Thursday, February 16, 2012

Govind Shrikhande, CEO, Shopper's Stop @SOM


Mr. Govind Shrikhande is a management graduate from Symbiosis Institute of Business Management, Pune. Mr. Shrikhande has been with Shopper’s Stop for more than ten years and has played a key role in its growth from 7 stores in 2000 to 59 stores (including Home Stop) in the year 2011. Mr. Shrikhande’s strong performance as head of Shoppers Stop, his passion for developing innovative products and services, and his emphasis on creating an enjoyable workplace for employees was recognized in 2009 with the prestigious Clothing Manufacturers of India “Retail Professional of The Year” Award and the “Most Admired Fashion Retail Professional of the Year Award” at the IFA 2010. Before joining Shoppers Stop, Mr. Shrikhande spent more than 15 years working in leading textile and apparel companies, such as Mafatlal, Arvind, Arrow and Bombay Dyeing,

He started the discussion by taking the time for a personal introduction of all 120 of us. He opened with an overview of the Indian retail industry over the last 50 years. With the change in the industry, he noted that there has been a significant change in consumer segmentation as well. Indian customers can now be segregated into 3 distinct categories.
  • The partition generation (aged 45 and above) - They are characterized by their caution, a desire for performance and a high regard to functionality.
  • The transition generation (25-45) - They believe in credit-debit living, letting go and reconciling the dilemma of change.
  • The no string generation (15-24) - They have unchecked optimism and thrive on discontinuity. For them bad is the new good.

The change in consumers has prompted a change in the very shape of the Indian market from pyramidal to pot-bellied. Instead of the usual basic, mid level and premium products, there are now new entry level, mainstream premium and new premium products. One of the major factors affecting this change has been the rise of the Indian woman whose spending power has dramatically increased. Other growth drivers have been social media, reality shows, page 3 culture and youtube.


He emphasized that a good retailer must understand that shopping is not just a routine activity but a way of de-stressing and catching up. A customer connects with a retailer at 2 levels. One is the transactional level which is influenced by his perceptions of price, quality, service and consistency. The other is at an emotional level where factors like trust, prior experience and values come into play.

He then moved on to an overview of the Indian retail market and its forecasted growth. By 2016, it is purported to be at 675 billion dollars but only 12.4 % of it would be organized retail. Interestingly, food and groceries form a major chunk of the whole pie at 69% but in organized retail, apparel and lifestyle is the biggest part at 40%. He attributed this to the Indian dislike of consuming packaged food on a regular basis. As we like our food freshly cooked, food and groceries have yet to catch on in organized retail.

He concluded with a brief journey through the history of Shopper’s Stop over the last 20 years. The retail giant started with humble beginnings at the site of the Amber Oscar theatre in Andheri which was converted into a 5000 sq ft store. Following a logo change, an IPO in 2005 and an image overhaul, it now boasts of 97 stores in India. Their branding has changed from premium to bridge-to-luxury and this is reflected in their addition of international brands and brand campaigns. He also shared with us the Shopper Stop anthem which is played everyday before stores open. 

The floor was then opened to questions which prompted insightful answers from Mr. Govind Shrikhande on the economic and social impacts of FDI in retail.  

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  3. May i know Mr Govind Shrikhande email address plz .i have this beautiful business enhancement plan for shopper stop and crossword i am chasing corporate marketing team but no help .some buddy plz help .

    my email is Ranjan_citi@yahoo.com

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  6. Shoppers stop is one of the worst reduculous online service I purchase Life Women Cotton Check Shorts(Blue) on 4th may 2015 by net banking and my order no. is 7000760 now i dont know the status of my order whether the order is out for delivery or not then i given a call in shopper stop customer care on 6th may they also dont know when the order is out for delivery their is no update nothing else he told me to wait till 7th may. May be the order is out for delivery and my tracking id will generate but till now I have not receive any sms or email related to my order status so today again I called in your customer care still nothing is updated and they people don't know the status again telling me to wait till 9th may and when I told the customer care excutive to connect this call in senior level he connect my call to deepika from malad Mumbai she try to make me fool firstly she told me order is already been dispatch jn the same day and when I ask for tracking id then the new story start that they are confuse which colour I ordered bcoj in the picture it is orange colour and I have ordered for blue colour if such thing happen then what your backened people waiting for..they have my contact no. Then why they dint call me and confirm the issue they are waiting for my call and if the item is not available then why you are giving an option in online portal to place an order...

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  7. Wow shoppers stop what a service..today I receive a delivery of my order I placed an order in xxl size and they gave me a delivery of my order in xl size...

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  8. Worst service i have seen ever in my life.To fix a technical error on the online shopping they will take indefinite time period.So they can't take my order

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  9. Shoppers No Stop..Placed an order-01245092 on 14t feb with 3-5 days delviery, after 3 weeks i reminded them and they claimed its outstation delivery and takes time and next day sends a cancellation notice. When asked why 21 days for Credit card refund no answers and also clarity on evoucher refund. Call center employee like parrot have been told to tell there is no escaltion matrix and all mangers are in meeting / eating lumch at 5 pm :)...pathetic experience...

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  10. I could not agree with these folks more.. They take ages.. I mean ages to deliver products if you shop online. If you shop for this year's birthday, you can be sure that it will get delivered for next birthday. Keep up great level of customer Shopperstop.. You should learn from Amazon, Flipkart a lot.. Grow up

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  13. Order cancelled and no refund, please dont buy from shoppers stop online.. they are fraud, they take money do not deliver and do not refund. ridiculous

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  15. This is in my regard for the horrible service of Shoppers Stop which I have been facing this time. I have placed one order (66451123)and got the confirmation. I have placed this order on wednesday, now I have received the sms that order has been cancelled.

    I want the reason for below questions:-

    1) How can you cancel my order without my confirmation??????
    2) How can you ask me to keep a used voucher??
    3) Should I expect whenever I place the order, your team will cancel that??????


    I want my order I do not want any refund, I want you to deliver the product at the earliest either we will discuss the same in Consumer forum.

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