CUSTOMER RELATIONSHIP MANAGEMENT OFPANTALOON RETAIL OUTLET

Prepared for T Thirumal Reddy

Faculty MemberSiva Sivani Institute of Management

Prepared byIzhar Ansari

Students, PGDM (M5-12) - trimester-5Siva Sivani Institute of Management

September 08, 2011

INTRODUCTION

COMPONY’S PROFILE

Pantaloon Retail (India) Limited, is India’s leading retailer that operates multiple retail formats in both the value and lifestyle segment of the Indian consumer market. Headquartered in Mumbai (Bombay), the company operates over 10 million square feet of retail space, has over 1000 stores across 61 cities in India and employs over 30,000 people.

The company’s leading formats include Pantaloons, a chain of fashion outlets,  Big

Bazaar, a uniquely Indian hypermarket chain, Food Bazaar, a supermarket chain, blends the look, touch and feel of Indian bazaars with aspects of modern retail like choice, convenience and quality and Central, a chain of seamless destination malls. Some of its other formats include, Depot, Shoe Factory, Brand Factory, Blue Sky, Fashion Station, all, Top 10, MBazaar and Star and Sitara. The company also operates an online portal, futurebazaar.com.

A subsidiary company, Home Solutions Retail (India) Limited, operates Home Town, a large-format home solutions store, Collection I, selling home furniture products and E-Zone focused on catering to the consumer electronics segment.

Pantaloon Retail was recently awarded the International Retailer of the Year 2007 by the US-based National Retail Federation (NRF) and the Emerging Market Retailer of the Year 2007 at the World Retail Congress held in Barcelona.

Pantaloon Retail is the flagship company of Future Group, a business group catering to the entire Indian consumption space

Future Group

Future Group is one of the country’s leading business groups present in retail, asset management, consumer finance, insurance, retail media, retail spaces and logistics. The group’s flagship company, Pantaloon Retail (India) Limited operates over 10 million square feet of retail space, has over 1,000 stores and employs over 30,000 people.

Future Group is present in 61 cities and 65 rural locations in India. Some of its leading retail formats include, Pantaloons, Big Bazaar, Central, Food Bazaar, Home Town, eZone, Depot, Future Money and online retail format, futurebazaar.com. Future Group companies includes, Future Capital Holdings, Future Generali India Indus League Clothing and Galaxy Entertainment that manages Sports Bar, Brew Bar and Bowling Co. Future Capital Holdings, the group’s financial arm, focuses on asset

management and consumer credit. It manages assets worth over $1 billion that are being invested in developing retail real estate and consumer-related brands and hotels.

The group’s joint venture partners include Italian insurance major, Generali, French retailer ETAM group, US-based stationary products retailer, Staples Inc and UK-based Lee Cooper and India-based Talwalkar’s, Blue Foods and Liberty Shoes.

Future Group’s vision is to, “deliver Everything, Everywhere, Every time to Every Indian Consumer in the most profitable manner.” The group considers ‘Indian-ness’ as a core value and its corporate credo is - Rewrite rules, Retain values.

1. THE CRM SUB PROCESS

Formation Management and Governance Performance

Employee Training

Team structure

Role specification

Planning Progress

Process Alignment

Monitoring Process

Communication

Employ Motivation

EvolutionEnhancement Improvement

RelationshipPerformanceRelationshipEquity,RelationshipSatisfaction.StrategicFinancialMarketing Retention SatisfactionLoyalty

PurposeIncrease

EffectivenessImprove

Efficiency

ProgramsAccount Management,Retention Marketing,Co-up agreements,Strategic partnership,

PartnersCriteriaProcess

THE CRM PROCESS

Customer Relationship Formation Process Relationship Management & Governs process Relationship Performance Evolution Process CRM evolution

PURPOSE:

The main purpose of any organization to implement CRM is to increase the effectiveness of CRM process so that the loyalty of customer increases for the organization. Improving the Efficiency of the program so that it should become more and more customer friendly.

FOR PANTALOON

In the competitive environment of organization has to implement some CRM process in order to sustain in the market pantaloon has adopted a CRM process by issuing loyalty cards to the customer Basically CRM is implemented to increase the revenue of the organization.

PROGRAM: - Pantaloon use to issue loyalty card in which they use to provide point on card. This card helps in providing special benefits to the customer as they get special discount .Company get benefited as this program enhances repurchasing and ticket size.

Partner:-Forming and implementing loyalty programs makes customer so delighted that they start spreading WOM as well as it became a status symbol for customer.

RELATIONSHIP MANAGEMENT & GOVERNS PROCESS:-

Hierarchy to be followed at front end operation in Pantaloon ORGANISATIONAL CHART OF PANTALOONS

Role Specification

CEO (Director)

General Manager (Operations)

General Manager (Marketing)

General Manager (H.R)

East Zone(Head)

West Zone(Head)

North Zone(Head)

South Zone(Head)

Regional ManagerRegion (1)

Regional ManagerRegion (3)

Regional ManagerRegion (2)

Store ManagerStore (1)

Store ManagerStore (2)

Store ManagerStore (3)

Department Manager

Team Leader

Team Member

CSR; he is responsible for to take care of each and every customer.

Team Member:-They are basically the first touch point. they give the proper information about merchandise and the services which they avail.

Team Leader:-Team Leader basically responsible for managing entire team member of a particular department.

Department Manager:

Planning Process: Planning Process involve all the planning activities taken at store level.And we have to display like how much inventory has to keep inside the store , allocation the target which given to the front line staffs.

PERFORMANCERELATIONSHIP PERFORMANCE

Dimension of relationship

1. Reciprocation-All the activities taking place in the store are reciprocated to all the loyal member of store either through sms or telecalling.

2. Mutual benefit-offer should be such that employee and customer both should be benefited.

3. Trust-company and customer should trust each other .the customer should not feel deceived post purchase.

4. Transperancy –entire transaction process should be transparent so that customer doesn’t feel cheated.

5. Concern-company should show concern for their customer. If an organization shows concern for their customer they feel delighted.

6. Interdependency-customer is dependent on company to satisfy their need and want and desire whereas company is dependent on customer for business.

7. Commitment-company and customer should be committed to each other.

Marketing

In these criteria the marketing executive decides that through which media the communication would be effective so that customer could attract towards the outlet like which kind of aids should be given in Print Aid at News Paper as well as magazines, Television and Radio.

Retention- to make customers feel that they are the most important for the organization and it could be happen through customization. Satisfaction- when the organization performance would be more than customers’ expectation by good services, definitely it will create satisfaction in customers.

But now this metalistic era customers want exceed service it mean more than satisfaction from the services of the organization. That’s why Pantaloon should emphasis on this point of view of the customers and provides them customization services.

Loyalty- If Pantaloon would able to provide personalize services especially its loyal customers, it will create a positive referrals among all the targeting marketing and it will attract the potential customers to be loyal customers of the Pantaloon.

