Customer Loyalty Programs of Big Bazaar

7/21/2019 Customer Loyalty Programs of Big Bazaar

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CUSTOMERLOYALTY

PROGRAMSSTORE: BIG BAZAAR, THE GREAT INDIA PLACE


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INTRODUCTIONLoyalty Programs at Big Bazaar

Big Bazaar PROFIT CLUB

A unique membersi! !r"#r$m %ere "ne &$n !$' Rs. 10,000 $n( &$n s+ !er m"n- )"r -e ne.- +/ m"n-s i*e. Rs. 12,000 "0er $ !eri"( ")

Tis &$r( &$n be use( $&r"ss /+1 2 Bi# B$3$$rs, 4""( B$3$$rs $n( 4$siB$3$$r s-"res $&r"ss -e &"un-r'*

In &$se '"u miss s"!!in# in $ !$r-i&u5$r m"n-, -e $m"un- &$n be &$rri

-" -e ne.- m"n-* Members $5s" re&ei0es -e bene6- ") e.is-in# "7ers "n -eir Paybac ca

T2# mobil$ s$r%ic$s.

I- &$n be use( $s $ &i't Car! )"r )rien(s $n( )$mi5', 5i8e &i5(ren 5i0in# $%"me "r !$ren-s resi(in# in "-er &i-ies e-&*

I- &$n $5s" ser0e $s $n e.&e55en- (m)loy$$ I"c$"ti%$ )rogram )"r em!&$n $5s" be e.-en(e( -" business !$r-ners $s $ #i)-*


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INTRODUCTIONLoyalty Programs at Big BazaarPaybac Loyalty Program

9i- P*+B*C, &us-"mers &$n s"!, s$0e $n( #e- re%$r(e(

Tis !r"#r$m en$b5es &"nsumers -" coll$ct millio"s o' )oi"ts $&r"ss "n5ine!$r-ners, %i- ;us- $ sin#5e &$r(

Cus-"mers &$n $&&umu5$-e !"in-s $&r"ss 4u-ure Gr"u! )"rm$-s, -ereb' m$8ire%$r(in#=

FBB -BI -T+L( UP Car!

45$- 10(is&"un- "n 4$si"n A!!$re5, 4$si"n A&&ess"ries $n( 4""-%e$r

Annu$5 4ee: Rs #//> 9e5&"me #i)- ") $ 4BB 0"u&er %"r- Rs 00 $n( Annu$bo"s r$ar! )oi"ts e0er' 'e$r )r"m /n('e$r "n%$r(s

2. %al$bac $n( e$rn 103 r$ar! )oi"ts "n !ur&$ses )r"m 4BB $n( B

4ue5 sur&$r#e %$i0er: 2. 4) to Rs 100 ).m.5


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INTRODUCTION

Loyalty Programs at Big Bazaar-t!$"t Paybac Car!

Issue( "n5' -" s-u(en-s "n submissi"n ") $ 0$5i( ID Pr"") $n( 0$5i( )"r $+ 'e$r ?&$n be rene%e( $#$in b' submissi"n ") s-u(en- ID &$r( !r"")@

O7ers: # o" Foo!, 6 o" -tatio"ary, 10 o" *))ar$l 7 Foot$

1 )aybac )oi"t 'or $%$ry 8100 s)$"t Curren-5' $!!5i&$b5e in se5e&-e( Bi# B$3$$r s-"res in )e% 5"&$-i"ns


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CU-TO9(R:-P(RC(PTION

To $"sr$ t;at cstom$rs !o "ot s;o) at com)$ti"g stor$s

To gi%$ cstom$rs a )r$'$r$"tial s$r%ic$

To mai"tai" a"! $";a"c$ t;$ cstom$r r$latio"s;i)

To ma$ cstom$rs r$tr" to t;$ stor$

To r$ar! cstom$rs ;o )rc;as$ r$glarly

, / A B C

/

2

6

Cstom$r:s )$rc$)tio" o' t;$ )r)os$ o' a Cstom$r Loyalty


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CU-TO9(R:-P(RC(PTION

+

/

1

1

+

9ai" r$aso" b$;i"!


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CU-TO9(R(P(CT*TION-

Prc;asi"g a sbsta"tial amo"t o' goo!s

Pro3imity o' t;$ stor$ a"! co"%$"i$"c$ to yo

T;$ actal r$ar! mst b$ som$t;i"g ort;;il$@b$"$?cial

D$)$"!s o" t;$ )ro!cts@ goo!s to b$ )rc;as$!

abit o' si"g loyalty car!

