First Serve

delivering delight

The online ‘grocery ordering’ business in India has not taken off like some others such as apparel, electronics, etc. It is riddled with many challenges, some of them unique—the need for cold storage—to maintain the quality of perishable products such as fish and vegetables. However, things are now looking bright for this sector which is projected to grow by around 38%.1
India was the fifth largest market in Asia Pacific for online grocery retailing standing at $135mn in 2016.2 Many players are now operational in this space and are working on different business models. Grofers, a mobile and web application is setting the benchmark for service delivery and customer satisfaction. We speak to Albinder Dhindsa, Co-founder and CEO, Grofers to know more about their zest to make a mark in this category.

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monitoring customer service 24/7

Customer-centricity has been core to the company’s culture, says Sudhir Goel, Acer India.

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human psychology, marketing

Customer-centricity has been core to the company’s culture, says Sudhir Goel, Acer India.

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Customer never on the back seat

Anil Makhija and Komal Chainani, BookMyShow, elaborate the customer philosophy that
is driving the company’s growth.

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customers for life

Jack Uppal, General Motors India, tells us how the brand has accelerated its efforts to deliver superior customer service—from partnering with Amazon to implementing the nationwide Chevrolet Complete Care program.

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putting the customer in the driver’s seat

Arun Malhotra of Nissan Motor India explains why customer service can be the differentiating factor in a highly competitive marketplace.

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