| Description |
1 online resource |
| Series |
SAGE business cases |
|
SAGE business cases
|
| Summary |
With the pandemic tightening its grip across the globe, Indian cosmetics firm Nykaa focused its attention on serving consumers through its online stores. It faced stiff challenges from both organized and unorganized online retailers, such as Amazon and Flipkart, which also had cosmetic sections. Nykaa was successful in generating demand for its cosmetic products through its online shopping stores due to its sheer brand value during the pandemic. One challenge the company faced was ensuring that they had efficient processes, products, and facilities to cover each step from demand generation to fulfillment. This challenge spoke to Nykaa's overarching challenge of supporting positive customer experiences and meeting consumer expectations with online shopping during the pandemic and beyond. The case encourages students to understand the journey of consumer decision making and the importance of service design and customer touch points in enhancing customer experience. It also promotes understanding of the fact that positive customer experience influences the purchase decisions of customers and enriches the competitive advantages of the firm |
| Notes |
Description based on XML content |
| Subject |
Customer relations -- Management -- Case studies
|
|
Customer services -- Case studies
|
|
Customer relations -- Management
|
|
Customer services
|
| Genre/Form |
Case studies
|
| Form |
Electronic book
|
| Author |
Sofi Dinesh, K. G., author
|
|
Rejikumar, G., author
|
| ISBN |
9781529620405 |
|
1529620406 |
|
