Entries by Prof. Piyush Kumar Sinha

Power of Personalisation

For personalization to be effective, it has to go beyond the basics. Only 8% of consumers say they would want to engage with a retail brand if they addressed them by their first name. 59% of consumers who have experienced personalization say it has a noticeable impact on their purchasing. 31% of consumers wish their […]

October 28, 2020 /0 Comments/by

Emotional Connect Drive Loyalty and Value

Retailers must start understanding customers beyond satisfaction. Most CSS capture a very basic level of attitude of customers. In a world with lesser and lesser opportunities to differentiate on a sustainable basis, tangibles aspects of the businesses are becoming equalised. While merchandising, pricing, conveniences would still be the hygiene, retailers need to develop deeper relationships […]

October 28, 2020 /0 Comments/by

Role of ‘Feel’ Factor in Customer Experience

Customers look for utilitarian as well as emotional values from their experience with retailers. The two components are reflected in terms of their experience in terms of Success, Effort and Emotion. A study by Qualtric XM Institute called Temkin Experience Rating, puts supermarkets, fast food chains, Other Retailers and banks at the top of the […]

September 27, 2020 /0 Comments/by

CX is the winner

  CX is the winner Retailers need to take advantage of their unique competencies for exceeding customer’s expectations and living upto promise by delivering a reliable experience.. Digital remains the “front door” for retail. Before arriving at a store, consumers have used digital media (web, mobile, social) and the Internet of Things (IoT) to collect information […]

September 14, 2020 /0 Comments/by

Online Grocery Shopping In India 5

Kiranas and Online Retailers Can Work Together to Overcome Challenges [Excerpts from “Online Retailing Paired with Kirana—A Formidable Combination for Emerging Markets” by Prof. Piyush Kumar Sinha, Srikant Gokhale and Saurabh Rawal in Customer Needs and Solutions (2015) 2:317-324] So far, most online retailers operating in India are selling non-grocery products. Numerous reasons for this […]

December 15, 2018 /0 Comments/by

Online Grocery Shopping In India 4

Online Grocery Shopping Is Gaining Popularity In India [Excerpts from “Online Retailing Paired with Kirana—A Formidable Combination for Emerging Markets” by Prof. Piyush Kumar Sinha, Srikant Gokhale and Saurabh Rawal in Customer Needs and Solutions (2015) 2:317-324] Kirana stores continue to flourish in India despite several inefficiencies. They do not derive much value from buying […]

December 12, 2018 /0 Comments/by

Online Grocery Shopping In India 3

The Indian Grocery Consumers [Excerpts from “Online Retailing Paired with Kirana—A Formidable Combination for Emerging Markets” by Prof. Piyush Kumar Sinha, Srikant Gokhale and Saurabh Rawal in Customer Needs and Solutions (2015) 2:317-324] Consumers shop using different formats based on the values that they derive [1]. Store formats are chosen based on availability, accessibility, ambience […]

December 9, 2018 /0 Comments/by

Online Grocery Shopping In India 2

Online Grocery Shopping: India in the Global Context [Excerpts from “Online Retailing Paired with Kirana—A Formidable Combination for Emerging Markets” by Prof. Piyush Kumar Sinha, Srikant Gokhale and Saurabh Rawal in Customer Needs and Solutions (2015) 2:317-324] The physical retail landscape (the fourth factor) in India and China is very different to that in more […]

December 4, 2018 /0 Comments/by

Online Grocery Shopping In India

Introduction: Online Grocery Shopping In India [Excerpts from “Online Retailing Paired with Kirana—A Formidable Combination for Emerging Markets” by Prof. Piyush Kumar Sinha, Srikant Gokhale and Saurabh Rawal in Customer Needs and Solutions (2015) 2:317-324] Even when online business represents less than 10% of retailing and about 1% of grocery retailing, it is disruptive and forces […]

November 26, 2018 /0 Comments/by