A survey across major Indian metropolitan hubs indicates that 86 per cent of urban consumers plan to match or increase their festive spending compared to last year. However, customer allegiance is increasingly driven by secure transactions, multi-channel accessibility, and tailored interactions rather than price cuts alone. To address widespread consumer dissatisfaction with slow holiday support resolutions, a majority of business leaders are expanding investments in cloud communications and server infrastructure.
Key points
Festive consumer loyalty in India is increasingly determined by data privacy, encryption…: Festive consumer loyalty in India is increasingly determined by data privacy, encryption standards, and transparent security policies.
Business leaders are responding to holiday shopping surges by raising their investments i…: Business leaders are responding to holiday shopping surges by raising their investments in server capacity and cloud communications technology.
Modern holiday shoppers prioritize technology-driven assistance and convenience alongside…: Modern holiday shoppers prioritize technology-driven assistance and convenience alongside traditional promotional deals when selecting consumer and hospitality brands.
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New Delhi: Personalised festive experiences are emerging as a key factor in driving customer loyalty, with 72 per cent of Indian holiday shoppers saying they are more likely to remain loyal to hospitality and consumer brands that offer tailored engagement, according to a survey by US-headquartered Vertex Group.
The survey, which covered 10,000 brands and consumers across Delhi-NCR, Mumbai, Kolkata, Bengaluru and Chennai, also found that 86 per cent of urban shoppers expect to spend as much or more this festive season compared with last year, indicating sustained consumption appetite even as customer expectations evolve.
The findings suggest that beyond discounts and promotional offers, consumers are increasingly looking for brands that recognise their preferences and provide seamless, personalised experiences across shopping and service platforms.
Around 68 per cent of respondents said they prefer brands with an omnichannel presence, including WhatsApp, Instagram and telephone support, while 56 per cent identified instant, technology-enabled assistance and secure transactions as key factors influencing their purchase decisions.
"Consumers notice when a company uses technology not just for convenience, but to offer real-time support, personalised festive…
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