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marketing mix - 4 p's posted by anand vijayTRANSCRIPT
INDIAN TELECOM SECTOR MARKETING MIX 4 P’S STUDY OF AIRTEL AND VODAFONE
A Marketing Management Report on Indian Telecom Sector : Analysing Marketing Mix 4 P’s through study of two Leading Giants of the Telecom Sector
2011
Hari Shankar(123),Harsh Gautam(141),Dhawal
Bhimani(147),Tanu shrivastava(150),Saptarshi
Datta(165),Jyoti Sikha(172),Anand Vijay(185)
GROUP 7
15-Apr-11
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ABSTRACT
The report is a study of an Indian telecom sector from perspective of a marketing manager. The
study is an overview of the trends being followed over the years and it also covers the evolution
of the telecom sector. Basically, we have covered the marketing strategies followed during
various phases of telecom sector. The objective of the study is to analyze the 4 P‟s of marketing
mix i.e. Product, Promotion, Price and Place. To get an in depth view of the telecom sector and
its evolution, we studied the 4 P‟s of two of the Indian leading companies- Airtel and Vodafone.
We chose the two companies Airtel and Vodafone to analyse telecom sector from a bit of
different views. As Airtel , being a company which has been in existence since the very
beginning of the cellular industry and Vodafone, which entered in the growth phase and gained
a great market share. We analysed these two leading Giants on all the fronts of Marketing mix 4
P‟s .
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CONTENTS
1. INTRODUCTION
1.1 INTRODUCTION – TELECOM SECTOR IN INDIA 1
1.2 KEY PLAYERS 2
1.3 EVOLUTION OF TELECOMMUNICATIONS IN INDIA 4
1.4 MAJOR INVESTMENTS 5
1.5 VALUE ADDED SERVICES (VAS) MARKET 6
1.6 GOING GREEN 7
2. VODAFONE
2.1 VODAFONE COMPANY PROFILE 8
2.2 VODAFONE PRODUCT LINE 9
2.2.1 VODAFONE VOICE SERVICES 9
2.2.2 POSTPAID PLANS 9
2.2.3 PREPAID PLANS 9
2.2.4 VODAFONE DATA SERVICES
10
2.2.5 VODAFONE VALUE ADDED SERVICES
11
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2.3 VODAFONE PLACE
2.3.1 DISTRIBUTION 12
2.3.2 INNOVATIVE DISTRIBUTION 13
2.4 VODAFONE PRICING
2.4.1 PRICING OBJECTIVE 14
2.4.2 PRICING METHOD 15
2.5 VODAFONE PROMOTION 16
3. AIRTEL 20
3.1 AIRTEL COMPANY PROFILE 20
3.2 AIRTEL PRODUCT LINE 23
3.2.1 AIRTEL VOICE SERVICES 24
3.2.2 AIRTEL DATA SERVICES 25
3.3 PRICING 26
3.3.1 PRICING STRATEGIES 27
3.4.1 IMC TOOLS 30
3.4.2 AIRTEL ADVERTISING 31
3.4.3 INTERNET ADVERTISING 32
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3.4.4 SALES PROMOTION 34
3.4.5 PUBLICITY AND EVENTS 36
3.5 PLACE 37
3.5.1 PLACE DEFINITION 37
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Marketing Mix – Indian Telecom Industry
1. INTRODUCTION
1.1 Introduction -Telecomm sector in India
The Indian telecommunications industry is one of the fastest growing in the world. The industry
has witnessed consistent growth during the last year on the back of rollout of newer circles by
operators, successful auction of third-generation (3G) and broadband wireless access (BWA)
spectrum, network rollout in semi-rural areas and increased focus on the value added services
(VAS) market.
According to the data released by Telecom Regulatory Authority of India (TRAI), the number of
telephone subscribers in the country reached 806.13 million at the end of January 2011 from
787.28 million in December 2010, thereby registering a growth rate of 2.39 per cent. With this
the overall tele-density (telephones per 100 people) has touched 67.67. The wireless subscriber
base has increased to 771.18 million at the end of January 2011 from 752.19 million in
December 2010, registering a growth of 2.52 per cent.
Meanwhile, Indian Global System of Mobile Communication (GSM) telecom operators added
14.69 million new subscribers in February 2011, taking the all-India GSM cellular subscriber
base to 555.06 million, according to the Cellular Operators Association of India (COAI). The
GSM subscriber base stood at 540.37 million at the end of January 2011.
The sector will witness up to US$ 55.95 billion investments and the market will cross the US$
100 billion mark in 5 years, according to consultancy firm Boston Consulting Group (BCG).
BCG India's Partner and Director, Arvind Subramanian said the industry will continue to grow at
12-13 per cent annually.
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1.2 Key Players
With new players coming in, the intensity of competition in the industry has increased, especially
over the last four years. The market share of the telecom companies reflects the fragmented
nature of the industry, with as many as 15 players. As of September 30, 2010, Bharti Airtel led
the market with 22.33 per cent share, Reliance (17.72 per cent), Vodafone (17.27 per cent),
BSNL (11.95 per cent), Tata (11.07 per cent), Idea (10.99 per cent), and Aircel (6.06 per cent),
with the remaining share being held by other smaller operators, according to Telecom Regulatory
Authority of India (TRAI) database.
1.3 Evolution of telecommunications in India
The Indian government was composed of many factions (parties) which had different ideologies.
Some of them were willing to throw open the market to foreign players (the centrists) and others
wanted the government to regulate infrastructure and restrict the involvement of foreign players.
Due to this political background it was very difficult to bring about liberalization in
telecommunications. When a bill was in parliament a majority vote had to be passed, and such a
majority was difficult to obtain, given to the number of parties having different ideologies.
Liberalization started in 1981 when Prime Minister Indira Gandhi signed contracts with Alcatel
CIT of France to merge with the state owned Telecom Company (ITI), in an effort to set up
5,000,000 lines per year. But soon the policy was let down because of political opposition. She
invited Sam Pitroda a US based Non-resident Indian NRI to set up a Center for Development of
Telematics(C-DOT), however the plan failed due to political reasons. During this period, after
the assassination of Indira Gandhi, under the leadership of Rajiv Gandhi, many public sector
organizations were set up like the Department of Telecommunications (DoT) , VSNL and
MTNL. Many technological developments took place in this regime but still foreign players were
not allowed to participate in the telecommunications business.
The demand for telephones was ever increasing. It was during this period that the Narsimha Rao
-led government introduced the national telecommunications policy [NTP] in 1994 which
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brought changes in the following areas: ownership, service and regulation of telecommunications
infrastructure. They were also successful in establishing joint ventures between state owned
telecom companies and international players. But still complete ownership of facilities was
restricted only to the government owned organizations. Foreign firms were eligible to 49% of the
total stake. The multi-nationals were just involved in technology transfer, and not policy making.
