Considering of service sector's organised retail sector, Customer Service Rules. If a customer walks in any branded store, his or her expectations are from the quality of the product he/she will be buying rather than more on Offers & Discounts. And its not like tat only, it will depend on person to person. but in the end Customer Service slightly scores more than other factors because this is only the place where everything matters & makes difference. CS is to make the consumer aware that he is now a Customer and a good Visual Merchandising along-with a salesman in a proper attire, smiling, greetings and assisting properly does that.
By
JOGINDER SINGH CHANDNANI, MMS Student (IES MCRC, Bandra)
| 04 05 2012 07:17:08 +0000
People use to pay for the quality of service they get. If you are not providing quality service to the customers then you can`t survive merely on the basis of discount. No doubt discount attracts customer but they don`t want it at the cost of service.
By
Saquib Alam, B.A (sociology), BRA Bihar university
| 01 14 2012 12:37:37 +0000
I believe, customer service would work to the seller's optimum in an "emotion friendly" country like India. Give the customer a value-added service, add a ton of smiles, and involve his family in all this, I'm sure you've won his heart!!!
By
Muskaan Mulchandani, Faculty, Core Business School
| 01 14 2012 07:05:44 +0000
Do we need a argument on this.
By
Vinoy Scaria James, Tour Consultant., Guiders Mission Tours & Travels
| 08 07 2011 08:36:52 +0000
Discounts are to attract the customers, good customer service is to sustain the customer base. If the customer service is not upto the expectations, customer may not turn to the store again. In the long run it is the customer service to keep the customer base intact and not the marketing gimmicks.
By
Srinivas suravajhala, Asst. Manager.
| 08 06 2011 09:26:41 +0000
Of course,better customer Service. Discounts can at best attract a customer only one- first-time without good product or service. For Discounts coupons and similar campaigns to be effective a lot of innovation is necessary which is mostly missed in many organisations resulting in ending as another ritual completed. how many can even identify their frequent customer.
By
Ravindra Sharma, Managing Consultant, CHEF-India
| 08 06 2011 06:45:53 +0000
Customer experience is ehanced only with the help of a good customer service, pricing becomes secondary. Take the examples of customer service in the case of airline industry - you make a comparative on ONTIME service. Now if Kingfisher is willing to dish out ontime service irrespective of the seats being booked or not, people are willing to travel even if their prices are almost twice that of spice of indigo or go air. Similarly, in case of other comfort segment like cars, you are willing to subscribe to the service, irrespective of the prices if you are attracted to what is being catered or how it is catered to. That is the real product differentiation that you are looking at, pricing becomes a secondary factor.
By
AMISH , Writer - Administrator
| 08 06 2011 06:21:51 +0000
The company exists because of its customer. If you give a good service, the customer will be ready to pay more in return as well.
By
Paul James, Job Consultant, ESS
| 08 05 2011 12:16:24 +0000
Customer Service!! But again one must realise that discounts, sales and coupons are just a part of the gimmick that the product plays on the consumer minds for higher purchases, consumer engagement and word of mouth for the brand. What you have given for a debate here Meena is just an enhancement of a brand does to retain its loyalists!! The debate would have been a lot more interesting if you had Customer Experience against cost / prices of the product. Purely my suggestion. Thank you
By
Makrand Bhave, AGM - Corporate Business, E18, part of Network 18 Group
| 08 04 2011 02:59:40 +0000
Better service. Poor service will kill you after the discounts are forgotten
By
John Hill, Sales Head, Hunter Stuckey Marshall
| 08 03 2011 13:26:57 +0000
service
By
Kishor C. Chaudhari, Asst. Manager, CMI FPE Ltd.
| 06 08 2011 15:08:53 +0000
sales, discounts and coupons are only a part of overall customer experience. Customer exp builds with many individual steps and experiences. Enhancing customer experience is enhancing these minute activities.
By
Amit Kumar, Program Manager, EduMark Realty Education Services
| 06 05 2011 12:20:34 +0000
The organization is said to be good customer relation means having better customer service.
By
pragati parihar, MBA/PGDM student, banasthali university,jaipur
| 06 04 2011 16:11:30 +0000
meena , i agree with u.
By
puneet , Manager Admin
| 06 04 2011 11:35:19 +0000
Thanks,Meena,i agree with your argument. Customer service is the first and foremost.
By
Mohammad Bakhsh, Consultant(Civil), Rail Vikas Nigam Limited
| 06 04 2011 10:42:27 +0000
of course SERVICE....... discounts r fake figures..... offers are not value added...SERVICE z the only thing which after experiencing costumer can get satisfied....
