This document provides an overview of loyalty programs and customer retention strategies. It discusses the importance of customer retention for profitability. It also defines customer lifetime value and outlines standard approaches to customer service. The literature review covers previous research on the impact of loyalty programs. It then discusses what customers expect from loyalty programs and different types of programs and rewards. In closing, it outlines the benefits retailers can gain from implementing a loyalty program.

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TITLE OF THE PROJECT
Analysis of Impact of loyalty programs in increasing
customer retention in Globus
By
(SAYED SAAD ALI)
ROL NO. 7463
Project Report Submitted To
UNIVERSITY OF PUNE
University of Pune, Pune
In Partial Fulfilment of Requirements
For the Award of Degree of
MASTER OF BUSINESS ADMINISTRATION
BATCH YEAR
2011-2013

2. 2
DECLARATION
I, the undersigned, hereby declare that the Project Report entitled
“Analysis of Impact of loyalty programs in increasing customer
retention in Globus” written and submitted by me to the University
of Pune, Pune in partial fulfilment of the requirements for the award
of degree of Master of Business Administration under the guidance of
Prof. Karthik Vel is my original work and the conclusions drawn
therein are based on the material collected by myself.
Place : Pune SAAD ALI
Date:11-10-2012 Research Student

3. 3
GUIDE’S CERTIFICATE
C E R T I F I C A T E
This is to certify that the Project Report entitled “Analysis of Impact
of loyalty programs in increasing customer retention in Globus”
which is being submitted herewith for the award of the degree of
Master of Business Administration of University of Pune, Pune is the
result of the original research work completed by Sayed Saad Ali
under my supervision and guidance and to the best of my knowledge
and belief the work embodied in this Project Report has not formed
earlier the basis for the award of any degree or similar title of this or
any other University or examining body.
He / She has done the project satisfactorily in our organisation from
9th MAY to 30th JUNE.
Place : Pune Prof. Karthik Vel
Date: 11-10-2012 Guide

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CONTENT PAGE
CONTENTS
Page No.
ACKNOWLEDGMENT
LIST OF TABLES 5
LIST OF FIGURES 6
CHAPTER I : Introduction 8
CHAPTER II : Company Profile 23
CHAPTER III : Research Methodology 33
CHAPTER IV : Data Analysis, presentation and interpretation 36
CHAPTER V : Findings and Conclusions 47
BIBLIOGRAPHY : 50
ANNEXURE : 55

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LIST OF TABLES
A PAGE FOR LIST OF TABLES
For Example :
LIST OF TABLES
Table No. Title of the Table Page No.
Table No. 1.1
Table No. 1.2
Table No. 2.1
Table No. 2.2
Table No. 3.1
Table No. 3.2
Table No. 4.1
Table No. 4.2
Table No. 5.1
Table No. 5.2
Tables may be more or less depending upon the tables in each chapter

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LIST OF FIGURES
A PAGE FOR LIST OF FIGURES
For Example :
LIST OF FIGURES
Figure No. Title of the Figure Page No.
Figure No. 1 37
Figure No. 2 38
Figure No. 3 39
Figure No. 4 40
Figure No. 5 41
Figure No. 6 42
Figure No. 7 43
Figure No. 8 44
Figure No. 9 45
Figure No. 10 46
Figure No. 5.3
Figure No. 5.4
Figures may be more or less depending upon the figure in each chapter

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ACKNOWLEDGEMENT
Success is not destination, but a journey – it is often said. I realized it
better during my summer internship program when I started this
journey, I may not have come this far without help, guidance and
support of certain people who acted as guides, friends, and torch
bearers along the way.
It’s a great pleasure to submit this project report on “ANALYSIS OF
EFFECT OF CUSTOMER LOYALTY PROGRAME ON RETENTION OF
CUSTOMERS at GLOBUS PVT. LTD”. Pune. I would like to express my
feelings of gratitude to my Project Guide Mr. GAJENDRA SINGH,
Associate Manager &Mr. MOHAMMAD TAUSEEF ,whose guidance,
understanding, timely advice, suggestions on feedback session, explicit
decisions, deep personal interest and also their continuous support has
always motivated me to do the project to the best of my ability and
capability.
I would like to express my gratitude to the employees of GLOBUS PVT.
LTD. who helped me during the course of my internship. Working on a
project is hard, need hard work, co-ordination & concentration. What
makes it possible is the support that I got from the above concerned
persons.

