This action might not be possible to undo. Are you sure you want to continue?
Prince Arora 072 Rahul Sharma 078 Varun Mishra 112 Tarun Kumar 121
The flagship store in Mumbai was opened on 1st November 2001. More the amount spends more the benefits a customer gets from these cards. Customer can do it either in person or by a phone call to the service desk number. Globus has displayed the email id of its CEO for all kind of complaints and feedback via internet. Mission Statement: Achieve customer delight by offering quality products and services through a process of continuous innovation and adaptation.Launched in January 1998. . The company opened its first store in 1999 at Indore. Globus is a part of the Rajan Raheja group. • Customer Service Desk(CSD) – Every store has a service desk for complaints and feedback. In fact Globus is having Best in Class CRM practices and is highly praised for its return and exchange policies. – Specific format is given to the privileged customers for their details which is maintained in CRM Software. Currently Globus has 24 stores across India. It’s quite evident from the mission statement of the company that it is highly customer oriented company and do every possible thing for customer delight. CRM Model: Globus has divided it’s CRM practices mainly into two parts: 1. Customer Service Desk(CSD) Customer data base is maintained centrally by their CRM software (JDA & WinDi). The head quarters in mumbai has the database of all the 24 stores whereas individual store has the database of the customers who have purchased from the store only. • Customer Loyalty Program(CLP) – Under this program Globus issues Privelage cards to its customers depending upon the purchase. Customer Loyalty Program(CLP) 2.
Exclusive shopping hours are reserved for the card holders in which they are given special discounts and offers. Silver Card It is valid for 2yrs. Globus offers 3 different card categories. 150 at any Globus store. Temporary card is the first step towards obtaining a permanent privilege card of Globus. 4. It is obtained by converting a temporary card into silver by a cumulative purchase of Rs. Some of the benefits given to the Silver card holder are: 1. promotion and special shopping hours. 2000 in 3 months or by a down payment of Rs. The card holder is informed by call/sms about all the upcoming offers. 3. 5. Card holders are invited to all of the new product launches. in addition to a host of other privileges such as exclusive tie ups. namely: – Temporary Card – Silver Card – Gold Card Temporary Card A temporary card is issued on a minimum Purchase of Rs. This card can be upgraded to a Globus Silver Card on completion of purchases worth Rs. Birthday discount of 20% is given to every card holder which can be redeemed 15 days before or after the birthday.PRIVILEGE CLUB: The Globus Privilege Club card is a 1st of its kind in India. First 3 days of season ending sale are exclusively for the card holders only. each with its own benefits designed to suit Customers’ needs. . 2. 2000. It is valid for 3months. 500 in single visit. Members are immediately rewarded for purchases at any of their stores. If customer insists previous purchase can also be considered if previous bill of purchase is produced.
• • Dedicated globus videos featuring their brand ambassador Kareena Kapoor about the latest arrivals and fashion in every store. 15000 in a period of 2 years. It is valid for 3 years. 6. 7.6. Brand Ambassador’s dress displayed in each section of apparel is akin to the type of apparels(eg: Ethnic. 2. Complimentary soft drinks at arrival to the store. It cannot be obtained by any down payment. Exclusive previews of seasonal collections for gold card holders 7. Customer Awareness about Trends: Globus doing their business by making their customers aware about fashion and latest trends.). Gold Card holders are given all the benefits given to the silver card holders. Western etc. Automatic Membership Renewal at the end of the validity period subject to purchasing the qualifying amount for renewal. Free car parking for gold card holders. 4. Special billing counters gold card holders so that they don’t have to wait in a queue. Automatic Membership Renewal at the end of the validity period subject to purchasing the qualifying amount for renewal. Gold Card Silver card is upgraded to a Globus Gold Card on completion of purchases worth Rs. Big billboards are placed at strategically beneficial places as a part of their promotion campaign. Free home delivery of altered merchandise is given to all gold card holders. Along with these benefits some additional benefits given to Gold Card holders are: 1. Exclusive offers on national / multinational brands are given to the card holders. 5. 3. Birthday greetings and Cake along with it to all gold card holders of every store. Exchange Policy: . Discounts at various outlets and youth hangouts in many cities 8.
Written document of exchange policy is displayed in every store.Glosbus exchange policy is valid in all 24 stores across India. like goggles. belts. purses etc. There is no exchange on accessories of private label brands. If you are returning something then there is no cash back but they will issue you a credit note of the same worth which is valid for six months. This is specially meant to appease and delight the customer by giving some gifts/toys to their kids and serving them cold drink or hot beverage. 6000 every month under the name of Customer Delight Budget. Internal CRM: On joining every employee is given a one moth induction. If the defect is manufacturing defect then it is exchanged immediately else not. As per their exchange policy while exchanging the merchandise one need to carry bills along with but if you are a privilege card holder then you are exempted from it. The product is sent to the Lab and result comes within 14 days. Sales Officer: Rs 600/Week If an employee wants to leave the organization then he/she has to give 15 days notice to company so that – His PF can be settled . making him/her aware about the company policies and business overall. This document is made and approved by Top Management. Extending this courtesy is at the discretion of the sales person and depends upon the potential and worth of the customer. There is a special weekly bonus scheme which is given to the employees in each store depending upon their designation and target – Sales officer: Rs. Handling Customers Frauds: If the customer comes to the store asking for exchange of the merchandise on behalf of any defect then the defect is tested in a lab for weather the defect is a manufacturing defect or caused by mishandling by the customer. 300/Week – Sr. Customer Delight: Every store is given a budget of Rs.
