Differentiation of product and services depends upon technology, features, packaging, flavor, taste, financial services, warranties, guarantees, advertising, ...

1. Differentiation

2. Major Differentiating Factors Product Differentiation Service Differentiation Image Differentiation Channel Differentiation Personnel Differentiation

3. Product Differentiation Features Technology Design Quality Packaging Ingredient

4. Service Differentiation Financial Services After Sales Services Repairing and Maintenance Guarantees and Warranties Customer Education Logistics and Distribution Exchange Scheme Resell Value

5. Image Differentiation Atmosphere Differentiation Celebrity endorsement Differentiation Sponsorship Music, trade mark, color, logo, USP Advertisement

6. Personnel Differentiation Physical appearances and fitness of the service personnel Knowledge, qualification, experience and skill of service personnel Character, commitment, integrity, behavior, and willingness of the service personnel How far they upgrading themselves, their skill and knowledge according to changing technology Their social network. How far they are consistent. Virtues like patience, tolerance and humbleness. Self less not greedy, thrifty or hypocrite , how far consistent in their behaviour. Truthfulness of service personnel plays important as he should not make false promises after customers which unnecessarily creates big service gap between promises and actual services. How they are behaving behind the screen, behaviorial change on departure of a customer, backbiting, talking ill about the customers With attractive physical appearance, beauty of mind and feeling plays important role. In close or small city social network, family background also plays important role. Dress code and discipline of the service personnel.

7. Channel Differentiation Direct Marketing Online Marketing Retailing Dealer Distributor Network True value dealers of Maruti