Owned by- Future Group Target market- higher and upper middle class-customers. The large and growing young working population is a preferred customer segment.
Product
7 Ps People Price
Place
Promotion
Apparels
Food Farm product Chill station Home and Personal Care Electronic Bazaar Fashion and jewellery Furniture bazaar Child care and toys Other services
Time pricing
Low interest pricing
Bundling
4/16/2012
Big Bazaar
XIDAS, Jabalpur
10
saal ke sabse saste 3 din FUTURE CARD SHAKTI Card Exchage offers BRAND AMBASSADOR : M S Dhoni, Asin ADVERTISEMENTS: Print Ads, TV, Radio
People are the customers which are biggest asset of the company Employ around 500 employees per month Well trained staff at stores to help people with their purchases Well dressed staff improves the overall appearance of store Willing to help attitude and well groomed Use scenario planning as a tool for quick decision making Staff at store to keep baggage and security guard at every gate makes for customer friendly atmosphere
PROCESS
GAP -1 : NOT KNOWING WHAT THE CUSTOMER EXPECT Meat and fish not available. In house brand/ Private label - Srishti, Pink & blue Special Deals /Discounts. Efficient upward communication Building relationship Apt service recovery GAP -2 : NOT SELECTING THE RIGHT SERVICE DESIGNS AND STANDARDS Confusion when changes in layout. Long Waiting time in peak hours at cash counters Over crowding during offers
Strong communication strategies through advertising Manages customer expectations to a satisfactory level. Same policies and procedures at all outlets Never over promising
Accurate & error free transactions, Quality of the products Is se sasta aur achha kahin nahi Cleanliness , Ambience, layout, display designs, staff in uniforms Ease of Communication, Service Attention and Patience of Quality the sales staff Speed of response to complaints, Service without delays
Responsiveness
Dr. Otto Beisheim in 1964 he opened the first METRO Cash & Carry wholesale outlet in Germany. Ranks No. 1 worldwide in self-serve wholesale wholesale METRO Group today, is the third largest trading and retailing group in the world Motto:"From professionals for professionals Caters to commercial customers, such as small and medium-size retailers, restaurants, cafeterias, hotels and other service providers as well as institutions
offers 18000 articles at the best wholesale prices Availability, Facilities, Pricing etc.
Word-of-Mouth
Predicted Service
Parking
Product search
Billing counter
Registration desk
Scenario
Billing mistake.. Charged Rs 800 for adidas sport shoes which are not purchased.. Mistake identified by the customer.. Customer goes back to METRO cash & carry and complains..
Adaptability:
Accepting the billing mistake, Rs 800 falsely chargedAdaptability:
Recovery:
Apology for the billing mistake reason being a technical error in the system.
CRM
Metro Cash and carry card
Gold and silver membership/Bandhan card Transport facility to nearby areas Offers at fingertips: SMS, Mails.
CRM
METRO offer booklet @ every fortnight.. offers on over 300 products, highlights special events
Huge Discounts
Replacement