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INTRODUCTION
The traditionally tea-drinking society of India has been steadily increasing its coffee intake as
the young and middle-class aspire to have more Western tastes. Hot beverages have alwaysbeen a part of the tradition of India, especially South India. Coffee took the first seat in South
India when the traditional Brahmin classes brought down the beverage from the ruling British
around the 1930s.
Group networking is embracing the practice of meetings over coffee as professional and
recreational clubs alike gather routinely at coffee shops in Indias major cities to discuss
business and pleasure.
With over 170,000 coffee farms in India, cultivating nearly 900,000 acres of coffee trees,
India is the 5th largest producer of coffee in the world, out of which 75% is exported. The
current market for coffee in India is $ 160 million, making it the second most popular
beverage, growing at an astronomical rate of 40% year-on-year.
Moreover, the concept of coffee chains in India has been positioned around selling a much
loved, cordial and welcoming ambience for youngsters to interact, hangout, spend soothingtime amidst while providing coffee and scrumptious snacks.
Cafs are becoming increasingly popular among young Indian consumers who have more
disposable income than previous generations and who are spending more time socialising
outside of the home environment.
The drink also became famous and as a result even five star hotels began cashing in on it.
Several hotels all over the country started opening coffee- shops that catered to high- end
customers. This showed the popularization of coffee cafs, to all sections of society. The
drink has now become more of a concept than merely a drink itself. The last decade witnesses
the growth of numerous coffee pubs in the country. A number of coffee caf owners tried to
westernize the taste in contrast to the filter coffee.
The concept of a caf today is not merely about selling coffee, but about developing a
national brand. Retail cafs now form a multi- crore industry in the country, and have huge
potential for growth locally, and internationally. The Indian market is now home to multiple
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coffee brands including Caf Coffee Day, Barista Lavazza, Java Green, Costa Coffee, and
Gloria Jeans Coffee, but the market is still young. The Coffee Caf industry is currently one
of the biggest and fastest growing sectors in business. The industry consists of a mix of
individual cafs, hotel cafs and retail caf chains.
Individual Cafs:
The main bulk of revenue is earned by small, individual cafes. It is a relatively unorganized
sector. There are millions of such cafs around the world, and they provide customers with a
homely, casual experience. These cafs set themselves apart from retail chain cafs and hotel
cafs because they provide customers with a homely, classic appeal, which cannot be
emulated.
Hotel Cafs:
Ever since the popularization of coffee, hotels all over the world started opening 24-hour
coffee shops, where visitors to the hotel could walk in for a cup of coffee and some, food at
any time. These coffeehouses are extremely important, because they provide international
visitors to the hotel with a universal drink- coffee. Any customer can walk into any major
hotel in the world, and enter the coffeehouse, and know what to expect. These cafs are not
really major players in the coffee caf industry, but rather provide supplementary services to
the hotel industry.
Retail Caf Chains:
The last, and the most organized sector in the coffee caf industry, is the retail caf chain. Off
late, these chains have become extremely popular and are growing at an ever-increasing pace.
These retail chains have work with an organized structure of man, material and money. They
work on developing a recognized brand, consistent to all their outlets, which customers can
easily relate to, wherever they go. They provide customers with a standardized level of
service and quality at each of their outlets.
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Need:
The need for going to coffee outlets would be social needs like recreation and relaxation.
Want:
Want would be to have coffee for satisfying the need for recreation and relaxation.
Demand:
Demand would be going to a specific coffee outlet to have coffee. For example, going to
Starbucks to have Starbucks coffee.
Target Market, Segmentation and Positioning of Barista
Barista follows the psychographic lifestyle segmentation strategy which considers lifestyle,
age group and the income. It has positioned itself as a lifestyle brand, with concentrated
positioning aiming at young students, professionals and working couples. The target age is
about 15-25 years. The premium segment is the domain of the Barista chain. Now Barista is
changing its positioning from a premium retail outlet to that of a hangout or a meeting place
frequented by young people. Company officials say this is because the nature of Barista's
clientele ranges from young college-goers to young professionals Barista is not only
satisfying the coffee need of the customers but what came across during our study was a
major reason why people go to Barista, apart from other reasons, was lifestyle.
Offerings and Brands:
Following are the major players of coffee retailing in India:
CCD: Taking pride in 130 years of coffee growing heritage, CCD is the first chain to enter
retail by incorporating Amalgamated Bean Coffee Trading Company Ltd (ABCTCL) in the
year 1994. Pioneering the caf concept in India in 1996 by opening its first caf at Brigade
Road in Bengaluru, ABCTCL today is one of Asias top 500 companies and aims to be
among the top three coffee retailing companies in the world. It currently operates 1,330
outlets in 185 cities in three formats cafes, lounges and kiosks (as per
http://www.thehindubusinessline.com/industry-and-
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economy/marketing/article3364372.ece?homepage=true&ref=wl_home accessed on
28/04/2012 @21:41 hrs) and plans to scale it up to 2,000 outlets spanning 400 cities by the
end of 2014.
