We have always read in marketing and brand books that consumer is the focal point for any business and communication.
One of the things which I always fascinated and brought a twinkle in my eye.....was when i read one super sonic statement called "Consumer is King". I am sure everyone must have heard, said and read somewhere and at some point in time.
But the irony of this golden saying, is more often an illusion than a fact. How many times during your shopping, were you made to experience and feel that you are the King.......of course not in the real sense but in terms of service, experience, after sales service, customized solutions, negotiating power and many other aspects of shopping. I must have enjoyed the experience of such Consumer power very rarely and I am also sure that the same holds true to most of you'll.
But now.........................For quite a few times rather on all shopping occasions I have witnessed and was made to experience that - Consumer is King / I am the King. Some of the examples are during my purchase of a Personal Car, Purchase of Mobile phone, Purchase of Apparels, Purchase of Day to Day groceries etc.... The experience I had was amazing. To give you one example....The other day I was shopping for some household grocery at reliance fresh in town.
After stocking almost all the products which i wanted in the trolley, I went to the vegetable counter and was looking out for tomato's but to my luck, the salesman told that stock was over and fresh stock you will be able to get it tomorrow when the vehicle comes. The vehicle for vegetables comes twice a day at the store. Once in morning and once in the evening. I was obviously shopping in the evening. Anyways... So I said ok than maybe will come tomorrow and shop for the same, but to my suprise the manager of the store came and said "Dont worry Sir, we can arrange for the tomato's a from local vegetable seller outside if it is urgent for you and if it is ok with you. It will save your time and in the mean time you can continue your shoppinng for other goods or incase you are done with the shopping than can sit and wait in the shop. (As it was airconditioned i believe) . I was compltely taken by suprise and will never forget this special treatment given to me. And they finally brought from outside and gave me 2kgs of tomato's.
The service levels have certainly gone up be it in the real estate business where the builders are ready to negotiate and tying to provide all the amenities which other wise many a times was only in the brochure. They dont say fixed rate and ask you to leave if you are not ready to pay a particular price. They consider your price and try to negotiate. The same story is prevalent when you are out there for shopping.
I am so happy to see this trend. This was never witnessed when the market was in Boom, when the sellers/suppliers never used to bother much about the consumer. It was like supplier power. But now with the change in wind, recession everywhere, the Consumer is back in action and truely the theroy of "CONSUMER IS KING" can be seen in a realistic manner.
I believe this is one of the good things that has happend because of recession, but i hope once the market stablizes and when things get back on track the golden principle stating "Consumer is King" continues to follow in reality and not just in papers and books.
However let me also tell....... It's not that the golden principle was not followed by companies before. It was definately followed and implemented by several companies and are doing a fantastic job till date. But now it has been taken to a different level due to market conditions.(I beleive)
Do notice this when you are out for shopping and please share your experience...............
One of the things which I always fascinated and brought a twinkle in my eye.....was when i read one super sonic statement called "Consumer is King". I am sure everyone must have heard, said and read somewhere and at some point in time.
But the irony of this golden saying, is more often an illusion than a fact. How many times during your shopping, were you made to experience and feel that you are the King.......of course not in the real sense but in terms of service, experience, after sales service, customized solutions, negotiating power and many other aspects of shopping. I must have enjoyed the experience of such Consumer power very rarely and I am also sure that the same holds true to most of you'll.
But now.........................For quite a few times rather on all shopping occasions I have witnessed and was made to experience that - Consumer is King / I am the King. Some of the examples are during my purchase of a Personal Car, Purchase of Mobile phone, Purchase of Apparels, Purchase of Day to Day groceries etc.... The experience I had was amazing. To give you one example....The other day I was shopping for some household grocery at reliance fresh in town.
After stocking almost all the products which i wanted in the trolley, I went to the vegetable counter and was looking out for tomato's but to my luck, the salesman told that stock was over and fresh stock you will be able to get it tomorrow when the vehicle comes. The vehicle for vegetables comes twice a day at the store. Once in morning and once in the evening. I was obviously shopping in the evening. Anyways... So I said ok than maybe will come tomorrow and shop for the same, but to my suprise the manager of the store came and said "Dont worry Sir, we can arrange for the tomato's a from local vegetable seller outside if it is urgent for you and if it is ok with you. It will save your time and in the mean time you can continue your shoppinng for other goods or incase you are done with the shopping than can sit and wait in the shop. (As it was airconditioned i believe) . I was compltely taken by suprise and will never forget this special treatment given to me. And they finally brought from outside and gave me 2kgs of tomato's.
The service levels have certainly gone up be it in the real estate business where the builders are ready to negotiate and tying to provide all the amenities which other wise many a times was only in the brochure. They dont say fixed rate and ask you to leave if you are not ready to pay a particular price. They consider your price and try to negotiate. The same story is prevalent when you are out there for shopping.
I am so happy to see this trend. This was never witnessed when the market was in Boom, when the sellers/suppliers never used to bother much about the consumer. It was like supplier power. But now with the change in wind, recession everywhere, the Consumer is back in action and truely the theroy of "CONSUMER IS KING" can be seen in a realistic manner.
I believe this is one of the good things that has happend because of recession, but i hope once the market stablizes and when things get back on track the golden principle stating "Consumer is King" continues to follow in reality and not just in papers and books.
However let me also tell....... It's not that the golden principle was not followed by companies before. It was definately followed and implemented by several companies and are doing a fantastic job till date. But now it has been taken to a different level due to market conditions.(I beleive)
Do notice this when you are out for shopping and please share your experience...............
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