...International Journal of Retail & Distribution Management Building brand webs: Customer relationship management through the Tesco Clubcard loyalty scheme Jennifer Rowley Article information: To cite this document: Jennifer Rowley, (2005),"Building brand webs", International Journal of Retail & Distribution Management, Vol. 33 Iss 3 pp. 194 - 206 Permanent link to this document: http://dx.doi.org/10.1108/09590550510588361 Downloaded on: 15 September 2014, At: 19:08 (PT) References: this document contains references to 37 other documents. To copy this document: permissions@emeraldinsight.com The fulltext of this document has been downloaded 17452 times since 2006* Downloaded by UNIVERSITI MALAYSIA SABAH At 19:08 15 September 2014 (PT) Users who downloaded this article also downloaded: Jason J. Turner, Karen Wilson, (2006),"Grocery loyalty: Tesco Clubcard and its impact on loyalty", British Food Journal, Vol. 108 Iss 11 pp. 958-964 Mark D. Uncles, Grahame R. Dowling, Kathy Hammond, (2003),"Customer loyalty and customer loyalty programs", Journal of Consumer Marketing, Vol. 20 Iss 4 pp. 294-316 Jennifer Rowley, (2007),"Reconceptualising the strategic role of loyalty schemes", Journal of Consumer Marketing, Vol. 24 Iss 6 pp. 366-374 Access to this document was granted through an Emerald subscription provided by 313615 [] For Authors If you would like to write for this, or any other Emerald publication, then please use our Emerald for Authors service information about...
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...2015 BBMR4103 RELATIONSHIP MARKETING 1.0 Introduction Tesco is the world leading retailer in United Kingdom and has now entered the retail industry in Malaysia. Tesco Stores (Malaysia) Sdn. Bhd. was established on 29 November 2001, partnering with Tesco Plc UK and Sime Darby Berhad. Sime Darby holds 30% of the total shares. The first Tesco hypermarket was opened in 2002, at Puchong, Selangor. Today, Tesco Malaysia has nearly 15,000 employees and 43 stores in Malaysia. Tesco Malaysia started to operate in two formats which are Tesco Hypermarket and Tesco Extra Hypermarket. Tesco Hypermarket is a place that offers customers a complete one stop shopping for their needs from fresh food to groceries, from household needs to apparel. It carries more than 86,000 lines of products including nearly 4,000 own brand of products ranging from food to non-food items. Tesco Extra Hypermarket serves the needs of small businesses, families and individuals all under one roof by providing a comprehensive range of products and services focused for small businesses including bigger pack sizes, special trolleys and checkouts as well as a dedicated business development team to support small business owners with their orders. Tesco Malaysia believes that their success depends on people, which include the people who shop with them and people who work with them. If customers like what was offered to them, they are more likely to come back and shop with Tesco again. If Tesco team find that their...
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...Introduction The report starts with looking at and exploring what marketing is and how it has evolved. The report is supported with marketing definitions from three different sources and what is meant by a marketing orientation and marketing process. Secondly, an introduction of Tesco the organisation the report will be focusing on throughout the report. Within the report there are some tables and graphs used to support the answers to some of the assessment criteria. The fundamental concepts and principles that underpin the marketing process are discussed and the use of environmental analysis in marketing, while the narrator carries out their own analyses at both macro and micro levels. The report investigates the importance of market segmentation and how this leads to the identification and full specification of target groups. It then considers buyer behaviour and positioning. The main elements of both the original and the extended marketing mix are then looked at. An introduction to the concept of the product life cycle, new product development, pricing strategies, distribution options and the promotion mix have all been discussed. Finally the narrator has developed marketing mixes to meet the needs of different target groups. The report includes the differences when marketing services as opposed to goods and examines marketing to businesses instead of consumers and the development of international markets. The report concludes by summarising the principles of marketing and...
