Customer Retention Strategies

EXECUTIVE SUMMARY
This study is intended to help big bazaar Belagavi decide upon the steps to be
taken care for “Customer Retention Strategies” so that the growth of the company
keeps on improving. Primary data have been used for analysis. However, secondary
source have yielded preliminary information.
Research conducted was descriptive in nature. Descriptive research helped me

to develop the concept to clearly establish priorities, to divulge adequate information
which helped me indecision making and thus essential for making the study a success.
A structured questionnaire was used to obtain required information and to

assess “Customer Retention Strategies ” at big bazaar Belagavi and to find the ways
through which the company can come up to the expectation of customer so that the
company can achieve maximum sales. I have used random sampling for my survey.
Care was taken that the respondents were as diversified as possible. A sample size of
100 respondents was taken from Belagavi. I collected data and analyzed them. I have
critically analyzed each and every question in the questionnaire and then given the
managerial implication. This analyzed data was later converted into bar diagrams
and pie charts for convenience. This also made it easy to draw a conclusion based
research and provide a presentable format for the report. Later on the information
were compiled to form a presentable report. Along with this I also learnt the store
operation of big bazaar. A better strategy to satisfy customer is to gain customer
attention by conducting proper Customer Retention Strategies. Strategy must be in
all area like Promotional offer/Scheme, Product Pricing, Employee behavior, Billing
Process, Product quality etc. It is found in the research that customers are price
sensitive hence big bazaar should give those offers which can facilitate more money
saving as the customers are price sensitive. Ultimately it would benefit big bazaar.
Table of contents
CHAPTER No. TITLE
Declaration from Student
Certificate from Company Guide
Certificate from Internal Guide
Director's Certificate
Acknowledgement
Chapter Scheme
Executive Summary
1 INTRODUCTION
Background of the Study
Statement of the Problem
Objectives of the Study
2 LITERATURE REVIEW
3 RESEARCH METHODOLOGY
Research Design
Sample Design
Data Sources
Data Analysis Tools
Limitations of the Study
4 COMPANY PROFILE
Background of the Company
Vision, Mission & Quality Policy
Organization Chart
Product Profile
Area of Operation
Business Practices
Future Plans
Achievements & Awards
SWOT Analysis
5 DATA ANALYSIS
6 FINDINGS
7 CONCLUSIONS
8 SUGGESTIONS
9 BIBLIOGRAPHY
10 APPENDIX
INTRODUCTION
THE RETAIL INDUSTRY IN INDIA
The Indian retail industry has emerged as one of the most dynamic and fast-
paced industries due to the entry of several new players. It accounts for over 10 per
cent of the country‘s Gross Domestic Product (GDP) and around 8 per cent of the
employment. India is the world‘s fifth-largest global destination in the retail space.
The Indian retail industry is one of the fastest growing in the world. Retail
industry in India is expected to grow to US$ 1.3 trillion by 2020, registering a
Compound Annual Growth Rate (CAGR) of 16.7 per cent over 2015-20.
India is the fifth largest preferred retail destination globally. The country is
among the highest in the world in terms of per capita retail store availability. India‘s
retail sector is experiencing exponential growth, with retail development taking place
not just in major cities and metros, but also in Tier-II and Tier-III cities. Healthy
economic growth, changing demographic profile, increasing disposable incomes,
urbanization, changing consumer tastes and preferences are the other factors driving
growth in the organized retail market in India.
India‘s population is taking to online retail in a big way. The online retail
market is expected to grow from US$ 6 billion to US$ 70 billion during FY15-FY20.
Increasing participation from foreign and private players has given a boost to
Indian retail industry. India‘s price competitiveness attracts large retail players to use
it as a sourcing base. Global retailers such as Wal-Mart, GAP, Tesco and JC Penney
are increasing their sourcing from India and are moving from third-party buying
offices to establishing their own wholly-owned/wholly-managed sourcing and buying
offices.
The Government of India has introduced reforms to attract Foreign Direct
Investment (FDI) in retail industry. The government has approved 51 per cent FDI in
multi-brand retail and increased FDI limit to 100 per cent (from 51 per cent) in single
brand retail.
STRONG GROWTH IN THE INDIAN RETAIL INDUSTRY
 The retail sector in India is emerging as one of the largest sectors in the
economy.
 By 2015, the total market size is estimated to be around US$ 600 billion,
thereby registering a CAGR of 7.45 per cent since 2000.
 Retail industry is expected to grow to US$ 1.3 trillion by 2020, registering a
CAGR of 9.7 per cent between 2000-2020
Market Size
The Boston Consulting Group and Retailers Association of India published a
report titled, ‗Retail 2020: Retrospect, Reinvent, Rewrite‘, highlighting that India‘s
retail market is expected to nearly double to US$ 1 trillion by 2020 from US$ 600
billion in 2015, driven by income growth, urbanization and attitudinal shifts.
The report adds that while the overall retail market is expected to grow at 12
per cent per annum, modern trade would expand twice as fast at 20 per cent per
annum and traditional trade at 10 per cent.
Retail spending in the top seven Indian cities amounted to Rs 3.58 trillion
(US$ 53.7 billion), with organized retail penetration at 19 per cent as of 2014. Online
retail is expected to be at par with the physical stores in the next five years.
Government Initiatives
The Government of India has taken various initiatives to improve the retail
industry in India. Following are some of the initiatives:
 The Ministry of Urban Development has come out with a Smart National
Common Mobility Card (NCMC) model to enable seamless travel by metros and
other transport systems across the country, as well as retail purchases.
 IKEA, the world‘s largest furniture retailer, bought its first piece of land in
India in Hyderabad, the joint capital of Telangana and Andhra Pradesh, for
building a retail store. IKEA‘s retail outlets have a standard design and each
location entails an investment of around Rs 500–600 crore (US$ 75–90 million).
 The Government of India has accepted the changes proposed by Rajya Sabha
select committee to the bill introducing Goods and Services Tax (GST).
Implementation of GST is expected to enable easier movement of goods across the
country, thereby improving retail operations for pan-India retailers.
 The Government has approved a proposal to scrap the distinctions among

different types of overseas investments by shifting to a single composite limit,
which means portfolio investment up to 49 per cent will not require government
approval nor will it have to comply with sectorial conditions as long as it does not
result in a transfer of ownership and/orcontrol of Indian entities to foreigners. As a
result, foreign investments are expected to be increase, especially in the attractive
retail sector.
FUTURE GROUP
Future Group is an Indian private conglomerate, headquartered in Mumbai.

The company is known for having a significant prominence in Indian retail and
fashion sectors, with popular supermarket chains like Big Bazaar and Food Bazaar,
lifestyle stores like Brand Factory, Central etc. and also for having notable presence in
integrated foods and FMCG manufacturing sectors. Future Retail (initially Pantaloons
Retail India Ltd (PRIL)) and Future Lifestyle Fashions, two operating companies of
Future Group, are among the top retail companies listed in BSE with respect to assets,
and in NSE with respect to market capitalization.
On May 2012, Future Group announced 50.1% stake sale of its fashion chain
Pantaloons to Aditya Birla Group in order to reduce its debt of around INR 8000
crores. To do so, Pantaloons fashion segment was demerged from Pantaloons Retail
India Ltd; the latter was then merged to another subsidiary—Future Value Retail Ltd
—and rechristened Future Retail Ltd.
Future Group is a corporate group and nearly all of its businesses are managed
through its various operating companies based on the target sectors. For e.g., retail
supermarket/hypermarket chains Big Bazaar, FBB, Food Bazaar, Food Hall,
Hometown etc. are operated through its retail hand, Future Retail Ltd, while its
fashion outlets Brand Factory,Central, Planet Sports etc. are operated via another of
its subsidiaries, Future Lifestyle Fashions. With these many fashion outlets and
supermarket, the group also promotes respectively, its fashion brands like Indigo
Nation, Spalding, Lombard, Bare etc., and FMCGs like Tasty Treat, Fresh & Pure,
Clean Mate, Ektaa, Premium Harvest, Sach etc. It also has operating companies to
cater specifically to internal financial matters and consulting within its group of
companies.
Future group is one of India‘s leading business house with multiple businesses
spanning across the consumption space. Future group is the country‘s leading business
group that caters to the entire Indian consumption space. It operates through six
verticals:
1. Future retail: Encompassing all lines of retail business.
2. Future capital: Financial Products and Services.
3. Future brands: All brands owned or managed by group companies.
4. Future Space: Management of retail real estate.
5. Future Logistics: Management of supply chain and distribution
6. Future Media: Development and management of retail media spaces

FUTURE RETAIL
As India‘s leading retailer, Future Retail inspires trust through innovative

Offerings, quality products and affordable prices that help customers achieve a better
quality of life every day. We serve customers in 95 cities across the country through
over 10 million square feet of retail space.
Future Retail is the flagship company of Future Group, India‘s retail pioneer
catering to the entire Indian consumption space. Through multiple retail formats, we
connect a diverse and passionate community of Indian buyers, sellers and businesses.
The collective impact on business is staggering: Over 300 million customers walk into
our stores each year and choose products and services supplied by over 30,000 small,
medium and large entrepreneurs and manufacturers from across India. This number is
set to grow.
We operate multiple retail formats in both the hypermarket, supermarket and

home segments of the Indian consumer market including:
BIG BAZAR - A UNIQUELY INDIAN HYPERMARKET CHAINSFBB -