EvolutionIf there any quarry regarding performance of the organization, there should be pay attention towards the performance whether it related with Employees or Product. It must be improve so that other competitor can’t avail the benefits of your weaknesses.

2. TYPE OF RELATIONSHIP BEING FOLLOWED BY PANTALOON

For a long time, marketers implemented their 4Ps strategy to attract and satisfy their target customers. But post-liberalization, the highly competitive and dynamic business environment has forced the businesses to think not only to attract but also to retain their customers, especially profitable ones. This approach of businesses to build, and maintain one-to-one life-long relationship with their large number of customers has led to the emergence of a new term CRM, which stands for Customer Relationship Management. This change in perspective is also supported by research findings that it costs up to 6-8 times more to attract a new customer than to retain an existing customer (Gruen, 1997). Moreover, studies have shown that a small proportion of the customer base (20% or less) accounts for more than 70-80% of firm's revenues and profits.

Levy and Weitz, authors of "Retailing Management", define CRM as, "A business philosophy and set of strategies, programs, and systems that focuses on identifying and building loyalty with a retailer's profitable customers." It is based on the business philosophy that all customers are not profitable in the same way and retailers' can increase their profitability by building relationships with their better customers. The goal

is to develop a base of loyal customers who patronize the retailer frequently. CRM is an iterative process that turns customer data into customer loyalty through four sequential activities shown in the CRM Model.

CRM Model

CRM is quite a new phenomenon in retailing industry. It is only big retailers who have installed CRM systems to identify and track customer purchases and take appropriate management decisions, especially on managing customer relationships. Now, organized retailers like Big Bazaar, Westside, Shoppers' Stop, etc., have started concentrating on providing more value to their valuable customers using targeted promotions and services to increase their share of wallet, i.e., the percentage of the customers' purchases made from these retailers with these customers. Almost all of them have started Loyalty Programs, i.e., frequent shoppers program in order to reward the existing customers. These programs help the retailers in increasing the number of footfalls as well as enhancing their sales revenues and profits.

In his Spartan office in suburban Mumbai, Kishore Biyani points to a portrait of Mother Teresa. Beneath the portrait is the message: 'Gift till it hurts.'

That might seem like an unusual motto for a hard-headed businessman, but Biyani, the chief of the Pantaloon retail chain, says these are words that guide his highly successful career in retailing.

"In retailing the key is to offer customers more value than they can ever imagine. It could be in terms of price, quality or service. That's the only way to retain customers. That's what Mother Teresa has taught me."

Pantaloon Retail had the highest net sales growth at 65%, its value segment increasing by 78% and lifestyle segment increasing by 50%. Value retail accounts for close to 72% of the company's turnover.

LIVING THE RELATIONSHIP

RELIABILITY: Reliability depends on the lack of unwanted, unanticipated and unexplainable variance in performance. The major determinant of reliability in an organization is not how greatly it values reliability or safety per se over other organizational values, but rather how greatly it disvalues the mis-specification, misestimating and misunderstanding of things; All else being equal, the more things that more members of an organization care about mis-specifying, misestimating or misunderstanding, the higher the level of reliability that organization can hope to attain.

Pantaloon is a highly reliable organization as its performance has not got much variances in terms of service.

TRUST: It’s all about to be confident about the company or to have confidence or faith in the company. The customer can trust Pantaloon because of its credibility and big brand name in the field of retailing. Its hard for an organization to get trusted and for the customer to trust an organization because of the cut throat competition offered by the competitors in the field of retailing.

RECOGNITION: It is related to the fact that how well the organization remembers the need of their customers. When you recognize people effectively, you reinforce, with your chosen means of recognition, the actions and behaviors you most want to see people repeat. Recognition system should be simple, immediate, and powerfully reinforcing. You need to develop recognition that is equally powerful for both the organization and the customer. The recognition you offer should be viewed as motivating and rewarding by your customers and important for the success of your organization. People also like recognition that is random and that provides an element of surprise.

ACCESSIBILITY: It refers to the quality of being at hand when needed i.e. the organization can accommodate the customer according to his needs. It is the degree to which a product (e.g., device, service, and environment) is accessible by as many people as possible. Accessibility can be viewed as the "ability to access" the functionality, and possible benefit, of some system or entity. Accessibility is often used to focus on people with disabilities and their right of access to entities, often through use of assistive technology. Several definitions of accessibility refer directly to access-based individual rights laws and regulations. Products or services designed to meet these regulations are often termed Easy Access or Accessible.

Accessibility is not to be confused with usability which is used to describe the extent to which a product (e.g., device, service and environment) can be used by specified users to

achieve specified goals with effectiveness, efficiency and satisfaction in a specified context of use.

Accessibility is strongly related to universal design when the approach involves "direct access." This is about making things accessible to all people (whether they have a disability or not). However, products marketed as having benefited from a Universal Design process are often actually the same devices customized specifically for use by people with disabilities. An alternative is to provide "indirect access" by having the entity support the use of a person's assistive technology to achieve access (e.g., screen reader).

SERVICE: It is how effectively an organization manages the time of its customers. A service is the non-material equivalent of a good. A service provision is an economic activity that does not result in ownership, and this is what differentiates it from providing physical goods. It is claimed to be a process that creates benefits by facilitating a change in customers, a change in their physical possessions, or a change in their intangible assets. It is a set of benefits delivered from the accountable service provider, mostly in close co action with his service suppliers, generated by the functions of technical systems and/or by distinct activities of individuals, respectively, commissioned according to the needs of his service consumers by the service customer from the accountable service provider, rendered individually to the authorized service consumers on their dedicated request, and, finally, utilized by the requesting service consumers for executing and/or supporting their day-to-day business tasks or private activities.

EDUCATION: It is keeping the customers up to date about the innovation offered by the organization to the customers. Most businesses spend more time and energy trying to find new customers than they spend retaining the customers they have. The logic behind customer retention is simple - it costs far less money to keep current customers happy than to spend much more money to recruit new customers. Loyal customers tell their friends about your business and will spend more money than new customers. Here are seven steps to superior customer service.

PREFERENCE: It is the satisfaction of the customer that he has got fair prices and priority. It can be seen as a source of motivation. If a customer gets fair prices then it tends to make the customer loyal and emerge out to be a fruitful customer for the organization.

INDIVIDUALITY: It is related to the feeling in the customer that he tries to relate himself with a brand. It leads to high customer commitment and long term loyalty

3. Customer Feedback Program - Share with Us

Customers are the reason we are in business. So being able to listen to more customers more often and more easily is critical to our short and long-term success. A

Customer Feedback Program through which the customer can communicate with us is absolutely essential. If we do not satisfy and delight our customer- the competitor will. Therefore, the Share with Us (SWU) program

The purpose in measuring Customer Satisfaction is to see where a company stands in the eyes of its customers, thereby enabling service and product improvements which will lead to higher satisfaction levels. Feedback vehicles give customers the opportunity to provide comments. Evaluating each comment will be helpful in understanding the needs of individual customers

1 Objective

To provide the customers with a medium to express their feelings about the store/their experience at our store and to ensure that we revert to the customers who have taken the effort to share their concerns with us. Further we aim to use the customer feedback for understanding and catering to the needs of the customer.

