Hairgicians

SE RV ICE MARKE TING ICE

Team Member (Group 3)
Yogesh Ralhan(FT203100)

Jainendra Singh(FT204036)

Divy Chaturvedi(FT204025)

Akshay kumar Gupta(FT203012)

Sourav Panda(FT204105)

Ritika Chhabria(FT201065, Sec-2)

Saakshat Srivastav(FT204072)
Our Service
Hairgicians – Salon Services
It is time you take control over how you look after a
Salon Service. Have you have come out disappointed
from a Salon Service. We let you control how you look
and also let you know exactly what the waiting time is
right on the outset so that you do not have to waiting
for you new stylish look. Come to Hairgicians and you
will never go back disappointed again
Value Proposition
Time optimization – Providing Best Services, most efficiently by taking your time as value.
Self Customization – Giving you freedom to make your hairstyle.
Minimum Waiting Time – No making you wait for the services.
Delivered as Promised – What we say, we will deliver in most optimum way.
No Delivery, No Charge – Making us guaranteed to deliver.
Survey Questionnaire Results
Survey Questionnaire Results
Username Name Age Gender Contact Number
How satisfied
What
were
influenced
you
How
with
satisfied
you
thethe
representative's
Howmost
arewould
you
to Does
with
experience
you our
rate
encounter.
ourtime
value
the
Have
our
overall
promised
proposition
service?
we made
experience
Responses
foritexcite
the
clear
service
how
you?you
encounter?
can
Brand
reach
Name
us?
joseph.ft204041@greatlakes.edu.in
Joseph 29 Male 9.65E+09 4A 4 7 Yes Maybe YA47 Y
tanshu.ft204091@greatlakes.edu.in
Tanshu 25 Female 9.58E+09 5A 5 9 Yes Yes YA59 Y
jeffin.ft204039@greatlakes.edu.in
jeffin 28 Male 9.91E+09 4A 4 9 Yes Yes YA49 Y
sathwik.ft204078@greatlakes.edu.in
Sathwik 25 Male 9.02E+09 5B 5 8 Yes Yes YB58 Y
vidushi.ft204096@greatlakes.edu.in
Vidushi 26 Female 8.13E+09 4B 4 7 Yes Maybe YB47 Y
prasshanth.ft204060@greatlakes.edu.in
Prasshanth 27 Male 9.18E+09 4B 3 8 Yes Maybe YB48 Y
aaron.ft204002@greatlakes.edu.in
Aaron Deepak 26 Male 9.89E+09 2B 2 4 Yes NO YB24 Y
sumit.ft204087@greatlakes.edu.in
Sumit Gupta 27 Male 7.38E+09 4A 3 7 Yes Yes YA47 Y
pratik.ft203062@greatlakes.edu.in
pratik 27 Male 8.86E+09 4B 4 8 NO Yes YB48 Y
chinmay.ft203027@greatlakes.edu.in
Chinmay Joshi 28 Male 9.88E+09 4A 4 7 NO Yes YA47 Y
panchal.ft203057@greatlakes.edu.in
Panchal 27 Male 8.8E+09 4B 4 9 Yes Yes YB49 Y
vishak.ft204099@greatlakes.edu.in
Vishak 26 Male 7.91E+09 3B 4 8 Yes NO YB38 Y
rohit.ft204070@greatlakes.edu.in
Rohit 28 Male 8.73E+09 3C 3 6 No NO YC36 Y
ishita.ft203038@greatlakes.edu.in
Ishita Anand 25 Female 9.85E+09 5B 4 8 Yes Yes YB58 Y
anup.ft203018@greatlakes.edu.in
Anup Bengeri 24 Male 8.76E+09 5A 5 9 Yes Yes YA59 Y
dhinakaran.ft203030@greatlakes.edu.in
Dhina 27 Male 9.44E+09 4B 4 8 Yes Yes YB48 Y
samarth.ft204075@greatlakes.edu.in
Samarth Garg 27 Male 8.88E+09 4B 4 9 Yes Yes YB49 Y
annu.ft204016@greatlakes.edu.in
Annu 25 Female 9.9E+09 4B 4 8 Yes Yes YB48 Y
hitu.ft204035@greatlakes.edu.in
Hitu 27 Female 7.23E+09 4B 4 8 Yes Yes YB48 Y
dhiraj.ft203031@greatlakes.edu.in
Dhiraj Mishra 26 Male 9.97E+09 5B 4 7 Yes Yes YB57 Y
sweta.ft203087@greatlakes.edu.in
Sweta Singh 26 Female 7.03E+09 4B 4 8 Yes Yes YB48 Y
vishnuv.ft203099@greatlakes.edu.in
Vishnu 26 Male 8.12E+09 1A 3 6 Yes Maybe YA16 Y
akash.ft203009@greatlakes.edu.in
Akash Srivastava 25 Male 9.96E+09 5A 4 7 Yes Yes YA57 Y
surbhi.ft203083@greatlakes.edu.in
Surbhi Sood 25 Female 9.6E+09 5B 4 8 Yes Yes YB58 Y
aakash.ft204001@greatlakes.edu.in
Aakash Gaur 27 Male 1E+09 5C 4 8 Yes Yes YC58 Y
karthick.ft203040@greatlakes.edu.in
Karthick 25 Male 9.1E+09 5C 4 9 Yes Yes YC59 Y
janani.ft204037@greatlakes.edu.in
janani 26 Female 9.9E+09 5B 5 9 Yes Maybe YB59 Y
vishal.ft203097@greatlakes.edu.in
Vishal 26 Male 9.5E+09 5B 4 8 Yes Yes YB58 Y
abhisek.ft203001@greatlakes.edu.in
Abhisek 28 Male 9.04E+10 4C 3 4 No NO YC44 Y
vishal.ft203105@greatlakes.edu.in
vishal 25 Male 8.17E+09 4B 4 8 Yes Yes YB48 Y
kaustav.ft203042@greatlakes.edu.in
Kaustav 27 Male 9.67E+09 4A 4 8 Yes Yes YA48 Y
Using RET
RET model is a new model which includes tracking customer experience real time.
It seeks to capture how people respond to service encounters
This model overcomes the drawback from the previous service models like focus groups,
surveys, interviews etc which rely on customer’s memories
Business Application
Using our survey we wish to identify what are the key drivers which ill motivate the customers to
opt for our brand
We wish to identify what behavioral attributes would motivate people to approach the service
We wish to identify what would be the most effective touchpoint which would attract customers
Method followed
A survey was floated to identify the reaction to the service encounter with our representative
It included questions based on the service encounter provided to the customer and the general
feedback on the service
A four character approach was used to find the appropriate rating from the customer
Our RET Model

