customer loyalty programs of big bazaar
TRANSCRIPT
-
7/21/2019 Customer Loyalty Programs of Big Bazaar
1/21
CUSTOMERLOYALTY
PROGRAMSSTORE: BIG BAZAAR, THE GREAT INDIA PLACE
-
7/21/2019 Customer Loyalty Programs of Big Bazaar
2/21
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)-*
-
7/21/2019 Customer Loyalty Programs of Big Bazaar
3/21
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 %$i0er: 2. 4) to Rs 100 ).m.5
-
7/21/2019 Customer Loyalty Programs of Big Bazaar
4/21
INTRODUCTION
Loyalty Programs at Big Bazaar-t!$"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
-
7/21/2019 Customer Loyalty Programs of Big Bazaar
5/21
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
-
7/21/2019 Customer Loyalty Programs of Big Bazaar
6/21
CU-TO9(R:-P(RC(PTION
+
/
1
1
+
9ai" r$aso" b$;i"!
-
7/21/2019 Customer Loyalty Programs of Big Bazaar
7/21
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
-
7/21/2019 Customer Loyalty Programs of Big Bazaar
8/21
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
-
7/21/2019 Customer Loyalty Programs of Big Bazaar
9/21
**R(N(--
2
G
*ar$"$ss o' t;$ Cstom$r Loyalty Programs o'
No +$s
*r$ yoaar$ o
t;$CstomLoyalty
ProgramsBig Baza
No
+$s
-
7/21/2019 Customer Loyalty Programs of Big Bazaar
10/21
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
-
7/21/2019 Customer Loyalty Programs of Big Bazaar
11/21
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
-
7/21/2019 Customer Loyalty Programs of Big Bazaar
12/21
CO9P(TITION
No
Do yo o"Loyalty Car!s
'romcom)$ti"g
stor$sH
sa
P
No
+$s
-
7/21/2019 Customer Loyalty Programs of Big Bazaar
13/21
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
-
7/21/2019 Customer Loyalty Programs of Big Bazaar
14/21
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$r Loyalty Progra
CU-TO9(R LO+*LT+
-
7/21/2019 Customer Loyalty Programs of Big Bazaar
15/21
CU-TO9(R LO+*LT+PRO&R*9-
S-r"n#5' Dis$#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+
-
7/21/2019 Customer Loyalty Programs of Big Bazaar
16/21
CU-TO9(R LO+*LT+PRO&R*9-
S-r"n#5' Dis$#ree: + Dis$#ree: / Neu-r$5: E A#ree: S-r"n#5' A#ree: 1
2
#
K
22
K
2. Cstom$rs ill alays
-
7/21/2019 Customer Loyalty Programs of Big Bazaar
17/21
CU-TO9(R LO+*LT+PRO&R*9-
-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$@o
CU-TO9(R LO+*LT+
-
7/21/2019 Customer Loyalty Programs of Big Bazaar
18/21
CU-TO9(R LO+*LT+PRO&R*9-
S-r"n#5' Dis$#ree: + Dis$#ree: / Neu-r$5: E A#ree: S-r"n#5' A#re
1
1D
12
1D
1
#. Cstom$r Loyalty Programs ar$ ast$ o' tim$ a"! t;$ r$ar!s ar$ "ot sbsta
-
7/21/2019 Customer Loyalty Programs of Big Bazaar
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?$!M 0 0
-
7/21/2019 Customer Loyalty Programs of Big Bazaar
20/21
F((DB*C
0
10
1
20
2
0
0
2K
/
-atis'actio" l$%$l o' FBB -BI -T+L( UP Car! ig;lyDissatis?$!
M 1
Dissatis?$!M 2
N$tralM
-atis?$!M #
ig;ly
-atis?$!M
-
7/21/2019 Customer Loyalty Programs of Big Bazaar
21/21
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