15 December 2022, Mumbai
India’s e-retail market is growing by more than 25 per cent a year. This is being fueled by fashion, grocery and general merchandise that will account for up to two-thirds of e-retail by 2027.
It is also expected that the rising numbers of online shoppers in India, particularly from low-tier cities, is all set to make it Asia’s third largest economy.India’s transition toward the digital economy has made the country the second major digital adapter among digital economies globally. Though e-commerce is at a nascent three per cent to four per cent of India's total retail sector, it is playing a vital role in the direct to consumer revolution with digital-first brands doing well and the shopping experience becoming highly personalized.
The consumer journey is no longer linear with the rising number of online platforms and the multiplication of consumer touch points. Revenue, reputation and retention are becoming a challenge as only exceptional customer experience is going to make people feel, recommend and re-use the brand again.But over the last few years, there has been a steady rise in reviews that would affect the purchase decision by consumers, necessitating an intervention by the regulator on these reviews.