Barista: Barista traces its roots back to the old coffee houses in Italy the hotbeds of poetry,
love, music, writing, revolution and of course, fine coffee. Offering alternative options and
pleasures of coffee to millions, the chain is also revolutionising the coffee drinking
experience in most Indian cities. Barista owns 316 stores and is looking at more than
doubling the numbers by 2015.
Costa Coffee: As part of its overseas expansion, British coffee retail chain Costa Coffee
launched its outlet in New Delhi, becoming the first international coffee chain to start
operations in India in September 2005. It has also been expanding its business through
exclusive franchisee partnership with Devyani International. The chain is currently
operational with 47 outlets and expanding aggressively to tap this potential market.
Coffee World: Coffee World is a premium specialty coffee house that offers a
comprehensive range of hot, iced and ice blended beverages. The brand is known for its
premium quality products and its signature Frappes ice blended coffees. The chain
currently operates 5 outlets -2 in Chennai, 1 in each- Bengaluru, Kolkatta and Hyderabad.
CBTL: The Coffee Bean & Tea Leaf is a California-based coffee chain, owned and operated
by International Coffee & Tea, LLC and opened its first store in India in the last quarter of
2007 opening stores in Rajiv Gandhi International Airport, Hyderabad followed by a store in
Select Citywalk mall, New Delhi in March 2008.
Java Green: Java Green was started in 2003 as a chain of In-Store Cafs within Reliance
WebWorlds. After the formation of ADAG it has expanded into other locations outside
Reliance and operates within a host of retailers, food courts and corporate campuses.
Javagreen is now operational across 10 cities in India with a mix of store in store formats and
independent outlets. We are currently open at over 90 locations in Lucknow, New Delhi,
Chennai, Bangalore, Hyderabad, Kochi, Ahmedabad, Mumbai, Pune, and Kolkatta.
Planet Mocha: Mocha Coffee chain owned by Impresario Entertainment and Hospitality PvtLtd (IEHPL) started operations in 2001 at Churchgate, Mumbai. The brand soon spread to
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other prime Mumbai locations and other Indian cities. The menu has an Arabian style;
however innovative concepts like Mocha Life Shop and Mocha Communities provide this
brand an edge. The communities like MBA (Mocha Bike Association), Mocha Film Club,
Mocha Backpacker Club help bring like-minded people together and allows customer to form
their communities of interest. They are currently present in 7 cities in India with 18 outlets.
Qwikys:
Inspired by the specialty bar concept in the US, Sashi Chimla and Syam, two software
engineers from Silicon Valley set up Qwikys Corporation with a vision to set up coffee pubs
around the globe. They went to Chennai to establish the first Qwikys coffee Pub in October
1999. By 2001, Qwikys had 13 pubs and Islands and 15 Xpress kiosks, in Chennai,
Hyderabad, Bangalore, Delhi and Pondicherry.
BrewBerrys:
Brew Berrys Hospitality Pvt Ltd was formed in 2008 by Hotel Management graduates
Mr. Ankur Gupta & Mr. Ronak Kapatel. A family/self-funded startup by young
professionals, Brewberrys Caf is now one of the leading and fast growing caf chains in
India. The first Brewberrys caf opened in Vadodara, Gujarat. The company was much
focused on attaining the expertise in caf operations as well as business sense from its
first few ventures in Gujarat. The company went ahead with national expansion
drive. Presently they are present in India with about 45 stores in 15 states.
Besides, retail players like Reliance Retail and Shoppers Stop are also retailing coffee
with their multi-products offering outlets like Reliance TimeOut and Desi Caf
respectively.
Product Offerings:
In keeping with the global coffee culture, purveyors in India have been offering the products
in a wide range of variants that include hot coffee, cold coffee, coffee add-ons, powder
coffee, granitas, etc. The chains have also been adopting state-of-the-art store formats and
some even offer wi-fi access to their customers. As a step forward achievement, CCD has
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incorporated formats like music cafs, book cafs, highway cafs, lounge cafs, garden cafs
and cyber cafs targeting a diversified customer profile.
VALUE DELIVERY NETWORK
CCD is unique in its distribution way where coffee beans are cultivated in its farms at
Chikmagalur, and then distributed to the coffee outlets as shown above.
VISION AND MISSION:
Cafe Coffee Day
VISION: To be the only office for dialogue over a cup of coffee.
MISSION: To the best Cafe chain by offering a world class coffee experience at
affordable prices.
Costa Coffee
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VISION: Our vision is to be the best hospitality company that there is - a family of
related hotel, restaurant and leisure club brands recognized by our people, guests and
investors as leaders in each market in which we operate.
