Marketing Vodafone Recommendations

Recommendations

Requires more staff at the first point of contact

More computer systems should be made available to test the internet speed

Drinking water in the store should be made available

Must keep more furniture for the customers to sit

Recommendations

1)

Researches indicate that acquiring new customers can cost five times more than the costs involved in satisfying and retaining current customers 9. Vodafone should start a customer loyalty program for its customers like it has done in UK. Under this program Vodafone can tie up with domestic airlines, hotel groups or some retail chains. The customers can earn bonus points depending upon their monthly usage and tenure of using Vodafone services and avail the benefits at these points. Loyalty bonus can also be offered in the form of free SMS, extra talk time, discounted call rates, etc. to the customers.

2)

There is no option of customer feedback available at the store level. This option is only available if one calls at the customer care centre. If service option is not feasible at store level, at least a feedback drop box can installed in the Vodafone store/mini store. This makes the service feasible.

Other than providing information about the latest schemes, Vodafone’s website should be used as a medium where the users can register their complaints and get a response within 24hours of their registration. A provision to keep a track of the status of complaint should also be provided. The website also needs to be updated very frequently to keep the user informedof the latest offerings.

3)

Hidden charges are mainly involved in using VAS and Vodafone live service (GPRS). Thesecharges should be properly stated through a confirmation message before activation of anyservice. There should be a toll-free number through which the user can get all the details including charges, validity, etc for using different services provided by Vodafone.

4)

Facilities of free calls/SMS after using special add-on tariffs are sometimes not valid onfestive days. In such a case prior information should be provided to the users through SMS.

5)

Installation of Kiosks in centralized locations in major areas (like major stations) will allow the post paid customers to pay their bills with ease, change their billing plan, print their bills, etc. The customers can avail the services through these Kiosks 24x7.

6)

A simpler procedure for activating/deactivating