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Monday 08:00 - 18:00 Tuesday 08:00 - 18:00 Wednesday 08:00 - 18:00 Thursday 08:00 - 18:00 Saturday 09:00 - 15:00 Sunday 08:00 - 18:00

UMESH

Retail Business Professional and CX Practitioner with 22 yrs. of exp. Worked with 100+ retail brands for their physical growth.

Here to extend my experience and knowledge to help & mentor start-up or/and existing retailers/brands in their growth journey.

25/12/2022

Wishing everyone a blissful, magical and Merry Christmas

23/09/2022

Only 5 days left till our LIVE Session about "Creating outstanding Customer Experience offline".

In the session we'll be speaking about some of the pressing questions about this topic and also discuss the challenges faced by retailers and retail brands in formulating a winning CX strategy for their physical retail locations.

If this feels interesting to you, please join me and other experts on the session by registering using the link below:

https://www.linkedin.com/feed/update/urn:li:activity:6976105774448050176

See you there.

31/08/2022

It always feels enticing when someone approaches you to talk about your personal and professional life!!!! I had this privilege a few days back when uaetimes.ae (A Gulf News Paper) approached me for the same through a common friend (Thanks to Mr. Manazir Abbas).

I have been in the since 2007 when I first came to as an employee for a large Retail Conglomerate and since then it has become my second home. This country has given me everything I have - personally and professionally so It was a nostalgic experience.

Adding to that, in the past 15 years, I have grown as an outright Retail professional and Customer Experience (CX) practitioner. I feel humbled, grateful and blessed to have contributed to the Retail Industry, Retailers and Retail brands in this journey.

Thanking everyone who supported me during this phase and also grateful to those who have committed to be there for the next 15.

Please feel free to give it a read using the link below:

https://uaetimes.ae/a-step-towards-the-future-of-retail-design-know-more-about-umesh/

25/08/2022

Agree? Please leave with your comment below.

24/08/2022

𝐆𝐞𝐧𝐞𝐫𝐚𝐭𝐢𝐧𝐠 𝐭𝐫𝐚𝐟𝐟𝐢𝐜 𝐢𝐧 𝐁𝐫𝐢𝐜𝐤 𝐚𝐧𝐝 𝐌𝐨𝐫𝐭𝐚𝐫 𝐫𝐞𝐭𝐚𝐢𝐥 𝐭𝐡𝐫𝐨𝐮𝐠𝐡 𝐂𝐗?

We have seen unprecedented growth of digital shopping channels in the past few years which is predicted to keep growing further. This is mainly driven by the exponential growth of mobile handset usages. Customers have been benefitted in terms of researching products, checking recommendations and ultimately taking a decision to buy/abandon.

It has also challenged the existence and continuity of the "𝐏𝐡𝐲𝐬𝐢𝐜𝐚𝐥" Retail Stores (also referred as "𝐁𝐫𝐢𝐜𝐤 𝐚𝐧𝐝 𝐌𝐨𝐫𝐭𝐚𝐫"). The question raised is -"𝐇𝐨𝐰 𝐝𝐨𝐞𝐬 𝐚 𝐛𝐫𝐢𝐜𝐤 𝐚𝐧𝐝 𝐦𝐨𝐫𝐭𝐚𝐫 (𝐏𝐡𝐲𝐬𝐢𝐜𝐚𝐥) 𝐫𝐞𝐭𝐚𝐢𝐥 𝐬𝐭𝐨𝐫𝐞 𝐬𝐮𝐫𝐯𝐢𝐯𝐞 𝐢𝐧 𝐭𝐡𝐢𝐬 𝐬𝐜𝐞𝐧𝐚𝐫𝐢𝐨"?

In my POV, the only way to deal with this is to - "𝐄𝐧𝐡𝐚𝐧𝐜𝐞 𝐭𝐡𝐞 𝐂𝐮𝐬𝐭𝐨𝐦𝐞𝐫 𝐄𝐱𝐩𝐞𝐫𝐢𝐞𝐧𝐜𝐞 𝐭𝐡𝐞𝐲 𝐚𝐫𝐞 𝐨𝐟𝐟𝐞𝐫𝐢𝐧𝐠 𝐭𝐨 𝐭𝐡𝐞𝐢𝐫 𝐜𝐮𝐬𝐭𝐨𝐦𝐞𝐫𝐬 𝐚𝐜𝐫𝐨𝐬𝐬 𝐚𝐥𝐥 𝐭𝐡𝐞 𝐜𝐡𝐚𝐧𝐧𝐞𝐥𝐬 𝐭𝐡𝐞𝐲 𝐚𝐫𝐞 𝐩𝐫𝐞𝐬𝐞𝐧𝐭 𝐚𝐭".