During this period, the World Bank and ITU had advised the Indian Government to liberalize
long distance services in order to release the monopoly of the state owned DoT and VSNL; and
to enable competition in the long distance carrier business which would help reduce tariff's and
better the economy of the country. The Rao run government instead liberalized the local services,
taking the opposite political parties into confidence and assuring foreign involvement in the long
distance business after 5 years. The country was divided into 20 telecommunication circles for
basic telephony and 18 circles for mobile services. These circles were divided into category A, B
and C depending on the value of the revenue in each circle. The government threw open the bids
to one private company per circle along with government owned DoT per circle. For cellular
service two service providers were allowed per circle and a 15 years license was given to each
provider. During all these improvements, the government did face oppositions from ITI, DoT,
MTNL, VSNL and other labor unions, but they managed to keep away from all the hurdles.
After 1995 the government set up TRAI (Telecom Regulatory Authority of India) which reduced
the interference of Government in deciding tariffs and policy making. The DoT opposed this.
The political powers changed in 1999 and the new government under the leadership of Atal
Bihari Vajpayee was more pro-reforms and introduced better liberalization policies. They split
DoT in two- one policy maker and the other service provider (DTS) which was later renamed as
BSNL. The proposal of raising the stake of foreign investors from 49% to 74% was rejected by
the opposite political party and leftist thinkers. Domestic business groups wanted the government
to privatize VSNL. Finally in April 2002, the government decided to cut its stake of 53% to 26%
in VSNL and to throw it open for sale to private enterprises. TATA finally took 25% stake in
VSNL.
This was a gateway to many foreign investors to get entry into the Indian Telecom Markets.
After March 2000, the government became more liberal in making policies and issuing licenses
to private operators. The government further reduced license fees for cellular service providers
and increased the allowable stake to 74% for foreign companies. Because of all these factors, the
service fees finally reduced and the call costs were cut greatly enabling every common middle
class family in India to afford a cell phone. Nearly 32 million handsets were sold in India. The
data reveals the real potential for growth of the Indian mobile market.
In March 2008 the total GSM and CDMA mobile subscriber base in the country was 375 million,
which represented a nearly 50% growth when compared with previous year. As the unbranded
Chinese cell phones which do not have International Mobile Equipment Identity (IMEI) numbers
pose a serious security risk to the country, Mobile network operators therefore planned to
suspend the usage of around 30 million mobile phones (about 8 % of all mobiles in the country)
by 30 April. 5–6 years the average monthly subscribers additions were around 0.05 to 0.1 million
only and the total mobile subscribers base in December 2002 stood at 10.5 millions.
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However, after a number of proactive initiatives were taken by regulators and licensors, the total
number of mobile subscribers has increased greatly to 706.69 million subscribers as of Oct 31st
2010.
India has opted for the use of both the GSM (global system for mobile communications) and
CDMA (code-division multiple access) technologies in the mobile sector. In addition to landline
and mobile phones, some of the companies also provide the WLL service. The mobile tariffs in
India have also become lowest in the world. A new mobile connection can be activated with a
monthly commitment of US$0.15 only. In 2005 alone additions increased to around 2 million per
month in the year 2003-04 and 2004-05.
In June 2009, the Government of India banned the import of several mobile phones
manufactured in China citing concerns over quality and the lack of IMEI's which make it
difficult for authorities in India to track the sale and use of such phones. In April 2010, the
Government was also reported to be blocking Indian service providers from purchasing Chinese
mobile technology citing concerns that Chinese hackers could compromise the Indian
telecommunications network during times of national emergency. A series of attacks on Indian
government websites and computer networks by suspected Chinese hackers has also made Indian
regulators suspicious with regards to the import of potentially sensitive equipment from China.
The companies reported to be affected by this are Huawei Technologies and ZTE.
1.4 Major Investments
The booming domestic telecom market has been attracting huge amounts of investments which is
likely to accelerate with the entry of new players and launch of new services. According to the
Department of Industrial Policy and Promotion (DIPP), the telecommunications sector which
includes radio paging, mobile services and basic telephone services attracted foreign direct
investment (FDI) worth US$ 1.33 billion during April-January 2010-11. The cumulative flow of
FDI in the sector during April 2000 and January 2011 is US$ 10.26 billion.
1.5 Value-Added Services (VAS) Market
Mobile value added services (VAS) include text or SMS, menu-based services, downloading of
music or ring tones, mobile TV, videos and sophisticated m-commerce applications. As per a
report, „India Telecom 2010‟ released by KPMG in December 2010, currently, the VAS market
is worth US$ 2.45 billion-US$ 2.67 billion, which is around 10 per cent of the total revenue of
the wireless industry. The share of VAS in wireless revenue is likely to increase to 12-13 per
cent by 2011, on the back of increased operator focus on VAS due to continuous fall in voice
tariffs, increasing penetration of feature rich handsets, availability of vernacular content and
increased user adoption of VAS applications.
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1.6 Going Green
Telecom companies incorporate heavy costs on energy consumption. Besides being expensive,
the resources used tax the environment heavily. In the wake of these facts, the ETIG Knowledge
Forum in association with Global Group has attempted to articulate the road map to green
telecom in India. Constantly evolving professional grade energy management products are
leading the revolution and R&D has helped bring costs down. For instance, in the past, to deploy
2G, 3G, 4G technology, one would need separate base-stations. But today, a single base-station
puts all the technology in one place such that one needs to simply change the radio configuration.
Companies are on a continuous look-out for alternatives like solar panels and other types of
sources of energy and their combinations to achieve cost-effectiveness.
Private GSM cellular operator Vodafone Essar has launched its 3G service in Uttar Pradesh
(East) circle, which is one of the largest telecom circles in the country with around 60 million
subscribers.
More than 5 lakh customers have upgraded to Bharti Aritel's high-speed data or 3G services,
from voice-based 2G services, within a month after India's largest mobile operator launched this
facility in Bangalore. The company is talking to other operators to offer 3G services in the rest of
the 22 circles where Airtel did not have permits. Competitors like Reliance Communications,
Vodafone Essar, Tata DoCoMo and Aircel have launched 3G in areas where they hold respective
permits. No mobile operator has 3G permits in all 22 circles of the country.
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2. VODAFONE
2.1 Vodafone - Company Profile
Vodafone Group is a global telecommunications company headquartered in Newbury, Berkshire,
United Kingdom. It is the world's largest mobile telecommunications company measured by
revenues and the world's second largest measured by subscribers, with around 341 million
proportionate subscribers as of November 2010. It operates networks in over 30 countries and
has partner networks in over 40 additional countries. It owns 45% of Verizon Wireless, the
largest mobile telecommunications company in the United States measured by subscribers.