It is a hugemall as compared to other malls in the area. • Well maintained parking This mall has very well arranged parking areas. Ladies and Gentlemen are being frisked appropriately every time they enter the mall. Availability of customers is not a problem at these markets. Shopping Mall • Popular Great India Place is a very popular mall not only in Noida but across Delhi-NCR. there is a sound security system in place on all the doors. Huge open area of the mall and multiple stories are great to look at. People from all over the area come here for all kinds of shopping in these markets. Also. Two wheelers and four wheelers have different parking areas. Resignation follows with exit interview to understand why the person is leaving and improvement areas. Well uniformed and behaved guards make the process easier. • Multiple entry/exit gates and Sound Security This mall has multiple entry/exit gates located in different locations. • Great Ambience As soon as the person enters into the mall. One finds a parking area even on the busiest days. It has got many branded outlets like BlackBerry. One can enter/exit according to his/her convenience. Atta Market & Sector-18 market. Great brands all around the places and clean and tidy surroundings with well lighted areas are a great experience in itself.– Incentives and bonus can be settled – Charge can be handed over to the other person joining in his place. • Strategically located This mall is situated just opposite to the most popular and most crowded shopping avenues of noida i. he comes across a great ambience of the mall. Globus Store • Easily Locatable .e. The Food Court is one of the biggest and most popular. Louis Philippe etc. These markets cater to all strata and age groups. People like to come to this mall for shopping and entertainment purpose.
. • Beautiful Lightening and great music The lightening in the mall is very nicely done. the music plays in the store is fantastic. However. Even if one enters the mall from other door. People had to face quite inconvenience due to this. As the store is huge and there are multiple options for clothes available. there are screens hung in the store displaying new fashion clothes with models etc. on the payment counter. Also. A big Globus board with attractive pictures of kareena Kapoor and other models is displaced.If the person enters from the main entry of the mall. People who were shopping on the second floor had to come down the floor to pay. one billing counter on the second floor was not working. The ratio of customer to staff is low. which is considered to be busy day in the mall. Also. one of the three credit card machines was not working. Staff/Billing • Less customer – staff ratio The staff to help customers is quite less. the store is located at the left hand with a huge entry. • Elaborative display The apparels are displayed very nicely in the mall. Both the floors are very open with high ceilings. • Non working cash counters and credit card machines On Saturday. they wear black pullovers without any globus name mentioned on the pullovers which are difficult to discriminate. Not only it is well lighted. Mannequins are placed in the middle of the mall showing men. There was a huge rush in the only working counter and customers had to wait for long for their turn. • Very Spacious The store is very spacious with a huge area on two floors. • Well behaved and educated staff. Ground floor is completely dedicated to ladies apparels and 2nd floor to men and children. women and children clothes. • In-discriminated uniform The staff wears a well discriminated uniform of green and white in summers. Proper lightening to highlight the dresses is being used. in winters. Customers have to wait and find out the staff for assistance. the staff to assist customers is less. the directions mentioning the location of the store are well placed.
Customer can buy any stuff of that value and also pay extra to buy costlier stuff. e-mail. Whenever the store comes up with a festival bonanza or any other scheme. When asked from them separately. contact no. They are well spoken with good language skills. store will provide coupon of the same value valid for 6 months. • Customer satisfaction survey. After shopping as well as in the mail. he was being very helpful and provided lot of information on the subject. People are being well informed about the schemes in the store and also not being bothered with unnecessary follow-ups. • B’day/ Anniversary greetings/schemes Whereas a silver card holder receives a card on his birthday and anniversary.The staff working in the mall is well educated and has good knowledge of the stuff available there. . Post Billing • Well informed about the exchange policy The store manager as well as the person on the counter was well informed about the exchange policy of the store. Aman Sharma was very helpful. if a customer comes to return the stuff. Customer Follow up • Occasional e-mail and SMS updates When customer purchases some material. This flexibility of Globus is very well known and is highly appreciated. Mr. Also. They are occasional and also very brief which customer does not uncomfortable to fill. they send e-mails or messages to them. It was a great interaction with him. There are stringent guidelines to exchange the clothes to save customer and the store from any inconvenience and conflicts. • Helpful and friendly The merchandise manager. He clarified many confusions and provided lot of details which helped us to gain good knowledge on the topic. One of the highly appreciated effort from Globus. he is requested to fill up a form with details like name. they explain the same policy in a good way. customers are being sent surveys which help them to serve the customer better in future. • Flexible If a customer wants to return stuff and is not able to find any similar stiff. gold card holders receive cake as well on these occasion along with a bouquet. staff will take extra care and will help in the process. When asked for help for this report.