SERVICE MARKETING Group 7 Aakash Thakkar Jyothi Narayan Gubbi Kiran Peravali Priya Alex Karthik Balaji Abhimanu Kumar Singh
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.”
WHAT IS IMPORTANCE FOR SERVICEMARKETING? A key differentiator Importance of relationships Customer Retention
PRODUCT & SERVICE OF BHARTI AIRTEL Mobile Services 3G 4G Airtel Money SmartDrive iPhone Telemedia Digital Television
Enterprise Mobile data service Enterprise business solutions Android-based tablet
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)
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.
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.
PEOPLE Total employees of airtel handle customers is 20892. Dedicated and passionate workforce. One of the best customer support.
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.
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.
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
CONTINUED… QR Codes Mobile Site Jet Mall Jet escape Jet
PRICE Discounted fare for senior citizens, defense personal Economy & Club Premiere Fare Advance Passenger Execution
PLACE Place of service - Aircraft Various Airport – Jet Lounge
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
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