By
Kishor C. Chaudhari, Asst. Manager, CMI FPE Ltd.
| 06 03 2011 15:10:55 +0000
Its all about making customer happy else he will not return back again
By
Awadhesh Kumar Shah, Sr. Export Executive, Techno International Services (Unitech Group)
| 06 03 2011 13:05:59 +0000
I feel it depends on the format of the store, Big Bazaar is a hypermarket store if you go to Shopper Stop or Lifestyle you will clearly see the difference. The name itself is Bazaar, you would not see 24x7 sales promotions in a department or speciality store. Most of the customers prefer cash discount more than anything else thats why BigBazaar does good sale though customer service in my field is very important so i would support Customer Service.
By
Mohan Murari, Marketing Manager, Confidential
| 06 03 2011 12:28:56 +0000
MANUFACTURES DECLARED THAT THEY ARE ALWAYS ORIENTED TOWARDS CUSTOMER. BUT BUYING A QUALITY PRODUCT IS ALWAYS A VERY DIFFICULT PREPOSITION.. I FOR ONE SUGGEST THAT MARKETING STARTS WITH CUSTOMER AND WITH CUSTOMER.
By
sudhakar , BUSINESS CONSULTANT
| 06 03 2011 09:39:25 +0000
Though I'm posting on this side, I'm for both sides. It all depends on your customer profile and the pain point (to be derived from observation/research): If the customer's pain point is the high price of the service/product then a discount may really improve the experience. Example a newly launched gadget which your target segment wants to buy but is unaffordable because the economies of scale haven't been reached. So you have an inaugural discount based on some criteria (e.g. quiz show, etc) which correctly identifies the most knowledgeable people within your target audience, who are supposed to be the leaders and the influencers. You excite them and improve their customer experience. If the customer pain point is the service then obviously you have to improve it -- no two ways about it.
By
Shahnawaz Islam, PR & Media Relations Manager, National Institute of Smart Governance
| 06 03 2011 08:56:39 +0000
Eying a long term relation with the customer is a key to success. A business cant survive merely on short term strategies. Customer service and Customers' preference goes hand in hand.
By
Deepak Arora, Financial Analysis and Reporting, Mideast Integrated Steels Ltd.
| 06 03 2011 08:43:38 +0000
Customer Service is what sets you apart from your competition in any market. Yes, for short gains over competition and to generate footfalls, to introduce a new product or service or even a new outlet in the market, Marketers do use avenues of Sales, discounts, coupons, etc, but these need to be used judiciously. These promotional strategies are used and are beneficial only for a short duration or as campaigns. Consumer loyalty will only be achieved by genuine and excellent Customer Service. Practically everyone is giving good products of similar quality. The malls and hypermarkets which are coming up also have more or less similar ambience, but what will set each one apart from the competition is CUSTOMER SERVICE.
By
Prashant Welling, Partner/Principal/VP, Innotech Enterprises
| 06 03 2011 08:01:19 +0000
its about customer service indeed.
By
Visakh P V, Freight Service Agent, FedEx
| 06 03 2011 07:41:40 +0000
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If we talk about special Big Bazar then i would like to say that sales, coupon and discout. Because the the strategy of Future group is almost going to sales, discount-coupon. For Big BAzar special campaign " Hafte ka sabse sasta din- Wednsday" And every wednsay the ad is coming with huge price strategy, discount strategy. Not only Big bazar but the other retail like Future bazar, brand factory,pantaloon, ehtnicity, central mall etc. The strategy of future group are almost same in every aspects. And we talk about customer service , every retail mall are update with customer service, they are trying to make it more and more better. In retail sector customer service is very important, customer always teach you and we are learning many things from our customers. Enhancing customers in todays scenario is all about sales, coupon,discount etc. Thanks Meenaji for referal...
By
Virag Shah, Confidential
| 06 03 2011 15:29:31 +0000
Customer experience is the one that you drive him feel that the shopping is special & offer an environment where he feels that he is totally not in shop but in a normal , casually concerned about him & his followers. This is what I feel. So , customer service is the inbuilt service of any business where as Customer experience is very different that the business need to drive at.
By
KALIYAMOORTHY , Oil & Gas Area Coordinator, Undisclosed
| 06 03 2011 13:21:17 +0000
The situation is such even if Big Bazaar want to extend customer service they will not be able to do so since the main concentration of staffs are on sales, customers concentration is on discounts and coupons. Habits die hard and it will really be a tough call to change the attitude of staffs.
By
Rathin Deb, Advisor and retail consultant, currently as Branch Manager, Tower Infotech Ltd
| 06 03 2011 11:57:21 +0000
Hey Ms. Meena Deshmuk, In some shops, the Customer Experience of Purchase is enhanced through Discounts & Coupons. I saw a shop where you buy a thing more than KD50/, YOU ARE OFFERED A COUPON TO ENTER INTO A DRAW FOR World Luxurious Sports Dream Car. There are 5 such draw in a month & different kind of models are in display. If not all, a few ,really experience the thrill of buy , just by owning a Sports Car. Is it not the way of enhancing the Customer experience?.
By
KALIYAMOORTHY , Oil & Gas Area Coordinator, Undisclosed
| 06 03 2011 08:10:31 +0000
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