History

Launched in January 1998, Globus is part of the Rajan Raheja group. The company opened its first store at Indore in 1999, followed by the launch of its second store in Chennai (TNagar). Soon to follow was another store in Chennai located in Adyar. The flagship store in Mumbai opened on 1st November 2001 followed by a swanky new outlet in New Delhi in South Extension Part-2. The sixth & seventh stores opened in Bangalore in Koramangala & Richmond Road respectively. The eighth store opened in Ghaziabad at Shipra Mall and was followed by the ninth at Kalaghoda in Mumbai; tenth in Thane and eleventh in Ghaziabad. The twelfth, thirteenth, fourteenth stores opened in Kanpur, Ahmedabad and Lucknow respectively. Recently Globus has opened its Store in Indore, Aurangabad and the journey continues... ( Mention - Launch year, Ownership, No of stores, Footfalls, Market share, Product range, Competitors, growth rate, target market) (Loyalty program info in brief) Can place program logo here Program Name

Business Model Partners Reward Categories Target Customer Target Market Currency Type Dividend Device Program Size / Number of Members Other Notes

Infrastructure
Globus Stores Pvt. Ltd. was formed to contribute to the revolution sweeping the Indian retail industry. Globus promises to bring about a perceptible change in the way apparel and lifestyle retailing is carried out. Towards this end, we have brought in modern international technology and made heavy investments in investing and acquiring the best, tried and tested processes and procedures of operation.

Future
Globus combines state-of-the-art international information technology, the highest quality of human resources and sustained financial commitment to realize its long term vision. We are rapidly expanding and our target is to have an additional 100 fashion stores by the end of 2012. (expansion plans - 100 fashion stores by the end of 2012) Globus is on a mission to revolutionize fashion and become an iconic youth fashion brand in India. We aim at creating a deep connection with the Indian youth with inspiring product designs, signature store experiences and compelling marketing.
(mention how the loyalty program helps the company achieve its mission)

Globus will undoubtedly bring unique fashion products; spawn haute trends and provide powerful inspiration to its young customers to experiment further and make individual style statements. Energized by this mission, a dynamic team of passionate employees and business partners is constantly evolving and innovating with a view to delight the consumer.

GLOBUS BRANDS

Youth Fashion Brand

The spirit of the youth can be captured with three words - vibrant, maverick and expressive. Globus is exactly that. Our vibrant and maverick designs are not just creating fashion trends, but more importantly, helping our customers express themselves. The entire fashion range comprises of apparel for men, women, kids as well as accessories at amazing prices. The range spans across occasions: work wear, campus wear, club and lounge dressing; and genres: Western, Indian and mix-n-match. Well researched sizing ensures a good fit for the Indian silhouettes.
Eye candy fashion

F21 is an accessible hi-fashion brand, offering high-quality apparel. F21 - the edgy fashion brand - is designed to appeal to the more experimental and adventurous consumers who seek cutting edge fashion. Styling and fabric innovations help F21 offer high end fashion at prices which are affordable to young consumers. From casual wear to club wear, F21 promises consumers attention unlimited.

The Globus Design Hub

The heart of our business lies in the creative workplace of our organization: Globus Design Hub. It has been recently launched in July'07 in Andheri, Mumbai and is in the nascent stages of becoming the leading design talent floor. It is the most well-equipped design studio in India in current times.
Welcome to Globus Privilege Club, a place where the customer comes first and customer delight is a priority. At Globus, we believe that shopping should not just be a pleasant experience but also a rewarding one, which is why we have the Globus Privilege Club. The club is a token of appreciation to valued customers like you. The Globus Privilege Club card is as much a reflection of your good taste, as it is a gateway to exclusive privileges.

Privilege Card
A one-time purchase of Rs. 500 gives you access to the Globus Privilege Club through the Globus Temporary card. Accumulate purchases worth Rs. 2,000 in three months and get the most sought-after Globus Silver Card.

