Consumers in India are the most willing to provide personal information to brands, with over nine out of ten willing to share some of their personal details, when compared with other APAC respondents.
In return, they expect strong customer service: 64% expect a response to a customer service request within three hours according to the 2017 SAP Hybris Consumer Insights Report.
Around 68% are ok to provide their e-mail address and 56% their shopping history and preferences.
A survey by Forrester states that Indian business and technology decision-makers reported that 70 percent consider customer experience (CX) to be a high or critical priority for their companies.
According to the report, if brands want to gain customers in India, they need to
deliver quick-response customer service via multiple online and offline channels.
They also need to take a customer-centric approach to every interaction consumers have with brands and focus on establishing trust by being transparent when using collected data, and use data to reward customers via discounts and incentives.
To further woo customers, brands can take advantage of artificial intelligence and machine learning that work to create response mechanisms and intelligence into every channel to improve the customer experience.
Nicholas Kontopoulos, vice president, Fast Growth Markets Marketing, SAP Hybris said: “There are various factors that can establish customer loyalty or cause a break-up.To best cater to customers and stay ahead of their demands, organizations must first and foremost understand their customers so they can engage them in a more personalized fashion."
Google recently powered ahead of Microsoft and Amazon to be named most authentic brand in India.