Let me explain how this can be achieved:

👉 𝐏𝐚𝐢𝐫 𝐭𝐡𝐞 𝐃𝐢𝐠𝐢𝐭𝐚𝐥 𝐚𝐧𝐝 𝐒𝐨𝐜𝐢𝐚𝐥 𝐄𝐱𝐩𝐞𝐫𝐢𝐞𝐧𝐜𝐞

Customers are looking for a seamless experience across the channels, so one primary requirement for the retailers/brands is to adopt the best of both worlds and offer a "Combined Phygital" experience. This is to combine technology, convenience, speed, availability, pricing, personalisation, feeling of belonging and exceptional customer service amongst many other aspects.

👉 𝐔𝐬𝐞𝐫 𝐞𝐱𝐩𝐞𝐫𝐢𝐞𝐧𝐜𝐞 𝐚𝐧𝐝 𝐅𝐮𝐥𝐟𝐢𝐥𝐦𝐞𝐧𝐭

The stores can no more function just as a place to display and sell products/services to customers. They need to be repurposed to be considered and used as fulfilment centres. This allows the customers to touch, feel and experience the products. It also let them collect their online purchases and the sellers/marketplaces can use the store as fulfilment centres.

👉 𝐃𝐚𝐭𝐚 𝐚𝐧𝐝 𝐏𝐞𝐫𝐬𝐨𝐧𝐚𝐥𝐢𝐳𝐚𝐭𝐢𝐨𝐧

The floor space must also be utilised for personalised offerings which are based on customer data, in terms of their buying behavior, product preferences and demographic information, collected through their digital impressions on your digital channels .

👉 𝐕𝐚𝐥𝐮𝐞 𝐏𝐫𝐨𝐩𝐨𝐬𝐢𝐭𝐢𝐨𝐧

Customers are looking for value in whatever they buy. This behavior could be utilised to optimize the value of a physical store by ensuring that the customers are able to touch, try, feel, taste, smell the products and services. The store can take advantage of available technologies to know who the customer is when they enter. Accordingly provide them products offerings considering the value they are looking for from you.

I understand that this is a vast subject and can't be dealt by a few strategies but a start can be made to drive traffic and then extended.

What say? Please leave with your comments below.

22/08/2022

It was an honour to receive the "𝐄𝐦𝐞𝐫𝐠𝐢𝐧𝐠 𝐂𝐮𝐬𝐭𝐨𝐦𝐞𝐫 𝐄𝐱𝐩𝐞𝐫𝐢𝐞𝐧𝐜𝐞 𝐏𝐫𝐚𝐜𝐭𝐢𝐭𝐢𝐨𝐧𝐞𝐫" award during the "𝐄𝐦𝐢𝐫𝐚𝐭𝐞𝐬 𝐁𝐮𝐬𝐢𝐧𝐞𝐬𝐬 𝐂𝐨𝐧𝐜𝐥𝐚𝐯𝐞 𝐚𝐧𝐝 𝐄𝐱𝐜𝐞𝐥𝐥𝐞𝐧𝐜𝐞 𝐀𝐰𝐚𝐫𝐝 𝟐𝟎𝟐𝟐" event held in Dubai (UAE) on 21st Aug, 2022.

I'm thankful to the Global Business Federation, Chairman Mr. Chandrasekhar Bhatia and CEO- Mr. Deva Solanki for this recognition. It was an amazing feeling to see so many other business owners come and receive excellence award for their respective contribution and achievement. I truly commend the organises' conviction in supporting and encouraging the businesses from India and UAE to do more in their respective industries and fields.

The award is also a vindication of my own conviction that creating "Customer Experience (CX)" strategies in organizations who are majorly driven by Price and Products, is only one way to succeed in today's competitive business environment and attain sustainable revenue generation.

