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Empowering a Customer-Centric Future in Indian Retail

As we progress into March 2014, the Indian retail industry is witnessing a significant shift as consumers increasingly express their desire for personalized experiences. This means brands must serve, empower, listen to, and truly know their customers. The landscape is changing dramatically through new consumption patterns and multi-channel engagement. Success now hinges on collaboration rather than sheer size. Retail leaders must focus on understanding and owning the customer journey, ensuring the buying experience remains unique and valuable.

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Empowering a Customer-Centric Future in Indian Retail

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Presentation Transcript

  1. Welcome! March 2014

  2. Consumers are increasingly saying that the Future is about ME Serve me Empower me Listen to me Know me

  3. 5 pointers to Indian retail industry • Consumers are changing • Consumption patterns are changing thanks to channels • Borders are breaking • Size is no guarantee for success • The industry can thrive only by collaborating

  4. Things to think about : Purchase process “Found it. Can you pay for it…?” New purchase paradigms – through multi channel.

  5. Winning in the market place Knowing the customer Owning the customer Not permitting the buying experience to be commoditized Balance between Influencer / Payor / Customer

  6. RAI’s Key Focus Areas

  7. Retail Leaders Welcome!

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