For those in a hurry, the Globus Silver Card can also be obtained by paying a nominal fee of Rs. 150

Gold Card
Make a distinctive statement with The Globus Gold Card. You can upgrade to Globus Gold Card by accumulating shopping worth Rs. 15,000 in a year and get truly Exclusive Benefits and Privileges.

Card Rewards and Privileges

With Globus Privilege Club earning rewards is simple and easy. As you accumulate purchases you will earn Globus Gift Vouchers (GV)

Cumulative Purchase 5,000/10,000/15,000/25,000/50,000/1,00,000/(this is BURN Ratio how much we have to spend to get how much eg - 100/5000 = 0.02) .... (i dont think there is an EARN ratio as the members dont earn points...only when there is a conversion from money spent to points and then again to money will there be an earn ratio)

Purchase of goods worth (Rs.) GV worth 100/GV worth 100/GV worth 150/GV worth 300/GV worth 650/GV worth 2000/-

Renewal of Globus Privilege Club Membership

(mention that there is an automatic renewal....say whether the members are sent a new card by post. Mention the validity of the card (eg : 2 years, 5 years) and if validity expires)

Cards

Purchase of goods worth (Rs.)

Validity (Months) 3 24 12

Automatic renewal on Upgrade to Globus Silver Card on cumulative purchase of `2,000 in 3 months Cumulative purchase of `10,000 in 24 months Cumulative purchase of `15,000 in 12 months

Temporary500 Silver Silver 2,000 15,000

(Mention all upgrage and downgrade rules, including whether the member needs to pay, fill another enrolment form or opt-in to be upgraded.. also find whether before downgrading the member is sent any notice/warning)

Remember: Card Usage Norms

Validate your card by signing on the reverse as soon as it is received. Usage of the card indicates acceptance of terms and conditions of the Globus Privilege Club Membership. Flash your Globus Privilege Club card for availing of benefits at Globus or our program partners. Globus Privilege Club Cards are not Credit Cards and remain the property of Globus at all times and must be produced/ returned on request. All rights to ownership and usage of the Card rest with Globus. Report loss of Card at our Customer Service Desk. Duplicate Cards will be issued at a nominal cost of 100 Inform of any change in your address/ telephone numbers/e-mail at the Customer Service Desk.

(find out whether the Device is the Membership Card or the Card Number. i.e. do we have to show the card at the counter or can we just tell them our card number) (find out all the details that are to be filled in the enrollment form. Mention them in a separate slide) FB page : http://www.facebook.com/#!/globus.fashion (Mention all the forms of helplines or forms of giving feedbackcustomer grievance, information desk etc for eg : SMS, email, IVR or customer helpline (call centre), facebook etc)

Conditions

Globus Privilege Club membership is open to individuals above 18 years of age. In case the applicant fails to achieve the required purchases within the validity period, the total purchases will not be carried forward to the next period. Globus reserved the right to refuse Globus Privilege Club membership to any applicant without assigning any reason.

Usage of the Globus Privilege Club Cards indicates the acceptance of all the terms and conditions, which are subject to revision from time to time by Globus. Globus Privilege Club Cards are non-transferable and can be used only by the member whose signature appears on the signature panel on the reverse of the card Any Globus employee has the right to verify members signature and to ascertain the identity of the member. Benefits may be refused and the card be taken back if a nonmember is found using the card. Globus reserves the right to revise the terms and conditions as well as the rules and regulations of this programme without prior notice. Benefits available through programme partners may change from time to time or be withdrawn without prior intimation. Globus will not be responsible for any liabilities arising from such situations or from use of such offers. It is advisable to check with our programme partners, validity of the scheme prior to participating in the same. Globus reserves the right to use the Globus Privilege Club membership data for the purpose of marketing or communication for enhancement of the programme. Any disputes arising under this programme are subject to Mumbai Jurisdiction. (All terms and conditions on the website or enrollment form - eg: Age, Indian citizen, who are not allowed to join the program (eg : minors), on what conditions can the membership be cancelled from the companys side)

(dont add the below GIFT voucher details, they are different from the loyalty program...these gift vouchers can be purchased, they are not benefits of the program)

