This paper analyzes the marketing strategies used by Vodafone, the efforts that have been put in the making of zoozoo campaign. Vodafone has benefitted immensely by the zoozoo campaign and it has been proved as a great marketing story. This thesis is prepared and submitted by Chandra Prakash Bhandawat to IIPM, Indian Institute of Planning and Management, Mumbai in partial fulfillment for the award of the Masters Degree in Business Administration.
This paper analyzes the marketing strategies used by Vodafone, the efforts that have been put in the making of zoozoo campaign. Vodafone has benefitted immensely by the zoozoo campaign and it has been proved as a great marketing story. This thesis is prepared and submitted by Chandra Prakash Bhandawat to IIPM, Indian Institute of Planning and Management, Mumbai in partial fulfillment for the award of the Masters Degree in Business Administration.
This paper analyzes the marketing strategies used by Vodafone, the efforts that have been put in the making of zoozoo campaign. Vodafone has benefitted immensely by the zoozoo campaign and it has been proved as a great marketing story. This thesis is prepared and submitted by Chandra Prakash Bhandawat to IIPM, Indian Institute of Planning and Management, Mumbai in partial fulfillment for the award of the Masters Degree in Business Administration.
In todays world of competition, firms are selling goods and services through a variety of direct and indirect channels. In mass advertising, marketers are exploring new forms of Communication, such as experimental, entertainment, and viral marketing. One such innovative idea is Vodafones Zoozoo campaign. Never in the history of Indian advertising we witnessed a campaign that generated so much interest and curiosity among all the segments of the society whether it young or old.. Vodafone is known for its unique advertisement campaign such as pug, happy to help service and latest released Zoozoo advertisement campaign. As Vodafone was a new brand in India, it had a challenging task to develop its own entity and it has done it in a splendid way. Vodafone has benefitted immensely by the zoozoo campaign and it has been proved as a great marketing story. This paper analyzes the marketing strategies used by Vodafone, the efforts that have been put in the making of Zoozoo, and the impact it had on the Customers mind it caught the attention and fancy of the consumers, aroused curiosity, told stories and made people retell the story.
Fall/PGP/ISBE/11-13 Fall/11-13/M-225/Mumbai/ISBE (IMI) Page 3 CERTIFICATE OF ORIGINALITY:
This is to certify that this thesis titled Marketing promotion strategies for Vodafone is prepared and submitted by Chandra Prakash Bhandawat to IIPM, Indian Institute of Planning and Management, Mumbai in partial fulfillment for the award of the Masters Degree in Business Administration and this report has not been submitted to this university or to any other university.
GUIDE NAME STUDENT NAME AVEZ ALI CHANDRA PRAKASH BHANDAWAT
Fall/PGP/ISBE/11-13 Fall/11-13/M-225/Mumbai/ISBE (IMI) Page 4 THESIS TOPIC APPROVEL LETTER SENDS OVER EMAIL: Dear Student, The topic of your thesis will be Marketing Promotion Strategies for Vodafone Pls start working on the same & ensure that you collect relevant & updated information on the same. Student Name Chandra Prakash Bhandawat Thesis ID Generated: Fall/11-13/M/225/Mumbai/ISBE (IMI) IIPM Center Mumbai Specialization Area M Topic Marketing Promotion Strategies for Vodafone Name of the Guide Avez Ali Phone No. 9828090881 Email avez.ali@vodafone.com For all correspondence with me and your external guide, you should always mark a cc mail to thesis@iipm.edu, mentioning your thesis id in the subject of the mailer. Best Regards,
Neena Rawat Department of Academics(Thesis), IIPM Delhi ****************************************************************** The Indian Institute of Planning and Management IIPM, Satbari-Chandan Haula, Bhatti Mines Road, New Delhi- 110074
On the onset I take the privilege to convey my gratitude to those who have co- operated, supported, helped and suggested me to accomplish my project work. This project work bears imprint, of many persons who are either directly or indirectly involved in the completion of it. I am grateful to my HOD Mr. Abhik Mukher ji, Academic Head - Mrs. Jaspreet Alhuwalia and the entire staff of IIPM who has given me an opportunity to pursue my course during the period. I am also grateful of placing a record profound indebt nests to my Guide Mr. Avez Ali customer care export at Vodafone for his valuable advice, inputs, guidance, precious time and support he offered. I also thank my friends, colleagues and parents who have directly or indirectly helped me out in the completion of this project.
CHANDRA PRAKASH BHANDAWAT
Fall/PGP/ISBE/11-13 Fall/11-13/M-225/Mumbai/ISBE (IMI) Page 6 TABLE OF CONTENT SR. No. PARTICULARS PAGE NO. 1 Abstract 2 2 Certificate of Originality 3 3 Thesis approval mail 4 4 Acknowledgement 5 5 Table of content 6 6 Thesis Synopsis 7 7 Introduction to topic 8 8 Introduction to Vodafone 13 9 Subscriber base 18 10 Marketing promotion strategy for Vodafone 20 11 Marketing campaigns 22 12 Segmentation Vodafone is focused in Indian marketing 34 13 Vodafone marketing mix in India 35 14 PESTEL analysis of Vodafone strategies 38 15 SWOT analysis of Vodafone strategies 41 16 Comparison of marketing promotion strategy for Vodafone and airtel 43 17 Data analysis & interpretation 46 18 Objective 62 19 Limitation 62 20 Findings 63 21 Conclusion 65 22 Bibliography 66 23 Response Sheet 1 67 24 Response Sheet 2 67 25 Response Sheet 3 68 26 Response Sheet 4 69
Fall/PGP/ISBE/11-13 Fall/11-13/M-225/Mumbai/ISBE (IMI) Page 8 THESIS SYNOPSIS Name
Chandra Prakash Bhandawat Phone Number
9680407000/9930401147 Email address
cpbhandawat@yahoo.com Course to which admitted
ISBE- B (IMI) Place of study (IIPM CENTER)
Mumbai
Thesis ID Allotted
Fall/11-13/M-225/Mumbai/ISBE (IMI)
Thesis topic
Marketing promotion strategies for Vodafone Specialization Area
Marketing
Fall/PGP/ISBE/11-13 Fall/11-13/M-225/Mumbai/ISBE (IMI) Page 9 INTRODUCTION: INTRODUCTION TO TOPIC: Vodafone is one of the leading global brands and in brand value ranking and it is ranked as the11th largest telecommunication company in the world and 2nd in Europe. In the same way Vodafone is one of the leading telecommunication service providers in India. It serves about 35 million customers who are located in different part of the country. Strategy is direction & scope of an organization over the long term: which achieves advantage for the origination through its configuration of resources within a challenge environment to meet the need of market and to fulfill stakeholder expectations. Marketing strategy is a key part of overall corporate strategy, which is concerned with development plan for finding out what customer want and then efficiently meeting their requirement. Vodafone strategy is customer focused and product led; the company is continually development new product and services which utilize the latest technological advances. To keep its leading edge, Vodafone continually looking to add value to the services it provides to the packages its offers to customers. Zoozoo, the new brand ambassador of Vodafone, has created furors in the advertising industry. Vodafone has given birth to the zoozoo: a special character created specifically to convey a value added service (VAS) offering in each of the newly released commercials. Vodafone has come with creative advertising campaign for its various plans. This strategy has captured the imagination of millions. The strategy is a buzz that lives up to the brand image of greater creative and clever marketing. in the first 10 days of IPL is has reached a cumulative of 89 million people. This is wonderful strategy adopted by Vodafone. This has helped the company to raise not only its profits through sales but has also tremendously increased its brand value.