Note: In no case should we approach customers and ask them to fill the feedback material. However, we should provide them with full support and information if they wish to share their Feedback.

2 Feedback Vehicles

We will provide 3 media through which the customer can get in touch With us Book (Refer to Annexure 1) Forms (Refer to Annexure 2) E-mail (Refer to Annexure 3)

3 Responsibilities

At the store it is the responsibility of the Store Manager to ensure that this SOP is adhered to diligently. He / She should also review the SWU material on a weekly basis. Every store to have a process owner for the ‘Share With Us’ module working in collaboration with the Zonal Process Owner at the Zonal Office.

The CSD In-charge to maintain soft copies for both ‘Share With Us - Feedback Forms’ and ‘Share With Us - Book’ in the format provided. The excel sheet where the data needs to be fed in to be taken from the Zonal Process Owner at the zone. Data entry from the books and forms should be entered into the report format on a daily basis. At the zone there would be a Process Owner for the SWU project. The Process Owner must ensure that the project is implemented as per the SOP guidelines at all the stores. There is a trained Process Owner at every store. Maintains and keeps Master Print / soft copy for books / forms and provides the same to the

stores as and when required.

4 Signages The customers need to be encouraged to share their concerns with us so that we can serve them better. For this, we need to inform customers about this exercise and make them aware about the 3 media available to them to communicate with us. Place the SWU Books and Forms at prominently visible locations in the store. Place the specified SWU Signages at the CSD and at prominent locations across the store, e.g. Entry, exit, staircase, lift, etc. The signage must be 2*2 feet.

Soft copy of the same will be provided to the Zonal process owner. The Store VM to ensure that the correct signage is placed in the store.

5 Lead Times

A lead-time of 24 hours is to be maintained to resolve any customer complaint/query. For exceptions of graver problems, 48 hours to be the maximum allowed time to respond to the customer.

6 Reports The data reports from SWU books / SWU for ms reach the Zonal ID from all the stores in the zone every week i.e. Monday evening.

No store should be sending data directly to HO unless specifically asked.

Zonal Representative consolidates the specified report format provided and sends to HO SWU team by every Wednesday evening.

Reports comparing stores and Zones to be generated at HO and shared with all the zones by every Friday. 7 Audits

The Share with Us Process and Reports have to be audited by the Business Manager from the zone. The Audit can be conducted with the help of the SWU books that have a provision for “Action Taken”. This would determine whether a customer complaint /query was resolved and in how much time. A copy of the Audited Checklist should be available at the store at all times.

Annexure 1

Format for Share with Us - Book Share with us book is a Standardized circular book of 200 pages And provision for 400 comments. One copy of share with us book to be available at each floor and one on the CSD. When a new store opens, this book will be sent from the Head Office Operations as a part of the New Store Opening kit. For all subsequent requirements, the CSD In-Charge at the store needs to get in touch with the Zonal Office. A ready -to-print soft copy has been provided to the respective zonal process owners at the zonal office. The CSD- In-charge needs to go through the book on a daily basis. All the queries need to be resolved by the CSD-In charge within 24 hours. In case of exceptions when the CSD In-Charge is not able to resolve the query; they should get in touch with the Customer Service Manager or Store Manager. Customers can present any feedback/complaints/queries by posting it in the SWU Book.

Content of SWU Book: Comment : _____________________ Date and Time: _____________________ Name : _____________________

Contact details: _____________________

Annexure 2

Format for Share with Us - Form ‘Share with us’ Feedback forms are standardized forms specific to every format. These forms need to be placed in the store on the stand up or wall-mounted cases. At least one set on each floor and one set on the CSD should be made available. The forms to be put up at a stand set up near the lifts/exits/cash counters or as suggested by the VM In- charge at the store. The Forms & the box would be sent initially from Head Office Operations as part of New Store Opening Kit. For all subsequent requirements, the CSD In-Charge at the store needs to get in touch with The Zonal Office.

Content of SWU Form: Ratings for Range & Variety of products Prices Service Experience Billing Experience Ambiance and Cleanliness Navigation Overall Experience

Probability of shopping with us again

Other Information

Feedback Gender Age Name Email ID Telephone No. Date

Annexure 3 Format for Share with Us - E-Mail

HO ID sharewithus@pantaloon.com Zonal ID sharewithusnorth@pantaloon.com sharewithussouth@pantaloon.com sharewithuseast@pantaloon.com sharewithuswest@pantaloon.com

The appropriate e-mail address (Zonal) will be communicated to our customers for feedback/suggestions/complaints/queries through Signages in the store and on our official website. The mails coming in from genuine customers to be addressed and resolved through the Zonal process owner and a report of the same should be maintained and forwarded to the HO Share with Us Team.

4. Uses OF Customer Information

Stores collect the details of the customer and make a database of that .Through this information stores maintains the history of past transaction of the customer and make locality cards accordingly. Store also makes telecalling to the customer at the time of promotion and other festive seasons. If any new arrivals comes to the store then it also inform to the customers at the time.

To build a good relationship with the customer the store send gifts and wish the customers on the occasion of birthday and other festivals.

To identity the valuable and loyal customer’s stores analyze the past transactions of customers through the customer profiling and indexing.

Nowadays future group has launched a life insurance policy program named Generali for that all retail formats of future group use the same customer detail for the expansion purpose with in the stores.

So the stores can use these details for the expansion and diversification purpose to the same customer who is already segmented by them. To maintain a strong, confidential and secure database, the stores send this data to the zonal head office.

5. The Software being used by the Pantaloon-

CUSTOMER LOYALTY PROGRAMME

Pantaloon Retail India Limited uses this Software in order to maintain their loyal

customer’s database. A Customer Service Executive opens this software by inserting his/her employee code no. and password who has only consolidation to open this software. With the help of this software the outlet could collect the information about how many new greencard holders have been involved with the company and how much shopping have been purchased by the loyal or greencard holders in total sale.

The executive uses this software to resolve the problem and reply the customers quarry regarding points and status so that they could avail the better offers & schemes.

At every morning a report being generated in CLP & this report sent to Zonal and Head Office so that the top level could manage the Customer retention Strategy & find out better strategies in order to attract potential customers.

ADVANTAGES OF CLP

The management approach that involves identifying, attracting, developing and maintaining successful customer relationships over time in order to increase retention of profitable customers.