Make gifting simple with Globus. Gift your near and dear ones a Globus gift voucher, available in many flexible denominations. When you give someone Globus Gift Vouchers you give them exactly what they want. When it comes to birthdays, anniversaries and special celebrations, this is one gift that's guaranteed to please. Globus Gift Vouchers are redeemable against any purchase made in the store. There is no charge/tax on purchase of gift vouchers. For instance; if you want to buy gift vouchers for Rs.1001, you need to tender Rs.1001 only and you can buy anything worth Rs.1001 from any Globus store. Globus Gift Vouchers are available in denominations of Rs.101, Rs.251, Rs.501 & Rs.1001. However, you can also decide on your own denomination. Just contact the service desk at any Globus Stores and give the most thoughtful gift of all. For corporate/bulk inquiries contact karinah@globusmail.com

Each one of us at Globus aspires and strives for only one result - Your Delight. So we would like to know how we are doing. We look forward to your comments/ suggestions at ceo@globusmail.com You can also share your opinion via SMS on 09223508000.

Vinay Nadkarni MD & CEO - Globus Stores Pvt. Ltd.

Customer Care@Store Click here You can also get in touch with CUSTOMER SERVICE DESK at respective store

RegionState/City Store NameCSD Phone No West Rajkot Rajkot 0281-6593130 AhmedabadAhmedabad079-32201017 Vadodara Vadodara 0265 - 2970294 Mumbai Ghatkopar 022-25170378 Bandra 022-26436070 Kalaghoda 022-22640163 (Fort) Dahisar 022-28459010 Thane 022-25829455 Navi Vashi022-32095668 Mumbai Inorbit Vashi Citi 022-27662814 Center South Chennai T Nagar 044- 28155058 Adyar 044-24462486 Banjara Hyderabad 040-23351306/07 Hills Cyberabad 040-42016571 South ex North Delhi 011-26263215 Delhi Ghaziabad Shipra Mall0120 - 4186000 Pacific 0120-4178800 Mall Noida Noida 0120 - 4725800 Moradabad Moradabad 0591-2451369 Lucknow Lucknow 0522-2721332 Varanasi Varanasi 0542-2227635 Ludhiana Ludhiana 0161-4637716 Indore Indore 0731-2436380 Fame Aurangabad 0240-2483520 Tapadia Prozone 0240-6603655 Mall Raipur Raipur 0771-2281605 Nagpur Nagpur 0712 - 6462334

Customer Care ID customercare8@globusmail.com customercare14@globusmail.com customercare18@globusmail.com customercare10@globusmail.com customercare11@globusmail.com customercare13@globusmail.com customercare16@globusmail.com customercare12@globusmail.com customercare9@globusmail.com customercare17@globusmail.com customercare21@globusmail.com customercare26@globusmail.com customercare24@globusmail.com customercare25@globusmail.com customercare31@globusmail.com customercare32@globusmail.com customercare33@globusmail.com customercare37@globusmail.com customercare38@globusmail.com customercare35@globusmail.com customercare36@globusmail.com customercare61@globusmail.com customercare01@globusmail.com customercare15@globusmail.com customercare7@globusmail.com customercare51@globusmail.com customercare19@globusmail.com

