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Shivaram
Eric Schmidt, Chairman, Google, recently in India
Companies, big and small are forever promoting their business through newspapers, TV ads and everything else in between. With competition doing more or less the same, the companies are adding more money to their marketing budgets, more money to their inventories .
Yet, Let us come straight to the point. Customer Service is uniformly a big challenge to deliver across the country, whether it is a big hotel or a small Coffee Shop. Like a Optical Store owner told me today, the customer knows more about the product today than I can know. He not only browses the net frequently, he also compares brands, services before making a decision...
Old School of Business
Why is customer service, such a challenge ? This is primarily because, the fundamental belief of management, is why train a person, if he is going to leave for a salary hike. At least the inventory is mine, and hopefully all the money that is spent on marketing will result in business some day.
But ask any retailer, the walk in to conversion ratios are any where between 20 to 50 % . What does it mean.. ?
A typical Consumer Durable retailer would have spent about Rs. 300 to get a customer into the store. A e-commerce retailer today spends about Rs. 800 to get a customer to click on their website. Yet, only 30 people who come to the store make a purchase at all..
If only, companies made the customer service better, chances are the customer will purchase the product for which he came, or at least a nearest alternative. Gone are the days, when customers just went window shopping for the sake of spending and seeing things. Today they have the money to buy !
Understanding the Salesman Psyche !
Today, a mobile phone is an addiction and a entertainment center combined for him. Often, an entire month's salary of Rs. 15,000 is spent on the latest mobile phone... Yet, this is a underutilised device in the hands of both the salesman and the company in improving his retailing skills and improving his lifestyle. Don't believe us, just Google retail training under Google play or the internet and you will be surprised to find hardly any content that is suitable for the Indian market.
Opportunity for you !
To preciously address this vast and under served market, we are building India's first mobile application based retail staff training module for various industries, on a pay per use model. Some thing like a prepaid currency. If the retailer finds the content useful, he will continue to buy new currency, if not, he will just stop.
We are looking for content developers, mobile app feature plug ins etc to build this nascent industry.
If there are veteran retailers who would like to share their immense knowledge developed over a life time of hard work, this is the place to share them and earn while doing it all from the comfort of your homes! or offices.
We are also looking for translators of content into multiple languages, both text and in future in audio as well.
Looking forward to hearing from you all about your views on customer service, and your own interest in contributing to this evolution in the mobile app ..
Thanks
Shivaram
Founder
Retailgurukul.com
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3 comments:
Yes, the current challenge for e commerce companies is this :-
The help desk is manned by people who are only able to read out the price, delivery time etc, but not the nuances of the product, which is the special feature in this vs another product, that the customer might be looking for.
Until this service is provided by E commerce companies, they will continue to only compete on price and like we have seen, price alone will not be sufficient to retain customers and customer service will being to play an important role in the business.
Dear Anonymous I respect your planning what you are thinking to do. You should advertise in news paper as well as in web. Hoping your problem will be solved very soon. Best of luck.
Espn app
Anyone has checked IO 2013 any nes reagrding Mobile Apps?
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