Marriages are made in
Heaven,
But arranged on…
The World’s Largest Matrimonial Service
Company Profile
 Over 12 offices in India
 2 International Offices
 170 Shaadi.com Centres in India
We will be covering…
Indian Matrimonial Services
Online Offline
Marketing Mix
Product
 Search profiles of prospect brides and grooms either on
internet or by visiting its offline centers
 Express yo...
Product
 Personalised services for match-making
 Online Astrology services like horoscope matching
- A relationship and ...
Price
Membership Price Duration Benefit
Free - Unlimited No Email, chat or phone numbers
Gold Rs. 2,201 3 months Email, ch...
Place
 Online access from anywhere across the globe
 Access using mobile phones (SMS, wap site and IVR)
 170 offline ce...
Promotions
 Online marketing across portals like rediff, yahoo, msn etc.
 Hosting events like Swayamvars and Speed Datin...
Promotions
 Festive promotions, offers and discounts
People
 Over 500 employees across the globe
 1.41 crore members
 Over 8,22,073 successful matches till date
 Visitors ...
Process
 Standard process of operation
 ISO 9001:2000 certified
 Verisign Secured and TRUSTe Certified payment mechanis...
Physical Evidence
 Shaadi.com centre offices across the country
 Offline payment centres such as Head Post Office, Axis ...
Gap Analysis
Gap Model of Service Quality
Customer Gap
Services Marketing
Service Attributes
Musts
Satisfiers
Delighters
 Musts
– Profiles with photos (both genders)
– Religions, regions, communi...
Services Marketing Triangle
Services Marketing Triangle
 External Marketing
– Online marketing campaigns
– Offers, promotions and discounts
– Offline...
Services Marketing Triangle
 Internal Marketing
– Training programs
– Knowledge sharing sessions
– Roadmap meeting
 Inte...
Consumer Decision Making & Evaluation
Need to get married
• Online search (matrimonial websites)
• Offline search (marriag...
Self Service Technologies
 Register, create profile, search and contact members on the
internet and mobile site
 Search ...
Channels for Service Distribution
 Internet
 Mobile
 TV (Dish TV)
 Offline Shaadi.com Centers (Retail)
Role of Culture
 Homepages, emailers and promotions designed as per
community and region
 Festive offers to targeted com...
Customer Relationships
Customer Relationships
 24x7 Live Help
 Help through emails, chat and phone
 Toll Free number from anywhere in India
 ...
Zone of Tolerance
 CRM turnover time – 24 hours
– Profile activation, photo upload
• Adequate = 12 hrs & Desired = 24 hrs...
Service Quality Dimensions
 Reliability
– wide variety of profiles across communities and countries
 Responsiveness
– On...
Customer Pyramid
Least Profitable
customers
Most Profitable
customers
Platinum
Members
Diamond
Members
Gold Members
Free M...
Retention Strategy
 Financial Bond - at the expiry of membership
– 5% discount on Gold Membership
– 10% discount on Diamo...
MR Program
 Customer Satisfaction Survey – every 6 months
 MIS reports to understand the user and usage pattern
 Feedba...
Types of Complainers
 Passives
– Encounter a problem but do not report it
 Voicers
– Report the problem via email, phone...
Service Guarantee
Unconditional Guarantee - 100% money back
If you do not have at least 1 accepted member in the first mon...
Service Development
New Service Development Process
Example: Photo Uploader Tool
New Service Strategy Matrix
Offerings Markets
Current Customers New Customers
Existing Service Sales Promotions, Offers,
D...
Boundary Spanners
 Customer Relationship Officers
 Shaadi.com Center Representatives
 Cheque / DD pickup boys
Enhancing Customer Participation
 Refer a friend to Shaadi.com
 Forward profile to a friend
 Surveys and Polls
 Submit...
Problem 1
 High Membership Rates
 Low usage of personalized services
Action Plan
 Price the memberships slightly less or at par with the
competition
 Include as many premium services within...
Example
Membership Price Duration Benefit Personalized
Service
Free
eCoupon
Renewal
Benefit
Gold Rs.
1950
3 months 40 Nos....
Expected Result
 More paid members on the site
 More traffic on site and hence more usage of services
 Lead to more suc...
Problem 2
• Integration of
Action Plan
Integration with
 Shaaditimes Newsletters sent to members on a weekly basis
 Articles, Expert Advice, post m...
Action Plan
Integration with
 Monthly Shaadi.com Magazine to Paid members including
 Articles, Expert Advice, reviews, e...
Expected Result
 All the 3 services will be pushed to the users at regular
intervals. Hence, more brand exposure
 Weekly...
