service marketing (2).pptx

7/24/2019 Service marketing (2).pptx

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Submitted by

Danya Mushtaq

Rahul Joshi

Sai swaroop G

Kevin DSilva

Chavvi Agrawal


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t!s a business growing at the rate o"#$%&' per (ent annually and presentlyis o" the order o" Rs )$' billion*

t adds about , per (ent to the(ountry!s GD-

.he insuran(e industry o" ndia

(onsists o" $/ insuran(e (ompanies o"whi(h &) are in li"e insuran(e businessand &0 are non%li"e insurers 1

About the industry


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Customer Gap

23pe(ted Servi(e

-er(eived Servi(e

Customers 4inan(ial prote(tion 5on the given

time6

7n time (laim 8ot too many (lauses 9ess premium

Service provider

-rote(tion 2asy a((ess:renewal .a3 saving


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Provider(Servicemarketer ) Gap

Service provider

-rote(tion

2asy a((ess:renewal

.a3 saving

Service and Design standard

9ong pro(edures during (laims

9oopholes in terms and(onditions

;igh levels o" inspe(tion toavoid payment

Companysper(eptions o"

(onsumere3pe(tations

23pe(ted Servi(e


5/8

Provider(servicemarketer ) Gaps

Service and Design standard

9ong pro(edures during (laims

9oopholes in terms and(onditions

;igh levels o" inspe(tion to avoidpayment

Service delivery

;igh targets 5as a result< theyprovide "a=e promises6

9a(= o" "ollow ups

9a(= o" (oordination between thesales e3e(utive and (laim

approver

Sele(ting (orre(t

servi(e design >standards to meet the

(onsumere3pe(tations*

Companysper(eptions o"

(onsumere3pe(tations


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Servi(e -rovider Gap

.hey (ommuni(ate #''? (laim"or the damages but there arehidden (harges whi(h the

(onsumer is unaware o"

Delivering servi(estandards*

Sele(ting (orre(tservi(e design >

standards to meet the(onsumer

e3pe(tations


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Provider (Service Marketer) Gaps

9a(= o" understanding o" terms

and (onditions on part o" the(ustomer

Customers (ommit mista=es=eeping the insuran(e (ompanyin mind

Mat(hing per"orman(eto promise

Delivering servi(estandards*


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TA!"

#$%

service marketing (2).pptx

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