ARE CUS­TOMERS COM­PLAIN­ING?

Images Retail - - COVER STORY -

In every busi­ness, es­pe­cially cus­tomer fac­ing busi­nesses such as re­tail, con­sumers al­ways have a rea­son to com­plain. And de­spite the best strate­gies im­ple­mented, con­sumers who are evolv­ing much faster, thanks to their ex­po­sure to other ser­vice in­dus­tries and in­ter­na­tional ex­po­sure, keep ask­ing for more.

Some of the key chal­lenges faced by B&M heads are:

1. Non-avail­abil­ity of size

2. Fit and com­fort of the gar­ment

3. Colour bleed

4. De­lay in de­liv­ery of tai­lored prod­ucts at fes­tive/ peak sea­sons

5. Stock outs for hit styles We be­lieve that ad­mit­ting the prob­lem is 50 per­cent of the prob­lem solved. Most of the re­tail­ers who did share the prob­lems also men­tioned the new ini­tia­tives they are un­der­tak­ing to re­solve the is­sues. From train­ing ad­di­tional tai­lors for peak sea­son de­mand, to ed­u­cat­ing con­sumers on wash care to avoid colour bleed­ing, to manag­ing de­signs and styles es­pe­cially when there are con­trast­ing colours at play, to al­ter­ation ser­vice. The so­lu­tions are var­ied and yet sig­nify a com­mit­ment to solv­ing cus­tomer is­sues and en­sur­ing bet­ter ex­pe­ri­ence.

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