WORKING HARD AT SOFT SELLING

http://www.giftsnaccessories.com/advertising-promotions/854.htm Nothing these days sells without some sort of a promotional strategy backing it. From consumer durables to perishables to services to everything, there is marketing promotion in some form happening all the time. With the fast pace of life that everyone today shakes their head at, but is still loath to change, the momentum of change has been steadily increasing. Every trick in the book is being explored, tried and tested ones as well as daring and innovative ones. Unlikely collaborations are experimented with, and what's more, found to be coming up trumps, nevertheless. PROMOTIONS IN THE RETAIL INDUSTRY Globus - adding on privileges The Globus Privilege Club card, based on the concept of instant gratification has ensured 100% card to benefit ratio. Members are immediately rewarded for purchases at any of the Globus stores, in addition to a host of other privileges such as exclusive tie ups, promotions and special shopping hours. Globus offers two different card categories, each with it own benefits. A shopper gets a Privilege card on p urchase of merchandise worth over Rs. 2000/- and a Globus Gold Card Membership on purchases worth Rs. 15000/-. But these purchases can be spread across the first 3 months of the first purchase at Globus. Benefits include invites to specially arranged events, new product launch privileges, like getting to check out and buy new products before anyone else, exclusive shopping hours like special hours during festive seasons and other occasions, exclusive offers on national and multinational brands and services available at Globus. Discount offers and privileges at other leading outlets also can be availed of as part of the benefits of tie-ups Some promotional offers A free holiday package of 2 nights and 3 days on purchase of goods worth Rs 5000/A 4 night, 5-day free holiday package on purchase totalling Rs 10000/and above. For the above offers, where free stay extends to a couple and a child below 2 years, 22 national and 4 international destinations are up for grabs. Targeting youth in a big way, Globus has specific promos like Fashion

remix, Pizza hut offer etc. The former, conducted recently at all Globus retail stores in the country was very successful. The promotion allowed participants to join the grooming sessions by leading industry specialists. It also included free tips and vouchers from Dr. Batra's, Gold Gym, Anjali Mukherji's Health Total to name a few, etc. They were given expert advice on personality, hair styling, skin care and clothes. Fashion consultants helped them on fashion wear and sartorial etiquette. Globus also organises Rampage, a fashion show to showcase the chain's latest apparel range. Advertising the promotion Youth being the target focus, Globus uses the Internet and website very effectively for all the campaigns as it has always generated a good response. Globus also actively participates in promotional tie-ups with the colleges for various events through out the year. The mega store is also exploring the idea of using music channels in the near future. Globus' extensive use of all kinds of media to communicate its message effectively has included print, hoardings, radio, magazines and other promotional activities that are implemented from time to time in all the stores. http://www.scribd.com/doc/53235753/globus-report Launched in January 1998, Globus is a part of the Rajan Raheja group. The company openedits first store in 1999 at Indore. The flagship store in Mumbai was opened on 1st November 2001. Currently Globus has 24 stores across India.Mission Statement:Achieve customer delight by offering quality products and services through a process of continuous innovation and adaptation. Its quite evident from the mission statement of the company that it is highly customer oriented company and do every possible thing for customer delight. In fact Globus is having Best in Class CRM practices and is highly praised for its return and exchange policies. CRM Model: Globus has divided its CRM practices mainly into two parts:1.Customer Loyalty Program(CLP)2.Customer Service Desk(CSD)Customer data base is maintained centrally by their CRM software (JDA & WinDi). Thehead quarters in mumbai has the database of all the 24 stores whereas individual store has thedatabase of the customers who have purchased from the store only. Customer Loyalty Program(CLP) Under this program Globus issues Privelage cards to its customers dependingupon the purchase. More the amount spends more the benefits a customer getsfrom these cards.

 Specific format is given to the privileged customers for their details which ismaintained in CRM Software. Customer Service Desk(CSD) Every store has a service desk for complaints and feedback. Customer can doit either in person or by a phone call to the service desk number. Globus hasdisplayed the email id of its CEO for all kind of complaints and feedback viainternet.

PRIVILEGE CLUB:
The Globus Privilege Club card is a 1st of its kind in India. Members are immediatelyrewarded for purchases at any of their stores, in addition to a host of other privileges such asexclusive tie ups, promotion and special shopping hours.Globus offers 3 different card categories, each with its own benefits designed to suitCustomers needs, namely: Temporary Card Silver Card Gold Card

Temporary Card A temporary card is issued on a minimum Purchase of Rs. 500 in single visit. If customer insists previous purchase can also be considered if previous bill of purchase is produced. It isvalid for 3months. Temporary card is the first step towards obtaining a permanent privilegecard of Globus. This card can be upgraded to a Globus Silver Card on completion of purchases worth Rs. 2000. Silver Card It is valid for 2yrs. It is obtained by converting a temporary card into silver by a cumulative purchase of Rs. 2000 in 3 months or by a down payment of Rs. 150 at any Globus store.Some of the benefits given to the Silver card holder are: 1. Birthday discount of 20% is given to every card holder which can be redeemed 15days before or after the birthday. 2. The card holder is informed by call/sms about all the upcoming offers.

