Transcript: DIDI Company Thank You! SUGGESTIONS FOR IMPROVEMENTS Who we are MARKETING MIX MARKETING MIX THE 4 P PRODUCT PRICE PLACE PROMOTION Title Title Title Manages and integrates your workflow 3 ADDITIONAL P WHAT IS THE PRODUCT ? DIDI'S PRODUCTS Title WHAT IS THE COMPANY ? COMPANY'S PRESENTATION CREATION 2012 APPLICATION FOR ORDERING A TAXI KEY INVESTORS HISTORY KEY POINTS 2015 : Closed offices in Luoyang 2016 : Didi acquired Uber to beat the competition 2018 : Big issues about murder September 2019 : Launch of autonomous driver INTRODUCTION UNDERSTAND A CHINESE LEADER'S STRATEGY Presentation of the company Presentation of the product The marketing mix suggestions for further improvements
Transcript: There is a difference between fast and efficient service. Do not continue to do things the same old way because that is “how they are done”. You were hired to use your experience and skills to better the organization – take that challenge seriously. It may not always be possible to say “yes” but the customer must know that you have done everything possible to help them accomplish their goal. Make eye contact, smile, and speak (when appropriate) to every customer you encounter. No exceptions. Customers of government agencies do not choose to do business with us, they have to. The only way to overcome this challenge is to provide exceptional service. The implementation of process improvement requires a global perspective. Know what the agency does. When you do, you will know that your work has purpose and that “That’s not my job” shouldn’t be part of your vocabulary. Ask and offer. Your professionalism is judged based on your appearance, your attitude, your manners, your knowledge, and your abilities. It is a package, fail on just one count and you risk making a bad impression. Use your knowledge, skills, and resources to respect your customers’ time, but never rush – it is disrespectful and it dramatically impacts both the relationship and the outcome. Keep your eyes open. If you see something that doesn’t work the way it should, take steps to make it right or at the very least, call someone’s attention to it. Customers care how many people they have to talk with to get the answers they need. If you need to transfer or hand off a customer, make sure it is to the right person, and be sure you’ve prepared that person to ensure a seamless transition. Your career and your livelihood exist because of the customer in front of you. Be grateful and appreciative. To provide accurate information, you must know your job and have a thorough understanding of agency processes. Engage with your co-workers, ask questions, keep up with your industry. There is always more to learn – attend training when it is offered. Respect your customer’s concerns about dealing with government. Resolving an issue or completing a request may take longer, but acknowledgement of the request should happen the day it is received. Know your business. Do not overpromise or under-deliver. Manage expectations by setting reasonable goals. Give careful thought to timelines and make your word your bond. Moreno Valley Service that Soars Never assume you know what your customer needs. Good questions evoke good answers, but only if you’re listening. Resolve not to interrupt. Exercise patience, be polite, and pay attention. Venture outside your world. There is no better way to gauge your success than to ask for feedback. There is no better way to demonstrate your commitment to the customer than to provide a card and offer your continuing assistance. A customer is not a football. Connect. Keep a bad mood to yourself. Respond within the same day. Say “Thank you”. Remember, first impressions matter. Treat customers like they have a choice. Put a human face on the customer’s dealings with what is often considered a complex bureaucracy. Customers enjoy doing business with people they like and trust. Yes, it is your job to make customers like and trust you. Keep your word. Remember who you work for. Ask, then be quiet and listen. Question the status quo. A customer should NEVER have to deal with your difficult day. Everything is your job.
