ARCH516- ARCHITECTURE MARKETING SKILLS

❖ CUSTOMER LOYALTY EXERCISE

1. Think of a service provider you are loyal to.

➢ AIRTEL INDIA

2. What do you do( your behaviours, actions, feelings) that indicates

you are loyal?
➢ I have been using Airtel from last 4 years. I use airtel networks for my
mobile. I have been using airtel broadband at my home. I trust the
services of airtel more than any other service provider like Jio, Vodafone,
Reliance, idea etc. I recommend Airtel to my friends for its good network
connections and reasonable prices and rewards.
3. Why are you loyal to this provider?
➢ gives access to a host of exclusive rewards, perks & privileges.
➢ get access to Airtel Xstream App premium, where you can enjoy
exclusive content.
➢ Priority customer support.
➢ Unlimited song streaming & downloads.
➢ Offers fixed telephony and broadband internet.
➢ No daily data limit.
➢ Easy and automatic conversion.

❖ Choose a services industry and spend 30 minutes brainstorming

specific requirements of customers in each of the five service
quality dimensions. Be certain the requirements reflect the
customer’s point of view.
• Zomato

➢ Reliability:
o provides you with a feature that you can order your food
online pick it up from the restaurant by yourself.
o provides an option for foodies to follow their friends so that
they can know what their friends eat and what they like.
 o The user can easily book tables whenever they want. Table
booking provides convenience to the user as well as prevent
disappointment.
o The restaurant has the option to provide details like food
menu, images, phone number, direction to the restaurant and
reviews.
➢ Assurance: Zomato is committed to addressing all security issues in
a responsible and timely manner, and ask the security community to
give the opportunity to do so before disclosing them publicly.
➢ Tangibles: Visually appealing facilities. Employees have a neat,
professional appearance. Visually appealing materials associated
with the service.
➢ Empathy: Feedback is never taken personally; they break it into
positive pieces and strive to work on each and every element even
more effectively. vision of better food for more people. They not
only connect people to food in every context but work closely with
restaurants to enable a sustainable ecosystem.
➢ Responsiveness: They treat every problem as our own, take
accountability and drive the change. They don’t lose themselves in
pride or confidence during individual successes, but focus on being
our simple selves in every which way.

VIPUL SOLANKI
A1904017066