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Customer Experience - The New Operational Excellence

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Eliminating Friction in Fashion Path to Purchase

Based on a survey of almost 2508 consumers across 108 brands and 9 sectors in the Indian market, the report identifies which brands consumers ranked highest for customer experience excellence. Brands were ranked across The Six Pillars of Customer Experience Excellence to identify the leaders across- Personalisation, Integrity, Expectations, Resolution, Time & Effort and Empathy. The report further states that with India having an incredibly diverse population, brands have to cater to a wide range of customers from a plethora of backgrounds, cultures and varying sensibilities. The winners are those organisations, which appeal to a customer’s core values, score high on the integrity quotient and reduce friction in the transaction cycle.

  Published by: KPMG 

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Retailers Association of India (RAI) is the unified voice of retailers in India. A not for profit organization, RAI works with all  stakeholders for creating the right environment for the growth of modern retail industry in India.  Read More.

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