Fall/PGP/ISBE/11-13 Fall/11-13/M-225/Mumbai/ISBE (IMI) Page 10 Zoozoo have become so popular that Vodafone has succeeded in its effort of viral or buzz marketing. Their add companion has gained so much popularity all over the world. The viewership for add is highest among all the adds. What interesting is that there are some 25 such commercials planned under this campaign, 10 of which are already on air. The aim is to release approximately one ad a day to sustain interest till the end of the IPL. Zoozoo have been successful in giving Vodafone a makeover and establishing maximum brand presence. The charm of the zoo zoo was itself a great self marketing strategy and they were instant success among masses. Within few days zoozoo giving a boost to the Vodafone brand.
Fall/PGP/ISBE/11-13 Fall/11-13/M-225/Mumbai/ISBE (IMI) Page 11 RESEARCH OBJECTIVES: To study the effectiveness and responses of telecom customers towards Vodafone advertisements. To find out what type of advertising buyers like most. To know the role of advertising on the buying behavior of the customer. To find out whether the Indian customers associate with the new Vodafone advertisements.
RESEARCH METHODOLOGY:
Secondary Data: o Business magazines, Newspapers, Internet surfing & Books Primary Data: o Guide.
LIMITATIONS OF STUDY:
Here my study is limited to Udaipur & nearer to Udaipur only except other locations of Rajasthan. Inability of customer to answer few questions which caused difficulty in proper data analysis. Maximum customer is unknown about Vodafone. Incomplete data from retailer. Research was conducted in urban area, the result might differ when it include of semi-urban and rural area.
Fall/PGP/ISBE/11-13 Fall/11-13/M-225/Mumbai/ISBE (IMI) Page 12 DETAILS OF INTERNAL: Name of the Guide: Avez Ali Phone no: 9828090881 Email. Address: Avez.Ali@vodafone.com Designation: Customer care export ( CCE ) name of the organization: Vodafone Attach the visiting card:
I have chosen descriptive research method because we want to know the attitude of the consumer towards the Vodafone advertisement. i did not choose exploratory research because our research question was clearly defined. For sampling we have chosen simple random sampling because i wanted to get the feedback from different age group consumer how they feel about Vodafone advertisements have chosen questionnaire because it is easy to analyze, it is less disturbing when compared to face to face survey or telephone survey and it is familiar to most of the people which reduces the nervous among them. Using questionnaire we will find out how the customer feel about Vodafone advertisement. i wanted to even know what made the Vodafone to change their advertisement strategy and how was the business after using the new advertisement, so i have chosen interview method which allows us to have a direct respond from people who have telecommunication store and dealer of Vodafone.
INTRODUCTION TO VODAFONE: Vodafone India Limited, formerly Vodafone Essar Limited, is the second largest mobile network operator in India after Airtel by subscriber base. It is based in Mumbai, Maharashtra. It has approximately 160 million customers as of December 2013. In July 2011, Vodafone Group agreed terms for the buy-out of its partner Essar from its Indian mobile phone business. The UK firm paid $5.46 billion to its Indian counterpart to take Essar out of its 33% stake in the Indian subsidiary. It will leave Vodafone owning 74% of the Indian business, while the other 26% will be owned by Indian investors, in compliance with Indian law. On 11 February 2007, Vodafone agreed to acquire the controlling interest of 67% held by Li Ka Shing Holdings in Hutch-Essar for US$11.1 billion, piping Reliance Communications, Hinduja Group, and Essar Group, which is the owner of the remaining 33%. The whole company was valued at USD 18.8 billion. [4] The transaction closed on 8 May 2007. It offers both prepaid and postpaid GSM cellular phone coverage throughout India with good presence in the metros. Vodafone India provides 2.75G services based on 900 MHz and 1800 MHz digital GSM technology. Vodafone India launched 3G services in the country in the JanuaryMarch quarter of 2011 and plans to spend up to $500 million within two years on its 3G networks.
Fall/PGP/ISBE/11-13 Fall/11-13/M-225/Mumbai/ISBE (IMI) Page 15 VODAFONE ACQUIRES ESSARS STAKE: In 2007, Vodafone granted options to Essar that would enable the conglomerate to sell its entire stake for $5bn, or to dispose of part of the 33 per cent shareholding at an independently appraised fair market value. In January 2011, Vodafone objected to Essars plans to place part of its 33% stake in India Securities, a small public company. Vodafone feared the move would give an inflated market value to Vodafone Essar. It had approached the market regulator SEBI and also filed a petition in the Madras High Court. The final shareholding pattern post this deal was not provided by the company as it was not clear whether Vodafone's stake would exceed the 74 per cent FDI limit. Indian laws don't allow foreign companies to own more than 74% in a local mobile-phone operator. Vodafone has assured it will comply with local rules. Vodafone will have to sell that 1% to some Indian entity, or theyll have to consider an initial public offering. Vodafone also said that final settlement is anticipated to be completed by November 2011. The completion of the deal would be subject to meeting certain conditions which include Reserve Bank of India's permission as well as valuation of the deal. On March 31, 2011, Vodafone Group Plc announced that it would buy an additional 33% stake in its Indian joint venture for $5 billion after partner Essar Group exercised an option to sell the holding in the mobile-phone operator. The deal raised Vodafones stake to 75%. Essar left the company after it implemented a put option over 22% of the venture. Vodafone exercised its call option to buy an 11% stake.
Fall/PGP/ISBE/11-13 Fall/11-13/M-225/Mumbai/ISBE (IMI) Page 16 VODAFONE-HUTCHISON TAX CASE: Vodafone was embroiled in a $2.5 billion tax dispute with the Indian Income Tax Department over its purchase of Hutchison Essar Telecom services in April 2007. It was being alleged by the Indian Tax authorities that the transaction involved purchase of assets of an Indian Company, and therefore the transaction or part thereof was liable to be taxed in India. Vodafone Group Plc. entered India in 2007 through a subsidiary based in the Netherlands, which acquired Hutchison Telecommunications International Ltds (HTIL) stake in Hutchison Essar Ltd (HEL)the joint venture that held and operated telecom licenses in India. This Cayman Islands transaction, along with several related agreements, gave Vodafone control over 67% of HEL and extinguished Hong Kong-based Hutchisons rights of control in India a deal that cost the worlds largest Telco $11.2 billion at the time. The crux of the dispute had been whether or not the Indian Income Tax Department has jurisdiction over the transaction. In January 2012, the Indian Supreme Court passed the judgment in favors of Vodafone, saying that the Indian Income tax department had "no jurisdiction" to levy tax on overseas transaction between companies incorporated outside India. However, Indian government thinks otherwise. It believes that if an Indian company, Hutchison India Ltd., conducts a financial transaction, government should get its tax out of it. Therefore, in 2012, India changed its Income Tax Act retrospectively and made sure that any company, in similar circumstances, is not able to avoid tax by operating out of tax-havens like Cayman Islands or Lichtenstein. In May 2012, Indian authorities confirmed that they were going to charge Vodafone about 20000 crore (US $3.3 billion) in tax and fines. The second phase of the dispute is about to start.
