UNIT II -SERVICE BLUEPRINTING UNIT III - ONLINE MARKETING

BY ANKIT ROLL -2

SERVICE BLUEPRINTING
Blue printing is a device that address the challenges of designing and specifying intangible service processes . Service blueprints are maps or pictures that precisely portray how a service process is built up . The service blueprint is a technique used for service innovation. According to Zeithmal and Bitner (2000) a service blueprinting visually displays the service by simultaneously depicting the process of service delivery ,the point of customer contact ,the role of customer and employees and the visible element of service . Blueprints are especially useful, when it comes to developing and designing new services .

BUILDING A SERVICE BLUEPRINT

To have an effective service processes it is very necessary to document the flow of activity and map them properly . Service blueprint offer this facility .

Steps To Built a Service Blueprint

Identify the process to be blueprinted Identify the customer or segment targeted Map the process from the customer point of view Map contact employee action, onstage & offstage Link customer & contact person activities needed to support functions Ask for evidence of service at each customer action step

Advantages of Blueprinting
Brings clarity to the Service delivery process Identification of critical incidences Provides insight on areas where employees need to be trained Enables further improvement in the process Helps to put coordination in the activity of the org.

Online Marketing
Also known as Digital marketing, Web marketing, Search marketing OR e-marketing Referred to as the marketing of products / services over the Internet includes marketing done via e-mail and wireless media

ties together the creative & technical aspects of the Internet

Types of Online Marketing

PPC/I

Online Marketing
SEO SMM

Types of Online Marketing

PPC/I : Advertisements for brands & products is done on pre-decided websites &helps in generating leads for companies SEO is the process of improving the visibility of a website or a web page in search engines via the natural or un-paid ("organic" or "algorithmic") search results Social media marketing (SMM)