The “Flip-Kart” mega sale tsunami saga continues! Will the real Mr.Bansal please stand up?

Ever since the FlipKart Mega Sale concluded and enough said on the huge revenue amassed by them and I was also amongst those to having received their regret letter and read a lot of frustrated online shoppers on social media who were not lucky enough to pick their choices in time!
Lets see what happened to those who picked the products well in time and seemed lucky ! I guess FlipKart didn’t spare them as well to turn good customers into bad ones 🙂

The worst recent posts on Facebook state that #Flipkart sends them a regret note to inform them that their courier partner was unable to deliver the order and hence they have taken the liberty to cancel the items and initiated refunds!
(Source :Anonymous & restricted)

The result :
1) Furious shoppers bad mouthing them again on forums!
2) Hashtags like #flipkartsucks #onebillionfools
3) Comments like ridiculous fake discount tags with cheaper prices.
4) Earning interest and buying time during the refund period week
5) No control over the courier/ logistics -Self or owned

Who gained in revenue Flipkart ..
Who gains long term? Amazon of course !

The overall negative sentiment is proving that all online shoppers are swearing to shop on Amazon and that tilts the #CustomerExperience and positive #Sentiment in their favour .

As strategists we often ask :
Q : Who owns the end to end customer experience here ?
Q: Is FlipKart listening on Social ?
Q: What is the response strategy?
Q: How will Flipkart regain customer mindshare?

What could they have done differently ?

These are just suggestions but happy to hear suggestions and more inputs :}
1) Real time tracking social media monitoring & response mechanism : Listening to negative sentiment and responding actively and genuinely to unhappy clients / prospects
2)Build trust and maintaining transparency : Genuine concerns/ challenges stated upfront by maintaining transparency amongst customers especially for delayed shipments would have gone a long way in retaining trust and customer retention.
3) Customer Experience It is : Appointing a Customer happiness manager ? Clients will feel assured and trustworthy to purchase in future and know that FlipKart cares..Please refer to my post on Customer Experience matters in a digital world
4) Email or phone communication around replacement or refund : The clients did not shop with an intend to seek refund !

So all said and done..in a digital world there are no faces -there are only transactions for Flipkart or any ecommerce company and if and when they reach enlightenment for gaining customer loyalty and customer retention then someone needs to show up and take ownership …So will the real mr Bansal please stand up?

(Disclaimer: These views thoughts,opinions are my own and does not represent my company.I am not representing my company while sharing any opinions on social media)

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The digital Tsunami has already hit the Indian shore.

Just a week ago I had visited a women’s clothing online store,I particularly liked a top and Pinned it on Pinterest and found them on Facebook to see what their customers are saying ,the reviews looked good and appealing and so I went to Jabong.com and searched for this brand and this item in particular to see if they are offering any discounts beyond 40%.Unfortunately I did not find them on Jabong but then I noticed an offer on another brand,a similar floral top this one had a different color and shade! I liked what I saw and surprisingly this one was available in the retail store I was planning to visit soon that week.I was prompted to subscribe to their newsletter and provide mobile number to receive further information & news on this brand or any other brands in the similar category for special offers.
I also felt it would be good to like their page on Facebook and tweet about this offer to my friends via Twitter.

Promptly,within 24 hrs, I received an SMS with a very special offer of ‘purchasing 2 tops and get 1 free’ along with that I was also delighted to see I was offered a lunch with a 50% off coupon in my favourite restaurant and with selection of two or three cuisines that I loved.To add to that I also received another SMS giving choices such as Answer “Yes” or “No” to book a Taxiforsure.com incase I needed a drop to my residence from the restaurant -Yes or No if I would like to avail the restaurant offer then I could book via zomato.com mobile application!

This was not the end of it ,I visited another website and I found Jabong’s ad banners on the site.It was the same item that I had researched online. So now I made up my mind and in order to maximize my shopping experience in-store. I visited that brand website to check on stock availability.

Now ,when I visited the retail in-store ,the retailer could identify me and she guided me as to where to pick the product that I wanted & I completed the transaction.
Then I went to the restaurant and have my favourite cuisine and then avail the taxi booking and reach home safely.During the taxi drive I do get a transaction complete SMS on my mobile and an exclusive invitation to another store opening in and around my area with an inaugural offer.”

Connected consumers have become empowered with technology.Shopping across multiple channels – reinforcing the need for a consistent experience across channels, network technologies and mobile devices.

The emergence of social, mobile, big data & analytics and cloud is fundamentally changing how we live, work and interact. These digital forces reset customers’ expectations, requiring enterprises to rethink the end-to-end customer experience, and are fueling an explosion of data—a new economic asset that has become the basis of significant opportunity.

Point is that Consumers are asking for tomorrow, today! The digital Tsunami has already hit the Indian shore.
What are you waiting for ?

Disclaimer : The scenario is fictitious and does not represent any organisation or individual  ,any resembelence is purely coincidental .

This blog is purely my views and does not necessarily represent my companies views

Source : Curated content from various websites.