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Simplify the customer facing processes.
This relates to my recent experience at the sales return counter of a leading supermarket in Powai. The counter girl checked the original invoice, condition of the returned package and printed a credit note. This credit note had to go to two more executives, located in another part of the store, for their approval and signature. The entire process took more than 15 minutes.
Compare it with its neighbouring supermarket. When a customer returns an item, the counter girl checks the original invoice and the condition of the returned item. What happens after that is truly remarkable. The customer gets a cash refund in less than a minute. No further approvals of higher ups, no signatures.
Which store do you think cares for customer's valuable time and delights her?
It’s a simple process change which would help in enhancing customer loyalty.