‘Customer-centic retail must!’

Landmark Group Director Ramanathan Hariharan, has always supported customer-centric initiatives. The FFA approach launched to ensure profitable growth of Lifestyle was, at the roots, led by this very policy...

‘RETAiL MuST BE CuSTOMER-CENTRiC’

Mr raManaThan harIharan, Group Director and Board Member of Landmark Group, had once said in an interview: “I think my key professional accomplishments (include) building a focused team with a vision to outperform in the market place.”

Ram, as he is popularly known, has always enjoyed working in retail as he strongly feels it is a truly dynamic industry, constantly changing, and therefore providing a perfect platform to apply strategic and operational capabilities. For retailing in India, he emphasises that the industry needs to be more customer-centric. He is always supportive of strategy and business plans that seek to expand the business via making customer experience as pain-free as possible.

The Five Focus Area approach, spearheaded by the former CEO Vasanth Kumar, has at its base, the aim of facilitating the customer’s journey with Lifestyle - and falls under this large umbrella vision that Ram speaks of. Ram further points out that the strategies that Vasanth helped evolve and execute aided Lifestyle and Home Centre adapt to the changing market dynamics while consolidating the brand’s position in the respective market segments.

With an eye to carrying the Lifestyle business forward on its trajectory of growth through the pandemic and beyond, under new leadership, Ram reiterated the company motto: “As we transition into the new leadership, let us continue to support the vision of the organisation, live our values in everything we do, and stay committed to achieve greater success.”