인도 소비자의 목소리

작성자: Ramesh Hariharan, Defussion Knowledge Solutions 전무이사

Today’s organized retail sector in India is valued at $7 billion, and within 3 years (by the year 2010) the figure shall be 3.5 times as large at $25 billion. Many Indian and foreign companies are eyeing a piece of the pie in the overall market, and are already investing heavily in infrastructure and brand building. The consumer of today has many choices as far as brands are concerned, and their choices on which retail stores to choose are increasing day by day.

More often than not, the retailers in India fail to understand the customer because of the rat race they are in. They tend to ignore the customer servicing, which could be detrimental in the long term. Yet unbeknownst to many retailers, the impact of a company’s customer service will likely be visible in the near future. To stay ahead of the competition, retailers in India need to know their consumers better and should keep them from day one!

소매업체를 위한 주요 질문

• 앞서 나가기 위해 차별화하는 방법은 무엇입니까?

• 고객을 유치하고 유지하는 방법은 무엇입니까?

• 어떻게 하면 더 많이 팔 수 있나요? 어떻게 하면 더 잘 팔릴 수 있나요?

인도 소매에 대한 재고: 기업의 소비자 중심

• 경쟁 소매업체보다 고객을 더 잘 알아보세요!

• 그들의 일상 활동을 알아보세요!

At the same time, understanding the Indian consumer is one of the most difficult aspects of retailing. One tool used is feedback (comment cards) forms. Even though it tries to understand the consumer, more often than not, it offers little value to companies, because most feedback forms are:

• 무인

• 시대에 뒤쳐진

• 다 똑같아 보여

• 단순한 립서비스로 행동하라

인도의 보다 효과적인 소매업
인도 소매 시장의 기업은 소비자와의 입지를 강화하기 위해 다음 중 일부를 수행하는 것을 고려해야 합니다.

• 인구통계 및 행동 측면에서 고객 세그먼트를 더 잘 이해합니다.

• 기존 고객에게 보상하고 충성도를 구축하세요.

• Create fresh selling, up-selling and cross-selling opportunities

• 경쟁사보다 혁신적인 우위를 확보하세요

• Give a fresh perspective on customer understanding

Understanding consumers (and their competitors’ customers) and catering to their needs has yet to become popular in India. Those retailers who bring in a fresh perspective to customer servicing in the Indian context and those who act along those lines can increase their chances of becoming future leaders. To reach such a position, they need to understand their customers on a daily basis and should hold on to them.

Contributing Company:
해체 지식 솔루션. 인도 방갈로르. www.defussion.com
연락처: Ramesh Hariharan. [email protected] +91 80 6699 4513.

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