Fall/PGP/ISBE/11-13 Fall/11-13/M-225/Mumbai/ISBE (IMI) Page 17 3G: On 19 May 2010, the 3G spectrum auction in India ended. Vodafone paid 11617.86 million (the second highest amount in the auctions) for spectrum in 9 circles. The circles it will provide 3G in are Delhi, Gujarat, Haryana, Kolkata, Maharashtra & Goa, Mumbai, Tamil Nadu, Uttar Pradesh (East) and West Bengal. On 16 March 2011, Vodafone launched 3G services in Uttar Pradesh (East) in the city of Lucknow. Vodafone had already launched limited 3G services in Chennai and Delhi earlier, but the Uttar Pradesh (East) launch counts as its first fully commercial launch. On 23 June 2011 Vodafone launched 3G service in Kerala by joining with Idea in an Intra Circle Roaming agreement. Initially Vodafone 3G services will be available in the following cities in Kerala Ernakulam, Aluva, Calicut, Koyilandy, Alappuzha, Cherthala, Malappuram and Manjeri. On 28 June 2012, Vodafone launched a new international roaming package under which the users shall have not to pay multiple rentals in the countries they are visiting. ANGEL STORES: Vodafone Angel Store is a first of its kind retail concept store, that is completely managed and run by women employees, including security, pantry staff, customer service resources and management level personnel. As of 3 September 2013, there are 16 Vodafone Angel Stores across 14 states of India. Stores are currently operating in Agra, Ahmadabad, Bhubaneswar, Chennai, Delhi, Goa, Haryana, Hyderabad, Jaipur, Kerala, Kolkata, Lucknow, Mumbai, Mysore, Pune, Shillong, Vadodara and Rajkot. According to Marten Pieters, Managing Director and CEO, Vodafone India,
Fall/PGP/ISBE/11-13 Fall/11-13/M-225/Mumbai/ISBE (IMI) Page 18 "The Angel Stores are a part of Vodafones commitment to provide our women employees with one of the most secure and productive work environment. Additionally, our women customers feel more welcomed while visiting the store." Vodafone's own research and customer feedback revealed that the Angel Stores help improve the quality of customer service as women generally show greater patience and empathy than men, and are able to act and help in speedy resolution. Vodafone also found that higher productivity and performance parameters recorded in Angel Stores, across locations.
MARKETING PROMOTION STRATEGIES FOR VODAFONE: Vodafone is one of the leading global brands and in brand value ranking and it is ranked as the11th largest telecommunication company in the world and 2nd in Europe. In the same way Vodafone is one of the leading telecommunication service providers in India. It serves about 35 million customers who are located in different part of the country. Strategy is direction & scope of an organization over the long term: which achieves advantage for the origination through its configuration of resources within a challenge environment to meet the need of market and to fulfill stakeholder expectations. Marketing strategy is a key part of overall corporate strategy, which is concerned with development plan for finding out what customer want and then efficiently meeting their requirement. Vodafone strategy is customer focused and product led; the company is continually development new product and services which utilize the latest technological advances. To keep its leading edge, Vodafone continually looking to add value to the services it provides to the packages its offers to customers. Zoozoo, the new brand ambassador of Vodafone, has created furors in the advertising industry. Vodafone has given birth to the zoozoo: a special character created specifically to convey a value added service (VAS) offering in each of the newly released commercials. Vodafone has come with creative advertising campaign for its various plans. This strategy has captured the imagination of millions. The strategy is a buzz that lives up to the brand image of greater creative and clever marketing. In the first 10 days of IPL is has reached a cumulative of 89 million people. This is wonderful strategy adopted by Vodafone. This has helped the company to raise not only its profits through sales but has also tremendously increased its brand value.
Fall/PGP/ISBE/11-13 Fall/11-13/M-225/Mumbai/ISBE (IMI) Page 22 Zoozoo have become so popular that Vodafone has succeeded in its effort of viral or buzz marketing. Their add companion has gained so much popularity all over the world. The viewership for add is highest among all the adds. What interesting is that there are some 25 such commercials planned under this campaign, 10 of which are already on air. The aim is to release approximately one ad a day to sustain interest till the end of the IPL. Zoozoo have been successful in giving Vodafone a makeover and establishing maximum brand presence. The charm of the zoozoo was itself a great self marketing strategy and they were instant success among masses. Within few days zoozoo giving a boost to the Vodafone brand.
In todays world of competition, firms are selling goods and services through a variety of direct and indirect channels. In mass advertising, marketers are exploring new forms of Communication, such as experimental, entertainment, and viral marketing. One such innovative idea is Vodafones Zoozoo campaign. Never in the history of Indian advertising we witnessed a campaign that generated so much interest and curiosity among all the segments of the society whether it young or old.
Fall/PGP/ISBE/11-13 Fall/11-13/M-225/Mumbai/ISBE (IMI) Page 23 Vodafone is known for its unique advertisement campaign such as pug, happy to help service and latest released Zoozoo advertisement campaign. As Vodafone was a new brand in India, it had a challenging task to develop its own entity and it has done it in a splendid way. Vodafone has benefitted immensely by the zoozoo campaign and it has been proved as a great marketing story. This paper analyzes the marketing strategies used by Vodafone, the efforts that have been put in the making of Zoozoo, and the impact it had on the Customers mind it caught the attention and fancy of the consumers, aroused curiosity, told stories and made people retell the story.
MARKETING CAMPAIGNS:
Zoozoo, BlackBerry Boys, Pug (network campaign), Chota Recharge, Delights, etc. Vodafone Zoozoos: Innovation is always a part of advertisements and the advertising agencies reach out for new ways to capture the prospective consumers heart. Vodafone capitalizes on the innovative ideas and always came with the new advertisements that took the brand on heights always. Out of all the commercials launched by Vodafone, ZOOZOOZ are the best.
Fall/PGP/ISBE/11-13 Fall/11-13/M-225/Mumbai/ISBE (IMI) Page 24 O&M the mastermind behind Vodafone Zoozoo Advertisements and the main objective was to set the position of Vodafone as an innovative leader in the mobile services sector. The promotion strategy was to hit massive levels by maximizing the target audience. IPL-2 was the best option for Vodafone to do go for. The advertising strategy behind it proved itself from the fact that the name Zoozoo got coupled with the brand Vodafone and gathered more publicity and reception than IPL. Repetition of the advertisements of Zoozoo may bore the viewers, so O&M came up with new Zoozoo Ad every day. Zoozoo were the new brand ambassador for Vodafone, has created a furors in the advertising industry. Zoozoo succeeded in giving the exact makeover Vodafone was looking for along with amazing brand presence.
ZOOZOOZ STRATEGY HIT IN THE MARKET: The main reason of the advertisement to succeed was that it was very well planned and launched during the time of the Indian Premiere League- 2 using it as its platform. Cricket in India in nothing less than religion, and Zoozoo captured attention of all those people who saw the matches, and this count was huge nearly 2 billion people were targeted through this campaign. People were so attracted that they use to wait eagerly for the break to come and to watch more stories of Zoozoo. Zoozoo has become such a hero in history of advertisements that people will not forget in generations to come. Zoozoo are basically animated character, with egg shaped head, round belly, but hands and legs are extremely thin. It was brand new and innovative concept and also Vodafone wonderfully promoted their services by creating different and more interesting stories featuring Zoozoo in it. The charm of the Zoozoo was so much that self-marketed strategy was also followed and they were instant success to the mass of people.