Vodafone Essar, commonly referred to as Vodafone, is a cellular operator in India that covers 23
telecom circles in India. The Vodafone brand was launched in India on 21st September, 2007. It
was formerly known as Hutchison Essar. Vodafone Essar is the Indian subsidiary of Vodafone
Group. Formerly, 33% share in the firm was owned by Essar Group. Vodafone Group bought out
the 33% stake of Essar Group for $5 billion to become the sole owner of the firm. It is the second
largest mobile phone operator in terms of revenue after Bharti Airtel, and third largest in terms of
customers. Vodafone had about 130.9 million customers as of February 2011.
The company offers services in the areas of tunes and downloads, entertainment, news and
updates, sports, call management, astrology, finance, travel, messaging, and dial in services. The
company also provides prepaid and postpaid cards, as well as long distance services, such as
voice services, world calling cards, and home calling cards. In addition, it offers business
solutions, such as mail on the move, data access, and business applications. Further, the company
sells Apple iPhones in India; and bonus cards that offer unlimited mobile Internet browsing for
pre-paid customers, as well as solar charging handsets.
It is the best known brand and aims its growth through high volume of sales and through means
of meeting the customer needs by providing value addition to its products. Effective marketing is
the key to its high visibility.
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2.2 PRODUCT
2.2 Vodafone Product Line
Products offered by the Group include Voice services, Data Services, Value added services. It
also promotes Vodafone live, Vodafone Passport, Vodafone Freedom Packs, and Vodafone at
Home.
2.2.1 Vodafone Voice Services
Post paid plans
Prepaid plans
2.2.2 Post Paid Plans
The various post paid plans offered by Vodafone are:
Talk STD 199 Plan
VF 222 Plan
Per Second Billing Plan-199
Per Second Billing Plan- 299
New Lifetime Plan
VFM 349 Plan
Talk Large Plan - 449
High Value Talk-995
High Value Talk-2499
Vodafone‟s Postpaid offers various plans and claims to be better than any other service provider.
One can find postpaid talk plan by selecting the postpaid talk plan that suits usage and budget.
These are customized plans for the customers to make the most out of the money they pay to the
company.
2.2.3 Pre-Paid Plans
The various pre paid plans offered by the company are:
Travel Plan
Ticket Plan
Lifelong
Recharge options - Rs.10, 20, Rs.50,Rs.100
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Top Up Cards- 222 , 300 Full talk time
350 SMS card@ 35
Local & STD Bonus Card @Rs40
Vodafone Prepaid connection helps to control how much one spends with a prepaid cell plan. To
keep talking without any talk time or validity hassles it offers flexible recharging options through
Vodafone Prepaid mobile SIM card: Prepaid recharge cards, e-Top Up and Direct Top-Up. It‟s
easy to find a prepaid recharge top up too. One can also subscribe to unique prepaid mobile
services and prepaid offers and make the most of Vodafone offers and plans. With E recharge
mobile top up vouchers one can also recharge for prepaid connection which is available at
various outlets. The Chota Recharge tops up cards are available for all the sections of the society.
2.2.4 Vodafone Data Services
2.2.4.1 EDGE Data Card
Edge Data Cards gives high speed connectivity to browse through the internet through Vodafone
mobile phones or even through laptops.. It works with VPN software, to give a secured access to
company‟s server and internet. It keeps the customer connected even while travelling in India or
abroad. It is easy to install and simple to use as it does not require wires, phone lines or cable
connections. It offers a choice of tariff plans which suits every customer.
It is available for Rs.7799 in Mumbai and Maharashtra except Goa, and for Rs. 6499 in rest of
places including Goa. The Data plans are available for Rs.499 and Rs.699.
2.2.4.2 Mobile Connect
With mobile connect one can browse the internet directly through Vodafone mobile phone,
without any ISP subscription or a modem. Just need to plug Vodafone mobile phone into PC or
laptop and start browsing anytime, from anywhere. Also if handset has an HTML browser,
anyone can start browsing directly on Vodafone mobile phone.
A prepaid card is available for Rs.4 to Rs.95 with a validity ranging from 1 to 30 days. The
postpaid monthly card is available as per usage ranging from Rs.198 to Rs.699.
2.2.4.3 USB 3G Stick
The Vodafone Mobile Connect 3G USB Stick allows one to work from anywhere with real-time
access to information, and no installation hassles. It just needs to be plugged into laptop and get
connected to the Internet and the company server at speeds that are faster than traditional dial-up
connection.
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Vodafone Mobile Connect 3G USB Stick also gives 3G Broadband speeds while roaming
abroad. It is easy to install as no CDs are required. It works with preferred VPN software, to give
a secured access. It has many different tariff plans, so that one can choose the plan that meets the
requirements. The monthly postpaid card is available at a rate ranging from Rs.20 to Rs.899.
2.2.5 Vodafone Value Added Services
2.2.5.1 Caller Tunes
Vodafone offers various value added services apart from the basic services. These value added
services accounts for most of the revenue earned by the company. With Vodafone Caller tunes,
one can play their favorite songs for their callers instead of the normal ringing. Caller tunes can
also be played on a customized basis.
Song Selection is for Rs.15 and A monthly rental of Rs.30.
2.2.5.2 Social Networking
With social media networking one can stay up to date on the latest posts and pictures from
family and friends from anywhere. Also online chatting can be done and stay connected to
friends on Orkut, Facebook or My space. Also different and numerous articles can be searched
using Google.
2.2.5.3 News & Updates
Services like news and updates also help in growing their money and maximize their profits with
the information delivered on mobile phone about the financial markets. Services such as
portfolio tracker, stocks, forex, bullion, mobile banking, business and economy alerts are
provided.
2.2.5.4 Alerts
Some other services such as alerts is also provided by Vodafone. Some of the include voice
alerts. SMS alerts which gives recent business news, astrology alerts, missed call alerts, sports
news any many mare. All these services come with a charge on monthly basis according to the
facility undertaken.
2.2.5.5 Entertainment & Lifestyle
Latest movies, music, jokes, games, tones and tunes, devotional messages and SMS greetings
can be downloaded.
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2.3 PLACE
2.3 Vodafone Place
Vodafone has always advertised more on its availability be it for the network or any other facility
provided by the company. They believe that the world is their playground and hence they are
present anywhere and everywhere. Vodafone covers almost 75% of its operational area.
It is easily available with independent retailers, distributers. The Vodafone stores are easily
accessible. They have a trained staff that ensures that the needs of the customers are rightly
matched with the right product. Also they provide them with different options available which is
beneficial for them the most. The customers are able to see and handle the products which they
consider to buy.
