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Case Study Solution XYZ E-Retail Store: Presented By: Siddharth Kumar KJ Somaiya Institute of Management

This document provides a case study solution for XYZ e-retail store to enhance customer experience and increase demand for non-essential items. It recommends (1) implementing a "Trust Seal" program to indicate sellers that follow COVID safety protocols, (2) sending personalized emails to customers who abandon items in their carts about price cuts, and (3) pledging profits to social causes to improve the company image and drive more sales. It also suggests prohibiting plastic packaging and giving "Super Brand" tags to brands that meet sustainability and social responsibility criteria.

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SIDDHARTH KUMAR
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161 views3 pages

Case Study Solution XYZ E-Retail Store: Presented By: Siddharth Kumar KJ Somaiya Institute of Management

This document provides a case study solution for XYZ e-retail store to enhance customer experience and increase demand for non-essential items. It recommends (1) implementing a "Trust Seal" program to indicate sellers that follow COVID safety protocols, (2) sending personalized emails to customers who abandon items in their carts about price cuts, and (3) pledging profits to social causes to improve the company image and drive more sales. It also suggests prohibiting plastic packaging and giving "Super Brand" tags to brands that meet sustainability and social responsibility criteria.

Uploaded by

SIDDHARTH KUMAR
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
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Download as PDF, TXT or read online on Scribd
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Case Study Solution

XYZ E-Retail Store

Presented by:
Siddharth Kumar
KJ Somaiya Institute of Management
Problem Statement: Devise a strategy for XYZ e-retail store to enhance customer experience and increase demand for non-essential items on the platform.

Benchmarking and Competitor Analysis

Currently, very little or no information is visible about the seller on various major e-retail platforms:

Seller location not specified

Sample Screenshot of
a seller taken from a Speaks nothing of safety measures taken by seller
leading e-retail store.
Score based on user rating

Solution/Recommendations

1. Trust Seal
XYZ should come up with a new concept called “Trust Seal”.
Idea behind trust seal: TRUST SEAL LOGO
Trust seal is a measure of how effectively does a retailer follow safety protocols in their shops.
It will cover the following KPIs:
 Social Distancing within the shop
 Availability of Sanitizers
 Thermal Check machines
 Workers wearing gloves and masks
 Disinfectants
Trust seal will be given to those retailers who meet all the above criteria.
XYZ will contact every retailer and ask them to send photos or a video as a proof that they follow these protocols. These photos/videos will be available on the seller
page of XYZ website. When a user sees a trust seal on the seller page, they will feel safe while buying the product and hence increase the chances of purchase. This
will in turn force the retailers to obtain the trust seal from XYZ and hence best practices will be followed.

2. Personalized Emails
Many times, a customer puts the item in a cart and leaves the website. One reason could be that the customer liked the product but feels that the price is too high.
Such customers must be notified via customized mail whenever there is a price cut.
3. Social Connect
XYZ should pledge to spend 5% of its profits on social causes such as:

 Providing free food to healthcare workers


 Paying education fees of those who might have lost their guardians due to COVID-19.
 Sanitization drives across cities
These steps will not only improve the image of company, but also drive more sales and create more awareness about XYZ.
4. Say No To Plastic:
XYZ should not use plastic in their packing and also downgrade any seller who uses it. Any seller found using plastic would not be given trust seal.
5. Super Brand Tags
All the brands selling non-essential items should be given “Super Brand” Tag if they meet any 3 of 5 criteria:-
 No use of plastic in item packaging
 Company has been listed in top 100 places to work in any major survey within last 3 years
 Global Brand
 Company is regularly active on social media displaying how they implement COVID safety measures
 Active participation in CSR activities
THANK YOU

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