You are on page 1of 21

CUSTOMER

LOYALTY
PROGRAMS
STORE: BIG BAZAAR, THE GREAT INDIA PLACE

INTRODUCTION
Loyalty Programs at Big Bazaar
Big Bazaar PROFIT CLUB
 A unique membership program where one can pay Rs. 10,000 and can shop for Rs.




1000 per month for the next 12 months i.e. Rs. 12,000 over a period of 12 months.
This card can be used across 215 + Big Bazaars, Food Bazaars and Fashion at Big
Bazaar stores across the country.
In case you miss shopping in a particular month, the amount can be carried forward
to the next month.
Members also receives the benefit of existing offers on their Payback cards and
T24 mobile services.
It can be used as a Gift Card for friends and family, like children living away from
home or parents residing in other cities etc.
It can also serve as an excellent Employee Incentive program for employees . It
can also be extended to business partners as a gift.

5% valueback and earn 10x reward points on purchases from FBB and Big Bazaar  Fuel surcharge waiver: 2.) . with just a single card  Customers can accumulate points across Future Group formats. Welcome gift of a FBB voucher worth Rs 500 and Annual gift of 2000 bonus reward points every year from 2nd year onwards  2.INTRODUCTION Loyalty Programs at Big Bazaar Payback Loyalty Program  With PAYBACK. Fashion Accessories and Footwear  Annual Fee: Rs 499. thereby making “shopping rewarding” FBB SBI STYLE UP Card  Flat 10% discount on Fashion Apparel.m. save and get rewarded  This program enables consumers to collect millions of points across online and offline partners. customers can shop.5 % (up to Rs 100 p.

10% on Apparel & Footwear  1 payback point for every ₹100 spent  Currently applicable in selected Big Bazaar stores in few locations . 8% on Stationary.INTRODUCTION Loyalty Programs at Big Bazaar Student Payback Card  Issued only to students on submission of a valid ID Proof and valid for a period of 1 year (can be renewed again by submission of student ID card proof)  Offers: 4% on Food.

CUSTOMER’S PERCEPTION Customer’s perception of the purpose of a Customer Loyalty Program To reward customers who purchase regularly 8 To make customers return to the store 10 To maintain and enhance the customer relationship To give customers a preferential service 11 2 To ensure that customers do not shop at competing stores 0 9 2 4 6 8 10 12 .

CUSTOMER’S PERCEPTION Main reason behind joining a Customer Loyalty Program 10% Just joined the Loyalty Program because it was being offered at the store Just joined the Loyalty Program because it was being offered at the store 10% 20% To be given first preference To be informed on time about specials/promotions To be treated uniquely To get rewards/perks To support good causes 53% 5% 3% To be given first preference To be informed on time about specials/promotions Count from sample survey (Sample Population40) 4 8 2 To be treated uniquely 1 To get rewards/perks 21 To support good causes 4 .

CUSTOMER EXPECTATIONS Chart Title Factors which will influence customers the most in using a Loyalty Card Habit of using loyalty card Depends on the products/ goods to be purchased 3 1 The actual reward must be something worthwhile/beneficial 13 Proximity of the store and convenience to you 10 Purchasing a substantial amount of goods 0 13 2 4 6 8 10 12 14 .

CUSTOMER EXPECTATIONS Rewards that are valued the most Funds donated to a charitable cause 1 Discounts/ coupons of goods/products 11 Deductions off your purchase 21 Cashback /cash vouchers 0 7 5 10 15 20 25 .

AWARENESS Awareness of the Customer Loyalty Programs of Big Bazaar 25% No Are you Count from aware of sample the survey Customer (Sample Loyalty Programs of PopulationBig Bazaar? 40) Yes 75% No 10 Yes 30 .

MEMBERSHIP Members of the Customer Loyalty Program of Big Bazaar 25 22 20 18 15 10 9 out of 18 are not interested to be a part of the loyalty program in the future 5 0 No Yes .

6% Rewards offered are not substantial enough. 44%   Membership of Customer Loyalty Program not offered Lack of trust in a Customer Loyalty Program Rewards offered are not substantial enough Count from sample survey (Sample Population-40)   5 1 8 Too many cards in possession 2 Not interested in other services pushed onto Customers 2 Grand Total 18 . 11% Membership of Customer Loyalty Program not offered. 11% Lack of trust in a Customer Loyalty Program. 28% Too many cards in possession.MEMBERSHIP Reasons for not joining a Customer Loyalty Program of Big Bazaar Not interested in other services pushed onto Customers.

COMPETITION 33% Do you own Count from Loyalty Cards sample survey from (Sample competing stores? Population-40) No 68% No 13 Yes 27 .

CUSTOMER’S PERCEPTION ON COMPETITION Is it a sign of disloyalty to own Loyalty Cards from competing stores? 25 20 15 10 5 0 No Yes .

CUSTOMER’S PERCEPTION ON COMPETITION Reason for No Loyalty in Customer Loyalty Programs It’s called loyalty but it is not really loyalty 2 Stores should compete with each other for customer loyalty 5 Need of the best product available 2 Tend to lean towards the program with the better rewards 6 Get the most rewards out of whichever program available 0 7 1 2 3 4 5 6 7 8 .

CUSTOMER LOYALTY PROGRAMS 1. Customer Loyalty Programs allow customers to build a long-term relationship with stores/organizations 33 5 0 0 Strongly Disagree: 1 Disagree: 2 2 Neutral: 3 Agree: 4 Strongly Agree: 5 .

CUSTOMER LOYALTY PROGRAMS 2. Customers will always join Customer Loyalty Programs because they give customers ‘something for nothing’ 22 6 6 4 2 Strongly Disagree: 1 Disagree: 2 Neutral: 3 Agree: 4 Strongly Agree: 5 .

CUSTOMER LOYALTY PROGRAMS 3. Customer Loyalty Programs encourage you to be loyal to that store/organization 16 13 8 2 1 Strongly Disagree: 1 Disagree: 2 Neutral: 3 Agree: 4 Strongly Agree: 5 .

Customer Loyalty Programs are waste of time and the rewards are not substantial enough 13 13 12 1 Strongly Disagree: 1 1 Disagree: 2 Neutral: 3 Agree: 4 Strongly Agree: 5 .CUSTOMER LOYALTY PROGRAMS 4.

5% 21 18 Neutral: 3 15 18 45% 10 Satisfied: 4 21 52.FEEDBACK Highly Dissatisfied :1 25 Dissatisfied 20 :2 0 0% 1 2.5% 0 0% 5 Highly 0 Satisfied: 5 0 Satisfaction level of Big Bazaar Profit Club 1 0 .

FEEDBACK Satisfaction level of FBB SBI STYLE UP Card Highly Dissatisfied :1 0 0% 25 Dissatisfied :2 5 12.5% 20 Neutral: 3 26 65% Satisfied: 4 9 9 22.5% Highly Satisfied: 5 0 0% 30 26 15 10 5 5 0 0 0 .

5% Satisfied: 4 7 7 17.5% 0 0% Highly Satisfied: 5 0 .FEEDBACK Satisfaction level of Student Payback Card 35 31 30 25 20 15 10 5 0 2 0 Highly Dissatisfied: 1 0 0% Dissatisfied: 2 2 5% Neutral: 3 31 77.