Where are The .......

............Customers ,Some retailers are asking this question , thankfully they are currently in the minority in India , if you have got your location ,the people fit right , store value proposition clearly defined ,backed with a strong loyalty program ,you will have time for your hair to grey ! otherwise it will be tough luck .

Most Indian retailers have time to get their act right , as the % of customers using modern retail is very low , dont have numbers on this , but would be auseful number to know

Customer is a ghost for most Indian retailers ( maybe the same for all Indian Service companies ) ,who appears once in a while and creates /or demands more

Loyalty program is a thing of boardroom discussions but no action , isnt it surprising that the only one of note is the First citizen program of shoppers stop which has evolved to a great extent , lifestyle's inner circle is also on a roll , surprisingly the Pantaloon group doesnt have one yet !!

The Customer is not always right , but the customer is always important ! not many Indian retailers drive this !

Customer understanding is the Key to success of any Retailer as long as there is time spent in understanding them , changing to their needs and rewarding them , then i guess it will be a smooth ride , the ghosts of Customer will not frighten you !!