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Chapter-I
Introduction

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Introduction to Indian Readymade Garment
Industry:
The Garment Industry of India is an Rs one trillion industry. Almost 33 %
of its knitwear production and about 20% of its woven-garment
production, both by volume, enters export markets. Overall about 25 %
of the volume of its garment production goes into export markets,
leaving 75 % for domestic consumption. The Industry covers over one
lakh units and employs about 6 million workers, both directly and
indirectly in almost equal proportion. The indirect portion helps to
sustain the direct production sector in the shape of items associated
with the garment industry production including sewing/embroidery
thread, buttons, buckles, zippers, metal plates, cardboard sheets,
plastic butterflies and packaging material. Organized sector of the
garment industry is roughly 20% of the total industry, concentrating
chiefly on exports. These are usually limited Companies while the rest
are proprietary or partnership Companies. Geographically, men's
garments are largely produced in western and southern India while
production of ladies garments predominates in North India. Eastern
section of India specializes in children garments where in fact, these
took their birth. Fibre-wise, 80% of the production is of cotton
garments, 15% of synthetic/mixed garments and the rest of silk and

10. 10
wool garments. The industry manufactures over a 100 different types
of garments for men, women and children. These includes
overcoats/raincoats, suits, ensembles, jackets, dresses, skirts, trousers,
shirts, blouses, inner-garments, T-shirts, jerseys/pullovers, babies
garments as well as accessories like shawls/scarves, handkerchiefs,
gloves and parts of garments. Fabric constitutes 65 to 70% of the cost
of production with labour making up a further 15% and the rest go for
overheads and manufacturer's profit. Retail trade in India is spread over
department stores, hyper markets/discount stores and specialty stores.
A number of shopping malls have sprung up all over the country,
especially in the metros. Due to this, land prices have spiralled.
Attention now shifts to "B" class, "C" class cities and the rural area.
Customer retention
Customer Retention is the activity that a selling organization
undertakes in order to reduce customer defections. Successful
customer retention starts with the first contact an organization has
with a customer and continues throughout the entire lifetime of a
relationship. A company’s ability to attract and retain new customers, is
not only related to its product or services, but strongly related to the
way it services its existing customers and the reputation it creates
within and across the marketplace.

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Customer retention is more than giving the customer what they expect,
it’s about exceeding their expectations so that they become loyal
advocates for your brand. Creating customer loyalty puts ‘customer
value rather than maximizing profits and shareholder value at the
center of business strategy’. The key differentiator in a competitive
environment is more often than not the delivery of a consistently high
standard of customer service.
Customer retention has a direct impact on profitability. Research by
John Fleming and Jim Asplund indicates that engaged customers
generate 1.7 times more revenue than normal customers, while having
engaged employees and engaged customers returns a revenue gain of
3.4 times the norm.
Customer lifetime value
Customer lifetime value enable an organization to calculate the net
present value of the profit an organization will realize on
a customer over a given period of time. Retention Rate is the
percentage of the total number of customers retained in context to the
customers that approached for cancellation.

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Standardization of Customer Service
Published standards exist to help organizations deliver process
driven customer satisfaction in order to increase the lifespan of a
customer. The International Customer Service Institute (TICSI) has
released The International Customer Service Standard (TICSS). TICSS
enables organizations to focus their attention on delivering excellence
in the management of customer service, whilst at the same time
providing recognition of success through a 3rd Party registration
scheme. TICSS focuses an organization’s attention on delivering
increased customer satisfaction by helping the organization through a
Service Quality Model. TICSS Service Quality Model uses the 5 P's -
Policy, Processes, People, Premises, Product/Service, as well as
performance measurement. The implementation of a customer service
standard should lead to higher levels of customer satisfaction, which in
turn increases customer loyalty and customer retention.

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Literature Review
Loyalty programs have long been an important element
of customer relationship management for firms in travel related
industries such as airlines, hotels, and rental cars.
Information technology that enables firms to practice individual-level
marketing has facilitated
the spread of loyalty
programs into such diverse
industries as gaming,
financial
services, and retailing.
Accordingly, academic
researchers have begun to
study loyalty programs. Behaviourally oriented researchers, have
studied the effect of
Delayed incentives on consumer decisions and have proposed
analytical models to study the impact of loyalty programs in categories
with different structures.