They have a 24 hour bill facility which is extremely good. The bills can be paid at any Vodafone
stores which are nearest to one‟s destination. The mode of payment can be either by check or by
cash. Also payment can be done by calling at any Vodafone store, which will personally come
and collect the cash payment from office or home for free. The self service kiosk is another mode
of payment of the bill.
Vodafone services are available online as well. The online store provides access worldwide.
Customers can manage their accounts online. They can review, compare and even change their
talk plans online with just one click. The value added services can also be activated. Also the
bills can be paid online with e-bills.
2.3.1 Distribution
The company owns and manages about 1,150 stores. It has a wide supply chain management
process which helps them to link it to the end users. There is just one supply chain management
process for all the categories across the globe. This is the reason for Vodafone to be amongst the
best telecomm service providers.
Direct Distribution includes owned and franchise retail stores, sales forces selling to enterprise
customers and, increasingly, the internet.
Indirect Distribution includes third party service providers, independent dealers, distributors and
mobile virtual network operators.
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2.3.2 Innovative Distribution To Reach The Customers
The company has innovative ways to reach out to their customers. Apart from their exclusive
shops and mini stores which are available at every locality there are mobile vans which will
provide services at the doorstep. There is no need to visit the mini store, one call and the mobile
van is at the service. They also have help desks at different malls.
They are also tapping the young generation for which they are visiting colleges and providing
them with different college campus cards. Apart from the urban India, the rural India is also
growing at a much faster rate. Thus the company is also tapping the rural population through the
village fairs being held at various outskirts of the country.
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2.4 PRICING
2.4.1 Vodafone pricing
The Price is the one of components of marketing Mix, along with Promotion, Product
Distribution and Product. The price is usually defined as financially expressed value of the
product or service at the market. Price levels are forming the public opinion about a specific
supplier. For modern shopper the price is not only the expression of money outflow, but also
represent a certain value, benefit or satisfaction perceived by certain product / service.
The price has specific relationship with other components of marketing mix. Actually the price
is the only component that generates revenue, while other components generate costs.
Manufacturing of the product represent the cost. The distribution of the product also generate
the cost. The promotion usually creates the increase of demand for the product/service, but
directly also creates costs. All these costs needs to be covered through the price.
Still, the goal of the price is not only to cover the basic costs of manufacturing, distribution and
promotion. The function of the price is much more complex and depends on different variables.
Vodafone operating its business in telecom sector where its scope of recovering its cost through
voice services is limited.Percentage of consumers using value added services is very less.So
companies have to form a strategy where it can minimize its cost ,so Vodafone adapted unique
mass appealing concepts of Pug dog and Zoozoo which were cost-effective to great extent.
2.4.2 PRICING OBJECTIVES
2.4.2.1 Penetration Pricing or Maximum Market Share Pricing
During its entry into India, Vodafone had to build on its market share to compete with the
leading companies. Adapting to the telecom scenario, where the ARPU was declining over past
few years it aimed at increasing its revenue with sales by volume.
Penetration pricing involves the setting of lower, rather than higher prices in order to achieve a
large, if not dominant market share.This strategy is most often used businesses wishing to enter
a new market or build on a relatively small market share.This will only be possible where
demand for the product is believed to be highly elastic, i.e. demand is price-sensitive and either
new buyers will be attracted, or existing buyers will buy more of the product as a result of a
low price.
A successful penetration pricing strategy may lead to large sales volumes/market shares and
therefore lower costs per unit. The effects of economies of both scale and experience lead to
lower production costs, which justify the use of penetration pricing strategies to gain market
share. Penetration strategies are often used by businesses that need to use up spare resources.
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2.4.2.2 Product Quality Leadership Pricing
A company might aim to be the Product-quality leader in the market. It will charge a high price
to cover the high product quality and high R&D cost. Vodafone has never compromised on its
product quality, rather it has been one of the leading companies. It can charge customers more
but would not compromise its quality to cut down cost so as to maintain its profit margin.
2.4.3 PRICING METHODS
2.4.3.1 Going Rate Pricing
In going rate pricing, the firm basis its price largely on competitors prices. The firm might
charge the same, more, or less than major competitors. In oligopolistic industries that sell a
commodity such as steel, paper, or fertilizers, firms normally charge the same price.
Vodafone operating in telecom sector, it had to adapt the method of going rate pricing so as
compete with number of existing players as well as new upcoming players. It had to adapt the
per sec billing to match competition from mainly Tata Docomo and other players.
2.4.3.2 Optional Pricing
Optional-product pricing is defined in the textbook as “the pricing of optional or accessory
products along with a main product” . This pricing method allows companies to present a low
base price that is capable of attracting customers while maintaining the possibility of generating
high customer revenues by selling costly add-ons later.
This type of pricing method is applied by Vodafone n the form of Value Added Services(which
are optional add on services) where they are charged for additional services other than the basic
services.
2.4.3.3 Geographical pricing
This method involves adjusting prices to account for geographic location of customer.
Geographical pricing in marketing, is the practice of modifying a basic list price based on the
geographical location of the buyer. It is intended to reflect the costs of shipping to different
locations.
Vodafone has different pricing for various states across the nation. It has different top-up cards
and offers according to different regions and places.
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2.4.3.4 Bundle Pricing
The technique is often used to sell products that are complementary to a main product. For
buyers, the overall cost of the purchase shows a savings compared to purchasing each product
individually. For example, a camera retailer may offer a discounted price when customers
purchase both a digital camera and a how-to photography DVD that is lower than if both items
were purchased separately. In this example the retailer may promote this as: “Buy both the
digital camera and the how-to photography DVD and save 25%.”
Vodafone had introduced a „Magic Box‟ concept where they offered top-up cards ,value added
services(VAS) bundled along with a handset which proved to be a saving for the customer
compared to purchasing each product individually
2.4.3.5 Differentiated Pricing
Price discrimination or price differentiation exists when sales of identical goods or services are
transacted at different prices from the same provider. In a theoretical market with perfect
information, perfect substitutes, and no transaction costs or prohibition on secondary exchange
(or re-selling) to prevent arbitrage, price discrimination can only be a feature of monopolistic
and oligopolistic markets,] where market power can be exercised. Otherwise, the moment the
seller tries to sell the same good at different prices, the buyer at the lower price can arbitrage by
selling to the consumer buying at the higher price but with a tiny discount. However, product
heterogeneity, market frictions or high fixed costs (which make marginal-cost pricing
unsustainable in the long run) can allow for some degree of differential pricing to different
consumers, even in fully competitive retail or industrial markets. Price discrimination also
occurs when the same price is charged to customers which have different supply costs.