Pre-Service Service Post-Delivery Service

Survey Delivery Survey Enhancement
Strategic Agility Model
Strategic Agility— i.e. creating new markets with new products that reach new customers, i.e.
market-creating innovation
We have involved ourselves in market-innovation by introducing an application-based service
delivery where we have suggestive hairstyles for our customer. A wide range of hairstyles for our
customers to choose from, they choose how they look rather than them being disappointed with
the haircut later
Our application also delivers operational agility by telling our customers exactly what our current
waiting time is so that they do not waste their time waiting, but can use the time to at their will
to do things that matter more
Finally, we are using RET model to collect real-time feedback that will help boost CuSat scores
Concept Used
Service Encounter
Continuum of Service Encounter
Customer Value Proposition
Service Differentiation
Continuum of Products Attribute
Continuum of product attributes

1)Search attributes- There is no search attribute involved in our service.

2)Experience attributes- This attribute is involved in our service as customers will evaluate the
service after being served.
3)Credence attribute- This attribute is not present in our service.
Service Encounter
Service Encounter – As the customer enters a representative asks the customer what services he
needs and he is serviced accordingly and details are given to him about the time it will take to
service him.
After each service is provided the customer will be asked whether he liked the service or not .
Before taking any cuts or any facials the customer can try the same on a app and see how he
looks regarding which a representative can give him feedbacks.