Cox and Kings

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PRIYA SAWALKAR B - 48

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COMPANY INTRODUCTIONFounded in 1758

250th Year Countdown Celebration Cox & Kings holds pride of place as the worlds longest established travel company. Our journeybegan when Cox & Kings was appointed as general agents to the regiment of Foot Guards inIndia. Today, more than 249 years later, Cox & Kings is the Destination ManagementCompany of choice in India, a one -stop travel solutions provider. Cox & Kings offers acomprehensive range of conference arrangements in the subcontinent, pertaining to every aspectof travel, anywhere around the globe and to suit every budget.At your Service Cox & Kings are truly the subcontinent experts, organising travel to India since 1758. Our twohundred and forty nine years of grand history gives us an unrivalled experience at organisingtravels throughout the subcontinent.One-stop-shop Cox & Kings presents the answer to all your needs under one roof, right from Business andCorporate Travel to Destination Management for groups and individuals and Incentive holidays,from Charters and Cruises handling to Outbound and Domestic Tourism. We also have our in-house foreign exchange division and a specialised cell for Conferences, Conventions andExhibitions & Trade Fairs.Cox & Kings promises an enriching journey, familiarising the traveller with a wide diversity of exotic leisure options. Meticulous planning, emphasis on safety, efficient staff and state-of-the-

art equipment form the foundation of each of our programmes.Network Cox & Kings has a network of 14 offices and 44 associate offices offering round the clock quality service. We have a strong web of International and domestic marketing arms for effectiveand successful worldwide congress promotion.Cox & Kings, India has over 25 associated offices connecting the length and breadth of India.


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Cox & Kings International Offices And Representatives: Cox & Kings has international offices and representatives in UK, USA, Japan, Germany, Spain,South Africa, Russia, Italy, Sweden and Australia. Cox & Kings worldwide business associate isRadius, with a network of over 4,640 branches around the world.Worldwide Business Associates: RADIUS, with a network of over 4,640 branches around the world. A global service that has setbenchmarking standards in the corporate travel community.Memberships that guarantee excellence Cox & Kings is members of some of the highest standards of excellence like TAAI, IATA,PATA, ASTA, IATO, ICCA and ICPB Charter, which guarantee the quality of services Cox &Kings offers.Hall of FameCox & Kings is undoubtedly the best destination manager in the country. It has won seven

National Awards for being the Best Conference Agent, of the country of which seven were in a

consecutive row. This prestigious award has been constituted by the Government of India,Department of Tourism to honour the best company in the field of conferences and incentives.Enjoy the Best of India & Beyond!Cox & Kings is constantly introducing innovative events andsuggestions to make every conference and event a memorable one.Cox & Kings were first todevelop a world-class cell for international conferences and conventions in India. Backed byover a decade of award winning performance and a team of industry experts who can efficientlyfuse modern amenities with local, this division is powered by a high-end platform of InformationTechnology that offers super-fast error free processing.

Cox & Kings caters for all aspects of Conference organising , Business Meetings, Event

Management, Seminars, Exhibitions, Product Launches and Incentives. Every event is fashionedto suit the specific requirements of our client and every detail handled with care, right from thepre event preparations, during the event itself and through to post event settlements. Extensiveplanning and considerable research ensure the most comprehensive & memorable conference forall our clients.Cox & Kings unveils a refreshingly different travel experience, not only acrossIndia but also across Nepal and Sri Lanka. India is fast emerging as one of the favoureddestination for meetings and conferences. It has a selection of world-class hotels and palaceresorts with the latest state-of-art facilities. Efficiently connected to the globe via air and road,high speed broadband Internet and Support facilities like video conferencing, hi-tech projectors,language interpretation capacities. India makes for a very comfortable meeting space. To add to

the efficiency are professional destination management services, strong infrastructure to conducttrainings, spacious venues offering a range of seating arrangements and a gamut of leisureactivities.Cox & Kings has also introduced the concept of which are exclusive. These are smalltouches, which go a long way in giving a taste of the essence of India. These include themedinners, theme nights and royal dinners, among others.India and Cox & Kings look forward totaking you through one of the most incredible conferencing experiences available!


