability in the supply chain and business practices.  Key insights:

  • The world is today consuming 1.5 planets worth of resources annually.
  • Demand for certain commodities such as palm oil, milk and beef (buffalo meat) is threatening India’s biodiversity.
  • Owing to its direct contact with consumers, the retail industry is in a position to drive change towards sustainability.
  • Experience with mature markets shows that the ‘tipping point’ towards structural sustainability is when consumers adopt and are willing to pay for sustainable products.

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Retailers Association of India (RAI) is the unified voice of Indian retailers. RAI is a not for profit organization (registered under section 25 of Companies Act, 1956), works with all the stakeholders for creating the right environment for the growth of the modern retail industry in India. RAI is the body that encourages, develops, facilitates and supports retailers to become modern and adopt best practices that will delight customers. RAI has a three charter aim of Retail Development, Facilitation and Propagation.