Brand Image:

Big Bazaar has convinced customers by using the slogan “Isse sasta aur aacha kahin nahi”
,which implies that one would not find a place where price of prdocuts offered is lesser than Big
Bazaar .This is just a simple statement ,but it has a long lasting impression in the minds of the
customer. Thereby, positioning itself in the top position .Big Bazaar believes in providing service
and values to thwe customer. They keep their customer in mind while taking any decision
whether how it would be perceived.Therefore,they buy the product in bulk and keep the price
low such that the brand will have long lasting impression amongst the customers.

Loyalty programs:-

According to Mr Biyani ,price, quality and services are the ways to retain customer. He feels that
the loyal customers spend more time and money in Big Bazaar rather than newcomers. Due to
intense competition, loyal customers might switch sides. Therefore, Big Bazaar has started
offering special discounts to customers who enroll to loyalty card program. Citibank and ICICI
bank had tie up with Big Bazaar .The company has also been successful in wooing customers to
subscribe for Future credit Card .It is also a loyalty cum credit cards of future holdings whuch
can be used in any outlets of future group .

Major Programs

 Big Bazaar exchange offer:-Big Bazaar issues coupon for the old goods being
exchanged.The coupon worth would be 4 times the price offered by the scrap
dealers.These coupons can be reimbursed in th from of goods at Big Bazaar
 Sabse sasta din:-Generally ,Big Bazaar provides special offers on special days like
Independence and Republic day to its customer. On this day,products are available at the
most lowest cost.This day can change people’s routine.
 Wednesday Bazaar: Big Baazaar has introduced this concept to attract customers on
weekdays(Generally customers are busy on these days ,due to their hectic work schedule)
.The price is lowest on this day in the week.
 Monthly Bachat Bazaar:-This is one of the most attractive scheme for customers who
earn salary on monthly basis.Generally, most of the middle class and upper middle class
customers fall under this category.This scheme starts at the starting of every month i.e.
from 1st to 8th of every month. It is the time when the customer get their salary. Hereby,
Big Bazaar takes the advantage of scenario and provides offers to customers .
 Special offers before college and school start:-Big Bazaar provides offer prior to starting
of school and colleges on stationery products,shoes,bags, clothes etc.
  Sampling of new products:-Big Bazaar provides arrangements to provide a stall for
upcoming/or just introduced product. Salesperson would be explaining about the product
and customers would be allowed to test those products and buy it ,if they like it. Big
Bazaar has provided many companies to sampling of their products.

Customer Services

Big Bazaar has been providing a diversified services to its customers like car parking, baggage
counters, gift wrapping, trial rooms , emergency call facility, free home delivery for expensive
purchases. Wheel chair facility is also available.
They also provide services for electronic goods. Customer help disk is also available at the
entrance. Moreover,it is also one shop store as they provide wide range of products.Suggestion
box is also available for suggestion/complaint regarding the services provided.It also provides
toll free number for customer care and e-mail ID through which complaints would be lodged or
feedback can be provided.If the problem is not solved, he/she can go to the zonal officer .

According to Mr Biyani, theory, change and confidence among the entire population is leading to
rise in consumption, through better employment and income which in turn is creating value to
agriculture products across country.

Vision:
To deliver Everything, Everywhere, Every time for every time for every Indian consumer in the
most profitable manner.

Mission:
 We share the vision and belief that our customers and stakeholders shall be served only
by creating and executing future scenarios in the consumption space leading to economic
development.
 We will be the trendsetters in evolving delivery formats, creating retail realty, making
consumption affordable for all customer segments – for classes and for masses.
 We shall infuse Indian brands with confidence and renewed ambition.
 We shall be efficient, cost- conscious and committed to quality in whatever we do.
 We shall ensure that our positive attitude, sincerity, humility and united determination
shall be the driving force to make us successful.

Quality policy:
All products sold at Big Bazaar are guaranteed at good price and are of good quality

Price guarantee:-
If within two days ,if one finds a product of same brand/quality available at a lesser price,if one
brings it to notice within ten days along with receipt ,then can avail gift voucher which would be
double the difference between the price
Infrastructure:
Big Bazaar is usually 2-3 storeyed.Stores are air conditioned with music facilities,parking
facilities etc

Customer Relationship Management of Big Bazaar:

Big Bazaar tries to target people having strong potential interest in the product and have the
potential to purchase it. So, here Big Bazaar tries to convert prospects into potential customers
and further into loyal customers. Then these loyal customers are converted into clients. Clients
are further converted into advocates. Advocates are people who praise the products and suggest
to it. Advocates would be converted into partners, who try to get mutual benefit.
ProspectsCustomersClientsAdvocates->Partners
Therefore, CRM plays an important role in account management.

Innovative Marketing Strategies of Big-Bazaar:

Presentation
Aesthetic appearance is the major determinant for attracting customers. Good external visual
merchandising is made which creates interests and convinces the customer to buy.
Announcements about the product is made.

Marquees:
Special signs are used to display stores name.It attracts the attention of customers.

Banners:
Banners are conventional and economic means of promotion. One can find banners on
hoardings, near the store etc. Effective designs and color scheme are same as displayed near the
store, newspaper ads etc

Entrance and Aisles:

Entrance and aisles are spacious with impetus given to cleanliness

Window Displays:
Window displays change seasonally and based on mood.Good window display attracts
customer.It is observed that an average amount of time an individual spends looking at window
display is eleven seconds.They attract attention ,create interest and invite people to the
shop.Generally,Big Bazaar is crowded.Therefore,it is difficult to make a notice with respect to
window dressing.

Interior Presentation:
Judicious usage of space and maximum utilization of it , proper arrangement of products and
theme is kept in mind while presenting . It should motivate customers to spend more.Well
designed displays and in-store promotions are important.This has been helpful in building the
image of Big Bazaar.
Use of music:
Music has been playing an important role for building the mood and store image.It helps to ignite
the subconscious mind and a positive impression on the customers.

Scent:
Using of scent can simulate the olfactory linings of the nose. It also builds the mood and builds
positive impression about the products.

Products Available:-

 Household items
 Electronic goods
 Mobile phones and accessories
 Furniture
 Cosmetics
 Apparels
 Toys
 Stationery
 Fruits and vegetables
 Grocery
 Food items