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HISTORY OF COX & KINGS2008 marked the 250th anniversary of the foundation of Cox & Kings, the longest establishedtravel company in the world.

The companys history stretches back to the summer of 1758 when Richard Cox was appointedas regimental agent to the Foot Guards by his mentor, Lord Ligonier, the Commanding Officerof His Majestys Armed Forces.

The role of agent included the arrangement of payment of officers and men, the provision of clothing, serving as a go-between for the buying and selling of officers commissions, and actingupon any special requests from the regimental adjutant.

Regimental agents did not have a very good reputation before Cox, but such was his honesty,reliability and organisational ability that he made it a respectable business and Cox & Co soonbecame the agent for the majority of British regiments. By the end of the 18th century the

company served 14 cavalry, 64 infantry and 17 militia regiments. The companys business grewhand in hand with the British Empire, becoming involved in banking and shipping in addition toits other agency activities.

In the late 19th century, Henry S. King & Co was a rival bank and shipping agency, started byHenry Samuel King and subsequently run for over 45 years by his son, Henry Seymour King, anMP and renowned mountaineer. The company had particularly strong links with India. After theFirst World War the two companies merged as Coxs & Kings and moved into grand premiseson Pall Mall (now the site of the Sofitel St James Hotel). In 1923 the business was sold to LloydsBank and whilst the banking arm stayed with Lloyds (becoming the Cox & Kings branch, as it isstill known), the shipping agency became a separate company, running tours and organising thepassage of people and their belongings around the world, notably to Egypt, India and South Asia.

In 1970, Cox & Kings Agency was bought by Grindlays Bank as part of a deal with the IndianPrime Minister, Indira Gandhi, to develop tourism into the country, and so the modern history of the company began.

Cox & Kings has built on the tradition of high quality service and attention to detail establishedby Richard Cox over 250 years ago and it now provides travel arrangements of the highestcalibre in many of the most culturally and naturally fascinating parts of the world. The companyis now privately owned and has extended its expertise to cover the Indian Subcontinent, LatinAmerica, Africa, the Middle East, the Far East, Europe and Australasia.


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MARKETING MIX OF COX & KINGS

PRODUCT

1. Destination Management

2.Outbound Tourism

3.Business Travel

4.Incentive & Conference Solutions

5.Domestic Holidays

6.NRI

7.Trade Fairs

8.Foreign Exchange

9.Insurance

Destination Management

COX & KINGS is India's market leader in destination management, with substantial competitiveadvantage in this business segment. Cox & Kings operates a range of group and individual tours todestinations throughout the Indian subcontinent for clients from all over the world.

Cox & Kings overseas is a renowned travel brand and an Indian subcontinent tour specialist and beenquoted as one of the top 5 premium tour operators by 'Conde' Nast Traveller'. This division alsoprovides specialist services to foreign participants visiting India for international meetings,conferences, ad hoc incentives and exhibitions and also caters for domestic conferences and corporateincentives. Ground related services to international cruise companies touching Indian shore with aprovision of shore excursions are other leading activities of this division.

A destination management provides a ground service based on local knowledge of their givendestinations. These services can be transportation, hotel accommodation, restaurants, activities,

excursions, conference venues, themed events, gala dinners and logistics, as well as helping withovercoming language barriers. Destination management company (DMC) are able to providepreferential rates based on the buying power they have with their preferred suppliers.

A DMC is an incoming tour operator catering for both corporate and leisure clients. DMCs differfrom tour operators in that DMCs do usually not deal directly with end-clients, but trade throughagents, which may be tour operators.


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Outbound Tourism

Cox & Kings began a full-fledged in house tour operating activity by designing its own brochureproduct under exclusive arrangements with direct suppliers and local agents across the globe. Cox &

Kings has been undertaking path-breaking initiatives to reach out to the travelers through innovativeproducts. These include:

'Duniya Dekho' Holidays to Europe, USA, Far East, South Africa, Mauritius, Australia and NewZealand. For the "value for money" traveller.

