25-01-2013, 04:23 PM
A project on service marketing of-Airtel
service marketing.pptx (Size: 385.99 KB / Downloads: 38)
Background-
Sunil Bharti Mittal (S.B. Mittal) laid the foundations of the New Delhi based Bharti Group in the 1970s.
The group entered the telecommunication (telecom) industry during the early-1990s
Bharti Tele-Ventures, a part of Bharti group, offered various telecom services such as fixed line, cellular, V-SAT and Internet services
Bharti launched Airtel as a post paid cellular service in Delhi in November 1995. Over the next few years, the company redefined the way cellular services were being marketed in the country.
Mission-
Meet the mobile communication need of our customers through-
Error free service delivery
Innovative product and services
Cost efficiency
Values-
We always put our customer first
We will always trust and respect each other
We will work through a process of continuous improvement
target customer population-
High end customers
Professional people
Youth population
Rural population as it has a network coverage even in remote areas
Middle class people
service gap(s)-
The central focus of the gaps model is the customer gap the difference between customers expectations and perceptions.The idea is that firms want to close this gap as far as possible
The services gap generally happen because of four reasons-
Not knowing what customer expect
Not selecting the right service design and standards
Not delivering to service standards
Not matching performance to promises
The main gaps which come in the case of Airtel are-
Customer care executives must be more attentive towards customers
Fast redressal of customer’s complaints.
Promising what they can deliver