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Customer 3/12/13 Relationship Management

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Aman Manish(07) Aakash Bara (04) Deepak Toppo(05) Sumit Sharma (17) Saurabh Shagger(32) Amlaan Chatterjee (08)

Introduction 3/12/13 to the case

Shoppers stop zeroed in retailing mens wear in 1991. Concept of a lifestyle store in a luxurious space. In a span of 9 years annual turnover of 160 crores. More than 60% of the customers who walked in were women. This was when they decided to go ahead as a full fledged retail outlet for all apparel and lifestyle needs. Shoppers stop executives stated training

3/12/13 Retail Overview in INDIA

Traditionally retailing in India can be traced to The emergence of the neighborhood Kirana stores catering to the convenience of the consumers. The latter half of the 1990s saw a fresh wave of entrants with a shift from Manufactures to Pure Retailers. For e.g. Food World, Subhiksha and Nilgiris in food and FMCG; Planet M and Music World in music; Crossword and Fountainhead in books. Emergence of hyper and super markets trying to provide customer with 3 Vs - Value, Variety and Volume Expanding target consumer segment: The

Major Retailers 3/12/13

3/12/13 Shoppers Stop: Introduction

The foundation of Shoppers' Stop was laid on October 27, 1991 by the K. Raheja group of companies 28 retail outlets across the country and is planning to spread its wings with futuristic expansion plans to meet the challenges of the retail industry With a Gross Retail Turnover of Rs. 8996 million, Shopper's Stop has become the highest benchmark for the Indian Retail Industry.

Shoppers Stop:3/12/13 Introduction

Is the country's largest chain of Department Stores. International and domestic brands across categories such as apparel, accessories, cosmetics, home & kitchenware as also its own exclusive brands HomeStop is the first-of-its-kind premium home concept store at Bengaluru, Mumbai and New Delhi, offering a wide range of products

3/12/13 Shoppers Stop: Promotion

Denim festival Customer Care association First Citizen Card Surprise Sale Valentine Sale

3/12/13 First citizen club

Loyalty programs are:

Key drivers for enhancing customer experience. Active point of differentiation. Help pinpointing individual buying patterns and predicting future customer behavior.

Objective:
Ensure stickiness by increasing rewards to customers on every purchase they make at the shop.

Eligibility:

3/12/13 First citizen club

Modalities:

Earn points which can be redeemed against their bill amount. Three tiers with increasing value per point at each level. Members are given special sale previews, birthday gifts & unique focused offer.

Results:
Has generated a database of over 4 lakh members who contribute to nearly 50% of the total sales of Shoppers Stop.

Avg Up to Rs. 501-Rs. Rs. spend Rs.500 1000 1001- 20013/12/13 per visit 2000 3000

Rs.3001 Rs. -4000 40015000

Rs. 5001 above

Total

Up to 351000

15

10

22

105

10001- 9 2000 20001- 6 25000 25001- 10 30000 Total 60192

84

61

56

21

16

253

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48

10

11

93

45

68

190

149

149

96

46

36

21

600

Benefits at a glance 3/12/13


Benefits
First citizen reward points(on net purchase) Extra Reward Points on preferred brands Associate Card Regular Updates Exclusive cash counters Free Parking

Classic moments

Silver edge

Golden glow

One reward point for One reward point for One reward point for every purchase of Rs. every purchase of Rs. every purchase of Rs. 100 50 34 Yes ( Rs. 125) Yes Yes Yes 1% Yes( Up to Rs.125) Yes Yes Yes 2% Yes Yes Exclusive golden glow cash counters Yes-Reserve parking on a first come first served basis Yes Yes Yes Yes

Valet Parking Free First update Home Delivery of Alternatives Out-store offers Exclusive PreviewsMerchandise & Sale

Yes Yes Yes

Yes Yes Yes

Benefits at a Glance

3/12/13

Privileges of being a Shoppers Stop First Citizen Earning Reward Points Preferred Brands Reward Points A few pointers Redeeming Reward Points Tracking your Reward Points Shoppers Stop First Citizen Desk 56161-Shoppers Stop First Citizen First How to maintain or upgrade your Shoppers Stop First Citizenship

3/12/13

THANK you