SUMMER INTERNSHIP PROJECT REPORT

“CUSTOMER EXPERIENCE OF TENHARD INDIA”

Prepared for the partial fulfilment of the requirement for the award of Degree in
MASTER OF MANAGEMENT STUDIES.

Submitted By:

Name: SNOWIL VICTOR TUSCANO

Roll No: 64

Year: 2020-2022

Under the guidance of

Prof. Jackson John

SFIMAR

St. Francis Institute of Management And Research, Mt. Poinsur,

S.V.P Road, Borivali (W) Mumbai.

Batch: 2020-2022
COMPANY CERTIFICATE
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 DECLARATION

I, Snowil Victor Tuscano Student of St. Francis Institute of Management And Research,
hereby declare that the summer project entitled “Customer experience of Tenhard India Of
Tenhard India Pvt Ltd, Noida” is my original and authentic work and to the best of my
knowledge and understanding, there is no plagiarism or dishonest means involved. The
project has been submitted under the valuable guidance of my guide.

Signature of the Student Faculty Guide’s Signature

_________________________ _______________________

Name: Snowil Victor Tuscano Prof. Jackson John

Course: Master of Management Studies (MMS)

Roll NO: SFMMS2022-0064

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PLAGIARISM REPORT
 ACKNOWLEDGEMENT

Firstly, I would like to thank Prof. Jackson John, my project guide who guided me and helped
me to complete my Summer Internship Project successfully. I would also like to thank my
corporate guide Mrs. Amrita Singh for the help and support to complete the project. I would
like to thank all the people who helped me out to the best of their abilities.
 TABLE OF CONTENTS

CONTENTS
INTRODUCTION ON RESEARCH WORK AREA ..................................................................... 1
INTRODUCTION ON DIGITAL SECTOR................................................................................... 3
LITERATURE REVIEW. ............................................................................................................... 5
GUIDELINES OF CUSTOMER EXPERIENCE ........................................................................... 8
NEED FOR STUDY......................................................................................................................... 9
PROBLEM STATEMENT .............................................................................................................10
OBJECTIVE ...................................................................................................................................11
DEVELOPMENT PLAN ................................................................................................................12
RESEARCH MEHODOLOGY ......................................................................................................13
STUDY ON CUSTOMER EXPERIENCE ....................................................................................15
CUSTOMER EXPERIENCE MANAGEMENT COMPONENTS ...............................................17
COMPANY PROFILE ...................................................................................................................23
TERM AND CONDITIONS OF TENHARD ................................................................................26
INDUSTRY PROFILE ...................................................................................................................31
DATA ANALYSIS AND INTERPRETATIONS ...........................................................................34
GAP ANALYSIS .............................................................................................................................39
FINDINGS AND INTERPRETATIONS .......................................................................................40
LIMITATIONS AND SCOPE OF STUDY ....................................................................................41
CONCLUSION AND RECOMMENDATIONS ............................................................................42
REFERENCES ...............................................................................................................................43
 INTRODUCTION ON RESEARCH WORK AREA

Tenhard India Pvt Ltd is a well-known e-media company in India.. They are publishers of
renowned titles like Tenhard Traveller and Food. They provide digital versions of media from
various publishers. They assist consumers obtain the newest news online by utilising cutting-
edge technologies. They also provide a huge by showcasing their talent on our e-media platform
to individuals who wish to establish a career in sales, marketing, content writing, or blogging.

Why Organizations Focus on Customer Experience

Businesses track customer experience to see how they can grow their client base, loyalty, sales,
profitability, market share, and overall survival. Although increased profit is the primary
motivator, exceptional organisations place a premium on the client and his or her experience
with the company. They work to make their customers happy and see customer experience as
the key to survival and profit. The quality and impact of their encounters, as well as the items
or services they get, determine the customer experience.

Customer Experience

As companies increasingly seek to evaluate customer experience, the concept has been hotly
contested. Customer experience may be related to both products and services and can occur in
a number of scenarios. It's a very subjective evaluation that's heavily influenced by client
expectations. The customer's experience of both interaction with the company (the "moment of
truth," as it is known in business literature) and personal results is also dependent on experience.
A happy client in the commercial sector, according to some academics, is "one who obtains
considerable additional value" to his or her bottom line, a description that may also apply to
public services. Depending on the context and the product or service, the customer experience
varies. A consumer can be pleased with a product or service, an experience, a purchasing
choice, a salesperson, a shop, a service provider, or a characteristic, or any combination of these.
Some academics reject using "experience" as a measuring criterion because it is "too hazy a
notion to serve as a meaningful benchmark," according to them. 4 Instead, they concentrate on
the customer's whole experience with a company or service contact, as well as a thorough
evaluation of that encounter.

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Customers are frequently asked to assess their providers and experiences in answer to specific
questions such as “How effectively did your physicians keep you informed?” in reporting
techniques established for health care consumer surveys. These surveys give "actionable"
information that identifies clear areas for development. Customer satisfaction is a very
subjective evaluation that is heavily impacted by individual expectations.

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 INTRODUCTION ON DIGITAL SECTOR

E-Media or Digital Sector.

Digital businesses use technology to create new value in business models, customer experiences
and the internal capabilities that support its core operations. The term includes both digital-only
brands and traditional players that are transforming their businesses with digital technologies
As digital technologies offer new ways to connect, collaborate, conduct business and build
bridges between people, it touches the core of all business functions and even the ways
organizations are managed.
Digital technologies have also challenged existing business models and continue to do so. One
of the key driving forces of it is the capacity of innovation and the consumerization of IT
certainly also plays a role. Digital business is about that stage you see in many maturity models
(in marketing, ICT, social, business, you name it): the converged – or fully connected/integrated
stage. From a sheer technology perspective it goes beyond the famous third platform and the
evolutions we are witnessing today: cloud computing, the Internet of Things, mobile, Big Data,
etc.
Automation, artificial intelligence, and machine learning are one of the most advanced
emerging technologies impacting the information technology sector as a whole. Automation,
AI, and machine learning are one of the largest growing digital trends impacting the IT industry.

