SlideShare a Scribd company logo
1 of 23
BANKING
Understanding the Loyalty Programs in
Banking
Presented By:
   Dheeraj Meshram
   Kinnar Majithia
   Akankasha Sharma
    (P1053)
   Nishad Banodkar
   Nirav Doshi
   Ebrahim Noorani
Contents
   Structure of Loyalty
    Programs
   Reasons Behind
    Structure
   Program Execution
   Benefits
   Challenges Faced
   Promotional Activities
   Budget
   Database Marketing
STRUCTURE OF LOYALTY
    PROGRAM
   SBI
     FreedomRewardz    (Debit
     Card Plan)


   HDFC
     Divided  into 3 Programs
       1.   Classic
       2.   Preferred RM
       3.   Imperia
„FreedomRewardz‟ BY SBI
   Customers are rewarded points for using the SBI Debit card

   All State Bank Group Debit-card holders are pre-enrolled into
    FreedomRewardz, on individual basis

   2.5 points provided for every ` 100 purchase using the debit
    card

   Additional points for using
    the card at SBI‟s partner outlets

   Special promotions during
    holidays and festivals
„FreedomRewardz‟ BY SBI
   Points can be redeemed till 36 months from the time they are
    accrued after which they expire

   Points can be redeemed for Gifts, merchandises and services
    in the domains of:
       Personalized products
       Airline tickets, Bus tickets
       Movie tickets
       Entertainment products,
        Electronic items
       Family, Home, Fashion & Beauty
        products
       Music and Sports products
       Limited-time Seasonal Rewards
SBI FreedomRewardz Partners
LOYALTY PROGRAMS AT HDFC
BANK
   HDFC bank has 3 distinguished loyalty
    programs for customers based on the balance
    in their CASA account

     Classic banking (min. ` 1 Lac)
     Preferred Banking (min. ` 2 Lac)

     Imperia Banking (min. ` 5 Lac)
HDFC BANK CLASSIC
BANKING
HIGHLIGHTS:

   Free EasyShop Gold Debit card

   50% waiver on annual locker rental rates

   Annual waiver of `25 on Utility BillPay

   Improvement of 5 paise over the day‟s rate for
    Forex transactions
HDFC BANK PREFERRED
BANKING
HIGHLIGHTS:

   Dedicated Relationship Manager

   Customized Investment Solutions

   Relationship pricing – Credit card, Loans, Securities Trading
    account

   No charges on NEFT and RTGS transactions, Free „At Par‟
    cheque books

   Multiple Demat accounts free of charge

   Waiver of up to `2000 on service charges like Duplicate
HDFC BANK IMPERIA
BANKING
HIGHLIGHTS:

   Imperia client Relationship Manager/Private banking advisor

   In-house research-backed investment advice

   Exclusive Imperia Phone-Banking Service

   Loans, Gold bars at preferential rates, hassle-free foreign
    remittances

   Free combined monthly statements of Savings, Current and
    Fixed Deposit accounts
HDFC Loyalty Program
Partners
REASONS BEHIND
STRUCTURE
   SBI
       “FreedomRewardz is an exclusive loyalty program initiated
        by State Bank Group for its debit card holders to reward
        them with points accumulated over transactions and
        redeeming the same for a wide range of consumer
        products.”
   HDFC
       Based bank balance kept by customer with the bank
          Program Name        Balance Required
                              in CASA Account
                                     (Rs.)
                Classic                 1,00,000
             Preferred RM               2,00,000
                Imperia                 5,00,000
PROGRAM EXECUTION
   SBI
       Every new SBI customer is made
        aware of the scheme
       All State Bank Group Debit Card
        holders are pre-enrolled into
        FreedomRewardz, on an individual
        basis,
       Existing regular customers (without
        debit card) are tapped

   HDFC
       Monitor the balance of the customer
        over the quarter
       If criteria satisfied, call customer and
        brief about the program
       Old loyalty program customers refer
        new customers, pitch the same
        program
BENEFITS
   SBI
     Customer  Retention
     Increased business opportunity

