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Papers by vijay kulkarni
Customer Expectation Management in Convenience Stores Format in Organized Retail in India
In today’s competitive environment only the best survives. To survive and grow, the retailers nee... more In today’s competitive environment only the best survives. To survive and grow, the retailers need to strategize their operations to ensure customer delight, repeat purchases and increase in profitability. The key to achieve this objective is to give exemplary shopping experience and convert the customer from browser to a spender and to a big spender. It is an integrated approach wherein all the components of retail mix work in unison and deliver the ultimate experience to the customers. Customer Expectation Management (CEM) is a program to enable large and complex organizations to deliver a financially optimal customer experience, resulting in increased customer loyalty and hence superior growth and financial performance (Enzminger, 2005). This study focuses on the role of various factors (availability of various products, quality of the products, stores atmospherics, pricing, working hours, behavior of employees, etc.) to deliver superior customer experience and isolates the factors which the customers consider as important while shopping in a retail chain grocery store.
The study is about customer perceptions about customer experience practices of Barista vs. Cafe
Customer Expectation Management in Convenience Stores Format in Organized Retail in India
In today’s competitive environment only the best survives. To survive and grow, the retailers nee... more In today’s competitive environment only the best survives. To survive and grow, the retailers need to strategize their operations to ensure customer delight, repeat purchases and increase in profitability. The key to achieve this objective is to give exemplary shopping experience and convert the customer from browser to a spender and to a big spender. It is an integrated approach wherein all the components of retail mix work in unison and deliver the ultimate experience to the customers. Customer Expectation Management (CEM) is a program to enable large and complex organizations to deliver a financially optimal customer experience, resulting in increased customer loyalty and hence superior growth and financial performance (Enzminger, 2005). This study focuses on the role of various factors (availability of various products, quality of the products, stores atmospherics, pricing, working hours, behavior of employees, etc.) to deliver superior customer experience and isolates the factors which the customers consider as important while shopping in a retail chain grocery store.
The study is about customer perceptions about customer experience practices of Barista vs. Cafe