Marketing Of Services
MARKETING Marketing is the managing profitable customer relationship Marketing - companies create value for customers & build strong customer relationships in order to capture value from customers in return. Service may be defined as an act or performance that one party can offer to another that is essentially intangible and does not result in the ownership of any thing.
NATURE & CHARATERISTICS INTANGIBILITY INSERPARABIL ITY VARIABILITY PERISHABILITY services
WHAT MAKES SERVICES A SUCCESS ?? RELIABILITY RESPONSIVENESS ASSURANCE EMPATHY TANGIBLES
Marketing of service Services marketing refers to both B2B & B2C services and includes marketing of services like telecommunication services, financial services, all types hospitality services, car rental services, air travel, health care, car services and professional services
Features It is a managerial process of managing services It is an organizing effort of providing a foundation for the development of an organization It is a social process helping an organization to understand the emerging social problem
Service- profit chain Which links services firm profits with employee and customer Satisfi ed & produ ctive servic e emplo yees Greater services value Satisfie d & loyal custom ers Healthy services profits & gain Internal services quality
TYPES OF SERVICE MARKETING INTERNAL MARKETING- “enabling the promise” Orienting & motivating customer-contact employees & supporting service people to work as a team to provide customer satisfaction. EXTERNAL MARKETING- ”setting the promise” Attracting, keeping& growing customers and making profitable relationship with customers. INTERACTIVE MARKETING- “delivering the promise” Training service employees in the fine art of interacting with customers to satisfy their needs
. Company Internal External marketing market Employees Customer Interactive marketing
Major Marketing Task Managing Services Differentiation Managing Service Quality Managing Service Productivity
Accessibility of E-communication
Types of communication through Internet
Service provider – eBay.com
History of eBay
eBay – a worldwide organisation
Auctions
eBay model
How to register yourself ?
Marketing
Result Analysis
To whom do they compete with.
Acquisitions
Partnerships
Joint ventures
Marketing through proposals
Through facebook - Accessed by almost all section of literate society
SWOT analysis
Transparency, Universality, frequently.