Vodafone has implemented differentiated pricing or discriminated pricing so as to target certain
segments which would help it gain an advantage over other players. It has adapted in certain
forms of differentiated pricing:
i)Customer segment Pricing
Pricing by customer segment is a key success factor for many industries. Airlines, for example,
use complex algorithms to price seats, resulting in a myriad of prices for the same seat on a
flight, much of which is dependent upon who the customer is.
Vodafone offers certain top ups like „chota recharge‟ and „home calling cards‟ so t can focus on
its targeted segment of customers which would help it gain an advantage.
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ii)Time pricing
It is a special case of price discrimination in which producers charge different rates for a given
good or service depending on the time, day, month, and so on. For instance, it is common
practice in the tourism industry to charge higher prices during the peak season, or during
special-event periods and only charge the operating costs of the establishment during the off-
peak season. Investments for business expansion in this case are funded out of profit earned
during the peak season. Another common example of this pricing strategy is found in
transportation sectors, which may charge higher prices during rush-hours.
Vodafone implements time pricing in the form of „Black Days „where the free SMS offers are
withheld for particular occasions like Independence Day, Diwali.
It also offers seasonal offers which are valid only for limited time like on particular festivals it
offers full talk time on certain recharges.
Vodafone has also got time pricing strategies like weekend calling and night calling where t
charges its customers at a discounted rate.
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2.5 PROMOTION
2.5 Promotion mix of Vodafone
Promotion of Vodafone is divided into two parts:
2.5.1Above the line promotion:
Promotion in mass media (e.g. TV, radio, newspapers, internet, mobile phones, and, historically,
illustrated songs) in which the advertiser pays an advertising agency to place the advertisement
2.5.2Below the line promotion:
All other promotion. Much of this is intended to be subtle enough for the consumer to be
unaware that promotion is taking place. E.g. sponsorship, product placement, testimonials, sales
promotion, merchandising, direct mail, personal selling, public relations, trade shows.
For promotion of Vodafone the items of promotional mix used in Above the line as well as
below the Line are given below:
2.5.1.1ADVERTISEMENTS:
Advertisements done by Vodafone for its promotion includes mediums like TVC‟s i.e.
television commercials, print , radio ,hoardings, on billboards, in magazines and in other
media outlets which reaches large audiences and spreads the brand image and the
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message very effectively. This is known as above the line promotion.
2.5.1.2 EVENTS/ PROGRAMMES:
Vodafone is actively involved in various kinds of events and sponsoring them in order to
get a better brand visibility on mass as well as regional level depending upon the reach
of these events and programmes. Vodafone sees sponsorship as involving far more than having a logo on a football shirt or a racing car. The company believes that its sponsees act as ambassadors for the Vodafone brand, saying to the world 'This brand is all about being dependable, empathetic, innovative, can do and full of vitality and life.'
Moreover, Vodafone has established tangible links between the products and services it offers
and the organisations that it sponsors.
Some of them are listed below:
Jogajoger ustab during durga pooja in Kolkata
Navratri special caller tunes contest in Gujarat – Jhumo Aney Jeeto
Sponsor for MTV Spitsvilla
Official sponsor of England Cricket Team since 15 years.
The 2008 Formula One champion Lewis Hamilton Came to Chennai for
the Vodafone promotional event and makes crowd crazy with the performing the
„donut„,burning rubber and Sideways action.Few lucky winners of the SMS and
online contest conducted by Vodafone were taken on a 2-lap ride on the two-
seater Mercedes SLK with Lewis Hamilton.
A series of thrilling entertainment and promotional events in western region of the country was done by the company which included a Bicycle Race, a Health Screening exercise, Games, a Beach Jam and an exclusive Highlife concert
Official Sponsor for England cricket team since 15years‡
Sponsor for Big Boss 2010‡
Title Sponsor of vodafone McLaren- MercedesFormula one team
UEF Champions League‡
Sponsored Delhi Half Marathon 2007‡
Vodafone and Coke joined 9XM as platinum sponsors‡
IPL- Vodafone Essar is official telecom partner
2.5.2.1 SALES PROMOTION:
For sales promotion Vodafone offers several types of prepaid or postpaid schemes
involving low tarrifs or providing extra minutes of talk on same recharge value .for this
they use to offer special prepaid bundles during festive seasons loke diwali , durga pooja
etc.
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NEED OF IDENTIFIACTION
Value added services of Vodafone needed promotion. And as we know advertisements
play a major role in positioning the brand as well as the company among the targeted
product users.And even in advertisements, innovation always a part to reach out for new
ways to capture the prospective customer‟s heart.
Vodafone capitalized on innovative ideas and came up with new advertisements which
pushed the brand image to new heights. The ZOOS-ZOOS from Vodafone turned out to
be the best ad in 2009.
ZOO-ZOO
Zoo Zoo, the new brand ambassador of Vodafone, created a furore in the advertising industry. It is campaign to communicate the value added services by the company. Zoo zoos have been successful in giving Vodafone a makeover and establishing maximum brand presence. It can be considered as a perfect example of a well-laid out marketing strategy for the following reasons:
Vodafone chose the Indian Premier League 2 (IPL-2) as a platform to launch their
advertisement, which proved to be a great marketing strategy. Cricket is considered to
be a religion in India, and Zoo zoo captured attention of nearly two billion people
during the IPL. People eagerly waited for breaks between matches to see more stories
about Zoozoo.
Zoo zoos are small pseudo-animated characters with big egg-shaped head, round
belly but extremely thin arms and legs. It was a fresh and innovative concept and
Vodafone wonderfully promoted their services by creating different stories featuring
Zoozoos. The charm of the Zoo zoo 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.
The zoo zoo TVC‟S marked the viewership of around 41 million people across India
and interviews of it were broadcasted on youtube 50000 times. Hence it became the
most visible brand in IPL.
2.5.1.3USE OF INTERNET FOR PROMOTON:
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 Face book, YouTube, Orkut, Twitter, and
many more, where they have a huge followings.
FACEBOOK: Vodafone used face book as a medium for internet promotion as the
company indented to build a official fan club on it .On the same patterns it used orkut
too.
The company also came up with the idea of providing downloadable ringtones,
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wallpapers, screen savers etc. on internet
MICROSITE FOR ZOOZOO
A specially designed micro site is there for zoo zoo in which one can what kind of
zoo zoo they are. All this is done in order to augment the popularity and excitement
related to innovative idea of zooz zoos
Now Vodafone has announced to launch the Zoozoo goodies like zoozoo toys,
zoozoo mugs, zoo zoo key chains, zoozoo t-shirts, etc. Zoozooz have themselves
become a brand and it will be interesting to see how Vodafone uses this concept in
future to promote their services.