All the tools, technologies and procedures to manage, improve or facilitate sales, support and related interactions with customers, prospects, and business partners throughout the enterprise

A comprehensive strategy and process of acquiring, retaining, and partnering with Selective customers to create superior value for the company and the customer. It involves the integration of marketing, sales, customer service, and the supply-chain functions of the organization to achieve greater efficiencies and effectiveness in delivering customer value.

In the same way, CLP has been used to describe the whole business strategy oriented to customer needs. The main areas covered are centered in service automation, collection and processing of personal data, and self-service. With this, it is possible to integrate and automate the different processes of the company related to customers.

In any area or industry, the effective application of a CLP system is mandatory for the corporative growth and the survival in the commercial environment. Academic research shows that the companies that can obtain loyal and satisfied customers achieve business improvements, lower their acquisition costs and obtain the acknowledgement of their products, resulting in a better financial performance.

Currently, such companies are centered in the implementation of CLP systems to retain and obtain customer in a global market represented for the competition.

Operational CLP is centered in supporting business processes which includes customer contact (sales, marketing and service). The resulting data is sent to the users since it is required to carry out the activities related to the commercial area. This allows the company to fulfill its processes of sales, marketing and customer service in an efficient and personal mode, creating a direct interaction with their Customers.

Analytical CLP is in charge of the analysis of the information previously collected by the CLP system or from other sources in order to establish customer segmentation and identify their potential to reinforce the relationships. From the data collected, marketing campaigns are created in order to attract more customers and retain those who are already in the company’s environment.

Collaborative CLP allows the interaction with customers by means of the communication items of the company (phone, fax, e-mail) and supports the coordination among the users in different areas. It puts together people, processes and data in order to let the company to provide a better service and retention of its customers.

6. LOYALTY PROGRAMMES OF THE PANTALOON

Welcome to Pantaloons Green Card Program.

Your Green Card is your passport to a whole new world of exclusive benefits and privileges.

Instant discounts* for every time you shop at Pantaloons.

Exclusive shopping days to get hold of latest merchandise. Regular updates on collections and promos via catalogues, sms and email. Special invites to the most happening events. Extended exchange periods and complimentary drops for alterations. Exclusive billing counters and much more.

*Categories valid for Green Card Discounts:

Apparel, perfumes & cosmetics, toys, Blue sky, aLL, Depot, Planet Sports & accessories. Valid on categories within Pantaloons only.

Also valid at standalone Blue sky and aLL stores.

Now you can upgrade to even higher privileges by becoming a 7 star member.

The new improved Green Card has a 7 star upgrade status, which will offer higher privileges to this exclusive group of members.

 

1 Star MembersGift Voucher worth Rs. 150 on enrolment

3 Star Members 5% discount on every purchase

5 Star Members An exclusive 7.5% discount on every purchase

7 Star Members A whopping 10% discount on every purchase

Please swipe your card at the time of purchase to avail these discounts.

Your most recent purchase helps you upgrade

Our upgrade is not dependent on the date of enrolment or calendar year. We now upgrade you on the basis of your purchases immediately preceding 12 months of current shopping date.

One card, any store

Just swipe your card at any of the billing counters to enjoy instant benefits. Our all new online system ensures that you derive all privileges at any Pantaloons store.

How The Green Card Works

Present your card for the swipe every time you make a purchase at Pantaloons.

Membership & 12 month Purchase-based Upgrading System

Three Star Card - Upgrade to a 3 star status by shopping for Rs. 8000/- immediately preceding 12 months of current shopping date.

Five Star card - Upgrade to a 5 star status by shopping for Rs. 20000/- immediately preceding 12 months of current shopping date.

Seven Star - Upgrade to a 7 star status by shopping for Rs. 40000/- immediately preceding 12 months of current shopping date.

12 month Purchase-based Upgrading System When you shop at Pantaloons and your total purchase (including that day) in the previous 12 months totals to the criteria value of the next tier, you upgrade to the next status.

Membership Validity

1 Star card is valid for a period of 2 years from the date of enrolment.

3, 5 and 7 star cards are valid for a period of one year from the date of upgrade.

Membership Renewal

← Purchase worth Rs. 8000 within 2 years of card issue date and retain a 1 star status

← Purchase worth Rs. 8000 within 1 year of card issue date and retain a 3 star status

← Purchase worth Rs. 20000 within 1 year of card issue date and retain a 5 star status

← Purchase worth Rs. 40000 within 1 year of card issue date and retain a 7 star status

Green Card Benefits

Green Add on Cards

Your Green Card benefits can now be shared with members of your family. Apply for an Add-on card today. Let your family also be entitled to direct discount and other privileges that we have to offer. A 1 and 3 star member is entitled to have 1 add-on card. However a 5 and 7 star member is entitled to have 2 add-on cards.

Green Days

Exclusive Green Card shopping day give you a preview of End Of Season Sale, so that you are first to get hold of the latest merchandise.

Green Channel

Our special billing counter is open to all Green Card members during End of Season sale. Now you can avoid the rush at the regular billing counter.

Green Offers & Promotions

These are exclusive shopping offers sent to you on a regular basis. Just flash your Green Card and claim the special offers and promotions. At times, offers open to all customers are further enhanced for our esteemed Green Card members.

Green Service Desk

For all your queries, information and services; contact the Green Service Desk at any Pantaloon Store.

Green Exchange

Relax! Now you can exchange your products within 60 days of purchase. (90 days for Seven Star members)

Green Drop

Your busy schedule may not permit you to collect your alterations or purchases. Just ask for the Green Drop Service and purchases will be home-delivered to you. This service is exclusively available to the 7 star members all round the year and also to the 5 star members except for end of season sale period.

Privileges At A Glance

Benefits 7 star 5 star 3 star 1 star

Discounts on all subsequent Purchases

10% 7.5% 5%Gift Voucher worth Rs. 150/- on new

enrolment

Upgrade Enrolment Upgrade Kit Upgrade Kit Upgrade Kit Welcome Kit

Add-on Card to Family Members

2 2 1 1

End of Season Sale Preview

Yes Yes Yes Yes

Green Channel Yes Yes Yes Yes

Green DropYes - around

the year

Yes - around the year except End of Season Sale

No No

Green Exchange 90 days 60 days 60 days 60 days

Green Service Desk Yes Yes Yes Yes

Green offers Promotions Yes Yes Yes Yes

7. CONTACT WITH CUSTOMER

HOW

Television Radio Websites Permission based email: It's the most personal and efficient way to have 2

way communications with your customers in between visits. Unlike traditional advertising, email campaigns allow you to track and verify everything. Not only will this information help you with your email campaigns but it will ensure that you are taking full advantage of your traditional advertising as well. With email there is no guessing how well a campaign may have been received. You will know who opened your email, what they liked about it, whether or not they printed out an incentive and even if they told a friend about you.

