How To Attract & Retain Customers (As Seen on CNBC - TV18)Jan 17, 2012
|12.2% of the world consumers live in India. Of the retail sector that caters to them, 70% is unorganized. So in a country with such a massive consumer base there is little organization. How do you attract consumers - more importantly how do you retain them? With 1 billion people around, where does brand loyalty even fit in?|
According to Suvodeep Das, head of marketing at Kaya Skin Clinic, retaining a customer is easier than attracting a new one. "If a customer has come all the way to your store, if she has experienced our services and liked them, it is far easier for a retailer to retain them rather than look for new customers," he said.
On the other hand, Vinay Bhatia, senior vice president of marketing and loyalty at Shoppers Stop believes there is more than just retaining a customer. "It is going from just pure loyalty to retaining, and not just retaining but actually upgrading customers," he explained.