Today, with extensive use of technology in charting behavioral patterns, one would expect seamless connect between shopkeepers/retailers and their customers. Reality appears to be a bit different however. There are hardly any mechanisms for an offline retailer/business owner understand what her/his customer wants. Chennai-based Anand Krushnan identified this growing discordance around small businesses, when his father who himself is a small-business owner, pointed it out to him. Baffled, Anand reached out to his colleague, Manish Mehta on how to address this gap that exists and hinders growth for small and medium businesses.
Realising that this is a problem which possibly plagues millions of businesses in India, the duo set out to found Exclusife in 2013, a customer management tool for business owners to understand their customers better and use it to enhance their growth.
For a business owner, it is difficult to distinguish between new, occasional and frequent customers. Neither there are any analytics available which can provide the potential buying capacity of a customer vs another. When it comes to customer retention, an offline retailer has no way of wooing the customer back except for waiting for them to return during the next store sale.
Exclusife tries to solve this problem by introducing a platform for retailers and customers to connect with each other. Taking its name after the French word, ‘exclusif’ which implies exclusivity, the company set out to create an ‘exclusive’ club for SME retailers across India who set themselves apart from others in terms of customer satisfaction and retention.
How It Works
Exclusife acts like a sales acceleration application for Indian retail SMEs. It allows businesses to capture real-time information about all their store decisions. It helps customers to save time and money by making smart shopping decisions and also by highlighting offers in local stores and boutique businesses.
From a business owner’s perspective, it helps in enhancing the customer’s in-store experience. When a customer walks into a store, the retailer has no prior knowledge of the customer’s preference, neither can they invite the customer back. That is where Exclusife is trying to change the game.