Devised a Strategy for Kotak Mahindra Bank's Marketing Mix

1. Arnab Guha Mallik
TEAM: FADED FLAME IIM KOZHIKODE
Anshul Kumar Abhisek Paul
anshulk15@iimk.ac.in
Ph: 8086087963
arnabgm15@iimk.ac.in
Ph: 8943994677
abhisekp15@iimk.ac.in
Ph:8943707444
Sector – BFSI
Company – Kotak Mahindra Bank Limited

2. Modern day banking customers are taking greater control of their banking relationships.
They are ready to switch banks and demand improvements.
Banks in turn need to re-evaluate their strategies and the way they interact with their customers. They need to give their customers
greater flexibility, choice and control and focus on consumer needs and engagement
Primary Research Overview
Sample Overview
 Kotak Mahindra Bank wishes to establish itself as the pre-eminent bank of choice for the mass affluent of India.
 Kotak Mahindra’s offering of 6% on savings account has been a marketing success met by increased savings account deposits.
 However, it was not the only bank to do so. Competitors like Yes Bank and IndusInd Bank have also increased the offering on savings
account post the RBI deregulation.
 In spite of other banks still offering 4% on the savings account, Kotak Mahindra has not been able to match them yet in terms of
market share and popularity.
 In such a competitive scenario, depending on just the PRICING strategy is not sufficient.
 what is needed is the improvement and opportunities in the other levers of the marketing mix of the financial products and services
that it offers, so that it is able to differentiate itself from the competitors in the coming future.
OBJECTIVE
Number of respondents – 79
24% of the respondents were between the age 21-25 years, 35% in between 26-30 years, 21% between 31-35 years and 20% greater than 35
Consumer Survey Insights
1. Bank loyalty is high in consumers , however most are unwilling to shift from/change their current bank
2. Trust is the most important factor while opening a new bank account. Previous brand image and an expert opinion plays a pivotal
role here
3. Personal Networks and trusted financial communities are the most trusted source of info to be updated about bank offerings
4. Social media is the most used platform for knowing a bank’s products and services

3. Consumer Survey Insights
1. Communication clarity is the most important factor to improve
satisfaction among the customers
2. Most consumers seek expert advice on complex products as a
part of standard service offering
3. Major consumers value cash back on credit/debit cards as a
main source of rewarding their loyalty
4. Niche customers want their loyalty to be rewarded by
premium offerings (something different from standard)
1. Most consumers (approx. 76%) prefer branchless banking
(entirely online)
2. Accessibility (presence of ATMs included) and personal
relationship are the most important factors in keeping loyalty
with a bank
3. Internet banking and ATMs are the most influential banking
experiences
4. Ease of Use/Navigation in internet banking is the most valued
by customers
IMPLICATIONS AND INTERPRETATION
• The growing importance of word of mouth, reference group and the waning power of direct selling have implications for banks’
marketing strategies.
• The strategy should be Pull i.e. turning their satisfied customers as advocates. They can also influence online affinity groups as
marketers by letting them select and shape the communications they receive.
Shift marketing from “push” to “pull”
• Banks need to capitalize on customers’ growing enrolment in loyalty programs.
• Most customers enjoy financial rewards. Although costly, such rewards offer huge potential benefits in loyalty and advocacy.
• Banks should tailor programs for affinity groups and let customers choose rewards based on their value to the bank.
Develop flexible loyalty programs
Some more figures
76% of the respondents were male. 79% of the respondents earned between 5 to 15 lacs of salary annually
41% of the respondents have changed their primary account earlier
Customer should be allowed to shape their own experience

4. SocialMedia
Focus on customer
engagement through
Social Media
Use social media to
make banking easier
Build a strong
relationship through
improved Customer
care
LoyaltyPrograms
Reward
customers, keep
them engaged
Focus on loyalty
programs not
only for present
customers but
also new
customers
Improvetechnology
Focus on mobile
banking
Use SMS
services to
simplify
Bring out new
technologies
Online account
opening
Move from multi-channel to omni-channel distribution
•Customers care more about convenience than about channels.
•Banks need to look beyond multi-channel toward a fully integrated banking experience that
combines the advantages of physical branches and in-person interactions with the
information-rich digital channels.
•Omni-channel distribution leverages customer data gathered from branches, website visits,
social media and elsewhere.
Focus on Customer Care
•Banks must provide relevant information and advice. They
also need to address grievances of the consumers in a
short time frame.
•Hence banks need to be responsive and receptive
•Banks should encourage customers to
use digital channels whenever possible.
•Banks should determine which services
customers want to handle through
branches and encourage — not force —
other transactions to move to digital
channels
Make low-cost digital channels
customers’ preferred choice
•The use of cutting-edge technology
is vital to all these implications..
•Technology can also help to maintain
intimacy and sustainable relationship
as customers move towards digital
banking and greater self-service..
Use innovative technology to deliver
the retail bank of the future
IMPLICATIONS AND INTERPRETATION
Focus on customers need, give them more flexibility
Technology will be key
Seamless integration with digital and other
inexpensive media all focused on customer needs
The 3 PILLARS DELIVERING VALUE to CUSTOMERS OUR DECISIONS

