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7/31/2019 23973926 MakeMyTrip Com Presentation Service Marketing
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Presented By
Ajay Kumar Gupta
Abhay Kumar
Prince NishadBrijesh Kumar
PGDM (2008-10)
Marketing & HR
ICBM-School of Business Excellence
Hyderabad, India
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According to the Travel & Tourism Competitiveness Report 2009
brought out by World Economic Forum, India is ranked 11th in the Asia-
Pacific region and 62nd overall in a list of 133 assessed countries in 2008.In terms of travel, India stands 9th in the index of relative cost of access
(ticket taxes and airport charges) to international air transport services,
having almost the lowest costs in the world.
The contribution of travel and tourism to gross domestic product (GDP)
is expected to be at 6.0 per cent (US$ 67.3 billion) in 2009 rising to US$
187.3 billion by 2019.
The ministry is planning to develop three niche productswellness
tourism, caravan tourism and helipad tourism this year.
According to the Tourism Ministry of India, foreign tourist arrivals(FTAs) during June 2009 were 341,000 as compared to FTAs of 340,000
during the month of June 2008. There has been an improvement in the
growth rate of FTAs in June 2009 (+0.2 per cent) as compared to May
2009 (-1.9 per cent), in fact, a positive growth has been witnessed for the
first time in 2009.
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Transportation services
Communication servicesFinancial services (banking, insurance, real
estate etc.)
Tourism services
Health services
Auto repair services
Business services
Legal servicesGovernment services
Education
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Make MyTrip.com, Indias leading an online travel company was
founded in the year 2000 by Mr. Deep Kalra offering airline tickets,hotel reservations, car rentals, travel packages and holidays in India.
It caters to the Indian Market in the USA, UK and Australia. It has
offices in Gurgoan, New York and Sydney.
Make my trip is 24X7 on line portal for travel needs.
Largest e-commerce company in its year of launch 2000
In Dec. 2007, MakeMyTrip won the best Online Travel Agency in
India award from Galileo Express Travel World.
Initial focus on NRI customer in US and worldwide with market pot
of 1.5 billion USD. Customer base of one million customers and turnover of 280 million
in financial year 2007-08 & US $ 500 million (expected) for in the
financial yr ending march 2010.
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Indian Travel
Market
International
Travelers
Domestic
Travelers
Inbound Travelers
(Inbound Market)
Outbound Travelers
( more than 6 millions)
Holiday &Sightseeing BusinessTravelers Conferenceattendance Visiting friends &Relatives (VFRs) Students
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International and Domestic Air Tickets, Holiday
Packages and Hotels
Domestic Bus and Rail Tickets
Private Car and Taxi Rentals
MICE (Meetings, Incentives, Conferences & Exhibitions)
B2B and Affiliate Services
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MMT offers competitive economical prices for tour
packages and moreover price is linked with advance
booking also.
It aimed to offer a range of best-value products andservices along with cutting-edge technology and
dedicated round-the-clock customer support.
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MMT has created a network of offices in NewDelhi, Mumbai, New York and Sydney.
Appointed franchise in all major cities of US, UK,
Australia, UAE and India
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MMT offers travel insurance and Business Lounges in
India and overseas for all travelers
MMT provides valuable shopping discount booklets
MMT provides pick up and drop services for all airtravelers.
Promoting services with strategic alliances with
brands like Coke, Sify.com, Maruti Udyog and Nokiaetc.
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An essential ingredient to any service provision is the use ofappropriate staff and people. Recruiting the right staff and training
them appropriately in the delivery of their service is essential if the
organization wants to obtain a form of competitive advantage.
Consumers make judgments and deliver perceptions of the service
based on the employees they interact with. MMT Staffs have theappropriate interpersonal skills, aptitude, and service knowledge to
provide the service that consumers are paying for.
Most trusted name in the industry, MakeMyTrip's spectacular success
is in no small part due to the unblinking vision of its senior
management team and the dedication of its employees. MakeMyTrip
employs over 700 Trippers from the travel, tourism, hospitality and
technology industries.
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The process mix constitutes the overall procedureinvolved in using the services offered by the MMT. Aprocess should be such that the customer is easily ableto understand and easy to follow.
The smaller and simpler the procedure, the better theprocess, and the customer will be more satisfied.
It Refers to the systems used to assist the organizationin delivering the service.
.
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Customer
Real Time Airline
Booking
Hotel Reservation
System
Car Rental
interface
MMT Sales
(CSRs)
MMT
Ticketing Fed Ex
Customer
MMTOperation
Airlines
Consolidators
Hotels
Car Rental
MMT Sales
Web Site
Content
TourOperation
Net Carrots
Online Interface
With MMT
Offline (after sales) Interface
Makemytrip.com
Interface
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Physical evidence is the overall layout of the place i.e.how the entire MMT office has been designed. Physical
evidence refers to all those factors that help make the
process much easier and smoother.
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DeepKalra is the foundthe make my trip.com a
a Private equity, with
investment of
0.4millionUSD.
MMT operates as a Two
separate entities Make
my trip India and Make
my trip inc.
USD 1.5 billion NRI marketworld wide Outbound
traveling increased by 30
%
In India Inbound and
Outbound travel market
growing 20 % annually.
Global giant companys
in this field likeTravelocity ,Orbit,
Priceline and Expedia.
Most of Airlines
encouraging direct
online purchasing
NRI population in U.Sand U.K is increasing
Consumer life ischanging
People need service inless time.
Indian people are
price sensitive Corporate tie-up
Customer Competitors
CompanyContext
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Customer focus with
operational efficiency
and customer
intimacy.
More than 14 million
NRI Population in
U.S., Europe and Asia.
More than 9 millionIndians customers
travel abroad.
International and
Domestic Holiday
packages increasing
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MMTs advertising and communication strategy on
three pillars---
1. Convenience of 24/7 service
2. Reliability
3. Competitive Pricing
Promoting services with strategic alliances with
brands like Coke, Sify.com, Maruti Udyog, Nokia etc.
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MMTs
Values
Respect
forPeople
Empowerment
Teamwork
Fun@Work Accountability
CustomerCentricity
Excellence
Innovation
Integrity
Passion
forWinning
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All calls are recorded & periodically examine toimprove the quality output of customer care
executives.
Each web chatting and emails are saved in MMTs
system for constant monitoring of the service qualitygive to the customer.
MMT from a dedicated set of executive to service
sophisticated corporate and general sales business.
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MMT anticipates periodic analysis on customers
behavior and critical market strategy. It will to help
new marketing, sales and new products.
To improve the operational efficiency andtechnological advancement MMT has plan to invest
money.
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