Fall/PGP/ISBE/11-13 Fall/11-13/M-225/Mumbai/ISBE (IMI) Page 25 Zoozoo for themselves created such huge audience and also gave boost to the brand of Vodafone. People were as it is excited about the cute and lovable character zoozoo, but this curiosity heighted when Vodafone disclosed that Zoozoo were not animated, rather humans were playing their characters. People became hungrier to know about their favorite Zoozoo. In the second phase Vodafone started promoting these characters on social media sites, which is considered to be a wise decision. People started joining fan club of Zoozoo on these social networking sites like Orkut, Facebook, YouTube, Twitter and many more. Also the communication started building amongst these people. Vodafone also came up with the Zoozoo goodies like zoozoo toys, zoozoo mugs, zoozoo key chains, zoozoo t-shirt, etc. Zoozoo have now become a brand.Vodafone Zoozoo are the new Hutch Puppies
Fall/PGP/ISBE/11-13 Fall/11-13/M-225/Mumbai/ISBE (IMI) Page 26 IPL Season 2 saw the birth of the Zoozoo for Vodafone: eggshell like characters created to tell a new value-added service story each time. In 2008, Vodafone had unveiled the Happy to Help series during the first season of the Indian Premier League (IPL). With the launch of the second season, Vodafone had given birth to the Zoozoo: a special character created specifically to convey a value added service (VAS) offering in each of the newly released commercials. There were some 25 such commercials planned under this campaign. The aim was to release approximately one ad a day, to sustain interest till the end of the IPL. Media spends and visibility for brands peak during the IPL, so Vodafone obviously wanted a piece of the pie. Further, the brand was in need of an idea that would work doubly hard, as it was planning to spend some four months worth of marketing monies in one month .Vodafone briefed its agency, Ogilvy India, to create uncommon characters a common thread to link the ads in the campaign together. Ogilvy experimented with several characters and finally took its love for the term egghead one step too far, creating characters that don the color white with black dots for eyes and a mouth, have heads resembling eggs, and disproportionately thin bodies. The Zoozoo idea was conceived by Rajiv Rao. He was also the mind behind the story lines and the name. The ads were shot by Prakash Varma and produced by Nirvana Films within a record time of 10 days. The pre-production work happened within a month and cost around 3 crore rupees. The idea was to tell the VAS stories in a world akin to, yet different, from humans. The creatures were then given a characterization: they are to lead simple lives, speak a language of their own (something that sounds like gibberish), move in a certain way, and even emote like human beings, with big frowns or big grins to do the trick. The execution was almost like emoticons.
Fall/PGP/ISBE/11-13 Fall/11-13/M-225/Mumbai/ISBE (IMI) Page 27 Super Zoozoo which was introduced as a symbol of Vodafones 3G launch in India. It was brought to life using a Kinect device and making it dance to Reggae. After a brief break, the Zoozoos were back on Indian television with a new set of ads during the IPL 2013. Only this time, they were accompanied by a new set of characters called the Zumi Zumis. Vodafones Zoozoo ads were a hit among the Indian audience. This can be gauged from the huge fan following on social networking sites such as Facebook and Twitter. There are more than 200 pages on Zoozoos having over 250000 fans, growing daily. The ads were also viewed by millions of people on YouTube. Its history what the Zoozoos have done for the brand. Most importantly, it made the brand a little more playful, a little less serious, a little less emotional and a little more fun.
Fall/PGP/ISBE/11-13 Fall/11-13/M-225/Mumbai/ISBE (IMI) Page 28 BLACKBERRY BOYS: In September 2010, Vodafone India, in an Endeavour to take the benefits of Blackberry services mainstream and reach out to its young and upwardly mobile audience, had successfully launched a campaign featuring the 'Blackberry Boys'. Conceptualized by Ogilvy India, the television commercial showed five men in suits, singing about how, being business people, they are distinct and superior from the rest and make smart use of their BlackBerry phones. Their song takes a twist when casually dressed youngsters join in and sing about the cool stuff that they do with their BlackBerry phones. The jingle was widely appreciated and the advertisement did a good job in bringing down the notion that BlackBerry phones are meant only for the executive world. The BlackBerry boys returned in 2012 with their second commercial which talked about how they are no longer the 'BlackBerry Boys' because the youth uses BBM service for various purposes, right from sharing pictures to music and many more, which takes them beyond the world of chatting. The advertisement was shot in a manner that gave the impression of a 'boy-band' music video and was backed by the song, 'They are the BlackBerry Boys'.
Fall/PGP/ISBE/11-13 Fall/11-13/M-225/Mumbai/ISBE (IMI) Page 29 NETWORK ADS WITH THE PUG: "You & I" was an advertising campaign of Vodafone India which aimed at establishing the superior network provided by the company. The ads featured a child actor Jayaram along with a pug named Cheeka. The dog follows the boy in unlikely locations, prompting the tagline, "Wherever you go, our network follows." The duo first appeared on TV, billboards, newspapers and bus shelters in 2003 and became instant celebrities all over India. The television ad was the first to be shot, a 60-second sequence in lush green Goa. The role of the boy was played by Jayaram, an eight-year-old who had already starred in four other ads. Cheeka was suggested for the role by an assistant at Nirvana Films, the makers of the advertisement. The campaign became a hit, and was soon followed by a print version for newspapers. The campaign was well received all over India.
Fall/PGP/ISBE/11-13 Fall/11-13/M-225/Mumbai/ISBE (IMI) Page 30 Vodafone India today said it is launching a series of new TV commercials, marking the return of cheeka, the pug, and focusing on the quality of its network."Through this new communication campaign, we would like to reinforce the belief that Vodafone network offers a superior experience across three key parameters that define the depth or quality of a network -- voice quality and clarity, instant connectivity and no call drops," it said. The campaign would also highlight Vodafone's global network with presence across 72 countries. The pug first appeared in 2003 in TV, print and outdoor commercials of erstwhile Hutch mobile services, which were later acquired by British telecom giant Vodafone. Hutch's 'You & I' advertising campaign at that time promoted the company's strong network coverage through taglines like 'where ever you go, our network follows' and the pug was considered representing the network in those ads. The campaign showed Cheeka following a small boy in unlikely locations, prompting the tagline, "Wherever you go, our network follows" and the duo had become instant celebrities all over the country at that time. After acquiring Hong Kong-based Hutchison's stake in Hutch Essar in 2007, Vodafone unveiled a re-branding campaign while retaining the endearing pug. Later, Vodafone replaced the pug with Zoozoos, but again brought Cheeka back with a little girl and a new tagline, 'Happy to help'. Cheeka will be seen helping a young boy meet a girl to promote the message of 'instant connections on Vodafone'. Besides the Zoo Zoos and the pug, Vodafone has also been doing commercials with actor Irrfan Khan for its various value-for-money services, while recently it also came up with a co-branding campaign promoting social networking platform Facebook on Vodafone mobiles.
Fall/PGP/ISBE/11-13 Fall/11-13/M-225/Mumbai/ISBE (IMI) Page 31 VODAFONE DELIGHTS OFFERS: Vodafone launched Vodafone Delights in October 2011 that offered customers benefits
on travel, lifestyle, dining and entertainment with other commercial establishments. These benefits could be availed by the customers by sending a SMS or dialing a USSD code. The Vodafone Delights commercials depicted a budding friendship between two schoolgirls who would go out of their way to treat the other. The jingle Little things you do for me appreciated by every viewer and struck a chord a chord especially with the youngsters. Vodafone was back with their Vodafone Delights campaign in 2012 to promote new special offers including happy hours, gifts for consumers on their birthdays and on every visit to the 8,000 Vodafone Stores across the country. Vodafone also introduced discounted tariffs on calls and messaging between 2 pm and 4 pm every day. The new advertisements showed a growing friendship between a young boy and an old man. The old man rewards the boy with gifts emerging from magic tricks each time the boy visits the old man's house. Ogilvy & Mather, which has been producing ad campaigns for the company for the past 10 years, was given the mandate to develop a campaign that had the emotional resonance of the earlier campaign. This six-week long campaign was backed by full-scale media exposure on television, Radio, print, outdoor, on ground, digital and online.