Newspapers Newsletters Hoardings Business Cards Magnets Stamps Brochures Envelopes Labels Flyers Postcards Calendars Invitations Forums Online chat

FREQUENCY

Like if your competitors are promoting themselves very frequently, it will be your need to communicate again & again.

For example: Pantaloon uses its mode of communication Newspaper, Online Chat, Websites, Hoardings and Radio very frequently in order to attract and increase awareness among its targeted customers.

They also use the permission based e-mail to their loyal customers so that they could inform them about new changes & offers of the outlet.

FOR WHAT PURPOSE

The purpose of the organization is very clear like Retail sector is booming very rapidly in India. It is still around 5-6% so far but as we talk about country like US and there is the retail sector around 80-85%.

From the above figure we getting that there is a big gap and India has a very good opportunity to go ahead. But because of increasing the Foreign Direct Investment in India the competition is also increasing like the world’s Giant organization-Walmart is also coming with Bharti and it is a big threat for Pantaloon Retail India Private limited.

That’s why it is necessary to communicate and increase top of the mind awareness among the customer in order to maintain existence into the market place & retain the exist customers in spite of acquiring new one

8. MEASURING CUSTOMER SATISFACTION

Listening to customers must become everyone’s business. With most competitors moving

ever faster, the race will go to those who listen and respond more intently”.

Customer Satisfaction= [customer experience-customer expectation]

Customer satisfaction: Customer means that the customer's needs are met, products and

services are satisfactory and customer experience is positive.

Kotler defines customer satisfaction as follows- "satisfaction is a persons feeling of

pleasure or disappointment resulting from comparing a product is perceived performance

(or outcome) in relation to his or her expectations." It portrayed the idea of measuring

how satisfied customers are with the organization's efforts in a market place.

Customer satisfaction measures on the following variables in pantaloon:

1) Product

2) Service

3) Relationship

4) Price

5) Convenience

6) Brand image

7) Brand association

8) Total customer experience

The above explain different views related with two ambiguous terms. Now the paradox

raised the following questions.

1) Does satisfied means loyalty of customers?

2) Does satisfied leads to loyalty?

The answer to the first questions is no. As due to highly competitive market scenario,

competitive pricing mechanism and incentives brand building programme makes the

customer vulnerable over there lifetime.

The answer to the second questions is often no as because there are several factors other

than satisfaction like occasion of use, peer pressure etc influenced the process. Hence, the

argument still exists.

In the world of mass customization, the work of the marketing department is not only

restricted to developing more customer but also to find out a way to strike a balance

between customer loyalty and customer satisfaction. However, the idea is easy to say but

difficult to implement. But taking the advantage of competitive environment it is

necessary to effectively design and supply new product offering so that it indirectly

enhance the long run economic life time value (LMV).

Measuring Customer Loyalty and Customer Satisfaction

Most businesses are faced with a fairly straightforward question today - How do I

measure success? Obviously looking at the balance sheet every month can give you some

insights into how you are doing. However most of us know that this is too late in the

game to be pro-active in terms of how you react to your customers needs.

LMV: Every customer is an assets and has a economic life time market value (LMV).a customer life time value can be determined by using the following formulae-

LMV= [average customer transaction amount*number of transactions he or she will conduct with the organization over time]It is combination of high value spending efforts and resources to acquire, upgrade and retain that customers. It is the high loyalty that will entails marketer to enjoy a long term relationship.

Customer Loyalty:

Marketers and customer relationship based on the fact that delivering customer satisfaction to ensure customer loyalty. A problem is often raised that proportion of customer will still defect to competitors even if they are satisfied with the brand. Hence, customer satisfaction does not ensure customer loyalty. A customer loyalty is based on two important principal

1) Loyalty may not buy through discounts or cheap bribes. It is the demonstrating competitive pricing can have a crucial role on winning and retaining customers.2) Customers are not homogenous in character. Customer loyalty is purely a behavioral phenomenon. Lock in Loyalty "locked in” with the existing marketer or no switcher category Incentives Loyalty. Customer loyal based on the incentives/schemes provided to them (e.g. pantaloons green card, Airtel life time offer)

Application of Six Sigma in Pantaloon for measuring customer satisfaction

Finding the Gaps: Servqual Revisited

One of the frameworks used to evaluate the gaps between the delivered and expected

quality of service. Following is a brief of various sources of gaps: -

Gap 1: Customers' expectations versus management perceptions as a result of the lack

of a marketing research orientation, inadequate upward communication and too many

layers of management.

Gap 2: Management perceptions versus service specifications; as a result of

inadequate commitment to service quality, a perception of infeasibility, inadequate task

standardization and an absence of goal setting.

Gap 3: Service specifications versus service delivery as a result of role ambiguity and

conflict. Poor employee-job fit and poor technology-job fit, inappropriate supervisory

control systems, lack of perceived control and lack of teamwork.

Gap 4: Service delivery versus external communication as a result of inadequate

horizontal communications and propensity to over-promise.

Gap 5: The discrepancy between customer expectations and their perceptions of the

service delivered as a result of the influences exerted from the customer side and the

shortfalls (gaps) on the part of the service provider. Customer expectations are influenced

by the extent of personal needs, word of mouth recommendation and past service

experiences.

Gap 6: The discrepancy between customer expectations and employees’ perceptions;

as a result of the differences in the understanding of customer expectations by front-line

service providers.

Gap 7: The discrepancy between perceptions and management perceptions as a result

of the differences in the understanding of customer expectations between managers and

service providers

What is difficult regarding quality in services?

It is objective, meaningful and relevant data collection (especially of key performance

indicators), as we will shortly see that if the collection is also done corresponding to the

gaps, it is worth while the efforts for six sigma and have significant and relevant impact

on quality improvements.

Some Fact

• A Totally Satisfied Customer contributes 2.6 times as much revenue to a company as a

Somewhat Satisfied Customer.

• A Totally Satisfied Customer contributes 17 times as much revenue as a Somewhat

Dissatisfied Customer.

• A Totally Dissatisfied customer decreases revenue at a rate equal to 1.8 times what a

Totally Satisfied Customer contributes to a business.

• By reducing customer defection (by as little as 5%) will result in increase in profits by

25% to 85% depending from industry to industry

9. CUSTOMER EXPERIENCE MANAGEMENT

Customer feedback is kick starting of Customer experience Management programmes.

CSM is helpful for improving product design and service quality. Feedback is the petrol

driving ‘sense and respond’ for organizations. But what is feedback, how do you get hold

of it and, how do you refine it into an asset?

What is Customer feedback?

Feedback is information about experiences –the ‘voice of the customer’. It’s a step on the

path to customer collaboration, for its strength lies in listening. It takes many forms -

from unsolicited complaints to word of mouth monitoring. It can be positive or negative

or neutral. It enters organizations in numerous ways, even when people try to block or

eradicate it - which many do!!

