Happy Feet Centre

Bata India Ltd

Zero Moment of Truth Journey

Bata India Ltd

1) In store Promotion

• POPs on cash counter and entrance of the store.

• Advertisement video being played on TV and as an audio.
• Share your experience videos rolled out on TV in store.
• Lucky Draw Contest: Happy Saturday – shop on weekend, and you many be the lucky one to get Happy Feet
Centre gift voucher.
• Lucky Draw Contest: Bata Gift Vouchers for Happy Feet Centre customers.
• Staff communication about Happy Feet Centre highlighting the features of the services offered, and how is it
different from others.
• “Highlight about lower rates, medicated pedicure, hygiene friendly pedicure, Body posture correction
through 3D scan and odour removal and revive your old shoe through Shoe Spa.

Bata India Ltd

2) Social Media Promotion

• Story line videos in Instagram, Facebook, YouTube – Can be formed as to be continued…/Normal short story
video.
• Giveaway contests for Bata. India Followers (If the service is available all over India).
• Share your experience videos rolled out on Bata Pages.

3) TV/ Print Media Advertisements

• TV Advertisements – Can be based on story lines, or normal awareness message like, “Now experience
Happy Feet services at your very own Bata Stores.”
• Print Media Advertisements – Normal awareness adds or through Feedbacks promoted.

Bata India Ltd

5) Promotion through SMS/ E-mails
• Just like referrals and Bata Offer SMS, we can send in SMS about Happy Feet Centre Services, “Now
experience Happy Feet services at your very own Bata Stores.”
• Emails can be sent with advertisement and link of Bata online site (wherein customer can see details about
the same).

6) Online Website/App
• “Keep calm and pamper yourself at Bata’s Happy feet centre. Just as the name suggests, a happy centre for
your happy feet”, such messages with images can be displayed on the Home page.

“ Bata employees/interns can put in the newly released POP’s/Videos as their WhatsApp status to
increase reach.”

Bata India Ltd

Customer journey in store

Bata India Ltd

Customer journey in store Continued

Customer enters > sees happy feet board > staff greets the customer > understands their needs > suggests
them the happy feet centre services based on their need > follow up call to know about the experience (note
down if any improvement points communicated)
(May even suggest them the services offered by communicating their features, so that the customer is
persuaded to try)

Example:
Bata offers medicated pedicure services to treat your corn.
If the corns are not treated, they may grow larger and make walking extremely painful, and if not treated
properly may even regrow.
Medicated pedicure helps removing corn without going through painful surgeries, and gift you the joy of
painless walking.

Bata India Ltd

Customer Journey at Happy feet centre

Provide them the report while leaving

Bata India Ltd

 Questionnaire

Pedicure Treatment
1) From your recent pedicure experience with us, how 6) Staff Proactiveness in providing information
much would you like to rate us on the scale of 0 to 10. (Excellent, Very Good, Good, Poor, Very Poor)
(Where 10 is the highest and 0 is the lowest)
7) Did our treatment meet your expectations?
2) How would you like to rate our Booking Process? (Yes, No)
(Excellent, Very Good, Good, Poor, Very Poor)
8) Would you like to visit us again?
3) Appearance of the area (Yes, No)
(Excellent, Very Good, Good, Poor, Very Poor)
9) Would you recommend it to others?
4) How would you like to rate us on quality of the service (Yes, No)
provided?
(Excellent, Very Good, Good, Poor, Very Poor) 10) Any other comment
____________________________________________
5) Staff friendliness and helpfulness
(Excellent, Very Good, Good, Poor, Very Poor)

Bata India Ltd

 Questionnaire Continued

3D Foot Scan
1) From your recent 3D scan experience with us, how 4) How would you like to rate staff assistance during
much would you like to rate us on the scale of 0 to 10. entire 3D scan journey?
(Where 10 is the highest and 0 is the lowest) (Excellent, Very Good, Good, Poor, Very Poor)

2) Staff friendliness and helpfulness 5) Did the scan meet your expectations?
(Excellent, Very Good, Good, Poor, Very Poor) (Yes, No)

3) Did the staff guide you about the Arch Problem, and 6) Would you recommend it to others?
3D scan treatment? (Yes, No)
(Yes, No)/
Staff Proactiveness in providing information. 7) Would you like to visit us again?
(Excellent, Very Good, Good, Poor, Very Poor) (Yes, No)

8) Any other comment

Bata India Ltd

 Questionnaire Continued

Shoe Laundry
1) From your recent shoe Laundry experience with us, 5) Did our service meet your expectations?
how much would you like to rate us on the scale of 0 to (Yes, No)
10. (Where 10 is the highest and 0 is the lowest)
6) Would you like to visit us again?
2) How would you like to rate us on quality of the service (Yes, No)
provided?
(Excellent, Very Good, Good, Poor, Very Poor) 7) Would you recommend it to others?
(Yes, No)
3) Staff friendliness and helpfulness
(Excellent, Very Good, Good, Poor, Very Poor) 8) Any other comment

4) Staff Proactiveness in providing information about “Customer’s Name, Mobile Number and Email Id will be
Shoe Laundry taken for all the feedbacks”
(Excellent, Very Good, Good, Poor, Very Poor)

Bata India Ltd

Bata India Ltd