customer care Archives - Third Eyesight

Everyone Measures CAC, But Who’s Counting CFC?

Devangshu Dutta — Mon, 30 Jun 2025 02:57:00 +0000

In every strategy meeting today, one metric is invariably mentioned: Customer Acquisition Cost (CAC). Whether you’re a well-funded corporate retailer, or raising your first angel round, or a well-established digital duopolist brand scaling Series C, CAC is one of the key performance metrics. “Real” spend that is neatly broken down by channel, optimised by funnel […]

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Seamless Customer Experience in an Omnichannel Retail World

admin — Wed, 08 May 2024 10:46:00 +0000

At the recent Phygital Retail Convention in Mumbai, Devangshu Dutta anchored an engaging “Fireside Chat” with Bhavana Jaiswal of IKEA India and Kapil Makhija of Unicommerce , on retailers engaging with their customers across channels and formats, and the opportunities as well as challenges in managing experiences seamlessly across online and offline interfaces. Watch the […]

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Retailers may soon be asked to not demand customer phone numbers

admin — Wed, 24 May 2023 07:09:00 +0000

Most large retailers mandatorily take down buyers' phone numbers while generating the bill for their purchases and use them for loyalty programmes or sending push messages.

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Is Amazon a friend or foe? India’s two largest retailers have divergent views

admin — Tue, 21 May 2019 09:01:00 +0000

While the Kishore Biyani-led Future Group, which operates the popular Big Bazaar hypermarket chain, is busy listing its labels on Amazon, rival Reliance Retail is withdrawing its products from all e-commerce platforms, as parent Reliance Industries (RIL) gears up to launch its own online marketplace.

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One Ring That Rules Them All

Devangshu Dutta — Tue, 10 Jan 2017 13:05:44 +0000

AI can deliver a far higher degree of personalisation of the consumer experience than has been feasible in the last few decades.

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Hyperlocals, Aggregators: Developing the Ecosystem

Devangshu Dutta — Thu, 21 Jan 2016 17:46:10 +0000

For all the attention paid to the entry and expansion of multinational retailers and nationwide ecommerce growth, retail remains predominantly a local activity. Aggregator models and hyperlocal delivery, in theory, have some significant advantages over existing business models. However, both business models are also typically constrained for margins.

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The Relationship between Consumers and Brands

admin — Fri, 17 Apr 2015 14:03:02 +0000

Panel Discussion moderated by Mr. Devangshu Dutta, Chief Executive, Third Eyesight at the Indian Retail Congress 2015 (17-18 April 2015). The panel included Mr. Manish Mandhana (Managing Director of Mandhana Industries with the brand Being Human), Mr. Sanjay Warke (Country Head of Toshiba India), Mr. Tanmay Kumar (Chief Financial Officer of Burger King India), Mr. Kinjal Shah (Chief Executive Officer of Crossword Bookstores) and Mr. Ranjan Sharma (Chief Information Officer of Bestseller India, with the brands Vero Moda, Only, Jack & Jones).

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Look Into Your Customer’s Eyes

Devangshu Dutta — Tue, 08 Jun 2010 01:47:54 +0000

The normal marketing funnel is described by the process Awareness, Interest, Desire and Action (or “AIDA”) which underlies the spray-and-pray approach of traditional marketing. Joseph Jaffe points out that the AIDA principle was created in times of abundant growth in the US, but is a suicidal funnel to fall into when resources are scarce. A review of his book "Flip the Funnel" [More...]

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The Help-Less Customer

Devangshu Dutta — Mon, 14 Sep 2009 09:00:32 +0000

Companies that have not only focussed on themselves in the downturn but have remembered the customer at all times, are the ones which will manage to retain their customer relationships. And will grow faster.

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Targeting Mr. Mom

Devangshu Dutta — Mon, 27 Apr 2009 18:28:32 +0000

What, if anything, should grocers and other stores be doing to accommodate the growth in stay-at-home dads?

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