Vodafone Essar is an Indian subsidiary of Vodafone Group that started operations in 1994. It now has over 85 million customers across India. Over the years, it has received several awards and recognitions. Customer acquisition is much more expensive than customer retention. Loyal customers exhibit behaviors like buying more from the company, not switching to competitors, and referring others. Customer satisfaction depends on whether expectations are met or exceeded. The document discusses Vodafone's strategies and efforts around building its brand, focusing on customer experience, communication, and loyalty.

3. Customer acquisition costs 5-20 times more than customer retention Customer Loyalty Ladder SUPPORTER ADVOCATE PARTNER PROSPECT CUSTOMER CLIENT

8. Promoters (score 9-10) are loyal enthusiasts who will keep buying and refer others, fueling growth. Passives (score 7-8) are satisfied but unenthusiastic customers who are vulnerable to competitive offerings. Detractors (score 0-6) are unhappy customers who can damage your brand and impede growth through negative word-of-mouth.

9. We are committed to building the world’s most valuable communications brand ‘ To be the World Leader in Mobile Communications………….’

10. We have also built the brand by unifying what was a proliferation of sub brands under a single brand hierarchy Products & Services In a single brand hierarchy, there is only one brand; everything else is information to help customers navigate (this drove the implementation of our current naming strategy) Master Brand The proliferation of sub-brands was hindering our ability to build Vodafone as the leading brand in our category

11. As a result we have achieved tremendous growth in our brand awareness and preference Evolution of Preference for Vodafone Brand Evolution of Spontaneous Awareness for Vodafone Brand

12. Our brand is built on a foundation of a number of strategic components, with the Marketing Framework at their heart MARKETING FRAMEWORK BRANDED CUSTOMER EXPERIENCE BRAND COMMUNICATIONS BRAND VALUES & ENGAGEMENT

13. We have put the customer at the centre of the Brand Building Exercise Arun Sarin, Ex-CEO Vodafone “ A brand is what a brand does .” “ The most valuable brands in the world are those where the customer knows they’re going to get a good experience” Sir John Bond, Chairman, Vodafone

15. We want our customers to feel appreciated, confident and inspired Helping our customers make the most of their time Red Rock Solid Restless Passionate Trustworthy Creative Emotional Direct Inspiring Appreciated Confident Inspired ...so our customers spend more time with us We are by being therefore our voice is so our customers feel

18. I have some dispute with vodafone [Previously Hutch] from April 2007 about excess chargesmade by them and I have not paid the same and written a letter to them explain the contentbut so far up-to-day they have not given me any reply.now vodafone exist and they are demanding the balance amountand I have told them aboutthe fact but they told me on the phone that they can’t do any thing now as Hutch is now nomore. Then i told them, why are you demanding the money? only replying that pending bill and make the payments.I have mail them, send the fax, send the letter by currier as they have disconnected my outgoing from 14/09/2009.They have send me the statement of Invoice from 10/12/1998 to 11/09/2009, in which it shows excess payment made by me. Now I am asking them to clarify me about adjustments you are showing, they are not willing to help me and demanding to make the payment. I have receivedthe bin for Sept,09 on 18/09/09 and made the payment on 19/9/09.I am paying the bill regularly in time and before the due date, even though they are chargingme Rs.100/- as mise charge. Now, can you help me to solve the problem. If you want, i can send you all the papers so youcan understand my difficulties.Hoping your reply, Thanking you, Yours Truly, H K shah

23. Thank-You!!!