Customer Loyalty is like a love affair:Don't hard sell it !

Over the weekend, I had planned to buy a blazer.Though I have multiple options in T.Nagar, Chennai the place where I stay , I opted for Shoppers Stop . Shoppers , has been a pioneer in Indian Retail market and I have always admired their retail practices.After my purchase, in the billing section the Customer Care Associate( that is how Shoppers call their staff) requested me to join their Loyalty Program (for the great benefits it delivers!)I was not keen for that ; Soon the request started to become a hard sell. Customer Care Associate started pitching for the loyalty program and was literally forcing me to enrol in it . With sales pitch going overboard I was forced to move away from a polite refusal to give a stern ‘NO’ as response. Seeing the situation the Supervisor came in and asked the associate not to push hard. Finally, I got my bill and was greeted with a Thank you which defintely cannot be qualified to be courteous!
While on one side I understand the Associate’s interest to make me sign for the Loyalty program ,trying/forcing to build Customer Loyalty through such hard selling could turn counter productive . And for me it was surprising it came from Shoppers! Nevertheless , this incident does not dilute my respect and loyalty to Shoppers . I hope this would be addressed in their Sales training .
I feel some of the key drivers that helps in understanding Customer Loyalty are :

And my refusal came from the judgement of my buying pattern and personal preferences.

Top trends in Retail for the year 2010 !

2010 is looked upon with great optimism by Retailers all over the world.After a great dip in consumer spending for most part of 2009,sales picked up towards Christmas.With global economies recovering this year should see lot of action in retail segment.Retail organizations too are looking at all possible opportunities to grab the valet share of the customer.
Mind Map shows the Top trends to watch out in Retail for the year 2010.

This is a collection of themes from several research reports and analyst opinion.

Chennai's retail power !

Chennai, one of the metro cities of South India , has always been a great hub for retail.

Be it Parry's,Mylapore,Purasawalkam or the buzzling T.Nagar , its always been a scene of high action for retail sales.

Recently when I spoke to few retailers and retail corporate heads , the current recession definitely has had an impact on the sales .The impact however is more pronounced in malls and bigger stores where the footfalls have come down.

However for an Indian consumer who is extremely price conscious, retailers seem to have the right answers by charting out marketing campaigns which delivers value for money .

Known as 'Walmart of Chennai'- 'Saravana Stores' never seems to have a dip in sales , as everyday when I pass by the store in T.Nagar, I could just see enthusiastic shoppers coming out with atleast three to four plastic covers full of goods.

Yet another store which has drawn inspiration from Saravana Stores and grown across India is the 'The Big Bazaar'.Last week I happen to visit their store and was impressed by their Great Exchange Sale.Was fascinated to see customers coming in cars with loads of old goods to get them exchanged for coupons, which could be used for buying fresh goods in Big Bazaar.

Definitely Indian retailers seem to have the right answers for boosting sales - recession or otherwise !