REI Satisfied customers is not the end!

1. REI Satisfied customers is not the end!

Abdilda Gaziza | Islam Zhibek| Mahmudova Rukiya

2. REI

Overview
Survey
Membership
Mobile
Connection

3.

Recreational Equipment, Inc., is an American retail and outdoor
recreation services company. REI sells sporting goods, camping gear,
travel equipment, and clothing.

4. REI

Founded in 1938;
selling gear, sporting goods and clothes;
125 retail stores in 31 states;
Online shop;
11,000+ employees

5. REI Financial Performance

2015 sales of $1.80 billion
Operating income was $116 million
Net income was $30 million
842,000 new members in 2015
REI Visa card holders will receive $37 million in
rebates
$21 / customer / year

6. Best companies to work for: #8*

* Source : Forbes 2012

7. REI

Overview
Survey
Membership
Mobile
Connection

8. Focus on the customer

• Retail price is optimal for buyers
• Focus on quality and service
• High product knowledge
• High level of trust with customers
• Convenient process of shopping

9. Customer Sampling

Bay Area, California
Age group : 20-45 years
Exposed to high-technology
Total of 76 respondents

10.

Frequency of visits to REI (per year)
35,10%
5 or more times
13,00%
4 times
14,30%
3 times
20,80%
2 times
13,00%
1 time
Never
3,90%

11.

Top 5 attributes of Happy Customer
Sale
Deals/Discounts
Quality
Products
Dividend
Easy Returns
Knowledgeabl
e Staff

12. REI

Overview
Survey
Membership
Mobile
Connection

13.

14. REI

Overview
Survey
Membership
Mobile
Connection

15. REI Mobile App (iOS)

16. REI

Overview
Survey
Membership
Mobile
Connection

17. Connecting the dots…

Mobile
Social
Media
Internet
Customer
Value
Membership
VISA Card
In-Store

18. The company is known in America, Europe and Asia. Kazakhstan is the development prospect for REI.

19.

Thank You
for your attention