Ma­jor malls across the coun­try are go­ing Om­nichan­nel. Is be­com­ing a ‘smart mall’ (go­ing dig­i­tal / Om­nichan­nel) on the cards for you in the near fu­ture?

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Sanjeev Mehra:

I think Om­nichan­nel is a ne­ces­sity for the re­tail­ers and if they want to use their phys­i­cal stores to sell prod­ucts. I think de­vel­op­ers who are part­ners on rev­enue shares will re­quire a part of the ac­tion. How­ever, the job of the mall is to cre­ate rel­a­tive aware­ness to en­sure the pa­trons come to the mall and spend their money, which may not have been planned. This in­cre­men­tal rev­enue is ex­tremely im­por­tant for the sur­vival of the malls.

Priyank Sing­ha­nia:

Mag­neto Mall has be­come a fam­ily en­ter­tain­ment zone – a place where fam­i­lies eat, shop and in­dulge in leisure ac­tiv­i­ties, a place where fam­i­lies spend qual­ity time to­gether. Om­nichan­nel re­quires a huge in­vest­ment, a well-se­quenced roadmap of dig­i­tal mar­ket­ing and chan­nel in­te­gra­tion ini­tia­tives rooted in a deep un­der­stand­ing of cus­tomer be­hav­iour and re­lated eco­nomics. We are in the process of de­vel­op­ing an Om­nichan­nel plat­form to max­imise on foot­falls, and pro­vid­ing a per­fect cus­tomer ex­pe­ri­ence.

Ari­jit Chat­ter­jee:

In near fu­ture we have plans of go­ing Om­nichan­nel. We have plans of set­ting up of in­ter­ac­tive medi­ums of e-por­tals in mall. This will pro­vide both on­line and off­line shop­ping ex­pe­ri­ence to cus­tomers in mall.

Amit Tekri­wal:

Yes we are eval­u­at­ing and keep­ing a close watch on the big­ger play­ers to fol­low them suit­ably.

Shan­tanu Lahiri:

JD Hi

Street is a brick-and-mor­tar mall. Though dis­rup­tion across the coun­try and in Eastern In­dia has hap­pened, how­ever, for pur­pose of pur­chases of ma­te­ri­als of fash­ion, life­style, daily needs, ap­par­els have a long way to go in In­dia. Hon­estly, we feel that there is a trust gap be­tween the con­sumers and man­u­fac­tur­ers/re­tail­ers and that is one of the rea­sons, Om­nichan­nel may not work for the mar­ket. There may be oc­ca­sional spikes in the var­ied prod­uct pur­chases but there is still time for con­sumers to get thor­oughly into smart-phone shop­ping, on­line shop­ping. Till then, JD Hi Street will prac­tice in giv­ing the best on-site ex­pe­ri­ences to the con­sumers, en­ter­tain them and of­fer the best brands to the peo­ple of Ranchi. To be spe­cific, Om­nichan­nel ex­pan­sion of JD Hi Street is cur­rently on the cards.

Bishnu Ku­mar Agar­wal:

For smaller cen­tres, in se­condary and ter­tiary re­tail lo­ca­tions, there is am­ple op­por­tu­nity to level the play­ing field. As so­cial me­dia has very low costs as such, an ef­fec­tive idea need not be an ex­pen­sive one, just one worth shar­ing. Lot of busi­nesses in many cat­e­gories, and shop­ping cen­tres are still in the ex­pe­ri­en­tial stage. They are dis­cov­er­ing that so­cial me­dia is not like any other medium at their dis­posal. There is not a sil­ver bul­let of mea­sure­ment for an ac­tiv­ity that crosses ad­ver­tis­ing, PR, mar­ket re­search, com­mu­nity re­la­tions and cus­tomer ser­vice is not a rea­son to turn away from so­cial me­dia. It is more of an op­por­tu­nity to fig­ure out that ‘if so­cial me­dia is grow­ing at a fu­ri­ous rate, what do we need to do to be more rel­e­vant to the cus­tomers who are us­ing it?’

Sahil Sa­haria:

The fu­ture of re­tail is Om­nichan­nel. This modern trend to­wards an Om­nichan­nel strat­egy will en­able re­tail­ers to re-think their busi­ness strat­egy in or­der to tap the best of both worlds and max­imise on foot­falls. Om­nichan­neli­sa­tion is def­i­nitely on the cards as this is essen­tial in or­der to stay rel­e­vant to our cus­tomers.

Su­nil Agrawal:

Our ap­proach to Om­nichan­nel is very flex­i­ble. We will see how things progress in fu­ture and take ac­tion ac­cord­ingly.

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