5. 0
0.5
1
1.5
2
2.5
3
0 1 2 3 4 5 6 7 8
InteractivityLevel
No of Channels
Banks No of Channels Social Grades
HDFC BANK 8 3.06
ICICI BANK 8 2.81
AXIS BANK 5 2.28
CITI BANK 5 2.02
YES BANK 6 1.97
KOTAK MAHINDRA 5 1.62
STANDARD CHARETERED 4 1.8
INDUS IND BANK 4 1.24
ING VYSYA BANK 3 0.79
SOUTH INDIAN BANK 3 0.72
KARNATAKA BANK 3 0.57
BANK OF PUNJAB 2 0.36
The Social Media Grades shows how
active the banks are in the social
media space
Calculated on a scale of 5, the
interactivity level of the banks in
Facebook, Twitter, LinkedIn, YouTube
and Blogs are taken into
consideration
No of channels represents the bank’s
presence in any social networking
sites
Social Media Grades for the
Private Sector Banks in India
Data Taken from simplify360
social media analytics platform ©
InRev Systems 2011
Interaction Plot of the Private Sector Banks in the Social Media Space
Interactivity level
measures the
engagement of
banks like replying to
customers, and other
interactive
campaigns carried
out
No of channels include the
total no of social media sites
employed by the bank like
twitter, Facebook, blog etc.
Kotak meanwhile has
only 16868 followers
on Facebook and 2
meaningful Facebook
apps about offers and
donate for a cause
(check appendix for
detailed comparison)
From the
interaction plot
and the social
grade table, we
see KOTAK lies
below other
competitive
banks in the
social media
space.
 Great
opportunity, tim
e to improve.
Twitter handle not utilized much
for all banks opportunities for
more interactions and
engagement

6. According to Forrester Research 55% of consumers want ongoing conversations with companies and brands. 89% said they would feel more loyal to a brand if they
were invited to take part in a feedback group. We as a team suggest some SOCIAL MEDIA STRATEGIES AND EVENTS TO DRIVE LOYALTY, ENGAGEMENT and
REVENUE
Customer Care APP: (KOTAK MAHINDRA CUSTOMER CARE: “WITH
YOU, FOR YOU” )
 FACILITIES (Promise to get back within 7 working days)
 Click on the Customer Care app and you are taken to a page with
the following options:
1. Online form: The customer fills in his details and
elaborately describes the problem
2. GUI: Enter location in dropdown menu to get free hotline
nos. of the customer care of that particular city
Customers do not have to search on the internet for
specific city nos., they can go to Facebook and easily find
out. Better service + Flexibility
3. Give the name of a customer care officer and her/his
email id and ask customers to write to her
4. If not satisfied someone higher in authority (Name, email
and designation)
More personalized services; shows that Kotak cares more about the well-
being of their customer and how highly they are valued
 DEDICATED “ASK_KOTAK” TWITTER PAGE: Customers to ask or
note down their grievances against Kotak Mahindra
 They can track problems of customers as and when tweeted.
Replying with a solution helps in building a better image in the
minds of the consumers  TWITTER still untapped by banks
 LIVE CHAT (CONSUMER SERVICE)
1. Through facebook
2. GOOGLE+ HANGOUT
All Kotak will need is a dedicated team of about 10 people handling
customer requests who are not even afraid to apologize! Leverage
“WITH YOU, FOR YOU” SLOGAN
KOTAK MAHINDRA ASSISTS: A page where information about
banking, ATM banking and all other functions/basic information
are explained as FAQs. The page will also contain information
about Kotak’s various products and services
 Simplifies banking services for consumers
 Promotion about their own services: FREE
Payments APP: Currently present only through net banking
extend to both mobile banking and Facebook i.e. both the
mobile app and Facebook app to contain payment options
 Rationale: gives the consumer more flexibility and
choice. Becomes so easy for a customer to pay bills
from wherever he/she feels comfortable from.
 Mobile banking payments will allow him to pay bills
on the go as and when remembered
 Same footing as other competitors
 App containing different payment options: Enter
details and pay
1. Mobile, 2. DTH, 3.Insurance premium, 4.
Electricity, 5. Gas, 6. Taxes and 7. Mutual funds
Facebook apps
Login into bank account app on FACEBOOK
1. Check balance
2. Check transaction history
Gives flexibility, ease and choice to consumers. They decide the
way to log into their bank account
1
2
3
4
SOCIAL MEDIA STRATEGY
We suggest the increase in apps on FB to 9 from 1 as of now
Detailed comparisons of banks: Social Media Page Appendix

