customer relationship management practices by mc donalds- a case study

“One world, One Burger”- McDonald’s

WELCOME TO THE WORLD OF McDonald’s

Group Members:Number 5RAVI SHARMA (24)TATHAGAT MAHAJAN (30)RAKSHIT PATEL (23)KOYEL (12)

"McDonald's vision is to be the world's best quick service restaurant experience. Being the best means providing outstanding quality, service, cleanliness, and value, so that we make every customer in every restaurant smile."

McDonald's Mission Statement

Chak De

INDIA

McDonald’s in India

CRM Initiative for Indians• Localisation:

DON’T OFFER ANY BEEF OR PORK ITEM IN INDIA

IN PRODUCT LIKE MCVEGGIE, PIZZA MCPUFF ETC.THEY USE SPICES FAVOURED BY INDIANS

SOFT SERVES AND MCSHAKES ARE EGGLESS

• Actively Involver in many social activities likegi CHILD EDUCATION, PULSE POLIOiesetc.

McDonald’s History INDIA

I Love Children

I Have Gifts For them,

They Can play Games also

I Love Children- Happy Meal

• The ambience and the environment is same at

all the outlets of McDonald's.

McDonald’s Outlets

PeopleCRM for Internal Customres

• Each outlet is headed by a Restaurant Manager . He is responsible for the daily operation and customer interaction.

• Delivery Crew Member carries basic operation of a restaurant. Ensures customer satisfaction at the restaurants.

• In order to motivate there employees they give them stars as per their performance.

Physical Evidence

Cleanness, speed, Quality and transparency of process is biggest evidence

• They have a feedback And suggestion form available at each outlet.

• For the techno savy Customers they have a online Feed back form.

• All the upcoming product and related info are posted on there website-

www.McDonald's.com• Complimentary Drinks with every late order

delivery after 1 minute.

Extended CRM Initiatives

• At McDonald’s, the customer always comes first. McDonald’s India provides fast friendly service- the hallmark of McDonald’s that sets its restaurants apart from others.

• McDonald’s restaurants provide a clean, comfortable environment especially suited for families.

• McDonald’s menu is priced at a value that the largest segment of the Indian consumers can afford.

• McDonald’s does not sacrifice quality for value – rather McDonald’s leverages economies to minimize costs while maximizing value to customers.

• The main effort of McDonalds’s service is to make customer the whole sole beneficiary through its stringent standards maintained all over the world.