Fashion at Big Bazaar Affordable fashion destinations aimed to make India
Thoda aur stylish
 Food Bazaar - a supermarket chain that blends the look and feel of Indian
bazaars with modern retail aspects like choice, convenience and quality.
 Food Hall - a premium lifestyle food destination
 Hometown - One-stop destination for every need of the aspirational

Indianhome owner
 EZone - EZone brings to you the latest in electronics at the lowest prices
BIG BAZAAR: COMPANY PROFILE
Type : Public Company
Industry : Retailing
Chairman : Kishore Biyani
Founded : 2001
Head Quarter : Mumbai
Product : Hypermarket
No of Employees : More than 36000
Parent : Future Group
Divisions : 214
Slogan : Making India Beautiful
Big Bazaar is not just another hypermarket; it caters to every need of your
family. Where Big Bazaar scores over other stores is its value for money proposition
for Indian customers.
We guarantee that at Big Bazaar you will definitely get the best products at the
best prices. With the ever-increasing array of private labels, it has opened doors in the
world of fashion and general merchandise, including home furnishings, utensils,
crockery, cutlery, sports goods and much more at prices that will surprise you. And
this is just the beginning. It is market where customers can buy the best goods at
cheapest price & also all the goods under one roof. Here, one finds over170,000
products under one roof that cater to every need of a family, making Big Bazaar
India‘s favorite shopping destination
STATEMENT OF THE PROBLEM
―Customer Retention Strategies at Big Bazaar BELAGAVI‖
OBJECTIVE OF THE STUDY:
1. To study the retention strategies at Big Bazaar.
2. To study the impact of customer loyalty

program on customer retention.
3. Identifying the effect of Non-monetary on customer retention.
4. To analyze customer referral through

customer retention strategies
LITERATURE REVIEW
Customer retention refers to the ability of a company or product to retain its

customers over some specified period. High customer retention means customers of
the product or business tend to return to, continue to buy or in some other way not
defect to another product or business, or to non-use entirely. Selling organizations
generally attempt to reduce customer defections. Customer retention starts with the
first contact an organization has with a customer and continues throughout the entire
lifetime of a relationship and successful retention efforts take this entire lifecycle into
account. A company’s ability to attract and retain new customers is related not only to
its product or services, but also to the way it services its existing customers, the value
the customers actually generate as a result of utilizing the solutions, and the reputation
it creates within and across the marketplace. Successful customer retention involves
more than giving the customer what they expect. Generating loyal advocates of the
brand might mean exceeding customer expectations. Creating customer loyalty puts
‗customer value rather than maximizing profits and shareholder value at
the center of business strategy‘ Customer retention is an outcome that is the result
of several different antecedents as described below Customer satisfaction: Research
shows that customer satisfaction is a direct driver of customer retention in a wide
variety of industries. Despite the claims made by some one-off studies, the bulk of the
evidence is unambiguously clear: there is a positive association between customer
satisfaction and customer retention/ though the magnitude of the association can vary
based on a whole host of factors such as customer, product, and industry
characteristics. Some companies and individuals have created mathematical models to
evaluate customer satisfaction.
Customer delight: Some scholars argue that in today's competitive world, merely
satisfying customers is not enough; firms need to delight customers by providing
exceptionally strong service. It is delighted customers who are likely to stay with the
firm, and improve overall customer retention.[7] More recently, it has been argued
that customer delight may be more strongly applicable to hedonic goods and
services rather than for utilitarian products and services. 9 associate with the process
of switching from one provider to another.‖ Customers usually encounter three types
of switching costs: (1) financial switching costs (e.g., fees to break contract, lost
reward points); (2) procedural switching costs (time, effort, and uncertainty in
locating, adopting, and using a new brand/provider); and (3) relational switching
costs (personal relationships and identification with brand and employees). A recent
meta-analysis examined 233 effects from over 133,000 customers and found that all
three types of switching costs increased customer retention—however, relational
switching costs have the strongest association with customer repurchase intentions
and behavior.
Customer relationship management: Acknowledging the social and relational
aspects— especially those embedded in services—it has been argued that firms can
increase retention by focusing on managing customer relationships. Relationship
management occurs when firms can take a longer-terms perspective, rather than a
transactional perspective to managing their customer base. However, it should be
noted that all long-term customers are not profitable, and worth retaining;
sometimes, short-term transactional customers can be more profitable for the firm.
[9] As such, companies may have to strategically develop a framework to manage
unprofitable customers.
Customer lifetime value enables an organization to calculate the net present
value of the profit an organization will realize on a customer over a given period of
time. Retention Rate is the percentage of the total number of customers retained in
context to the customers that approached for cancelation.
2 RESEARCH SAMPLE
SAMPLING PLAN:
Since it is not possible to study whole universe, it becomes necessary to take
sample from the universe to know about its characteristics.
 Sampling Units : Customers of Big Bazaar Belagavi.
 Sample Technique : Random Sampling.
 Research Instrument : Structured questionnaire.

 Contact method : Personal interview
SAMPLE SIZE:
The work is a case of Big Bazaar one of the Retail Sector industry together
representing great percent to the market share of Indian retail sector. The survey was
conducted in the city of Belagavi with 50 customers as respondent.
SOURCES OF DATA:
Primary Source:
The primary data was collected by means of a survey. Questionnaires were
prepared and customers of the big bazaar Belagavi were approached to fill up the
questionnaires. The questionnaire contains 15 questions which reflect on the type of
loyalty services provided by the big bazaar Belagavi to its customers. The response
of the customers. Is recorded on a grade scale. The filled up information was later
analyzed to obtain the required interpretation and findings.
Secondary Source:
In order to have a proper understanding of the customer service of big bazaar
Belagavi a depth study was done from the various sources such as books, a lot of
data is also collected from the official website of the big bazaar and the articles from
the various search engines like Google, yahoo search and answer.com
DATA COLLECTION TOOL:
Data is collected from various customers through personal interaction. Some other
information is collected through secondary data also. Data was collected through a
structured questionnaire, Likert technique issued. Likert scale is simply a statement which
the respondent is asked to evaluate according to any kind of subjective or objective
criteria, generally the level of agreement and disagreement is measured.
The questionnaire consists of questions relating to the customers views on the

sales promotions activities and pricing strategy conducted at big bazaar and customers
views on their shopping experience in big bazaar.
LIMITATIONS OF STUDY:
 Study only explains about the loyalty and effectiveness of customer retention
Strategy at Big Bazaar Belagavi.
 The customers were hesitating to respond to the question, it is difficult to get

the proper response.
 The opinion varied from customer to customer.
 Some customers were not serious during giving their response to the que
4. COMPANY PROFILE
FUTURE GROUP
Type Private
Industry Retailing, Insurance, Logistics, Media
Founder Kishore Biyani (MD & CEO)
Headquarters Mumbai, Maharashtra, India
Products Integrated Foods and Other FMCGs
Services Supermarkets, Hypermarkets, Discount Stores,
Insurance, Logistics, Media
Net income 960.18 crore (US$140 million)
Number of employees 35,000
Divisions Future Retail Ltd.(BSE: 523574,NSE: FRL),
Future Lifestyle Fashion Ltd., Future Consumer
Enterprise Ltd., Future Supply Chains Ltd.,
Future Brands Ltd., Future Capital Holdings
Ltd.
Website www.futuregroup.in
www.futurebazaar.com
Future Group is an Indian private conglomerate, headquartered in Mumbai.

