customer 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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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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Shopping Malls – Start-Off on the Right Foot

Devangshu Dutta — Mon, 19 Aug 2013 00:49:47 +0000

If you're planning to develop a mall, here's a short-list of key issues you must address to achieve success.

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Loyalty – Scheme or Sham?

Devangshu Dutta — Tue, 16 Dec 2008 11:28:49 +0000

Evolution has deemed that we become creatures of habit. But just because customers are genetically wired for loyalty to the familiar, the retailer should not treat this loyalty with contempt. Or even laziness.

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Sorry, didn’t mean to wish you well!

Devangshu Dutta — Sat, 22 Nov 2008 11:05:00 +0000

Whatever you might say about "customer relationship management", you can't fault some companies for trying. Only, sometimes they just try too hard. Here's an example...

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The Customer is God … really? – A Day of Ironies

Devangshu Dutta — Sat, 15 Mar 2008 13:00:15 +0000

Today is supposed to be celebrated as “Consumer’s Day”. I find that ironical, given a personal experience of poor service that occured yesterday whose effect is still lingering and will linger for another 2 weeks (with profuse apologies from 3 different people on the retailer’s side, for the delay, bad quality etc etc). There is […]

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DIG To Find Hidden Gold

Devangshu Dutta — Tue, 16 Oct 2007 18:24:30 +0000

"Why didn't we think of that?" In the midst of extensive research and in-depth analyses, basic insights can go unnoticed. Attention to stuff that is not so obvious to competition can lead to brilliant success such as Sony's growth through innovative products that met unexpressed consumer needs.

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Are The Investors Ready to Get Malled?

Devangshu Dutta — Tue, 08 Aug 2006 09:40:58 +0000

Mall Mania, Mall Madness – alliterate as you will – it’s a phenomenon that is certainly taking over the newsprint, airtime and, quite possibly, your neighbourhood.

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