reliancedigital-140102074919-phpapp01.ppt
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Consumer & Brand
Experiencebeyond BrandCommunications .
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Consumer experienceis the sum of all experiences aconsumer has with a business, over the duration of theirrelationship. From:wareness
!iscoveryttraction"nteraction#urchase$seCultivation
dvocacy
"t is an inte%ral to etail 'ar(etin% and now practicallyentails all Brands .in the Era of ) Experiential 'ar(etin% )..
*hat really is ConsumerExperience +
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Consumer Experience 'odel etail "ndustry
Experience !imensions
ccessibility
eputation
ccountability
Flexible
EmployeeEmpowerment
-ervice !elivery
#ersonalttention
Functional !imensions
-ervice uality
esponsivness
ConsumerExperienc
e"f positive
Repeat/Loyal
consumers
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t eliance !i%ital, you %et to touch, try and feel every productbefore you ma(e your decision.
/he specially desi%ned Experience 0ones 1for hi%h2endentertainment systems li(e home theatres, televisions, homeand car music systems3 simulate exact conditions tofamiliari4e you with your product.
/he trained sta5 will be only too happy to understand andadvise on the optimum choice of products meetin% your needs.
*hat more, eliance !i%ital is bac(ed by eliance es, theservice arm that is available for support all 6 days and fully%eared to provide end to end solutions.
For more information, lo% on to www.reliancedi%ital.in
http://www.reliancedigital.in/http://www.reliancedigital.in/ -
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etail esearch to "dentify the
construct of ConsumerExperienceparameters in a /echnolo%y
etail Context
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QUALITATIVESURVEY
EXPERT GROUP
DISCUSSION
QUANTITATIVE
SURVEY
COMPARITIVE
STUDY
Purpose
To find out and listdown theParameters definingConsumerExperience
To form aHypothesis on theRanks of theParameters ofConsumerExperience
(i) To test theHypothesis formedafter the ExpertGroup iscussion(ii) To assign!eightages to theparameters
To e"aluate theConsumerExperience #core forRR$ #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 *:
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Ambience -tore is 9u%e
-tore is -pacious ;ot too Crowded
-tore is Beautiful
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/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
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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
/he (ey parameters of Consumer experience in atechnolo%ydi%ital store are as follows
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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
/he (ey parameters of Consumer experience in atechnolo%ydi%ital store are as follows
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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
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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
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eliance !i%ital vs Croma ratin%s
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9ow external facade appears to the
consumers
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EndCap !isplay &
'erchandi4in%
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Easy ;avi%ation from one Hoor to another
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Iibrant Colourful exteriors
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eliance es8 !elivery
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Easy cash counters
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ccessory sellin%
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#roduct -B$Js clearly "denti7ed
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Consumer friendly product
merchandisin%
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"n -tore ctivations & events
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@C! display *ide an%e
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9ome theatre experience for the
customers
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*e care
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/@ #ress !: promotions &o5ers
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www.reliancedi%ital.in
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#eshwa charya
Contact KD LDA
#eshwa.expertM%mail.com
mailto:[email protected]:[email protected]