E-Media
Electronic media plays a vital role in today's life of communication. It plays an important role
in highlighting problems in society either through entertainment, dramas or through news.There
are many forms of electronic media such as television, radio, videotape, internet through
computer etc.

Electronic media, in general, makes communication easy for people to connect with each other
by bringing them together through media facilities. Electronic devices have made their place in
modern life like life necessity.

E-Book
An electronic book displayed or read on a computer or on a hand-held electronic device, instead
of being printed on paper

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1. One device to many books
2. Accessible Everywhere
3. Easily updates
4. Shareable Content
5. Augmented reality experience
6. Easy on the eyes
7. Read aloud features
8. Interactive elements
9. Environment Friendly Option
10. Affordable in the Long Run

CHANGE CAUSED DUE TO COVID

There were lower amount of subscribers to grab as lower amount of people were able to get the
subscription ,As economic crises increased due to lockdown which led to major impact on
Digital media.

With the present pandemic crisis, it appears that going digital is the best way to keep safe. They
are proponents of digitization. As a result, they put everything you want to read together in one
place. Reading, subscribing, and shopping Tenhard is your next-door reading buddy who knows
just what you're looking for.

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 LITERATURE REVIEW.

The company aims to achieve the level of perfection that its competitors set. Kindle and Google
Play books are a massive entity with a bigger base following. We now conclude what we have
understood from the User experience and this literature review will have a few testimonies and
reviews to help the company move towards its competitions name.

Customer base- Tenhard have achieved a massive successes with establishing a customer base
of 3 lakh within a year of its formation. A year long journey that most competitors have been
in millions of users worldwide but they already have a parent Company to support them with
ready database to market.

Packages- currently the packages 1 year at ₹2499 an higher range than Kindle unlimited which
is at ₹1799 for an year. However, the waried option that tenhard Offers ranges from every day
news and magazines innturn trying to attarct more audience there.

The Customer of the Future. (Rishi Rath)

Studies says customers need to be targeted today with emerging technology transforming
customer expectations, it’s more important than ever to keep a laser focus on the experience
companies provide their customers. In future customer experience They have outlines ten easy-
to-follow customer experience guidelines that integrate emerging technologies with effective
strategies to combat disconnected processes, silo mentalities, and a lack of buyer perspective.
Customers of the future will demand experiences that make their lives easier and better.
They have prioritised the customer experience by incorporating a customer-centric mindset into
every area of their business. They'll figure out how new technologies like artificial intelligence
(AI), automation, and analytics are altering the game and devise a plan to incorporate them into
their goods and operations.

Transform customer experience.(Jason Andrews)

As customers are your future. Smartphones, social media and the internet have given customers
access to more information than ever before. They will switch to your competitor and never
return. They have map their journeys, identifying potential hazards and reshaping your business
with customer experience. Study shows how services to products, online to in-person, small-

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scale to multinational, your customers’ loyalty depends on how you interact with them. So
Customer Experience is your ultimate guide to put your customer first.
Transform Customer Experience outlines why and how you should integrate customer
experience into your business.

100 Practical Ways to Improve Customer Experience

Study of Sales and Marketing Category Virtually all consumer-facing businesses talk about
putting the customer first, but in reality, few deliver on this as effectively as they could. Study
of customer experience walks readers through a wealth of practical tips, tools, guidelines and
frameworks, for implementing their focused marketing strategies at every step of the their
journey. Companies may identify areas for improvement and execute applicable measures
along the value chain to transform their business by ensuring that the client remains the primary
focus.
This book is a unique and important resource for both senior industry executives wanting to
improve their businesses and MBA students, as it is filled with real examples. A best practise
checklist for optimising mobile apps is available online.

The Endangered Customer

The Customer, Their study present us strategy to create loyalty in the age of the empowered
consumer. They have shown why’s a people first approach is more important than ever and
offers a road map any business can follow to deliver a welcoming and personalized customer
experience at every touch point. Companies invest heavily in technology to manage their
customers and earn repeat business, but high-tech approaches have fallen short according to
upcoming situations,
"While digital technology may assist agility and service, when customers have so much choice
and power in the selection and e-media process, technology alone can not maintain long-term
partnerships, on the other hand you hold the key to a high-performing customer retention
culture. Read it to ensure the survival of your customers.

Why Customer Leave

If you have become tired of spinning your wheels and watching clients leave without warning,
This Study will show you how to foster genuine interactions with customers, They've laid out
the causes for the recent shift in consumer mentality and expectation, as well as the numerous
ways in which businesses unwittingly push customers and prospects to rivals, and how offers a

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multitude of creative strategies and tactics to attract and retain new prospects. They show results
and articulates the disturbing new dynamic that has arisen from easy-to-find, one-click-away,
at-your-fingertips options that is the digital world “We have become a world of impatient,
intolerant and demanding customers, and now we move on quickly if inconvenienced in any
way.

The customer experience

As Customer Experience study shows you how it would be like if all your customers loved
the way you Serve them & Constantly raved about you to others, They want to be the Perfect
Team, that delivers amazing customer service, consistently, to your Appreciative, they need
valued customers, That is how its Booming business because the experience your customers
have when they engage your business was above and beyond anything that they could
experience, Such change is what 'The Customer Experience' will do for you.

This experience shown is what offers about energy and customer service are spot on. They
believe this is the key to helping companies create a culture for their employees that takes the
customer experience to another level that will show up on the bottom line. Such customer
experience is need in upcoming digital sectors for future growth.

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 GUIDELINES OF CUSTOMER EXPERIENCE

Do’s
1. Customer experience is set to be the number one brand differentiator in 2020 and further.
2. 1 in 3 customers will leave a brand if they love after just one bad experience.
3. Customers are willing to pay a price premium of up to 13% (and as high as 18%) for luxury
and indulgence services, simply by receiving a great customer experience,
4. 49% of buyers have made impulse purchases after receiving a more personalized customer
experience.
5. Customers that give a company a high customer satisfaction score (i.e. 10/10) spend 140
percent more and stay loyal for up to 6 years.