The company is known for having a significant prominence in Indian retail and
fashion sectors, with popular supermarket chains like Big Bazaar and Food Bazaar,
lifestyle stores like Brand Factory, Central etc. and also for having notable presence in
integrated foods and FMCG manufacturing sectors. Future Retail (initially Pantaloons
Retail India Ltd (PRIL)) and Future Lifestyle Fashions, two operating companies of
Future Group, are among the top retail companies listed in BSE with respect to assets,
and in NSE with respect to market capitalization.
On May 2012, Future Group announced 50.1% stake sale of its fashion chain
Pantaloons to Aditya Birla Group in order to reduce its debt of around INR 8000
crores. To do so, Pantaloons fashion segment was demerged from Pantaloons Retail
India Ltd; the latter was then merged to another subsidiary—Future Value Retail Ltd
—and rechristened Future Retail Ltd.
Future Group is a corporate group and nearly all of its businesses are managed
through its various operating companies based on the target sectors. For e.g., retail
supermarket/hypermarket chains Big Bazaar, FBB, Food Bazaar, Food Hall,
Hometown etc. are operated through its retail hand, Future Retail Ltd, while its
fashion outlets Brand Factory, Central, Planet Sports etc. are operated via another of
its subsidiaries, Future Lifestyle Fashions. With these many fashion outlets and
supermarket, the group also promotes respectively, its fashion brands like Indigo
Nation, Spalding, Lombard, Bare etc., and FMCGs like Tasty Treat, Fresh & Pure,
Clean Mate, Ektaa, Premium Harvest, Sach etc. It also has operating companies to
cater specifically to internal financial matters and consulting within its group of
companies.
Future group is one India‘s leading business house with multiple businesses
spanning across the consumption space. Future group is the country‘s leading business
group that caters to the entire Indian consumption space. It operates through six
verticals:
 Future retail: Encompassing all lines of retail business.
 Future capital: Financial Products and Services.
 Future brands: All brands owned or managed by group companies.
 Future Space: Management of retail real estate.
 Future Logistics: Management of supply chain and distribution
 Future Media: Development and management of retail media spaces
Future Group was founded on a simple idea: Rewrite rules, retain values. This
fundamental belief created a new kind of marketplace, forever transforming Indian
retail. Today our core values continue to guide how we do business and improve the
quality of life of the people we serve.
At Future Group we are committed to being a catalyst of positive change in the
communities, societies and business sectors in which we operate. We envision India‘s
transformation into the legendary 'Sone Ki Chidiya' (golden bird), taking wings once
again to reach greater heights.
BIG BAZAR - A UNIQUELY INDIAN HYPERMARKET CHAINS
 FBB - Fashion at Big Bazaar Affordable fashion destinations aimed to make India
Thoda aur stylish
 Food Bazaar - a supermarket chain that blends the look and feel of Indian bazaars
with modern retail aspects like choice, convenience and quality.
 Food Hall - a premium lifestyle food destination
 Hometown - One-stop destination for every need of the aspirational Indian home-
owner.
 EZone - EZone brings to you the latest in electronics at the lowest prices
BIG BAZAR COMPANY PROFILE
Type : Public Company
Industry : Retailing
Founded : 2001
Head Quarter : Mumbai
Product : Hypermarket
No of Employees : More than 36000
Parent : Future Group
Divisions : 214
Slogan : Making India Beautiful
Big Bazaar is not just another hypermarket; it caters to every need of your
family. Where Big Bazaar scores over other stores is its value for money proposition
for Indian customers.
We guarantee that at Big Bazaar you will definitely get the best products at the
best prices. With the ever-increasing array of private labels, it has opened doors in the
world of fashion and general merchandise, including home furnishings, utensils,
crockery, cutlery, sports goods and much more at prices that will surprise you. And
this is just the beginning. It is market where customers can buy the best goods at
cheapest price & also all the goods under one roof. Here, one finds over170,000
products under one roof that cater to every need of a family, making Big Bazaar
India‘s favoriteshopping destination .
BELAGAVI BIG BAZAAR PROFILE:
Name : BIG BAZAAR (Division of Future value Retail ltd.)
Address : S.No.28/3-BKhanapurroadAngol,Tilakwadi,Belagavi
Established : 19 June 2007
Nature : Retail Business
Store Manager : Raghu. J
Work force Belagavi : 90
Store Build-up Area: 57,400 square feet
Total Retail Area : 32,889 square feet

Infrastructure Facilities:
It consists of three floors and a basement Back office at underground. Building
is fully equipped with all basic requirements, AC (Air Cooler) and music facility for
entertainment of Customer.
HISTORICAL BACKGROUND
The first Big Bazaar store, with an area of about 24,000 square feet, opened on
VIP Road, Kolkata in August 2001. This was followed by stores in Hyderabad,
Bangalore, Mumbai and Gurgaon. The initial categories on offer were apparel,
general merchandise and food. Later, several brands from categories like electronics,
furniture, music, communications and books were added to the bouquet of products.
Big Bazaar implemented SAP in 2005 to run its stores in the most efficient manner
that technology could provide.
25 years ago, future group has begun their pioneering journey transforming the
Indian retail landscape, whole-heartedly believing in rewriting rules and retaining
values. Today, their deep footprint across India and landmark growth is testament to
our enduring values.
2014:
 Future Group partnered with the Fortune 500 company and one of the largest
online shopping destination, Amazon
 Future Consumer Enterprises Limited acquired one of the India's oldest
supermarket chains in India with origins dating back to 1905 ,Nilgiris.
 Future Supply Chain acquired New Delhi based processed-foods supply chain
company, Brattle Foods
 Future Group partnered with world's leading customer science company,
dunnhumby for data analytics services
 Future Group announced its strategic tie-up with SAP company hybris, that
delivers Omni Commerce™: state-of-the-art master data management for
commerce and unified commerce processes to its clients.
 India's First Mega Food Park was inaugurated by India's Honourable PM Shri
Narendra Modi at Tumkur Karnataka.
 Central completed its 10 glorious years of serving customers
 Hometown underwent a complete makeover with a new tagline, 'The Art of
Better Living', logo and in-store branding.
 Future Group's premium food destination Food hall launched in Saket, New
Delhi.
 Big Bazaar and Ezone were voted as one of the Top 50 Most Trusted Brands in
the country in the Brand Equity Survey 2013 conducted by Nielson. The
survey also revealed that Big Bazaar is the 4th Most Trusted Service Brand of
the country
 FBB ties up with India's largest Beauty Pageant Femina Miss India 2014
 A New Generation Big Bazaar, Big Bazaar Family Centre was launched at
Alcove in Kolkata on January 6, 2014
2013:
 Food hall, the premium lifestyle food destination launched in Pune.

 Our fashion brand Central opens its new store in Centre Square Mall, Kochi.
 First batch of Future India Fellowship program started with 5 selected fellows
across the country. The fellowship aims to create thought leaders of tomorrow.
 Future Group successfully introduced 'Big Bazaar Direct' an assisted shopping

concept where franchises will sell Big Bazaar products through a catalogue on
a 'tablet'.
 Future Group introduced brand new fashion format 'I am In' for trendy youth of
the country.
2012:
 Big Bazaar introduced an exciting occasion for shopping 'April Utsav'.
 Future Group officially launched India's largest State of the Art Logistical
Distribution Hub at Nagpur.
 Big Bazaar introduced a unique customer membership program 'Big Bazaar
Profit Club.'
 Food hall, the premium lifestyle food destination launched in New Delhi.
2010:
 Future Group launches its telecom brand T24 in partnership with Tata
Teleservices to provide additional loyalty benefits to its customers.
 Future Group launches products in key FMCG categories through Sach, a brand
co-created with Sachin Tendulkar.
 Future Group connects over 4000 small and medium Indian manufacturers and
entrepreneurs with consumers.
2009:
 Future Group celebrates its first Shopping Festival across all retail formats in
key Indian cities.
 Future University starts its campuses in Ahmadabad, Bangalore and Kolkata to
offer degree programs through a tie-up with IGNOU.
 Future Group partners with Hong Kong-based Li & Fung Group to strengthen
its supply chain and logistics network across the country.
2008:
 Future Capital Holdings becomes the second group company to make a
successful Initial Public Offering (IPO) in the Indian capital market.
 Total operational retail space crosses the 10 million square feet mark.
 Future Group acquires rural retail chain Aadhar from the Godrej Group, which
has a presence in 65 rural locations.
 Big Bazaar crosses the 100-store mark, marking one of the fastest expansions of
the hypermarket format anywhere in the world.
2007:
 Pantaloon Retail wins the International Retailer of the Year award at US-based
National Retail Federation convention in New York, and Emerging Retailer of
the Year award at the World Retail Congress held in Barcelona.
 Future Group crosses the $1 billion turnover mark.
 Specialized companies in retail media, logistics, IPR and brand development
and retail-led technology services become operational.
 Online portal Futurebazaar.com becomes India's most popular shopping portal.
2006:
 Future Capital Holdings, the group's financial arm, is formed to manage over
$1.5 billion in real estate, private equity and retail infrastructure funds.
 Future Group enters into joint venture agreements to launch insurance products
with Italians.
 Future Group forms joint ventures with US office stationery retailer Staples.
 Home Town, the home building and improvement products retail chain, is
launched along with consumer durables format Ezone and furniture chain
Furniture Bazaar.
2005:
 Future Group moves beyond retail and acquires a stake in Galaxy
Entertainment, Indus League Clothing and Planet Retail.
 Future Group sets up Kshitij, India's first real estate investment fund, to build a
chain of shopping malls.
2004:
 Future Group launches India's first seamless mall, Central, in Bangalore.
2002:
 Food Bazaar, the supermarket chain is launched.
2001:
 Future Group launches three Big Bazaar stores within a span of 22 days in
Kolkata, Bangalore and Hyderabad.
1997:
 Future Group enters modern retail with the launch of the first 8000-sq. ft. store
Pantaloons in Kolkata.
1995:
 Future Group launches John Miller, a brand for Formal shirts.
1994:
 The Pantaloon Shoppe, Future Group's exclusive menswear store in a franchisee
format is launched across the nation. The company starts distribution of
branded garments through multi-brand retail outlets across the nation.
1992:
 Initial Public Offer (IPO) of shares by the Company
1991:
 BARE, an Indian denim brand is launched.
1987:
 The company is incorporated under the name of Manz Wear Private Ltd.
 Pantaloons, one of India‘s first formal trouser brands, are launched.
BOARD OF DIRECTORS
Mr. Kishore Biyani Managing Director
Mr. Gopikishan Biyani Wholetime Director
Mr. Rakesh Biyani Wholetime Director
Mr. Ved Prakash Arya Director
Mr. Shailesh Haribhakti Independent Director
Mr. S Doreswamy Independent Director
Ms. Bala Deshpande Independent Director
VISION AND MISSION:
VISION:
Future group shall deliver everything, everywhere, every time for every Indian
consumer in the most profitable manner.
MISSION:
We share the vision & belief that our customer & stakeholder shall be served
only by creating & executing future scenarios in the consumption space leading to
economic development.
We will be trendsetters in evolving delivery formats, creating reality, making
consumptions affordable for all customer segments for class & for masses.
We shall infuse Indian brand with confidence & renewed ambition. We shall
be efficient, cost-conscious & committed to quality in whatever we do.
We shall ensure that positive attitude, sincerity, humanity& united
determination shall be the driving face in making us a success.
QUALITY GUARANTEE:
All products sold at Big Bazaar are guaranteed to be sold at a good price and
of good quality.
PRICE GUARANTEE:
If within 2 days of purchase, you find a product of the same brand/quality
available at a lesser price, please bring it back to us within 10 days along with the cost
memo & we will double the value of the price difference.
EXCHANGE GUARANTEE:
We guarantee the exchange of any product that you bought from Big Bazaar &
are not satisfied with. Please return it with cash memo within 7 days of purchase
(conditions apply)
ORGANIZATION STRUCTURE: BIG BAZAAR
DEPARTMENTAL STUDY:
 Administration Department:
Store administration department comes under Store Manager. This
department is responsible for the monitoring, housekeeping, security and legal
license