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...Concept 3 1.2 Brief Background of Tesco PLC 3 Main Products and service range offered 4 Markets Served 5 Tesco’s Main Competition 5 1.3 Key Issues faced by industry players and Tesco PLC 5 2.0 Marketing Mix 6 2.1 Product Mix 6 2.2 Place Strategy 8 2.2.1 Current strategies used in distribution 8 2.3 Price Strategies 8 2.4 Promotion Mix 9 3.0 Technological Impact 10 3.1.1 Tesco and CRM (Customer Relationship Management) 10 4.0 Conclusion 12 Executive Summary The main objective of this report is to critically analyze the Tesco PLC’s overall operational scope based on a retailing perspective, since they are indeed the UK’s largest multiple retailer and across in Central Europe, it is the author’s main objective to study the marketing mix strategies and the components of the business as well. The technological factors as well the customer relationship management that Tesco has incorporated into their business in order to gain reputation and an established brand reputation is also what fascinated the author to conduct this research because Tesco has proven themselves in terms of the diversification of their services and the further expansion of their stores across the globe with an effective marketing strategy associated with it. Furthermore the highly advanced Information Technology and IT systems that has given Tesco a competitive advantage over the competitors on an international platform and has helped Tesco in maximizing the overall supply chain...
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...Customer Relationship Management Proposal For Fish Lover’s Content Section I: Introduction Section II: Previous Works In The Field And Its Advantages Of The Approach Over Existing Prototypes Section III: Key Ideas Of Research With CRM In Today’s Trends Section IV: Prototype CRM System For Fish Lover’s Section V: Extending System To Other Area Of Business. Section VI: Conclusion SECTION I: INTRODUCTION The key element of a business is to make profit. To reach these goal customers has to be satisfied. Giving attention to the customer’s need and requirement has become the foremost important goal of 99% of the companies today. Customer Relationship Management, or CRM is a strategy highly required to enterprises in cost savings and increasing customer base by solidifying them. CRM allows bringing true data sources in to the organization giving a holistic view of customers in real time, which will help the enterprise to function according to their demands with high quality services; hence allowing the organization to make informed decisions at the right time. Through good customer care organization gain its reputation. The proposal is based on implementing a CRM system to a newly establishing organization in Maldives. The enterprise is to establish a fish processing company; mainly canning flavored fish. The CRM system for the business is the latest trends in 2014,including social media, cloud technology and mobile devices...
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...Case 5: Promotion Decisions MAKING LOYALTY PAY NAME STUDENT ID Nancy Kumari S11013306 Saher Buksh S01007626 Aditya Raniga S11052046 Table of Contents CASE BACKGROUND 2 NECTAR 2 Nectar Promotions: 3 SAINSBURY 4 Therefore the aim of this case analysis is to find out: 4 CUSTOMER REGISTRATION 5 TWO METHODS OF REDEEMING POINTS 5 COMPETITION IN THE UK GROCERY RETAIL INDUSTRY 6 COMPARISION WITH COMPETITORS 7 SITUATIONAL ANALYSIS 8 CONSUMER PERCEPTION OF NECTAR PROGRAM 8 SPONSOR PERCEPTION OF NECTAR PROGRAM 9 SHOULD SAINSBURY CONTINUE WITH NECTAR? 10 SHOULD SAINSBURY HAVE ITS OWN LOYALTY PROGRAM? 12 SHOULD SAINSBURY DISCONTINUE WITH THE CURRENT LOYALTY PROGRAM & DIVERT FUNDS TO NON-LOYALTY PROGRAMS 14 CUSTOMER LOYALTY PROGRAM IN FIJI 16 RECOMMENDATION 17 CONCLUSION 20 BIBLIOGRAPHY 21 CASE BACKGROUND NECTAR • The Nectar loyalty program is the largest loyalty program in Britain. • It was launched by Loyalty Management UK (LMUK and chaired by Air Miles co-founder Keith Mills). • Nectar opened for business in 2002. • With reference to various individual retail loyalty programs, Keith Mills,Gierkink, and further members of the LMUK team undertook the decision to search for an assembly of retailers who had their individual reward programs however were not content with their performance and could enhance their performance by combining with a multi partner loyalty scheme. • The initial four sponsors of LMUK were Sainsbury...