Don’ts

1. Customers face Difficulties in purchasing processes

2. Negative experiences with customer support lead to bad influence

3. Compromising a customer’s personal security which end result is losing customer

4. Waiting too long on hold ,giving more time to grab customer ,end result leads to no output.

5. Ignoring customer feedback which doesn’t leads to change in growth of your product.

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 NEED FOR STUDY

Customer experience survey is a management information system that continuously captures

the voice of the customer through the assessment of performance from the customers' point of
view, driving the results throughout an organisation, and implementing experience survey is a
systematic process for collecting consumer data, analysing this data to turn it into actionable
information, driving the results throughout an organisation, and implementing experience
survey is a management information system that continuously captures the voice of the
customer through the assessment of performance from the customers' point of view.

As a customer is willing to buy more from organizations that offer a better experience also has
a direct correlation to customer retention. Customers are less likely to move to the competitors
if they appreciate their experience. If the experience is unpleasant, however, 89 percent of
customers are inclined to purchase from your competitors.

As your competition is growing and gaining more accessibility to your customers, learning
where they hang out and how to ease their pain points.

There has been a customer-facing shift they are known as self-empowered, educating
themselves thoroughly before each purchase decision, engaging your brand via whichever
channel they deem fit and giving excellent service.

This has given the product new ways and opened up a new competition for you to conquer in
order to win and keep customers, the best customer experience.

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 PROBLEM STATEMENT

As Customer Problem Statement clearly says on the problem that you need to give best product
or need to solve problems of your customers.

The above statement is meant to help us understand the customer experience you are attempting
to transform, or the space you are attempting to enter, by building your new product or service.

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 OBJECTIVE

THE OBJECTIVES FOR THIS STUDY ARE AS FOLLOWS: -

A systematic study's foundation is the identification of objectives. When the foundation is firm,
the research will be beneficial since it will reflect the intended solution to the problem and aid
in the correct exploitation of opportunities.

Objectives:

The objectives of the research are:

1) Determine which sales promotion techniques will boost sales.

2) To determine how a brand ambassador might affect sales promotion.

3) To find out the market share of “Tenhard india”

4) To know the features that attracts the customer to subscribe to Tenhard India.

5) To determine the level of client satisfaction with "Tenhard services."

Customer service's main goal is to understand customers' needs, connect with them, respond to
their questions, handle service issues, improve customer experience and nurture relationships,
increase credibility, and build customer loyalty.

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 DEVELOPMENT PLAN

Make client satisfaction your company's ultimate objective.

All consumer touchpoints must be identified.

Customer service objectives must be set.

Customer service KPIs (key performance indicators) must be identified and monitored.

Create a customer support staff that is passionate about what they do.

Create a strong customer service toolset.

Make a research methodology for your company's improvements.

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 RESEARCH MEHODOLOGY

RESEARCH METHOD:

This project involves study of Customer Experience of Tenhard on an digital platform where
newly updated Newspaper, magazines and other Reading material is available.

Survey method:

A survey is a full-fledged process that requires considerable technical expertise. The majority
of survey methods are personal in nature. Surveys are the greatest way to collect primary data.
The respondents are interviewed with the purpose of gathering information for the study.

Sampling: It is not always essential to get information from the entire cosmos. It's possible that
a modest representative sample will suffice. A sample is a small collection of items taken from a
larger batch. This tiny group was photographed in a huge parking lot. This tiny sample should be
a cross-section of the population and really "representative" in nature. This method of selection
is known as sampling.

Sample size: Samples are technologies that allow you to learn about huge groups of people by
studying a few individuals. The number of people in the sample is 60.

METHOD OF SAMPLING.

Random sample method:

The random sample approach was used in this study. A random sample is one in which every
object in the universe has the same known probability of being chosen.

DATA SOURCE:

Collection of data:

The availability of essential and usable data is one of the most significant instruments for doing
market research. It's more of an art than a science to collect dates. Marketing research
methodologies are, in some ways, data collecting approaches. There are two types of sources
of information.

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Internal sources:

Every business is required to retain certain documents, such as accounts and reports. These
records give examples of information that an organisation could gather in the course of its
operations.

External sources:

When internal records are insufficient and necessary information is unavailable, the business
must depend on outside data sources.

a) Primary data:

Primary data is information acquired for a specific purpose in its original form and for the first
time. This information is gathered by researchers in order to investigate a certain issue.

Here the primary data is data collected through questionnaire by directly meeting the customers

b) Secondary Data:

Secondary data is information gathered through published sources, rather than information
gathered for the first time.

Data acquired from the company's brochures, pamphlets, catalogues, and website is referred to
as secondary data. The secondary data is collected through Tenhard India Pvt Limited.

RESEARCH DESIGN:

Exploratory research design is followed in this project.

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 STUDY ON CUSTOMER EXPERIENCE

CUSTOMER

A customer is a person or company that purchases goods or services from another company.
Customers are essential since they are the source of revenue; businesses would not exist without
them.

As an example, A client is someone who purchases goods or services from a store, restaurant,
or other retail establishment. A customer is someone who buys a television from a store that
sells electronics. A person who purchases products or services from a store or company.

CUSTOMER EXPERIENCE

Customer realities in selecting, getting and using a solution that enables a capability they want.

"Customer experience is the total of all the encounters that a customer has with an organisation
during the course of the relationship with that company or brand.

CUSTOMER EXPERIENCE MANAGEMENT

Discipline in treating client connections as assets with the objective of converting them into
brand evangelists.

Through distinct encounters, good customer experience management may strengthen brand
preference. Increase income by increasing existing customer sales and generating new sales
through word of mouth. Enhance customer loyalty (and turn customers into advocates) by
providing valuable and memorable customer experiences.

CUSTOMER EXPERIENCE OPTIMIZATION

The practise of knowing your consumers and offering the greatest possible experience for them
across all touchpoints is known as experience optimization. Through controlled
experimentation and dynamic experience delivery, organisations may improve their consumers'
experiences through Experience Optimization.

