Consumer CRM

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The State of Omni-Channel Retail in India- Is it time yet?–Part 1

Author: Abhijeet Vijayvergia, VP-India and South-East Asia, Capillary Technologies. "I want us to stop talking about digital and physical retail as if they're two separate things. The customer doesn't think of it that way, and we can't either,"-- Doug McMillon, CEO Walmart. This quote clearly sums up the way ahead for omni Channel retail in India. Omni-channel has been the buzzword in the Indian retail world for quite some time now but omni-channel remains largely uncomprehended or misunderstood by the retail industry in India. The bigger question remains if it’s the right time for the Indian retailers and consumer goods [...]

Chinese New Year 2015 Thank You To All! #CNYThankYou

Every holiday countless retailers and retail associates sacrifice valuable time with their loved ones to ensure that their customers have a wonderful day. This New Year, team Capillary wanted to do something special for those hardworking retailers. Here is our way of saying thank you! The Chinese New Year celebration is all about sharing laughter, fun and good fortune with loved ones. We wanted to extend that wish to the people who may not get thanked on a daily basis but who play a big role in making our holidays memorable. To the cashier who covered me when I was [...]

The Power of Connecting Brands With Customers

I recently came across this video on my Facebook wall and loved the way this group of musicians used Beethoven to pay homage to their city. What I also couldn't help noticing was the audience. All of them within a matter of seconds pulled out their phones and started recording. Why did they do this I wondered? Why would they start recording the performance and interrupt the magical experience they were encountering live? Then it occurred to me. Today, we love to share our experiences. We all like to constantly share the precious moments of our lives with our friends [...]

Top ‘Customer Engagement Takeaways’

  NRF SPECIAL: 27,000 delegates from across the world gathered in New York this January at NRF 2013, making it the largest platform for discussing the future of global retail industry. Team Capillary brings to you the three most talked about customer engagement trends at the show. 1. "The Great Convergence" : Deloitte In a keynote addressed delivered at NRF's BIG Show 2013, Alison Paul, compared the impact of the digital revolution to the Indsutrial Revolution and how it caused a massive reconstruction of the industry. Rather than change in retail technology, he said it is consumer technology that is changing [...]