CABO SAN VIEJO

REWARDING LOYALTY

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 CONTENTS
Introduction

Sowt Analysis

Customer Loyalty Program

Action Plan

Other Problems

Suggested Solution

General View
 INTRODUCTION

Ж Founded By :Dave and Florence Blumenthal in

1977.

Ж Mission: To help people unlock their hidden

potential so they become healthy, happy, fully
self-actualized individuals.

Ж Offerings: Massage, Body-Treatments, Exercise

Physiology, Physical Therapy,
Acupuncture, Nutrition Counseling and hair and
nail care.
 SWOT ANALYSIS
STRENGTHS WEAKNESS
First & leading brand Inaccurate and
Wide offerings incomplete customer
Flexibility database
Excellent staff Add yourLittle
Title cross and direct
Excellent facilities marketing
Limited capacity

OPPURTUNITIES THREATS

Diversification and Stiff competition

expansion
Untapped market Increasing consumer
segments customers expectation
Demand will increase with
increase in health
awareness.
Increase customer loyalty
 CUSTOMER LOYALTY PROGRAM

• Should CABO SAN VIEJO implement a reward

program?

• Who should qualify? How should “POINTS” be

accumulated?

• What should the rewards look like?

• Should rewards only apply to CABO SAN VIEJO

or should they be redeemable at other places? If
the latter, then what types of partner?
 ACTION PLAN
 Rewarding loyalty should be started.

 Should acknowledge their customers by sending

them gifts on various occasions.

 Should send special package for a couples to

spend their anniversary at Cabo.
 ACTION PLAN
 Should Introduce membership cards .The
person possessing it will exercise free privileges
for example swimming , gym , massages etc. This
will help to generate loyal customers.
 OTHER PROBLEMS
 They are on the top of the pyramid in terms of
pricing.

 Lack of awareness campaign.

 Low customer to staff ratio (3.2:1)

 Failure to attract Men.

 Lack of accommodation.

 No Customer Database System.

 LEVEL OF CUSTOMERS
There are several levels of customers:

 1. Dissatisfied customer--Looking for someone

else to provide product or service.

 2. Satisfied customer--Open to the next better

opportunity.

 3. Loyal customer--Returns despite offers by the

competition
 SUGGESTED SOLUTIONS
 Cut down prices.

 Make people aware with the help of

electronic media.

 Concentrate on men oriented games.

 Regular Customer Satisfaction Programs,

like greeting their customers with flowers
etc.
 SUGGESTED SOLUTIONS
 Rooms should be well furnished.

 Expand your wings.

 Install advanced computer database

system.
 GENERAL VIEW
 It is not enough anymore to merely satisfy
the customer- Customer must be
delighted.
 Customer satisfaction is a measure of
product quality.
 While satisfied customers tend to be loyal
customers, loyal customers are not
always satisfied customers.
 If you keep your customer happy, they
will keep you in business.
PRESENTING GROUP : SELF BELIEVERS
AMITANSHU SRIVASTAVA
ALOK KUMAR
ARUN KHANDELWAL
A N PANIGRAHI
ANKIT GARODIA
ABHISHEK SAXENA

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