This document provides tips for winning customer confidence and retaining customers. It recommends dedicating customer service by promptly responding to queries, confirming orders, providing delivery updates, and collecting feedback. It suggests moving services to be mobile-friendly by focusing on mobile sites and apps. Additionally, it advises making customers feel special through appreciation tokens, coupons, and ensuring timely deliveries. Finally, it proposes publicity at the grassroots level through local pharmacists and NGO partnerships to spread awareness, especially among youth.

1. Winning Confidence of Customer:
An approach to Customer Retention
-Jyonit Gupta

2. Dedicated Customer Service
• More WhatsApp numbers to be given for Taking orders.
• Prompt reply upon any query or complaint by a customer.
• Immediate personalized confirmation upon order placement.
• Intimating the customer about the delivery time soon after receiving
order.
• In case of any unavoidable delay in the delivery of product, an
apology cum intimation to the customer.
• Most importantly, after the completion of an order, taking feedback
and suggestions from them. Also verifying that their needs were met.
These all factors play an important role in customer satisfaction
(psychological effect on the customers).It shows that we care for
them.

4. Slowly Move on to Mobile-friendly ways..
• An average Indian spends 169 minutes, daily on an average, on
his/her smartphone.
• Though people use laptops, but in the early phase, where we are not
so obvious among the crowd, we should focus on having Mobile-
friendly sites.
• The Idea of taking orders through WhatsApp is very effective and
should be promoted.

5. • We should also move on to an Mobile application, that will be very
effective in increasing no. of customers, also for existing customers an
Mobile-app will make placing orders more comfortable.

6. Making Customers feel
Special..
• A small token of appreciation to the customers, like some Get Well
Soon card with some personalized Health Care tips.(For that we need
to create a large database of Health tips, sorted into different
categories).
• Giving Coupons or additional discounts upon purchase of certain
amounts.
• Always show them their Savings because of buying with us.
• Ensuring Timely Delivery and teaching delivery guys(incase of
personalized Delivery system) proper etiquettes and well-dressed, so
as to make them feel good as they are buying from a sophisticated
source, as I believe that these delivery people are the face of the
brand in front of the customers.

7. Publicity at Grass root level…
• Convince local pharmacists, (By making them realize the importance
of joining our cause), who are in collaboration with us to advertise
about us in their bills, saying GET FREE HOME DELIVERY, JUST ORDER
ONLINE @ meramedicare.com.
• Tie-ups with NGOs, make them realize our cause of providing
medicines at a better price, so that the youths and college students
who mostly are a part of these NGOs will come to know about us, and
we should focus more on the youths, who are the Gen-X and prefer
shopping online.

8. Misc. Tips
• Ensuring Timely delivery, by making properly planned routes, so as to
cover maximum places in a single round.
• Introduce something as effectiveness of a particular product, so as
people become aware about that product.
• Collect reviews about a particular Dealer or product.
• Club products according to their pharmacological effect or
application, and while a customer is buying a particular product we
can show them other related products as suggestions while a
customer is picking an item.