3. First 3 days of season ending sale are exclusively for the card holders only. 4. Card holders are invited to all of the new product launches. 5. Exclusive shopping hours are reserved for the card holders in which they are givenspecial discounts and offers.

6. Exclusive offers on national / multinational brands are given to the card holders. 7. Automatic Membership Renewal at the end of the validity period subject to purchasing the qualifying amount for renewal. Gold Card Silver card is upgraded to a Globus Gold Card on completion of purchases worth Rs. 15000in a period of 2 years. It is valid for 3 years. It cannot be obtained by any down payment.Gold Card holders are given all the benefits given to the silver card holders. Along with these benefits some additional benefits given to Gold Card holders are: 1. Free home delivery of altered merchandise is given to all gold card holders. 2. Free car parking for gold card holders. 3. Special billing counters gold card holders so that they dont have to wait in a queue. 4. Birthday greetings and Cake along with it to all gold card holders of every store. 5. Complimentary soft drinks at arrival to the store. 6. Exclusive previews of seasonal collections for gold card holders7.Discounts at various outlets and youth hangouts in many cities 7. Automatic Membership Renewal at the end of the validity period subject to purchasing the qualifying amount for renewal.

Customer Awareness about Trends:

Globus doing their business by making their customers aware about fashion and latest trends. Dedicated globus videos featuring their brand ambassador Kareena Kapoor about thelatest arrivals and fashion in every store. Brand Ambassadors dress displayed in each section of apparel is akin to the type of apparels(eg: Ethnic, Western etc.).Big billboards are placed at strategically beneficial places as a part of their promotioncampaign. Exchange Policy: Glosbus exchange policy is valid in all 24 stores across India. Written document of exchange policy is displayed in every store. This document is made and approved by Top

Management. As per their exchange policy while exchanging the merchandise one need to carry bills alongwith but if you are a privilege card holder then you are exempted from it. There is no exchange on accessories of private label brands, like goggles, belts, purses etc.If you are returning something then there is no cash back but they will issue you a credit noteof the same worth which is valid for six months. Customer Delight: Every store is given a budget of Rs. 6000 every month under the name of Customer DelightBudget. This is specially meant to appease and delight the customer by giving some gifts/toysto their kids and serving them cold drink or hot beverage.Extending this courtesy is at the discretion of the sales person and depends upon the potentialand worth of the customer. Handling Customers Frauds: If the customer comes to the store asking for exchange of the merchandise on behalf of anydefect then the defect is tested in a lab for weather the defect is a manufacturing defect or caused by mishandling by the customer.The product is sent to the Lab and result comes within 14 days. If the defect is manufacturingdefect then it is exchanged immediately else not. Internal CRM: On joining every employee is given a one moth induction, making him/her aware about thecompany policies and business overall.There is a special weekly bonus scheme which is given to the employees in each storedepending upon their designation and target Sales officer: Rs. 300/Week Sr. Sales Officer: Rs 600/Week If an employee wants to leave the organization then he/she has to give 15 days notice to the company so that His PF can be settled Incentives and bonus can be settled Charge can be handed over to the other person joining in his place. Resignation follows with exit interview to understand why the person is leaving and improvement areas. Shopping Mall Popular Great India Place is a very popular mall not only in Noida but across DelhiNCR.People like to come to this mall for shopping and entertainment purpose. It is a hugemall ascompared to other malls in the area. It has got many branded outlets likeBlackBerry, LouisPhilippe etc. The Food Court is one of the biggest and most popular. Strategically locatedThis mall is situated just opposite to the most popular and most crowded shoppingavenues of noida i.e. Atta Market & Sector-18 market. People from all over the area comehere for all kinds of shopping in these markets. These markets cater to all strata and agegroups. Availability of customers is not a problem at these markets.