Logistics:
This department is responsible for the stock receiving, verifying,
making inward and sending stocks to the respected departments. This
department scans all the products with the help of pos machine
 IT Department:
This department is responsible for the maintaining all computer systems of
the stores, all billing machine their functioning and networking with the master
machine.
This department is responsible for the collection of sales amount (cash
sales, Credit sales, etc.). The sales amount collected throughout the day by the
cashier has to be submitted to this department at the end of everyday
 Marketing Department:
This department is responsible for conducting promotional activities

related to all products, services and related offers through different Medias like
Television, Newspaper, and Holdings etc. Authorized person is responsible to
visit different companies and has to look after for tie-ups.
 Visual Merchandise Department:
This department is responsible for the product arrangement in store with

respect to ―Merchandising Manual‖. The basic function of this dept is it divides
the store into some departments based on the nature of the product. Within the
department it decides how the products should be arranged by keeping customers
in mind.
 HR Department:
Human Resource Department mainly looks after employees and their

problems. The main functions of this department are like Recruitment, Selection,
Training and development.
 Maintenance Department:
This department is responsible for complete stores maintenance, such as electricity,

lifts, cleaning and so on.
SIGNIFICANT FEATURES OF BIG BAZAAR:
 The Food Bazaar or the grocery store with the department selling grocery items,
fruits and vegetables
 Furniture Bazaar or a large section dealing with furniture.
 Electronics Bazaar or the section concerned with electronic goods and cellular
phones
 Futurebazaar.com or the online shopping portal which makes shopping easier
 As one can shop many products of Big Bazaar at the same price from home.
 T 24 is a section dealing with Mobiles and Recharge coupons
 CSD: customer service department
 Home fashion department
 Fashion at big bazaar (apparels men‘s, women‘s&kids)
 Foot wear department
 Plastic department
 Utensils department
 Crockery department
 Stationery department
 Bakery department
 Luggage and baggage department
 Navaras - The Gold Bazaar

 Kids section
 Star & Sitara
 Toys &sports department
PRODUCT PROFILE:
Big Bazaar Pvt., Ltd operates as a hypermarket that offers fashion and general
merchandise including home furnishings, utensils, crockery, cutlery, sports goods,
electronics, toys, footwear, men's and women's apparel, accessories such as
sunglasses, watches, and handbags, luggage, fruits, vegetables, and stationary
products. The company sells its products through its retail stores located nationwide.
OTHER PRODUCTS LIKE:
 Cosmetic products
 Watches and Sunglass
 Men, Ladies, & Kids wears
 Foot wears
 Electronics
 Furniture
 Plastic Items
 Vegetables and Fruits
 Toys and depot(music, stationary, book

Area of Operations:
Big Bazaar Operates in 109 locations all over India.
S.No. STORE NAME FORMAT CITY ZONE
1 BB-HYDERABAD-ABIDS-MAHESHWARI Big Bazaar Hyderabad South
2 BB-KOLKATA-V.I.P. ROAD Big Bazaar Kolkata East
3 BB-BANGALORE-KORAMANGALA Big Bazaar Bangalore South
4 BB-MUMBAI-LP-PHOENIX Big Bazaar Mumbai West
5 BB-MUMBAI-MULUND-RUNWAL Big Bazaar Mumbai West

ARCADE
6 BB-GURGAON-SAHARA MALL Big Bazaar Gurgaon North
7 BB-NAGPUR-LAND MARK Big Bazaar Nagpur West
8 BB-AHMEDABAD-RUDRAPOINT Big Bazaar Ahmadabad Central
9 BB-BHUBANESHWAR-FORUM Big Bazaar Bhubaneswar East
10 BB-NASIK-THE ZONE Big Bazaar Nasik West
11 BB-AHMEDABAD-KANKARIA Big Bazaar Ahmadabad Central
12 BB-GHAZIABAD-EDM-KAUSHAMBI Big Bazaar Ghaziabad North
13 BB-KOLKATA-HILAND PARK-THE Big Bazaar Kolkata East

METROPOLIS
14 BB-THANE-LAKE CITY MALL Big Bazaar Mumbai West
15 BB-DURGAPUR-CITY CENTRE Big Bazaar Durgapur East
16 BB-MUMBAI-KANDIVLI-GROWEL 101 Big Bazaar Mumbai West
17 BB-BANGALORE-BANSHANKARI- Big Bazaar Bangalore South

KATHRIGUPPA
18 BB-SANGLI-NEW PRIDE Big Bazaar Sangli West
19 BB-VISHAKHAPATNAM- Big Bazaar Vizag South

DWARAKANAGAR
20 BB-NEW DELHI-WAZIRPUR Big Bazaar NCR North
21 BB-NEW DELHI-INDERLOK-PARSVNATH Big Bazaar NCR North

METRO MA
22 BB-INDORE-TREASURE ISLAND Big Bazaar Indore West

23 BB-LUCKNOW-SAHARA MALL Big Bazaar Lucknow North
24 BB-NEW MUMBAI-VASHI-RAGHULEELA Big Bazaar Mumbai West

MALL
25 BB-PUNE-FUN N STOP Big Bazaar Pune West
26 BB-CHENNAI-ANAND RAM DEVELOPER Big Bazaar Chennai South
27 BB-TRIVANDRUM-M.G.ROAD Big Bazaar Trivandrum South
28 BB-ALLAHABAD-CIVIL LINE Big Bazaar Allahabad North
29 BB-RAJKOT-KALAWAD ROAD Big Bazaar Rajkot Central
30 BB-BANGALORE-SHANTINAGAR Big Bazaar Bangalore South
31 BB-PUNE-PIMPRI-PREMIER PLAZA Big Bazaar Pune West
32 BB-HYDERABAD-AMEERPET Big Bazaar Hyderabad South
33 BB-JAIPUR-MGF Big Bazaar Jaipur North
34 BB-BANGALORE-KSRTC-MYSORE ROAD Big Bazaar Bangalore South

BUS STN
35 BB-MANGALORE-BEJAI KAVOOR ROAD Big Bazaar Mangalore South
36 BB-KANPUR-ANCHOR STORE Big Bazaar Kanpur North
37 BB-AHMEDABAD-HIMALIYA MALL Big Bazaar Ahmadabad Central
38 BB-THRISSUR-OPP ASHWINI HOSPIT Big Bazaar Thrissur South
39 BB-BANGALORE-OLD MADRAS ROAD Big Bazaar Bangalore South
40 BB-AMBALA-RAIMARKET-MINERVA Big Bazaar Ambala North

COMPLEX
41 BB-KOLKATA-JADAVPUR-ORBIT MALL Big Bazaar Kolkata East
42 BB-NAGPUR-WARDHMAN-POONAM'S Big Bazaar Nagpur West

CITY PULSE
43 BB-MEERUT-MELANGE THE MALL Big Bazaar Meerut North
44 BB-AGRA-FATEHBADROAD-PACIFIC Big Bazaar Agra North

TAJ
45 BB-PALAKKAD- CITY CENTRE Big Bazaar Palakkad South
46 BB-PUNE-SINHGAD ROAD-PARVATI Big Bazaar Pune West

47 BB-HALDIA-AKASH GANGA MALL Big Bazaar Haldia East
48 BB-NOIDA-GREAT INDIA PLACE Big Bazaar Noida North
49 BB-MUMBAI-MUMBAI CENTRAL- Big Bazaar Mumbai West

ORCHID CITY CEN
50 BB-PUNE-BIBIWADI-MAHAVIR PARK Big Bazaar Pune West
51 BB-HYDERABAD-CHIKKAD PALI Big Bazaar Hyderabad South
52 BB-BANGALORE-HEBBAL-MARUTHI AR Big Bazaar Bangalore South
53 BB-SURAT-KAMDHENU CORP Big Bazaar Surat Central
54 BB-BANGALORE-GATEWAY Big Bazaar Bangalore South