MISSION: To serve the best coffee in true Italian style.
Starbucks Coffee
VISION
To establish Starbucks as the most recognized and respected brand in the world,"
"Our mission: to inspire and nurture the human spirit one person, one cup and one
neighborhood at a time."
BCG MATRIX
The current market for coffee in India is $ 160 million, making it the second most popular
beverage, growing at an astronomical rate of 40% year-on-year.
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Stars:
The cafe market in India is presently pegged at Rs 5,000 crore in which Cafe Coffee Day has
the largest market share of 60 per cent as of now, followed by Barista with 30% market share.
Question Marks:
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Coffee outlets like Costa Coffe, Java Green, Mocha and CBTL have entered the coffee
retailing quite late. The market growth rate is high but the market share of each of these
players is relatively small.
CORPORATE AND DIVISION STRATEGIC PLANNING:
TATA
Consumer Products
Casa Decor Infiniti Retail Landmark Tata Ceramics Tata Global Beverage Titan Trent Westland
Industries
Mr. Bean, Mysore Gold, Coorg Pure, Tata Cafe and Tata Kaapi
Mr. Bean Junction, a unique first-of-its-kind coffee outlet, was launched in December 2005
where a customer can walk in and choose from a variety of coffee bean blends, sticking to the
traditional type of blend just the way he or she likes it, or choosing something different toassuage the sameness, all freshly ground in front of the customer. A freshly brewed coffee,
where different types are available from a filter coffee to a cappuccino, is a must have for
anyone who wants to put their feet up, lighten their mood or even while they are waiting for
their coffee to get ground. In fact, they even have an option of tasting the blends they have
chosen, all for only Rs10. Branded coffee is also available in a polypack form.
Mr. Bean Junction offers everything under one roof: fresh and ground, freshly brewed coffee
and branded coffee, and the experience in this warm and enriching ambience is value for
money. A database stores the preference of the customers, and ensures that their favourite
blend is all ready for them as soon as they walk into the outlet.
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ANSOFF MATRIX:
Assessing Growth opportunities for CCD
1. Market Penetration Strategy:
CCD being the first coffee retail chain has penetrated deep into the Indian markets by
following 3 As: Accessibility, Affordability and Acceptability. They launched a
campaign- Launch 25 caf a month Never be more than 5 minutes away from a
CCD.
2. Market Development Strategy:
CCD opened its first cafe in Pakistan's commercial capital of Karachi, famous for its
designer outlets and vibrant cafe-culture andplans to open four more cafes in Karachi
and expand into Lahore and Islamabad.
3. Product-Development:
CCD brings in seasonal menus for its customers based on the events currently in
trend. For example, they have special drinks during IPL, Cricket World-cup and
Football World-cup, etc.
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4. Diversification Strategy:
Caf Coffee Day sells various young and trendy merchandise through its stores, like
Caps, T-shirts, Bags, Mugs, Coffee Filters, Coffee Powders, Coffee Mints and Pens.
SWOT ANALYSIS
Strength: Products of extremely good quality and taste.
It is a youth oriented brand, hence huge potential since 40 % population is
below 20.
It produces/grows the coffee it serves hence reducing the cost.
USP of brand is its considered a highly affordable brand.
Weakness: Weak brand image and lacks strength to maintain brand loyalty.
Poor ambience and decor. CCD outlet served prime space for advertising and
promotions.
Many of the CCD stores are incurring losses due to wrong site selection.
Opportunities: Coffee cafe industry is one of the fastest growing industries in Asia.
More people like to visit CCD for informal meetings.
CCD has gone international, and is planning to attract many new international
markets, hence gaining international recognition.
Threats: Competition with other coffee cafes like Barista, Mochas.
Other hukka palours are also gaining lot of attention and preferred by young
generation to hang around which in turn is attracting the market captivated by
CCD.
Threats from international giants like Starbucks, Dunkin Donuts, etc.
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MONITORING SATISFACTION (CONTACT
RECENT CUSTOMER)
For monitoring the customer satisfaction of caf coffee day customers, we recently
contacted one of the customer ofcaf coffee day Name Priyanka Bhutani,following
is her experience of visiting at CCD
Immediate service as soon as she reached the coffee outlet.
According to her If you think of coffee, CCD is the first thing that comes to
your mind A coffee with good Taste
It is the good place for recreation, refreshment and revival .
A place with nice ambiance and dcor and good atmosphere to hang out with
friends
So this was the experience of one of the customer ofCaf Coffe Day
CUSTOMER RELATIONSHIP MANAGEMENT
Barista Lavazza
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Barista Lavazza, the coffee retail chain, completed 13 years of its operations in India. As it
entered the 'teens', it launched a campaign to celebrate its 13th birthday. The campaign pays
tribute to the consumers, who have made it possible for the brand to reach this milestone.
