Ecommerce

Helping Ecommerce businesses understand customer behavior and make winning, data-driven decisions.

Capabilities

What we do

16 capabilities

Capability

Buyer NPS diagnostic

Questions we answer

What is the current customer NPS for a target brand?
What is the level of customer satisfaction and loyalty?
What are the drivers of promotion / detraction?
How does customer NPS for target compare to that of competition?
What are the relative strengths and weaknesses vs. competition?
What are the key levers to drive customer NPS?

Capability

Seller NPS diagnostic

Questions we answer

What is the current seller / partner NPS for a target brand?
What is the level of satisfaction and loyalty for the seller towards a brand?
What are the drivers of promotion / detraction?
How does customer NPS for target compare to that of competition?
What are the relative strengths and weaknesses vs. competition? Reasons?

Capability

Voice of customer

Questions we answer

What is the perceived customer perception of a brand?
What are customers saying about the brand among friends, on social media, etc.?
What do customers care about the most while considering a brand?
What is the relevant positive and negative feedback from customers?
How important is customer recommendation / feedback for the performance of the brand?
What are customers saying about the competition?

Capability

Ad monitoring

Questions we answer

How effective is the current ad campaign across various channels?
How is the performance of various ad platforms?
How effective is the ad campaign among various customer segments?
How do customers react to / interact with the ads?
What are the sales / traffic contribution against set goals / targets?
How to maximize ROI on ad spends?

Capability

Category trends

Questions we answer

What are the various product categories? How large are they?
What is the range of products offered by various categories?
How are the categories growing? Which are the fast-growing categories?
How are categories evolving? Product, competition, customer perspective
What are the relevant drivers and inhibitors shaping growth?
What are the adjacencies for the categories?

Capability

Competitive tracking

Questions we answer

What are the most important themes to track the competition?
How is the competition performing across these themes?
Where does the target company losing / winning w.r.t. competition? Why?
What are competitors doing differently in the market?
What are the plans of the competitors for the near future?
How to use digital tools for continuous tracking of competition?

Capability

Cost benchmarking

Questions we answer

What is the overall cost for the target at product / store / company level?
What is the unit economics for the target?
What are the major cost components?
How do the costs of the target compare to that of competition?
What are the reasons for the difference in cost w.r.t. competition?
What are the critical levers to lower cost and increase margins?

Capability

Market potential assessment

Questions we answer

What is the TAM, SAM, SOM of the market?
How has the market evolved over the years?
What are the most important trends shaping the market?
How is the market likely to grow going forward?
What are the various segments within the market?
What is the competitive intensity of the market?
What are the adjacent opportunities / threats to the market?

Capability

Mystery shopping

Questions we answer

What are the on-ground market dynamics?
How is the customer sales experience and buying journey?
How does the sales pitch of target compare with competition?
What are the key customer pain points and wow factors?
What are the ways to improve CX and customer loyalty?
How does the competition compare in overall CX? What are they doing differently?

Capability

Omnichannel and O2O GTM

Questions we answer

What is the potential for a transformation to an omnichannel / O2O?
How important, feasible, and profitable is the transformation?
What are the key elements for a successful transformation plan?
What are the opportunities for partnerships and acquisitions?
What are the key capabilities required for a successful implementation?
How will the processes and organizational functions transform?

Capability

Operational practices and SOPs

Questions we answer

What are the industry best practices across different areas like supply chain, recruitment, sales and marketing, etc.?
What are the process maps across different divisions within target as well as for the different customer segments / use cases?
How does the target processes compare w.r.t. competition? Where is the room for improvement?
How can the target address current gaps in the processes?
What are the requirements for the adoption and sustenance of SOPs?
What should be the implementation plan for SOPs?
How to use leverage SOPs to track and improve productivity?

Capability

Price benchmarking

Questions we answer

What is the price positioning w.r.t. competition of a product in the market?
What are the directly competing products in the market? Who are the peripheral / indirect competitors?
Does the price positioning resonate with targeted customer segments?
How does the target compare w.r.t. competition in discounting and promotional schemes?
What is the margin for commanding premium?
What is the relation between the features of the product and the price range?
How do customer segments and behaviors vary with the price?

Capability

Product assortment gap analysis

Questions we answer

What is the product assortment of target?
How does the product assortment (# products, variants of products, availability across channels, pricing and discounting, etc.) compare w.r.t. competition?
What should be the optimal range of product assortment in terms of # products, product-feature combinations, price points, etc.?
What are the addressable potential and unmet customer needs?
What should be the product assortment strategy and launch plan of new products / variants?

Capability

Target screening and diligence

Questions we answer

How does the competitive landscape of a market look like?
Who are the major / emerging players in the market?
What is the value proposition of various players?
What is the customer NPS? What are customers saying about the players?
What is the competitive differentiation and growth strategy of the players?
How do players compare on critical factors like unit economics?
What is the likelihood of the success of players? Who will emerge as a winner?

Capability

User navigational trends

Questions we answer

What is the user feedback on various touchpoints like app, web, pick-up store, delivery, etc.?
What are the key pain points related to touchpoints?
What are the underlying nuances by product, customer type, etc.?
What is the role of social media in the user buying / discovery journey?
What is the customer readiness for a change in sales format or a change in UX?
Based on the overall understanding, how can the target improve UX and drive better conversion / retention?

Capability

User need assessment

Questions we answer

Which ecommerce websites are the customers aware of?
Which products / categories do they prefer purchasing online and why?
What are the drivers / barriers to purchase online for above?
How frequently do they purchase online?
How do they rate their purchase experience on various websites?
What are the key elements to provide a comprehensive user experience?

Related Case Studies

View all

EcommerceApr 22, 2021

Competitive intelligence tracking for an online apparel player

Objective

The client, a large online apparel player in India, wanted to track GMV and other scale related metrics of key competitive players and how they are growing

Methodology

Conducted In-depth interviews (N = 35) of operations managers, category managers and other key personnel of the competitors
Visits to warehouses, dark stores, delivery locations and interviews with staff to capture on-ground market nuances
Compared experience through mystery shopping (N =10) across the different players
Built advanced excel model to estimate and triangulate scale metrics across key players

Impact / Outcome

Client understood how their key competitors are growing along with their focus areas (channels, product categories)

EcommerceApr 19, 2021

Competitive tracking of Indian grocery players to identify key leaders across key success factors

Objective

A global PE firm, wanted to understand and track the supply chain established by various online and offline grocery players to deliver products belonging to different categories to end customer

Methodology

Conducted interviews (N = 30) of offline/online retailer’s staff including supply chain managers, store managers, delivery personnel
Discussions with industry experts in the groceries industry who have worked in / established procurement supply chains for major players
Mapped the supply chain for the sellers across offline and online players through staff interviews. Benchmarked operational practices
Conducted trade interviews (N = 35) of distributors, wholesalers, and other middlemen across product categories
Interviewed logistics companies to understand long-haul delivery, last-mile delivery, and return logistics

Impact / Outcome

The client got detailed insights into competitor processes, supply chain, key functions like SKUs replenishment practices, quality control mechanisms, freshness tests, and standards followed for key players which helped them identify winners in the space

Showing 1–2 of 8 case studies · Page 1 of 4

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