loyalty programe

8/6/2019 Loyalty Programe

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What does loyalty mean to businesses ?

LOYALTY

Retention of Customers ?

RepeatPurchases ?

Create ProfitableCustomers ?

Acquisition of Customers ?

More Informationon Customers ?

Reward LoyalCustomers ?

Just AnotherMarketing Program ?

Reality . .c ould be all of the above !!!!


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Build a long lasting relationship with thec ustomer .G o beyond produ c t satisfa c tion to overallbrand experien c e .Developing better business understanding fordriving footfalls and in c reasing ROI.G enerate frequent visits .Inc reasing on-the-spot spends .


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A Retail c ustomer Higher SegmentsS trategy

Award loyalty with a suite of dis c ounts, offersServi c es .Primary use of points for determining level ofdis c ounts/offers and determining grade .Points earn & burn .


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C RM is pra c ti c ed through the GREENCA RD programG reen Card loyalty program c ontributes

approx . 55% in profitability of Pantaloonsa c ross c ountryPantaloons maintains a c ustomer

database of 21 la c a c ross India

Software used is the Customer LoyaltyProgram


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WO RKINGOF THE CRM SOF TW ARE

(Customer Loyalty Program)


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LOY ALTY

CENTRALIZED DECENTARLIZED


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LOYALTY

C EN TRALIZED

PLASTIC CARD

DE C EN TARLIZED

PAPER CARD


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Minimum pur c hase of R. s 5000.c ustomer get

Loyalty c ard . (silver)G oody bag .3% of total pur c hase should be added in there a cc ount .

If pur c hase if less than 5000c harge R. s 500

C ustomer getLoyalty c ard . (silver)R. s 1 000 gift vou c her .G oody bag .3% of total pur c hase should be added in there a cc ount .


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5000 to 2 5000

2500 1 to 50000

+50000


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3% Total pur c hase5 % Total pur c hase

10%

Total purc

hase

* Burn on next pur c hase


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S ilver Gold Platinum

1st pur c hase 5000 25000 50000

1 to 1 0 3% 4% 5%

11 Burning Burning Burning

12 to 21 4% 5% 6%


23 to 3 2 5% 6% 7%


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Contain unique identity number (U IN )Card is valid for 1 year .If c ard is missed .

New c ard will be issued .O ld c ard should be blo ck ed .No c harges appli c able .

Renewal of c ard .If total pur c hase more then 1 la c. Free renewalfor next year .If total pur c hase less then 1 la c. Charge R. s 500 and provide vou c her of worth R. s 1 000.

O nline burn of point .


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Point are burn all over the c ountry .Easy to c arry .Maintain prestige of organization .Data is always updated .


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5000 to 2 5000

2500 1 to 50000

+50000


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3% Total pur c hase5 % Total pur c hase

10%

Total purc

hase

* Burn on next pur c hase


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S ilver Gold Platinum

1st pur c hase 5000 25000 50000

1 to 1 0 3% 4% 5%


12 to 21 4% 5% 6%


23 to 3 2 5% 6% 7%


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There are no c ategory .Disc ount is given on there number of theirinvoi c es .

* Burn on next pur c hase .

1 st purchase 50001 to 1 0 3%

11 Burning12 to 21 5%

22 Burning21 to 30 10%


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Ec onomi c al .Inc rease number of invoi c es .Points are burn all over the c ountry .No te c hni c al staff required .


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Re c ent study found that 9 0% of Ameri c ansa c tively parti c ipate in some type of loyaltyprograms . Forrester resear c h study found

that 54% of primary US gro c ery shoppersbelong to 2 or more programs .In UK, 92 %of UK c onsumers parti c ipated in aloyalty program of whi c h 7 2% were members

of 2 or more programs. Acc

ording to a studyby Byrom et al . (2 00 1) 10 , there were 1 50 sc hemes in operation resulting in thec irc ulation of more than 40 million c ards .


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Shoppers Stops c ustomer loyalty program isc alled The First C itizen . The program offersits members an opportunity to c olle c t points

and avail of spe c ial benefits . Currently,Shoppers Stop has a database of over 2 .5 la k h members who c ontribute to nearly 65% of the total sales of Shoppers Stop . Theyalso offer a c o-branded c redit c ard withC itiban k for their members .

Subhi k sha c laims 8 0% of sales c omes fromloyalty members .


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www . pantaloon .c omwww . sc ribed .c omhttp:// c ompany . monsterindia .c om/shoppersin/http://www . sebi . gov. in/dp/pantaloon . pdfhttp://www .c onsumer c omplaints . in/ c omplaints/big-bazar--future- c ard- c 811 55. html


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