CUSTOMER EXPERIENCE ENABLEMENT

Customer experience enablement is a method of improving a company's customer experience

by making fundamental changes to both customer-facing and internal operations. Providing a

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branded experience that meets both the consumer's expectations and the company's desired
experience for the customer.

To win trust, loyalty, and long-term financial growth, build a bridge between the voice of the
consumer and customer involvement.

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 CUSTOMER EXPERIENCE MANAGEMENT COMPONENTS

CUSTOMER KNOWLEDGE (ways of understanding customer)

* Voice of the customer –

The term voice of the customer refers to your customers comments about their experiences with
and expectations for your products or services. It focuses on the requirements, expectations,
and understandings of customers, as well as product enhancement and consumer sentiment
monitoring.

* Net promoter score – a way of summarizing voice of the customer: percent who would
recommend a brand minus percent who would not. The Net Promoter Score is an index ranging
from -100 to 100 that measures the willingness of customers to recommend a company's
products or services to others. It is used as a proxy for gauging the customer's overall experience
with a company's product or service and the customer's loyalty to the brand.

* Customer intelligence – The collecting and analysis of comprehensive customer data in order
to identify the best methods to connect with each individual client is known as customer
intelligence (CI).This, in turn, generates goodwill, enhanced brand perception, word-of-mouth
promotion and, of course, long-term customer loyalty.

It has integration, mining, and analysis of customer data

* Customer experience journey map – A customer journey map is a basic concept, it's a
graphic that depicts the stages your consumers take while interacting with your organisation,
whether it's through a product, an online experience, a retail experience, a service, or any
combination of these.

* Internal branding –

Internal branding is a crucial link between developing a plan and putting it into action.
Dissatisfaction and incompetence can be reduced through open and effective communication.
This type of branding has applications in a variety of fields, including marketing and brand
management.

Each employee has an internal understanding. Suppliers and alliance partners should be aware
of the influence they have on the external customer experience.

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CUSTOMER WELL-BEING (efforts to translate customer knowledge into
organizational attitudes and behaviours)

* Customer care - Customer care is the act of establishing an emotional bond with your
consumers, whereas customer service is the advice or help that your company offers them.
Customer care is less measurable than customer service and focuses on one-on-one contact with
customers.

It organization's conscience in favour of customers’ welfare, and outreach to customers

accordingly

* Customer satisfaction – Customer satisfaction is a calculation that indicates how happy

customers are with a company's products, services, and skills. Information on customer
satisfaction, such as surveys and ratings, can aid a firm in determining how to enhance or alter
its products and services.

It is comparison of customers reality versus expectations

* Service excellence - Customer Service Excellence seeks to popularise professional, high-

level customer service concepts by providing a one-of-a-kind improvement tool to assist service
providers in putting their customers at the centre of what they do.

It is an delivery of purchased services or remedial services, or post-sale assistance to customers.

* Customer-centricity – Customer-centricity means recognizing the customer and placing

them at the centre of everything you do. Customer-centric businesses work to understand their
customers and act on that knowledge by cultivating a culture that allows workers to make the
best decisions for both the customer and the company at the same time.

It is an degree that customers’ welfare is at the centre of the solution provider's decision-making
and actions.

* Customer experience improvement-

 Use AI to enhance the smooth experience.

 Help customers resolve problems faster
 Use sentiment analysis to analyse customer feedback. ...
 Use AI as a customer-service assistant.
 To process-wide problem resolution and prevention.

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* Customer complaint resolution -

1- Listen to the complaint. Thank the customer for bringing the matter to your attention.

2 - Record details of the complaint.

3 - Get all the facts.

4 - Discuss options for fixing the problem.

5 - Act quickly.

6 - Keep your promises.

7 - Follow up.

8 -Solving issues and communicating solution to complaint originators.

* User experience — User Experience (UX) deals with people interacting with your product
and the experience they receive from that interaction. ... Customer Experience ,in contrast,
encompasses all the interactions a person has with your brand

It has intuitive and inviting environment for customers’ use of the product or service, or for
exploration and purchase of the product or service, e.g. retail store or website

* Customer touch points — Customer touchpoints are your brand's points of customer contact,
from start to finish. Touchpoint definition: A touchpoint is any time a potential customer or
customer comes in contact with your brand–before, during, or after they purchase something
from you.

An opportunities for customers to interact with the solution provider or its messages or
products/services

* Customer effort - Customer Effort Score is a single-item metric that measures how much
effort a customer has to exert to get an issue resolved, a request fulfilled, a product
purchased/returned or a question answered. Customer churn is a key business driver and
customer effort is a great indicator of loyalty.

An amount of effort the customer has to put forth during their experience with a product/service

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* Customer experience innovation — Experiences that make every interaction totally natural,
useful, easy and seamless. That are based on actually listening to customers, and meeting their
unmet needs in ways they can't conceive.

It is an designing and implementing novel methods to enhance customer experience

Customer Profitability (efforts to increase revenue and profit from customers)

* Customer relationship management — Customer relationship management (CRM) is a

system that allows you to keep track of all of your company's relationships and interactions
with customers and prospects. The objective is straightforward: to improve commercial
connections. A customer relationship management system (CRM) aids businesses in staying in
touch with customers, streamlining operations, and increasing profits.

It is an use of a database of customer transactions and facts that enable customized

communications (1-to-1 marketing), upselling, cross-selling, and data-mining

* Experiential marketing – Experiential marketing is a marketing technique that creates

experiences between brands and consumers. Experiential campaigns use an activation (for
example product sampling, immersive experiences, stunts, events, etc.) to bring brands to life
and interact directly with the target audience.

Events and campaigns that build customer advocacy.

*Customer advocacy – A customer advocacy program (Advocate marketing program) is a

marketing program that encourages and enables your highly-satisfied customers to pro-actively
recommend your company and its products/services to friends, peers, and others.

