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A REPORT ON
Understanding Consumer Buying Behaviour for Outlook magazine and improving the Customer Relationship with evaluating Marketing Strategies .
BY MANISH YADAV 13BSP0392 AT OUTLOOK PUBLISHING INDIA PVT. LTD. A report submitted in partial fulfilment of the requirements of PGPM Program of IBS GURGAON Distribution List: i) IBS GURGAON ii) OUTLOOK GROUP Date of Submission: April 14th , 2014
Outlook magazine and improving the Customer Relationship with evaluating Marketing Strategies
By Manish Yadav 13BSP0392 At
A report submitted in partial fulfillment of The requirements of PGPM Program of IBS GURGAON Under The Guidance Of Mr Sandeep Kumar Sona College Mentor Prof. Ravi Kumar
LETTER OF AUTHORIZATION
This is to certify that Mr. Manish Yadav, Enrolment number 13BSP0392 student of IBS GURGAON will be doing his Summer Internship Program Project with OUTLOOK PUBLISHING (India) PVT. LTD. from 25th February, 2014 to 31st May ,2014.
The project work entitled embodies the original work done by Manish Yadav during the above full training period.
ACKNOWLEDGEMENT
I would like to express my gratitude and indebtedness to the management and staffs of IBS GURGAON for providing me this wonderful opportunity to gain practical industrial exposure by including this summer internship as part of my curriculum of the two year PGPM program.
I would also like to thank Prof. Ravi Kumar (Faculty Guide) of IBS GURGAON for his valuable suggestion in making the project report and for his continuous support and unconditional help, which guided me through this report.
Nevertheless, I would also like to express my sincere gratitude to Mr. Sandeep Kumar Sona (Deputy Manager, OUTLOOK PUBLISHING INDIA Private Limited) for allowing me to complete my summer internship in the company. It was his guidance and support that made this project possible.
TABLE OF CONTENTS:
Topics Cover Page. Title Page. Authorization. Acknowledgments. Table of Contents. Synopsis/ Abstract/ Summary. Introduction. Main text. References.
Page Number 1 2
This project will deal with the parameters and factors that contribute to the customer satisfaction. Satisfaction is consumers fulfillment response. It is a judgment that a product or a service feature or the product or service itself provides pleasurable level of consumption related fulfillment. Customer satisfaction is the act of just doing enough to be acceptable to a customer. The company must operate on the philosophy that it is trying to deliver a high level of satisfaction to the other stake-holder within the constraints of its resources. The present report is prepared for the partial fulfillment of PGPM Program (IBS Gurgaon) and as a part of curriculum. The survey is an attempt to determine the perception of the customers of Outlook group towards the magazine. To pursue research, the respondents are chosen randomly from the customers database of the Outlook group and the questionnaire is filled by telephonic as well as face to face interaction. The Project is an attempt to find out the factors and causes which affect the degree of satisfaction among the customers of Outlook Magazines. In this tough time of competition magazines industry is going a long way in developing, formulating and implementing promotional strategies to cope up with this tough competition. Though there are many aspects which can be improvised in the services of Outlook magazine. Strategies are formulated not only keep up with cut throat competition but also to meet the highly volatile consumer preferences. Marketing is very necessary for every organization. It helps organizations in determining what product and services may interest customers and also strategies for use in product development, sales and promotions.
Finally some suggestions with respect to the survey for the future improvement are given to improve the survey because their competitors have also taken up the surveys.
Objectives of study:
To find out consumers perception towards Outlook Publishing company. To find out the parameters affecting customer satisfaction.
To recognize the expectations and experiences that customers have with the products of a publishing house. To find out the factors on the basis of which a customer purchases a product
Mr. Rajan Raheja is the Owner of THE OUTLOOK GROUP. The OUTLOOK Group is one of the biggest magazine publishing groups in India. It is a well-known brand and appreciated all over the world. IT was established in October 1995.Its branches are established in New Delhi, Kolkata, Bangalore, GURGAON, Chennai and Hyderabad. The head office of the outlook group is situated in New Delhi. In 1995, Mr. Vinod Mehta was the editor-in chief when the first issue of the magazine was published. In October 1995, group company Hathaway Investments private Limited entered the print media. Outlook a weekly News magazine galvanized a sluggish market reeling under the impact of satellite TV. Outlook quickly placed itself as a need for readers who value it in depth. Today Outlook is the preferred magazine of about 2 million readers in India, and sells more than 12 million copies over the year. There are 9 magazines of outlook group. One of those magazines (OUTLOOK) is in Hindi and other eight are available in English.
OUTLOOK
MAGAZINES
National:
1. 2. 3. 4. 5. 6.
Outlook Weekly Outlook Business Outlook Money Traveler Outlook Hindi Traveler Luxe
About the Products: Outlook is Publishing Nine Magazines: OUTLOOK ENGLISH (Weekly News Magazine) OUTLOOK HINDI(Weekly News Magazine) OUTLOOK MONEY(Personal Finance and Banking) OUTLOOK BUSINESS (Business) OUTLOOK TRAVELER(Best of Travel) OUTLOOK TRAVELER LUXE(Luxurious Edition)
is an independent weekly general interest English News magazine published in India. It features contents from politics, sports, cinema, and stories of broad interests .
OUTLOOK WEEKLY It
OUTLOOK BUSINESS
provident fund, advertising, enterprise, technology etc. This magazine is one of the most selling magazines in India. Most business class people prefer to get this magazine. This magazine is published fortnightly i.e. 1 issue in every 15 days. Its cover price is 40 rupees per copy.