JAYANAGAR
55 BB-MUMBAI-SANTACRUZ-MILAN MALL Big Bazaar Mumbai West
56 BB-COIMBATORE-OPPANNAKARA-STRE Big Bazaar Coimbatore South
57 BB-PANIPAT-MITTAL'S MEGA MALL Big Bazaar Panipat North
58 BB-SALKIA Big Bazaar Kolkata East
59 BB-BURDHWAN-JELKHANA MORE Big Bazaar Burdwan East
60 BB-KOLHAPUR-SHIVAJI UDYAMNAGAR Big Bazaar Kolhapur West
MULTIPLEX
90 BB-AHMEDNAGAR-MANMAD HIGHWAY Big Bazaar Ahmednagar West
91 BB-JAIPUR-CITY SQUARE MALL-TONK Big Bazaar Jaipur North

ROAD
92 BB-ZEERAKHPUR Big Bazaar Chandigarh North
93 BB-KOLKATA-LICBLDG-J.LNEHRU Big Bazaar Kolkata East

ROAD
94 BB-TRIVANDRUM-OLD KALPANA Big Bazaar Trivandrum South

THEATRE
95 BB-CHENNAI-PONDY BAZAAR- Big Bazaar Chennai South

THYAGARAJA ROAD
96 BB-LUDHIANA- G.T. ROAD WEST Big Bazaar Ludhiana North
97 BB-BHARUCH-SHALIMAR TALKIES Big Bazaar Bharuch Central

98 BB-BARODA-SEVENSEAS MALL Big Bazaar Baroda Central
99 BB-MYSORE-CHAMARAJPURAM Big Bazaar Mysore South
100 BB-SURAT-RING ROAD-CROSSWAY Big Bazaar Surat Central
101 BB-LUCKNOW-RIVERSIDE MALL Big Bazaar Lucknow North
102 BB-AGRA-RATAN MALL-PROFESSSOR'S Big Bazaar Agra North

COLONY
103 BB-HYDERABAD-TARNAKA Big Bazaar Hyderabad South
104 BB-GHAZIABAD-ADITYA MALL Big Bazaar Ghaziabad North
105 BB-MUMBAI-GHATKOPAR Big Bazaar Mumbai West
106 BB-NASHIK-DEOLALI-URBAN SPACE Big Bazaar Nasik West
107 BB-NEW DELHI-RAJOURI GARDEN Big Bazaar NCR North
108 BB-TINSUKIA-RUNGAGORA ROAD Big Bazaar Tinsukia East
109 BB-MUMBAI-ANDHERI(W) Big Bazaar Mumbai West

BUSINESS PRACTICES:
7 Ps OF MARKETING
Marketing mix is a deciding factor in formulating marketing techniques for the

success of aparticular brand, commodity or company. The components of marketing
mix are:
 Product
Price
 Promotion
Place
 People
Process
 Physical Evidence
PRODUCT :
Big Bazaar offers the maximum variety for each category of product and this
is cited by thecustomers as one of the main reasons why they like shopping at the
hypermarket. The product is thesame in every store in the city but the brand options
are more in Big Bazaar. Also, the quantity for each product is not limited to large
packs only. Observations also revealed that local brands ofpopular commodities, like
diapers, sugar, wheat flour garments etc., are very popular in Big Bazaarstores. These
products are never advertised but offer huge margin on sales. In this way lower middle
class customers are targeted well. The commodities sold by the retail chain also
includes its ―own products‖ which get a ready distribution network.
PRICE:
Price is the critical point in a competitive industry. Big Bazaar works on a low
cost model. Itconsiders its discounted price as its USP. There is an average discount of
7-8% on all items inrespect to their MRP. Prices of products are low because it is able
to secure stock directly from themanufacturer. There are huge synergies in terms of
bulk purchasing, central warehousing andtransportation. These all factors help the
retailer to keep low prices. Survey indicated that low priceswere the biggest factor in
customers‘ mind while coming to Big Bazaar. It has never focused ongiving
greatservices, but laid emphasis only on low prices to attract crowd.
PROMOTION:
Big Bazaar has huge promotion budgets. The biggest idea behind all
advertisements is to makepeople do bulk shopping. After talking to the store manager
I found out that there are 2 types‘ ofpromotional strategies. One is the holistic
advertisement which promotes the brand and createsawareness among people. It is not
targeted at promoting each store but only creates an image of Big Bazaar as low-cost
shopping option. The store has advertised through TV, road shows and alsostarted
reality show-typed promotional campaign ―The Big Bazaar Challenge.‖ Promotions
like―Sabse Sasta Din‖ are a very successful strategy to get footfall.Other type
of promotion is the particular store oriented promotion which includes speaking on the
Loudspeaker in nearby blocks. Leaflets are given in local newspaper. There are
promotional effortseven inside the store. During the survey, it was noticed that Buy 2
Get 1 Free type of promotionsare very common. Original prices are cut down and new
prices are shown, of which customer takes .quicknotice. There are loyalty schemes
which reward regular clients. Promotion is also done through co-branded credit cards
with ICICI bank.
PLACE:
Place means the location of the business. Big Bazaar has always worked on
low-cost locations. Ittargets semi-urban population with its placement. Its strategy is
to find a cheap location and it nevergoes for hot spots in the city.It is it relied on
promotional activities to make up for unattractivelocations. The channel of place is
company owned stores to have complete control. Another strategyused by Big Bazaar
to overcome location disadvantage is use of internet. It has launched a merchandise
retailing website www.futurebazaar.com which targets high-end customer‘s ready
touse credit cards. Therefore Big Bazaar has made headway into a potentially high-
yielding sector oonline trade. Internet as place has put them in a profitable position
because there is minimal expenseof maintaining a website. The promotion of this
website is done through advertisement on Google.The website is put as sponsored
link.
PEOPLE:
 They are one of the key assets for any organization. The salient features of staff
of Big Bazaar are: -
 Well-trained staff, the staff employed by Big-Bazaar is well-suited for modern

retail.
 Well-dressed staff improves the overall appearance of store.
 Employees are motivated to think out-of-the-box. Retail sector is in growth

stage, so staffis empowered to take innovative steps.
 Employs close to 10,000 people and recruits nearly 500 people every month.
 Use of technology like scenario planning for decision making.
 Multiple counters for payment, staff at store to keep baggage and security
guards at everygate, makes for a customer-friendly atmosphere
PROCESS:
 The goods' dispatch and purchasing area has certain salient features which
include: -
 Multiple counters with trolleys to carry the items purchased.
 Proper display / posters of the place like (DAL, SOAP, etc.).
 Home delivery counters also started at many places.
PHYSICAL EVIDENCE:
It deals with the final deliverable or the display of written facts. This includes
the current system and available facilities.
PROMOTION activities AT BIG BAZAAR

The Great Exchange Offer
Big Bazaar announced The Great Exchange Offer with a ―Bring anything old
and take anything new‖ concept at the Landmark store. Under the exchange offer, old
garments, utensils, furniture, plastic ware, newspapers or just about anything was
weighed and valued and customers were given exchange coupons. The customer could
redeem the coupons before the due date on the condition that he/she shops four times
the value of the coupon. There were also direct exchanges on mobiles and electronic
goods during the period with attractive discounts on new purchases. The prices fixed
by Big Bazaar were: clothes (Rs 200 per kg), newspaper (Rs 25 per kg),
plastics/utensils/leather goods (Rs. 75 per kg),footwear/luggage (Rs. 100 per kg),
Pet/beer bottles (Rs 15 per kg), tyres (Rs 50 per kg), furniture (Rs 75 per kg) and
others (Rs 20 per kg). These exchange values were found to be almost 4 to 5times
higher than the road side ―kabariwala‖. For the consumer, this offer aimed at helping
thehousewife clean out the junk while getting a good value for it. The coupons availed
by the customer were equivalent to a 25% discount on products that could be
purchased under thisoffer. For Big Bazaar, this promotion campaign helped boosting
sales during the period ofFebruary and March as it has been noticed that these months
are dull months for consumer buying
Print Ad for the Great Exchange Offer
Wednesday Bazaar – Hafte Ka Sabse Sasta Din
In January 2007, Big Bazaar introduced a Wednesday Bazaar concept called

―HafteKaSabseSasta Din‖ with the aim to give homemakers the power to save the
most on this day of the week. Wednesday Bazaar offers clothes, accessories and
fashion jeweler and personal care production greater discounts. In the hypermarkets or
supermarkets business, it is noted that the highest footfalls generated by these stores
are mostly on the weekends or on national holidays. Therefore, it becomes very
important for the retailer to plan certain offers in such a manner that it can attract
people on the weekdays too. For the customers, Wednesday Bazaar is the
―HafteKaSabse Sasta Din‖ which the customers leverage on and for Big
Bazaar; Wednesday Bazaar is an opportunity to maintain footfalls to its standards on
weekdays too. For Big Bazaar, Wednesday Bazaar is a concept, which it intends to
run on a long-term basis. For which the aim is to inculcate in the minds of customers
that every Wednesday is a day of greater savings at Big Bazaar. It is therefore,
incumbent on the brand to have the offer grow and create deep impact on the minds of
the customers. It has tried to do this in the following ways:
Below the line activities for Wednesday Bazaar involves:

• Visual merchandizing promoting the offer with the help of danglers,
Signage‘s, standees, etc.
• Frequent announcements made by the staff inside the store on a regular basis.
Above the line activities for Wednesday Bazaar involves:
• TVC on popular entertainment channels like Sony, Star Plus, Set Max, & Star One.
• Newspaper ads on Wednesday in the local dailies, Sakal and Times of India
Sabse Saste Char Din (Big days)
―26 Jan Republic Day a National Holiday ―Big Bazaar Marketing

Department gave a new thought on this day in 2006 they started a new shopping
festival, i.e. SabseSaste Char Din. None of the retail industry was aware about this
surprise shopping festival. Big Bazaar did it in its own way!! They showed this
National holiday can be celebrate in festival mode , while doing shopping Big bazaar
thrower up to 65% of on each & every products in the store for three days. So the
promotion was called Sabse Saste Char Din.
Other Methods of sales promotion in big bazaar
1. Price Promotions
2.
3. Coupons
Coupons are another, very versatile, way of offering a discount. Consider the
following examples of the use of coupons:
 On a pack to encourage repeat purchase
 In coupon books sent out in newspapers allowing customers to redeem the

coupon at a retailer
 A cut-out coupon as part of an advert
 On the back of till receipts
The key objective with a coupon promotion is to maximize the redemption rate – this
is the proportion of customers actually using the coupon. It must be ensured when
a company uses coupons that the retailers must hold sufficient stock to avoid
customer disappointment.
Use of coupon promotions is often best for new products or perhaps to encourage
sales of existing products that are slowing down.
3. GIFT WITH PURCHASE
The "gift with purchase" is a very common promotional technique. In this

scheme, the customer gets something extra along with the normal good purchased. It
works best for
 Subscription-based products (e.g. magazines)
 Consumer luxuries (e.g. perfumes)
4. COMPETITIONS AND PRIZES

This is an important tool to increase brand awareness amongst the target
consumer. It can be used to boost up sales for temporary period and ensure usage
amongst first time users.
5. MONEY REFUNDS
Here, a customer receives a money refund after submitting a proof of purchase

to the manufacturer. Customers often view these schemes with some suspicion –
particularly if the method of obtaining a refund looks unusual or onerous.
6. FREQUENT USER / LOYALTY INCENTIVES
Repeat purchases may be stimulated by frequent user incentives. Perhaps the

best examples of this are the many frequent flyer or user schemes used by airlines,
train companies, car hire companies etc.
7. POINT-OF-SALE DISPLAYS
Shopping habits are changing for the people living in metropolitan cities.
People prefer big retail outlets like Big Bazaar to local kirana stores. Most of the
decisions of buying are taken by the virtue of point-of-sale displays in these retail
outlets.
8. GIFT VOUCHER
10. FESTIVE OFFERINGS:
11. SEASONAL OFFERINGS:

12CONTESTS:
A contest is an event in which two or more individuals or teams engage in

competition against each other, often for a prize or similar incentive.
For Eg: Whichever customer has its highest Bill Value between the period of 7p.m to
9p.m, gets himself registered at the counter would get a Fridge as prize.
13. BIG BAZAAR'S `JUNK' SWAP OFFER
Big Bazaar launched a promotional offer, with the slogan, "Bring anything old
and take something new".A press release issued by the company says the customer can
bring anything old, such as newspaper, and get coupons issued in exchange of the junk.
The customer can redeem the coupons before the due date on the condition that he/she
shops four times the value of the coupon. The prices fixed by Big Bazaar are: clothes
(Rs 200 per kg), newspaper (Rs 25 per kg), plastics/utensils/leather goods (Rs. 75 per
kg), footwear/luggage (Rs. 100 per kg), Pet/beer bottles (Rs 15 per kg), tyres (Rs 50 per
kg), furniture (Rs 75 per kg) and others (Rs 20 per kg).
CUSTOMER RETNTION AND CUSTOMER LOYALTY
Customer loyalty schemes are an effective way to improve your customer-retention

levels. The high cost of bringing in new business compared to retaining existing clients is
undisputed so increasing your customer retention can significantly boost bottom-line profits.
And yet many firms are missing a trick when it comes to building customer loyalty.
In a competitive marketplace where customers find it easy to switch supplier, loyalty
schemes are an effective way to increase customer retention and improve your profitability. If
you want to build a loyal clientele, keeping the customer satisfied isn't always enough. The fact
that your customers are satisfied doesn't stop them from taking their business to a competitor
who offers them something extra.
To increase loyalty, you need to recognize and reward your best customers. A loyalty
scheme can be used to incentivize and delight your most valued customers. That in turn can do
wonders for your profitability.
The advantages of loyalty schemes

Loyalty initiatives allow you to focus on your best customers and improve customer satisfaction
levels. Loyal customers buy more and are often willing to pay more, which boosts your cash
flow. By increasing loyalty, you can increase profitability and extend the time they place their
business with you.
Loyal customers are also good for your business because they become your best
advocates. They recommend you to others, saving you marketing costs. A loyal customer's
endorsement is more powerful to their friends and family than any advertising campaign.
Devising the right loyalty scheme
Customers like loyalty schemes because they feel they are getting rewarded for giving
you their business. So your scheme needs to offer customers something they will appreciate.
However, it should also be devised with profit in mind.
Getting to know your customers
The data generated by a loyalty scheme can also be used to improve your bottom line.
Loyalty Programmes put the spotlight on customer behavior. They can show you your best
clients - and highlight your worst.
It can be more profitable to lose bad customers than to gain new ones. While your best
customers may be bringing in the lion's share of your profit, your worst customers - bargain-
hunters that spend little and only buy discounted goods - can actually cost you money. Your
loyalty scheme can significantly improve this scenario by rewarding customers and actively
dissuading the worst.
Loyalty schemes can also be used to win back lapsed customers. These customers are
much easier to win over than cold prospects. They know you and you know them, their buying
history and where and how to reach them.
The data generated by a loyalty scheme can offer other valuable insights. It can highlight
defection patterns and can also help you improve your product range and stock selection.
Knowing what your best customers frequently buy helps you choose which lines to stock - and
which lines to expand
CUSTOMER RETENTION STRATEGES AT BIG BAZAAR
1. T24
2. Pay Back Card
3. Students Pay Back Cards
4. Profit Club Membership
 T24:
T24 will provide customers with a dual advantage all 24 hours of the day—‗Shop More, Talk
More‘ and‗Talk More, Shop more‘. Shopping and talking on our mobile phones are among the
two favorite activities for all of us in India. With T24, we have been able to develop a unique
customer value proposition that combines these interests of the inspirational Indian.
Customers will get shopping benefits for talking and talk-time benefits each time they shop.
We believe that with our partners, Tata Teleservices Limited, we have been able to develop a
differentiated offering in the crowded telecom space and also increase the loyalty we enjoy among
the millions of customers who patronize our stores.
T24 (Talk 24) tariff plans reflect the competitive per-second rates being offered for pre-paid
customers
on Tata Teleservices Limited‘s GSM network. In addition, customers will be rewarded with free
talk-
time for every purchase at Future Group Stores starting at Rs.10 to a maximum of Rs.350. Plans will
keep evolving to offer ever-more attractive options to the customer.
2. PAY BACK CARDS:
At Future Group, we believe in building long-lasting relationships with customers. We

encourage repeat customer visits through our unique offers and special sale days. Future Group
has taken the whole concept of customer loyalty to the next level by joining hands with PAYBACK.
PAYBACK is India‘s largest and one of Europe‘s most successful multi-partner loyalty programs.
With PAYBACK, customers can shop, save and get rewarded. This program enables consumers to
collect millions of points across online and offline partners , with just a single card. Customers can
accumulate points across Future Group formats , thereby making ―shopping rewarding‖.
What Is PAYBACK?
PAYBACK is Europe's leading customer loyalty program, headquartered in Germany,
with a total of 25.5 million active cardholders in Germany and Poland. In India,
PAYBACK consolidated its position after taking a major stake in I-Mint. Today, with more
than 30 partners with 1,500 outlets and 10 million card members, it‘s the only program
which works with market leading pan-India players from the banking, travel, petroleum
and online sectors such as
3. STUDENT PAY BACK CARDS:
These cards are the same as the normal pay back cards, but these cards are
particularly for students above 18. With STUDENTS PAYBACK, students
can shop, save and get rewarded. This program enables students to collect
millions
of points across online and offline partners – with just a single card. Students
can accumulate points across Future Group formats , thereby making
―shopping rewarding‖.
 PROFIT CLUB MEMERSHIP:

At Big Bazaar we have always tried understanding our customer‘s better keeping
in mind their love for better bargains and getting maximum value out of each rupee they
spend. This has always pushed us to think innovatively and striving to continuously
giving our customers additional reasons to shop.
 Times are tough and we understand that this is the time when we need to stand by our
customers.
 Hence, to share the burden of running our customer‘s household the idea of Big Bazaar
PROFIT CLUB was born.
 Big Bazaar PROFIT CLUB is the most innovative product that the Indian Retail Market
has ever witnessed. It offers an unmatched value proposition to its customers. 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 fbb- 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 of the Big Bazaar PROFIT CLUB will also receive the benefit of existing
offers on their Payback cards and T24 mobile services.
 The Big Bazaar PROFIT CLUB Card can be used as a Gift Card for your friends and
family, like children living away from home or parents residing in other cities etc.
The Big Bazaar PROFIT CLUB Card can also serves as an excellent Employee Incentive
program for your employees . It can also be extended to your business partners as a gift.
5. Big bazaar shopping festival
With the most awaited festive season of the year just round the corner, India‘s most popular
Retail chains operated by Future Group brings back the largest and the most extravagant 12 days
shopping carnival ‘The 12 Months FREE Shopping Festival’. Future Group’s 11 major brands .Are
coming together to give its customers free shopping experience for 12 months through a never before
Cash back offer. Starting from 1st October, 2014 to 12th of October, 2014 ‘The 12 Months FREE
Shopping Festival’ will be held in more than 100 cities and across all the stores of Big Bazaar, Food
Bazaar, fbb, Central, e-zone, Home Town, Big Bazaar Direct, Brand Factory, Foodhall, I am in
and Planet Sports. From daily household needs to apparels, furniture, electronics, home décor,
exotic gift hampers, fitness products and more; ‘The 12 Months FREE
Shopping Festival’will ensure there is something for everyone in the family, to shop for and
Thereby enjoy incredible savings across all categories. The cumulative shopping this festive
season will reap benefits like never before. Customers can avail Cash back upto Rs. 3,00,000 this
festive season that can be used for shopping through the entire year. In an innovative approach
Towards creating more value for customers, every customer will be given a unique shopping card
that can be used at any of the retail chains. Based on the cumulative spends during the ‘The 12
Months FREE Shopping Festival’’ the customer can avail of Cash back that can be encashed for
Shopping at any of the year.
FUTURE PLANS:
Kishore Biyani-led Future Group is planning to open 30 more Big Bazaars in the next six
months as part of its overall plan to create 5 million sq.ft of retail space by 2018. Going by
conservative estimates of each Big Bazaar over 50,000 sq.ft., the Future Group will create almost
mnsqft of retail space under the value retail format in the next six
months. The value retail format of the group, which consists of Big
Bazaar and Food Bazaar, is likely to have almost 8.5 million sq.ft. of
retail space by 2018. Mr. Biyani had hived off Big Bazaar and Food
Bazaar into a separate company —Future Value Retail as managing a $1
billion business was becoming a challenge for the group. While he did not
rule out the possibility of an initial public offering, he said the company at
present is not in any stage of IPO for Future Value Retail.
ACHIEVEMENTS & AWARDS:

Indian Retail Forum Awards 2008
 Most Admired Retail Company of the year - Future Group  Retail
Face of the Year - Kishore Biyani

 Best Retailer Of The Year ( Hypermarket) - Big Bazaar

The INDIASTAR Award 2008
 Food Bazaar: Best Packaging Innovation

Retail Asia Pacific 500 Top Awards 2008
 Gold Winner -Top Retailer 2008 Asia Pac

. CNBC Awaaz Consumer Awards 2009
 Most Preferred Multi Product Chain - Big Bazaar
 Most Preferred Multi Brand Food & Beverage Chain - Big Bazaar

Images Fashion Forum 2009
 Most Admired Fashion Group Of The Year - Future Group

 Critic‘s Choice For Pioneering Effort In Retail ConceptCreation – Centre
 Coca-Cola Golden Spoon Awards 2009

 Most Admired Food & Grocery Retailer Of The Year 
Most Admired Food Court
 Most Admired Food Professional
 The INDIASTAR Award 2014

 Food Bazaar: For best performer and highest achievement in pan INDIA.
SWOT Analysis:
STRENGTHS:
1) High brand equity enjoyed by Big Bazaar
2) Everyday low prices, which attract customers
3) Maximum percent of footfalls converted in sales
4) Biggest value retail chain in India
5) It offers a family shopping experience, where entire family can visit together.
6) Available facilities such as online booking and delivery of goods
7) Rates are cheaper as purchases are done in bulk – Economies of Scale
8) In Big Bazaar we can get a large variety of goods under one roof.
9) Here good quality goods are available at reasonable prices.
10) One stop shop for variety of products, increasing customer time and
availablechoices
Exciting offers are provided and good sales promotional activities are conducted.
WEAKNESSES
1) Specific items are not consistently available

2) Low incentives are provided to the sales executives
3) Unable to meet store opening targets on time
4) General perception: ‗Low price = Low quality‘
5) Limited only to value offering low price products. A no of branded products are still
missing from Big Bazaar‘s line of products. E.g. Jockey, Van heusen,
6) Difficult to control overcrowded public during offers.
7) Big queue at billing counters which is time consuming.
OPPORTUNITIES
1) There remains a large future scope for the retail industry in India, as incomes rise and
consumption increases
2) The opportunity for widening the business all over India because Big Bazaar Opens new
stores in untapped markets, such as smaller or second tier cities suchas Sangle, Belgaum
and Hubli
3) Organized retail is just 4.15%of total pie of Indian retail market
4) Increasing mall culture in India.
5) These days more people prefer to visit large stores where they can find huge variety of
products under one roof.
6) Not much competition from other retail chains (hyper markets) in Belagavi.
THREATS
1) Competition from other value retail chains such as Shoprite, Reliance (Fresh and trends),
Hypercity and D mart.
2) Possible future competition from international retail companies like Wal-Mart.
3) High taxes in India suppress consumption
4) Competitors, global big players planning to foray into market
5) Changing Government policies
6) Unorganized retail also appears to be a threat to Big Bazaar‘s business. A huge population
still prefers to visit local convenient stores for every day purchase.
DATA ANALYSIS:
1. Are you a member of a Loyalty Program currently?
Frequency Percentage
Yes 47 94
No 3 6
Total 50 100
Are you a member of a Loyalty Program

currently
100
80
60 94
40
20
6
0
Yes No
Interpretation:
94% of the customers are currently the members of Loyalty Program. Only 6% are not a part of
the program, because those people might not be frequent visitors of Big Bazaar or people are not
interested in having those.
1. If yes, you are a member of which loyalty program?
a. T24 30 60%
b. Pay back card 5 10%
c.Student Pay back card 5 10%
d. Profit club membership card. 10 20%
Total 50 100%
If yes, You are a member of which

loyalty program?
60%
50%
40%
30% 60%
20%
20%
10% 10% 10%
0%
T24 Pay back card Student Pay Profit club
back card membership
card.
Interpretation: 60% of customers are a part of T24 program, followed by 10% in Profit Club
Membership program, and 10% in Pay Back Cards and 10% in Students Pay back cards
1. I make more purchase at the time of Wednesday Bazaars, Weekends, Maha Bachat and Festival offers.
Strongly agree 15 30
Agree 20 40
Neutral 5 10
Disagree 5 10
Strongly disagree 5 10
Total 50 100
make more purchase at the time of Wednesday Bazaars, Weekends, Maha Bachat and Festival offers.
40
40
35 30
30
25
20
15 10 10 10
10
5
0
Strongly Agree Neutral Disagree Strongly
agree disagree
Interpretation: About 30% Strongly agree that they often make purchases at the time of
Wednesday Bazaar, Maha Bachat and Festive offers, 40% only agree and the 10% are neutral
and rest 10% disagree and other 10% strongly disagree.
1. I have Loyalty Card which I don’t use.
Strongly
5 10
agree
Agree 17 34
Neutral 9 18
Disagree 19 38
Strongly
0 0
disagree
Total 50 100
I have Loyalty Card which I don’t

use.
40
35
30
25
20 38
34
15
10 18
5 10
0 0
agree disagree
Interpretation: Only 10% strongly agree that they have a loyalty card which they don’t use,
34% agree that they also don’t use..10% neither agree nor disagree and most of the people i.e.
38% disagree that they don’t use a loyalty card.
1. I would shop in any store that suits me regardless of whether they had a loyalty card
scheme or not.
Strongly agree 9 18
Agree 7 14
Neutral 31 62
Disagree 3 6
Total 50 100
ANY STORE THAT SUITS ME REGARDLESS OF WHETHER THEY HAD A LOYALTY CARD S
62
18 14
6 0
Strongly agree Agree Neutral Disagree Strongly disagree
Interpretation: 62% neither agree nor disagree that they would shop in any store that suits them
regardless of whether they had a loyalty card scheme or not.,18% strongly agree and 14% only agree and
6% disagree and none of the footfalls strongly disagree.
1. I save a lot of money by using my loyalty cards.
Agree 25 50
Neutral 10 20
Disagree 4 8
Total 50 100
I save a lot of money by using my

loyalty cards.
50
40
30
50
20
22 20
10 8
0 0

agree disagree
Interpretation: 22% strongly agree and 50% customers only agree that using loyalty cards saves
a lot of moneyWhere 20% are netural and 8% disagree and no people strongly dis agree
7. I usually get better discounts with loyalty schemes than in store promotions
Frequency Total
Strongly agree 9 18
Agree 28 56
Neutral 7 14
Disagree 6 12
Total 50 100
I usually get better discounts with

loyalty schemes than in store
promotions.
60
50
40
30 56
20
10 18 14 12
0 0
agree disagree
Interpretation: 18% customers strongly agree that get better discounts with loyalty
schemes than in store promotions and 56% agree and 14% neither agree nor disagree and 12%
disagree with it and no people strongly disagree.
8. It takes too long to earn points to get anything worthwhile
Agree 28 56
Neutral 10 20
Disagree 2 4
Total 50 100
IT TAKES TOO LONG TO EARN POINTS TO GET ANYTHING WORTHWHILE.