   HDFC
     Business  growth
     Retains old customers
     Word- of-Mouth publicity
CHALLENGES FACED
   SBI
     Creating   awareness is
      difficult due to a huge
      customer base
     Difficult to train illiterate
      customers
     Changing habits: shift from
      traditional cash withdrawals
      to Debit Card use
     Unable to make customers
      aware of the security
      provided by them
     Negotiating and maintaining
CHALLENGES FACED
   HDFC
     New   customer asks for
      customization
     Imperia customers may ask
      for certain customized
      financial services
     Keeping service charges
      down to make the program
      viable
     Extra staff employed,
      dedicated relationship
      manager
     Costs incurred by bank to
      reimburse RM‟s travel
      expenses
Q7 Ans
PROMOTIONAL ACTIVITIES




   SBI                     HDFC
     Dedicated
              site for        QuarterlyEvents
     Freedom Rewardz          Seminars/ Workshop

                              Get-togethers

                              Donations to CRY, other NGO
BUDGET

Operating Expenses
(for the period April’09 to March’10)

   SBI
     20318,68,00   (in „000 Rs.)
   HDFC
     57,644,827   (in „000 Rs.)
DATABASE MARKETING
   SBI
     None    identified


   HDFC
     EmailMarketing
     Sending free gift vouchers
CUSTOMER FEEDBACK
   SBI

   HDFC
THANK
YOU!!!

More Related Content

What's hot

Cafe coffee Day
Cafe coffee DayCafe coffee Day
Cafe coffee Day
nima15288
 

What's hot (20)

Marketing Credit card
Marketing Credit cardMarketing Credit card
Marketing Credit card
 
Customer experience management
Customer experience managementCustomer experience management
Customer experience management
 
Amazon STP
Amazon STPAmazon STP
Amazon STP
 
Paytm consumer behaviour
Paytm   consumer behaviourPaytm   consumer behaviour
Paytm consumer behaviour
 
Tesco vs Reliance CRM Practices
Tesco vs Reliance CRM PracticesTesco vs Reliance CRM Practices
Tesco vs Reliance CRM Practices
 
Customer Experience Management
Customer Experience ManagementCustomer Experience Management
Customer Experience Management
 
5. aeps
5.  aeps5.  aeps
5. aeps
 
Crm syllabus
Crm syllabusCrm syllabus
Crm syllabus
 
LOYALTY PROGRAM AND GAMIFICATION – a simple guide
LOYALTY PROGRAM AND GAMIFICATION – a simple guideLOYALTY PROGRAM AND GAMIFICATION – a simple guide
LOYALTY PROGRAM AND GAMIFICATION – a simple guide
 
CRM in HDFC Bank
CRM in HDFC BankCRM in HDFC Bank
CRM in HDFC Bank
 
Cafe coffee Day
Cafe coffee DayCafe coffee Day
Cafe coffee Day
 
E CRM
E CRME CRM
E CRM
 
Building customer loyalty
Building customer loyaltyBuilding customer loyalty
Building customer loyalty
 
Cash Less Society- Digital Payments
Cash Less Society- Digital PaymentsCash Less Society- Digital Payments
Cash Less Society- Digital Payments
 
Credit Card Usage Study
Credit Card Usage StudyCredit Card Usage Study
Credit Card Usage Study
 
Retail CRMs & Your Loyalty Program
Retail CRMs & Your Loyalty ProgramRetail CRMs & Your Loyalty Program
Retail CRMs & Your Loyalty Program
 
Loyalty Program Management System
Loyalty Program Management SystemLoyalty Program Management System
Loyalty Program Management System
 
Digital customer onboarding
Digital customer onboardingDigital customer onboarding
Digital customer onboarding
 
Apple Pay
Apple PayApple Pay
Apple Pay
 
Sales strategy of make mytrip
Sales strategy of make mytripSales strategy of make mytrip
Sales strategy of make mytrip
 

Viewers also liked (14)

Building customer loyalty in retail banking
Building customer loyalty in retail bankingBuilding customer loyalty in retail banking
Building customer loyalty in retail banking
 
New Models for Driving Consumer and Merchant Loyalty
New Models for Driving Consumer and Merchant LoyaltyNew Models for Driving Consumer and Merchant Loyalty
New Models for Driving Consumer and Merchant Loyalty
 
