Overview: A small retail business in Delhi was facing plummeting sales and a surge in negative customer feedback. The founder Vikas was a seasoned player in the retail industry. Starting his venture was a natural progression for him.
Challenge: Vikas’s retail business was suffering from declining sales and increasing customer dissatisfaction. Negative reviews were piling up, impacting the brand’s reputation and profitability. The emotional toll was significant, as Vikas felt overwhelmed and feared for the future of his business.
Root Cause Analysis: Upon analysis, it was evident that the lack of a structured customer feedback system and a weak customer service strategy were major contributors to the problem. Vikas was not fully aware of his customers’ needs and pain points.
Approach: We guided Vikas in implementing a comprehensive customer feedback system and revamping his customer service strategy. We focused on collecting and analyzing customer feedback, training staff in customer service excellence, and addressing key pain points effectively.
Outcome: Within six months, customer satisfaction scores soared, leading to a 20% increase in sales and a much more loyal customer base. Vikas regained his confidence and saw a clear path to sustainable growth.
