2. CONTENTS
Introduction
Sowt Analysis
Customer Loyalty Program
Action Plan
Other Problems
Suggested Solution
General View
3. INTRODUCTION
Ж Founded By :Dave and Florence Blumenthal in
1977.
Ж Mission: To help people unlock their hidden
potential so they become healthy, happy, fully
self-actualized individuals.
Ж Offerings: Massage, Body-Treatments, Exercise
Physiology, Physical Therapy, Acupuncture,
Nutrition Counseling and hair and nail
care.
4. SWOT ANALYSIS
STRENGTHS WEAKNESS
First & leading brand Inaccurate and
Wide offerings incomplete customer
Flexibility database
Add your Title
Excellent staff Little cross and direct
Excellent facilities marketing
Limited capacity
OPPURTUNITIES THREATS
Stiff competition
Diversification and
expansion
Increasing consumer
Untapped market
customers expectation
segments
Demand will increase with
increase in health
awareness.
Increase customer loyalty
5. CUSTOMER LOYALTY PROGRAM
• 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?
6. ACTION PLAN
Rewarding loyalty should be started.
Should acknowledge their customers by sending
them gifts on various occasions.
Should send special package for a couples to
spend their anniversary at Cabo.
7. ACTION PLAN
Should Introduce membership cards .The person
possessing it will exercise free privileges for
example swimming , gym , massages etc. This
will help to generate loyal customers.
8. OTHER PROBLEMS
They are on the top of the pyramid in terms of
pricing.
Lack of awareness campaign.
Low customer to staff ratio (3.2:1)
Failure to attract Men.
Lack of accommodation.
No Customer Database System.
9. LEVEL OF CUSTOMERS
There are several levels of customers:
1. Dissatisfied customer--Looking for someone
else to provide product or service.
2. Satisfied customer--Open to the next better
opportunity.
3. Loyal customer--Returns despite offers by the
competition
10. SUGGESTED SOLUTIONS
Cut down prices.
Make people aware with the help of
electronic media.
Concentrate on men oriented games.
Regular Customer Satisfaction Programs,
like greeting their customers with flowers
etc.
11. SUGGESTED SOLUTIONS
Rooms should be well furnished.
Expand your wings.
Install advanced computer database
system.
12. GENERAL VIEW
It is not enough anymore to merely satisfy
the customer- Customer must be
delighted.
Customer satisfaction is a measure of
product quality.
While satisfied customers tend to be loyal
customers, loyal customers are not
always satisfied customers.
If you keep your customer happy, they
will keep you in business.
13. PRESENTING GROUP : SELF BELIEVERS
AMITANSHU SRIVASTAVA
ALOK KUMAR
ARUN KHANDELWAL
A N PANIGRAHI
ANKIT GARODIA
ABHISHEK SAXENA
LOGO
