15th June 2025
Sales and Leadership Wisdom from the Leaders, Mr Govind Shrikhande, Ex MD & CEO, Shoppers Stop
I asked Mr Govind Shrikhande, Ex MD & CEO, Shoppers Stop: How does Stopper’s Stop create more loyalty with its customers?
I think that’s something deeply ingrained in our culture. Today we have 4.6 million first citizens, and 76 percent of our sales come from our loyalty program. We cannot know 4.6 million customers personally. At the end of the day every store owns their set of customers. And at that store level there is definitely lot of bonhomie, friendship with those customers. Knowing the Customers well means understanding their Key Buying pattern, Key Days in their life & items and brand that excite them. This in turn helps us in sending them the most relevant offers.
But the core defining theme is culture – the culture of being humble, of being service oriented, of being open about mistakes, about clarifying, about accepting we may not have done this right. It is a culture of saying upfront “I am sorry,” apologizing and going on to make a correction. The Customers feel confident that they can Trust us.That culture has intensified this loyalty tremendously. Those values have been running in the organization for a long period of time. The customer’s reference point is that, when I deal with these guys I have nothing to worry about. That’s something that has helped us keep this loyalty growing every year.
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