GROUP MEMBERS.

1.AMRITA SRIVASTAVA.

2.MEHUL.H.MEHTA.3.MITHILA BHARGAVA.4.PRADEEP5.SHALU SRIVASTAV.6.VIKAS JAIN.

Cabo san viejo seeks to help people unlock their hidden potential so they became healthy, happy, fully self actualized individual.

BACKGROUND

•Founded By :Dave and Florence Blumenthal in 1977.

•IN 1982 “premier total vacation/fitness resort”.

•Offering of a “FAT FARM”.

•Evolution of new strategy.

1(a.) PROPERTIES.CABO SAN

VIEJO

OVERNIGHT DESTINATION

RESORT

PALM SPRINGS (CA)

CaboDaysSpa

MIAMI

HILTON,HEAD

ASPEN NANTUCKER.

1(b.) COMPETITORS.CATEGORY REPRESENTATIVE

FIRMS.SUMMARY OF FIRMS.

DESTINATION SPAS

MIRAVAL,CANYON RANCH,GOLDEN DOORS.

EXTENSIVE SPA AND EXERCISE OFFERINGS, LUXURY ACCOMODATION

LOCAL DAY SPAS AND SALOONS.

OASIS DAY SPA,METAMORPHOSIS DAY SPA.

MASSAGE, SKIN CARE,HYDROTHERAPY,COSMETICS,

CRUISES PRICESS, CELEBRITY, SILVERSEA, HOLLAND AMERICA

EXTENSIVE SPA OFFERINGS, BEAUTY SALOONS.

•MARKETING AND SALES TEAM MEMBERS:-• SIX PERSON AT MARKETING

DEPARTMENT.• SIX REGIONAL SALES MANAGER.• TWELEVE RESERVATION SPECIALIST.• TWO PUBLIC RELATIONS OFFICERS.

• About $ 2.76 million spent on marketing.

ADVERTISEMENT:-1.RADIO.

2.TELEVISION.

3.PRINT MEDIA

4.AD-VIDEO.

5.COMPLIMENTARY OFFERS

SALES TEAM:-1.REDUCTION IN RATES BY

35%.

2.ORGNISED A RECEPTION IN MAJOR CITIES:-

• DOCTORS.

• PHYSIOLOGIST.

• OTHER NOTABLE MEMBERS.

CUSTOMERS.

THE CLIENTELE:-1.LARGE CUSTOMERS:-

AFFLUENT MIDDLE AGED AND FEMALES.

2.FEMALES PREFERS TO RELAX AND ENJOY.

3.SPECIAL OFFERS TO TARGETED AUDIENCE.

4.SOME LEADERS ARE PERSONAL TRADERS.

BOOKING VISIT:-1.ALL FEMALES

RESERVATION STAFF TO HELP CUSTOMERS.

2.TRANING TO RECEPTIONIST.

3.EFFECTIVE CONVERSATION WITH THE CUSTOMERS.

4.GOOD AND EFFECTIVE SERVICE PROVIDER.

•CSV HAD A FOUR NIGHT MIN STAY POLICY.

•STD. WELL FURNISED GUEST ROOM.

•EXPERIENCE OF DISCOVERY AND ADVENTURE..•VARIETY OF MOTIVATION.

1. HIGH LEVEL OF CUSTOMER SATISFACTION BASED ON TWO LEVELS:• MGMT OF CAPACITY• EMP DEDICATION.

2. THESE HIGH CUSTOMER SATISFACTION CONFRONTED THAT GREATER THEIR DEMANDS IN FUTURE IF CUSTOMER IS SATISFIED.

• 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?

CUSTOMER LOYALTY PROGRAMME

1.ATTRACTING MORE AND MORE NEW GENERATION CUSTOMERS.

2.CUSTOMER BASE HAD GROWN MORE HETEROGENOUS OVER THE YEARS.

3.LOYALTY PROGRAMME WOULD INCREASE CUSTOMER SATISFACTION.

4.WE ALREADY HAVE A FIERCELY LOYAL CUSTOMER.

•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?

PROCEED.• OPERATIONAL CHALENGES.

• OUTDATED CUSTOMER DATABASE.

• HUGE IMPLEMENTATION COST.

• TANGIBLE V/S INTANGILBLE AWARD.

• INCREASE EXPECTATION OF CUSTOMER.

• YES, CABO SAN

VIEJO SHOULD

ADOPT LOYALTY PROGRAMME

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