7/24/2019 Service marketing (2).pptx
1/8
Submitted by
Danya Mushtaq
Rahul Joshi
Sai swaroop G
Kevin DSilva
Chavvi Agrawal
7/24/2019 Service marketing (2).pptx
2/8
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" $/ insuran(e (ompanies o"whi(h &) are in li"e insuran(e businessand &0 are non%li"e insurers 1
About the industry
7/24/2019 Service marketing (2).pptx
3/8
Customer Gap
23pe(ted Servi(e
-er(eived Servi(e
Customers 4inan(ial prote(tion 5on the given
time6
7n time (laim 8ot too many (lauses 9ess premium
Service provider
-rote(tion 2asy a((ess:renewal .a3 saving
7/24/2019 Service marketing (2).pptx
4/8
Provider(Servicemarketer ) Gap
Service provider
-rote(tion
2asy a((ess:renewal
.a3 saving
Service and Design standard
9ong pro(edures during (laims
9oopholes in terms and(onditions
;igh levels o" inspe(tion toavoid payment
Companysper(eptions o"
(onsumere3pe(tations
23pe(ted Servi(e
7/24/2019 Service marketing (2).pptx
5/8
Provider(servicemarketer ) Gaps
Service and Design standard
9ong pro(edures during (laims
9oopholes in terms and(onditions
;igh levels o" inspe(tion to avoidpayment
Service delivery
;igh targets 5as a result< theyprovide "a=e promises6
9a(= o" "ollow ups
9a(= o" (oordination between thesales e3e(utive and (laim
approver
Sele(ting (orre(t
servi(e design >standards to meet the
(onsumere3pe(tations*
Companysper(eptions o"
(onsumere3pe(tations
7/24/2019 Service marketing (2).pptx
6/8
Servi(e -rovider Gap
.hey (ommuni(ate #''? (laim"or the damages but there arehidden (harges whi(h the
(onsumer is unaware o"
Delivering servi(estandards*
Sele(ting (orre(tservi(e design >
standards to meet the(onsumer
e3pe(tations
7/24/2019 Service marketing (2).pptx
7/8
Provider (Service Marketer) Gaps
9a(= o" understanding o" terms
and (onditions on part o" the(ustomer
Customers (ommit mista=es=eeping the insuran(e (ompanyin mind
Mat(hing per"orman(eto promise
Delivering servi(estandards*
7/24/2019 Service marketing (2).pptx
8/8
TA!"
#$%