7. Get deals APPs: (discounts or cash back offer) BUILD AND
IMPROVE UPON THE ALREADY PRESENT SERVICES
 dining : Select outlets e.g.
 Make a status update
 Tag us
 Enjoy upto 30% savings on restaurants
etc.
 shopping : Online shopping through ecommerce
portals
 Offers + mobile service e.g.
1. Make a purchase
2. Register like get jabong 5767676
and get vouchers
 Travel: Railways, buses and air. Tie ups with travel
booking sites like make my trip and Expedia etc.
 Entertainment : Movie and concert tickets
 others(gifts)
The Deals are primarily directed at the Loyalty Program
Increasing the offers on display to drive loyalty
Using Social Media to promotes such deals and
encouraging use of mobile app and SMS increases
engagement
5
6 App to calculate savings
1. Anti-smoking campaign: Calculate the amount
you can save on cigarettes link to Subbu’s
Saving tip
2. Save electricity campaign: link to Subbu’s Saving
tip
Subbu is used in marketing communication to talk about
savings. Leverage the same to promote about social and
environmentally relevant topics. Creates better brand image
Earlier
Now
Link the current communication strategy on SUBBU’s saving tips to offers
and apps on Facebook
SOCIAL MEDIA STRATEGY
The figure on the right side shows the current marketing campaign highlighting the great offers on
E-Commerce platform earlier Subbu advised to shop online now Kotak is giving the same
offers only to save MONEY
Linking the 2 communication easy building and leveraging the successful campaign using
SUBBU as an advisor
The figure shows the transition  communication earlier on the FB page to now
Same message and source to highlight relevant issues

8. • Target audience: 18-25 year old males!!
• Rationale: A lot of youth open bank accounts at this stage and are well aware
of offers and tech savvy too
• What is it?? : An online communities of youth where they take part in a variety
of events such as discussions, quizzes, polls about banking, problems they are
facing, changes they want etc.
1. They get funds for each such activity which is measured by a tracker in the app.
2. There will be a referral option where one can refer the app to his friends and
post on their walls. If his friends register, the customer gets 500 points as funds
for every such referral.
3. With the funds one can redeem a prize like Xbox 360s, PS3s. Samsung Galaxy
S2s, Nikon DSLRs
4. Every participant with over 10000 points are given a free account with the
bank
Serves as a community/forum. Helpful to get new ideas easy and inexpensive
way of market research Gets many people on board reach increases and so does
awareness. INCREASES ENGAGEMENT AND CREATES BRAND AWARENESS
FB CONTESTS to drive engagements and Revenue
 Create a special app for a monthly contest:
 Duration 3 months; Customers tor register on the
application
 Customers have to start spending with their Kotak
Mahindra Bank debit card to collect coupons. The app
will be interactive to show the no. of coupons collected
 Every Rs500/- spent in a single transaction gives you a
coupon. Every incremental Rs500/- on the same receipt
gives you another coupon. Every 6 such coupons gives a
chance to win one of 8 Samsung Galaxy S2/ Nokia Lumia
800 smartphones to be given away monthly
 Collect 12 such coupons to complete a card. The
customer with the maximum no of cards will win a laptop
or an IPAD.
 One can earn extra coupons by inviting friends to sign up
and spend using their CIMB Bank debit cards. Customers
will also get bonus coupons at selected merchants.
 ENGAGEMENT on Playing, REVENUE generated from the
spending and LOYALTY from the OFFERS + ADVOCACY
“SPENDING IS FUN” contest!! KOTAK MAHINDRA “Time to keep playing” Contest!!!
Apply for recruitment: easy way to screen and inexpensive
Find us/Store Locator
Video repository showing usage of ATMs and other basic
needs
7
8
9
SOCIAL MEDIA STRATEGY OTHER PROMOTIONS
• Announce new branch openings on Facebook
• Giving away Monthly vouchers worth Rs 1000
– Login to Kotak Mobile during the offer period
– Do any of the following transactions and stand a chance to win*:
• Transfer funds, Recharge pre-paid mobile, Pay utility bills or
Pay credit card bills
• Weekly contests on Facebook
– Play a movie quiz every Wednesday to win couple movie tickets for
every new Friday release

