Future Group has initiated the move for its Big Bazaar format because it is the largest chain in the group and far more localised, according to a top company official. The initiative has been launched in two stores in Mumbai of the 102 Big Bazaar outlets across the country.
Influential people of the community like local doctors and lawyers would be roped in to part of the CABs and customers could voice their opinions about the store through them. The board in turn could advise store managers and be incentivised through special discounts at Big Bazaar.
Gibson Vedamani, CEO, Retailers Association of India said: "The board can offer inputs on customer expectations and organisations will be able to measure their performance based on it." CABs consists of 8-10 influential people who will hold meetings, take feedback from people which will be assessed and implemented by executives to develop better customer relationships
Source ET
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