Transcript: Indestructible Black Box?! Different products are packaged with distinctive. Different benefits where customers derive equal value from them Existing Service Product Strategies Tie-Ups with Travel Agencies Founded in 1976 & Regional Wing of SIA Having Revenue of 750 million and about 2000 employees Flying to 47 Destinations in Southeast Asia Affordable Price with Reliable Service Quality Projected up to 54 Aircrafts by 2021 Recommendation 2 Customer Service Strategies Service Placement Strategies Conclusion Introduction Caters for Passengers with Disability Service Environment Recommendation 3 (Part 1) Currently Holding B2C Market Silk Air Service Marketing Presentation Silk Air needs to manage both their pricing and capacity utilization for their flights Recommendations for Silk Air are in-line with their existing strategies New Destinations Situation Analysis Integrated Service Communication Strategies Presentation Group Members Recommendation 4 Tie-Ups with Hotel Chains Service Environment [Servicescape] Corporate Branding Recommendation 3 (Part 2) Nway Yu YU Wah 32160556 Gopal Nalani 31829193 Goh I Hwa 31691083 Humairah Ibriam 31960011 Zamira Ibriam 31960058 Unique Tag-line Service Pricing Strategies Recommendation 1
Transcript: Analysis Threat Service Marketing Presentation Cathay Cineplexes Serve Halal Food Different Service Provide more movies You have to take into consideration the perceived value of the service. Competitors: Fimgarde Cineplexes, Shaw Organization, Golden Village ,WE Cinema Suggestion to offer more tangible goods or better service given to customers during interaction Service Pricing Opportunities Lack of staff training Competitors Introduction Situational Analysis Analysis Service Product Service Placement Service Pricing Service Communication Customer Service Service Environment Recommendations One out of 25 business under Cathay Organization Holdings Target Market: Youths, PMETs, Families, Expatriates Mobile application for online ticketing Events Platinum Movie Suites, Digital and 3D cinematic equipment Integrated Service Communication Children's Cinema Suite Assign a staff to every cinema theatre Raise awareness of consumers about on-going promotions Ambient Conditions Music,Scent,Colour Spatial Layout and functionality Signs, symbols and artefacts People Q & A Customer Service Create a new type of service Providing effective training Customer Feedback and Enquiries Taking Care of Employees vivid brand image Be inline or exceed competitors' offerings create a demand in low-demand periods Recognize and reward valued customers the process of making a product or service accessible for use or consumption by a consumer or business user, using direct means, or using indirect means with intermediaries Introduction to Organization Service Environment Service Placement Weakness Eva Tan Pei Jiun Ong Shi Han Wee Zi Swen Zeng Huida Content Position Map & Situational Analysis "Customer service involves task-oriented activities that involve interaction with customers in person or by technology for the purposes of service ‘manufacture’, ‘delivery’ and service support" - Lovelock, Patterson and Wirtz (2011) Strength Communication Objectives Cathay Cineleisure Orchard Platinum Movie Suite DigitalXtreme Digital era Indirect -Internet Website - Mobile apps Direct - Service Counter - The core service Traditional Marketing Channel Sales Promotion Direct Marketing Public Relations Production Channels Frontline staff Outside the Organisation Word of mouth Blogs Media Coverage Recommendation Service Product The Marketing communications mix
Transcript: S.W.O.T. When presenting your producing you need to know about yourself. How do you communicate with others? How do you get your point across? Insert business logo Target Market Adding a logo gives a more professional image Marketing Template What's your personality type? Strengths: what are you strong at? Weakness: What are some things you are weak at? Opportunity: What are you trying to achieve? Threat: What are the threats of your new business? (e.g. new competitor) Who are you selling to? Why would they buy your products/ services over others?
