Recently, I went furniture hunting for an apartment and zeroed in on a reputed retail brand that I felt offered value for money in terms of pricing,quality and aesthetics. It is promoted by one of India's oldest business groups and I feel they surely have hit a sweet spot and big opportunity for reasonably priced, quality and contemporary furniture with the brand.
The brand experience up to the point of selecting the furniture and paying for it was satisfactory, and in line with most brands in the segment.
However, the delivery experience was nothing to write home about. I am sure most of you have experienced this often, being kept waiting for hours on end, constantly postponing meetings and other appointments in the fear that the elusive delivery man would drop in any moment and if I miss it, meant another day of the same! On contacting the store was given the number of the transporter and requested to contact him directly (another Indian practice). On enquiring his whereabouts,I got a response that he was at the Airport,doing an urgent delivery, and would be at my place in an hour and a half!! This is after having waited for more than two hours and countless assurances from the store that they were on their way and should reach any moment!
Isn't it about customer's time valued as much as his money? Such an experience seems to plague almost every retailer that offers delivery as part of its value proposition. Would it not be a better customer and brand experience, if deliveries were made on time and efficiently? Delivery is the second last touch point of the brand with the customer, the last being the assembly.
It may seem a SMALL matter but there are plenty of small stuff that add up to creating a BIG impression and brand experience. Some of them include
The brand experience up to the point of selecting the furniture and paying for it was satisfactory, and in line with most brands in the segment.
However, the delivery experience was nothing to write home about. I am sure most of you have experienced this often, being kept waiting for hours on end, constantly postponing meetings and other appointments in the fear that the elusive delivery man would drop in any moment and if I miss it, meant another day of the same! On contacting the store was given the number of the transporter and requested to contact him directly (another Indian practice). On enquiring his whereabouts,I got a response that he was at the Airport,doing an urgent delivery, and would be at my place in an hour and a half!! This is after having waited for more than two hours and countless assurances from the store that they were on their way and should reach any moment!
Isn't it about customer's time valued as much as his money? Such an experience seems to plague almost every retailer that offers delivery as part of its value proposition. Would it not be a better customer and brand experience, if deliveries were made on time and efficiently? Delivery is the second last touch point of the brand with the customer, the last being the assembly.
It may seem a SMALL matter but there are plenty of small stuff that add up to creating a BIG impression and brand experience. Some of them include
- Politeness and Motivation
- Body language and Attitude
- Focus and alertness
- Product knowledge
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