It is an word-of-mouth promotion (buzz marketing) of a brand by enamoured customer

* Branding – Branding is the process of communicating a unique selling proposition, or

differential, that sets a product or service apart from the competition. Examples of branding
techniques include the use of logos, taglines, jingles or mascots.

It is creating and communicating a distinctive identity.

* Customer lifetime value – Customer lifetime value is one of the key stats likely to be tracked
as part of a customer experience program. Customer lifetime value is a measurement of how

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valuable a customer is to your company with an unlimited time span as opposed to just the first
purchase. This metric helps you understand a reasonable cost per acquisition.

An profitability of customers’ cumulative purchases.

* Customer lifecycle management – Customer lifecycle management is the measurement of

multiple customer-related metrics, which, when analysed for a period of time, indicate
performance of a business. Any customer lifecycle management program would need to use a
customer relationship management system.

Nurturing the phases that customers go through over time in their relationship with a brand.

* Customer loyalty – Customer loyalty is an ongoing positive relationship between a customer

and a business. It's what drives repeat purchases and prompts existing customers to choose your
company over a competitor offering similar benefits. One way to look at loyalty is in the context
of brand.

Efforts to expand customers’ share of wallet

* Customer community – A customer community is defined as places or platforms for

customers, experts, partners, and others to discuss a product, marketplace, post reviews,
brainstorm new product ideas and engage with one another about a company's
products/services/brands.

An opportunities for customers to engage with one another.

* Customer references - A customer reference is a story or set of stories told by your customers
that highlight what is great about your company. When you create a customer reference
program, you are essentially creating a list of customers who you can rely on to tell their stories.
An testimonials from customers

* Co-innovation – Enterprises increasingly are setting up co-innovation partnerships with

customers, universities, suppliers, start-ups and even competitors. Co-innovation which
involves the sharing of risks and rewards and often includes the development of joint
commercialization plans is increasingly the favoured approach.

Joint product development efforts with customers.

* Customer retention – Customer retention refers to a company's ability to turn customers into
repeat buyers and prevent them from switching to a competitor. Customer retention is different

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from customer acquisition or lead generation. It focuses on customers who have already signed
up for a service or purchased a product from you.

Efforts to extend a customer's duration of ongoing purchases.

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 COMPANY PROFILE

Tenhard India Pvt Ltd is digital company. They are publishers of renowned titles like Tenhard
Traveller and Food. They provide digital versions of media from various publishers. Using the
latest technology, they help people get the latest news, digitally.

Vision of Tenhard India

Tenhard's main purpose is to elevate digital reading and give you with a one-stop shop for all
of your reading demands. No more scouring the internet for your favourite magazine or
newspaper. Simply choose from a variety of categories to read on the move. To make your
search easier, they have classified the magazines by category. Every newspaper, whether
regional or international, may be found on their digital newsstand.

They have no intention of stopping right there. You will be exposed to a broad selection of
blogs and articles from various genres in addition to popular magazines and newspapers. You
may also read your favourite novels and books from all around the world in one sitting. They've
organised all of the books and novels by well-known writers into separate categories so you
may quickly sort through them.

Mission of Tenhard India

Reach out to each and every customer with simplified and modernized e-media solutions
through superior technology and better customer experience.

They have a blog area where they can read our freshly brewed quality writings on themes that
interest, thrill, and delight them. Tenhard has also launched its own magazine edition, which
will meet all of your reading demands. Tenhard India's websites include everything from travel
to cuisine to business to sports to celebrities and lifestyle.

Incorporated on July 20, 2020, Tenhard India Private Limited is a privately held corporation.
Located in East Delhi, Delhi, it is a private limited business categorised as a private One lakh
rupees have been set up as approved share capital, and one lakh rupees have been set aside as
paid-up Tenhard India Private Limited is now in the state of "Active.". Unfortunately, Tenhard
India Private Limited's latest annual general meeting has not been made public. First-year
financial statements are still pending with the registrar. Ajay Kumar Singh and Parul Puri are

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the two directors of Tenhard India Private Limited, a According to public records, the business
has two directors, so far.

TENHARD COVERAGE
There are presently two directors that have been on the board for the longest period of time:
Ajay Kumar Singh and Parul Puri, For the past year and a half, they've Other directorships held
by Ajay Kumar Singh total one. The company's directors have a total of 0 connections to other
firms.
The company has being located in Noida Uttar Pradesh. They have being providing services in
Mumbai and pune cities.

PRODUCT PROFILE
Tenhard India offers wide range of digital reading services and online daily newspapers. It has
various services that to meet the demands of a wide range of clients. There are a number of
value-added services offered by the firm as well.

Coupon codes
While subscribing, users might receive electronic discounts on their mobile device or laptop
that provide benefits while doing payments.

Products
All types of Magazines, Daily newspapers, Books can be seen on this website. They provide all
premium stuff which suits every individual, This wide range of products are categorized as
follows ; Adventurous books, Animals related information, Automobile magazines, Business
magazines and so on .Such types of e –reading material will be available at this platform.

Services
A Customer who has subscribed can access to all types of services like he will be able to read
the contain from any place wherever he is, It provides subscriber excess to four logins so that
he can login on his Mobile, Tab and even his Laptop, this makes reading easier.
There is a download option for all reading contain so a person is willing to read later he can
download the contain of his choice and may read it later as per his convenience.

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TENHARD SUBSCRIPTION

You need to login to their website where you can see all plan of subscription, So accordingly
you can choice your plan:
Login can be done though Gmail ID or Your Mobile Number.
Subscription Costs:
PLAN COST TIME PERIOD UNLIMITED
ACCESS
Normal Rs.999/- 3 Months Yes
Silver Rs.1599/- 6 Months Yes
Gold Rs.2499/- 1 Year Yes
Platinum Rs.3499/- 2 Year Yes
Diamond Rs.4999/- 3 Year Yes

Above plan can be subscribed through their website that is Tenhard India PVT LTD.

New plans Introduced

They have introduced new plan for their better sales and customer efficiency.
It cost is Rs.300/- per month which has all access to e- reading contain.