Transcript: 1. Business Strategy - Formulation, Implementation, Management 2. Corporate Branding - Company Identity, Logos, Corporate House Style, Collateral, Trademark and Patent Registration 3. Market Research – Online Research, Data Collection and Field Work Services 4. Advertising – Online, Offshore (T.V.C’s, Newspapers, Billboards, Viral) 5. Marketing - Digital, Offshore 6. Concept Merchandising - In-house Merchandise, Corporate Gifting 7. IT Solutions - Web Development, SEO, SEM, Viral Videos 8. Maintenance and Support Services 9. Event Planning and Execution for promotion of th brand. 10. Participation in various property and lifestyle expo relevant to Isprava The Team Manager Web Designer Web Developer Copywriter Illustrator Market Analyst Digital Marketing Specialist Understanding of requirement 313s is an IT & Infrastructure corporation dedicated to provide green technology solutions to small/medium sized businesses and giant corporations. We provide you with affordable pricing solutions for your Information Technology needs. Be it Web Development, Software Development or Branding, Marketing and Campaigning your company. Our Services are delivered in a professionally backed by the best work force and experts to devise a solution to your problems. Every aspect of your problem is analyzed and necessary market research is conducted. Consultancy to your company is offered which in turn becomes a medium for both your company and us to understand one in a professional manner along with needs and possible solutions. Application Generating interest among the investors We are an IT and Infrastructure corporation dedicated to give green technology and Branding solutions to all sizes of businesses and corporations. Branding Marketing and Campaigning Online and offshore Advertising Reach out to high rollers and heavy spenders Create awareness among masses Creating Brand Strategy Creating Marketing Plans Copy writing of all content for Isprava Planning and managing yearly and promotional event Creating a media plan for using the right platforms to advertise Proposed Solution Digital Marketing On Social Media Platfoms Blogging and updating groups and pages Video AD's for internet, TV, Cinema Theaters, Malls Audio commercials for radio and trains Creating a brand hype by planning grand events with celebrity performance and appearance. About Three 13 Solutions Generating awareness and curiosity among masses with digital marketing and social media Boosting sales and inquiries for the villa and rate of conversion Our Understanding of Isprava as a brand Isparva is a notable real estate firm Builders of Luxury villas Focused on Design and construction Aim to create the most sophisticated properties Currently focused on Goa Develop an interest and awareness about Isprava and their work Showcasing the beautiful architecture and interior of Isprava Targeting high roller and heavy Spenders Achieving Sales targets
Transcript: RESUME WRITING SERVICE ABOUT US We are responsible for helping individuals (applicants) and even corporate organization write standard and winning resume. We are involved in letter or resume writing; document editing or proofreading; word processing or desktop publishing; transcription or dictation; and other secretarial services. why choose us Why do you need a professional resume writer? Do you know that a professional resume can make you, 38% more likely to be contacted by recruiters. 31% more likely to land an interview. 40% more likely to land a job. why choose us Why should you invest in Resume Writing? -Average length of a job search is approximately 20 weeks. -For every weeks you’re unemployed, you’re missing out on each day’s pay you aren’t earning over a five-day work week. - With our help, guaranteed to get you more interviews to land the job you want! TARGET CUSTOMER WHO NEEDED OUR SERVICE? - Resume writing service is suitable for every individuals who are desperately seeking for new job. - newly graduated students - newly-entry job seeker - the experiences professional OUR WRITER OUR TEAM Our team is made up of professional writers across the world with experience in Human Resources, Recruiting, Career Coaching and job search strategy. Our writers also have expertise in more than 65 industries We have also hired over 1500++ writers from all over the world. OUR WRITERS San Francisco New York Houston London Brussels Beijing Hong Kong Malaysia Korea Many professionals have no idea where to start, what to include, and what to leave off their resumes. PRODUCTS Don't worry! We are here to help you! OUR JOB OUR JOB We will carefully craft your career story to target the job that you want to land. We will uses the expert knowledge of our resume writers, combined with feedback from resume-scanning software called applicant tracking systems (ATS) Our expert writers break down this analysis to figure out how to make your resume more effective NEXT STEP NEXT STEP Your writer will collaborate with you to provide a first draft, which will be delivered to you in about a week. You’ll have another week to provide feedback to your writer, with up to two rounds of revisions. The process typically takes one to two weeks. SERVICE SUMMARY SERVICE SUMMARY With our resume-writing services, you’ll get One-on-one support from a professional writer. A custom, modern resume that tells your career story. Double the interviews, guaranteed! We will also provide service like : Cover letter for one target job title. LinkedIn makeover Thank you & Follow Up Letter EXTRA SERVICE EXTRA SERVICES PRICING PRICING written by professional writer Keyword-rich to match job postings Optimized to pass recruiters’ screening software 60-90 minutes of telephone consultation two rounds of revision cover letter will included Written by experts familiar with your industry Written by experts familiar with your industry two rounds of revision cover letter will included RM80 - RM 100 RM500- RM1000 RM200-RM500 Entry-level Resume Expertise Priority Resume Package Executive Resume Package 60-90 minutes of telephone consultation LinkedIn Makeover