2.5.1.4VIRAL MARKETING
Viral marketing are buzzwords referring to marketing techniques that use pre-
existing social networks to produce increases in brand awareness or to achieve other
marketing objectives (such as product sales) through self-replicating viral processes,
analogous to the spread of viruses or computer viruses. It can be delivered by word of
mouth or enhanced by the network effects of the Internet. Viral promotions may take
the form of video clips, interactive Flash games, brandable software, images, or text
messages.
VIRAL MARKETING DONE BY VODAFONE:
Vodafone was successful in effort of viral marketing. The new innovative idea of
promotion of zoo zoo on social media sites like face book, orkut etc. created a kind of
buzzword .It created a sensations and captured the imagination of every single person.
Like if a person watched or downloaded the video of it then he/she forwarded to four
of others. Hence we can say that the effect was not only doubled but it was
quatrafold.The result was that every age group was interested in the ad and the related
value added services. It created a strong brand association.
PR OF VODAFONE
a) Media Interviews:
Vodafone undertakes media interviews with proper planning. It is sometimes initiated by
media while most of the time it is by Vodafone. It is handled very carefully specially
during crisis or when a new service is launched and is this used as a very good platform
for promotion, building image and even control crisis.
b) Press Conference:
Vodafone uses press conferences as a very powerful tool in handling the media and
seeking consumer attention. They hold press conferences at the launch of new services
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or products of any kind. They also hold press conferences when they are getting into a
business deal for some company. They also hold press conferences for announcing half-
yearly results or financial reports of the company.
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 a huge
followings.
Now Vodafone has announced to launch the Zoozoo goodies like zoozoo toys, zoozoo mugs,
zoozoo keychains, zoozoo t-shirts, etc. Zoozooz have themselves become a brand and it will be
interesting to see how Vodafone uses this concept in future to promote their services.
Stores have special offers, promotions and point of sale posters to attract those inside the
stores to buy.
Vodafone‟s stores, its products and its staff all project the brand image.
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3. AIRTEL
3.1 Airtel Company Overview
Bharti Airtel Limited, commonly known as Airtel, is an Indian telecommunication company that
operates in 19 countries across South Asia, Africa and the Channel Islands. It operates a GSM
network in all countries, providing 2G or 3G services depending upon the country of operation.
Airtel is the fifth largest telecom operator in the world with over 207.8 million subscribers across
19 countries at the end of 2010. It is the largest cellular service provider in India, with over 152.5
million subscribers at the end of 2010.
Airtel also offers fixed line services and broadband services. It offers its telecom services under
the Airtel brand and is headed by Sunil Bharti Mittal. Bharti Airtel is the first Indian telecom
service provider to achieve this Cisco Gold Certification. To earn Gold Certification, Bharti
Airtel had to meet rigorous standards for networking competency, service, support and customer
satisfaction set forth by Cisco. The company also provides land-line telephone services and
broadband Internet access (DSL) in over 96 cities in India. It also acts as a carrier for national
and international long distance communication services. The company has a submarine cable
landing station at Chennai, which connects the submarine cable connecting Chennai and
Singapore.
It is known for being the first mobile phone company in the world to outsource everything except
marketing and sales and finance. Its network is maintained by Ericsson, Nokia Siemens Network
and Huawei, business support by IBM and transmission towers by another company (Bharti
Infratel Ltd. in India). During the last financial year [2009-10], Bharti has roped in a strategic
partner Alcatel-Lucent to manage the network infrastructure for the Telemedia Business.
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3.2 PRODUCT
3.2 Airtel Product Line
Bharti Airtel is India's leading provider of telecommunications services. The businesses at Bharti
Airtel have been structured into three individual strategic business units (SBU‟s) - mobile
services, broadband & telephone services (B&T) & enterprise services. The mobile services
group provides GSM mobile services across India in 23 telecom circles, while the B&T business
group provides broadband & telephone services in 90 cities. The Enterprise services group has
two sub-units - carriers (long distance services) and services to corporates. All these services are
provided under the Airtel brand.
3.2.1 Airtel Voice Services
Postpaid Plans
Prepaid Plans
Landline services
Postpaid plans
Some of the post paid services provided by airtel are:
Group Talk 249
Airtel Freedom 249 -Per second (N)
Airtel Take Your Pick Plan 100
Airtel Turbo 249 Plan
Airtel Advantage 199 Plan (N)
These are plans which allow them customers to make use of every penny they invest in
the company. These plans feature easy billing, with best value plan and strong network
coverage.
Prepaid Plans
Airtel also offers prepaid services, of which some are listed below:
Airtel Turbo 42
RC 91 (New Card Offer)
New GUPSHUP Pack
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RC 106 (New Card Offer)
FRC 61+Rural Tarakki
These plans help one to keep a control on money spending. It has strong network coverage and
instant balance and validity enquiry.
Landline Services
Apart from prepaid and postpaid services airtel also provides landline services as well. Some of
them are listed below:
Talk Value 549
Talk Value 649
Talk Value 999
It gives the flexibility to organize and control communication with airtel fixed line. It gives a
host of exciting features and services, from call conferencing, call forwarding, short dialing,
caller identification, to voice alarm, parallel ringing, and much more.
3.2.2 Airtel Data Services
With Airtel Data Services one can easily access their e-mails and browse through internet
anywhere in the world.
Broadband Services
Browser 599 Plan
Browser 899 Plan
Impatience 799
India‟s most preferred high speed broadband service offers a range of exciting plans which suits
every pocket.
Mobile Internet Services
Internet super saver
This super saver plan allows the customer to avail the internet services of airtel which not only
saves their money but their time as well.
Data Card Services
Standard Plan @ Rs.49
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Plan 1 @ Rs.350
Surf Unlimited
With the Airtel Data Card, one has the freedom to access the internet anytime, anywhere across.
Also this service can be availed even when roaming internationally. The Airtel Data Card, which
is EDGE and GPRS enabled, has the features of a SIM card, which enables one to send and
receive SMS. Airtel Data Card is much faster than a GPRS connection and is compatible with
Windows 2000/XP/XP Tablet/XP Pro & Mac operating systems. It is easy to install and use
tariffs that suits one‟s need.
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3.3 PRICING
3.3.1 Airtel pricing
One of the four major elements of the marketing mix is price. The only that generates revenue,
the p that is responsible for a firms sustainability in the market and its growth. Thus Pricing is an
important strategic issue because it is related to product positioning. Furthermore, pricing affects
other marketing mix elements such as product features, channel decisions, and promotion.
While there is no single recipe to determine pricing, the following is a general sequence of steps
that might be followed for developing the pricing of a new product:
Develop marketing strategy - perform marketing analysis, segmentation, targeting, and
positioning.
