6. Product
Search profiles of prospect brides and grooms either on
internet or by visiting its offline centers
Express your interest, chat, email and call members
Profile Verification services like Shaadi SEAL
Search and contact members on mobile using sms, wap site,
mobile application and IVR
7. Product
Personalised services for match-making
Online Astrology services like horoscope matching
- A relationship and wedding portal guide
- Online wedding directory services
- eShop for your wedding
12. Place
Online access from anywhere across the globe
Access using mobile phones (SMS, wap site and IVR)
170 offline centres across India
13. Promotions
Online marketing across portals like rediff, yahoo, msn etc.
Hosting events like Swayamvars and Speed Dating Events
Tie-ups with Star Vivaah and movies like METRO
Wedding Expos atleast once a year
15. People
Over 500 employees across the globe
1.41 crore members
Over 8,22,073 successful matches till date
Visitors but not members
16. Process
Standard process of operation
ISO 9001:2000 certified
Verisign Secured and TRUSTe Certified payment mechanisms
Free home collection of cheque / demand draft in 65 cities in
India
17. Physical Evidence
Shaadi.com centre offices across the country
Offline payment centres such as Head Post Office, Axis Bank and
HughesNet Fusion centers
23. Services Marketing Triangle
External Marketing
– Online marketing campaigns
– Offers, promotions and discounts
– Offline promotions eg. Outdoors
– Wedding Expos
– Events like Swayamvars and Speed Dating
– Newsletters
24. Services Marketing Triangle
Internal Marketing
– Training programs
– Knowledge sharing sessions
– Roadmap meeting
Interactive Marketing
– CRM via emails, phone and online chat
– Telecalling activities
– Personalized service at Shaadi.com Centers
25. Consumer Decision Making & Evaluation
Need to get married
• Online search (matrimonial websites)
• Offline search (marriage bureau,
friends, relatives)
Select multiple
channels of search
(websites, bureaus,
friends)
Purchase
Membership(s)
Monitor responses from channels
26. Self Service Technologies
Register, create profile, search and contact members on the
internet and mobile site
Search using SMS and IVR
Automated request for photos, contact number, profile
verification to other members
24x7 customer service on call and live chat
Online web tutorials
27. Channels for Service Distribution
Internet
Mobile
TV (Dish TV)
Offline Shaadi.com Centers (Retail)
28. Role of Culture
Homepages, emailers and promotions designed as per
community and region
Festive offers to targeted communities
Astro details, Gothra, Manglik etc for select communites
30. Customer Relationships
24x7 Live Help
Help through emails, chat and phone
Toll Free number from anywhere in India
Local help call number in major cities in India and
internationally (UK, USA, UAE & Pakistan)
Response within 24 hours
31. Zone of Tolerance
CRM turnover time – 24 hours
– Profile activation, photo upload
• Adequate = 12 hrs & Desired = 24 hrs; Tolerance = 12 hrs
– Reply to queries on email
• Adequate = 24 hrs & Desired = 48 hrs; Tolerance = 24 hrs
32. Service Quality Dimensions
Reliability
– wide variety of profiles across communities and countries
Responsiveness
– On payment activation, instant access to contact hundreds of members
Assurance
– Safety, privacy and security features
Empathy
– Useful tips and guidelines to find your match
Tangibility
– Personalized services at Shaadi.com Centers
34. Retention Strategy
Financial Bond - at the expiry of membership
– 5% discount on Gold Membership
– 10% discount on Diamond Membership
– 15% discount on Platinum Membership
Social Bond – at the deletion of profile
– Subscribe to ShaadiTimes newsletter
– Opt-in to Astrology services by Astrolife.com
35. MR Program
Customer Satisfaction Survey – every 6 months
MIS reports to understand the user and usage pattern
Feedback form to every query response given by the CRO
36. Types of Complainers
Passives
– Encounter a problem but do not report it
Voicers
– Report the problem via email, phone or live chat
Irates
– Continuously call up the CRM and follow up
Activists
– Talk to the CRM-Head or write to the CMD about the problem
37. Service Guarantee
Unconditional Guarantee - 100% money back
If you do not have at least 1 accepted member in the first month, we
Will refund your entire Premium Membership fee - No Questions Asked!
40. New Service Strategy Matrix
Offerings Markets
Current Customers New Customers
Existing Service Sales Promotions, Offers,
Discounts
Online Marketing,
SEO, SEM
New Service Shaadipages.com
Shaadi Sapphire
Makaan.com
41. Boundary Spanners
Customer Relationship Officers
Shaadi.com Center Representatives
Cheque / DD pickup boys
42. Enhancing Customer Participation
Refer a friend to Shaadi.com
Forward profile to a friend
Surveys and Polls
Submit Success Stories and get Gift vouchers
43. Problem 1
High Membership Rates
Low usage of personalized services
44. Action Plan
Price the memberships slightly less or at par with the
competition
Include as many premium services within each membership
package
More contact numbers per package
Free gifts and incentives with every package
Slightly higher discount rates than what competition Offers in
addition to extra days of membership
Personalized service for initial few days
Wave off taxes
45. Example
Membership Price Duration Benefit Personalized
Service
Free
eCoupon
Renewal
Benefit
Gold Rs.
1950
3 months 40 Nos.
+
3 xtra days
- Rs. 100 10% OFF
Diamond Rs.
3301
6 months 90 Nos.
+
7 xtra days
3 days Rs. 250 15% OFF
Platinum Rs.
4801
12
months
200 Nos.
+
15 xtra days
7 days Rs. 500 20% OFF
Sapphire Rs.
9,999
3 months 40 Nos.
+
25 xtra days
90 days Rs. 1000 25% OFF
Compared Memberships with BharatMatrimony.com
46. Expected Result
More paid members on the site
More traffic on site and hence more usage of services
Lead to more successful matches
Increase in overall revenue
Make the brand more stronger
Lead to more new members and registrations
48. Action Plan
Integration with
Shaaditimes Newsletters sent to members on a weekly basis
Articles, Expert Advice, post marriage counseling, eStory etc.
ShaadiDirectory service to members who delete their profile
or have found a match
Cross-selling ShaadiShop at various events such as:
Festivals and occasions
Sending gifts to your accepted members
Free eCoupon on finding a match
Free eCoupon on purchasing Paid Membership
49. Action Plan
Integration with
Monthly Shaadi.com Magazine to Paid members including
Articles, Expert Advice, reviews, eStory etc.
ShaadiDirectory catalogues to members who visit the centres
Includes names and contact numbers of local wedding planners,
venues, caterers, florists, jewelry shops, beauty parlors etc.
ShaadiShop eCoupons to visiting members:
Rs 100 eCoupon to Gold Members
Rs 250 eCoupon to Diamond Members
Rs 500 eCoupons to Platinum Members
Rs 1000 eCoupon to Sapphire Members
50. Expected Result
All the 3 services will be pushed to the users at regular
intervals. Hence, more brand exposure
Weekly newsletters and monthly magazines improves
readership of ShaadiTimes.com
Increase usage of ShaadiDirectory services, lead to more
vendors on site, leading to more revenue
Increase the number of transactions on ShaadiShop and add
to the revenue stream