Transcript: Updated in 2010 “The logo is modern yet timeless, clear and striking, and implies a dynamic and forward-looking institution” Karisma Warwick Business School has premised their brand on being a leading institution dedicated to the teaching and learning of business related courses. Goal of service provider: Profit vs Not for Profit Rajinder Leilah Berry's Service Branding Model Type of Market: Consumer vs Industrial “Brand development is crucial in services, given the inherent difficulty in differentiating products that lack physical differences” (Zeithalm, 1981). Anita WBS Vision Statement The ‘External brand communication’ can be viewed as the uncontrolled information, which customers absorb about the company and its services – outside the firm’s control but can be influenced Communication - Of paramount focus for a service provider, as it offers the most influence with new customers who have had little or no experience with the service to shape their impressions Undergraduate Office (open Monday to Friday) Personal Tutors Office hours of all lecturers Booking appointments via MyAdvantage Core magazine which showcases WBS research In 2010, the school underwent a rebranding operation, which involved changing the logo to symbolise the modern yet timeless values the institution embodies, while also publishing a series of advertisements in line with their new strapline "we look at things differently." Service Marketing - Group 12 Summary Advertising Modern branding is increasingly concerned with assembling a mix of values, both tangible and intangible, creating a meaningful experience for consumers. It is a promise of future satisfaction, and involves the company’s self-image as well as how is it externally perceived. The brand itself is comprised of the presented brand, brand awareness, external brand communications, brand meaning, customer experience, and brand equity. Airport •WBS introduced the Birmingham Airport advertising campaign in 2013 WBS 50th Anniversary •#wbs50 & celebratory logo for 2017 •“A theme is a good thing to have for a major anniversary—and even better if a special initiative is launched to bring it to life.” (Harvard Business Review, 2012) Definition: Brand equity refers to a value premium that a company generates from a product with a recognizable name, when compared to a generic equivalent(1) Labour intensiveness: People vs Equipment " Strapline " - - - - To be a world leader in business education, research and engagement, helping to create a better global society. Arvind Brand Equity ‘Brand awareness’ is the ability to recognise and recall a brand when provided with a cue. ‘Brand meaning’ is what comes to the customer’s mind when a brand is mentioned. • Focused on the stream of business (Narrow) • Global courses cater to a large market (Foundation) Strong financial brand equity, which is supported by their 62% rate of international students Classification of services Maitreyi It is recommended WBS: 1. Advertise in other airports around the world at the world’s top 4 busiest airports for international traffic(2). Information stall at every airport they advertise. 2. Emphasize WBS as a young and growing, renowned business school. 3. Host a high publicity event such as a WBS summit, Harvard Business School Centennial - Harvard Business School Global Business Summit in 2008, with notable alumni. 1. Online courses – Harvard, HEC Paris and Imperial all have online courses available 2. Social media – e.g. YouTube – whilst WBS are active on most social media platforms, for example, YouTube, the content is good but they get around 100 views per video – they do not advertise themselves enough 3. Student satisfaction – out of top 5 institutions offering Business & Management studies, Warwick is the second lowest for student satisfaction 4. Greater exposure of alumni statistics needed – e.g. high starting salaries, where people are working e.g. Investment Banks, Big Four THANK YOU Competitors Provider skill level: Professional vs Non-professional RECOMMENDATIONS Sami The ‘Customer experience with company’ is what the customer has gone through when approaching the company Imperial CollegeBusiness School vs. Warwick Business School Customer contact: High contact vs Low contact 2) Publicity – The position of WBS in the media WBS professor’s opinions mentioned in highly respected news sites Specifically sponsoring education related initiatives ♣ ‘Brightest Minds Scholarship Contest’ in 2014 ♣ ‘Women’s Leadership Summit ‘in 2003 4. Improve the slogan would be recommended such as the Harvard Business school’s strapline of ‘we educate leaders who make a difference in the world’ (3) 5. Increase their social media presence by increasing quantity and quality of the content they post. 6. Actively encourage their researchers and professors to provide opinions on news sites. 7. Increase their sponsorship of more initiatives which are relatable to their target audience, secondary school students 8. Look to
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