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Avinash Neema Section 6- Customer Experience Management

**Vodafone Delights** •Loyalty program wherein existing and new customers can enjoy benefits across various products and services offered by Vodafone. Not only this, customers can also avail of the numerous benefits across Vodafone delight partners. •To make this loyalty program successful it was important for all departments to work together to give that WOW experience to the end consumer.

Customer Experience

Place

Various Channels

Email/SMS

Online Channels

Trade Channels

Retail Stores

Process

Process to Avail the offer

People

Product

Loyalty Cards

Promotion

Price

New Product Development

Launch

Product Launch

Targeting

Micro (Local /Individual) Marketing

Concentrated (Niche) Marketing

Differentiated (Segmented) Marketing

Undifferentiated (Mass) Market

Segmentation

Behavioral Segmentation

Psychographic Segmentation

Demographic Segmentation

Geographic Segmentation

Differentiation

Positioning Maps

Position Market Offering

Differentiate Market Offering

Testing

How/When?

UAT sign off

Testing the Product

Development

How?

Hiring right resources

Product Development

Market Research

Concept

What?

Product Pricing, Product Cost, Budget?

How will the product reach the consumers?

Who and Where are the customers?

What is the product/service Concept?

Program Affiliates

Agreement closures

Finalizing Offers

Appointing Partners

Communication

TTL

Partner Websites

Vodafone Website

BTL

Email and SMS

Partner Promotions

Big Cinemas

In Store Promotion

ATL

Newspaper

Newspaper Ads

OOH Media

Radio

Television Ads

Campaign 2

Campaign 1

Vodafone Delights