WEL COME TO OUR

PRESENTATION

ASSESSING THE CUSTOMER

MINDEDNESS
OF
RAHIMAFROOZ SUPERSTORES LTD.

INTRODUCTION

Large numbers of firms

these days have
already discovered the
need to create a loyal
customer base and
acknowledge that
maintaining
existing customers
and extending
business with them
is less expensive
than obtaining new
customers.

Continued..
To present the aspects of this customer mindedness we have
analyzed some of Agora's current initiatives that show their
level of customer mindedness.
product image
The starting point of customer
mindedness is to know the
influence of factors

customer relationship
trustworthiness

customer satisfaction
In emerging markets like Bangladesh it is more important
to determine factors affecting the firms customer
mindedness due to the continuous influx of new players.

COMPANY PROFILE

Before our analysis on whats actually customer

mindedness (CM) lets have a look

Brief Company info >>

Rahimafrooz Superstores Ltd. (RSL) launched

Agora the first ever retail chain in Bangladesh in
2001. It aims to consistently provide a remarkably
satisfying and valuable shopping experience
through a business that improves the quality of life
for customers and team members.

WHATS
CUSTOMER MINDEDNESS ?

Customer mindedness (CM) is a core value, a mindset that

enables the implementation of a customer strategy. It is the
process of implementing:
competitive customer strategy
design to attract
keep and grow more customers
more profitability

A customer strategy sets out to create unique value,

using customer intelligence to tailor memorable
brand experiences for specific groups of customers.

Continued..
CM can influence the company and its
performance with many impacts.
On an individual level, the CM teaches us to:
learn how to gain deep customer insight and implement resulting

ideas successfully
demonstrate marketing returns beyond the customer
benefit from the latest thinking on strategic marketing concepts

create and assess effective marketing strategies

manage customers for long-term profitability
contributes more effectively to market success and business
planning.

Continued..
How will this program benefit the organization?

Product Development - A customer-centric focus helps

throughout the marketing process, which includes product
research and development as well as promotional
communication.
Promotions - Strong familiarity with the needs and desires of
our customers helps us better promote our brand's value
proposition.
It enhances:
>>> understanding of what product features and benefits are
most valued
>>> messaging strategies

Continued..
What are the necessary steps needed to obtain CM in a firm?
It requires a multi-dimensional approach, including:
Values-based leadership*

Brand-aligned service standards*

Employee engagement
Customer communication

Complaint management and recovery

*Values-based leadership (VBL) is the exercise of influence in relationships, teams, organizations and
communities through choices and decisions guided by explicit and consistently practiced values
that balance healthy self-interest and the common good.
*Bring your brand values to life in all customer experiences

CUSTOMER
AGORA

MINDEDNESS

OF

The crucial thing of our study interviewing Agora with our questionnaire, got us
the information on how they practicing and show their work concerns regarding
their targeted customers from each departments of the company.

Continued..

Continued..

Continued..

Most responses here shows positivity and it also shows their few lacking
that they have and needs to overcome.
NOW LETS SEE AGORAS own practice
of CM as the part of their organizational
structure and policies in order to be a
customer minded company.

The figure shows how

Agora wants to
develop and pursue
their customer centric
operation.

Continued..
To achieve that, some of the recent customer focused
steps and policies that have been taken by them are:

Continued..
Understanding the customer
Engaging the Community
Motivating Employee Base
Moreover, Agora as an organization to be structurally
customer minded follows these three important factors.

OUR FINAL THOUGHTS

We think that customers dont view the retail world through
the same lens as firms.
A customer minded perspective is required for retailers to
better deliver on the experiences desired by their customers.
And as a pioneer of the industry, Agora meeting up with
almost appropriate mix of customer mindedness.
However, from our research we can suggest Agora to introduce
the use of technology to give their customers proper shopping
experience.

Which we believe can boost the customer mindedness more and

take it to a next level.

..Thanks a LOT
for BEING with
US