Nykaa's Nihir Parikh uses social media to talk to his customers directly
The Nykaa top boss says it's best to always be honest to the customers.
By ET Bureau |
BCCL
Why social media offers the best customer care, Nykaa's Nihir Parikh explains.
Nihir Parikh, chief business officer at Nykaa, loves social media. Not for flippant reasons, but to talk directly to customers. “We are an e-commerce company, so social media is our conversation platform,” he tells ETPanache.
Does he have any tips on customer care? Always be honest, he says. “The relationship with a customer has to be honest. Whatever happens, we try to be as honest and as proactive.”
One of the chief complaints they heard loud and clear at Nykaa was that for some consumers, there was too much packaging on the products.
“Giving consumers broken products is the worst experience and we are trying to figure out the right balance. But we hear our consumers are concerned about the impact of our [carbon] footprint. It’s an important issue for us too. We are in a pilot phase of trying out more environmentally friendly packaging options,” Parikh said.
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