Make marketing mix decisions - define the product, distribution, and promotional tactics.
Estimate the demand curve - understand how quantity demanded varies with price.
Calculate cost - include fixed and variable costs associated with the product.
Understand environmental factors - evaluate likely competitor actions, understand legal
constraints, etc.
Set pricing objectives - for example, profit maximization, revenue maximization, or price
stabilization (status quo).
Determine pricing - using information collected in the above steps, select a pricing
method, develop the pricing structure, and define discounts.
These steps are interrelated and are not necessarily performed in the above order. Nonetheless,
the above list serves to present a starting framework.
3.3.2 Airtel Pricing strategies
Now discussing on the pricing policies adopted by airtel , airtel is one of the premiere telecom
service provider and it is there in this service from almost beginning. Telecom sector is one of
the sector which has witnessed almost all types of pricing. In the initial stage because of not
much awareness and being totally innovative product , the sector witnessed skimming price. In
similar way as the telecom product started penetrating the masses because of its great utility in
daily life it underwent various pricing changes.
Thus the various types of pricing followed by Airtel from its entry to being the leading mobile
operator of telecom sector are as such –
1. Skimming – In the very beginning when Airtel entered the telecom sector it enjoyed
skimming price. The scenario was prevalent in the years 1990‟s to 2000 when our
incoming calls were also charged. The product was totally new and the no of users were
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also limited and as the product was very innovative and of utmost utility people were
ready to pay whatever price was demanded.
2. Penetration – Airtel went for mass penetration by launching its prepaid plan in year 2002.
The move was taken to counter Reliance plan which targeted the lower income group
population by launching several plans providing cheap handset alongwith the new
connection.
3. Optional – Airtel was one of the leaders in coming up with the value added services. It
was in an around year 2003 when Airtel promoted its value added service with the tag
line – express yourself, where it introduced the optional pricing in the sector. The value
added services available are purely optional. It is totally on the will of customers to opt
for it or not. The basic product of Airtel is airtime and validity availability.
4. Popular price points – Airtel has always kept its price in the popular price points. popular
price points are the pricing which is easily acceptable by the consumers. Consumers have
predetermined mindset about certain pricing limits like everyone has a common mindset
about one time meal charge that the maximum price payable for an average quality of
meal available should not be more than ` 50/-. Thus although Airtel was leading service
provider in Vas but it always kept the price at popular price point. It also made easy
recharges available for its customer without any extra charges .
5. Premium pricing – Airtel adopted premium pricing during the crushing time of per
second billing, when every operator went for per second billing with the Docomo
launching it massively all around. Airetl kept per second for Airtel to Airtel but kept 1.2
paise per second for making calls on other network. The pricing was to clear the intention
that if you want to be my customer you‟ll have to pay premium amount for it because my
service is better than others.
6. Value pricing– Airtel‟s primary motive from the very beginning have been to
continuously provide its customer competitive and innovative product. But irrespective of
better service products being provided by him it never charged heavily. For e.g.- Airtel‟s
turbo plan and Airtel 1 plan which were termed as the plans responsible for the death of
roaming plans. Although the products were revolutionary but it kept the price equally in
limits to match in tandem with the value of the service being provided.
7. Product line – Airtel has large no of products in its product line so definitely it follows
product line pricing to give differentiated products to its customers.
8. Bundle pricing – Airtel is one of the first to come up with option of bundle pricing in
value added services. It gives you customize option to group different value added
services of your own choice in a bundle pack.
9. Versioning – The one of the unique pricing of the sector which says that the pricing to be
done in such a way that it satisfies unique customer needs. For eg- broadband plans
available as Fast,Faster and Fastest the user will choose the plan as per its requirement i.e
if he is a single user he‟ll opt for fast and if there are multiple user will opt for faster or
fastest depending upon the no of users.
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10. Pick a plan – The pricing which is a trade mark of the sector which says that the pricing
to be done in such a way that the consumer‟s different pricing plans are satisfied. For eg-
continuing with the above example in broadband itself now when the single user has
opted for Fast broadband plan, under that there are broadband plans such as 599 limited ,
799 unlimited etc
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3.4 PROMOTION
3.4 Airtel Promotions
Airtel has always invested a huge amount in their promotional activities. Several times it has
tried to change its positioning by changing its tag lines and logos and also the marketing
strategies with respect to the need in the market and to capture a new market of new group of
consumers.
This is the description of the various promotional campaigns done while changing its positioning
in the consumers mind.
• “Power to keep in touch”
• “Touch tomorrow”
• “Live every moment”
• “Express yourself”
• “Baat karne se hi baat badti hai”
• “Dil jo chahe paas laye”
In 1995, airtel entered with targeting the elite class of consumers with positioning as the best in
the network which was the prime need of a mobile service at that time.
It entered with a competition with Hutch, BSNL. The attribute „network‟ to be positioned as best
in Airtel required a strong tagline which was “Power to keep in touch”.
Within this campaign, different activities are been done, they are:
The brand was positioned in such a way with this tag line and campaign that conveys power of
instant communication. Perception of aspiration and lifestyle brand was required to be positioned
in the consumers mind which was done through activities like Airtel decided that the brand
should always connote leadership–be it in network, innovations, offerings, services. It started
sponsoring games like Golf which was only played by the elite anfd high class group of people
with a segment of SEC-A.
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In 2000, With the introduction of revenue sharing scheme by TRAI, all the tariffs ad tariff plans
were had to be reduced by different companies in order to meet the requirements of TRAI. Airtel
as was only into elite class of people, it had to enter and capture a new market and started
targeting mass market with a tagline “Touch tomorrow”.
New campaign was launched in order to capture the mass market. The logo was changed
accordingly, A new logo for Airtel- Red , black and white colors with „Airtel‟ enwrapped in an
eclipse.
The Logo indicated core value of the brand: leadership, performance and dynamism. This is how
airtel tried to re position itself and capture a market by targeting into a different group of people.
In 2002, reliance targeted the lower income group and to capture the lower segment market airtel
introduced the prepaid schemes with minimum top ups which can create an impulse in the lower
segment. The targeting of the lower segment group was done with again in the change in tagline
and change in the campaigns.
In 2003, „express yourself’ campaign was done with the endorsement from lata mangeshkar,
sachin tendulkar which created a huge impact in the consumers. The logo was changed and the
new logo was extremely powerful. The campaign was done with recent affairs happening and
failure of the laws and changes in the witnesses of the crime occurrences in the court. This all
was taken into mind and campaign was done with the enlightenment of candles on roads to
express the views and values of the general public.
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In 2010, airtel launched its new logo and changed its tagline again.
