Team Alpha
Hemang Kushwaha
Shreyasi Datta
Designing Growth Strategy
Executive Summary
Telephonic Consulting
Primary research 5 6+
Interviews Secondary research 10+ Reports
Companies
Key Findings 6 Pillars of Transformation
1 Hyper-personalization
4 Advertisement
Customization according Since there’s no geographic
to changing customer limitation, so it has ability to
segments & preferences reach out more customers
globally
2 Innovative Business Model 5 Ratings & Reviews
Newer and faster product Feedback and better services
dissemination which will are interrelated. More better
help in the growth feedback, more attraction to
customers
3 Sustainability
6 Agility
Social Consciousness,
Resource optimization Agile operating
& focus on NATURAL model and teams
Consumer Journey
Stages Awareness Consideration Acquisition Booking & Services Feedback
Needs to choose provider Selecting the final provider for Final Booking is made Gives Feedback
Steps Wants to book a ticket
service
• What provider is better?
• What are the current If the service is good then
• What are the price?
Who’s on the market? offers? • How good is the quality? positive feedback and vice
Thinking • What people prefer?
• How to pay? • How good is the support? versa
• What are the offerings?
• Any Cashbacks?
• What are the features?
• Goes to the website
• Makes Decision
• Searches the web for
• Selects the final service Recommends the service
Doing Wants to start researching feedback
provider
Uses the service
• Compare prices
• Compare features
Feeling 🙂 🤔 😐 😌 😄
• Is not aware of all service
• Doesn’t know where to start
• Doesn’t know what to Offline payments option not • Meals not included
• Doesn’t want to spend a lot • Not enough other offers
choose available • Service issues
Touch Points • Doubts about the value of
of time on research • No additional discounts
service
• Improve payments option
Create positive image of the • Work on lag indicators
Extend marketing channels • Support more payments Improve discount models
Opportunity service • Increase customer support
system
Action Points
DEVELOPING INTELLIGENT Intelligent functions are necessary to making the connection to growth.
FUNCTIONS IN TRAVEL
Goals
Data is everywhere in the travel industry, but it must be connected to be useful.
BECOME A DATA- • Establish a platform that links internal and external sources of data about customers, and enables efficient and effective sharing of
this data both inside the organization and with ecosystem partners
DRIVEN • Create standards around data privacy, sharing and governance. Obtain permissions for use of customer data, and agree on how to
ORGANIZATION share data with other ecosystem partners. Establish a formal system of data governance for these multiple connection points.
• Strategically use data, both to inform decisions and also to create new products, services and targeted offers based on that data.
NEW AGE • Traditional distribution channels complemented with new age partnerships such as health, wealth, wellness etc.
making it a part of larger ecosystem
OFFERINGS/
• New channels of engagement such as social media, P2P platform, AI based chatbots
SOLUTIONS
Lead generation using predictive analytics embedding in everyday life of our distributors
• Look at the customer journey and specific experiences from the customer’s perspective; identify and remove any friction
FIGHT FRICTION points.
• Improve organizational processes by determining which do not contribute to digital operations
• For the processes that stay, make them more dynamic. Use design thinking to try, fail fast, learn and try again.
As Paytm has tied up with IRCTC for train bookings, the same strategy can also be applied for flight booking even. With any renowned
AIRLINE airlines such as Indigo, Paytm can raise a joint venture. This will account for more than 30% of airline industry's passenger carrying
PARTNERSHIP capacity. This will lead to potential partnerships based on key performance indicators such as existing networks, schedules, capacities,
and fleets
Implementation Roadmap
Highlight the benefits of your product/service Engage with customers on social media
Continuous Basis
Continuous 5-6 months
Basis • Use images, videos,
(Premium Customers questions or statuses to
• Focus on pointing out the unique benefits of
your service. Ask your existing, satisfied only) spark conversation and
• Suggesting additional products on top of a standard motivate potential clients
customers for a review, highlighting all the
package is the most straightforward method of increasing to follow you. Listening to
positive aspects of the experience they’ve had
your revenue per customer. For example, if your customer is their comments and
with your company
going on a city tour of Mumbai, offer lunch and dinner receiving feedback helps
options to go along with it. you create better-tailored
Continuous Upsell products – provide an experience trips and packages.
Advertisement
Basis
• Since there’s no
geographic limitation, so Give a personal touch 3-4 months
it has ability to reach out • If we know a customer's journey can include
more customers globally dozens of searches and visits to hundreds of
Continuous
• Attracting higher number web pages, then remarketing can be your most
of customers at same Basis valuable weapon. Remarketing ensures that
• Identify and profile your best customers
time one interaction someone has with your brand
• Most business owners don’t realize that
• Creates targeted isn't the only interaction
only a small number of their customers
communication, so as to • Goal + Strategies + Tactics = A concrete e-
drive their business.
also provide constant commerce marketing plan to surge growth
• It’s the 80/20 rule for customers- 20%
reminder of the gala e- Close the Loop with Remarketing
drive 80% of the revenue
commerce company
5
THANK YOU