Fall/PGP/ISBE/11-13 Fall/11-13/M-225/Mumbai/ISBE (IMI) Page 32 MADE FOR YOU OFFERS: The Vodafone 'Made for you campaign was launched in November 2012. It was a set of three commercials that were practically identical except for the situations that had been portrayed. The first television spot was set in a tailor's shop, the second at the barbershop and the third in a fitness centre. Together they created a montage of shots of people talking to the camera and providing detailed specifications about their needs in every situation. The advertisement highlighted 121, an IVR (Interactive Voice Response) based product offering that empowered customers to choose their best offers across products such as local, STD, SMS, VAS, data and thereby placed the power in the hands of the customers to decide what offer suited their unique requirements. The campaign was created to attract the SEC B and C segment of customers that are price conscious and have a better affinity to IVR-based services.
Fall/PGP/ISBE/11-13 Fall/11-13/M-225/Mumbai/ISBE (IMI) Page 33 VODAFONE INTERNET CAMPAIGN IPL 6: After a brief break, the Zoozoos were back on Indian television with a new set of ads during the IPL 2013. Only this time, they were accompanied by a new set of characters. These characters resembled the Zoozoos in almost all aspects except their size and their distinctive helmets. Termed as the Mini Zoozoos by many, these characters did not have any official name. Created by Ogilvy India, the mini Zoozoos were actually metaphors for mobile internet. To put forward Vodafones internet propositions in a creative manner, the agency created an army of mini Zoozoos. Nine 'missions' in the Zoozoo world were accomplished during the course of this campaign. These missions were used as metaphors for actual offerings in the internet genre, for example music, email, job search, cricket scores, photo-related uses and finding a partner. The advertisements were made using animation (the little Zoozoos in the films) as well as actual physical sets and people in Zoozoo costumes (the big Zoozoos in the films).
Fall/PGP/ISBE/11-13 Fall/11-13/M-225/Mumbai/ISBE (IMI) Page 34 Vodafone capped off the campaign in style with a music video which is also known as the Zumi film. The Zumi film showed the mini Zoozoos celebrating their accomplished missions. The video depicts the mini Zoozoos dancing to a peppy dance number 'We are Zumi Zumi' and performing dance steps like Abba's Walk like an Egyptian and Michael Jackson's signature moon walk. The film also conveyed the product benefits of Vodafone internet (ability to share photos, play songs and see videos) through subtitles. Apart from TV (including the IPL playoffs) the tune was being promoted extensively on radio and digital platforms as well.
Fall/PGP/ISBE/11-13 Fall/11-13/M-225/Mumbai/ISBE (IMI) Page 35 SEGMENTATION VODAFONE IS FOCUSED IN INDIA: Segmentation: Vodafone is seen as much focused in segmentation in India. Vodafone as segmented Indian Market as geographical segment where rural part of India is at much attention because of the huge potential market for telecom. Secondly, it has focused on the demographical segment where the middle and low income group falls. Both the segment comprises the major population of the country. Vodafone has also segmented the customer in terms of psychographic (students, professionals etc) and behavioral aspects (high users and low users) and have provided the services as per the needs of the market and customers. Targeting: After the segmentation, Vodafone has selected the target customers which it is focusing on to sell its product and services. Vodafone's is targeting its marketing strategy to the people living in small towns and villages, lower or middle income group of population, youngsters and Business peoples. Vodafone's good network of distribution channel is helping to reach and provide services to the people living in remote villages and areas of India. Their prepaid service has attracted the lower or middle income group customers and the youths. Products like iPhone and Blackberry are targeted towards the high income people or business persons in India. They are offering series of differentiated products to their respective markets.
Positioning: Vodafone has been successful to position itself in almost every part of India with its excellent channel of distribution. And for creating sales and enquiry, it has introduced various exciting advertisements and sales promotional activities. The tag line used by Vodafone says wherever you go, our network follows, also creates good image in customer's mind about the network coverage which is superior and consistent. By the introduction of the advertisement character like Zoo Zoos also helped Vodafone to position because the advert was highly appreciated by the customers and was a great hit. Cricket is thought as a religion in India, sponsorship in IPL 2020 cricket also positioned Vodafone very well in the Indian market. VODAFONES MARKETING MIX IN INDIA: Marketing Mix is the combination of 4 major variables which a management must have to take care of and controlling it in order to best satisfy customers in the target market and creating wealth. Those 4 variables are also known as 4 P's of Marketing and these are:
Vodafone acquired in 2013 and has used the good marketing mix for gaining success in the vast telecommunication market of India as the 2nd biggest company in India in terms of GSM mobile technology, which is growing day by day. Product: Product is the major variable in marketing mix, because without product no other variables can work. Product refers to tangible, physical products as well as services. The brand Vodafone was itself able to sell its products in the Indian market but Vodafone introduced various suitable and affordable ranges of products and services for the various range of customers in India. For the low income customers, Vodafone provided facilities of pre-paid mobiles and for the high income customers, Vodafone served with their post-paid mobiles. Vodafone also introduced easy to use, low cost handsets addressing the rural community of India who cannot afford mobile phones at high prices.
Fall/PGP/ISBE/11-13 Fall/11-13/M-225/Mumbai/ISBE (IMI) Page 38 Price: Price plays an important part in the buyer/seller relationship. A trust develops between seller and buyers, who mutually agree that prices will be set at a fair level. A significance of price can be reduced when the factors such as quality and reliability of service delivery is equal or greater than the price buyer is paying for the product (Lancaster and Reynolds, 2004). In case of India, Vodafone is in a low price strategy to gain high market share of the people who are in the rural areas of India and cannot afford higher or premium prices. As 71% of total population of India lives in rural part, Vodafone has taken this strategy to reach out to the higher volume of people. Vodafone has introduced various products with the range of prices which a customer has option to choose and customers also receive the quality service they pay for their products. Place: Vodafone has opened maximum number of outlets in each and every part of India. The outlets are direct distribution through their own distributors, indirect distribution through associate distributors to the local retailers, who provide products and services to the local customers. Vodafone has also established many service centers in almost every part of India, so that the customer is always satisfied with the products and services of Vodafone and we can see that the customers of Vodafone are significantly increasing every month. Promotion: The promotional mix comprises of advertising, sales promotion, selling and public relations. Promotion refers to the method used to inform the customers about the products and convincing them to buy. Vodafone has used this strategy since its inception in India as Vodafone.