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...Knowledge Management & Information Systems Wordcount: 1,971 As ‘by virtue of its tacitness, inimitability and immobility’ (Scarbrough & Shan, 1999, p.359) knowledge is increasingly considered to give a competitive advantage. We can identify two types of knowledge: explicit and tacit knowledge. Explicit knowledge refers to the ‘know what’ that can be codified hence, that can be communicated and diffused (Scarbrough, 2011). Tacit knowledge, on the other hand is ‘The know-how’s’. They are ‘hard to verbalize because they are expressed through action-based skills and cannot be reduced to rules and recipes.’ (Scarbrough, 2012). Due to it’s context specific and personal nature, tacit knowledge, is perceived as more useful but harder to manage than explicit knowledge (Boddy et al., 2008). It is widely believed that tacit knowledge can only be fully shared and understood by live contact and by contrast that technology and information systems are useful to communicate explicit knowledge as they can be codified and can then be regrouped on a database. But lately, firms have been attempting to develop IT solutions to capture tacit knowledge notably through Communities of Practice (CoP), online networks or video communication (Marwick, 2001). This essay will attempt to define the role played by information systems in capturing knowledge before taking an insight into how information systems have developed in different organizations and different knowledge...
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...Annual Report and Financial Statements 2012 Tesco at a glance 2011/12 We are one of the world’s largest retailers with operations * in 14 countries, employing almost 520,000 people and serving millions of customers every week. £72.0bn +7.4% Group sales Group sales growth £3.8bn Group profit before tax +5.3% Group profit before tax growth +1.6% Underlying profit before tax** +2.1% Underlying diluted earnings per share**† 14.76p Full year dividend per share UK Revenue± Trading profit Asia Revenue± Trading profit Europe Revenue± £42.8bn 66% of Group £2,480m 66% of Group £10.8bn 17% of Group £737m 20% of Group £9.9bn 15% of Group Revenue growth± Trading profit growth Revenue growth± Trading profit growth Revenue growth± +5.0% Employees (1.0)% Stores +10.5% +21.8% Employees Stores +7.3% Employees 300,373 2,979 Market position Multiple formats include Loyalty scheme dotcom 1st Hypermarkets, superstores, supermarkets, convenience Clubcard – around 16 million active members First grocery home shopping service 1997 117,015 Market position Multiple formats include Loyalty scheme 1,719 94,409 Market position Multiple formats include Loyalty scheme dotcom dotcom 1st or 2nd in all except China Hypermarkets, supermarkets, convenience Clubcard in Malaysia and Thailand, Family Card in South Korea, Legou Tesco Membercard in China – over 20 million active members across Asia South Korea...
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...TAKING LEADERSHIP IN A DIGITAL ECONOMY BY TELSTRA CORPORATION LIMITED AND DELOITTE DIGITAL November 2012 deloittedigital.com.au telstra.com A NOTE FROM DAVID Consumers and businesses are rapidly embracing digital technology and this is redefining the traditional transaction model. We now have a new generation of globally connected consumers and businesses who behave very differently – and we must all adapt to these changes and take advantage of the new opportunities. By the end of the decade we will have connected just about every device to next generation networks, from smartphones and offices of the future, to educational resources and digital home appliances. The changes we are talking about are transformational. Everything, everyone and every place will be connected. This will make us more innovative and more competitive – and change the way we live and work for the better. The challenge ahead is how to best use the tremendous creativity, innovation and capability of Australians to participate in these new opportunities – whether it be m-commerce, Big Data, robotics or social media. Every part of our economy can benefit from this new era of connectivity. Our role, as Australian business leaders, is to help build a 21st century economy that is locally accessible and globally competitive. As a nation, we can lead the world and create positive change. David Thodey Chief Executive Officer Telstra 1 A NOTE FROM GIAM The world is changing. The internet has...
