The definition of the customer experience has evolved and the bar has been raised. Successful customer-facing strategies today must go well beyond simply greeting guests at the door or creating enticing storefronts and online home pages. They require retailers to embrace a new Customer Excellence model that shows empathy for customers at every stage of the shopping relationship. In the coverstory of the July issue of IMAGES Retail, CEOs, whose company employees have won numerous accolades in TRRAIN Retail Awards, have shared their outlook on the role that Customer Service Excellence plays as a differentiator in modern retail.
Phygital, which is all about blending the physical and digital to create an ecosystem between the brand and consumer across the two worlds, is the biggest reality in the retailing world of this country today, opines Bhaskar Bhat, Managing Director of Titan Company Limited. He has exclusively penned down his vision for future in Retail in the ‘My Thoughts’ section.
Franchising business in India is expected to witness CAGR of 30% over the next 2 years. Keeping this in mind, in the article on ‘Retail Franchising: A Gat eway of Business Expansion’, we have tried to give our readers a perspective view of the business model from both the franchisor and franchisee.
Increasing business and leisure t ravels coupled with rising disposable income and organized retailing have led to increased demand for branded luggage in India. The ‘Dynamics’ section of this issue will provide an in-depth understanding of the luggage industry which is one of the fastest growing industry of India today
On a concluding note, I once again would like to remind our readers about the 2016 annual mega congregation of India Retail Forum, which is scheduled for 21st-22nd September at Renaissance Hotel, Mumbai. Stay tuned to upcoming issues of IMAGES Retail to get more insights on the business of retail.