Bill Payment
It's time with Tenhard India, you have the option to pay your account by credit card, debit card,
Net banking, UPI .Payment should be made in the favour of Tenhard India Pvt ltd. To ensure
quick and easy processing of your payments please use UPI means as it help your payment done
faster. Once payment process is done you will get an e-payment copy on the website and on
your register email ID.

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 TERM AND CONDITIONS OF TENHARD

These terms and conditions apply to this website as well as any other website, application,
online portal, or service established, managed, or made accessible by Tenhard India that is in
any way associated or linked to this website and/or its terms and conditions, such as author
websites (collectively referred to as sites). Tenhard India or its suppliers own all software used
on this site, as well as any material published on this site (including, without limitation, site
design, text, graphics, music, and video, as well as the selection and arrangement thereof),
which is protected by international copyright laws.

These terms and conditions govern your use of the sites and are a contract between "you" (user)
and "us" (Tenhard India). This agreement, along with all updates, additions, extra terms, and
all of Tenhard India's regulations and policies, is referred to as the "Agreement" between you
and Tenhard India. You provide your consent to be borrowed by this agreement by accessing
this site. You must exit this site immediately if you do not agree with the rules of usage
presented as terms and conditions.

This site's information and resources are intended exclusively for personal and/or non-
commercial use. You do not acquire ownership of any information or material available on this
website as a result of your use of it.

Changes to Terms of Use

Tenhard India India Private Limited (“Tenhard India”, “WE”, “US”, OR “OUR”) retains the
right to amend, modify, add, or delete sections of these terms and conditions of use at any time
at our sole discretion. Please review these terms and conditions on a regular basis for any
changes. All modifications will take effect 24 hours after they are posted, and your continued
use of the sites after those changes are posted means you agree to them. Other terms and
conditions regulating the purchase of items, such as return and shipping policies, may be in
place.

Copyright and Ownership

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The Indian Copyright Act, 1957, and subsequent amendments, the Trademark Act, 1999, and
subsequent amendments, moral rights, and other laws relating to intellectual property rights
protect all content on this site, including but not limited to text, music, sound, photograph,
videos, graphics, and images.

Without the previous written consent of the copyright holder, no part of the material may be
downloaded, copied, reproduced, republished, posted, communicated, stored, sold, or
distributed. This does not apply to material made accessible for ‘downloads' and sharing on
social media on a single computer for personal, non-commercial home use only, as long as all
copyright and property notices are preserved.

It is forbidden to modify or use any of the material for any other purpose than that stated above
(including, without limitation, on any other website or computer network).

You must acquire permission before reusing any copyrighted material available on the Sites,
unless otherwise authorised by relevant copyright laws. Permission and requests to reprint
and/or reuse any of the information, as well as to utilise quotations or extracts from any Tenhard
India books produced or made accessible on the website, are granted.

Links to third-party web sites

Links to third-party Internet websites that are managed and maintained by others may be found
on the site. These links are provided purely for the convenience of users and do not imply
Tenhard India's sponsorship of the sites linked to or referenced to, nor does Tenhard India have
any control over their content.

Without Tenhard India's prior written consent, you may not use Tenhard India's name or any
language, pictures, or symbols that could, in Tenhard India's opinion, imply Tenhard India's
endorsement in any I written or oral advertising or presentation, or (ii) brochure, newsletter,
book, or other written material of any kind..

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Fees
Tenhard India or its suppliers or agents will bill your credit card or an alternative payment
method for any costs for any items and services offered on the Sites. You represent to us or our
vendors that you are the authorised user of the credit card used to pay for the products and
services when you give credit card information to us or our vendors. You agree to compensate
Tenhard India and its vendors or agents for any expenses used to recover sums outstanding,
including attorney's fees and other legal expenses, if legal action is required to collect on
balances due. You are responsible for purchase of, and payment of charges for, all Internet
access services and telecommunications services needed for use of the Sites.

Removal of User Submissions

We will not monitor, edit, or disclose the contents of a user's email unless it is required to do
so by law or in the good faith belief that such action is necessary to:

(1) comply with the law or legal process served on Tenhard India or the Sites.

(2) protect and defend Tenhard India's rights or prop; or

(3) act in an emergency to safeguard our guests the Sites or the public's personal safety. Tenhard
India has no responsibility to pre-screen any such content, and users are entirely responsible for
the content of their communications. However, we reserve the right to edit, refuse to post, or
remove any material submitted to or placed on the Sites in our sole discretion. Without limiting
the above, we reserve the right to delete any material that we deem to be in violation of these
Terms of Use or otherwise objectionable, as well as the right to restrict access to the Sites to
any user who fails to comply with any term of these Terms of Use.

If we determine, in our sole discretion, that you have violated or are likely to violate the
foregoing prohibitions, we may take any action we deem necessary to cure or prevent the
violation, including, without limitation, the immediate removal of the related materials from
the Sites, in addition to any other remedies available to us at law or in equity. Any law
enforcement authority, court order, or subpoena asking or ordering us to reveal the identify of
anybody uploading such content shall be completely honoured.

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Account Registration and Security

You may get or create one or more user names, passwords, and accounts if you opt to register
as a member of a Site. You agree to:

(a) submit true, accurate, current, and full information about yourself as requested by the
appropriate registration form (such information being the "Registration Data") in exchange for
the use of your registration. and

(b) keep the Registration Data truthful, accurate, current, and full by maintaining and
immediately updating it. Tenhard India reserves the right to suspend or terminate your account
and refuse any and all current or future use of the Sites if you provide any information that is
untrue, inaccurate, not current, or incomplete, or if Tenhard India has reasonable grounds to
suspect that such information is untrue, inaccurate, not current, or incomplete (or any portion
thereof). Your password and account are completely your responsibility in terms of security
and confidentiality. Furthermore, any and all activities that occur under your account are solely
your responsibility. You undertake to tell us promptly if you become aware of any unauthorised
use of your account or any other security breach. You are responsible for taking the necessary
precautions and implementing the appropriate security measures for your position and intended
use of the registration and Sites. Under some situations (such as in response to legal duty, lawful
process, orders, subpoenas, or warrants, or to defend our rights, customers, or company), we
have the right to share user billing, account, content, or user data, as well as associated
information, to third parties.