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...Introduction to E-business To Debbie and Richard Introduction to E-business Management and strategy Colin Combe AMSTERDAM BOSTON HEIDELBERG LONDON NEW YORK PARIS SAN DIEGO SAN FRANCISCO SINGAPORE SYDNEY Butterworth-Heinemann is an imprint of Elsevier OXFORD TOKYO Butterworth-Heinemann is an imprint of Elsevier Linacre House, Jordan Hill, Oxford OX2 8DP 30 Corporate Drive, Suite 400, Burlington, MA 01803 First edition 2006 Copyright ß 2006, Elsevier Ltd. All rights reserved No part of this publication may be reproduced, stored in a retrieval system or transmitted in any form or by any means electronic, mechanical, photocopying, recording or otherwise without the prior written permission of the publisher Permissions may be sought directly from Elsevier’s Science & Technology Rights Department in Oxford, UK: phone: (þ44) (0) 1865 843830; fax: (þ44) (0) 1865 853333; email: permissions@elsevier.com. Alternatively you can submit your request online by visiting the Elsevier website at http://www.elsevier.com/locate/ permissions, and selecting Obtaining permission to use Elsevier material British Library Cataloguing in Publication Data A catalogue record for this book is available from the British Library Library of Congress Cataloguing in Publication Data Control Number: 2005938727 ISBN–13: 978-0-7506-6731-9 ISBN–10: 0-7506-6731-1 For information on all Butterworth-Heinemann publications visit our website at http:/ /books.elsevier.com Printed and bound in...
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...Customer Relationship Management VSF This book is dedicated to my children Emma and Lewis of whom I am enormously proud. Customer Relationship Management Concepts and Technologies Second edition Francis Buttle AMSTERDAM • BOSTON • HEIDELBERG • LONDON • NEW YORK • OXFORD PARIS • SAN DIEGO • SAN FRANCISCO • SINGAPORE • SYDNEY • TOKYO Butterworth-Heinemann is an imprint of Elsevier Butterworth-Heinemann is an imprint of Elsevier Linacre House, Jordan Hill, Oxford OX2 8DP 30 Corporate Drive, Suite 400, Burlington, MA 01803, USA First edition 2009 Copyright © 2009, Francis Buttle Published by Elsevier Ltd. All rights reserved. The right of Francis Buttle to be identified as the author of this work has been asserted in accordance with the Copyright, Designs and Patents Act 1988 No part of this publication may be reproduced, stored in a retrieval system, or transmitted in any form or by any means electronic, mechanical, photocopying, recording or otherwise without the prior written permission of the publisher. Permissions may be sought directly from Elsevier’s Science & Technology Rights Department in Oxford, UK: phone ( 44) (0) 1865 843830; fax: ( 44) (0) 1865 853333; email: permissions@elsevier.com. Alternatively you can submit your request online by visiting the Elsevier web site at http://elsevier.com/locate/ permissions, and selecting Obtaining permission to use Elsevier material. Notice No responsibility is assumed by the publisher for any injury and/or damage...
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...Retailing in the 21st Century Manfred Krafft ´ Murali K. Mantrala (Editors) Retailing in the 21st Century Current and Future Trends With 79 Figures and 32 Tables 12 Professor Dr. Manfred Krafft University of Muenster Institute of Marketing Am Stadtgraben 13±15 48143 Muenster Germany mkrafft@uni-muenster.de Professor Murali K. Mantrala, PhD University of Missouri ± Columbia College of Business 438 Cornell Hall Columbia, MO 65211 USA mantralam@missouri.edu ISBN-10 3-540-28399-4 Springer Berlin Heidelberg New York ISBN-13 978-3-540-28399-7 Springer Berlin Heidelberg New York Cataloging-in-Publication Data Library of Congress Control Number: 2005932316 This work is subject to copyright. All rights are reserved, whether the whole or part of the material is concerned, specifically the rights of translation, reprinting, reuse of illustrations, recitation, broadcasting, reproduction on microfilm or in any other way, and storage in data banks. Duplication of this publication or parts thereof is permitted only under the provisions of the German Copyright Law of September 9, 1965, in its current version, and permission for use must always be obtained from Springer-Verlag. Violations are liable for prosecution under the German Copyright Law. Springer is a part of Springer Science+Business Media springeronline.com ° Springer Berlin ´ Heidelberg 2006 Printed in Germany The use of general descriptive names, registered names, trademarks, etc. in this publication does not...