The 'Bean13' activation invites customers to share their stories on experiences when they
were 13. It is being carried out on digital media through social networking sites such as
Facebook, wherein consumers can post interesting stories about when they were 13 on the
website. On-ground, the campaign involves story boards put up at Barista Lavazza and
Barista Lavazza Crme stores, where consumers can write their stories. The entries will form
a part of a contest, wherein winners will be rewarded with Barista Lavazza gift hampers.
The chain is also giving a free scratch card to all consumers with bill amount exceeding Rs
250. The scratch cards give assured prizes, ranging from coffee vouchers to free international
and domestic holidays. The campaign aims to take consumers down the memory lane and
make them recall all the fun and frolic attached with entering their 'teenage' phase.
It is being carried out at all Barista Lavazza stores across 25 cities in the country, including
outlets at Colaba in Mumbai, Camac Street in Kolkata, Defence Colony in New Delhi, The
Great India Place mall in Noida, Shipra Mall in Ghaziabad, Mantri mall in Bengaluru, Rosy
Tower in Chennai, Western Mall in Ludhiana, Banjara Hills in Hyderabad, and Metropolitan
mall.
Barista started a loyalty programme, 'Bean-o-holic, even as the modern retailers in FMCG
and apparel space and quick service restaurants (QSR) already use such cards to boost their
sales. The cards, like any other loyalty card programme, are aimed at customer acquisition
and retaining them.
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ABN AMRO and Barista Coffee Company have jointly launched a credit card the "ABN
AMRO Barista credit card", which would help Barista customers avail discounts at its outlets.
For every Rs 100 purchase at Barista outlets the card owners can earn points, which they can
use for availing discounts on purchase of other beverages.
PEST ANALYSIS
FACTORS INFLUENCING CONSUMER BEHAVIOUR IN COFFEE RETAILING
Cultural Factors:
India was pre-dominantly a male oriented society, where only the males were educated and
allowed to work. However, with the changing times, society recognised the importance of
educating the females and subsequently the females now constitute a substantial part of theworking population and are empowered with more freedom.
Females are now allowed to hang out and coffee outlets have proved to be a great place
serving their purpose.
Social Factors
Reference groups
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Primary groups such as family, friends, co-workers, neighbours, play a major role in
influencing consumers decision for visiting a particular coffee outlet. Most of the
coffee outlets are targeted to the youth population where the drive to conform to
certain groups is high.
Roles and Status
Roles and Status people also influence the choice of particular coffee outlets. For
example, the chairman or top level managers and executives would prefer going to
cafes in hotels rather than visiting a particular coffee outlet.
Personal Factors
Age and Stage in the Life Cycle
Preferences in recreation are often related to age and family life cycle stage. Youth
would go to coffee outlets more frequently as compared to married people.
Occupation and Economic Circumstances
Occupation would also influence consumer behaviour. If the occupation requires
meetings to be held between few people, they would prefer coffee outlets. But if the
numbers of people are more, they would prefer holding meetings in hotels rather than
in coffee outlets.
Economic circumstances would also influence consumer behaviour. Different coffee
outlets target people with different incomes. For example, people with higher income
would preffer going to Barista or Costa Coffee whereas people with lower incomes,
would prefer going to CCD or local coffee outlets.
Lifestyle and Values
The youth population of today is becoming highly brand conscious. They like to
associate themselves with brands with which they conform. For example, people who
are money-constrained would go to coffee shops which offer lower prices.
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Psychological factors
Motivation
Today when the world has become a global village, there is a strong need for
balancing the work-life of people. This drives up the need for recreation. Coffee
outlets are becoming the most preferred place for spending time with family and
socialising with friends and colleagues because they provide the perfect atmosphere
and cosy ambience over a cup of coffee and snacks, comfortable seating and many
other facilities like Wi-fi connections, books, magazines, music, board games and
musical instruments,etc.
BUYING DECISION PROCESS
Problem Recognition
Spending time with family and socialising with friends and colleagues would create
an internal stimulus for recreation.
Information Search
Sources of information for Coffee outlets would be-
1. Personal: Family, friends, neighbours, colleagues, etc.
2. Commercial: Advertising through billboards, magazines, newspapers, television,
brochures, internet, etc.
Evaluation of Alternatives
Coffee outlets would be evaluated on the basis of ambience, atmosphere, cleanliness,
price, location, quality, service, taste, etc.
Purchase Decision
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After the consumer has evaluated the alternatives he would have already made up his
mind for a particular outlet. In executing the purchase intentions the consumer would
consider the factors important according to him, like deciding to go to a coffee outlet
based on the price or brand (i.e., CCD, Barista, Costa Coffee, Java Green, Mochas
etc), location of the shop (which area is the shop located) and the timing of visit
(afternoon, evening or night).
