The Tata CLIQ Luxury Story
How people define luxury goods has steadily changed over the years. More recently, the pandemic and increasingly urgent questions about sustainability have accelerated this change, with the focus shifting from price tags and logo mania* to a true appreciation of craftsmanship, authenticity, and heritage. Being at the forefront of luxury commerce in India, our customer Tata CLiQ Luxury strives to deliver a holistic luxury experience across all channels. Their answer to changing customer expectations and what luxury means today is to focus more on the finer elements of shopping such as the customer experience.
Tata CLIQ Luxury is India’s premier luxury lifestyle platform. They offer 100% authentic international luxury brands in apparel, shoes, bags, accessories, watches, and beauty. Indiluxe, the boutique segment of Tata CLiQ Luxury, focuses on bringing traditional craftsmanship and heritage to the forefront across fashion, home, and beauty categories.
To understand the impact of customer experience on retention, we spoke to Mansi Verma, Head of Retention Marketing at Tata CLiQ. “We’re now working towards an evolved retention-forward approach to bring maximum value to our existing customers and drive high year-on-year repeat purchases, thereby improving the Customer LTV. We plan to look at customers from a cohort lens instead of a one-size-fits-all approach,” she says.
According to Meghraj Patil, Tata CLiQ Luxury’s Retention Manager, their philosophy extends beyond an extensive product portfolio to offering a holistic shopping experience so that customers keep returning. In this role, he oversees various revenue and customer retention channels. The primary KPIs for his team include revenue from free channels, the number of users coming back to the platform every month, the number of reactivations, and the number of repurchases.
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