Charges Under the Duniya Dekho Scheme-:

Name of Tour Duration Charges Discount

European

SplendoursSummer 19 D / 18 N INR 181,713 INR 54,514 Glimpse ofEurope - Winter 07 D / 06 N INR 112,811 INR 56,406

AmericanSplendoursSummer

20 D / 19 N INR 247,450 -------

CanadianExplorerSummer

13 D / 12 N INR 244,954 -------

Malaysia &SingaporeSummer

08 D / 07 N INR 107,950 INR 53,975

Orient &Magical FarEast Summer

13 D / 12 N INR 135,550 INR 67,775

AmazingAustraliaSummer

13 D / 12 N INR 264,156 INR 132,078

Kiwi SurpriseSummer 09 D / 08 N INR 139,214 -------

Magical ChinaSummer 11 D / 10 N INR 100,650 -------

Dubai DelightSummer 04 D / 03 N INR 17,750 -------

South AfricanAdventureSummer

09 D / 08 N INR 105,000 -------


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'FlexiHols' is a concept in holidaying where the traveller enjoys all the comforts and convenience of a planned holiday but at a pace & price that is set by him. This is targeted at the more discerning FreeIndividual Traveller.

Luxury Escapes - It takes a travel company that has been round for two hundred years, to knoweverything about royal treatment. Cox & Kings rolls out a whole new concept in Holidays - LuxuryEscapes. Spoil yourself. Get pampered rotten. Holiday like a king. Join us as we unveil country aftercountry laced with sinful indulgence and fine living. The finest luxury hotels in the world to the mostexclusive entertainment experiences await you. Cox & Kings also represents and retails manyinternational third party products including Cosmos, Rail Europe, Silver sea Cruises, Star Cruise, and Escorted Tours to USA etc.

NRI - The NRI Division of Cox & Kings caters to the Non Resident Indians who would like to travelaround the world with Indian families. Cox & Kings organizes special tours for these families wherethe NRI community would like to travel with like-minded families across the world. Duniya Dekho &FIT Packages are specifically designed for this Market Segment by this division

Business Travel

Cox & Kings are one of the market leaders in business travel services in India, offering a fullrange of business travel services to over 200 corporate clients, including major multinationalcompanies. C&K's strength in this business area is evident when one of the world's largestconglomerate in business travel - Radius the First truly global travel managementpartnership/consortium with merger of Travel Trust International and Woodside TravelManagement Corporation in 1992 selected Cox & Kings as their Indian partner.

C&K - Radius Overseas Travel Fulfillment Solutions through the Radius Brand

Leveraging the partnership with Radius, Cox and Kings can offer Travel Fulfillment Services toCorporate Clients who are having offices overseas or project teams working on site at theircustomers site, through its Radius Shareholders in the respective overseas regions. All travelrequirements will be controlled through the off shore 24 x 7 Travel Center based in Mumbai.

Incentive & conference solutions

Over 7000 incentives in the last 4 years make Cox and Kings the biggest player in Incentives. TheIncentive Solutions Division of Cox & Kings provides cost effective travel incentive schemes forclients that recognize and reward exceptional effort of its employees, customers, suppliers or dealers.A team of handpicked industry specialists committed to handling every aspect of an incentive / conference event are a part of this team.

Cox & Kings is a ONE STOP SHOP. They offer the following services all under one roof -


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Business Travel (Air tickets Domestic & International) Visas/Passport/Medical Insurance assistance Hotel bookings Car/Coach/Railway bookings Foreign Exchange

Leisure Travel (Overseas holidays land & cruise bookings) Destination Management(Domestic holidays & conference management)

Domestic Holidays

India with its large domestic consumer offers Cox & Kings a unique opportunity to launch its portfolioof 'domestic holidays' for people resident in India. Launched in 2000, 'Bharat Dekho' (see India) istoday's leading 'branded' product in the country with a wide range of 'Indian Holidays' from culturalholidays, pilgrim holidays, wildlife holidays, honeymoon tours, weekend getaways, customized FITTours to nature trails, Bharat Dekho has captured over 50% of the domestic market.