It combines well with market research, but isn’t done anonymously and doesn’t need the

strictures of representative sampling to be of use; unless it’s for staff incentives at a

customer level, it supports personalized service and builds advocacy.

Operational Managers need feedback methods that guide strategies and day to day

decisions, rather than threaten them with a beating.

Staffs need feedback to do the best they can in their day to day job. Some feedback

owners pompously say that feedback should be divulged on a need-to-know basis. But if

people are not delivering or supporting the customer experience, what are they doing?

Front line service causes less customer frustration than back office support, but it’s the

former who pays the cost incurred by the latter that carry on in their misguided ways.

Costs and benefits

Feedback needs refining to release its potential; otherwise it seeps into organizations

diverting resources, incurring unnecessary contact costs and annoying ignored customers.

Ideally, it should be a planned and organized quality control system for customer

experience. Feedback is a customer service, a key resource for a change programme, a

vital ingredient in process improvements. If feedback is used effectively, resource can be

allocated more efficiently, customer brain power can be used for Innovation and ‘bonded’

customers increased.

Planning

Feedback needs a co-coordinated system; a plan for what, how and why. Decide what

information is important based on strategic market research; brand values, value drivers,

hygiene factors, service levels, satisfaction, advocacy. A feedback plan is your constant

CVP audit. Some of the factors to be assessed will be rational and some emotional.

Choose the method for the use. As companies wake up to the value of feedback, methods

are moving from being:-

FEEDBACK TECHNIQUES

Some techniques employed in Pantaloon for knowing experience. Traditional methods

1. Operational methods

2. Performance related methods

3. Stakeholder methods

4. Stakeholders

1. Traditional

Complaints - or ‘reactive event feedback’! Complaints happen, but clever customer

Management pros nurture them, code root causes into performance indicators and track

them. They also realize regular complainants may be influencers and form them into a

collaborative panel.

Customer satisfaction - strategic satisfaction studies get used as feedback, whilst

Feedback gets used as strategic satisfaction. Both are needed. The first should look at

satisfaction, loyalty and key relationship drivers, on a periodic basis and set assessment

criteria; feedback then does the regular assessment.

2. Operational

Experience management - or proactive event feedback. Gathered near an event e.g. a

purchase, a call out service. Used by sales and service more than marketing. Collected via

any channel: web, telephone, sms, and application forms.

Customer care calls - If you don’t capture calls, call the customer as a service, ask for

feedback and improve advocacy. Use after purchase, before renewal dates Tell them

about the offer which is going on in forth coming days.

.

Observations of customer behaviors – May be what they expected with store, is not

provided to him. No staff can find out by him for the help or past performance is bad for

him. So he is looking irate and moving indecisively.

3. Performance Related

Mystery shopping/calling – Instead of listening directly to customers, researcher trial the

service and report against preset scenarios. Often used for benchmarking service across

branches or channels for incentive schemes and quality control.

4. Stakeholders

Employee feedback – This can range from useless staff satisfaction surveys, to staff road

shows, brainwave schemes and intranet forums. An important part of regular operations

and change management.

Supplier feedback - Whilst many think it’s the suppliers job to create a relationship, the

enlightened know that this is a two way process. There are those who have systems for

suppliers to complain about company systems. Others use supplier experience

management and workrooms.

Investor feedback – Companies need loyal investors. AGM’s are not particularly

effective at getting general investor feedback so new event methods are being used;

especially for institutional investors.

Community feedback – Used a lot by credit card companies and contact centers who

need to recruit in local areas.

10. Complaint handling by Customer Service Desk

It’s a place where customers can get the knowledge of the store and also make their complaints.

To be competitive stores have to provide such services to their customers and especially in

speciality store where customers quality conscious. Pantaloon is providing good facilities to

their customers through the customer service desk. The staff at customer service desk is very patient

and good in customer handling. Sometimes dissatisfied customers get very aggressive and ask for

cash refund and handling such kind of customers is very challenging job which performed at

customer service desk.

The major complaints customer makes are:

– Billing Problem

Some times customers find the billing process quite lengthy and don’t want to wait for to long.

– Discount Problems

– Sometimes customer don’t get the current offers for which they are entitled because lack

of awareness about the offers. So in such kind of situations customer can get credit note

from customer service desk.

Functioning of customer service desk:

Making Credit Note: Credit note is made when customer miss any discount or offer for which he/she

is entitled and get the credit note of same amount which ensures that particular customer will

get discount on next purchase. Credit note is a note which ensures the customer that they will get

this much discount on next purchase.

Cash Refund: It happens in very rare cases in which customer is not ready to listen anything and

just want the money back. Store management makes every possible effort to convince the and still

if customer is not ready to listen they simply refund the cash.

Case Study on billing problem pantaloon

Most of the time customers leave their merchandise at billing counter and walks away.

The reason behind this is long queues at billing counters or sometimes system stops working and

cashier request to the customer to join another billing counter which is already having long queue.

So sometimes customer gets frustrated and walks away while leaving the merchandise somewhere

near billing counter. Such kind of happenings sometimes makes the customers dissatisfied..

But sometimes on working days store get crowded and then customers find the billing process is

very lengthy. Because of such kind of uncertain things store is loosing the customer loyalty and

also losing their potential sale. The merchandise customers leaves at billing counter and walks

away was potential sale which converted in to loss.

11. E CRM

Customer Care HelplineAs we expand into multiple stores, reaching and being accessible to our Customers will become the biggest challenge. To overcome the same, we have to maintain a standard of service, which is universal across chains. Customer Help Line will prove to be this medium between customers and stores.

1 Objective To ensure customer delight by setting up a Helpline Center and Being a one-point contact for customer feedback/grievance/complaint/query/ suggestion.

Bridging the Communication Gap between the customers and stores. Establishing standards for telephone service that include promptness, courtesy,

and accuracy.

2 Requisites Store Telephone numbers to be functional, as these will be given out to customers on request. A Help line email id to be created.

Zonal/National- E.g. Cityhelpline@pantaloon.com. At Store E.g. helplinebbsat@pantaloon.com for Satellite Big Bazaar at

Ahmedabad Gujarat. Nominated Customer Service executive at the store to be chosen by

Customer Service Manager. This email ID to be made accessible to theCSE.

The VM department co-ordinate with Helpline to confirm numbers andTimings and print and display the signage for the same.

3 Responsibilities A Central / Zonal Helpline set up will be responsible to receive and forward the customer feedback/grievance/complaint/query/ suggestion to the concerned store. The Nominated Customer Service executive at the store (CSE) to be responsible for all details forwarded from the National / Zonal Helpline. Customer Service Manager for the store to supervise the entire activity and keep a check on daily complaints to ensure they are resolved within 24 hours.

4 Help line Communication

The Helpline number to be displayed at all stores through signages.