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This study contributes to the literature that is focused on empirically
measuring response to loyalty
Programs Loyalty programs that base rewards on cumulative
purchasing are an explicit attempt to enhance retention.
Suchprograms encourage repeat buying and thereby improve
Retention rates by providing incentives for customers to purchase more
frequently and in larger volumes.
However,dynamically oriented promotions, such as loyalty
programs,represent just one possible technique for increasing
customer retention. Repeat buying may also be encouragedthrough
various means such as short-term discounts on merchandise or reduced
shipping charges. Therefore, it is
important to develop models that can simultaneously estimate the
influence of dynamic and current factors on long-term customer
behaviour promotions, short-term promotions, and individual level
factors on customer purchasing over time.
JOURNAL OF MARKETING RESEARCH, AUGUST2010
specific loyalty program that results in increases for both
the specific category and total store traffic. The contrasting
findings are consistent with the lack of consensus on theability of
loyalty programs to increase customer retention. It should be

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emphasized that studies that question the value of loyalty programs are
largely based on research that uses single-period switching models.
Additional research with models that more fully replicate the
dynamics of consumer response is needed to judge the effectiveness of
dynamically oriented loyalty programs.
What Customers Expect:
Today’s consumers are more savvy and sophisticated than ever. They
expect loyalty programs to offer:
 Easy participation
 Instant rewards
 Flexible rewards
 Fast accumulation of rewards
 Rewards claimed at any participating establishment
 Special offers
 Instant win opportunities
 Membership Cards
 Greetings on special occasion
 Gifts
 Coupons/Vouchers

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Types of Rewards:
Hard benefits and Soft Benefits
Loyalty program rewards can be classified into two main categories:
hard benefits and soft benefits. Hard benefits appeal to the rational
component of customer loyalty with "tangible‖ rewards such as free
travel. Hard benefits compel customers to immediately take advantage
of an extraordinary opportunity that may not last long. Conversely, soft
benefits appeal to the emotional component of customer loyalty and
are slower to reward. Discounts are considered soft benefits, as they
require the member to spend in order to receive and do not
differentiate retailers from the competition. Focusing the member's
attention on price and not on the issue of a compelling reward, soft
benefits are equally important to Retailers’ most valuable customers,
whose loyalty demands legitimate evidence of their special status.
Special status means special treatment, special deals, special access
and special events - whatever it takes to reinforce the sense of
importance of a retailer’s top-tier, high-value customers. Defining soft
benefits sets apart your relationship with your best customers, offering
experiences unique to your product or service and unavailable to non-
members.

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Types of Loyalty Programs:
Mid-market retailers or groups of retailers owned by a parent company
will benefit from using a program that will enable them to increase
their customer transactions and retention through membership card,
points programs, electronic couponing, instant messaging and special
offers, while the customer is present in their location – in real time, at
the point of sale. There are several types of programs to choose from.
“Closed-Loop” Programs:
A ―closed-loop‖ loyalty program involves only one company or chain
of locations within a particular industry, such as Marie Calendar’s in the
restaurant industry. In a closed-loop program, points are exchanged
exclusively within participating outlets, greatly reducing the cost base
of issued and outstanding points. Closed-loop programs require a
private-label or in-house co-branded credit card to enable transactions.
Using ―Private Label‖ cards, national, regional and small to mid size
retailers can operate their own ―closed loop‖ loyalty programs.
Generally, cardholders are instantly enrolled at the participating
retailers’ POS and in all cases a co-branded or generic private label card
is issued to the party enrolling.

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How “Closed-Loop”, Private Label Programs Work:
―Private Label‖ programs are executed through the following steps:
1) Customer presents his or her designated (specific bank or affinity)
credit card or ―Private Label‖ Loyalty Card at a participating Retailer
2) When the card is swiped through a certified terminal or electronic
cash register system, the payment processing and customer transaction
data are captured at the loyalty program’s host.
3) The Retailer’s financial institution handled credit/debit authorization
as normal. There is no effect to the Retailer’s existing banking or
processing relationship.
4) The Loyalty Host recognizes loyalty transaction through encoded
information and processes it accordingly. The customer has the option
to redeem earned rewards at the point of sale or continue
accumulating. The receipt generated from the Program Terminal
provides the customer with a mini-statement each time they use their
card.
5) The transaction details are collected, tracked and stored at the
Loyalty Host’s Data Warehouse, maintained by Global Loyalty.
6) Loyalty Host maintains the program’s Data Warehouse and can
produce specialized database marketing reports for the Retailer based
on their requirements.