9. CREATING VALUE: Dedicated Customer Loyalty Program: Both a Challenge and an opportunity
 Cutting measures due to financial pressures has made it more
important to closely monitor customer experience.
 Increasing the share in the customer’s wallet is the new mantra
 Customers expect same level of service across all the touch
points and expect a fair and transparent treatment.
 Today’s banking customers are spoilt for choice. With few
barriers to entry, customer preferences have become
increasingly mobile.
 Customer loyalty is a precious commodity which must be
safeguarded at any cost
 Visibility is extremely important when it comes to a loyalty
Program.
 Banks need to have a dedicated loyalty program in order to
differentiate in an industry of similar financial products and
services
Kotak Mahindra Bank’s current position in terms of a loyalty
program
 KMB offers its major loyalty offerings currently by discounts and
cashbacks on platforms such as makemytrip.com, CineMax
, Dining offers and similar offers with Nokia and eBay
 Kotak appears to favour product usage or transaction frequency.
 Since banks’ businesses are hugely relationship oriented, their
loyalty programs must also be of similar persuasion
 customers need to be rewarded on every aspect of the
relationship (not just on number of transactions)
“ ” : Kotak’s new Loyalty program (overview)
 Will emphasize majorly on creating a relationship with the
customer at all the touch points (including online and
offline)
 Will reward customers for their relationships in entirety:
and not just on the number of transactions and usage.
 Kotak would consistently value its customers irrespective of
the revenues they bring
 Inclusive Loyalty Program: Less stringent criteria to qualify
for loyalty rewards in this particular program
 Rewarding longevity: offering greater rewards to customers
that have stayed with the bank for the longest length of time
or made repeat purchases
“Lasting Accord”: Special Loyalty Program for
premium customers (overview)
 Special admiration given to the “premium customers”
through this reward scheme
 These customers made aware that they are a high value
asset for the bank with interaction programs
 A premium customer should be highly visible in a lot of all
customers- added value
 Bank to reward premium usage such as flying business class
by corporate clients, 5 star, resort booking with a specially
designed KMB’s credit card only for its premium customers
How?
We suggest 2 loyalty programs
Detailed Comparison of loyalty programs: Check APPENDIX

10. Delivering Value: Launching Kotak Mahindra Bank’s dedicated Loyalty Program
“ ” : (detail)
Salient Features
 Encouraging the use of latest mediums: Each time a customer uses mobile or Internet banking, subscribes to alerts via SMS or visits an ATM instead of a
branch, he or she is awarded reward points
 Kotak will create “Customers are Owners” network which will aim to reward customers for “everyday banking”, and acknowledge the importance of both the
depth and monetary value of customer relationships
 Automatic membership to the program as soon as a customer opens a bank account with Kotak: creating a pull
 By rewarding the full scope of relationships ranging from checking and savings to loan applications, the program encourages customers to do more with
Kotak, and also with their cards
 Inclusive loyalty program: This program will include all the Kotak bank customers and while this may create a “feel good” factor for the customers, it would
create a sustainable relationship with each and every customer of the bank
 Redeem the reward points for a number of inbuilt online features and schemes over a wide range of products and services
PRINTAD1

11. “Lasting Accord” : For premium customers (detail)
Salient Features
 Reward points offered on a special premium credit card called “superioron” offered just to premium customers identified by Kotak- points
earned on every rupee spent with predefined merchants both online/offline. Customers to earn up to 10 points on every Rs 150 spent
 Option of redeeming the points with cash back, e-vouchers for major fast food outlets, fare reduction with major airlines
 Redeem your points online
 Log into internet banking
 Click on ‘Premier Card’ within the ‘My Accounts’ section
 Click on ‘Superioron Rewards’
 Redeem your points by phone
 Have your Kotak Premier Credit Card account number to hand
 Place your order with the specially dedicated Kotak Premier team
 Kotak will create “Premium ownership” network which will aim to reward premium customers for “everyday banking”, and portray the
estimation of the premium customers’ importance for the bank
PRINTAD2

12. TECHNOLOGY IS KEY!!
Kotak Mahindra provides links to download the forms which can be filled and
submitted in the nearest branch to open account.
 IMPROVEMENT POSSIBLE
Customers on filling the form online would be sent a welcome kit , cheque
book including a working ATM/debit card within 2 days
A banking correspondent would deliver it.
He will take the signatures and other proofs from the doors tep
The account will then be activated in 24 hours.
Thus from the form fill-up to account opening duration =3 days flat
The option of opening a bank account will be available through
Internet, mobile as well Facebook
SUGGESTION KEEPING CONSUMER NEED IN MIND ADDS VALUE
Online Account opening: 3 DAY GUARANTEE!!PROMOTE NEW FEATURES OF TECHNOLGY OR MOBILE BANKING ON
FACEBOOK
 MOBILE SERVICES: With your User ID and password in place
online banking is smooth, convenient, easy . Easy way to
remember net banking id, next time you are shopping online
 Sms “userid” to a no like 567676
 Mobile recharge for DTH and cellphone: Type KOTM <mobile
no><operator><recharge amount><last 6 digits of the debit
card (net banking user id)> very innovative and adds VALUE
as it removes the need of internet, sure to garner huge
interest and adoption
Promote usage of Mobile banking with offers: ”Kotak Mahindra brings to
you banking anytime anywhere. Transact using the Kotak Mahindra
Mobile App and get a chance to win Flipkart vouchers everyday!!”
Easy to use, people know how to SMS- more convenience and flexibilty
to consumers
RFIDforpersonalizedservice
The Need for Personalized service
•Although employees can not know the
names of every customer who comes
through the door, many clients may
expect them to do so, and do not want
to announce their own names
How will the bank leverage?
•When the customer leaves the
bank, the readers again capture the
card's ID number, indicating a
transaction has been completed. The
bank can evaluate how long customers
waited before being selected by
someone from the relationship-
management team, as well as how long
the client took to complete a
transaction.
Cashacceptor
What is the Need?
•One of the main hindrances to
complete branchless banking is the
limitation that deposits have to be
made at the branches only.
However, with the help of cash
acceptors, this limitation could be
overcome.
What it is?
•The machine called cash acceptor —
that looks like an ATM — where you
can deposit cash. The machine not
only counts the cash, but also
authenticates the notes and credits
the money to your account in real
time.
Makes life easier for consumers
CompleteBranchlessBanking
What is Branchless Banking?
•Branchless banking means you do not
need to go to the branch of the bank to
open an account. Its all done online. All
transaction are also online. If you need a
demand draft or a cheque book, it will be
delivered to your home. The advantage is
convenience of banking, lower
transaction costs and higher interest
rates.