56
20 20
4
0

agree disagree
Interpretation: 20% customers strongly agree that it takes too long to earn points to
get something worthwhile and 56% only agree and 20% neither agree nor disagree
and 4% Disagree and none of the people strongly disagree.
9. I sometimes buy products if there are extra points offered on them.
Agree 30 60
Neutral 5 10
Disagree 5 10
Total 50 100
I SOMETIMES BUY PRODUCTS IF THERE ARE

EXTRA POINTS OFFERED ON THEM
60 60
50
40
30
20
20
10
10 10
0
0
Strongly agree Agree Neutral Disagree Strongly disagree
Interpretation:
20% of customers strongly agree that they buy products if there are extra points
offered on them, 60% also agree with the same while 10% are neutral and 10%
disagree and none strongly disagree.
10 I spend less in stores where I don’t have loyalty card
Strongly agree 0 0
Agree 15 30
Neutral 20 40
Disagree 15 30
Total 50 100
I spend less in stores where I don’t

have loyalty card
40
35
30
25
20 40
15 30 30
10
5
0 0 0
agree disagree
Interpretation:
30% of the customers agree that theyspend less in stores where they don’t have a
loyalty card 40% neither agree nor disagree, while 30%disagree and none of the
footfalls strongly agree and strongly disagree.
11. If there are no monetary rewards will you still shop from the same store
Agree 29 58
Neutral 10 20
Disagree 1 2
Total 50 100
If there are no monetary rewards will

you still shop from the same store
58
60
50
40
30 20 20
20
10 2 0
0
agree disagree
Interpretatio
20% respondents strongly agree that they will still shop from the same store if
there are no monetary rewards given to them, 58% agree with the same while 20%
are neutral 2% disagree and none strongly disagree.
12. If yes, is it the variety, merchandise, customer experience or customer service which brings you to
Big Bazaar.
Agree 24 48
Neutral 2 4
Disagree 2 4
Total 50 100
If yes, is it the
variety, merchandise, customer
experience or customer service
which brings you to Big Bazaar
50
40
30
42 48
20
10
0 4 4 2
agree disagree
Interpretation:42% respondents strongly agree thatit is the variety, merchandise, customer

experience or customer service which brings you to Big Bazaar, 48% agree with the same while
4% are neutral, 4% disagree and 2% strongly disagree.
13. Would you switch to some other store if there are no monetary rewards given?
Strongly agree 5 10
Agree 15 30
Neutral 15 30
Disagree 15 30
Total 50 100
YOU SWITCH TO SOME OTHER STORE IF THERE ARE NO MONETARY REWARDS GIVEN
30 30 30
10

agree disagree
Interpretation:
10% respondents strongly agree that they switch to some other store if there are no monetary
rewards given, 30% agree with the same while 30% are neutral 30% disagree and none strongly
disagre
14. Overall are you satisfied with our performance in terms of being loyal to the customers?
Agree 15 30
Neutral 10 20
Disagree 5 10
Total 50 100
Overall are you satisfied with our

performance in terms of being loyal
to the customers
40
30
20 40
30
10 20
10
0 0
1 2 3 4 5
Interpretation:
40% respondents strongly agree that they are satisfied with our performance in terms of being
loyal to the customers, 30% agree with the same while 20% are neutral 10% disagree and none
strongly disagree.
15. Will you recommend us to your friends, colleagues, relatives and others?
Agree 25 50
Neutral 10 20
Disagree 0 0
Total 50 100
Will you recommend us to your

friends, colleagues, relatives and
others.
50
40
30 50
20 30
10 20
0 0 0

agree disagree
Interpretation:
30% respondents strongly agree that they will recommend their friends, colleagues, relatives and
others, 50% agree with the same while 20% are neutral and none disagree or strongly disagree.
FINDINGS:
1. The data predicts that out of 100%, 94% of the customers are a part of loyalty program.
2. But the ratio of customer using loyalty program floats from 60% to 65%.
3. Educated people are giving more attention to the loyalty card due to awareness of its future
benefits monetary as well as in getting right information of the production.
4. Most of the customers feel satisfied from the loyalty program offerings of Big Bazaar so it
has been successful in fulfilling customer’s expectations.
5. While 10% of the customers still want to get some more benefits in return of their loyalty
6. Customers feel 56% motivated to shop from Big Bazaar due to their loyalty Programs.
7. About 50% of the customers will recommend their friends of family i.e. there will be
customer referral through customer retention.
8. There are 30% of people who will still shop from the same shop if there are no monetary
reward given and 30% who will shift to another store and the rest neutral.
CONCLUSIONS:
1. It was a nice experience working under the leading retail sector of India. I got an overall
picture according to my requirement & came to know a lot of practical things which was
invisible before. I got good support company from the management of Big Bazaar,
Belgaum. Interacting with the customers was a pleasant experience.
2. I also got an opportunity to participate in the operations of Big Bazaar, which gave me
immense pleasure. Personal selling, of goods to customers was a wonderful experience; it
helped me apply the theoretical aspects of selling in practical manner.
3. This report is under the boundary of 50 responses which is a very small part of Belgaum
population, but I have tried my level best to throw light on the Important aspects of
customer retention strategies at big bazaar Belagavi.
4. I heartily thank all the employees of big bazaar & the management for facilitating my
studies. I also thank all customers who gave me valuable information for my survey,
which helped me as well as the company to serve in best possible ways.
6. Hence we can say that there is a need to spread awareness about the loyalty programs to
customers.
RECOMMENDATIONS:
 New offers, offerings of new samples of the new products should be added this series to
attract customers for customer retention.
 Big Bazaar need not to deviate what they are providing as a loyalty program. I.e. pay back
and profit club membership card.
 Since Loyalty program are motivational factors for the customers so their expectations of
such program much be achieved.
BIBLIOGRAPHY
REFERENCES:
1. Advertising and Promotion by Belch and Belch

2. News papers
3. Customer relationship Management (Concepts and technologies)
a. Francis Buttle.
4. Loyalty Myths- Timothy, L. Keiningham, Terry. G. Varva
5. Building Customer Loyalty- Joanna Brandi
WEBSITES:
 Bigbazaar.com
 Futurebazaar.com
 Managementparadise.com
Appendix
QUESTIONAAIRE
I Mrs. Shahawana Bhandari, student of KLS IMER, I am conducting a survey on

―CUSTOMER RETENTION STRATEGIES AT BIG BAZAAR” as a part of our curriculum.
Kindly spare your time and provide the relevant information.
Name:
Q1. Are you a member of a Loyalty Program
currently?
a. Yes
b. No
Q2. If yes, you are a member of which loyalty program?

a. T24
b. Pay back card
c. Student Pay back card
d. Profit club membership card.
Q3. I make more purchase at the time of Wednesday Bazaars, Weekends, Maha Bachat and
Festival offers.
a) Strongly agree b)Agree c) Neutral d) Disagree e) Strongly disagree
Q4. I have Loyalty Card which I don’t use

Q5. I would shop in any store that suits me regardless of whether they had a loyalty card scheme
or not.
Q6. I save a lot of money by using my loyalty cards.

Q7. I usually get better discounts with loyalty schemes than in store promotions
Q8. It takes too long to earn points to get anything worthwhile

Q9. I sometimes buy products if there are extra points offered on them
Q10. I spend less in stores where I don’t have loyalty card

Q11. If there are no monetary rewards will you still shop from the same store
Q12. If yes, is it the variety, merchandise, customer experience or customer service which brings
you to Big Bazaar
Q13. Would you switch to some other store if there are no monetary rewards given?
Q14. Overall are you satisfied with our performance in terms of being loyal to the customers?
Q15. Will you recommend us to your friends, colleagues, relatives and others?

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EXECUTIVE SUMMARY

Research conducted was descriptive in nature. Descriptive research helped me

A structured questionnaire was used to obtain required information and to

THE RETAIL INDUSTRY IN INDIA

 The Government has approved a proposal to scrap the distinctions among

Future Group is an Indian private conglomerate, headquartered in Mumbai.

2. Future capital: Financial Products and Services.

3. Future brands: All brands owned or managed by group companies.

4. Future Space: Management of retail real estate.

5. Future Logistics: Management of supply chain and distribution

6. Future Media: Development and management of retail media spaces

As India‘s leading retailer, Future Retail inspires trust through innovative

We operate multiple retail formats in both the hypermarket, supermarket and

BIG BAZAR - A UNIQUELY INDIAN HYPERMARKET CHAINSFBB -

 Food Hall - a premium lifestyle food destination

 Hometown - One-stop destination for every need of the aspirational

Type : Public Company

Chairman : Kishore Biyani

Head Quarter : Mumbai

No of Employees : More than 36000

Parent : Future Group

Slogan : Making India Beautiful