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...Australia G Canada G Mexico G Singapore G Spain G United Kingdom G United States Marketing Communications John Egan Publishing Director John Yates Production Editor Lucy Mills Typesetter Newgen, India Text Design Design Deluxe Ltd, Bath, UK Publisher Jennifer Pegg Manufacturing Manager Helen Mason Production Controller Maeve Healy Printer Rotolito Lombarda S.p.A. Italy Development Editor Tom Rennie Marketing Executive Leo Stanley Cover Design www.mulcaheydesign.co.uk Copyright © 2007 Thomson Learning The Thomson logo is a registered trademark used herein under licence. For more information, contact Thomson Learning High Holborn House 50-51 Bedford Row London WC1R 4LR or visit us on the World Wide Web at: http://www.thomsonlearning.co.uk This edition published 2007 by Thomson Learning. All rights reserved by Thomson Learning 2007. The text of this publication, or any part thereof, may not be reproduced or transmited in any form or by any means, electronic or mechanical, including photocopying, recording, storage in an information retrieval system, or otherwise, without prior permission of the publisher. Every effort has been made to trace all the copyright holders, but if any have been inadvertently overlooked the publisher will be pleased to make the necessary arrangements at the first opportunity. Please contact the publisher directly. While the publisher has taken all reasonable care in the preparation of this book the publisher makes...
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...altered. Our willingness to wait to be satisfied or served has reduced and we expect instant product availability and gratification. It should be obvious from this that the supply or logistics system that gets products from production through retailing to consumption has also needed to be transformed. Physical distribution and materials management have been replaced by logistics management and a subsequent concern for the whole supply chain (Figure 1.1). This logistics transformation derives from cost and service requirements as well as consumer and retailer change (see Fernie, 1990; Fernie and Sparks, 1998). Elements of logistics are remarkably expensive, if not controlled effectively. Holding stock or inventory in warehouses just in case it is needed is a highly costly activity. The stock itself is expensive and might not sell or could become obsolete. Warehouses and distribution centres generally are expensive to build, operate and maintain. Vehicles to transport goods between warehouses and shops are expensive, in terms 2 ❚ Logistics and retail management Materials management Physical distribution management Inventory C O N S U M E R S Raw materials Storage facilities Parts Packaging Materials Communication Logistics management Finished product...
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...100 Great Marketing Ideas from leading companies around the world Jim Blythe 100 GREAT MARKETING IDEAS FROM LEADING COMPANIES AROUND THE WORLD Jim Blythe Copyright © 2009 Jim Blythe First published in 2009 by Marshall Cavendish Editions An imprint of Marshall Cavendish International 1 New Industrial Road, Singapore 536196 Other Marshall Cavendish offices: Marshall Cavendish Ltd. 5th Floor, 32–38 Saffron Hill, London RC1N 8FH, UK • Marshall Cavendish Corporation. 99 White Plains Road, Tarrytown NY 10591-9001, USA • Marshall Cavendish International (Thailand) Co Ltd. 253 Asoke, 12th Flr, Sukhumvit 21 Road, Klongtoey Nua, Wattana, Bangkok 10110, Thailand • Marshall Cavendish (Malaysia) Sdn Bhd, Times Subang, Lot 46, Subang Hi-Tech Industrial Park, Batu Tiga, 40000 Shah Alam, Selangor Darul Ehsan, Malaysia Marshall Cavendish is a trademark of Times Publishing Limited The right of Jim Blythe to be identified as the author of this work has been asserted by him in accordance with the Copyright, Designs and Patents Act 1988. All rights reserved No part of this publication may be reproduced, stored in a retrieval system or transmitted, in any form or by any means, electronic, mechanical, photocopying, recording or otherwise, without the prior permission of the copyright owner. Requests for permission should be addressed to the publisher. The author and publisher have used their best efforts in preparing this book and disclaim liability arising directly and indirectly from...
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