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7) Retailers can disseminate precise information and implement
innovative new marketing programs or judge the effectiveness of
existing ones. Specific customer behavioural data opens the door to
establish new markets while maintaining the needs of current ones.
8) At the point of sale, a Retailer can then inform his customers of new
promotions, special privileges, events and increased rewards. A Retailer
can also tailor a specific message (up to 160 characters) live, on-
demand (host change required, done within 24 hrs), on all customer
receipts.
Open/ Cross-Sell Programs:
An ―open‖ or cross-sell loyalty program involves multiple types of
companies and industries. Participating Retailers are typically national
or regional chains (category killers) that do not compete for each
other’s customers, but share similar demographic and psychographic
profiles.
An open program consists of a group of participating Retailers that
allow customers – cardholders –to earn and redeem points at each
participating Retailer within the group. For example, if Marie Calendars
were to become part of an open program with The Gap, a customer
could use their Marie Calendar loyalty points at the Gap, and vice versa.

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Using advanced systems developed by top-tier loyalty program
specialists, chain Retailers using their existing terminal or POS system
can operate multiple cross-sell programs between departments and in
parallel with other non-competitive chains. In an open or cross-sell
program, revenues are generated from membership points (optional)
and transaction fees and through system access fees and program set-
up fees if applicable.
Real-Time Points Programs
Real-time points programs are a powerful tool for Retailers to reward
loyal customers for making purchases. Points are accumulated as a
percentage of the Rupee amount spend and a reward for frequenting
your location. Points can be adjusted to align with Retailers’ seasonal
business cycles (double points, bonus points, etc.). All points are
accrued and or redeemed at the POS in real-time. Points in effect
instantly become an electronic currency that can be redeemed at all
Retailers Participating in the coalition program. This means Retailers
can avoid the hassle of producing expensive month-end statements for
customers, and customers experience the excitement for instant
gratification each time they use their card.
Real-time points programs offer POS instant statements that include
customers’ current point total, accrued balance, life time points and up

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to 360 characters of instant custom messaging or the printing of an
electronic coupon.
Retailer Benefits:
Regardless of what type is chosen, an effective electronic loyalty
program offers Retailers:
Automated marketing through the elimination of coupons rolls of till
tape, manual intervention or back-end processing required.
Ability to target selected customers rather than employing blanket-
marketing strategies.
Ability to reward customers at point-of-sale rather than at another
time, avoidingfulfilment costs.
Ability to cost effectively run incentive programs for small transactions
and modifies programs regularly.
Prevention of fraud and over-claiming
Rewards tailored to various customer groups (ex., a restaurant’s best
customers can be automatically identified and given a better or
increased reward over an infrequent guest)
Compatibility with any and all payment methods
Ability to operate multiple programs can simultaneously
Multiple programs for each transaction

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Cross sell opportunities and incentives
Ability to change parameters based on business cycles
Detailed reports of transactions – purchases and redemption
1. Need for the study
 Do loyalty programs increase customers’ satisfaction
with the product/service offering and their satisfaction
with the company?
 Do they increase the duration of customer-provider relationships
and usage levels of products/services?

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1.1 Statement of the Problem
organizations that must decide whether loyalty programs
generate revenues that exceed their implementation costs,
as well as decide whether loyalty programs are more profitable
than other retention strategies such as service guarantees.
Objectives
This project is based on consumer loyalty towards Readymade Garment
Retailer. Hence, Objectives of study are:
1.) From the consumer’s perspective, are rewards attainable?
2.) From the consumer’s perspective, are rewards relevant?
3.) From the firm’s perspective, is the LP design aligned with the
desired goal(s)?

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Research Hypotheses
Generally, the goal of these programs is to establish a
higher level of customer retention in profitable segments
by providing increased satisfaction and value to certain
customers
Scope of the Study
 This project is related to retention strategies adopted by Ms
Globus India only
 The scope of this project is limited to the customers of Globus in
KPP store only.
 Some confidential data of Globus may not be available for study,
which might affect the validity of the study.
 The study was done only for the month of May and June 2012.
The picture of the other months may be different.

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CHAPTER –II
ORGANISATION
PROFILE

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Globus Stores PVT. Limited Company
Launched in January 1998, Globus is a part of the Rajan Raheja group.
The company opened its first store in 1999 at Indore followed by the
launch of its second store in Chennai (T-Nagar). Soon to follow was
another in Chennai located in Adyar. The flagship store in Mumbai was
opened on 1st November 2001 followed by a swanky new outlet in New
Delhi in South Extension

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The sixth & seventh stores are in Bangalore in Koramangala &
Richmond Road respectively. The Eighth store in Ghaziabad at Shipra
Mall followed by the ninth, tenth and eleventh in Kalaghoda, Mumbai,
Thane and Ghaziabad, twelfth store at Kanpur and thirteenth store in
Ahmedabad & fourteenth store in Lucknow.As of May 2008, Globus has
opened its 24th Store in Nagpur and the journey continues...
Competitors: Westside, Pantaloon, -Lifestyle, V-Mart, etc.

