Скачать или смотреть Interview with Avnish Anand, CEO,  

Watch this insightful interview of Avnish Anand, CEO, ‪@caratlane‬‬‬‬‬‬‬‬, with Apoorva Deshingkar, Sr. Director - Education and Market Development, GIA India. Avnish talks about his journey from the Bylanes of Ranchi, Jharkhand, to being the first employee in one of India's leading online jewellery retailers. Packed with interesting anecdotes from his days at Indian Statistical Institute to the initial meeting with Mithun Sancheti, Founder, CaratLane, this conversation is also a must-watch for anyone interested in learning about entrepreneurship, leadership and the fascinating world of jewelry retail in India.

Avnish explains that at CaratLane, they have developed a culture where every decision—whether in design, sales, or strategy—is backed by data. However, he clarifies that while data supports decision-making, it should not singularly dictate the business. His leadership at CaratLane reflects this balanced approach, where both quantitative analysis and qualitative customer feedback drive the company’s growth. He emphasizes that a company's back-end operations—supplier performance, inventory management, repair services, and even customer expectations—are equally important when it comes to leveraging data for business growth.

One particularly insightful example that Avnish shares is how CaratLane identified and resolved a long-standing issue with repair services. While the team initially assumed that delays, costs, or the quality of repairs were the primary issues affecting customer satisfaction, a deeper data analysis revealed that the real problem was poor communication with customers. Simply by improving the setting of expectations and regular updates on repair status, their Net Promoter Score (NPS) improved significantly. Similarly, a long-standing complaint about product quality was addressed not by changing the products but by educating customers on proper care and usage through instructional videos sent via WhatsApp.

Avnish speaks about the need to focus on a specific target audience instead of targeting the entire jewelry market. He mentions why CaratLane focuses on a niche—affordable fine jewelry under one lakh rupees—and how they optimize operations within that segment.

Avnish also discusses the role of investors and venture capital in scaling a business. CaratLane’s journey, including its association with Titan and investments from Tiger Global, offers key lessons for startups navigating funding and growth. Whether you are a business owner, a retail professional, or an investor, this discussion provides practical takeaways on building a successful brand in the jewelry industry.

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