1. DESIGNING
AND
MANAGING
SERVICES

2. HOW CAN WE ACHIEVE EXCELLENCE
IN SERVICE MARKETING?

3. WE REQUIRE EXCELLENCE IN 3 AREAS
-DESCRIBES THE NORMAL WORK OF PREPARING , PRICING ,
DISTRIBUTING AND PROMOTING SERVICE TO CUSTOMERS
1

4. -DESCRIBES TRAINING AND MOTIVATING EMPLOYEES
TO SERVE CUSTOMERS WELL 
2 INTERNAL
MARKETING

5. DESCRIBES THE EMPLOYEES’ SKILL IN SERVING
THE CLIENT
3
INTERACTIVE
MARKETING

6. BEST PRACTICES FOR ACHIEVING MARKETING
EXCELLENCE

7. STRATEGIC
CONCEPT
TOP SERVICE
COMPANIES ARE
“CUSTOMER
OBESSED”
1

8. TOP- MANAGEMENT COMMITMENT2
WALMART’S EMPLOYEE PLEDGE : “ I SOLEMNLY SWEAR
AND DECLARE THAT EVERY CUSTOMER THAT COMES
WITHIN 10 FEET OF ME , I WILL SMILE, LOOK THEM IN
THE EYE , AND GREET THEM , SO HELP ME SAM “

9. HIGH STANDARDS3

10. PROFIT TIERS3

11. MONITORING SYSTEMS4
“TOP FIRMS COLLECT VOICE OF
THE CUSTOMER (VOC)
MEASUREMENTS TO PROBE
CUSTOMER SATISFIERS AND
DISSATISFIERS”

12. SATISFYING CUSTOMER
COMPLAINTS
5

13. INNOVATION
WITH SERVICES
6
“ AFTER YEARS OF
LOSING
CUSTOMERS
,STARWOOD
INVESTED ON
SHERATON CHAIN ,
BROUGHT
INNOVATIVE IDEAS
AND GAIN BACK
THE MARKET”

15. CREATED BY ELDHOSE ALIAS
, MEC ERNAKULAM ,DURING
AN INTERNSHIP BY PROF .
SAMEER MATHUR , IIM
LUCKNOW
www.IIMInternship.com