Post Purchase Behaviour
Repeat Consumers: If the experience of visiting a particular coffee outlet satisfies or
delights the customer, then there are chances of him visiting that outlet again.
Word of Mouth: If the consumers is delighted by the experience of a particular coffee
shop, then there is a high that he would take his friends, neighbours, colleagues, peers
etc., to the same shop, or may recommend it to them.
If the consumer is satisfied, he may or may not talk about his experience and if he is
dissatisfied, he would communicate a negative image about the brand to the society.
IDENTIFYING MARKETS, SEGMENTS AND TARGETS
COSTA COFFEE
Market Segmentation
Economic Profile
Middle Class
Upper Middle Class
Privileged Class
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Age Groups
Teenagers 16 - 19 years
Young Adults 18 - 25 years
Adults 2550 years
Mature 50 and above
Professional Classification
Students
Young Professionals
Mature Professionals
Retired
Marital and Familial Status
Single
Single with Dependants
Married
Married with Children
Married with Dependants
Target Market
Economic Profile
Upper Middle Class
Privileged Class
Age Groups
Young Adults 18 - 25 years
Adults 2550 years
Mature 50 and above
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Professional Classification
Students
Young Professionals
Mature Professionals
Retired
Marital and Familial Status
Single
Single with Dependants
Married
Married with Children
Married with Dependants
Market Positioning
The positioning strategy to be employed by Costa is in keeping with their global positioning-
i.e. they are the ITALIAN COFFEE MASTERS. The quality of their coffee is better than the
competitors- it tastes better; it is more hygienic and totally unique. The image of Costa is thatit has the BEST and most UNIQUE coffee. The secondary or underlying positions of Costa-
globally and for the upcoming market in Pakistan are the Highest Standard of Luxury, The
Best Service and a Reputation For Excellence.
MARKET LEADER-CAFE COFFEE DAY (60%)
MARKET CHALLENGER-BARISTA (30%)
Marketing Strategies:
Cafe Coffee Day-
CCD has become the largest youth aggregator, and from a marketing stand point, the
success has come by focussing on 3 As: Accessibility, Affordability and
Acceptability.
It has positioned itself as a meeting place for 15-29 year olds.
It has marketing associations with youth-oriented brands like Levis, TVS, Airtel, etc.
All the stores are well lit and respectable, yet informal.
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CCD has also tied up with IPL teams such as Kolkata Knight Riders and Chennai
Super Kings for selling their merchandise.
It has even tied up with WorldSpace and Microsense to enable its cafes with satellite
radio and Wi-Fi, respectively. Caf Coffee Day is known to experiment with different caf formats. They have been:
Music cafs
Books cafs
Highway cafs
Lounge cafs
Garden cafs
Cyber cafs
Lounge cafs
Merchandising- Every CCD stocks merchandise ranging from coffee mugs, Tshirts,
caps, bags, coffee filters, mints, different flavours of coffee powders, tea and cream,
wafers and biscottis. It also merchandises promotional materials for other brands it
associates with. When some brands are conducting events for which passes are
distributed or movie premiere tickets are given out, CCD is an important hub for these
activities as most of the target market.
CCDs Guide to Active Holidays- It is a travel guide focusing on adventure sports and
is available in the CCD outlets, for people seeking escapade from monotonous life.
Caf Beat- An in-house magazine which gives the entire low-down on whats
happening in CCD outlets across the world. It describes experiences of customers,
celebrations in CCDs, and covers youth-centric topics like movies, music, travel,
lifestyle, e-dating, books and careers.
Caf Coffee Day which follows a backward integration of the value chain procures
coffee beans from its base in Bangalore. This gives it a high sense of quality
assurance and guaranteed supply across its outlets as the same raw material is used in
all outlets.
Caf Coffee Day has an advantage of top-of-mind recall for coffee-shop-goers in
India, especially because it set the caf ball rolling in the country.
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The food items available in Caf Coffee Day are obtained from local suppliers
whereas Baristas food is catered by the Taj caterers. Caf Coffee Day would henc e,
have a lower-cost advantage.
SINCE STARBUCKS is about to make an entry into the Indian market, Coffee CafeDay (CCD) is trying best to maintain grip on its market share. They have recently
launched the Coffee Day WakeCup, a single serve coffee brewing system.
Barista-
Barista Lavazza started out with no publicity, the espresso bars were the
advertisements. The posters, tent cards and ambient graphics inside each espresso bar
did all the talking, in a tone of voice that was witty, warm and welcoming. The rest
happened through word-of-mouth, creating a group of loyalists along the way, for
whom Barista Lavazza today is more than just a habit
Barista Lavazza has also created activities around special days like Valentines Day.