Thank You
Web service promotion
Web service promotion
Web service promotion
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Web service promotion

  1. 1. Marriages are made in Heaven, But arranged on…
  2. 2. The World’s Largest Matrimonial Service
  3. 3. Company Profile  Over 12 offices in India  2 International Offices  170 Shaadi.com Centres in India
  4. 4. We will be covering… Indian Matrimonial Services Online Offline
  5. 5. Marketing Mix
  6. 6. Product  Search profiles of prospect brides and grooms either on internet or by visiting its offline centers  Express your interest, chat, email and call members  Profile Verification services like Shaadi SEAL  Search and contact members on mobile using sms, wap site, mobile application and IVR
  7. 7. Product  Personalised services for match-making  Online Astrology services like horoscope matching - A relationship and wedding portal guide - Online wedding directory services - eShop for your wedding
  8. 8. Price Membership Price Duration Benefit Free - Unlimited No Email, chat or phone numbers Gold Rs. 2,201 3 months Email, chat, 40 phone nos. Diamond Rs. 3,301 6 months Email, chat, 90 phone nos. Platinum Rs. 4,801 12 months Email, chat, 200 phone nos. Sapphire Rs. 15,001 3 months Personalized Matchmaking services
  9. 9. Place  Online access from anywhere across the globe  Access using mobile phones (SMS, wap site and IVR)  170 offline centres across India
  10. 10. Promotions  Online marketing across portals like rediff, yahoo, msn etc.  Hosting events like Swayamvars and Speed Dating Events  Tie-ups with Star Vivaah and movies like METRO  Wedding Expos atleast once a year
  11. 11. Promotions  Festive promotions, offers and discounts
  12. 12. People  Over 500 employees across the globe  1.41 crore members  Over 8,22,073 successful matches till date  Visitors but not members
  13. 13. Process  Standard process of operation  ISO 9001:2000 certified  Verisign Secured and TRUSTe Certified payment mechanisms  Free home collection of cheque / demand draft in 65 cities in India
  14. 14. Physical Evidence  Shaadi.com centre offices across the country  Offline payment centres such as Head Post Office, Axis Bank and HughesNet Fusion centers
  15. 15. Gap Analysis
  16. 16. Gap Model of Service Quality Customer Gap
  17. 17. Services Marketing
  18. 18. Service Attributes Musts Satisfiers Delighters  Musts – Profiles with photos (both genders) – Religions, regions, communities – Education, professional details – Search and contact facility  Satisfiers – Email, chat, profile verification – Regular updates on activities  Delighters – SMS and email Alerts – Offers and discounts – Prompt response to queries
  19. 19. Services Marketing Triangle
  20. 20. Services Marketing Triangle  External Marketing – Online marketing campaigns – Offers, promotions and discounts – Offline promotions eg. Outdoors – Wedding Expos – Events like Swayamvars and Speed Dating – Newsletters
  21. 21. Services Marketing Triangle  Internal Marketing – Training programs – Knowledge sharing sessions – Roadmap meeting  Interactive Marketing – CRM via emails, phone and online chat – Telecalling activities – Personalized service at Shaadi.com Centers
  22. 22. Consumer Decision Making & Evaluation Need to get married • Online search (matrimonial websites) • Offline search (marriage bureau, friends, relatives) Select multiple channels of search (websites, bureaus, friends) Purchase Membership(s) Monitor responses from channels
  23. 23. Self Service Technologies  Register, create profile, search and contact members on the internet and mobile site  Search using SMS and IVR  Automated request for photos, contact number, profile verification to other members  24x7 customer service on call and live chat  Online web tutorials
  24. 24. Channels for Service Distribution  Internet  Mobile  TV (Dish TV)  Offline Shaadi.com Centers (Retail)
  25. 25. Role of Culture  Homepages, emailers and promotions designed as per community and region  Festive offers to targeted communities  Astro details, Gothra, Manglik etc for select communites
  26. 26. Customer Relationships
  27. 27. Customer Relationships  24x7 Live Help  Help through emails, chat and phone  Toll Free number from anywhere in India  Local help call number in major cities in India and internationally (UK, USA, UAE & Pakistan)  Response within 24 hours
  28. 28. Zone of Tolerance  CRM turnover time – 24 hours – Profile activation, photo upload • Adequate = 12 hrs & Desired = 24 hrs; Tolerance = 12 hrs – Reply to queries on email • Adequate = 24 hrs & Desired = 48 hrs; Tolerance = 24 hrs
  29. 29. Service Quality Dimensions  Reliability – wide variety of profiles across communities and countries  Responsiveness – On payment activation, instant access to contact hundreds of members  Assurance – Safety, privacy and security features  Empathy – Useful tips and guidelines to find your match  Tangibility – Personalized services at Shaadi.com Centers
  30. 30. Customer Pyramid Least Profitable customers Most Profitable customers Platinum Members Diamond Members Gold Members Free Members Sapphire Members Most Effort Least Effort
  31. 31. Retention Strategy  Financial Bond - at the expiry of membership – 5% discount on Gold Membership – 10% discount on Diamond Membership – 15% discount on Platinum Membership  Social Bond – at the deletion of profile – Subscribe to ShaadiTimes newsletter – Opt-in to Astrology services by Astrolife.com
  32. 32. MR Program  Customer Satisfaction Survey – every 6 months  MIS reports to understand the user and usage pattern  Feedback form to every query response given by the CRO
  33. 33. Types of Complainers  Passives – Encounter a problem but do not report it  Voicers – Report the problem via email, phone or live chat  Irates – Continuously call up the CRM and follow up  Activists – Talk to the CRM-Head or write to the CMD about the problem
  34. 34. Service Guarantee Unconditional Guarantee - 100% money back If you do not have at least 1 accepted member in the first month, we Will refund your entire Premium Membership fee - No Questions Asked!
