Customer Experience Management in the Detailing Industry
Kapil Bansal
Dr. Kapil Bansal, Assistant Professor, Institute of Business management, GLA University, Mathura, India.
Manuscript received on January 02, 2020. | Revised Manuscript received on January 15, 2020. | Manuscript published on January 30, 2020. | PP: 924-929 | Volume-8 Issue-5, January 2020. | Retrieval Number: E5667018520/2020©BEIESP | DOI: 10.35940/ijrte.E5667.018520
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© The Authors. Blue Eyes Intelligence Engineering and Sciences Publication (BEIESP). This is an open access article under the CC BY-NC-ND license (http://creativecommons.org/licenses/by-nc-nd/4.0/)
Abstract: Retailing, also popularly known as ‘detailing’, is becoming the blue-eyed sector of the emerging neo-liberal economy, generating revenues of approximately US$125 billion and is expected to get double to US$ 250 billion by 2020 from US$125 billion as of April 2017. For attracting the customers, organized retail stores need to be crème de la crème in terms of generating the value and differentiate their outlets from other unorganised retail stores. ‘Retail is Detail,’ so, organized retail players have to manage the customer experience and need to target the markets in best possible ways. This study analyzes the various factors that determines the customer experience in retail outlets. Also, the paper establishes some strategies for customers. Thus, implications are drawn for retail stores, as a result of the analysis and interpretation done.
Keywords: Detailing, Customers, Economy, Organized.
Scope of the Article: Data Management.