The tagline was basically targeted the youth and the youngsters with a positioning as anything
which is desired can be made possible.
3.4.1 IMC Tools
• Advertisements
• Sales promotion
• Publicity and events
3.4.2 Airtel Advertisement
In television and radio, airtel does a huge advertisement with a pull strategy, airtel started made
advertisements with a two variances as emotional and humorous ads to connect with the general
consumers.
Airtel has a huge investements in the brand endorsement as the major celebrities the brand
endorsers of airtel like sachin tendulkar, saif ali khan, kareena kapoor, A.R rahman.
A.R rahman‟s signature tune is always been played in radios which created a huge impact in the
consumers to relate with airtel. Total advertising budget of Airtel was Rs. 150 crores.
3.4.3 Internet Advertising
Massive advertising through
• Google AdSense
• BidVertisers
Sponsor online games at Zapak.com, different games are been sponsored on zapak.com to
capture the upper class youth who are crazy about online games. The youngsters are been very
well targeted in the sponsorships, and the sales of airtel increased in this segment by 20%.
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Providing wallpapers and screensavers on website was again a huge impatul advertisement done
on internet, Airtel wallpapers were very well appreciated by the youngsters so it started putting
them online to download it which also created a revenue for them.
Large scale print and video advertising was also done to capture the youtube watching young and
middle age consumers, but this section was dominated by Vodafone through their zoo-zoo videos
still Airtel has managed in creating a desire in the high end class of consumers.
3.4.4 Sales Promotion
• “Friendz” pre-paid plan
Again targeting the young class of people were the main idea of Airtel and it did with the various
plans to create a strong demand for Airtel services. Friendz prepaid plan was basically for the
group of friends where the talk charges are the minimum in some specific numbers.
• “Ladies special” plan
The ladies group were targeted in this plan, the house wives are needed to have a long talks on
phone for that group special plans are been made and promoted accordingly.
• “Senior citizen” plan
• Executives‟ corporate plan (First to give prepaid in this category).
• Special discounts in calling rates & sms services.
In this way, lot of special discounts and offers are been provide with the help of sales promotion
where airtel has done tremendously in creating an impact in all sections of the society in terms of
age group and income level.
Youtopia
Special tariff plans to target the consumers with the group of 14-19 years, where the main
objective is to have the minimum charges in the talk time with a multiple sms facilities and
offers in it. Also different timing prices were done as night calling and calling specific numbers,
these all are targeted to the youth and the campaign itself was named as „youthopia‟.
Some of the charges were Re 0.25 for 30 seconds- night!, special bidding portal, music download
facilities, SMS at affordable prices.
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3.4.5PUBLICITY AND EVENTS
Sponsored events
• Delhi half marathon
• Delhi golf tournament
Sponsored TV shows
• Big Boss
• KBC
• Indian Idol
These are the various shows and events where Airtel has done its publicity in huge, also it is
targeting the IPL where there could be a huge impact on Indian consumers as they are crazy
about cricket and sachin tendulkar. Delhi half marathon and golf tournaments were publicized in
it to target the high class middle and old age consumers who created a great amount of revenue
in terms of the high recharges and value added services.
In this way, with the a heavy investment of 150-200 crores promotional budget, Airtel has
successfully created an impact in the consumers and also changes its target consumers with the
change in its taglines, campaigns and logos.
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3.5 PLACE
3.5.1 Place Definition
The place is where you can expect to find your customer and consequently, where the
sale is realized. Knowing this place, you have to look for a distribution channel in order
to reach your customer
A crucial decision in any marketing mix is to correctly identify the distribution channels.
The question " how to reach the customer" must always be in your mind.
The place is not where is located your business but where your customers are. For a
retailer it is the same but for a boat producer located in Philippines the real place is the
entire world.
Do not confuse positioning and place. Here place means the real physical position of the
customer in a geographic area or along a distribution channel.Place refers to the means by
which your customer acquires your product. This includes the actual place it is purchased
(the shop, the telephone, the web page, the warehouse) as well as the actual route of
distribution. Although figures vary widely from product to product, roughly a fifth of the
cost of a product goes on getting it to the customer. 'Place' is concerned with various
methods of transporting and storing goods, and then making them available for the
customer. Getting the right product to the right place at the right time involves the
distribution system. The choice of distribution method will depend on a variety of
circumstances
Thus airtel reaches to its customers by the following means-
1. Wide and extensive presence even in the remotest area - Airtel is exhaustively
omnipresent all around the nation. it‟s retailer could be seen even in the remotest part of
the nation.
2. Airtel Relationship Centres – Airtel relationship center‟s which were previously known
as Airtel gallery. These customer relationship centers are the touch points through which
Airtel interacts with its customers, it takes public grievances through its relationship
centers, provides new connection and nowadays it acts as a display Centre for the
company where the company can showcase its latest product launch.
3. Retail Distributors – in retail distribution airtel changed all the rules, its retailers were
even the paan shop waala. Each and every accessible point were utilized to provide ease
of availability of recharge facility.
4. Mobile Recharges For DTH- airtel came up with mobile recharge specially for its rural
customers. As there was unavailiblity of airtel relationship centre in rural areas and also
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[38] MARKETING MIX-4 P’S INDIAN TELECOM SECTOR BATCH ‘C’ -GROUP 7
to provide the uninterrupted direct to home television service even to the remotest part, it
came up with this innovative idea of mobile recharge.
5. Airtel Drop Boxes – airtel drop boxes are available at its relationship centres and it is
24x7 available. Peoples can pay their bill via drop boxes at anytime as per its availability.
6. Online Availablity Of Vas ,Recharge And Many More – airtel‟s service is also available
online. You can get a new connection, recgharge and even get value added services via
online. With the increase in internet users and increased mobility of the users this touch
point is of utter importance because if airtel wants to retain its leadership in the telecom
sector it needs to match up with the latest technologies available and internet platform
was one of the greatest technical revolution in the country after the coming of mobile
operators.
7. Numerous Payment Options – just to provide ease and save its customers time airtel has
placed numerous ways of payment options. For eg- ecs, mcheck, standing instructions.
Mcheck was one of the pioneer in it‟s sector use it. It could be downloaded in mobile and
could be used for bill payment, recharge, buying movie tickets etc which broadened the
use of mobile device and provided an added facility to its customers.
Ecs also provided its customers relief in bill payment option by directly deducting the bill
amount from the consumers account without everytime visiting the centre for bill
payment. the concumer needs to register its account once for the purpose and make
available its no of cheques for the no of months he wants the bill to be uninterruptedly.
Standing Instructions are the latest mode of payment for the credit card users, where the
customer just needs to submit standing instruction form once and its monthly bills would
be directly debited from its credit card account.