Customer loyalty is a customer's willingness to buy from or work with a brand again and again, and it's the result of a positive customer experience, customer satisfaction, and the value of the products or services the customer gets from the transaction. Existing customers spend 67% more than new customers. In short, customer loyalty really pays off -- and customer loyalty programs end up paying for themselves. Brands want to provide great customer service so customers will continue subscribing or purchasing. But customer loyalty is paramount to brands' success -- because loyal customers can grow business faster than sales and marketing.

2. Presented by
Kushal Shah
Uzma Sayeed
Dhruv Sheth
Abhi shah

3. Flow Of The Presentation
What is customer loyalty?
Why customer loyalty matters
What is customer loyalty program?
Benefits of loyalty program
Types of loyalty program
What is multiply?
What does multiply give you?
What is multiply status?

4. Did you know it costs a business about
5-25X more to acquire a new
customer than it does to sell to an
existing one?
4

5. What is customer loyalty ?
 Customer loyalty is a customer's
willingness to buy from or work with a
brand again and again, and it's the result of
a positive customer experience, customer
satisfaction, and the value of the products
or services the customer gets from the
transaction.
 Existing customers spend 67% more than
new customers. In short, customer loyalty
really pays off -- and customer loyalty
programs end up paying for themselves.
 Brands want to provide great customer
service so customers will continue
subscribing or purchasing. But customer
loyalty is paramount to brands' success --
because loyal customers can grow
business faster than sales and marketing.

6. Why customer loyalty matters
 Loyal customers convert and spend with
brands they like more often
 Loyal customers spend more than others
 Loyal customers tell their family and
friends about positive experiences.Word-
of-mouth marketing is more effective at
driving new customers than branded
content and advertising, and in turn, these
referred customers become loyal
customers that are likely to spend more
than average.
 Since we know that it costs more to acquire
a new customer than to retain an existing
customer, the prospect of mobilizing and
activating your loyal customers to recruit
new ones -- simply by evangelizing a brand
should excite marketers, salespeople, and
customer success managers.

7. What is customer loyalty
program?
 A customer loyalty program is a rewards
program offered by a company to customers
who frequently make purchases. A loyalty
program may give a customer free
merchandise, rewards, coupons, or even
advance released products.
 According to The Loyalty Report 2017, the
average consumer is involved in 14 loyalty
programs, but have the capacity to engage
with only seven. Companies lose money on
time and effort, and customers get no more
value from the businesses to which they are
"loyal."
 It’s time to look beyond convoluted rewards
systems and offer actual value to customers
using their loyalty program. Here are some
ideas for building a customer loyalty
program that might work for your business.

8. Benefits of loyalty program
Customer Retention
Marketers benefits from
loyalty programs as they
have the ability to improve
customer retention which
is the primary key to a
healthy business growth.
8
Increased sales
Loyalty programs have
been tasted repeatedly
and have proved to be
successful for many
industries in increasing
sales.
Reducing Unprofitable
customer
It helps to dropping off the
customers who only buy the
discounted lines and avoid
premium range almost on a
regular basis.
Relevant data and trends
This data enables
marketers to measure the
results of special
promotions based on
additional purchases, use
of additional channels.

9. Types of loyalty program
 Points Loyalty Program
 Tiered Loyalty Program
 Fee-Based Loyalty Program
 Cash Back Loyalty Program
 Coalition Loyalty Programs

10. Point Loyalty program
 With a points program, customers earn
points for transactions, engagement, or
visits and can redeem points for rewards.
Many points programs are are starting
to reward non-transactional behavior
including downloading a mobile app,
subscribing to an e-newsletter, liking a
page on Facebook, etc. You may find that a
points program works best for high-
frequency purchases or interactions
 Example- Anuttara by Tanishq

11. Type of Anuttara Membership Eligibility Reward Points
Temporary Anuttara Membership Any jewellery purchase from Tanishq. Once Temporary Card Members accumulate 500 points,
they can start redeeming them using their new Permanent
Card.
Permanent Anuttara Membership A jewellery purchase worth Rs. 35000 (on a single bill)
from Tanishq or all new Golden Harvest* Members or
temporary cardholders with a cumulative purchase of Rs.
35000.
You will get reward points equivalent to 3.5% on making
charges for Plain Gold & 1.5% on net value for Diamond-
Studded products.
Royale Anuttara Membership A one-time or cumulative jewellery purchase of Rs. 3
lakhs or a 2 lakh purchase of ONLY Studded Diamonds.
You will get reward points equivalent to 5% on making
charges for Plain Gold & 2% on net value for Diamond-
Studded products.
Royale Super Elite Anuttara Membership A one-time or cumulative jewellery purchase of Rs. 25
lakhs or a 15 lakh purchase of ONLY Studded Diamonds.
You will get reward points equivalent to 5% on making
charges for Plain Gold & 3% on net value for Diamond-
Studded products.
Royale Elite Anuttara Membership A one-time or cumulative jewellery purchase of Rs. 10
lakhs or a 5 lakh purchase of ONLY Studded Diamonds.
You will get reward points equivalent to 5% on making
charges for Plain Gold & 2.5% on net value for Diamond-
Studded products.

12. Tiered Loyalty program
 A tiered loyalty program provides
both immediate gratification with short-
term attainable rewards and long-term
aspiration rewards. In a recent loyalty
study, 50% of respondents said they
increased their spending or changed other
purchasing behavior in order to achieve a
higher tier status in a rewards program. The
key to a successful tiered program is
communication. Members need to know
the program benefits, their current status
and how close they are to earning
additional benefits
 Example- Jet Airways Frequent Flyer
Program- Jet Privilege:

13. Tier Upgrade 6-month Fast Track Upgrade 12-month Standard Upgrade
Tier Points Tier Miles Tier Points Tier Miles
BluePlus to Silver 15 22,500 20 30,000
Silver to Gold 30 45,000 40 60,000
Gold to Platinum 45 67,500 60 90,000

14. Fee based Loyalty program
 A fee-based loyalty program has the
promise of “you get what you pay
for”. They appeal to customers that are
highly committed. The customers
have done the math that if they pay to join
the program, they will at least break even
or potentially get rewarded for what they
already planned to spend. In a 2015 loyalty
study, 65% of American consumers stated
that relevant rewards are worth paying
for. Of the respondents who already
participate in fee-based loyalty programs,
69% said they were enticed by free
shipping, followed closely by special
discounts at 67% of respondents.
 Example- Walmart

15. Club Mahindra Membership Program
To make holiday plans simply for their members Club Mahindra have divided the year
into color-coded seasons which their customers can use to match with their holiday
pattern.
Purple: An all-season color which means members can holiday anytime of the year.
Red: This colour means members can holiday anytime during the year except for peak
periods– for example a New Year’s Eve in Goa.
White: The White season is an off season period. Those members who wish to be at
resorts which are less crowded can choose this colour for their holiday plan.
Blue: The Blue season is for those members who wish to opt for a relaxed, leisurely
holiday during non-peak periods at holiday destinations.
Membership fees: Club Mahindra membership cost ranges between Rs. 2,89,300 for a
Blue Studio to Rs. 19,56,800 for a Purple 2-bedroom apartment irrespective of the season
and the size of accommodation that the customer opts for.

16. Cash Back Rewards programs
 Cash back rewards programs are easy to
understand, create, and maintain. The value
proposition is simple — spend $X and get
$Y
 Example- Paytm

18. Top cashback
TopCashback is the India’s most generous cash back site to save
customers money on all their online shopping. It has several
e-commerce merchants like Flipkart, EBay, Paytm, Mobikwik, Jabong,
Homeshop18, Myntra and a lot more.
How does it work: When customer shops at the list of retailers on
topcashback.in site, topcashback.in gives the customer certain
percentage of their final spending on the confirmation of their
purchase.
Withdrawing your cash back amount from TopCashback.in is easy.
After the customer’s cash back has gone to Payable status, they can
transfer it directly to their bank account through NEFT or use their
Paytm Wallet or Amazon Pay Balance Wallet. Customers are given an
extra 3% bonus cash back if they withdraw their money by using
Amazon Pay Balance.

19. Coalition Loyalty program
 coalition loyalty program is
a loyalty program operated by more than
one business and the customer data is
collected in a shared customer database
 Brands partner with non competitive
companies together so that, with one
particular loyalty program, customers have
lots of redeem choices among different
brands.payback
 Example- Payback card

20. Payback
It is one of India’s Multi brand loyalty program. This program lets
customers earn points on their shopping be it online or in-store
partners across India. Customers can earn points on their daily
activities be it shopping, payments, grocery, fuel and more.
Points Earned Online Store:
Shopping at online stores like Amazon, Flipkart, Jabong customer
earns 4 points on every 100 Rs spent.
With Big Bazaar- PAYBACK loyalty program, shopping for daily
essentials can bring in rewards points. Customers avail benefits of
BigBazzar offers and best prices too. They also earn 2 PAYBACK
Points for every Rs 200 spent. They can collect PAYABCK Points
from various Future Group formats, like Central, Food Bazaar, Brand
Factory, foodhall,
Ezone

21. STEPS TO DEVELOP CUSTOMER
LOYALTY PROGRAM
▫ Plan out a loyalty program:
▫ Then pick employees who are have good
people skills and can deal with customers
in an effective way.
▫ Set your goals and measure them with
CRM:
▫ Use Good CRM Software to manage this
program.
▫ Set a Budget: Set two different budget one
for your existing customers and the other
for your new customers.
▫ Think of hacks that will encourage more
customers: Think of loyalty rewards that
would encourage more customers to buy
your products. Few hacks could be:
▫ Earn additional discounts when purchase
milestones are reached.

22. What is multiply?
▫ Multiply is a wellness and rewards program
offered by Aditya Birla Wellness Private
Limited (Aditya Birla Wellness) that
empowers and motivates families to
prioritize their health by offering engaging
wellness solutions, securing access to
various wellness and leisure facilities and
services, and by offering benefits at various
providers to incentivize and reward their
wellness behaviour. This program is
managed and operated by Aditya Birla
Wellness.

23. What does Multiply do/give
you?
▫ Multiply incentivise members to maintain or
enhance a healthy lifestyle.
▫ Multiply works for you through the
following steps:
▫ Follow a healthy lifestyle
▫ Earn Multiply medals by completing
healthy activities.
▫ Improve your Multiply status by earning
more medals.
▫ Get access to even bigger benefits and
rewards on lifestyle partners and brands.
▫ Multiply Partner brands include:
▫ Fitness Centres: Over 300+ gyms/fitness
centres across India
▫ Lifestyle Brands: Amazon, Samsung, Uber,
BigBasket, goibibo, PVR, Idea, IOCL
▫ Fitness Devices: Garmin, Fitbit, TomTom,

24. What is Multiply Status?
▫ The different Multiply status are : Bronze,
Silver and Gold.
▫ New members will start on Bronze status.
The more Medals they earn, the higher the
status they will reach. Higher the status,
better are the rewards.
▫ To move up a status, members must earn
enough Medals to reach the relevant status
threshold. The new status will apply
immediately.
▫ In case of Family Multiply status, the status
applies to all family members. When
adding or removing a family member
during the contract year, the status of the
family will remain in place.

25. If you want to Know more Please contact me at
About Me - https://about.me/kushalsshah/getstarted
Email Id · kshah19995@gmail.com