Additionally it had organised in-store events like the Friendship Jam which involved
exciting contests and activities for an entire week. Occasional live music
performances, tarot card readings, handwriting analysis sessions, makeovers and
caricature artists also happen to enhance the overall guest experience.
In addition to autonomous programs, Barista Lavazza has also been linked with big
brand names to improve visitor experience with appropriate & valuable offerings.
Lately, new product placement plans have also permitted Barista Lavazza Espresso
Bars to feature in commercials and films.
Barista Lavazza considers increasing consumer experience by concentrating on
numerous touch-pointsthe design of the store, the rank of its service, the value of its
goods and quality of its product. The brand frequently revives its store appearance and
set of choices to carry on with varying consumers style. Barista Lavazza moreover
focuses on themes and paths that harmonize coffee, for example songs, art and books,
whereas some outlets also put forward Wi-Fi connectivity to the Internet.
They provide various board games to their consumers and also guitars and other
merchandises. Barista Lavazza offers few of the finest loyalty programmes for its
consumers.
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COMPETITIVE FORCES
Potential Entrants
The Singapore based coffee club Ltd and Starbucks, which is the world leader
in the coffee retailing market and is one of the strongest brands in the world is
planning to enter the Indian market very soon.
Coke has launched its coffee product which is named Georgia gold and it isavailable across all McDonald's restaurants in India.
There are many local chains which have opened and many more are expected
to open up soon.
Buyers
The potential buyers are teens i.e. students, working professionals and old
couples in the cities.
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The volumes of customers coming into these outlets are very large as the
target segment for such outlets is the young generation.
The buyers knowledge about the product is large and they are well informed
as to the choices that they make as many choices are available for the buyers.
Suppliers
The production done in these outlets are not outsourced but are done by
resources owned by the companies themselves, most of the companies own
coffee plantations. For example, caf coffee day grows its own coffee.
In case of Barista coffee parlour, earlier coffee was made with high quality
Arabic beans and Baristas from Italy were invited to create blends. Due to
strategic alliance with Tata Coffee in 2001, coffee beans are provided by Tata
coffee as well.
Threat of substitute products
Substitution is very low in this business as the main focus of the producers is
not economy but more towards the quality of the product produced.
The core-competency of these companies is their ambience and dcor that is
the lifestyle they provide , these lifestyle needs of the consumers are also been
satisfied by other fast food joints like Mc Donalds, Pizza Hut, etc.
BRAND EQUITY
Brand Awareness
CCD is one of the top recognised restaurants for a evening hang outs by the people
especially the youngsters. CCD is recognised as the South Indian Brand because of the
customer preference of the coffee is huge in South India.
Taste & Quality of Products:
CCD is known for the Taste & Quality of their products. If they work on this aspect,
there is a huge potential for them to attract customers, just based on the taste and
quality of products. This is also helped by the fact that they grow their own coffee
beans and this provides an important base for future expansion and growth.
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Value for Money proposition:
CCD is projected as an affordable brand. This strategy has worked extremely well
so far.
Strong Youth Orientation:
CCD is and has always been a youth oriented brand. In a country where over 40% of
the population is under the age of 20, there is a huge potential for CCD to become one
of the countrys largest youth brands. The untapped market share and potential for
growth is enormous.
Brand Value
CCDs wide network- the anytime, anywhere cafe.
CCD has made a connection with the Indian Consumers, predominantly among the
youth.
Collective fun over coffee
Hangout place
Social hub
Brand Recall
The logo colors signify:
Red- Leadership, passion
White Swirl- Purity of purpose, invigorating properties of coffee
Green Stroke- 125 years of coffee growing heritage of this vertically integrated group.
In October 2009, CCD unveiled a new brand logo, a Dialogue Box, to weave the concept of
Power of dialogue. In accordance with this new identity, CCD planned to give all its
existing outlets a new look by the end of 2009. These cafes were redesigned to suit different
environments such as books, music, garden and cyber cafes, suitable for corporate offices,
university campus or neighbourhood.
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POINTS OF PARITY (Barista)
Barista Lavazza was priced at premium, however it reduced its prices facing
competition from other coffee outlets and now has competitive prices.
It provides various loyalty programmes like other retail outlets.
It also has its own merchandises which its consumers can buy just like that of CCD.