Some of the Tours offers under Bharat Dekho are-:

Name of Tour Duration Charges(Per Person)

Nainital, Mukteshwar ,Binsar & Corbett

08D / 07N INR 22627

Delhi, Agra & Jaipur 05D / 04N INR 13068Srinagar, Sonamarg &Gulmarg

05D / 04N INR 11041

Kathmandu & Pokhara 06D / 05N INR 16800Srinagar, Sonamarg,Gulmarg & Pahalgam

06D / 05N INR 13401

Chandigarh, Panchkula,Manali, Shimla & Kullu 08D / 07N INR 17046

Srinagar, Sonamarg,Gulmarg & Pahalgam

07D / 06N INR 15851

Delhi, Jaipur, Agra &Gwalior

07D / 06N INR 17848

Foreign Exchange

Cox & Kings has a full-fledged money changing division in Cox & Kings Offices servicing the needsof the corporate traveller and the leisure travel clients. A strong distributor of American ExpressTravellers' Cheques, Cox & Kings has been awarded 'Top Performer' for several years.

Travel Insurance

Policies for Leisure Domestic as well as International Travel and special Corporate Deals onInsurance covering an array of specialized travel areas, some of which are:


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Loss of baggage (checked) Bounced Hotel / Airline Bookings Missed connections Personal Accident Trip Cancellation due to hospitalisation, death or curfew.

Emergency Hospitalisation Death

Trade fairs

Cox & Kings Trade Fairs ensures that you make the most of your business trip and that the smallest of details are taken care of, right from confirmed accommodation, city center hotels during the fairperiod, and city tours to technical add-ons such as factory visits, buyer-seller meets and much more, allat the most attractive prices. Backed by a phenomenal trail of awards and expertise, Cox & Kingsoffers outbound tour management facilities and an array of value-added services that can arrange andhandle the most complex and exacting business trips anywhere in the world.

Cox & Kings a unique opportunity to launch its portfolio of 'Trade fairs' for people who take part inthe different trade fairs .

Some of the Tours offers under Trade Fairs are-:

Name of Tour Duration Charges(Per Person)

CeBIT 2010 Exhibitor's GroupPackage 1

07 D / 06 N INR 49990 + EUR 750

Hannover 2010 Visitor's GroupPackage

05D / 04N INR 49990 + EUR 650

Heimtextil 2010 Exhibitor'sGroup Package

07 D / 06 N INR 49990 + EUR 750

Wire & Tube 2010 Exhibitor'sGroup Package 07 Nts

06D / 05N INR 49900 + EUR 650

PRICE:

Pricing in tourism is a complex process. Pricing includes the prices of other services like Airtravel, Bus, Railways, Hotels, etc. All are included in tourism package. Pricing also depends on

the Geographic location of the destination.Pricing also depends on Seasonality. Seasonality is the most important factor in pricing. Tomatch demand and supply tourist managers try to get either discount.

COX AND KINGS does not believe that the customer should pay a premium for excellentservice and outstanding holidays. It is their policy to keep the prices as low as possible that isthey follow a Low Price Policy


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PLACE

Different distribution strategies are selected to reflect the company overall objectives. Tours as aproduct is distributed as a travel. Internet is also used widely. The middleman may be tour operators,who buy tours in bulk and make them available to travel agents who are retailers.

Different distribution strategies are selected for Tours marketing by C&K. There are also small agentspread all over the town/country who also play a role of place. C &K act as wholesalers and also act as

a retailer. The latest mode of reaching the customers is through Internet that is C&K has its ownwebsite from where information on the tours can be procured, direct booking can be done for whichthe payment can be made through the credit card. C&K also has its own offices from where bookingcan be done.

PROMOTION

Advertising and sales promotion in Tourism is very effective when supplemented bypublicity and personal selling. Public or PR (Public Relation) plays an important role intourism. It is also through recommendation of friends and relatives which is itself a biggestpromotion.Word-of-mouth is a very important tool of promotion in tourism. Research shows that about80% of the tourist visited different places on the persuasion of their friends and relatives andalso their own judgments.

C&K uses electronic, print and all sorts of media as tourism is a highly promoted industry. C&K givesprinted ads in The Times of India mentioning the special tours in it with the special prices offered bythem. Brochures are another form of communication provided by C&K to stimulate customers andmotivate them to buy. They are used to demonstrate in pictures and words the images and positioningof the product and the organizations. COX AND KINGS also advertises in newspapers. It also has atie up with leading publications for features on travel, which appear once a week.