Dominos case
Dominos caseDominos case
Dominos case
 
Foreign brands
Foreign brandsForeign brands
Foreign brands
 
Bargaining + 3rd party
Bargaining + 3rd partyBargaining + 3rd party
Bargaining + 3rd party
 
South korea final
South korea finalSouth korea final
South korea final
 
COBB DOUGLAS PRODUCTION FUNCTION THEORY
COBB DOUGLAS PRODUCTION FUNCTION THEORYCOBB DOUGLAS PRODUCTION FUNCTION THEORY
COBB DOUGLAS PRODUCTION FUNCTION THEORY
 
Crm in axis bank stage 2 mid-review of the project
Crm in axis bank  stage 2 mid-review of  the projectCrm in axis bank  stage 2 mid-review of  the project
Crm in axis bank stage 2 mid-review of the project
 
Cobb-Douglas Production Function
Cobb-Douglas  Production  FunctionCobb-Douglas  Production  Function
Cobb-Douglas Production Function
 
Theory of production 2
Theory of production 2Theory of production 2
Theory of production 2
 
Production function ppt in economics
Production function ppt in economicsProduction function ppt in economics
Production function ppt in economics
 
Theory of Production
Theory of ProductionTheory of Production
Theory of Production
 
Production Function
Production FunctionProduction Function
Production Function
 
Microeconomics: Production Theory
Microeconomics: Production TheoryMicroeconomics: Production Theory
Microeconomics: Production Theory
 

Similar to Banking Loyalty

Interim Report _tanu chadha
Interim Report _tanu chadhaInterim Report _tanu chadha
Interim Report _tanu chadha
Tanu Chadha
 

Similar to Banking Loyalty (20)

Sbi card
Sbi cardSbi card
Sbi card
 
Credit Card Showdown: Unveiling the Superiority of ICICI Emeralde or HDFC Inf...
Credit Card Showdown: Unveiling the Superiority of ICICI Emeralde or HDFC Inf...Credit Card Showdown: Unveiling the Superiority of ICICI Emeralde or HDFC Inf...
Credit Card Showdown: Unveiling the Superiority of ICICI Emeralde or HDFC Inf...
 
7 p state bank of india 7p
7 p state bank of india 7p7 p state bank of india 7p
7 p state bank of india 7p
 
IDBI IFS Team-2.pptx
IDBI IFS Team-2.pptxIDBI IFS Team-2.pptx
IDBI IFS Team-2.pptx
 
CRED marketing strategy
CRED marketing strategyCRED marketing strategy
CRED marketing strategy
 
Financial comparision between hdfc & icici
Financial comparision between hdfc & iciciFinancial comparision between hdfc & icici
Financial comparision between hdfc & icici
 
Deciphering Rewards: IDFC First WoW or ICICI Bank Mine Credit Card?
Deciphering Rewards: IDFC First WoW or ICICI Bank Mine Credit Card?Deciphering Rewards: IDFC First WoW or ICICI Bank Mine Credit Card?
Deciphering Rewards: IDFC First WoW or ICICI Bank Mine Credit Card?
 
banking plans and polices
banking plans and polices banking plans and polices
banking plans and polices
 
Hdfc
HdfcHdfc
Hdfc
 
Maximizing Value: HDFC Diners Club Black Credit Card Features
Maximizing Value: HDFC Diners Club Black Credit Card FeaturesMaximizing Value: HDFC Diners Club Black Credit Card Features
Maximizing Value: HDFC Diners Club Black Credit Card Features
 
Experience Hassle-Free Shopping with the HDFC Bank Easy EMI Credit Card
Experience Hassle-Free Shopping with the HDFC Bank Easy EMI Credit CardExperience Hassle-Free Shopping with the HDFC Bank Easy EMI Credit Card
Experience Hassle-Free Shopping with the HDFC Bank Easy EMI Credit Card
 
Navigating SBI's Credit Card Spectrum: PULSE vs Prime Credit Card
Navigating SBI's Credit Card Spectrum: PULSE vs Prime Credit CardNavigating SBI's Credit Card Spectrum: PULSE vs Prime Credit Card
Navigating SBI's Credit Card Spectrum: PULSE vs Prime Credit Card
 
