Services Marketing and Customer Delight

Last year i had been at the SDM-IMD, mysore campus for their annual All India B School fest. Naissance was a three day affair and was one of the best fest's i have attended. The whole management of events was perfectly organized and the hospitality team did an awesome job they had allocated two people to take care of our team, The students at the campus were so friendly and right from waking us up in the morning to ensuring that we had our meal they were with us through out the event making our stay at mysore memorable. In marketing terms they exceeded our expectations and as a consumer we were delighted with their service.

The reason why they exceeded our expectation can be explained by the concepts of services marketing, in the marketing mix of services the people and process are very important along with the traditional 4p's

People SDM-IMD students as volunteers did an excellent job in hospitality and their service delivery exceeded our expectations

Process The whole process of welcoming teams allocating rooms and conducting events was planned and executed well,leaving no room for error.


This year i was called by their representative for conformation for the team from Alliance and as the event coordinator was speaking about the event, interrupting the talk i said her how wonderful our last year trip was and we'll surely communicate and send the team this year too. thinking about the trip it self excites me and my perception about SDM-IMD is excellent and as a delighted consumer i share my experience with others.


I wish i could attend Naissance this year too, but mind is pre-occupied with something else.

Good luck Naissance team.. !!!