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Retailers should simplify consumer facing processes to gain loyalty.
We saw last week how credit notes, getting illegible within their validity period, pose an obstacle in retail chains and delay checkouts. The obvious solution is to change the paper or ink. Other solution is to issue electronic credit notes on the registered mobile number of the consumer.
Both these solutions, however, require maintaining the credit note register with dates of issue, expiry and redemption. Is there another solution which simplifies it further?
I am impressed by the process followed in D Mart. They have eliminated the need for credit notes! No more credit note accounting. Consumers get a cash refund when they return an item.
It not only simplifies the process at the retailer end, it also simplifies it for consumers. They don’t need to keep track of credit notes yet to be redeemed. Checkouts are also faster as they deal with only fresh purchases.
Win-win for sellers as well as consumers!
Credit note is just an example. If you observe their checkout like a Gemba visit, there are several other process improvements for faster checkouts.
Would love to hear from you if you have noticed some of them…