Axis Bank (2)
Axis Bank (2)Axis Bank (2)
Axis Bank (2)
 
ICICI - Customer Relationship Management
ICICI - Customer Relationship ManagementICICI - Customer Relationship Management
ICICI - Customer Relationship Management
 
HDFC Bank Millenia Credit Card.pptx
HDFC Bank Millenia Credit Card.pptxHDFC Bank Millenia Credit Card.pptx
HDFC Bank Millenia Credit Card.pptx
 
HDFC BANK PROJECT REPORT
HDFC BANK PROJECT REPORTHDFC BANK PROJECT REPORT
HDFC BANK PROJECT REPORT
 
Interim Report _tanu chadha
Interim Report _tanu chadhaInterim Report _tanu chadha
Interim Report _tanu chadha
 
Journey Beyond Limits: The HDFC Bank Marriott Bonvoy Credit Card
Journey Beyond Limits: The HDFC Bank Marriott Bonvoy Credit CardJourney Beyond Limits: The HDFC Bank Marriott Bonvoy Credit Card
Journey Beyond Limits: The HDFC Bank Marriott Bonvoy Credit Card
 
Hdfc arvin
Hdfc arvinHdfc arvin
Hdfc arvin
 
Quality of service
Quality of serviceQuality of service
Quality of service
 

More from Kinnar Majithia (20)

Inflation & unemployment
Inflation & unemploymentInflation & unemployment
Inflation & unemployment
 
Fiscal policy
Fiscal policyFiscal policy
Fiscal policy
 
Business+cycles
Business+cyclesBusiness+cycles
Business+cycles
 
Business cycles 2
Business cycles 2Business cycles 2
Business cycles 2
 
Aggregate+demand+&supply
Aggregate+demand+&supplyAggregate+demand+&supply
Aggregate+demand+&supply
 
Aggregate demand &supply
Aggregate demand &supplyAggregate demand &supply
Aggregate demand &supply
 
National income accounting 1
National income accounting 1National income accounting 1
National income accounting 1
 
Lesson 18 weath-2
Lesson 18 weath-2Lesson 18 weath-2
Lesson 18 weath-2
 
Lesson 16 advanced tax
Lesson 16 advanced taxLesson 16 advanced tax
Lesson 16 advanced tax
 
Lesson 15
Lesson 15Lesson 15
Lesson 15
 
Lesson 14
Lesson 14Lesson 14
Lesson 14
 
Lesson 13
Lesson 13Lesson 13
Lesson 13
 
Lesson 12 deductions
Lesson 12 deductionsLesson 12 deductions
Lesson 12 deductions
 
Lesson 11
Lesson 11Lesson 11
Lesson 11
 
Lesson 10 clubbing of -income
Lesson 10 clubbing of -incomeLesson 10 clubbing of -income
Lesson 10 clubbing of -income
 
Lesson 9
Lesson 9Lesson 9
Lesson 9
 
Lesson 8 capital-gains
Lesson 8 capital-gainsLesson 8 capital-gains
Lesson 8 capital-gains
 
Lesson 7 income frm-bbusi
Lesson 7 income frm-bbusiLesson 7 income frm-bbusi
Lesson 7 income frm-bbusi
 
Lesson 6 income from house pro
Lesson 6 income from house proLesson 6 income from house pro
Lesson 6 income from house pro
 
Lesson 5 percs
Lesson 5 percsLesson 5 percs
Lesson 5 percs
 

Recently uploaded

會考英聽會考英聽會考英聽會考英聽會考英聽會考英聽會考英聽會考英聽會考英聽會考英聽
會考英聽會考英聽會考英聽會考英聽會考英聽會考英聽會考英聽會考英聽會考英聽會考英聽會考英聽會考英聽會考英聽會考英聽會考英聽會考英聽會考英聽會考英聽會考英聽會考英聽
會考英聽會考英聽會考英聽會考英聽會考英聽會考英聽會考英聽會考英聽會考英聽會考英聽
中 央社
 
