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  • CCD Customer Touch Points V1.1

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    This document discusses the customer touch points of Café Coffee Day. It begins with background on Café Coffee Day, including that it is the largest coffee chain in India. It then discusses key target audiences and defines what a customer touch point is. The majority of the document lists and visually displays Café Coffee Day's various customer touch points, including their logo, website, ambience, seating options, wifi, discounts, food/coffee varieties, and merchandize products. It also discusses Café Coffee Day's major differentiating points currently and potential future strategies around international expansion, technology adoption, and customer relationship management.

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    This document discusses the customer touch points of Café Coffee Day. It begins with background on Café Coffee Day, including that it is the largest coffee chain in India. It then discusses key target audiences and defines what a customer touch point is. The majority of the document lists and visually displays Café Coffee Day's various customer touch points, including their logo, website, ambience, seating options, wifi, discounts, food/coffee varieties, and merchandize products. It also discusses Café Coffee Day's major differentiating points currently and potential future strategies around international expansion, technology adoption, and customer relationship management.

    Copyright:

    Attribution Non-Commercial (BY-NC)
    Download as PPTX, PDF, TXT or read online from Scribd
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    Download as pptx, pdf, or txt
    32 views19 pages

    CCD Customer Touch Points V1.1

    Uploaded by

    abhirupb_2
    This document discusses the customer touch points of Café Coffee Day. It begins with background on Café Coffee Day, including that it is the largest coffee chain in India. It then discusses key target audiences and defines what a customer touch point is. The majority of the document lists and visually displays Café Coffee Day's various customer touch points, including their logo, website, ambience, seating options, wifi, discounts, food/coffee varieties, and merchandize products. It also discusses Café Coffee Day's major differentiating points currently and potential future strategies around international expansion, technology adoption, and customer relationship management.

    Copyright:

    Attribution Non-Commercial (BY-NC)
    Download as PPTX, PDF, TXT or read online from Scribd
    Flag for inappropriate content
    Download as pptx, pdf, or txt
    of 19

    Customer Touch Points

    For
    Café Coffee Day
    Group 4
    Abhirup Banerjee 9030241401
    Khyati Shah 9030241412
    Loveleen Gill 9030241413
    Sachin Bhadane 9030241425
    Shachee Swadia 9030241429
    D
    Agenda
    • About CCD
    • Target audience
    • Customer touch points
    • Snapshot of CCD Customer touch points
    • Major Differentiating Points
    • Future Adoptions
    About CCD
    • First Coffee retail in India – V.G.Siddhartha
    • Biggest organized retail café chain in India – 1996
    • Largest coffee conglomerate – the Amalgamate Bean
    Coffee Trading Company Limited (ABCTCL)
    • ISO 9002 Certified
    Key Target Audience
    • 50% population falls under 16 to 25 Years of age
    group
    What is a Customer Touch point?
    • Is an interface of a product, service or brand with
    Customers
    • Every time there is an opportunity to “Interact” with
    the customer
    Customer Touch Points - CCD
    LOGO

    BRAND VALUE

    TAG LINE

    WEB SITE
    Customer Touch Points - CCD
    ENTRANCE

    MENU SELECTION

    AMBIENCE
    Customer Touch Points - CCD
    STAFF SERVICE

    SEATING OPTIONS

    SOFA SET
    Customer Touch Points - CCD
    WIFI CONNECTIVITY

    JUKEBOX/
    TV DISPLAY

    VENDING MACHINES
    Customer Touch Points - CCD
    DISCOUNTS
    SPECIAL OFFERS

    PASSES/TICKETS
    Customer Touch Points - CCD
    TENT CARDS/DANGLERS

    TAKE AWAYS
    Customer Touch Points - CCD
    FOOD VARIETIES

    COFFEE VARIETIES
    Customer Touch Points - CCD
    MERCHANDIZE PRODUCTS
    Customer Touch Points - CCD
    • WEBSITE ( www.cafecoffeeday.com )
    Online shopping – coffee/mugs

    Fun stuff – downloads, contests/offers


    Coffee Gyan
    Calendars

    Online feedback
    Major Differentiating Points - Present

    • Brand Value
    • Low Cost
    • Good Ambience
    - Good Service
    - Good place to hangout for
    Urban Youngsters
    Future Strategies to be adopted
    PAST PRESENT FUTURE
    Started with metros in In India – Tier 2 and 3 Spread internationally
    India towns along with metros
    No Website and wifi Website and wifi Website and wifi
    connectivity connectivity connectivity
    Write the order Write the order POS/Touch screen
    Marketing by Word of Marketing in print media Marketing in All media
    Mouth
    Outlet orders Outlet orders/vending Home delivery
    machines
    No customer preferences Manual customer Remembering the
    remembered preferences remembered customer preferences
    (CRM)
    No internet access Only internet access PC
    Accessibility/Community
    formation
    Reference
    • http://
    www.stonecreekllc.com/customer-touch-points.html
    • http://www.cafecoffeeday.com/
    • http://www.iipmthinktank.com/functions/marketing
    /compartive.pdf

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