, / A B C

1

D

C;art Titl$Factors ;ic; ill i"E$"c$ cstom$rs t;$ most i" si"g a Loya


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CU-TO9(R(P(CT*TION-

C$sb$&8 &$s 0"u&ers

De(u&-i"ns "7 '"ur !ur&$se

Dis&"un-s &"u!"ns ") #""(s!r"(u&-s

4un(s ("n$-e( -" $ &$ri-$b5e &$use

1 + +1 /

++

+

R$ar!s t;at ar$ %al$! t;$ most


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**R(N(--

2

G

*ar$"$ss o' t;$ Cstom$r Loyalty Programs o'

No +$s

*r$ yoaar$ o

t;$CstomLoyalty

ProgramsBig Baza

No

+$s


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9(9B(R-IP

No +$s0

10

1

20

2

16

22

9$mb$rs o' t;$ Cstom$r Loyalty Program o'

9 out of 18 are not interestedto be a part of the loyalty

program in the future


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9(9B(R-IP

Membersi! ") Cus-"mer L"'$5-' Pr"#r$m n"- "7ere(> /

L$&8 ") -rus- in $ Cus-"mer L"'$5-' Pr"#r$m>

Re%$r(s "7ere( $re n"- subs-$n-i$5 en"u#>

T"" m$n' &$r(s in !"ssessi"n> ++

N"- in-eres-e( in "-er ser0i&es !use( "n-" Cus-"mers> ++

R$aso"s 'or "ot


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CO9P(TITION

No

Do yo o"Loyalty Car!s

'romcom)$ti"g

stor$sH

sa

P

No

+$s


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P(RC(PTION ONCO9P(TITION

N" Yes0

10

1

20

2

Is it a sig" o' !isloyalty to o" Loyalty Car!s 'rom com)$ti"g


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P(RC(PTION ONCO9P(TITION

&$t t;$ most r$ar!s ot o' ;ic;$%$r )rogram a%ailabl$

T$"! to l$a" toar!s t;$ )rogram it; t;$ b$tt$r r$ar!s

N$$! o' t;$ b$st )ro!ct a%ailabl$

-tor$s s;ol! com)$t$ it; $ac; ot;$r 'or cstom$r loyalty

It:s call$! loyalty bt it is "ot r$ally loyalty

, + / E A 1

2

2

R$aso" 'or No Loyalty i" Cstom$r Loyalty Progra

CU-TO9(R LO+*LT+


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CU-TO9(R LO+*LT+PRO&R*9-

S-r"n#5' Dis$#ree: + Dis$#ree: / Neu-r$5: E A#ree: S-r"n#5' A#ree: 1

0 0

DD

2

1. Cstom$r Loyalty Programs allo cstom$rs to bil! a lo"gIt$rm r$latio"s;i) it; stor$s

CU-TO9(R LO+*LT+


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S-r"n#5' Dis$#ree: + Dis$#ree: / Neu-r$5: E A#ree: S-r"n#5' A#ree: 1

2

#

K

22

K

2. Cstom$rs ill alays


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-tro"gly Disagr$$M 1 Disagr$$M 2 N$tralM *gr$$M # -tro"g1

6

1K

1

. Cstom$r Loyalty Programs $"corag$ yo to b$ loyal to t;at stor$@o

CU-TO9(R LO+*LT+


18/21


S-r"n#5' Dis$#ree: + Dis$#ree: / Neu-r$5: E A#ree: S-r"n#5' A#re

1

1D

12

1D

1

#. Cstom$r Loyalty Programs ar$ ast$ o' tim$ a"! t;$ r$ar!s ar$ "ot sbsta


19/21

F((DB*C

0

10

1

20

2

0

1

16

21

-atis'actio" l$%$l o' Big Bazaaig;ly

Dissatis?$!

M 10 0

Dissatis?$!

M 21 2.

N$tralM 16 #

-atis?$!M # 21 2.

ig;ly

-atis?$!M 0 0


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F((DB*C

0

10

1

20

2

0

0

2K

/

-atis'actio" l$%$l o' FBB -BI -T+L( UP Car! ig;lyDissatis?$!

M 1

Dissatis?$!M 2

N$tralM

-atis?$!M #

ig;ly

-atis?$!M


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F((DB*C

0

10

1

20

2

0

0

2

1

G

-atis'actio" l$%$l o' -t!$"t Paybac Car! ig;lyDissatis?$!M

10

Dissatis?$!M

2 2

N$tralM

-atis?$!M # G

ig;ly

-atis?$!M 0

Customer Loyalty Programs of Big Bazaar

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