Creating a Relationship

On one hand brands spend huge sums of money, energy and manpower to market themselves as truly customer oriented, on the other they overlook "glaring" details that make a customer experience complete satisfaction.

Case in point : shoppers stop

Once upon a time this mall was a fav for the experience it provided. It was the ambiance which brought the footfalls and the exclusive merchandise that kept the sales up.

Flash to now ... you drive in to see huge boards of "Owners are responsible for parking here" plastered on all visible pillars at the entrance and the message doesn't leave you till you leave the parking lot.

Walk in.. lacklustre service.. same old merchandise ... ohh but they do have a loyalty program happening ..sigh!!