India Retail News

It seems so far ago that retailers knew their loyal neighborhood customers 1:1, engaged them in conversations that held personalized meaning, and were able to enrich shopping experiences by providing information and offers that were relevant and valuable to their loyal customers, while they were in the store, shopping. From those early days of personalized shopping, the two-sided coin of business and technological advancements have spun and told its tale. This paper focuses on taking a critical look at the overall paradigm of loyalty with a dual ambition; first, to separate out transactional and strategic aspects of loyalty, so that the real "transformational" value can be focused on; second, to propose an interesting, easy-to-implement technology enablement idea that could unlock this value for the retailer, and for the loyal customer as well.