How the customer loyalty help in a business to grow.

1. JK BUSINESS SCHOOL
MARKETING

2. CUSTOMER LOYALTY
THE ULTIMATE OBJECTIVE OF EVERY MARKETER
PRESENTED BY:-
SURAJ PARASHAR
PRINCY KUMARI
SONU KUMAR
SAVITRI MISHRA
DEEPAK SAINI

3.  Overview
 Trust , commitment and customer satisfaction
 Customer value
 Customer acquisition and retention
 Customer Relationship Management
 Conclusion
TABLE OF CONTENT

4. COMPANY EMPHASIZE MORE ON:-
Transparency Convenience Relevance Engagement Ease of use

5. Question-1
“Trust commitment and
customer satisfaction are the
pillars to building customer
loyalty ”. Enumerate through
different examples keeping the
case in context.

6. Customer Loyalty
• Liklihood of existing customers to continue purchasing from same
company.
Customer
Satisfaction
Trust
Commitment
Customer
Loyalty

7. Menu Innovation:-
• Small toy with ” Happy meal combo”
• Breakfast Menu
• Local people, Local product, Local price
• Transforming brands towards Healthy menu
Reducing sodium by 10% in nuggets to 20% in fries
Reducing oil contain by 42%

8. Trust , Commitment And Customer Satisfaction
• 6 level of quality
check
• Hassel free shipping
• Fast delivery
• 3 crore product in
India
• Uniform packaging
• On-time delivery
• 295 stores in 120+ cities
• Big Bazaar profit club
• Low pricing and also get
discount
• “Hafte ka sabse sasta din”-
Wednesday Bazaar

9. Question-2
“Delivering customer values has a strong
linkage to generating long- term customer
loyalty”. Provide arguments from diverse
sectors supporting the statement.

10. Amazon Prime
• One –third of all the orders placed are from amazon prime in amazon
India.
• FMCG offers 1.9 million products from 9000 sellers.
• “Great Indian sale” , prime members accounted 35% of the order,
purchases grew by 100% of prime members.
• Exclusive deals
• Free prime videos
• Amazon prime music

11. Customer Value
• 49% shares in Men’s
Razor
• Aggressive R&D
• Hygiene , decent
environment
,predictable service
• 500+ cities and 18000
hotels tie up,2.7 lakh
rooms
• 27% in market share
of rooms
• 1500+ stores in India
• Everyday value offers
• 30 minutes delivery
• 50% in organized
pizza and 70% in
home delivery pizza

12. • Give specialized , personalized and convenient service to your
customers.
• Co-creation of innovation with your customer.
• Customer loves loyalty programs.
• Identify the segments in which you can create more value than your
competitor.
HOW TO CREATE CUSTOMER VALUE

13. Question - 3
Relevance ,experience , engagement ,
personalization are some terms gaining
importance in the current age for
customer acquisition and retention.
Explain how these have added new
dynamic to the game of building brand
loyalties.

14. • Boosting customer retention rate by
just 5% can increase profit by
between 25% to 95%.
• A mix of personalization , relevance ,
exclusivity and engagement helps in
winning customers.
Customer acquisition and retention

15. • Reliance Jio uses competitive pricing strategy
• Used Aadhar card number for faster sim
activation and also offer home delivery
services
• Acquired over 10 crores subscribers during
free trial period
• After trial ended about 7.2 crore subscribers
RELIANCE JIO

16. QUESTION-4
Customer relationship management process aims at
enhancing customer loyalty. What are the various
initiatives on the establishment of customer
connect , management of data , investment in
technology , and people development being taken
by organization today for an effective CRM strategy?

17. Customer Relationship Management
Building
relationship with
customer
Selling product to
customer

18. • USE OF ONLINE CELEBRITIES
• USE OF BLOGGERS
• TRENDING HASTAGS
CUSTOMER CONNECT
DATA MANAGEMENT
• Amazon
• Flipkart
• And other online
shopping apps

19. PEOPLE DEVELOPMENT
Like enhance your
personality and also
fulfill your needs.

20. CONCLUSION
• It’s not the customer loyalty
• Brand loyalty generates greater market share
• Brings in new customer with word of mouth publicity
• Loyalty program with reward will go a long way
• Loyalty programs would be a game changer

21. THANK YOU