  35. 35. Service Development
  36. 36. New Service Development Process Example: Photo Uploader Tool
  37. 37. New Service Strategy Matrix Offerings Markets Current Customers New Customers Existing Service Sales Promotions, Offers, Discounts Online Marketing, SEO, SEM New Service Shaadipages.com Shaadi Sapphire Makaan.com
  38. 38. Boundary Spanners  Customer Relationship Officers  Shaadi.com Center Representatives  Cheque / DD pickup boys
  39. 39. Enhancing Customer Participation  Refer a friend to Shaadi.com  Forward profile to a friend  Surveys and Polls  Submit Success Stories and get Gift vouchers
  40. 40. Problem 1  High Membership Rates  Low usage of personalized services
  41. 41. Action Plan  Price the memberships slightly less or at par with the competition  Include as many premium services within each membership package  More contact numbers per package  Free gifts and incentives with every package  Slightly higher discount rates than what competition Offers in addition to extra days of membership  Personalized service for initial few days  Wave off taxes
  42. 42. Example Membership Price Duration Benefit Personalized Service Free eCoupon Renewal Benefit Gold Rs. 1950 3 months 40 Nos. + 3 xtra days - Rs. 100 10% OFF Diamond Rs. 3301 6 months 90 Nos. + 7 xtra days 3 days Rs. 250 15% OFF Platinum Rs. 4801 12 months 200 Nos. + 15 xtra days 7 days Rs. 500 20% OFF Sapphire Rs. 9,999 3 months 40 Nos. + 25 xtra days 90 days Rs. 1000 25% OFF Compared Memberships with BharatMatrimony.com
  43. 43. Expected Result  More paid members on the site  More traffic on site and hence more usage of services  Lead to more successful matches  Increase in overall revenue  Make the brand more stronger  Lead to more new members and registrations
  44. 44. Problem 2 • Integration of
  45. 45. Action Plan Integration with  Shaaditimes Newsletters sent to members on a weekly basis  Articles, Expert Advice, post marriage counseling, eStory etc.  ShaadiDirectory service to members who delete their profile or have found a match  Cross-selling ShaadiShop at various events such as:  Festivals and occasions  Sending gifts to your accepted members  Free eCoupon on finding a match  Free eCoupon on purchasing Paid Membership
  46. 46. Action Plan Integration with  Monthly Shaadi.com Magazine to Paid members including  Articles, Expert Advice, reviews, eStory etc.  ShaadiDirectory catalogues to members who visit the centres  Includes names and contact numbers of local wedding planners, venues, caterers, florists, jewelry shops, beauty parlors etc.  ShaadiShop eCoupons to visiting members:  Rs 100 eCoupon to Gold Members  Rs 250 eCoupon to Diamond Members  Rs 500 eCoupons to Platinum Members  Rs 1000 eCoupon to Sapphire Members
  47. 47. Expected Result  All the 3 services will be pushed to the users at regular intervals. Hence, more brand exposure  Weekly newsletters and monthly magazines improves readership of ShaadiTimes.com  Increase usage of ShaadiDirectory services, lead to more vendors on site, leading to more revenue  Increase the number of transactions on ShaadiShop and add to the revenue stream
  48. 48. Thank You

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