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Target customer
profile
• Core target : youth
between 18 to 25 years of
age
• Extended core : 16 to 18
year olds as well as 26 to
35 year olds
• Fun loving, casual but stylish, wanting to belong but at own terms,
energetic, work hard
party hard lifestyle

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Customer focus
• Customers come back twice a
Month
• Over 2.5 Lakh walk-ins every
Week
• Innovative customer response
System
• Collect over 6000 customer
suggestions every month

30. 30
Store look & layout
• Fresh and vibrant
• Fashion oriented
• Energetic music
• Bright and colorful
• Relating to the contemporary
youth
• Complements the brand image
• Well laid out so that it should
be extremely easy to shop

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Marketing Strategies
 Looking at the segment at which we are targeting we need to
concentrate on
 Corporate offices
 Colleges
We can go ahead with sponsoring college event and even giving gift
vouchers under predefined condition
We can also participate in various fashion festivals.
We can publish fashion Newsletters
We can even send emails to different corporate offices
There are plenty of BPO, KPO and MNC around Kalyaninagar,
Shashtinagar and Vishrantvadi, targeting them by hoardings, bus stop
etc.

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Brand positioning
• Young, expressive, trendy but not irreverent
• Mid price fashion segment
• Looks aspirational
• Yet affordable

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Globus Stores PVT. Limited
Strength:
 Increasing demand (Rising living standard of people).
 Flexibility of product mix (they can add different category of
apparels to their product mix )
 Attracting people through well music system.
 Good Quality
 Trained employee
Weakness:
 Fewer Varieties.
 Selling only apparels.
 Limited space.
 Not economical.

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Threats:
 Increasing global competition
 Upcoming local competitors with good quality of product.
Opportunity:
 Domestic market too presents immense opportunities with
spending on the rise and organize retail sector.
 Opportunity to capture international market

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Chapter-III
Research Methodology

36. 36
Research Methodology
The study of “Effectiveness of Loyalty Program in Readymade
Garment Retailing”is mainly concerned with Loyalty of consumer
towards Readymade Garment Retailing.
In the study, we used survey method to collect various data regarding
effectiveness of loyalty program which is a primary source of data and
we also used secondary data method to prepare this project report.
Hence various data and methodology is considered in finding out
effectiveness of loyalty program. The main data sources are:
Methods:
The survey method is used to collect the primary data with the help of
questionnaire based on explorative and conclusive research.
Sampling Technique:
The sampling technique used is non- probability sampling and
respondents were chosen by convenience sampling
Sampling Unit:
It refers to the individuals who are to be surveyed in the study and it is
the customer who is consuming or using or who has bought Globus
Garments.
Sample Size:

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It refers to the number of people surveyed for this topic, in the study
100 people were surveyed and responses drawn.
Sampling method: The sample chosen was by probability sampling and
the method used was random sampling.
Secondary Data:
The secondary data can be defined as data collected by me one else for
purposes other than solving problem being investigation and previously
meant for another purpose. A secondary data is collected from the
books, periodical journals, magazines, papers, company records,
internet and other publication.

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Chapter –IV
Data analysis and
Interpretation

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Data Analysis and Interpretation
In this study, 100 customers were asked for studying effectiveness of
loyalty program in readymade garment retailing. As the purpose of the
study was exploration, sample of five was deemed fit as they would
represent the population of organized apparel retail outlets in Pune
market- a metro in western part of India. We surveyed 100 Readymade
Garment Customers. The collected data were not easily
understandable, so I analysed the collected data in a systematic
manner and interpreted with simple method. The analysis and
interpretation of the data involves the analysing of the collected data
and interpretation it with pictorial representation such as bar charts,
and pie charts.