Fall/PGP/ISBE/11-13 Fall/11-13/M-225/Mumbai/ISBE (IMI) Page 39 Vodafone's advertisements and promotions were hearty welcomed by the audiences. Introduction of the advertisement of Zoo Zoos and pug was a great sensation which also got popularity in many social networking sites like Face book etc. Actor Irfan Khan's advert was highly popular due to his style. Vodafone also sponsored many sporting events and Indian Premier League helped Vodafone to create attraction in customers. Other sponsorship like MTV reality show named Splits villa which was famous in the circle of Indian youngsters also helped Vodafone to gain good success in a very short span of time. Vodafone has introduced various new beneficial schemes/offers to attract the customers like various talk time offers, validity offers, Bonus Cards, Tariff offers, low cost handsets etc for the prepaid users and ISD, STD, SMS, MMS offers, iPhones and Blackberry handsets to the post-paid use. PESTEL ANALYSIS OF VODAFONE STRATEGIES: Macro environments are hard to control for any business organization. Pestel analysis will help to find out the external factors which affect the potential of Vodafone.
Political: Political factor is one of the macro factor which play important role to develop telecommunication operating business in any country. It may include from the government licensing process, legal issues, regulation etc to various pressure of pressure group. These factors play vital role to build infrastructure for any network operating industry.
Economic: The rates of economic growth, inflation, income distribution process etc are the economical factors which also influence the growth of telecommunication operating network. Growing income or increase in purchasing power (Rs 12000 in 2002 to Rs 3300 in 20012) which may help to increase in the usage of Vodafone. Similarly falling prices of handset could affect the market of Vodafone. Rising in telecommunication density which will target 45% by 2013 is also challenge. Social: Growing demand for broad band services among youth which affect the level of competition in telecommunication sector. Increase in urban population which may affect the market of Vodafone. Rapid urbanization and rapid increase in income increase more competition for Vodafone in India.
Fall/PGP/ISBE/11-13 Fall/11-13/M-225/Mumbai/ISBE (IMI) Page 41 Technology: Some of technological advancement in India is CDMA- there are already three big players in this segment Reliance, Tata. 3G- value added services potential still to be tapped fully. 2G/3G- GSM currently commands 70% of mobile subscribes in India. These current scenarios of technological advancement in Indian telecommunication market could pressure Vodafone also. Vodafones competitors are now offering the same GSM hand set as Vodafone. So these all prove more external pressure and new challenge for Vodafone. Environmental: The Indian government is forcing Vodafone and other telecommunication operators to be environmental friendly. Like while putting up towers any negative externalities given out will have to be paid by a fully social cost by Vodafone. Legal: Vodafone is in only one legal force that it is to provide safety in the use of its services through the handsets they sell and provide. So this means that development cost will need to be done to produce handsets that attract low radiation. Vodafone is one of the popular brand in telecommunication industry of Indian and able make different position in the mind of Indian customers. However the telecommunication is one of the most competitive businesses in India but Vodafone seem quite successful to fulfill the requirement of various customers by offering different services in India. Technology is one of the crucial factors for this industry and growing demand of young customers are increasing day by day so company should try to follow the more latest technology which will help them to be more strong among competitor.
Fall/PGP/ISBE/11-13 Fall/11-13/M-225/Mumbai/ISBE (IMI) Page 42 SWOT ANALYSIS OF VODAFONE STRATEGIES:
Strengths: The main strength of Vodafone within the telecommunication market lies in its brand image and recognition. Vodafone, having established a global presence and having invested highly in marketing a differentiated image by promotion Vodafone life style, currently enjoy a differencing advantage that, if exploited properly, can offer a lead in competition. The presence of Vodafone in enhances this image. Its allows customer to travel and enjoy easily the services of not physically present it has well established strategic alliances which allow for a better services of mobile clients. Weaknesses: The expansion of Vodafone has been completed at the expense of direct control of its operation. The company grew through a process of acquisition of the third biggest Czech. Mobile phone operator, Cesky mobile) rather than organic growth. This increased its subscribers base quickly, offering direct market knowledge and immediate additions of customer bases at the expense of direct effective control of the subsidiaries. At the same time though, it implicitly imposed a centralized operational structure for the group, nominating the UK headquarters as the leading business unit running a much centralized marketing and handset procurement at group level. This has resulted in the neglect of local market sand local differences, allowing market share to be gained by smaller local competitors. Due to the highly saturated Western European market this has resulted in an increase in the price elasticity of demand, with consumers becoming continuously price oriented. This has resulted in high customer churn rates reaching the level of 32.8% in the UK compared to O2s 24%.
The telecommunications market, even though highly saturated in some regions offer great potential due to the ageing population and the sophistication of the customer. It offers great opportunities through careful market segmentation and exploitation of particular profitable segments. Different strategies should be pursued simple phones and simplified pricing plans to the ageing population and more updated, sophisticated solutions for younger generations. The expanding Boundaries of the market could provide further opportunities by allowing Vodafone to enter more aggressively into fixed line service and to better enjoy the benefits of its high investment in 3G technology. Moreover the company has undertaken its first steps in establishing strategic alliances to develop customized solutions for end. This could further be enhanced to avoid being a late entrant in this new method of distribution which offers access to a wide potential customer base. Threats: The European part of Vodafone market is characterized by existing high level so competition .major brands such as and mobile are exploiting the price sensitivity of customers and in this way they are building a stronger image and presence in the market. Indirect competition is also increasing further, through the presence of Skype and other related (not only voice) Internet based services. This combined with the upcoming European legislative measures is expected to limit further the tariffs for the network providers imposing further need for price cuts which could harm the bottom line profitability of the company.
Fall/PGP/ISBE/11-13 Fall/11-13/M-225/Mumbai/ISBE (IMI) Page 44 COMPARISON OF MARKETING PROMOTAION STRATEGIES OF VODAFONE AND AIRTEL: Vodafone Segmentation: Demographic: Vodafone uses the occupation aspect in the demographic category of segmentation. They divide their users as consumer and business. On their website these two segments are catered to by two completely different web pages. The business users are offered company solutions, machine to machine solutions a nd allother end to end business connectivity solutions. The consumers on the other hand are again segmented as follows
Geographic: The company provides different plans, tariffs and offers to different customers depending on the state that they come from. Behavioral (User Status): The users are further segmented depending upon whether they are postpaid users or prepaid users. Separate plans are then provided to each user depending upon their category. Targeting: Vodafone is adopting a multi segment targeting. They are targeting the high end user, lowed user, the business professional as well as the common man.
Fall/PGP/ISBE/11-13 Fall/11-13/M-225/Mumbai/ISBE (IMI) Page 45 SUCCESSFUL MARKETING STRATEGY FOLLOWED: Vodafone in order plan for the future and in wake of mobile number portability decided to distinctly identify its value added services by launching the Zoo zoos campaign during the Indian Premier League 2 (IPL-2). Cricket is considered to be a religion in India, and Zoo zooz captured attention of nearly two billion people during the IPL. People eagerly waited for breaks between matches to see more stories about Zoozoo. Zoozoos have been successful in giving Vodafone a makeover and establishing maximum brand presence. It is an excellent example of a well-laid out marketing strategy. It was a fresh and innovative concept and Vodafone wonderfully promoted their services by creating different stories featuring Zoozoos. There were no celebrity endorsements. The charm of the Zoozoo was itself a great self-marketing strategy and they were instant success among masses. Within few days, Zoozooz created a huge audience for them, giving a boost to the Vodafone brand. People were already in awe of those cute and lovable characters, but the curiosity heightened when Vodafone disclosed that Zoozooz were not animated, rather humans were playing those characters. People were hungrier to know about their favorite Zoozooz. In the second phase, after the release of these ads, Vodafone promoted these characters on social media sites, which was another wise decision. Zoozoo fan clubs are there on social networking sites like Facebook, YouTube, Orkut, Twitter, and many more, where they have huge followings. Now Vodafone has announced to launch the Zoozoo goodies like zoozoo toys, zoozoo mugs, zoozoo key chains, zoozoo t-shirts, etc.
