Pantaloon Retail (India) - Careergyaan.org

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7. Reliability. If you say a purchase will arrive on Wednesday, deliver it on Wednesday. Be reliable. If something goes wrong, let customers know immediately and compensate them for their inconvenience. 8. Be Flexible. Try to solve customer problems or complaints to the best of your ability. Excuses ? such as "That's our policy" ? will lose more customers then setting the store on fire. Read our 60- Second Guide to Managing Upset Customers for more information. 9. People over Technology. The harder it is for a customer to speak to a human being when he or she has a problem, the less likely it is that you will see that customer again. 10. Know Their �ames. Remember the theme song to the television show Cheers? Get to know the names of regular customers or at least recognize their faces. Building loyalty through advocating certain essential factors: Customers are constantly changing & their expectations also rising. Consumer behavior in the organised retail industry has altered drastically in the last few years. The retail market is growing not only in terms of nos. but also in terms of stature, image & class. Alongside with Indians becoming world class service. So it becomes vital for retailers to pay attention to every little detail in order to be successful. This can be done by providing a good brand & store experience. For this in general the retailer will have to look into various aspects such as: Timing of the store In store design & layout Welcome the customer receives The ability to browse easily The behavior & product knowledge possessed by sales persons The facility for making payments The attractiveness of the loyalty programs The packaging & The exit. All these above aspects are really very important for the customer to experience delightful shopping experience in the mall. If not handled well, it could result in a disgruntled consumer , who will spread a bad word-of-mouth. On the contrary, if the overall brand & store experience is Institute Of Business Studies & Research Pune (Satish P.Goyal) Page 20
positive & pleasant , the retailer may gain a flow of customer who would likely to patronize the outlet again & again. Further it is also likely that the popularity of the store increases through word of mouth. How to improve CUSTOMER LOYALTY in organization? Strong customer service is the bedrock for creating loyal customers. Make it a priority by properly training your staff and continually reinforcing the message that the customer comes first. You can also let your customers know that you value their business by reaching out to them through newsletters, postcards, and e-mail, so they're aware of seasonal sales and special products. Install a strategy for responding to customer inquiries and complaints and create a fair, flexible return policy. Finally, once you've developed a rapport with loyal customers, you can reward them with special discounts on products or services. Loyalties schemes are different for different organizations. Basically loyalty schemes are there for the existing customers or for coming customers for their benefits. In the study carried out by A .C.�IELSO� company of BRITISH super market shoppers on the basis of their attitude towards price & promotions, five groups of customers were identified: BRA�DED EVERY DAY LOW PRICI�G (ELDP) SEEKERS (19%) : These customers were strapped for cash due to limited income, so they shop around to get the best price on their favorite brands, generally seeking ELDP instead of promotions which may require them to alter their buying patterns i.e. they go for bulk purchases. Such customers are low on store loyalty but high on brand loyalty. LOW- PRICE FIXTURES FERRETS (23%): These customers are young families with strained financial expenses due to growing expenses due to growing expenses like mortgage Institute Of Business Studies & Research Pune (Satish P.Goyal) Page 21
Page 1 and 2: Institute Of Business Studies & Res
Page 3 and 4: 1) K. Raheja Group � Shopper’s
Page 5 and 6: RETAIL I� I�DIA The retail indu
Page 7 and 8: Retailing in India � Diversities
Page 9 and 10: TABLE 1.5: Where is the opportunity
Page 11 and 12: PRIMARY OBJECTIVE: 1.2 OBJECTIVES O
Page 13 and 14: diagram: Fig 1.1 There are various
Page 17 and 18: a preferential attitude towards it.
Page 19: Ten Tips to Build Customer Loyalty
Page 23 and 24: FACTORS ESSE�TIAL FOR BUILDI�G
Page 25 and 26: Before FUTURE CARD there were CENTR
Page 27 and 28: PENNE 10%-15% off on total bill amo
Page 29 and 30: The Claimed Benefits of Loyalty Pro
Page 33 and 34: Pantaloon Retail (India) Limited Pa
Page 35 and 36: Now we are going to discuss about a
Page 37 and 38: CE�TRAL’S Launched in May'04 at
Page 39 and 40: Feedback Strategic Planning in Reta
Page 41 and 42: Central Mall Institute Of Business
Page 43 and 44: desire. Selecting a target market i
Page 45 and 46: After my 3 months project in CENTRA
Page 47 and 48: • �eed-Based Customers: They ha
Page 49 and 50: It's simple! You'll compete by maxi
Page 51 and 52: I was the part of 3 events in PU�
Page 53 and 54: • Is signage up to date? • Is d
Page 55 and 56: DATA A�ALYSIS Research 1: Objecti
Page 57 and 58: Fig 3.5 age of customer 4. Gender o
Page 59 and 60: 22% 8% NORMALLY SPEND ON SHOPPING 1
Page 61 and 62: FIG 3.11 10. Are you interested to
Page 63 and 64: Q.1) Which store you find the price
Page 65 and 66: CENTRAL’S should maintain the ser
Page 67 and 68: Q.8) Which store has a good store l
Page 69 and 70: I�TERPRETATIO� & SUGGESTIO�:
Page 71 and 72:
From this above given questionnaire
Page 73 and 74:
Institute Of Business Studies & Res
Page 75 and 76:
1) �AME : 2) AGE: 3) ADRESS: 4) G
Page 77:
Research 2 : QUESTIO�AIEER Object
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