13. APPENDIX
 Primary research findings with graphs
 Competitor Analysis- Social Media Page
 Comparative Study: Offers of Banks
 LOYALTY PROGRAM COMPARISON OF BANKS
 Other technologies suggested

14. 42%
45%
6%
6%
38%
6%
6%
0% 5% 10% 15% 20% 25% 30% 35% 40% 45% 50%
Trusted brand name
Friends/parents/reference group suggested
Saw ads in print media
Saw/Heard ads in TV/Radio/Movies
My previous experience with the new bank was good, so opened…
Came across a promotional campaign in the city/mall/stores etc
Others
Selection of new banks: factors
When it comes to money, trust is the most important factor to decide which bank to
open an account in. Previous brand image and an expert opinion plays a pivotal role
here
3.87
3.71
3
2.95
2.88
3.55
0 0.5 1 1.5 2 2.5 3 3.5 4 4.5
Face-to-face discussion with friends, family and colleagues
Financial comparison webistes
Financial advisor
Media reports
Competitor advertising
Online Personal networks/trusted communities
Information Sources
Secure and trusted opinions count for banking customers. Personal Networks
and trusted financial communities are the most trusted source of info to be
updated about bank offerings
39%
16%
7%
17%
21%
Social Network Find out more about their products
and services
Access my account
Share budget and spending patterns
Share great offers related to
banking
Comment on the level of service I
have received
Customers like more interactive platforms.
Social media is the most used platform for knowing a bank’s products and services
76%
24%
62%
12%
0% 10% 20% 30% 40% 50% 60% 70% 80%
Expect advice on complex products to be a part of the
standard service that the bank provides
Prepared to pay separately for advice on complex
products
Prepared to pay for basic services if the services are
improved
Prepared to pay for advice on complex products if the
advice was completely independent
expectations in terms of paying
Customers need more value in use.
Most consumers seek expert advice on complex products as a part of standard
service offering
38%
24%
21%
17%
Improvements
Communication clarity
Standard terms and conditions
Service quality
Personalization
Improved Marketing mix plays an important role.
Communication clarity is the most important factor to improve satisfaction among the
customers
Bank loyalty is high in consumers.
Most customers are unwilling to shift
from/change their current bank. But
poor services can woo them away
24%
76%
bank shift
Yes
No
Results of the Primary Research: Survey
Number of respondents – 79 Males – 74%, Females- 26%
Income range: <5 lakhs – 19%, 5-10 lakhs – 48%, >10 lakhs – 33% Age group: 21-25 yrs – 24%, 26-30 yrs - 35%, 31-35 yrs - 21%, >35 yrs – 20%

15. Loyalty programs are of utmost importance. Niche customers want their loyalty
to be rewarded by premium offerings (something different from standard)
76%
24%
Branchless Banking
Yes
No
Consumers are changing their banking services usage platform.
Most consumers (approx. 76%) prefer branchless banking (entirely online).
58%
66%
54% 56% 58% 60% 62% 64% 66% 68%
If you actively use three or more products from a
bank, that loyalty should be rewarded with better
service
If you actively use three or more products from a
bank, that loyalty should be rewarded with lower fees
or higher rates on deposits
Switching: Loyalty Program
8%
6%
29%
3%10%
23%
21%
Loyalty Program Services Price reductions on bank products and services
Gifts
Cash-back on credit/debit cards
Nothing, I don’t pay any attention to
loyalty/rewards programs in banks
Premium services from the bank
Price reductions for partnerships
(cinema, retailer, etc.)
Air miles/hotel points
People are more willing to accept rewards in form of cash back rather than in
kind. Major consumers value cash back on credit/debit cards as a main source of
rewarding their loyalty
74%
73%
69%
76%
74%
76%
78%
72%
75%
75%
76%
73%
74%
64% 66% 68% 70% 72% 74% 76% 78% 80%
Recommendations
Rewards / Loyalty Programs
Brand Image / Reputation
Personal Relationship
Branch / Bank Locations
ATM Locations
Accessibility / Convenience
Quality of Advice
Ease of Use
Interest Rates
Instant response to its customers
Schemes and offers.
Behavior of employees
Factors affecting loyalty
Accessibility (presence of ATMs included) and personal relationship are the
most important factors in keeping loyalty with a bank
76%
82%
68%
79%
74%
0% 10% 20% 30% 40% 50% 60% 70% 80% 90%
Page Setup/ Menu Flow
Ease of use/ Navigation
Speed of page loading
Variety of transactions
General assessment about the service
Factors: Internet Banking
Nowadays consumers want things to be as simple as possible, so that they do not
have to put in much efforts
91%
82%
63%65%
89%
80%
Factors influeincing banking experience Internet banking
Mobile banking/payments
Social media
Telephone
ATM
Branches
Internet banking and ATMs are the most influential banking experiences
LINK OF SURVEY: https://qtrial.qualtrics.com/SE/?SID=SV_0wW4X4FBLza9n5X

16. Competitor Analysis- Social Media Page
Facebook page?
If yes, no of Likes Yes, 588489 Yes, 822408 Yes, 39303 Yes, 337852 Yes, 474195
Twitter page?
If yes, no of
followers
52 6028 885 4385 11646
No of facebook
apps
9 8 7 3 7
What are they?
• Mere zindagi ki picture
– create your own
personal movie
celebrating the moments
• Mere zindagi ka safar –
reliving the journey of
your life
• Plan your money –
cigarette
calculator, power of 1000
calculator, eating out
calculator, mein
banoonga crorepati
calculator
• Customer Care
• Axis Bank Branch
• A to Z offers
• PicBadges
• Buy Tickets
• Axis Speedpay – pay all
your bills instantly
• Your Bank Account –
on Facebook, lets you
check your account
details, get e-
statements, Upgrade
debit cards, request
cheque books
• iArena – the gaming
application
• Khayal aapka photo
contest
• Product Suite
• Bank-on-the-go
• Offer zone
• Customer care
• Locate us
• Locate us
• Customer care – Yes
Touch Service
• Product Suite –
savings account, global
Indian banking, wealth
management
program, senior citizen
program, fixed deposit
• Money Monitor –
personal finance
tracking tool
• Events
• Offers and Privileges
• Twitter
• SmartBuy offers -
exciting deals and
discounts on HDFC Bank
Credit Cards with
SmartBuy –
computers, electronics,
mobiles, watches, appare
l, jewellery, books, gifts, t
ravel accessories
• Products – Accounts
and Deposits, Credit
Cards, Loans, Service
• Twitter
• Cash Back
• Weigh your wallet –
get to know who you
are when it comes to
money
• My Citibank
privileges –
Personalized Offer
Recommendations
from Citibank
• Connect – Access all
your account
information on
Citibank Online
• The Delight of Delhi
•The magic of Mumbai
•Global – continent
wise global reach of
Citibank
Axis Bank ICICI Bank CitibankHDFC BankYes Bank
Kotak meanwhile has only 16868 followers on Facebook and 2 meaningful Fb apps about offers and donate for a cause

17. Banks
HDFC AXIS ICICI CITI BANK YES BANK INDUSIND SBI KOTAK
MAHINDRA
Online Shopping Online shopping
offers on Mobiles,
other electronic
devices, jewellery,
watches, gifts and
travel accessories
shopping at many
major Online stores,
get to know about
the current special
offers/discounts and
get a preview of the
new items added on
to the shelves by
these online
retailers/service
providers
Air, Rail travel
Vouchers, holiday
packages, electronic
gadget purchase
offer, books, toys and
games, Dining and
culinary treats
Visit any of the
mentioned websites
and buy through
reward points
Debit to
savings/current
accounts covering
categories
like Apparels, Hotels,,
Gifts, Florists,
Electronics, etc
No specific
catalogues on their
site, just IndusInd
Bank e-Secure
confirms your identity
through a simple
check process when
you make online
purchases
Accessories,
automobiles, books,
consumer electronics,
entertainment,
finance, gifts,
jewellery etc. One of
the largest catalogues
in the industry
Apparel, Artefacts &
Collectibles, Astrology
Ayurvedic Products,
Books & Periodicals
Education, Electronics
& Household Items,
Florists, Gifts, Hotels
Bill Payment Postpaid and prepaid
mobile payment .DTH
services of TATASKY.
Insurance premium
and subscriptions of
India Today
Electricity, Gas,
insurance, mobile and
telephone, municipal
taxes, mutual funds
payment
Discount on
bookmyshow bill
payment
Postpaid mobile,
insurance, DTH,
donations,
subscriptions ,
electricity, mobile
recharge, landline
Insurance, donation,
charity, subscriptions,
mutual fund, Gas,
Utility, mobile bill
payment
Telephone Bills,
Electricity Bills,
Mobile Bills, Recharge
your Prepaid Mobile,
DTH Recharge ,
Insurance Premia,
Gas Bills
SBI e-PAY- pay for E-
ticketing, e-tax,
telephone bill,
electricity, insurance,
credit cards
MTNL, BSNL, Airtel &
telephone/mobile
bills, Electricity Bills,
Pay Visa Credit Card
Bills, Pay Insurance
Premiums
Debit Card
Offers
Benefits on fast food
outlet payments,
hotel booking and
online movie tickets
booking
free domestic ATM
transactions, personal
insurance, only Debit
Card that is well and
truly your own, since
you even decide how
you want it to look.
Earning Payback
reward points for
redemption, cashback
on mobile recharge,
Bonus Weekend
offers; for example
on buying Apple iPad
2 Tablets
No additional Debit
card offers
Attractive discounts
at TGIF stores across
the county, 20%
discount on VLCC day,
discount on visiting
resorts
Discounts on apparels
to electronics, from
dining to travel &
holiday, from
jewellery to wellness
Cash back on debit
cards, pay for
purchases, restaurant
bills, hotel bills,
airline tickets and
other purposes
Discounts on
shopping at eBay,
cinemax, infiBeam,
firstcry.com, tradus,
discount on Apollo
hospital health check
Credit card
offers
Easy EMI payment
offers, online mobile
recharge, travel
bookings, special
discounts on family
restaurants
Use your Axis Bank
Card & Get Rs 250 off
on a minimum
purchase of Rs. 999,
Extra 15% Off on all
products exclusively
for Axis Bank Card
Holders
Offers on selected
dining, cash back on
fuel purchases,
entertainment
Special ICICI Jet
Airways credit card
(free miles on joining)
Offers on dining,
shopping,
entertainment, travel
, paying of EMI (major
benefits for credit
cards only)
shop online, pay
hotel bills, plan
vacation, pay fuel
charge, pay shopping
bills, accident
insurance, lost card
protection
Dining Offers- offers
from the leading
restaurants, Travel
Offers- tied up with
the topmost in the
airlines, travel and
hotel industry
SBI spiceJet card-Cash
Back, SpiceJet
Discount Vouchers,
Excess Baggage
Vouchers, Lounge
Access & Incremental
rewards on your
spends
Domestic Flights-
Rs.250/- caseback per
booking ID, Domestic
Holidays:- 7 % cash
back International
Holidays 10% cash
back on base fare
Other offers Special benefits on
shopping from eBay
India and Yatra.com
relish sumptuous
meals at a famous
restaurant or get the
choicest of consumer
durables in super
discounted prices
with zovi.com and
tradus.com
Prepaid cards to
purchase anytime
and anywhere,
corporate cards for
business travel and
vendor payments
Loan on credit card,
Redeem Reward
Points in return of air
travel miles, cash
back and other gift
vouchers
YES BANK - BAJAJ
Allianz Jiyofit
Programme | A Zero
Balance Savings
Account with various
health benefits
All IndusInd Debit
Card holders will get
a discount for
different travel
services availed at
Yatra.com by using
their IndusInd Debit
card.
2% discount to all on
sale of gold coins of 500
grams or more at any
one time . Holidays and
Hotel Booking for SBI
Credit Card Holders
Royale Signature Card
-Access to 600 VIP
Airport Lounges
Worldwide
Fuel Surcharge waiver
Exclusive dining
benefits at the Taj
Comparative Study: Offers of Banks

18. Bank Name HDFC ICICI Bank Kotak Mahindra CitiBank Axis Bank Yes Bank
Different Loyalty
Programmes
My Rewards Payback, Hand picked Rewards
Kotak Card Benefits
Suvidha
Titanium Rewards Debit
Card, Gold Debit Card
BAJAJ Allianz Jiyofit
Programme
General Terms
and Conditions
Card member must
accumulate a minimum of
500 points to be eligible
for redemption of Reward
Points in the MyRewards
redemption program
Earn while you spend with our
exciting reward program. Get 1
reward point for every Rs 100 of
POS usage on your Titanium
Rewards Debit Card. Reward
points can be redeemed against
exciting gifts, merchandise and
gift vouchers, need to collect 400
points before starting to redeem
A Zero Balance Savings Account
with various health benefits. This
program looks to promote a
proactive and preventive approach
towards improving one's health &
fitness.
With the Jiyo Fit Debit Card, you
have the power of healthy options,
all in the palm of your hand. Get
Health Insurance cover, and gain
healthcare benefits such as
discounts & special offers at gyms
& fitness centres, health-food
restaurants & stores, chemists,
spas, and lots more.
Features
Reward points offered on
different types of credit
cards- points earned on
every rupee spent with
pre-defined merchants
both online/offline.
Regalia, Infinia- special
type of credit card offered
to the premium
customers to earn up to 8
points on every Rs 150
spent
earn PAYBACK points on purchases
from ICICI Bank Credit Cards and
Debit Cards.
Earn even more points at HPCL,
makemytrip.com and many more
PAYBACK partners in your city or
online and redeem your PAYBACK
points for fabulous rewards
Redeem Hand-picked Rewards against
a wide range of exclusive options.
Choose from fashion to fragrances,
dining experiences to holidays, home
entertainment to hi-tech gadgets and
a lot more. Each item has been
carefully hand-picked to ensure that
our card members* get only the best.
makeMyTrip:Domestic Flights:
Rs.250/- cashback per booking
ID, 5% cashback on domestic
holidays, 7% on international,
10% cash back on base fare of
the international flights
CineMax: Buy 1 Ticket and Get
1 free on Saturday and Sunday
at www.cinemax.co.in.
Wine and Dine Delights: Save
up to 20% * on dining across
120 restaurants, similar
discount options with Nokia
and ebay
Using Citibank Suvidha
Account, the more banking
services you use, the more
Suvidha Loyalty Points you
earn.
You can redeem your
Suvidha Loyalty Points
online for a wide range of
gifts
Reward program, enhanced limits
for cash withdrawl, flexibility of
usage, fuel surcharge waiver,
insurance, access to airport
lounges, online payments,
worldwide reach, customer care,
etc
Axis Bank has announced the
launch of Swipeon, a mobile
phone based card acceptance
service which will convert any
mobile phone into a card
acceptance device by simply
attaching the Mswipe card reader
to the phone.
Obopay - Mobile Money Services -
This service will enable consumers
to transfer money to other
individuals, pay utility bills as well
as recharge prepaid SIM cards (top-
ups), by using their mobile devices
LOYALTY PROGRAM COMPARISON OF BANKS (1/2)