40. 40
Below is the questionnaire which was used to collect data from
customers:
Q.1)Gender:
fig.1
Interpretation: According to this survey, it is clear that male is keener
to prefer these retailers than woman.
70%
30%
Male
Female

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Q.2) Age:
fig.2
Interpretation: Above data shows that young generation is keener to
prefer this branded readymade garment retailer than adults.
60%
24%
16%
15-20
26-35
36-45

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Q.3) Occupation:
fig.3
60%
24%
16%
Business Man
26-35
36-45

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Q.4) Yearly Income:
fig.4
Interpretation:
Survey shows that 24% customers, whose earnings are less than 1lac per
year (student who are Dependent on parents),
46% customers, whose earnings are between 1-2.5 lac, 20% customers,
whose earnings are between 2.5-5.5 lac, and 10% customers, whose
earnings are more than 5.5 lac prefer these retailers. It shows that young
generation and middle class as well as upper class are very keen to
prefer these retailers.
24%
46%
20%
10%
<1lac
1lac-2.5lac
2.5lac-5.5lac
5.5lac

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Q.5) How frequently do you shop from Branded readymade
garment retailers?
fig.5
Interpretation:
It can be concluded that Customers use to shop for 1-3 times a month
from branded readymade garment retailer.
10%
16%
74%
5-7 times a month
3-5times a month
1-3 times a month

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Q.6) Which retailer do you visit for purchasing garments?
fig.6
Interpretation:
It is accepted and it can be concluded that Customers are very keen to
prefer Pantaloons and Lifestyle.
48%
24%
14%
8% 6%
Pantaloons
Westside
Lifestyle
V-Mart
Globus

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Q.7) Why do you prefer this garment retailer? (Give Rank)
Interpretation:
It is accepted and it can be concluded that Customers prefer these
branded readymade garment because of quality and loyalty program
activities like discount schemes.
fig.7
70%
14%
10%
6%
0%
Good Quality
Discount Schemes
Variety of products
Well behaved staff
Ambience
0% 20% 40% 60% 80%
Series1

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Q.8) What are they doing to retain customers?
Interpretation:
It is accepted and it can be concluded that Membership card and greeting
on special occasion are most preferred.
fig.8
44%
34%
16%
6% Membership Card
Greetings on Special
occasions
Coupons/Vouchers
Gifts

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Q.9) Do you prefer this Globus because of the above mentioned
loyalty programs?
Interpreted:
It is accepted and it can be concluded that Customer prefers this retailer
because of above mentioned loyalty program.
fig.9
36%
64%
Yes
No

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Q.10) Would you like to shift from any readymade garment retailer
who doesn’t provide loyalty card to another readymade garment
retailer who provides loyalty card facility?
Interpretation:
It is rejected and it can be concluded that customer would not like to
shift from readymade garment retailer who doesn’t provide loyalty
program because here quality of product does matter.
fig.10
36%
64%
Yes
No

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Chapter VI
Findings &
Suggestions

51. 51
Findings & Suggestion
 There are mainly women’s walking in the store.
 Store focus on youth as its main target customers
 According to my findings, it is clear that male is keener to prefer
these retailers than woman
 Above data shows that young generation is keener to prefer this
branded readymade garment retailer than adults.
 There are more walking for business man.
 It shows that young generation and middle class as well as upper
class are very keen to prefer these retailers.
 It can be concluded that Customers use to shop for 1-3 times a
month from branded readymade garment retailer.
 It is accepted and it can be concluded that Customers are very
keen to prefer Pantaloons and Lifestyle.
 It is accepted and it can be concluded that Customers prefer these
branded readymade garment because of quality and loyalty
program activities like discount schemes.
 It is accepted and it can be concluded that Membership card and
greeting on special occasion are most preferred.
 It is accepted and it can be concluded that Customer prefers this
retailer because of above mentioned loyalty program.

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 It is rejected and it can be concluded that customer would not like
to shift from readymade garment retailer who doesn’t provide
loyalty program because here quality of product does matter
 Collect over 6000 customer suggestions every month

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Suggestion
 It is suggested to bring schemes & promotion offers that attract
more youth customers.
 Should be more visible on social media like Facebook, twitter.
 Required to show its market presence through print media &
electronic media.
 Should participate in various fashion festivals.
 Should publish fashion Newsletters.
 Should send emails to different corporate offices.
 Should open more stores at different locations like Aundh,
 & pimpri.

54. 54
BIBLIOGRAPHY
 Research Methodology By Pearson Publication,
 Http://Apparel.Indiamart.Com/Lib/Textile/Textile07301998.Html
 Global Loyalty X-Change Published In Transaction Trends Magazine
2003
 Www.Practicalecommerce.Com
 Http://Www.Researchandmarkets.Com/Reports/651166/
 Www.Indianretails.Com
 Http://En.Wikipedia.Org/Wiki/Loyalty_Program
 www.Globus.In

55. 55
ANNEXURE