Termination
Tenhard India may suspend or terminate any user's access to all or any part of the Sites,
including any account thereon, at any time and without notice for any reason in Tenhard India's
sole discretion, including but not limited to Tenhard India's belief that such access would violate
any applicable law or be harmful to Tenhard India's or another user's interests. You shall lose
access to all of the Sites and all of their Content if the Agreement is terminated. Even if we stop
or cancel your access to the Sites, your responsibilities to Tenhard India under these Terms of
Use will remain.

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Agreement
This Agreement is the complete agreement between the user and Tenhard India, and it replaces
all earlier agreements or understandings (written or oral).

User Information

Tenhard India gathers information on which pages customers access or browse, as well as
information voluntarily provided by customers, such as survey responses and/or site
registrations. Tenhard India utilises this information for internal evaluation in order to improve
the Site's content and alert customers about improvements.

If you provide your postal address on-line, Tenhard India guarantees that you will only receive
the information for which you provided your address; however, if you do not wish to receive e-
mail from Tenhard India in the future, or if you wish to be removed from mailing lists, please
let us know by sending an e-mail to info@tenhardindia.com.

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 INDUSTRY PROFILE

An introduction to the global e-book reader market

It is also known as a "e-book reader" or "electronic book reader" and is a small, portable
electronic gadget In general, e-book readers are designed to run for long periods of time while
requiring minimum electricity E-ink technology is used by the majority of e-book readers. e-
book readers provide a number of advantages such as mobility, storage capacity and the
potential to learn other languages.

As online material is being incorporated into educational curricula, e-books are becoming more
popular, the e-learning industry is expanding, and the availability of free e-books on the internet
is projected to drive demand for electronic book readers Although the worldwide e-book reader
market is expected to expand slowly in terms of revenue, this is due to the increasing usage of
smartphones and tablets.

Opportunities for e-book reader manufacturers will come from the e-

learning sector

It's a good time to be an investor in e-learning since it has a lot of potential as the future
generation education system. E-learning paradigms are changing in the global education
industry due to the explosion in demand for linked devices and digital education.

In 2016, the worldwide e-learning industry was valued at US$ 166.5 billion, and it is expected
to reach US$ 255 billion by the end of 2017. Digital developments in the education industry,
particularly in the area of e-learning, are projected to change students' and other end users'
personal learning experiences, as well as create attractive commercial prospects for e-book
reader makers.

MARKET OVERVIEW

The e-book market (henceforth, referred to as the market studied) was valued at USD 18.13
billion in 2020, and it is expected to reach USD 23.12 billion by 2026, registering a CAGR of
4.9% during the forecast period (2021-2026)

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The worldwide e-book industry is being driven by technological advancements and the
sophistication of reading devices that give an experience akin to reading a physical book. The
growing use of smartphones and the multilingual capabilities of e-books are projected to boost
global demand for e-books.

The easy access for a wide range of e-book libraries through an application or online services
is being consumed over the internet, thus emerging as low-cost alternatives to the traditional
delivery method. Services available for these e-books, such as e-lending, have also supported
the adoption of e-book across the world.

Besides, libraries and publishers are also increasingly receiving responses for e-books. Hachette
Book Group, one of the big publishers, announced that in 2019 the publishing company
generated EUR 2.38 billion, which was a 5% increase since 2018.

Furthermore, the environmental protection campaigns from governments across the globe,
especially for saving trees to reduce the use of paper, also increases the demand for e-books.

Libraries across the country have closed most of their services to mitigate the spread of COVID-
19. However, many are still offering electronic reading materials. Moreover, due to decreasing
cost of e-books, libraries are now able to buy more copies of the e-books, which is aiding in the
market growth.

Increased Use of Electronic Devices

The worldwide e-book industry is expected to expand significantly as the number of portable
reading devices such as smartphones and tablets increases. Because of the fragility of books,
the necessity for proper maintenance, and the expensive cost, consumers prefer e-books to
books.

The digitalization of books and their online accessibility is intended to create an innovative
ecosystem that will provide readers with a real-time experience. Customers with tablets or e-
readers are more likely to read e-books on those devices; but, consumers with PCs or mobile
phones may also use those platforms.

While consumers in the United States are more likely to use digital technology for reading, the
German populace is also increasingly adopting electronic gadgets for reading. The firms that
operate in the market also support this need. Following Apple Inc.'s lead, Kobo Inc. added a
night-time mode that turns the screen yellow, allowing the eyes to rest.

As a result, tablet and e-reader ownership is on the rise, with e-reading being the most popular.
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E READING FUTURE IMPLICATIONS

Publishing a book is not a typical business. Book publishing continues to be extremely

gratifying for those publishers and editors who are prepared to labour for the sheer love of it.
However, owing to the introduction of eBooks, the previous two decades have not been
especially positive for investors seeking traditional profits.

Text is shown on monochrome ink displays in basic eBook Readers. The eInk looks and feels
like paper, and it's comfortable to read for extended periods of time. It's not illuminated on the
cheapest versions, so you'll need light to view the text, just like you would with a printed book.
However, most eBook Readers now come with edge illumination, which allows you to see in
the dark. You may change the brightness level on each model from barely visible to flashlight-
bright. You can read in the dark while your companion sleeps comfortably next to you on the
lowest settings.

In all situations, eInk is considerably simpler to see in broad sunshine than colour touchscreens
on tablets, which tend to bleach out and have distracting reflections on their glossy displays.

The industry appears to have agreed on six inches as the ideal display size for eInk readers;
most Amazon Kindles, for example, have this display size. However, there are certain
exceptions. The Forma from Kobo is much bigger, at eight inches. If you're looking for clarity,
you're in luck: 300 pixels per inch appears to be the new norm among the most recent eBook
Readers (aside from the base model Kindle).