POINTS OF DIFFERENCE (Barista)
Differentiation Strategy
In the case of coffee palours, the differentiators identified on the basis of the study are as
follows
Ambience and Dcor
Quality of staff Service
Food
Presentation
Cleanliness
Price
Wide product range
Quality of products
Customer relationships
Barista opted for the differentiation strategy to gain a competitive advantage over its
competitors. The most important attribute of Barista is ambience. This is the actual
uniqueness in a broad market consisting of various coffee players. Barista did realize that the
consumers were not just looking for a place to have a cup of coffee but were looking for a
place to hang around and relax. Thus, they decided to create a place where the consumers
would feel at home. The ambience inside is comforting and casual which is one of the major
reason of its success. They created a coffee bar with a typical Italian environment where
people could get together over a cup of coffee and enjoy themselves in a comfortable and
relaxing environment. It offers customers a very interactive social environment by providing
newspapers, magazines, a guitar, games and television on, music playing as well as message
boards to pen down your thoughts. Some stores 24 also have an outlet of Corner Bookstore
(they joined hands in November 2003) which sells all varieties of books. Moreover, most of
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the people feel that its ambience and aroma of coffee which is a major driving force. It has
games like scrabble, dictionary etc and books available to keep one engaged. People can also
play guitar which is kept against the corner wall. It also has magazines and newspaper which
can be read while sitting there and a take away newspaper which is quite popular.
This has been very successful in attracting customers, especially their target market of
teenagers, youngsters, professionals and families. They have promoted themselves as a fine
caf and not as a coffee pub that Caf Coffee Day is or Qwiky's did. Thus, the experience of
having a coffee at a Barista is definitely different than having it at any other coffee parlour.
PRODUCT LEVELS: CUSTOMER VALUE HIERARCHY
Core Benefit: Recreation, spending time with family and socialising with friends and
colleagues.
Basic Product: Coffee shops should have table, chairs, coffee and snacks
Expected Product: Consumers expect the ambience of the coffee shops, to be cosy and
relaxing. It should have a variety of coffees, good quality of snacks with good services, Wi-fi
facility, charging points, etc.
Augmented Product: Coffee shops provide loyalty programmes like loyalty cards eg. Ccd
barista.
Potential Product: Coffee Shops providing home delivery service, to deliver coffee.
PRODUCT MIX OF BARISTA
Coffees & Teas
Refreshing
Alternatives Eatables
Coffee with Milk Smoothies Sandwiches
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Cappuccino
Caffe Mocha
Caffe Latte
Guava
Mango
Grape
Paneer Tikka
Cheese & Tomato
Chicken Tikka
Smoked Chicken
Black Coffee
Espresso Italiano
EsperanoTM
Americano
Granitas
Blue Curacao
Lime Ice
Mixed Fruit Tango
Guava Crush
Rolls
Kadhai Paneer Roll
Chicken Masala Roll
Dessert Coffees
Latte Bianco
Caffe Borgia
Milk Based
Strawberry Freeze
Mocha Freeze
Icepresso
Pastas
Tangy Tomato Pasta
Creamy Chicken Pasta
Cold Coffees
BrrristaTM
Brrrista FrappeTM
Brrrista BlastTM
Iced Caffe Mocha
Iced Tea
Lemon
Peach
Other Food
BBQChicken Croissant
Coffee Add-ons
Various Flavours
Chocolate Fudge
Whipped Cream
Espresso Shot
Ice Cream Scoop
Other Drinks
Ginger Fizz
Kinley Water
Desserts
Walnut Brownie
Mocha Excess
Chocolate Excess
Dark Temptation
Chocolate Mousse
Chocolate Chip Muffin
Almond Raisin Muffin
Apple Cake
Teas
Assam
English Breakfast
Darjeeling
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Earl Grey
Brand Extension
Coffee shops are expanding their market through brand extension. There is always a fierce
competition between Barista Lavazza and Cafe Coffee Day. CCD launches its mineral water,
cookies, chips, t-shirts, mugs etc. Barista is adding a new range of beverages and eatables,
mugs, jewel sippers, candles and soft toys etc.
CHARACTERISTICS OF SERVICE INDUSTRY (COFFEE RETAILING)
Example of Barista
1. Intangibility:
As services are intangible it is very necessary to tangibilize the intangible. Various
coffee outlets owners do this by adapting the following number of marketing tools.
Place: Barista looks to cater to their target market with strategically located
outlets. Their outlets are generally located at High Street/ Family Entertainment
Centers. Considering their generic appeal, there are Barista outlets in and around
Malls, Cinemas, Colleges, and Offices etc. this endorses their brand image of a
caf that
Dcor and Architecture: Baristas internal dcor and architecture expresses the
simplicity you would normally associate with traditional cafs. The furniture is
made of light shades of wood, and there are comfortable sofas in bigger cafs. The
walls are shades of orange, with various photographs of the love for coffee spreadaround each outlet.
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Prices: Considering that Barista is trying to target a market whose age range is
between 18 and 60 years, a pricing policy appealing to this segment is difficult.
Extremely low prices act as a deterrent to some customers who might regard it as an
indicator or quality, while very high prices cannot be afforded by most of the youth.
Logo, Colors, Images: Barista, since the beginning has looked to use colors in its caf
interiors, logos and images; to project a warm, earth glow, synonymous withcoffee.
Barista uses shades of Orange & Brown to good effect to promote its laid- back
atmosphere.