OUTLOOK MONEY
insurance decoder, mutual funds. How to invest money in the market & mistakes when investing? How to invest? Basically its a personal financing magazine and preferred by youngsters. It is also a fortnightly Magazine. Its cover price is Rs. 30/per copy.
OUTLOOK TRAVELER
spot in hills, wildlife, adventure, beach, resorts, heritage, and weekend. This magazine is preferred he people who love to travel to new destinations. It is a monthly magazine. Its cover price is 100 rupees per copy.
OUTLOOK HINDI
reader keeping their interests, realities & aspirations in mind, it is not a translation of outlook English. As per the management decisions, it is only sold at the stalls or book-stores. Subscribing this magazine online is not yet possible. It is a weekly news magazine and its cover price is Rs. 35.
Outlook Traveller Luxe provides privileged access to a world of luxury travel for well-heeled travellers who like to savour the finest globe-trotting experiences. it is the ultimate luxury companion youll need to make your holidays exceptionally extravagant whether youre looking for spa getaways, exotic beaches, wildlife sanctuaries, desert safaris or mountain hideways
beliefs ushered in by Intelligent Investor (the personal finance magazine that was launched in mid-1998, now known as Outlook Money). The site has six
channels -- Stocks, Mutual Funds, Loans, Retirement Planning, Taxation and Insurance -- that address broad areas of the personal finance spectrum. Outlookmoney.com comes with many interactive tools. The Loans channel alone sports calculators that do all the number crunching a visitor may want on home, car, personal or equity loans. Outlookmoney.com seeks to provide total solutions to personal finance issues -- from disseminating information to providing avenues for e-commerce transactions.
Guides of Outlook Group Apart from publishing magazines, there are some guides also which is published by Outlook group. OUTLOOK Traveler Travel Guides published from outlook group is today a wellrecognized, established and acknowledged premier travel reference guide book in India. In just a span of 15 years, 14 successful titles have been publishedSome of them are: Weekend Breaks (from Delhi/ GURGAON/ Bangalore/ Chennai) State Travel Guides (Rajasthan, Goa, Kerala, Uttarakhand, Himachal) Trekking Holidays Wildlife Holidays 101 pilgrimage Destinations Heritage Holidays OUTLOOK Traveler Guides are not only useful for reliable information about the destination to be visited; it is also useful for knowing the culture and workings of that destination. These guides are generally preferred by the people who like to travel a lot and who are keen to know about new destinations.
OUTLOOK GROUP
OUTLOOK(ENGLISH) OUTLOOK MONEY OUTLOOK TRAVELLER OUTLOOK BUSINESS
COMPETITORS
INDIA TODAY MONEY TODAY TRAVEL TODAY BUSINESS TODAY, BUSINESS ECONOMY
CURRENT
OFFERS
FROM
OUTLOOK
Retail: magazines are available in retail outlets for sale. The retailer gets a commission on the sale price. Subscription: publisher signs up subscribers directly or through partners and delivers the issues in mail. Selective Distribution: Special sponsored copies are distributed in airplanes and hotels.
The print industry in India is highly fragmented due to the large number of local languages. Regional language publications own 46 per cent of the market share, Hindi language publications cover 44 per cent and the remaining 10 per cent is served by English publications. The primary penetration of English language magazines currently is in metros and urban centres though the growth is widening to smaller cities as the education and income levels increase among the middle class. With the opening up of Foreign Direct Investment (FDI) policy, several international publishers are aggressively entering the market and this trend is expected to continue. Advertisement Revenue (Breakdown by Region) North South East West National 23% 38% 9% 26% 4%
Magazines Newspapers
Managing Directors
Notable Contributors
Department of tourism, Government of India Award, National Tourism Award 2001-2002 awarded to Outlook Traveler for excellence in Publication. OUTLOOK Traveler 75 Holidays in the Hills" won the 2004, PATA Gold Award.
In 2002-2003 the Government of India recognized "Outlook Traveler Getaways" as the Best Travel Publication". Weekend breaks from Delhi was in the BESTSELLERS top three, non-fiction category for 14 consecutive weeks in North India
Weekend breaks from GURGAON was in the BESTSELLERS list top three for 8 consecutive weeks in West India
DETAILED PROGRESS
As a management trainee I joined OUTLOOK MAGAZINES New Delhi and I have been given the profile of a RELATIONSHIP EXECUTIVE.
I work in the company as a Relationship Executive and my primary work in the company is to face individual to facilitate and participate in the planning and execution of field of marketing activities. I work with my team, I meet many customers and receive their feedback and I am involved in business development activity.
Key Learning
1. I got to know about the atmosphere of the organization. 2. The working condition of the company. 3. Code of conduct in a company and its rules and regulations. 4. Process and procedure of working. 5. Learned to take orders by superiors. 6. Way of communicating right thing at right time to subordinates and to superiors. 7. Coordination at work. 8. Creating strategy on daily basis to achieve my daily target and make the job easier 9. Coordinate with everyone to achieve the target. 10. Creating hygienic atmosphere to work. 11. Learned how to work in stress.
1. Solomon, Michael R., Consumer Behavior-Buying, Having and Being, 2009 Pearson Education Inc., 2. Malhotra, Naresh K., Dash, Satyabhusan., Marketing Reseach, An applied orientation 2010, Pearson Education Inc., 3. Cooper & Schindler, Business Research 4. Belch George, Belch Michael, Advertising and promotion 5. Kotler Phillip, Marketing Management Websites: www.outlookgroup.com www.outlookindia.com www.outlookmagazines.com www.Delhioutlookmagazines.com www.outlooktraveler.com www.outlookbussiness.com www.outlookmoney.com