PEOPLE It plays a most important part in tourism. In people, local people are very important,

that how they treat tourist. The travel agents, guides, staff, sales staff, etc of company they arethe people. Travel Company also like Railways, Air, etc. is included in people.
http://yoginvora.wordpress.com/2009/03/08/travel-tourism-industry/cock4/


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COX AND KINGS employs 2600 employees it has 13 offices in India and a network of over 500GSAs across the country (general sales agent).

PROCESS

The operation process of the COX AND KINGS is given in the form of sequential stepsinvolved in the delivery of the tours as a product.Provision of travel information Theinformation regarding the travel is provided at a convenient location where the potential touristseeks clarification about their proposed tour.COX AND KINGS also provides information through its website, newspaper ads and in SOTC

branches in the form of pamphlets.Preparation of itineraries It is a composition of series of operations that are required to plana tour. COX AND KINGS has fixed itineraries the customer can cancel the visit but it will notbe replaced by any other place.Liaison with providers of services Before any form of travel is sold over the counter to acustomer; contracts have to be entered with the providers of various services includingtransportation companies, hotel accommodation, coaches for local sightseeing etc.COX AND KINGS also has tie-ups with various 5-star hotels across the country.Planning and costing tours Once the contracts and arrangements are entered into, then the

task of planning and costing the tour, this will depend on the tour selected as well as individualrequirements. COX AND KINGS follows a low price policy that is they fix the tour price aslow as possible.Ticketing The computerized reservation system has in recent years revolutionized thereservation system for both rail and air travel.COX AND KINGS also book tours, air and rail tickets through their online access system.


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SERVICE MARKETING TRIANGLE IN

RELATION TO cox & kings

External Marketing: Setting the promiseIt involves marketing to the end users and is performed to capture the attention of the market andarouse intrest in the service.

Cox & Kings s External marketing:

250 years of service in the tourism industry. Presence in every mode of media to customers. 24 hours assistance service through call centres. Always out with attractive innovative ideas for planning the trips in favour of the customers. Excellent Customer Relatonship Management services. Offers available for customers of all economic classes.

Internal Marketing: Enabiling the promiseIts all about marketing to internal employess of the company. It is carried out to enableemployees to perform the service effectively and keep up the promise made to the customers.


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Cox & Kings s Internal marketing:

Updated technology processes to make work simpler for the employess. Effective internet and telecommunication techonologies installed for effective

functioning of and among all the offices.

Training, assistance and guidance provided to the employess to effectively fullfillcustomers requirements.

Intractive Marketing: Delivering thr promiseThis refers to the decisive moment of interaction between the front-office employees andcustomers, i.e. delivery service. This step is of utmost importance, because if the employeefalters at this level, all prior efforts made toward establishing a relationship with the customer,would be wasted.

Cox & Kings s Interactive marketing:

Providing travel services like FOREX and VISA. Updated status of the bookings to the customers. After tour services, like sharing of their experience. Fully trained front desk employees, with the lesson of customer is the king.


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GAP ANALYSIS OF cox & kings

A service firm may win by delivering consistently higher quality service than competitorsand exceeding customers experience. These expectations are formed by their past experiences,word of mouth and advertising. After receiving the service, customers compare the perceivedservice with the expected service. If the perceived service falls below the expected service,customers lose interest in the provider and vice versa. Thus Exceeding Customers HighestHopes is what a firm should constantly focus on to achieve success.

Gaps of Cox and Kings: The service provided though were excellent but customers expect a local and very

friendly approach and experience, whereas C&K are having very professional attitudeand approach.

The tours plannned were sometimes not accceptable with all the customers in the batch,customers like to have customised tours.

Customers look for easy to use one window booking and not a complicated one for onlinebooking.

Not favorable as compared to local tour and travel company for customers because thelocal ones treat customers as family and friends a nd not just customers.

Needs to advertise through regional media to tap the regional market.

Documents

Cox and Kings