IT Department to facilitate display of Helpline number on each cash memo generated at the store. Once the Help Line is launched nationally number/s would be displayed on the website. Number could also be displayed in relevant print advertisement with city wise offers.

5 Help line Process Flow

The help line facility to be operational for customers from 10 a.m. to 10 p.m. It will be a local call for customers from every city but the numbers will land at the National / Zonal Help Line Centre. On receiving a complaint/feedback/enquiry about a particular store, the National / Zonal Helpline executives will forward the same to the concerned store through e-mail (City Helpline@pantaloon.com toHelplinebbsat@pantaloon.com). The Nominated Customer Service coordinator to receive the details, forward the same to the concerned department in the store and ensure are solution is arrived at within 24 hour.

In the meantime, the customer to be contacted and the resolution process and timeline to be communicated. Information of the resolution is to be communicated to the National /Zonal Helpline, in the specified format through email, after which the case will be considered, closed.

6 Help line Feedback Analysis

Customer Service Manager for the store to supervise the entire activity. Daily complaints to be studied. Recurring complaints to be investigated further and action to be taken to eliminate the root cause of the same. Complaints taking more than 24 hours to resolve should be marked as exceptions. In the weekly meetings, CSD in-charge to inform DMs about the common problems faced by the customers regarding products from their department. Recurring problems to be communicated to concerned authorities at HO/ZO.

Flow of Information -Customer→ Helplne→ Store

They will then report the result/status to the helpline to upgrade their records

The report will be sent to the project owner at the H.O. On the daily basis.

The project owner will then follow up with the store managers of the defaulting stores in terms of unresolved queries.

The helpline would also provide a cumulative weekly report, which would provide a snap shot of the week. This report would be shared with the zonal heads.

Customer calls the help line to post query/ Complaint

The help line agent receives the call

Assesses the nature of the query

Generic queries on stores information, CSD policy would be handled at the Helpline itself. Customer would be suggested to visit the store promotion and for stock

details, call can be forwarded to the concern store. Specific such as store specific complains and suggestion would be passed on to the store

The agent in all cases will take down the details of the query /complaint in the system and provide reference number to the cause and the query /complaint would

be passed on the concerned store along with the reference number.

The nominated customer service executives (CSE) at the store will respond to the queries, by contacting the customer and resolving the query/ complaint in 24 hours.

Help line Process

Customer

Culture in Pantaloons-

Passion for Retail is why we are here.

At Pantaloons Retail, Empowerment is what you acquire and Freedom at Work is what you get. We believe our most valuable assets are our People. Young in spirit, adventurous in action, with an average age of 27 years, our skilled & qualified professionals work in an environment where change is the only constant.

Powered by the desire to create path-breaking practices and held together by values, work in this people intensive industry is driven by softer issues. In our world, making a difference to Customers’ lives is a Passion and performance is the key that makes it possible. Out of the Box thinking has become a way of life at Pantaloons Retail and living with the change, a habit.

Leadership is a value that is followed by one and all at Pantaloons Retail. Leadership is the quality that motivates us to never stop learning, stretching to reach the next challenge, knowing that we will be rewarded along the way. In the quest of creating an Indian model of retailing, Pantaloons Retail has taken initiatives to launch many retail formats that have come to serve as a benchmark in the industry. Believing in leadership has given us the optimism to change and be successful at it. We do not predict the future, but create it.

At Pantaloons Retail you will get an opportunity to handle multiple responsibilities, and therein, the grooming to play a larger role in the future. Work is a unique mix of preserving our core Indian values and yet providing customers with a service, on par with international standards.

At Pantaloons you will work with some of the brightest people from different spheres of industry. We believe it’s a place where you can live your dreams and pursue a career that reflects your skills and passions.

Privacy in Pantaloons-

Privacy Policy

Pantaloons Retail (India) Limited (“Pantaloons”) respects your privacy. Consistent with our commitment to providing you satisfying and helpful information about us, we have found that collecting Personal Information (defined below) through www.pantaloonretail.in (the "Site") and our stores, including but not limited to Pantaloons stores, Big Bazaar Stores, Food Bazaar stores, all stores, Fashion Station Stores and Pantaloon Factory Outlets (referred to in this Privacy Policy as the "Stores"), helps us better understand the products and services most helpful to you. Our Privacy Policy describes the types of information we gather online and in our Stores and how we use this information. Please read this information carefully. By accessing the Site and shopping in our Stores, you agree to be bound by the Privacy Policy. This Privacy Policy may be updated from time to time. Accordingly, you should check the date of this Policy (which appears at the top of this page) and review any changes since the last version. If at any time you do not agree to the terms of this Privacy Policy, please do not use this Site and refrain from purchasing from us.

Use of Information Collected by Us

Pantaloons may collect two types of information about users: "Personal Information" (such as name, email address, mailing address, phone number, credit card number and the items you purchase) and "Aggregate Information" (such as information about how many users log on to our Site on a daily basis or frequency of customer visits to Pantaloon Stores). We use customer information in an effort to improve your shopping experience and to communicate with you about our products, services, promotions and contests. We may also use this information to make offers to you, to help us target specific products and services to you, and to help us develop and improve our Site and Stores and tailor our Site and Stores to your interests.

Personal Information Collected online by www.pantaloonretail.in and at Our Stores

Personal Information is collected online by us or our service providers (e.g., such as MindViz Tracker) on our behalf when users voluntarily register with www.pantaloonretail.in. We may receive personal usage and demographic information from our Stores and from third parties we work with including, for example, www.futurebazaar.com. In our Stores, Personal Information is collected from you in a number of ways, including the following:

• When you purchase products from our Stores, we may collect your name, address, email address, telephone number(s) and credit card information (with the expiration date). In addition, we collect transaction information related to your purchase (such as

what you bought, the price you paid, the payment method you used and if the product was on sale).

• When you apply for a credit card account through our Stores, we may also collect income, employment information and credit information, such as credit cards owned by you, in addition to identifying information, such as your name, address, telephone number(s), email address (es), income and employment status.

• When you fill out a tailoring order or instruct us to mail product to another location, we may collect your name, address, email address, telephone number and credit card information.

• When you fill out any in-store promotional surveys, we may gather certain Personal Information, such as your opinions on specific products and/or services, in addition to identifying information, such as your name, address, telephone number(s), email address (es), income and employment status.

Aggregate Information Collected Online by www.pantaloonretail.in and at Our Stores

Aggregate Information is non-personally identifiable/anonymous information about you, such as age, gender, types of products purchased, frequency of Store visits, Site pages you access most frequently or search terms you enter. Aggregate Information is used in a collective manner, and no single person can be identified by that compiled information. For example, the number of people who shopped at www.pantaloonretail.in during a specific time period or the number of people who shopped at our Stores who are 25 years of age is Aggregate Information that does not personally identify a specific user. Both www. pantaloon.com and our Stores collect Aggregate Information.