IATP How-to Foreign Travel May 2024.pdff
IATP How-to Foreign Travel May 2024.pdffIATP How-to Foreign Travel May 2024.pdff
IATP How-to Foreign Travel May 2024.pdff
17thcssbs2
 
The basics of sentences session 4pptx.pptx
The basics of sentences session 4pptx.pptxThe basics of sentences session 4pptx.pptx
The basics of sentences session 4pptx.pptx
heathfieldcps1
 
會考英文會考英文會考英文會考英文會考英文會考英文會考英文會考英文會考英文會考英文會考英文
會考英文會考英文會考英文會考英文會考英文會考英文會考英文會考英文會考英文會考英文會考英文會考英文會考英文會考英文會考英文會考英文會考英文會考英文會考英文會考英文會考英文會考英文
會考英文會考英文會考英文會考英文會考英文會考英文會考英文會考英文會考英文會考英文會考英文
中 央社
 
Neurulation and the formation of the neural tube
Neurulation and the formation of the neural tubeNeurulation and the formation of the neural tube
Neurulation and the formation of the neural tube
SaadHumayun7
 

Recently uploaded (20)

Exploring Gemini AI and Integration with MuleSoft | MuleSoft Mysore Meetup #45
Exploring Gemini AI and Integration with MuleSoft | MuleSoft Mysore Meetup #45Exploring Gemini AI and Integration with MuleSoft | MuleSoft Mysore Meetup #45
Exploring Gemini AI and Integration with MuleSoft | MuleSoft Mysore Meetup #45
 
2024_Student Session 2_ Set Plan Preparation.pptx
2024_Student Session 2_ Set Plan Preparation.pptx2024_Student Session 2_ Set Plan Preparation.pptx
2024_Student Session 2_ Set Plan Preparation.pptx
 
Removal Strategy _ FEFO _ Working with Perishable Products in Odoo 17
Removal Strategy _ FEFO _ Working with Perishable Products in Odoo 17Removal Strategy _ FEFO _ Working with Perishable Products in Odoo 17
Removal Strategy _ FEFO _ Working with Perishable Products in Odoo 17
 
Mbaye_Astou.Education Civica_Human Rights.pptx
Mbaye_Astou.Education Civica_Human Rights.pptxMbaye_Astou.Education Civica_Human Rights.pptx
Mbaye_Astou.Education Civica_Human Rights.pptx
 
TỔNG HỢP HƠN 100 ĐỀ THI THỬ TỐT NGHIỆP THPT VẬT LÝ 2024 - TỪ CÁC TRƯỜNG, TRƯ...
TỔNG HỢP HƠN 100 ĐỀ THI THỬ TỐT NGHIỆP THPT VẬT LÝ 2024 - TỪ CÁC TRƯỜNG, TRƯ...TỔNG HỢP HƠN 100 ĐỀ THI THỬ TỐT NGHIỆP THPT VẬT LÝ 2024 - TỪ CÁC TRƯỜNG, TRƯ...
TỔNG HỢP HƠN 100 ĐỀ THI THỬ TỐT NGHIỆP THPT VẬT LÝ 2024 - TỪ CÁC TRƯỜNG, TRƯ...
 
會考英聽會考英聽會考英聽會考英聽會考英聽會考英聽會考英聽會考英聽會考英聽會考英聽
會考英聽會考英聽會考英聽會考英聽會考英聽會考英聽會考英聽會考英聽會考英聽會考英聽會考英聽會考英聽會考英聽會考英聽會考英聽會考英聽會考英聽會考英聽會考英聽會考英聽
會考英聽會考英聽會考英聽會考英聽會考英聽會考英聽會考英聽會考英聽會考英聽會考英聽
 
Application of Matrices in real life. Presentation on application of matrices
Application of Matrices in real life. Presentation on application of matricesApplication of Matrices in real life. Presentation on application of matrices
Application of Matrices in real life. Presentation on application of matrices
 
Features of Video Calls in the Discuss Module in Odoo 17
Features of Video Calls in the Discuss Module in Odoo 17Features of Video Calls in the Discuss Module in Odoo 17
Features of Video Calls in the Discuss Module in Odoo 17
 