19/08/2022

nvestment in implementing Customer Experience (CX) efforts and measuring their impact, is something which no organization should avoid. There are dual benefits for doing so:

𝐄𝐜𝐨𝐧𝐨𝐦𝐢𝐜 𝐁𝐞𝐧𝐞𝐟𝐢𝐭𝐬

In the long term this investment transforms into increased customer loyalty.

It creates the possibility of a virtuous cycle — greater customer loyalty leading to higher profits, higher profits enabling more overall revenue, and so on.

Organizations with that kind of accelerated economic benefits always have advantage over their competitors who are run by CFOs who hardly understand the long term benefits of such investments.

𝐈𝐧𝐬𝐩𝐢𝐫𝐚𝐭𝐢𝐨𝐧𝐚𝐥 𝐁𝐞𝐧𝐞𝐟𝐢𝐭𝐬

Majority of the organizations start with the belief that they would be impacting their customers' lives in the most positive ways.

This investment helps them know whether they’re succeeding or falling short, and why.

This will inspire the employees to improve their offerings and in return it helps the customers more.

However; this is very intangible benefit which the CFOs don't give a damn.

You might or might not agree with the above thought. Please leave with your comments.

17/08/2022

𝐂𝐮𝐬𝐭𝐨𝐦𝐞𝐫 𝐄𝐱𝐩𝐞𝐫𝐢𝐞𝐧𝐜𝐞 (𝐂𝐗) 𝐚𝐧𝐝 𝐕𝐨𝐢𝐜𝐞 𝐨𝐟 𝐂𝐮𝐬𝐭𝐨𝐦𝐞𝐫 (𝐕𝐨𝐂)

"𝐕𝐨𝐢𝐜𝐞 𝐨𝐟 𝐭𝐡𝐞 𝐂𝐮𝐬𝐭𝐨𝐦𝐞𝐫" (𝐕𝐨𝐂) as the name suggests is "Customer Feedback". It could be solicited or unsolicited. It's about listening to the customers. It's the feedback mechanism which is needed for an organization to understand what customers are saying, what their needs/wants are, what is the ssue they are facing, how they are enjoying/abhorring their products or services and many other such feedbacks.

In an organization's "𝐂𝐮𝐬𝐭𝐨𝐦𝐞𝐫 𝐄𝐱𝐩𝐞𝐫𝐢𝐞𝐧𝐜𝐞 (𝐂𝐗) 𝐒𝐭𝐫𝐚𝐭𝐞𝐠𝐲", VoC plays an all important role. It's the magic pill which can add to the CX and create league of loyal customers however majority of the organization while do the "feedback collection" as part of their broader CX strategy but hardly take any action which is a prrrequisite to "𝐂𝐥𝐨𝐬𝐞 𝐭𝐡𝐞 𝐋𝐨𝐨𝐩".

What I mean by "𝐂𝐥𝐨𝐬𝐞 𝐭𝐡𝐞 𝐋𝐨𝐨𝐩" - Taking action on customer's feedback (Good, Bad or Neutral) using one of the response mechanisms (eg. email, phone call, SMS, whatsapp, social media channels etc.) .

👉 "GOOD" feedback - Respond by Thanking the customers or you may also make personalised offers.

👉 "BAD" feedback - Learn what went wrong, what they were expecting, what advice they have to give and also tell them how you are attending to their feedback. inform them once the action is executed intyernally and the results must be visible in future dealings.

👉 "NEUTRAL" feedback - Speak to the customers and ask what they liked or disliked. Look for ways to improve the overall experience.

In reality, the GOOD feedbacks are appreciated and the BAD and NEUTRAL ones are not even responded or pushed "under the carpet". It happens because most of the Managers/Executives are interested in increasing the profits and reducing the cost for their own personal benefits. However they don't understand the "BAD PROFITS" they are encouraging by not closing the loop with the unhappy customers (BAD Feedback). unhappy customers are the ones who will BAD MOUTH and provide hindrance in capturing more market share.

In my view and to have a sustainable revenue growth, all organizations must create the internal ability to listen and respond to all types of customers. To do so they must not just rely on surveys but use mechanisms such as focus groups, direct feedback collection by calling customers, social media posts, product/service reviews, operational data etc. Further to this each feedback must be analyzed to get valuable actionable insights. The last step in the process is to take action and inform the customers who responded to take such an action.