Fall/PGP/ISBE/11-13 Fall/11-13/M-225/Mumbai/ISBE (IMI) Page 46 Airtel: Segmentation: Airtel has done their segmentation in terms of geographic and demographic Geographic: Urban/City areas Demographic: Middle Income earners in the age group of 20 to 28 years Targeting: According to Airtels chief executive Officer Airtels main target market Is the middle income level youth who are living in the city areas? (Beckett)
SUCCESSFUL MARKETING STRATEGY FOLLOWED: In late-2010, Bharti Cellular Ltd. (Bharti), India's largest cellular telephone company released television commercial (TVC), which despite using the 'oft- repeated' celebrity endorsement route was unusual in terms of its celebrity selection. Instead of using the usual movie stars/sports celebrities, it chose one of the country's most successful music composers, A.RRahman (Rahman) to promote its brand. The campaign attracted considerable media attention because this was the first time Rahmanhad agreed to do a television commercial and also because, Rahman had been paid Rs. 10million for the campaign, a sum usually unheard of, for celebrity endorsers in India. The TVC was a part of the brand repositioning and restructuring efforts for Airtel, as part of which, Bharti changed the brand's tagline in early-2002 from 'Touch Tomorrow' to 'Live Every Moment.'
Fall/PGP/ISBE/11-13 Fall/11-13/M-225/Mumbai/ISBE (IMI) Page 47 DATA ANALYSIS AND INTERPRETATION: Q1) Do you have a mobile phone? Purpose: The main purpose of this question is to know how many respondents use mobile phone. Suggestion Yes No No. of respondents 93 7
Interpretation: 93% of the respondents are having a mobile phone while 7% of the respondents do not have a mobile phone.
no. of respondents yes no
Fall/PGP/ISBE/11-13 Fall/11-13/M-225/Mumbai/ISBE (IMI) Page 48 2) Which operators service do you use? Operators service name No. of respondents Vodafone 87 Airtel 29 Idea 17 Reliance 21 BSNL 5 Tata indicom 3
Interpretation: Major respondents using mobile are enjoying Vodafone services. 87% of the respondents use Airtel, 29% respondents use Idea while 17%, 21% and 5%,3% respondents use Reliance, BSNL and Tata Indicom respectively.
No.of respondents vodafone airtel idea reliance BSNL tata indicom
Fall/PGP/ISBE/11-13 Fall/11-13/M-225/Mumbai/ISBE (IMI) Page 49 Q3) Are you aware about Vodafone? Purpose: The purpose behind this question is to know about the awareness of Vodafone among all the respondents.
Interpretation:
Here 100% of respondents are aware about Vodafone Services.
Q4) from which source you came to know about Vodafone? Purpose: The purpose behind this question is to know from which source the respondents came to know about Vodafone. Sources No. of respondents Advertisements 63 Hoardings 52 Newspaper 35 Mouth publicity 26
Interpretation: 36% of the respondents are aware about Vodafone through Advertisements, 29%ar e awar e becaus e of Hoar di ngs whi l e 20% and 15% of t he r espondent s ar e awar e because of Newspapers and Mouth Publicity respectively. no.of respondents advertisement hoardings newspaper mouth publicity
Fall/PGP/ISBE/11-13 Fall/11-13/M-225/Mumbai/ISBE (IMI) Page 51 Q5) since how long you are using Vodafone Services? Purpose: The purpose behind this question is to know about the usage time of Vodafone customers i.e. since how long they are using Vodafone services. Time period No. of respondents Less than 1 month 12 2-6 month 19 6-12 month 22 More than 1 years 34
Interpretation: Major Respondents using Vodafone are old customers. 39% of the respondents use Vodafone services from past more than 1 year while the lowest is 14% respondents using Vodafone services less than 1 month. no. of respondents less then 1 month 2-6 month 6-12 month more then 1 years
Fall/PGP/ISBE/11-13 Fall/11-13/M-225/Mumbai/ISBE (IMI) Page 52 Q6) which of the following services do you use of Vodafone? Purpose: The purpose behind this question is to know which services do the Vodafone customer use, Pre-Paid or Post-Paid.
Services No. of respondents Pre paid 73 Post paid 13
Interpretation: 73% of the respondents use pre-paid services while only 13% of the respondents use post-paid services.
no. of respondents pre paid post paid
Fall/PGP/ISBE/11-13 Fall/11-13/M-225/Mumbai/ISBE (IMI) Page 53 Q7) which services are more helpful to you while using Vodafone services? Purpose: The purpose behind this question is to know which services are more helpful to the respondent while using Vodafone. Services No. of respondents Call rate 27 SMS rate 48 Network 36 Value added services 19
Interpretation: Here major Respondents are youngsters so they mainly use SMS services of Vodafone. 37% of the respondents use Vodafone for SMS services while only 14% of the respondents use Vodafone for Value Added Services.
no. of respondents call rate SMS rate network value addad services
Fall/PGP/ISBE/11-13 Fall/11-13/M-225/Mumbai/ISBE (IMI) Page 54 Q8) Do you call at customer care? Purpose: The purpose of this question is to know how many times and how often the respondents call at customer care of Vodafone. Suggestion Yes 76 No. of respondents No 11
Interpretation: 87% of the respondent calls at customer care while 13% respondents do not call at customer care.
no. of respondents yes no
Fall/PGP/ISBE/11-13 Fall/11-13/M-225/Mumbai/ISBE (IMI) Page 55 Q9) for what reason you call at customer care? Purpose: The main purpose of this question is to know the reason of the respondents regarding calling at customer care. Reason No. of respondents Value added services 21 Information regarding new schemes 23 Complaining 42 Other queries 36
Interpretation: 34% of respondents call at customer care for complaining purpose while 30%, 19% and 17% of respondents call customer care for other queries, information regarding new schemes and value added services respectively. no. of respondents value added services information regarding new schemes complaining other queries
Fall/PGP/ISBE/11-13 Fall/11-13/M-225/Mumbai/ISBE (IMI) Page 56 Q10) Rate the following on the basis of your satisfaction. Services Excellent Very good Fairly good Average Poor Network 31 29 17 7 3 SMS rate 6 16 35 24 3 New schemes 3 14 27 33 10 Customer care 6 32 29 15 5 Recharge outlast 12 28 31 14 2 Call rate 2 20 43 19 3 Value added services 9 24 29 19 6
0 10 20 30 40 50 60 70 80 90 network SMS rate new schemes customer care recharge outlast call rete value added services poor average fairly good very good excellent
Network: Purpose: The purpose of this analysis is to know the perspective of the customers of Vodafone regarding network service.