IATP How-to Foreign Travel May 2024.pdff
IATP How-to Foreign Travel May 2024.pdffIATP How-to Foreign Travel May 2024.pdff
IATP How-to Foreign Travel May 2024.pdff
 
Pragya Champions Chalice 2024 Prelims & Finals Q/A set, General Quiz
Pragya Champions Chalice 2024 Prelims & Finals Q/A set, General QuizPragya Champions Chalice 2024 Prelims & Finals Q/A set, General Quiz
Pragya Champions Chalice 2024 Prelims & Finals Q/A set, General Quiz
 
The basics of sentences session 4pptx.pptx
The basics of sentences session 4pptx.pptxThe basics of sentences session 4pptx.pptx
The basics of sentences session 4pptx.pptx
 
Operations Management - Book1.p - Dr. Abdulfatah A. Salem
Operations Management - Book1.p  - Dr. Abdulfatah A. SalemOperations Management - Book1.p  - Dr. Abdulfatah A. Salem
Operations Management - Book1.p - Dr. Abdulfatah A. Salem
 
UNIT – IV_PCI Complaints: Complaints and evaluation of complaints, Handling o...
UNIT – IV_PCI Complaints: Complaints and evaluation of complaints, Handling o...UNIT – IV_PCI Complaints: Complaints and evaluation of complaints, Handling o...
UNIT – IV_PCI Complaints: Complaints and evaluation of complaints, Handling o...
 
slides CapTechTalks Webinar May 2024 Alexander Perry.pptx
slides CapTechTalks Webinar May 2024 Alexander Perry.pptxslides CapTechTalks Webinar May 2024 Alexander Perry.pptx
slides CapTechTalks Webinar May 2024 Alexander Perry.pptx
 
會考英文會考英文會考英文會考英文會考英文會考英文會考英文會考英文會考英文會考英文會考英文
會考英文會考英文會考英文會考英文會考英文會考英文會考英文會考英文會考英文會考英文會考英文會考英文會考英文會考英文會考英文會考英文會考英文會考英文會考英文會考英文會考英文會考英文
會考英文會考英文會考英文會考英文會考英文會考英文會考英文會考英文會考英文會考英文會考英文
 
Neurulation and the formation of the neural tube
Neurulation and the formation of the neural tubeNeurulation and the formation of the neural tube
Neurulation and the formation of the neural tube
 
Dementia (Alzheimer & vasular dementia).
Dementia (Alzheimer & vasular dementia).Dementia (Alzheimer & vasular dementia).
Dementia (Alzheimer & vasular dementia).
 
“O BEIJO” EM ARTE .
“O BEIJO” EM ARTE                       .“O BEIJO” EM ARTE                       .
“O BEIJO” EM ARTE .
 
INU_CAPSTONEDESIGN_비밀번호486_업로드용 발표자료.pdf
INU_CAPSTONEDESIGN_비밀번호486_업로드용 발표자료.pdfINU_CAPSTONEDESIGN_비밀번호486_업로드용 발표자료.pdf
INU_CAPSTONEDESIGN_비밀번호486_업로드용 발표자료.pdf
 
Post Exam Fun(da) Intra UEM General Quiz - Finals.pdf
Post Exam Fun(da) Intra UEM General Quiz - Finals.pdfPost Exam Fun(da) Intra UEM General Quiz - Finals.pdf
Post Exam Fun(da) Intra UEM General Quiz - Finals.pdf
 

