New Delhi, January 11: In the ever-evolving retail landscape, customer experience has become the linchpin for success. Retailers are increasingly focusing on creating seamless, personalized journeys that extend beyond transactions. From innovative in-store designs to robust online platforms, the retail sector is navigating a transformative shift to meet and exceed customer expectations. Join us as we explore the pivotal role of customer experience in shaping the future of retail, where every interaction is an opportunity to leave a lasting impression and build enduring brand loyalty.
Join Mr. Abhishek Saran Sharma who is the Associate Vice President at Kaya Limited in conversation with Mr. Marquis Fernandes who spearheads the India Business at Quantic India, as they delve into how to stay updated on the current trends, challenges and the innovation going on in the industry and also strategies as to achieving the high customer retention and loyalty.
Mr. Abhishek Saran Sharma is a dynamic and seasoned professional with over 17 years of experience in achieving service, revenue, and business growth objectives across diverse industries, including insurance, telecommunications, and retail. With deep knowledge of essential business drivers and a strong track record in establishing and retaining profitable accounts, Abhishek excels in marketing skills, churn management, and human resource and client management. His leadership has earned multiple awards for his exceptional people management. Abhishek is dedicated to finding new and innovative ways to enhance customer experiences and customer life-cycle management.
What is your personal mantra for keeping abreast of the latest trends, innovations, and developments within the CX industry?
“Being involved” Join industry associations, attend their events, take trainings and participate in online communities. Associations work hard to keep their members abreast of trends, so take advantage of their expertise.
And “Get out of the office”. Regularly go where your customers congregate–whether that’s the local restaurant row, mall or office park–and observe what people are doing, wearing and buying. The power of observing is immense
Could you provide insights into your approach in achieving high customer retention and loyalty?
In my point of view, it’s better to stay Away From KPI Tunnel Vision when thinking about retention, many get caught up in looking at LTV, loyalty, and other measures of long-term retention success. The problem is that they forget to pick a metric that is a leading indicator that can be evaluated on a shorter time scale to show progress My personal favorite metric for this is purchase frequency and/or time between purchases.
Other one is “Customer feedback” which is the most valuable tools you have to increase customer retention and Loyalty. If you want to know what is and is not working for your customers, it helps to hear it straight from the horse’s mouth.
Last is “Treat all the customers like a King”
What message or words of advice would you pass on to aspiring leaders looking to make a significant impact in the field of CX?
Put yourself in customer’s shoe then look forward and start the journey.
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www.quanticindia.com
marquis@quanticindia.com.