The quality of these eInk displays is likewise being improved by manufacturers. Page refreshes
were sluggish a few years ago, the entire screen flashed black with each page flip, and some
early eBook readers had issues with font contrast, making reading difficult. That's all there is
to it. The most recent readers feature crisp, clear text and use caching methods that virtually
never reload the entire page; instead, only the characters fade in and out. The website now
refreshes considerably more quickly than previously.

Touchscreens, on the other hand, offer an inherent advantage: on-screen keyboards make it
simple to take notes or do searches inside your books' text. It's also a lot simpler to navigate a
large online bookshop on a touch screen gadget.

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 DATA ANALYSIS AND INTERPRETATIONS

Table No.1

Percentage showing no. of readers of Tenhard India .

Number of Readers reading on daily basis are 61.9% as per above chart.

Number of Non Reader are 38.1% as per above chart.

Table No.2

Percentage showing no. of people prefer Reading Digital or Printed.

Number of Digital Platform Readers is 58.7% as per above chart.

Number of Printed Platform Readers is 41.3% as per above chart.

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Type of Contain People Perfer for reading most of the times.

Table No.3

Sr Products No. of Responses Percentages

No,
1 Newspaper 31 49.2%
2 Books 23 36.5%
3 Magazines 4 6.3%
4 Comics 1 1.6%
5 News Articles 1 1.6%
6 All of the above 1 1.6%

Chart showing the percentages of People preference

Inference- Above chart shows that 36.5% people prefer reading books ,49.2% people prefer
reading Newspapers ,6.3% people prefer reading magazines and other 1.6% category people
prefer reading Comics, News articles etc.

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Below table showing date of tenhard subscription both by people.

Table No.4

Sr.no. Plan No. of people Percentage

Subscribed
1 999/- 3 Month 31 49.2%
2 1599/- 6 Month 8 12.7%
3 2499/- 1 Year 18 28.6%
4 3499/- 2 Year 1 1.6%
5 4999/- 3 Year 5 7.9%

Chart Showing subscription in percentage.

Inference-

 In above chart ,people prefer to buy lower amount of subscription that is Rs.999/- its
has 49.2% of buying percent.
 On the other hand Rs.2499/- has 28.6 % buying percent.
 People also prefer buying Rs.1599/-and Rs.4999/- Plans as it has buying percentage of
12.7% and 7.9 %.
 As we can see in above chart people don’t prefer Rs.3499/- plan then other .

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As per data people prefer to read free rather than subscription one.

Percentage show that only 30.2% people would like to subscribe and other will love to read
free, showing 69.8% people preference.

Usage of Apps and websites people prefer for reading

Table No.5

Sr.no. Apps & Websites No. of people Percentage

prefer
1 Amazon Kindle 28 44.4%
2 Alreader 1 1%
3 Google play books 17 27%
4 Wattpad 5 7.9%
5 Tenhard 2 2%
6 Other apps 11 11%

Chart showing percentage of app & websites preferred for reading

Inference-

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 As per above chart people prefer amazon kindle for reading that is 44.4% .On 2nd
there is an google play books that has 27% prefer for readers. This both apps are
highly prefer by readers.
 Wattpad is an upcoming reading platform where it has 7.9% of preference by the
readers. On the other hand Tenhard also has 2% of preference by readers.
 Other app also has preferences are also being see in the above chart it has percentage
of 11%.

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 GAP ANALYSIS

The customer experience gap is essentially the gap between what customers want and what
organisations actually give them. In other words, it is the result of your brand failing to meet
expectations at any point across the customer journey. Ideally, we all want to have a small gap
or no gap at all.

 Tenhard India need to update their website so that they can grab customer, As they
have website only they should update their tenhard with app which can be easily
accessible on all platforms.
 They must reduce their cost so that customer is interested in subscribing their plans
 As website has lost of lags and download issues ,They should have regular updates on
their website so there are no issues, So that it can be smooth experience for customers.
 Tenhard should try to get updated with new features and audio books technology.

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 FINDINGS AND INTERPRETATIONS

Customer Experience of Tenhard

After analysing above data that was shown, the overall understanding is as follows :

It take approximately 10 days to convenience a new subscriber and to get him subscribed .

Customer Approval

 If Customer is satisfied with the website then only he shows his interest
 Most of the time customers look for lower amount of subscription and then only prefer
to buy.
 Only if newly updated contain is available then only customer prefer it.

Customer Rejection

 Customer is not satisfied with the operation on website as it get slower due to many
issues
 As subscription rates are high they don’t prefer to buy
 New contain is not seen much as compared to other competitors providing now a days

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 LIMITATIONS AND SCOPE OF STUDY

Limitations of the study

1) Time factor was the main limitation for the study as the project was restricted to small
period.

2) The research was limited only to the Mumbai city so the result can't be generalized to the
whole market.

3) The sample taken for research was concerned only for 60 customers rather than millions of
customers scattered around the world.

4) Since the project has to be completed within a short period of time the information
collected could be biased.

5) Some of the premium segments could not be met due to time lack and by not obtaining
prior appointment due to tight schedule of the respondents.

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 CONCLUSION AND RECOMMENDATIONS

After studying and understanding the above data anaylsis , it can be said that the customers
preference has more demand in different catogerious , The tenhard india is upcoming
company that influence all type of new updated reading content. As per their customers are
new to this website have little difficulties in operating the website, company is trying to
improve and update on such queries.

From the above study, the major reasons shown as per the study in customer experience is
that company is not update its website as per changes in the market. Their are other
competitions also in the market that can effect this company. More promotion strategy must
be implemented and advertisement must be done, so that company can see growth and
stability in future.

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 REFERENCES

 https://reedsy.com/discovery/blog/kindle-unlimited
 https://kitaboo.com/top-10-advantages-of-ebooks-over-printed-books/
 https://bookauthority.org/books/best-customer-experience-ebooks
 https://www.superoffice.com/blog/customer-experience-strategy/
 https://www.persistencemarketresearch.com/market-research/ebook-reader-
market.asp
 https://www.printweek.in/features/rise-of-ereaders-and-its-future-implications-42862

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