Service marketing


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Service marketing

  1. 1. SERVICE MARKETING Group 7 Aakash Thakkar Jyothi Narayan Gubbi Kiran Peravali Priya Alex Karthik Balaji Abhimanu Kumar Singh
  2. 2. WHAT IS SERVICE MARKETING?The American Marketing Association defines services as - “Activities, benefitsand satisfactions which are offered for sale or are provided in connection withthe sale of goods.”
  3. 3. WHAT IS IMPORTANCE FOR SERVICEMARKETING? A key differentiator Importance of relationships Customer Retention
  4. 4. PRODUCT & SERVICE OF BHARTI AIRTEL Mobile Services 3G 4G Airtel Money SmartDrive iPhone Telemedia Digital Television
  5. 5.  Enterprise Mobile data service Enterprise business solutions Android-based tablet
  6. 6. PRICE Customer Base Pricing Strategies. Flexible Pricing Mechanism.(According to customer Preferences) e.g.: 60 Days 60 Deals. Controlled By TRAI.(Telecom Regulation of India)
  7. 7. PLACE It has wide and extensive presence even in the remotest areas. Airtel Customers Care Touch Points : It represents that airtel outlets are all over India, spreaded widely. Distributors like E.g. Paan shops, grocery stores, chemists, outlet etc.
  8. 8. PROMOTION Large scale print, hoardings, video advertising, etc. Big Celebrities like SRK, Sachin are roped in to endorse the product, and addressing directly to the public. Provides innovative application and application, tunes, offers, services, Etc.
  9. 9. PEOPLE Total employees of airtel handle customers is 20892. Dedicated and passionate workforce. One of the best customer support.
  10. 10. PROCESS Process for services is very easy an customers can avail it very easily. 121 is the customer support no. which can be dialed from anywhere in India The customer care service is available 24/7, from which customers can render any service at any time.
  11. 11. PHYSICAL EVIDENCE To enhance customer experience airtel has provided certain tangible elements such as services outlets, customer contact point, availability at each nook & corner, etc.
  12. 12. PRODUCT On ground services Check-In option Airport lounges Special services In-flight services Seating options : First class, Business class and Economy class. Beverages, meals and entertainment Jet Mobile
  13. 13. CONTINUED… QR Codes Mobile Site Jet Mall Jet escape Jet
  14. 14. PRICE Discounted fare for senior citizens, defense personal Economy & Club Premiere Fare Advance Passenger Execution
  15. 15. PLACE Place of service - Aircraft Various Airport – Jet Lounge
  16. 16. PROMOTION Companion free offer, Concessional fares Jet Privilege frequent-flier programme Jet Citibank Credit Cards Corporate Deal Offers Festival specials, Student specials Advertising and Branding  Hoardings and advertisements  Brand Ambassadors  Sponsorships  Event Organization
  17. 17. PROCESSPeople Processing Greeting method and standard procedure of treatment for customers for each class Booking tickets made online and in counters Flights sticking to schedules In flight service – baby care, disabled care Travelling with petsPossession Processing Cargo Luggage
  18. 18. PHYSICAL EVIDENCE Cuisine In-flight entertainment facilities Kiosks – check-in counters Jet boutique – in flight fashion apparel Jet kids – in flight kids program Jet mall – in flight shopping People Trainedcabin crew Immigration & transportation