Loyalty Programe
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Transcript of 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%
22 Burning Burning Burning
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%
11 Burning Burning Burning
12 to 21 4% 5% 6%
22 Burning Burning Burning
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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