reliancedigital-140102074919-phpapp01.ppt

7/24/2019 reliancedigital-140102074919-phpapp01.ppt

1/32

Consumer & Brand

Experiencebeyond BrandCommunications .


2/32

Consumer experienceis the sum of all experiences aconsumer has with a business, over the duration of theirrelationship. From:wareness

!iscoveryttraction"nteraction#urchase$seCultivation

dvocacy

"t is an inte%ral to etail 'ar(etin% and now practicallyentails all Brands .in the Era of ) Experiential 'ar(etin% )..

*hat really is ConsumerExperience +


3/32

Consumer Experience 'odel etail "ndustry

Experience !imensions

ccessibility

eputation

ccountability

Flexible

EmployeeEmpowerment

-ervice !elivery

#ersonalttention

Functional !imensions

-ervice uality

esponsivness

ConsumerExperienc

e"f positive

Repeat/Loyal

consumers


4/32


5/32


6/32

t eliance !i%ital, you %et to touch, try and feel every productbefore you ma(e your decision.

/he specially desi%ned Experience 0ones 1for hi%h2endentertainment systems li(e home theatres, televisions, homeand car music systems3 simulate exact conditions tofamiliari4e you with your product.

/he trained sta5 will be only too happy to understand andadvise on the optimum choice of products meetin% your needs.

*hat more, eliance !i%ital is bac(ed by eliance es, theservice arm that is available for support all 6 days and fully%eared to provide end to end solutions.

For more information, lo% on to www.reliancedi%ital.in
http://www.reliancedigital.in/http://www.reliancedigital.in/


7/32

etail esearch to "dentify the

construct of ConsumerExperienceparameters in a /echnolo%y

etail Context


8/32

QUALITATIVESURVEY

EXPERT GROUP

DISCUSSION

QUANTITATIVE

SURVEY

COMPARITIVE

STUDY

Purpose

To find out and listdown theParameters definingConsumerExperience

To form aHypothesis on theRanks of theParameters ofConsumerExperience

(i) To test theHypothesis formedafter the ExpertGroup iscussion(ii) To assign!eightages to theparameters

To e"aluate theConsumerExperience #core forRR$ #tore "is%&%"isCroma and identifythe areas forimpro"ement

RR$'Exit nter"iews *+Home nter"iews ,+

Croma'Exit nter"iews -./i0ay #ales'Exit nter"iews -.

RCP #taff '(at 12%3usinessCenter4 RCP)

RR$5uestionnaire#ur"ey inside

the #tore

RR$'Exit nter"iews 6*Croma'

Exit nter"iews ,+/i0ay #ales'Exit nter"iews --

Consumer

3ase

130 9 100 682ge'3etween 61 ..years

2ge'3etween 61 ..years

2ge'3etween 61 ..years

2ge'3etween 6+ ..years

Gender'7ale --89emale --

Gender'7ale 89emale +

Gender'7ale 869emale :

Gender'7ale ;*9emale -

7arital #tatus'7arried *:


9/32

Ambience -tore is 9u%e

-tore is -pacious ;ot too Crowded

-tore is Beautiful


10/32

/he (ey parameters of Consumer experience in atechnolo%ydi%ital store are as follows

Pre Purchase Support -ta5 is Courteous

-ta5 is Friendly

-ta5 is 9elpful Co2operative /here is enou%h sta5 to attend


11/32

Post Purchase Support !elivery was on time 1as preferred by the customer3

!emonstration is on time and it was conducted properly

"nstallation was on time, without hassles and was doneby experienced persons

epair -ervicin% eplacement is done at the store itself

Complaint 9andlin% #ractice is simple and e?cient

Commitments are (ept



12/32

Product & Pricing vailability of product details

Freedom to /ouch & Feel

/ransparency Fairness Competitive #rices

#romotions & >5ers

E'" Facility

Choice of Brands 'odels ssortment of #roducts



13/32

Other facilities estrooms are properly mar(ed

Escalator @ift is provided

Facility is provided for old people to sit and relax ld #eople are o5ered water

>nline >rder #hone >rder can be placed

#roper #ac(a%in% is provided 1not a carry ba%3

@ocational Convenience


14/32

Consumer Experience in the /echnolo%y etailContext

>verall A (ey Broad #arameters

. Choice of Brands'odels

. ssortment of #roducts

D. Freedom to /ouch and feel. #romotions & >5ers

. Competitive #rices

G. @ocational Convenience

6. "n store mbience

A. #re #urchase -upport


15/32

eliance !i%ital vs Croma ratin%s


16/32

9ow external facade appears to the

consumers


17/32

EndCap !isplay &

'erchandi4in%


18/32

Easy ;avi%ation from one Hoor to another


19/32

Iibrant Colourful exteriors


20/32

eliance es8 !elivery


21/32

Easy cash counters


22/32

ccessory sellin%


23/32

#roduct -B$Js clearly "denti7ed


24/32

Consumer friendly product

merchandisin%


25/32

"n -tore ctivations & events


26/32

@C! display *ide an%e


27/32

9ome theatre experience for the

customers


28/32


29/32

*e care


30/32

/@ #ress !: promotions &o5ers


31/32

www.reliancedi%ital.in


32/32

#eshwa charya

Contact KD LDA

#eshwa.expertM%mail.com
mailto:[email protected]:[email protected]

reliancedigital-140102074919-phpapp01.ppt

Documents