Enrich, a leading salon chain in Western India, is a good case study for anyone wanting to understand customer service. Started in 1997, it now has more than 54 salons in the country across 5 cities– primarily in Mumbai, and is arguably a leader when it comes to customer service in the salon space.
Vikram Bhatt, the founder of Enrich, has spoken a lot in the media about what makes Enrich click with the customers. Enrich being a customer of ours, we have also had multiple interactions with Vikram & Bhupesh (Director Operations) at Enrich. Here is our take on what we think makes them stand out amidst competition: