A STUDY ON CUSTOMER RETENTION STRATEGIES A COMPARATIVE STUDY ON SWIGGY AND ZOMOTO

In today's competitive food delivery industry, customer retention plays a vital role in business success.This study aims to analyze and compare the customer retention strategies of two major Indian food delivery platforms-Swiggy and Zomato.The research explores how each company builds long-term relationships with its users through loyalty programs, personalized marketing, app features, customer service, and promotional campaigns.Swiggy focuses on convenience and membership benefits through services like Swiggy One and exclusive deals for students.It also uses data-driven personalization and limited-time offerings like "Drops" to keep customers engaged.On the other hand, Zomato relies on witty communication, creative marketing, influencer partnerships, and loyalty programs like Zomato Gold to strengthen user connection.The study is based on including market reports, company announcements, and case studies.The findings show that while both companies use similar tools, their approach and tone differ significantly-Swiggy emphasizes efficiency and value, while Zomato focuses on engagement and brand personality.Understanding these strategies provides insights for businesses aiming to improve customer loyalty in the digital marketplace.