 Well maintained parking- This mall has very well arranged parking areas. Two wheelers and four wheelers havedifferent parking areas. One finds a parking area even on the busiest days. Well uniformed and behaved guards make the process easier. Multiple entry/exit gates and Sound SecurityThis mall has multiple entry/exit gates located in different locations. One canenter/exit according to his/her convenience. Also, there is a sound security system in placeon all the doors. Ladies and Gentlemen are being frisked appropriately every time they enter the mall. Great Ambience - As soon as the person enters into the mall, he comes across a great ambience of themall. Great brands all around the places and clean and tidy surroundings with well lightedareas are a great experience in itself. Huge open area of the mall and multiple stories are greatto look at. Globus Store Easily Locatable - If the person enters from the main entry of the mall, the store is located at the lefthand with a huge entry. A big Globus board with attractive pictures of kareena Kapoor andother models is displaced. Even if one enters the mall from other door, the directionsmentioning the location of the store are well placed. Very SpaciousThe store is very spacious with a huge area on two floors. Ground floor is completelydedicated to ladies apparels and 2 nd floor to men and children. Both the floors are very openwith high ceilings. Beautiful Lightening and great music The lightening in the mall is very nicely done. Not only it is well lighted, the music plays in the store is fantastic. Also, there are screens hung in the store displaying new fashion clothes with models etc. Elaborative displayThe apparels are displayed very nicely in the mall. Mannequins are placed in themiddle of the mall showing men, women and children clothes. Proper lightening to highlight the dresses is being used. Staff/Billing Less customer staff ratioThe staff to help customers is quite less. The ratio of customer to staff is low. As thestore is huge and there are multiple options for clothes available, the staff to assist customersis less. In-discriminated uniformThe staff wears a well discriminated uniform of green and white in summers.However, in winters, they wear black pullovers without any globus name mentioned on the pullovers which are difficult to discriminate. Customers have to wait and find out the staff for assistance.


Non working cash counters and credit card machinesOn Saturday, which is considered to be busy day in the mall, one billing counter onthe second floor was not working. People who were shopping on the second floor had tocome down the floor to pay. There was a huge rush in the only working counter andcustomers had to wait for long for their turn. Also, on the payment counter, one of the threecredit card machines was not working. People had to face quite inconvenience due to this.Well behaved and educated staff

The staff working in the mall is well educated and has good knowledge of the stuff available there. They are well spoken with good language skills. Post Billing Well informed about the exchange policyThe store manager as well as the person on the counter was well informedabout the exchange policy of the store. There are stringent guidelines to exchange the clothesto save customer and the store from any inconvenience and conflicts. When asked from themseparately, they explain the same policy in a good way. Helpful and friendlyThe merchandise manager, Mr. Aman Sharma was very helpful. When asked for helpfor this report, he was being very helpful and provided lot of information on the subject. Itwas a great interaction with him. He clarified many confusions and provided lot of detailswhich helped us to gain good knowledge on the topic. Also, if a customer comes to return thestuff, staff will take extra care and will help in the process. FlexibleIf a customer wants to return stuff and is not able to find any similar stiff, storewill provide coupon of the same value valid for 6 months. Customer can buy any stuff of thatvalue and also pay extra to buy costlier stuff. This flexibility of Globus is very well knownand is highly appreciated. Customer Follow up Occasional e-mail and SMS updatesWhen customer purchases some material, he is requested to fill up a form with detailslike name, e-mail, contact no. Whenever the store comes up with a festival bonanza or anyother scheme, they send emails or messages to them. People are being well informed aboutthe schemes in the store and also not being bothered with unnecessary follow-ups.

Bday/ Anniversary greetings/schemesWhereas a silver card holder receives a card on his birthday and anniversary, goldcard holders receive cake as well on these occasion along with a bouquet. One of the highlyappreciated effort from Globus.Customer satisfaction survey.After shopping as well as in the mail, customers are being sent surveys whichhelp them to serve the customer better in future. They are occasional and also very brief which customer does not uncomfortable to fill