Sometime ago I had written about the app developed by Neiman Marcus and how they had rolled it out under the umbrella of NM Service which offers a personalized shopping experience. They then discarded that by giving their store staff iPhones to be able to connect with the customers. It must have cost them quite a bit to go through that learning curve.
My admiration for the small, stand alone shop keepers in India went up another notch when I read this article about how one of them has started to leverage WhatsApp for better customer connect and service. Although several Retailers and shop owners have populated facebook and some are even active on Twitter, the use of WhatsApp to be able to connect in real time and provide immediate service is a great idea.
I am sure that many more such store owners will soon adopt this idea. This flexibility and nimble footed response to customers is just one of the things that chain Retailers need to learn. The other interesting lesson is the ability to adopt low cost or even zero cost resources to improve their businesses.
Such a cost sensitive thinking towards effective solutions will go a long way in ensuring success, especially in retail which is a low margin business.
1 comments:
Survival and pride makes us to think. what next drives us. Direct appreciation and customers reliability. yesterday I hard had customer from nearby village. After the purchase she told me that I have to show this bill to my husband that I bought here or else he won't believe. This is our asset.
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