In-store Customer Experience (CX) for Electronics & Personal Technology space in India.
In a post Covid-19 retail environment, when we are reassessing human interactions, an increased investment in consumer behavior and subsequent CX technology has helped organizations sustain brick-and-mortar store formats. Increased consumer engagement is acheived by creating real-life immersive experiences that are memorable, thereby creating a sense of brand loyalty and customer retention. Reimaging mere transactional stores as experience centres has become more vital than ever. Creating a seamless omnichannel bridge to have a symbiotic relationship between the online and offline stores is essential to have a holistic brand experience.
In a space such as Personal Technology in India, personalization is a powerful tool for customer retention, given the diverse user base and needs. It is primary to have the above mentioned immersive CX to educate the consumers of the varied product ecosystem and attend to each consumer's unique needs. Creating oportunities for interaction between the Customer Service Representatives (CSRs) in the store and the consumer would act as a catalyst for the same.
In this project, we aim to reassess Dell's in-store experience and realign it to the present day retail framework.
