CABO SAN VIEJO<br />PREPARED BY:<br />GAURAV BHATTAMISHRA<br />GAURAV SALUJA<br />GAURAV BASU<br />GAURAB DAS<br />MADHULI...
INTRODUCTION<br />1977 – founded by Dave and Florence Blumenthal on the site of a former peach orchard in Palm Springs, Ca...
       OFFERINGS<br /><ul><li>ONE FULL SERVICE OVERNIGHT   DESTINATION RESORT.</li></ul>  FOUR SMALLER CABO DAY SPAS<br />...
PRICE BETWEEN $3,588 - $5,844 /PERSON</li></li></ul><li>
PROBLEMS FACED<br />
Marketing &Sales strategy<br />
LOYALTY<br />ADDING FINANCIAL BENEFITS THROUGH FP’S.<br />ADDING SOCIAL BENEFITS.<br />ADDING STRUCTURAL TIES.<br /><ul><l...
CHARGE A LOWER PRICE TO CONSUMER WHO AVAILS MORE SERVICES.</li></li></ul><li>Loyalty Programme<br />
CHALLENGES<br />
AIM OF CRM<br />TO PRODUCE HIGH CUSTOMER EQUITY.<br />3 DRIVERS OF CUSTOMER  EQUITY<br />VALUE EQUITY-  ASSESSMENT OF UTIL...
 Exhibit 8Cabo San Viejo Customer Satisfaction,Palm    Springs Location         Comment Card Responses<br />
Guest Age by Year Analysis,PalmSprings,through March 2005<br />
CONCLUSION<br /><ul><li>It is not enough anymore to merely satisfy the customer- Customer must be delighted.
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Cabo San Viejo-loyalty programme-harvardbusinessschool case

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Case analyis of Cabo San Viejo -A harvard business school case on the loyalty programme of csv. Complete analysis with customer delight and experiential selling concept.

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Cabo San Viejo-loyalty programme-harvardbusinessschool case

  1. 1. CABO SAN VIEJO<br />PREPARED BY:<br />GAURAV BHATTAMISHRA<br />GAURAV SALUJA<br />GAURAV BASU<br />GAURAB DAS<br />MADHULIKA NAG<br />G.VENKATESH<br />
  2. 2. INTRODUCTION<br />1977 – founded by Dave and Florence Blumenthal on the site of a former peach orchard in Palm Springs, California<br />Cabo San Viejo-nations first and leading Health and Wellness brands, operating high end destination Health Resorts & Branded Day spas<br />1982-regarded “Premier total vacation/fitness resort” by a leading magazine<br />In Late 1990s & early 2000s-opened several smaller branded CaboDaySpa sites with a twin goal of management of capacity and employee dedication<br />
  3. 3. OFFERINGS<br /><ul><li>ONE FULL SERVICE OVERNIGHT DESTINATION RESORT.</li></ul> FOUR SMALLER CABO DAY SPAS<br /><ul><li>PALM SPRING ACCOMODATED A MAXIMUM OF 288 GUESTS
  4. 4. PRICE BETWEEN $3,588 - $5,844 /PERSON</li></li></ul><li>
  5. 5. PROBLEMS FACED<br />
  6. 6. Marketing &Sales strategy<br />
  7. 7. LOYALTY<br />ADDING FINANCIAL BENEFITS THROUGH FP’S.<br />ADDING SOCIAL BENEFITS.<br />ADDING STRUCTURAL TIES.<br /><ul><li>CREATING LONG TERM CONTRACTS OR SUBSCRIPTION
  8. 8. CHARGE A LOWER PRICE TO CONSUMER WHO AVAILS MORE SERVICES.</li></li></ul><li>Loyalty Programme<br />
  9. 9. CHALLENGES<br />
  10. 10. AIM OF CRM<br />TO PRODUCE HIGH CUSTOMER EQUITY.<br />3 DRIVERS OF CUSTOMER EQUITY<br />VALUE EQUITY- ASSESSMENT OF UTILITY<br />BRAN D EQUITY- INTANGIBLE ASSESSMENT OF BRAND<br />RELATIONSHIP EQUITY- TENCENCY TO STICK WITH THE <br /> BRAND<br />
  11. 11. Exhibit 8Cabo San Viejo Customer Satisfaction,Palm Springs Location Comment Card Responses<br />
  12. 12. Guest Age by Year Analysis,PalmSprings,through March 2005<br />
  13. 13. CONCLUSION<br /><ul><li>It is not enough anymore to merely satisfy the customer- Customer must be delighted.
  14. 14. Customer satisfaction is a measure of product quality.
  15. 15. While satisfied customers tend to be loyal customers, loyal customers are not always satisfied customers.
  16. 16. If you keep your customer happy, they will keep you in business.</li>

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