ARE CUSTOMERS COMPLAINING?
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.