2. Inseparability:
As services are produced and consumed simultaneously. In coffee outlets also the
consumers who visit a particular outlet would only get the experience of having the
coffee at a particular coffee outlet. Here the presence of both the consumer as well as
service provider here the coffee or other snacks provider at the outlets should be
present.
3. Variability:
Services are highly variable they would differ from one coffee outlet to other. For
example, Service at Barista in Mumbai would be different as compared to Service at
Barista in Ahmedabad. And to ensure that consumers have the same experience at all
the outlets, Barista undertakes the following measures-
Quality Sources:
Barista has a check on the quality of its products every 14 days. Barista also
incorporates TQM at its headquarters in Delhi. Since Delhi is the base for all its
distribution, quality control measures are adopted there to avoid any poor quality
products being distributed.
Traning and development of human resource:
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Baristas boom in growth has sparked of a greater need for more and more human
resources. This poses a challenge for Barista to ensure that their employees all across
the country are well trained and provide consistent service at every outlet. Barista has
a Training & Development policy, which basically consists of two parts, Induction
Training and Refresher Training.
4. Perishability
As services cannot be stored they are perishable. Because of perishables nature of
services coffee outlets provide the following offers in their service:
Reserving the table at the time of special occasions such as birthdays, anniversaries
etc.
Waiting lounge is made this is generally used during the vacations of students because
at that time the outlets are filled with students.
Using of price incentives along with coffee
Adding new varieties of snacks and flavours in coffee during the peak seasons when
the demand is more.
Differential pricing for different customers.
Launching of loyalty programmes.
SERVICE QUALITY MODEL:
Under coffee retailing there can be following gap:
Gap between perceived service and expected service:
Under this gap the owner of the coffee outlet might think that the consumer wish to goto a coffee outlets that have got good ambiance, chilling and relaxation atmosphere
only, but this may ultimately raise the consumers expectation that a particular outlet
might also provide tasty and good quality coffee along with such good ambiance and
atmosphere but this may not be the actual case. Here the consumer would find a gap
between consumers expected services and actually perceived services.
CONSUMER BUYING BEHAVIOUR
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Consumer buying behaviour for visiting to a coffee outlet could be of high
involvement and few differences between the brand that is could be complex
buying behaviour or dissonance reducing buying behaviour
PRICING STRATEGY ADOPTED BY BARISTA
Barista has a Skim Pricing Policy. They began with a higher price, and skimmed the cream
for the market. With the sudden spurt of growth in number of outlets, came the benefits of
economies of scale. Because of this, they have been able to gradually lower their prices, and
appeal to different segments of their target market. Currently, their prices are the lowest they
have ever been, and they can competitively match their prices against Caf Coffee Days
prices. The prices are constantly changing though, and the last 1-year has seen 3 changes
(mostly reductions) in prices. This gradual price reduction meant that Barista could maintain
its profit- maximization policy until it could earn large cost savings because of the benefits of
high volume. The main factors that affect their pricing are their cost of goods sold. The costs
are quite high because imports a majority of its products and product- sources.
INTERNATIONAL MARKET
Example: StarBucks
Which Markets to Enter?
StarBucks decides which markets to enter based on the following:
Market size
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Market conditions for its products in the country
Deciding on the local partner for its business
Eagerness among the younger generation to imitate western lifestyles made these
countries attractive markets for Starbucks.
How to Enter?
Joint Venture
A significant example here of strategic choice when it comes to evaluating the options for
growth. Starbucks has opted to enter into a strategic alliance with Tata Group as it attempts to
establish a position in the Indian market.
On 31 January 2012, Starbucks announced its objective to open 50 outlets in India by the end
of 2012, through a 50-50 joint venture with Tata Global Beverages. The two partners will
invest a total of $80million initially.
STARBUCKS PREVIOUS ATTEMPTS TO ENTER INDIA
Starbucks, famous for making coffee drinking fashionable in the US, had tried to enter India
by striking an alliance with Kishore Biyani's Future Group three years ago, but these plans
were rejected by the Foreign Investment Promotion Board, or FIPB, the government body
that regulates inflow of foreign money into India's factories, shops and mines.
Organised coffee retailing is a niche but growing segment in India. Industry officials said the
size of the segment, which is dominated by unlisted companies, is around Rs 500-600 crore
Until a year ago, Starbucks were reviving its plans for India and began talks with Shyam and
Hari Bhartia-controlled Jubilant Group for a possible alliance.
Jubilant Foodworks, part of Delhi-based Jubilant Group, is the India franchisee for Domino's,
the pizza chain. The group's flagship is Jubilant Organosys, a leading contract manufacturer
of pharmaceutical products. However this too also did not work out and finally Starbucks
Coffee signed a Memorandum of Understanding with Tata Coffee in January 2011.
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