Services Excellent Very good Fairly good Average Poor Network 31 29 17 7 3
network excellent very good fairly good average poor
Fall/PGP/ISBE/11-13 Fall/11-13/M-225/Mumbai/ISBE (IMI) Page 58 New Schemes and Offers: Purpose: The main purpose of this analysis is to the respondents perspective related to the new schemes and offers provided by Vodafone. Services Excellent Very good Fairly good Average Poor New schemes & offer 3 14 27 33 10
Interpretation: Here major respondents are not much satisfied with new schemes and offers of Vodafone. 38% respondents rate new schemes and offers as average, 31% respondents rate it as fairly good, 16% rate it as very good while 12% and 3% rate it as poor and excellent respectively. new schemes and offer excellent very good fairly good average poor
Fall/PGP/ISBE/11-13 Fall/11-13/M-225/Mumbai/ISBE (IMI) Page 59 Customer Care: Purpose: The main purpose of this analysis is to know about the satisfaction of customer care service provided by Vodafone to their customers. Services Excellent Very good Fairly good Average Poor Customer care 6 32 29 15 5
Interpretation: Customer care service of Vodafone is better compared to some of the other services. 37% respondents rate it as very good, 33% rate it as fairly good, 17% rate it as average, and 6% and 7% rate it as poor and excellent respectively.
customer care excellent very good fairly good avarage poor
Fall/PGP/ISBE/11-13 Fall/11-13/M-225/Mumbai/ISBE (IMI) Page 60 Recharge Outlets: Purpose: The purpose behind this analysis is known about the satisfaction of t h e Vodafone customers regarding recharge outlets. Services Excellent Very good Fairly good Average Poor Recharge outlets 12 28 31 14 2
Interpretation: Recharge outlets of Vodafone are majorly rated on fairly good and very good basis. 36% of the respondents rate it as fairly good, 32% rate it as very good, 16% rate it as average, 14% rate it excellent and 2% respondents rate it as poor. recharge outlets excellent verey good fairly good average poor
Fall/PGP/ISBE/11-13 Fall/11-13/M-225/Mumbai/ISBE (IMI) Page 61 Call Rates: Purpose: The purpose behind this analysis is to know about the perception of Vodafone customers regarding different call rates. Services Excellent Very good Fairly good Average Poor Call rates 2 20 43 19 3
Interpretation: Major percentage of respondents are not happy with the call rates of Vodafone.49% of respondents rate call rates of Vodafone as fairly good, 23% rate it as very good,22% rate it as average while 4% and 2% respondent rate it as poor and excellent respectively.
call rates excellent very good fairly good averege poor
Fall/PGP/ISBE/11-13 Fall/11-13/M-225/Mumbai/ISBE (IMI) Page 62 Value Added Services: Purpose: The purpose behind this analysis is to know about the perception of Vodafone customers regarding Value Added Services. Services Excellent Very good Fairly good Average Poor Value added services 9 24 29 19 6
Interpretation: Value added services of Vodafone are quite feasible as compared to some of the other services. 33% respondents rate it as fairly good, 28% rate it as very good, 22% rate it as average while 10% and 7% rate it as excellent and poor respectively. value added services excellent very good fairly good average poor
FINDINGS: 93% of the respondents are having a mobile phone while 7% of the respondents do not have a mobile phone.
100% of the respondents are aware about telecommunications services.
16% of the respondents use Airtel, 6% respondents use Idea while 12%, 4% and2% respondents use Reliance, BSNL and Tata Indicom respectively.
100% of respondents are aware about Vodafone Services.
36% of the respondents are aware about Vodafone through Advertisements, 29%are aware because of Hoardings while 20% and 15% of the respondents are aware because of Newspapers and Mouth Publicity respectively.
39% of the respondents use Vodafone services from past more than 1 year while the lowest is 14% respondents using Vodafone services less than 1 month.
84% of the respondents use pre-paid services while only 16% of the respondents use post-paid services.
Fall/PGP/ISBE/11-13 Fall/11-13/M-225/Mumbai/ISBE (IMI) Page 65 37% of the respondents use Vodafone for SMS services while only 14% of the respondents use Vodafone for Value Added Services.
87% of the respondent calls at customer care while 13% respondents do not call at customer care.
31% respondents call customer care once a month while 16% and7% of respondents call once a week and daily respectively.
34% of respondents call at customer care for complaining purpose while 30%,19% and 17% of respondents call customer care for other queries, information regarding new schemes and value added services respectively
5 respondents among the total no. of respondents dont use Vodafone services because of high prices. 3 respondents dont use Vodafone services because of poor services while 2 respondents each dont use Vodafone services because of lack of awareness and poor network.
90% of the Vodafone customers would like to recommend Vodafone services too theirs while 10% of the Vodafone Customers wont recommend to others
Following are the conclusion that the researcher found after the survey.
Major respondents from all respondents use services of Vodafone.
Major customers of Vodafone are old customers so many of the respondents are satisfied with the services of Vodafone and thus they would like to recommend Vodafone to others.
Major respondents using Vodafone use pre-paid services compared to post-paid services.
Major respondents are youngsters so they need more SMS facilities and low call rates, but Vodafone dissatisfies these age group (18-25) as their call rates and SMS rates are much high.
Name: Chandra Prakash Bhandawat Batch: Fall/PGP/ISBE/11-13 Alumni ID: Fall/11-13/M-225/Mumbai/ISBE (IMI) Phone No: 09680407000 Email Id: cpbhandawat@yahoo.com Date when the guide was consulted: 18/03/2014 Details of meeting: Had a conversation with guide. Guide explained what actually a thesis is all about & how to start it and suggested me to gather information regarding the topic with the help of secondary datas. Outcome of meeting: Collection of datas and information from books, magazines, internet, articles, newspapers. Progress of work: Started gaining basic knowledge of topic and how to study various aspects. Started working on thesis.
Name: Chandra Prakash Bhandawat Batch: Fall/PGP/ISBE/11-13 Alumni ID: Fall/11-13/M-225/Mumbai/ISBE (IMI) Phone No: 09680407000 Email Id: cpbhandawat@yahoo.com Date when the guide was consulted: 18/03/2014 Details of meeting: Got some collection of secondary data and started preparation on the same. Got guidance for introduction part & Collected data on changes in guidelines and why it was necessary to bring those changes by Vodafone marketing strategy. Outcome of meeting: Collected data for guidelines of Vodafone from secondary sources and books. Progress of work: Completed the introduction part of Vodafone, Guidelines for Vodafone, etc. & completed the work with proper guidance and forwarded to comparisons between Vodafone and airtel.
Thesis Topic: Marketing promotion strategies for Vodafone
Name: Chandra Prakash Bhandawat Batch: Fall/PGP/ISBE/11-13 Alumni ID: Fall/11-13/M-225/Mumbai/ISBE (IMI) Phone No: 09680407000 Email Id: cpbhandawat@yahoo.com Date when the guide was consulted: 18/03/2014 Details of meeting: Had a conversation with guide. Guide told me to put datas in thesis, mention the objectives, limitations, advantages, risk, and disadvantages, for Vodafone. Outcome of meeting: Collection of data for the same through various means started gathering some data and for the purpose of survey started preparation for interviews and questionnaires. Progress of work: Completed the work on Introduction part of Vodafone marketing strategy, Advantages and disadvantages, Risk, Objectives and limitations, etc. & Made questionnaires and prepared for interviews and analysis was to be done through primary research.
Name: Chandra Prakash Bhandawat Batch: Fall/PGP/ISBE/11-13 Alumni ID: Fall/11-13/M-225/Mumbai/ISBE (IMI) Phone No: 09680407000 Email Id: cpbhandawat@yahoo.com Date when the guide was consulted: 18/03/2014 Details of meeting: Showed the questionnaires if there are any changes required and if not then to get approval for the same to proceed with primary details. Meeting with guide for the final analysis and changes to be done if required. Outcome of meeting: Got approval from the guide to proceed with the primary research. Changes are done as per the guides suggestions and draft copy of thesis prepared and approved. Progress of work: Started primary research and after completion of analysis decided to show to the guide & Final thesis is to be submitted.