The paradox of choice hit us recently. At Lenskart! We went shopping for specs - one pair each for 3 of us in the family - to the Lenskart outlet on MG Road, Pune. We spent more than 60 minutes selecting and trying out different frames. But did not buy anything. Reasons I think were: - one frame we selected was only for zero power specs, which wasn't obvious so that time was wasted. - frames are displayed on different shelves across the store. Too many choices without proper categorization (at least we felt) left us overwhelmed. - shortage of staff to guide the buyers. Across the road is a Titan Eye Plus shop. Smaller in size, less choice, and sales person to guide us. And in 45 min we ended up buying specs for all 3 of us. This experience left me wondering what matters more? I am inclined to think it's the sales person. And without that a wide range is not helpful. It actually leads to the paradox of choice. What's your experience? #choices #paradoxofchoice
It's the process and data analysis to maximize customer experience. Right training of right resources and resource planning. This v/s too much boardroom planning
Amit Garg and this will soon change. Ai and vr has potential to take over the ubiquitous sales person.
As another specy catering to not only mine but again family requirements, I would say you are spot on, I haven't yet found an alternate to Titan eye+ in India.
Kamesh Dubey
1y
Store sales or offline sales is always driven by sales staff. No better how good or bad the product is, the sales staff always influences the buyers decision(Positive or negative) In one scenario, I did not like staff enrolling me in the company program, with out my consent and stopped buying from that brand. In other scenario, I bought something which I was not planning to buy because the sales person used a value based selling technique. online or offline, people buy when value exceeds the price(money).
Something similar happened with me a few months ago... None of the staff could guide me on the type and quality of lenses for my specs. I was disappointed as my previous shopping experiences for sunglasses for my family was a breeze. Three shops away was a new store Eyecom+. Small and informed sales person to guide me. In and out in 20 mins.
I second that Amit. Choices are undoubtedly empowering, but only to a certain extent. Your comparison between Lenskart and Titan Eye Plus highlights an important lesson about having too many choices. Having a helpful salesperson is more valuable than lots of options. Titan Eye Plus smaller selection and assistance show that having the right choices is better. This shows us that having too many options can sometimes make things harder. Customer Experience matters any time🙂
Absolutely a salesperson. Two things happen: 1. Fitment from technicality and pricing. 2.Human validation on look and feel. “Sir this goes very well on you, decent professional look”.😊
Freelance Content Writing, Blogging
1yMy experience is that at times a sales person guidance is a great help but at times it becomes irritating when you just want to be left alone and explore. Then about the choice variety, I am confused when there are too many choices. It just better if the number is less. But one truth is that the market is so full of choices that we end up buying more than our requirements.