Sharing Information with Third Parties

www.pantaloonretail.in does not share, sell or trade with third parties your Personal Information gathered online, such as email addresses, Personal Information collected as part of an online survey or other specific details about you, except with your consent or as described in this Privacy Policy. www.pantaloonretail.in does not contribute to or participate in cooperative databases, which give other companies access to such Personal Information. The Personal Information and Aggregate Information collected at our Stores may be shared with www.pantaloonretail.in as well as reputable third-party organizations to contact consumers for marketing and promotional purposes. Third party contacts to our customers may be initiated only by postal mail. Except as described in this Privacy Policy, our Stores will not share your telephone number or e-mail address. In addition, in the event that you apply for a credit card account, our Stores may share the Personal Information we have collected with credit card companies and credit agencies. www.pantaloonretail.in and our Stores may divulge Personal Information if such action is

required for Pantaloon or any of our service providers or consultants to comply with any valid legal process, such as a subpoena, search warrant, statute or court order, or any valid administrative request from a law enforcement agency. In addition, we may divulge Personal Information if we or any of our service providers or consultants believes that such disclosure is necessary to address any unlawful acts or acts that may endanger the health or safety of another customer or of the general public.

Service Providers

We may share Personal Information and Aggregate Information with our service providers, consultants and affiliates for our internal business purposes. For example, we use the services of MindViz Tracker to help us measure the effectiveness of our advertising and how visitors use our Site. MindViz Tracker privacy policy is located at http://www.mvtracker.com. To utilize MindViz Tracker services, www.pantaloonretail.in uses web beacons (also called pixel tags or clear GIFs) and cookies, which are defined below and provided by MindViz Tracker on our Site. The type of information we collect includes products viewed and/or purchased, your location (state/zip code if you placed an order) and the Internet Protocol (IP) address of your computer. An IP address is a number that is automatically assigned to your computer whenever you surf the Web. The computers, which deliver the Web pages to you, automatically identify your computer by its IP address. When you request a page from our Site, our servers log your IP address. By supplementing our records, this information helps us learn things like what pages are most attractive to our visitors, which of our products most interest our customers, and what kinds of offers our customers like to see. Although MindViz Tracker logs the information coming from the Site on our behalf, www.pantaloonretail.in controls how that data may and may not be used.

Links to Other Sites

www.pantaloonretail.in may contain links to sites other than our own. Those sites may have their own privacy policy, or no privacy policy at all. Neither we nor any of our service providers have any responsibility for those sites, and we provide these links solely for the convenience of our visitors. Such links may be to advertisers, content providers or other companies who may use our logo and/or style as a result of a co-branding agreement. These sites may send their own cookies to you and may collect information and use it in a way inconsistent with this Privacy Policy. We encourage you to review the privacy policies and terms of use of any third-party sites or services before providing any of them with any of your Personal Information. Neither Pantaloons nor any of our service providers control the content that appears on these sites or take any responsibility for their content, nor should it be implied that www.pantaloonretail.in endorses or otherwise recommends such sites or their products or services offered.

Personal Information Collected By Pantaloons and Correction Requests

You can ask us by mail for a summary of any Personal Information that www.pantaloonretail.in or the Pantaloons Stores have retained about you. Please address

your request to (MENTION DESIGNATION OF THE CONCERNED PERSON AND OFFICE ADDRESS). We will send such information for review only to the email address or mail address that we have on file for the visitor name that is associated in our database for such information. If at any time you wish to change, correct or update your Personal Information, please send your request to (MENTION DESIGNATION OF THE CONCERNED PERSON AND OFFICE ADDRESS). Please be sure to include your email address, full name and postal address.

Additional Information

No transmission of data over the internet is guaranteed to be completely secure. It may be possible for third parties not under the control of www.pantaloonretail.in to intercept or access transmissions or private communications unlawfully. While we strive to protect your Personal Information, neither www.pantaloonretail.in nor any of our service providers can ensure or warrant the security of any information you transmit to us over the internet. Any such transmission is done at your own risk.

Limitation on Liability

Limitation on Liability IN NO EVENT SHALL WWW.PANTALOON.COM, THE PANTALOON STORES OR ANY OF THEIR AFFILIATED ENTITIES OR SUPPLIERS BE LIABLE FOR ANY INDIRECT, SPECIAL, PUNITIVE, INCIDENTAL, EXEMPLARY OR CONSEQUENTIAL DAMAGES, EVEN IF THESE ENTITIES HAVE BEEN PREVIOUSLY ADVISED OF THE POSSIBILITY OF SUCH DAMAGES, WHETHER IN AN ACTION, UNDER CONTRACT, NEGLIGENCE OR ANY OTHER THEORY, ARISING OUT OF OR IN CONNECTION WITH THE USE, INABILITY TO USE OR PERFORMANCE OF THE INFORMATION, SERVICES, PRODUCTS AND MATERIALS AVAILABLE FROM THE SITE. These limitations shall apply notwithstanding any failure of essential purpose or the existence of any limited remedy. Because some jurisdictions do not allow limitations on how long an implied warranty lasts, or the exclusion or limitation of liability for consequential or incidental damages, the above limitations may not apply to you.

Applicable Law

The laws of India will govern these disclaimers, terms and conditions without giving effect to any principles of conflict of law.

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Please carefully read the following Terms of Use before using the www.pantaloonretail.in Web site (the "Site"). By accessing this Site, you agree to be bound by these Terms of Use. These Terms of Use may be updated from time to time. Accordingly, you should check the date of the Terms of Use (which appear at the end of

this document) and review any changes since the last version. If at any time you do not agree to these Terms of Use, please do not use this Site.

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Note-

TO THE MAXIMUM EXTENT PERMITTED BY LAW, PANTALOON AND ITS SUPPLIERS DISCLAIM ALL REPRESENTATIONS AND WARRANTIES, EXPRESS OR IMPLIED, WITH RESPECT TO SUCH INFORMATION, SERVICES, PRODUCTS AND

MATERIALS, INCLUDING, BUT NOT LIMITED TO, WARRANTIES OF MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSE, TITLE, NON-INFRINGEMENT, FREEDOM FROM COMPUTER VIRUS AND IMPLIED WARRANTIES ARISING FROM COURSE OF DEALING OR COURSE OF PERFORMANCE.

In addition, www.pantaloonretail.in and its suppliers do not represent or warrant that the information accessible via the Site is accurate, complete or current. We are not responsible for typographical errors. Price and availability information is subject to change without notice.

Links to Other Web sites and Services

This Site may contain links to Web sites other than our own. www.pantaloonretail.in does not assume any responsibility for those sites and provides those links solely for the convenience of our visitors. www.pantaloonretail.in does not control the content of these sites and takes no responsibility for their content, nor should it be implied that www.pantaloonretail.in endorses or otherwise recommends such sites or the products or services offered.