In this edition, Wellness India talks to Surajit Mukherjee, Jt Managing Director & CEO - Retail, Widex India; Managing the Bloom Senso Hearing Centre chain of stores in India, to know more about the services offered by them.
Technical advancement in the hearing aid procedures has helped end the isolation suffered by the hearing impaired. Bloom Senso Hearing Centres, the international retail brand of Widex, is present in numerous countries across the globe.
Belongs to the Global Retail Division of Widex A/S Denmark, a leading manufacturer of high-quality digital Hearing Aids, Bloom Senso Hearing Centres is successfully operating in India for 15 years as one stop-shop for hearing aid solutions. Currently, the Bloom stores are well present in all major cities across India.
About Bloom Senso Hearing
Bloom Senso Hearing Centres are one-stop shops for complete evaluation of hearing loss and subsequent rehabilitation. This involves assessment of hearing loss through a comprehensive range of advanced diagnostics, counseling offered by a team of qualified, highly-trained and experienced audiologists and subsequent dispensing of Digital Hearing Aids as per the specific requirements of each individual. Prevalence of hearing loss and patient characteristics differ with demography and Bloom Senso Hearing Centres’ longterm experience in the Indian market positions them uniquely to offer lasting solutions to the hearing needs of the local population.
Market establishment & response so far
Widex is a leading manufacturer of high-quality digital Hearing Aids and has well-established dealer networks across major continents across the world. The company decided to set-up exclusive retail outlets in selected markets, to provide enhanced experience to its valued customers. In India, Widex is the only multinational Hearing Aids manufacturer that has its own retail outlets too. The other available retail outlets including organised chains are either stand-alone or multi-locational dealers. The market response has been very encouraging and the business is growing at a healthy pace year-on-year.
Bloom Senso Hearing Centres offers the entire range of advanced diagnostics for hearing loss, speech language therapy for children to correct difficulty faced by them while talking, and counseling and fitting of digital hearing aids. Diagnostics tests include Pure Tone Audiometry, Tympanometry, OAE, ASSR and BERA. Bloom Senso Hearing Centres also have tie-ups with leading healthcare institutions across the country for providing high-quality audiological services.
The Bloom stores in India benefit immensely from cross-border collaboration with other Bloom entities across the globe. Today, customers travel frequently and they value the standard systems and processes employed across all Bloom stores existing in the world, not to mention, the access to prompt local service at any point of time.
Yes, we have franchise operations and offer franchise options too to the like-minded business partners. We are present in all major markets in India and our prime focus is to generate awareness on hearing loss and provide reliable and superior solutions to the growing hearing impaired community in the country.
Overseas market operation
Bloom is an international brand from Widex A/S Denmark and is present in all major markets of the world. Across the globe, there are various formats under which the Bloom stores are operated, whether company owned, and franchise operations or through Joint Ventures. In India, the Bloom Senso Hearing Centres are owned and run directly by Widex.
Challenges & ways to overcome it
In the unorganised Hearing Aids retail space in India, positioning Bloom Senso Hearing Centres as reliable solutions providers and life-long partners was a challenge. With the mushrooming of Hearing Aids dispensing outlets, quality of service is at times suspect. With growing awareness and rise in customers’ expectation, communicating superior customer service as the unique value proposition offered by the Bloom Senso Hearing Centres was the need of the hour. For Bloom, ‘walking the talk’ on customer delight is a very critical performance parameter and an integral component of business excellence. Specific protocols around the customer journey have been conceptualised and implemented and customer satisfaction scores are taken seriously to capture the market. Today, Customer service orientation is possibly with the biggest differentiator at Bloom Senso Hearing Centres.
We are the most admired Hearing Aid retail chain in the country today. Our goal is not to be the largest but to be the BEST retail chain in offering longterm and credible solutions for hearing loss. We have set the benchmarks on productivity and efficiency metrics in the industry and will continue to raise the bar as we strive to achieve higher levels of customer satisfaction and longterm sustainability. We remain committed to investing in India as we aim to continue being the first choice hearing solutions provider in the country.