19. Mobile Apps
and other
feautures
Android App-This
application helps you
check your account
balance, transfer funds,
pay your bills and conduct
many other transactions
while on the move
ngpay App- you can bank
on the move. With ngpay
you get a range of services
from a network of
partners. Book tickets,
shop or transfer funds,
there are so many
possibilities.
iMobile- ICICI Bank's mobile
banking application. Easy,
convenient and secure to use,
iMobile lets you transfer funds,
pay bills, book travel or movie
tickets, recharge your prepaid
mobile and DTH, locate an ATM
etc
Mobile Banking: Menu driven
service - no need to remember
complex codes
Citi Mobile- Simplest and most
convinient way of accessing the banking
services while on the move, regular
updates on the dining offers across the
city
Use CitiBank Online (on a mobile
browser) to check the balances in your
linked accounts—checking, savings,
credit card, home equity or personal
lines and loans, and mortgages
Pay bills and track payments
Deposit checks into your personal
checking account using your mobile
device
See recent activity
Transfer money between your Citi
accounts
Send money to other people with
Popmoney
Mobile based card acceptance is
expected to benefit merchants with
home delivery services, cash-on-
delivery agents, taxi drivers and
others as they can easily accept
card payments on the go, with very
small investments on their part.
Enjoy surcharge waiver on fuel
spends at all fuel stations across
India with your Axis Bank Titanium
Rewards Debit Card. There will be a
cap of Rs. 200 on the monthly
amount of fuel surcharge waived
and no reward points will be
awarded on fuel purchases
Discounts and
other offers
Yatra.com
10% Off on Domestic
Flights subject to
maximum of Rs. 200
10% Off on International
Flights subject to
maximum of Rs. 500/-
10% Off on Domestic
Hotels subject to maximum
of Rs. 500 on ebay
Credit Card Shopping- 5%
Off
Debit Card- 5% Off
Net Banking- 10% Off
Travel Vouchers with goibibo.com
Cashback on booking with
makemytrip.com
Discounts at selected outlets
15% Discount at dining at selected
restuarants
Check your account balances
for Current, Savings & Term
Deposit accounts
Transfer funds between your
accounts or other accounts in
Kotak Bank
Send and receive money from
your mobile instantly via
Interbank Mobile Payment
Service (IMPS)
Make payments to selected
merchants via IMPS Merchant
Payments
Purchase & redeem Mutual
Fund units
Report loss/theft of Debit
Card and request for
replacement
Check status of your Cheque
instruments
Request issue of new Cheque
book
Pay Utility Bills to over 150
service providers
The Titanium Rewards Debit Card
grants you access to premium
airport lounges in
Delhi, Chennai, Kolkata, Mumbai
and Kochi.
No more waiting in long queues.
Pay your telephone, mobile or
utility bills, book movie, train or
flight tickets or shop online from
the comfort of your home using
your Titanium Rewards Debit Card.
Extra 15% Off on all products
exclusively for Axis Bank Card
Holders
Use your Axis Bank Card & Get
Rs 250 off on a minimum purchase
of Rs. 999 by using Promocode
AXIS250.
Discounts & Special Offers from
Gyms, Spas, Beauty Clinics,
Diagnostic Centers and Retail
Chains
Cashless admission to Bajaj
Allianz networked hospitals just
by producing the Jiyo Fit card at
the counter
nstant & Hassle-free claim
preauthorization and re-
imbursement using the Jiyo Fit
Card
Special Offers from Brands,
Airlines, Hotels and Restaurants
Earn and Redeem loyalty points
at Partner Outlets
LOYALTY PROGRAM COMPARISON OF BANKS (2/2)

20. THANK YOU