This is the way to delight & amaze the customers while also making an attempt to an enhanced Customer Experience.

What say? Please leave with your comments below.

16/08/2022

Agree? Disagree? Please leave with your comments below.

15/08/2022

Bless the souls who sacrificed their lives for the Independent India.
I'm proud to be an Indian and wish every Indian a "Happy Independence Day".

13/08/2022

Agree or Disagree? Please let me know in comments below.

13/08/2022

𝐔𝐧𝐝𝐞𝐫𝐬𝐭𝐚𝐧𝐝𝐢𝐧𝐠 𝐌𝐚𝐬𝐥𝐨𝐰'𝐬 '𝐇𝐢𝐞𝐫𝐚𝐫𝐜𝐡𝐲 𝐨𝐟 𝐍𝐞𝐞𝐝𝐬' 𝐟𝐨𝐫 𝐛𝐞𝐭𝐭𝐞𝐫 '𝐂𝐮𝐬𝐭𝐨𝐦𝐞𝐫 𝐄𝐱𝐩𝐞𝐫𝐢𝐞𝐧𝐜𝐞' (𝐂𝐗)

American psychologist Abraham Maslow devised the "Hierarchy of Needs" theory. He created a pyramid with five categories of human needs, which he said, dictate an individual’s behavior. Although the theory was published almost 8 decades ago but it still stays true to its fundamental concept.

When we apply this theory from the modern customers' behavior point of view, we can say that they show a particular buying behavior for 3 simple reasons. Let's understand :

👉 𝐅𝐮𝐧𝐜𝐭𝐢𝐨𝐧𝐚𝐥/𝐁𝐚𝐬𝐢𝐜 𝐍𝐞𝐞𝐝𝐬 - Customers buy to fulfill their basic/functional needs such as Air, Water, Clothing, Food, Shelter, Communication, Financial security, Transport & Safety etc. They are part of the bottom two levels of Maslow's Hierarchy Pyramid.

Therefore; the best way to enhance CX is to market these products in the way that the customers could associate themselves accordingly because in any case they will buy those products to fulfill their basic needs for survival. Brands must not resort to unnecessary gimmicks for these products/services.

👉 𝐁𝐞𝐥𝐨𝐧𝐠𝐢𝐧𝐠 𝐚𝐧𝐝 𝐒𝐞𝐥𝐟-𝐄𝐬𝐭𝐞𝐞𝐦 𝐍𝐞𝐞𝐝𝐬 - Human beings are fond of creating an identity for themselves. They try to achieve this by bonding with family, friends, society, club, groups etc. And on a higher level, they also want to have self-respect, self-confidence, acknowledgement and indpenedence. All of this guides their buying behavior as they would like to buy from a brand which treat them individuals and create personalized products/services. By possessing a certain brand, they are able to make a social statement about their desired self-image.

Therefore; the brands have a great opportunity to enhance the CX through their promotions, packaging, and particularly through advertising, which show that they are meeting the above needs of the customers.

👉 𝐒𝐞𝐥𝐟 𝐀𝐜𝐭𝐮𝐚𝐥𝐢𝐳𝐚𝐭𝐢𝐨𝐧 𝐍𝐞𝐞𝐝𝐬 - At the top level of the pyramid, the supreme need of the humans is to "fulfill their full potential". They would like to be identified and philosophically or emotionally be connected with the attitude or the ethos that the brand represents (be it innovation, environmental concern, societal & governance issues etc.). We see it everyday in the behavior of the Millennials and Gen-Zers.

Therefore; the brands must look at having a revised purpose/promise of their existence in line with the self actualization needs of the customers. For this to happen they need to have a business-wide belief system that delivers the purpose/promise to the customers. This will not only make the customers feel connected with the brand but in the long run it will create customer loyalty, sustainable revenue growth and advocacy.

What say? Agree?Disagree? Please comment below.

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Address

Motor City
Dubai
9266

Opening Hours

Monday	08:00 - 18:00
Tuesday	08:00 - 18:00
Wednesday	08:00 - 18:00
Thursday	08:00 - 18:00
Saturday	09:00 - 15:00
Sunday	08:00 - 18:00

Telephone

+971551086104

Website

http://www.agarwalumesh.com/

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