Banking Loyalty

  • 1. BANKING Understanding the Loyalty Programs in Banking
  • 2. Presented By:  Dheeraj Meshram  Kinnar Majithia  Akankasha Sharma (P1053)  Nishad Banodkar  Nirav Doshi  Ebrahim Noorani
  • 3. Contents  Structure of Loyalty Programs  Reasons Behind Structure  Program Execution  Benefits  Challenges Faced  Promotional Activities  Budget  Database Marketing
  • 4. STRUCTURE OF LOYALTY PROGRAM  SBI  FreedomRewardz (Debit Card Plan)  HDFC  Divided into 3 Programs 1. Classic 2. Preferred RM 3. Imperia
  • 5. „FreedomRewardz‟ BY SBI  Customers are rewarded points for using the SBI Debit card  All State Bank Group Debit-card holders are pre-enrolled into FreedomRewardz, on individual basis  2.5 points provided for every ` 100 purchase using the debit card  Additional points for using the card at SBI‟s partner outlets  Special promotions during holidays and festivals
  • 6. „FreedomRewardz‟ BY SBI  Points can be redeemed till 36 months from the time they are accrued after which they expire  Points can be redeemed for Gifts, merchandises and services in the domains of:  Personalized products  Airline tickets, Bus tickets  Movie tickets  Entertainment products, Electronic items  Family, Home, Fashion & Beauty products  Music and Sports products  Limited-time Seasonal Rewards
  • 8. LOYALTY PROGRAMS AT HDFC BANK  HDFC bank has 3 distinguished loyalty programs for customers based on the balance in their CASA account  Classic banking (min. ` 1 Lac)  Preferred Banking (min. ` 2 Lac)  Imperia Banking (min. ` 5 Lac)
  • 9. HDFC BANK CLASSIC BANKING HIGHLIGHTS:  Free EasyShop Gold Debit card  50% waiver on annual locker rental rates  Annual waiver of `25 on Utility BillPay  Improvement of 5 paise over the day‟s rate for Forex transactions
  • 10. HDFC BANK PREFERRED BANKING HIGHLIGHTS:  Dedicated Relationship Manager  Customized Investment Solutions  Relationship pricing – Credit card, Loans, Securities Trading account  No charges on NEFT and RTGS transactions, Free „At Par‟ cheque books  Multiple Demat accounts free of charge  Waiver of up to `2000 on service charges like Duplicate
  • 11. HDFC BANK IMPERIA BANKING HIGHLIGHTS:  Imperia client Relationship Manager/Private banking advisor  In-house research-backed investment advice  Exclusive Imperia Phone-Banking Service  Loans, Gold bars at preferential rates, hassle-free foreign remittances  Free combined monthly statements of Savings, Current and Fixed Deposit accounts
  • 13. REASONS BEHIND STRUCTURE  SBI  “FreedomRewardz is an exclusive loyalty program initiated by State Bank Group for its debit card holders to reward them with points accumulated over transactions and redeeming the same for a wide range of consumer products.”  HDFC  Based bank balance kept by customer with the bank Program Name Balance Required in CASA Account (Rs.) Classic 1,00,000 Preferred RM 2,00,000 Imperia 5,00,000
  • 14. PROGRAM EXECUTION  SBI  Every new SBI customer is made aware of the scheme  All State Bank Group Debit Card holders are pre-enrolled into FreedomRewardz, on an individual basis,  Existing regular customers (without debit card) are tapped  HDFC  Monitor the balance of the customer over the quarter  If criteria satisfied, call customer and brief about the program  Old loyalty program customers refer new customers, pitch the same program
  • 15. BENEFITS  SBI  Customer Retention  Increased business opportunity  HDFC  Business growth  Retains old customers  Word- of-Mouth publicity
  • 16. CHALLENGES FACED  SBI  Creating awareness is difficult due to a huge customer base  Difficult to train illiterate customers  Changing habits: shift from traditional cash withdrawals to Debit Card use  Unable to make customers aware of the security provided by them  Negotiating and maintaining
  • 17. CHALLENGES FACED  HDFC  New customer asks for customization  Imperia customers may ask for certain customized financial services  Keeping service charges down to make the program viable  Extra staff employed, dedicated relationship manager  Costs incurred by bank to reimburse RM‟s travel expenses
  • 19. PROMOTIONAL ACTIVITIES  SBI  HDFC  Dedicated site for  QuarterlyEvents Freedom Rewardz  Seminars/ Workshop  Get-togethers  Donations to CRY, other NGO
  • 20. BUDGET Operating Expenses (for the period April’09 to March’10)  SBI  20318,68,00 (in „000 Rs.)  HDFC  57,644,827 (in „000 Rs.)
  • 21. DATABASE MARKETING  SBI  None identified  HDFC  EmailMarketing  Sending free gift vouchers
  • 22. CUSTOMER FEEDBACK  SBI  HDFC