Caselet Code : CLSM027
Publication date : 2005
Subject : Services Marketing
Industry : Retailing
Length :
 04 Pages
Price :  Rs. 100 (Detailed Pricing Info)

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Abstract

This caselet discusses the global initiatives of Carrefour, the international retailing giant to improve its internal processes through technological measures. It focuses on internal measures taken by Carrefour in training its employees. Finally, it describes the various promotional measures and other services undertaken by the retailer to provide good customer service.


Issues:

» Impact of technology in retailing

»  Need for training employees globally

» Importance of promotion and supplementary services in retailing

Key words:

Carrefour, Spesamica, Retailing, Store, Inventory Management, Training, Motivation, Loyalty Program, Customer.

Questions for Discussion:

1. As a retail store, how has Carrefour gone about improving its customer service? Discuss in the light of improvement in business processes and employee attitude.

2. Retaining the customers by implementing various loyalty programs is an ongoing program in any service organization. What were the measures taken by Carrefour to motivate customers to visit the store frequently?