Marketing Mix 1
description
Transcript of Marketing Mix 1
![Page 1: Marketing Mix 1](https://reader034.fdocuments.us/reader034/viewer/2022051517/55cf8f6a550346703b9c238d/html5/thumbnails/1.jpg)
Problem SolvingProblem SolvingIntroduction to marketing concepts
11
![Page 2: Marketing Mix 1](https://reader034.fdocuments.us/reader034/viewer/2022051517/55cf8f6a550346703b9c238d/html5/thumbnails/2.jpg)
MarketingMarketing
What you’ll learn...What you’ll learn...
What is marketing?
What is the marketing mix?
What does it involve?
22
![Page 3: Marketing Mix 1](https://reader034.fdocuments.us/reader034/viewer/2022051517/55cf8f6a550346703b9c238d/html5/thumbnails/3.jpg)
About Marketing
33
![Page 4: Marketing Mix 1](https://reader034.fdocuments.us/reader034/viewer/2022051517/55cf8f6a550346703b9c238d/html5/thumbnails/4.jpg)
Marketing in the 21 century
WHY
44
![Page 5: Marketing Mix 1](https://reader034.fdocuments.us/reader034/viewer/2022051517/55cf8f6a550346703b9c238d/html5/thumbnails/5.jpg)
What What isis marketing? marketing?
• Marketing…Marketing…– is not ADVERTISINGis not ADVERTISING– is not SELLINGis not SELLING– is not PROMOTIONis not PROMOTION
• ““The aim of marketing is to make The aim of marketing is to make selling unnecessary.” Peter selling unnecessary.” Peter Drucker (1973)Drucker (1973)
55
![Page 6: Marketing Mix 1](https://reader034.fdocuments.us/reader034/viewer/2022051517/55cf8f6a550346703b9c238d/html5/thumbnails/6.jpg)
What is marketing?What is marketing?
• Businesses need to Businesses need to sell products if they sell products if they are to achieve their are to achieve their objectives.objectives.
• Marketing is about Marketing is about ensuring that ensuring that businesses can sell as businesses can sell as many products as many products as possible in order to possible in order to make profits.make profits. 66
![Page 7: Marketing Mix 1](https://reader034.fdocuments.us/reader034/viewer/2022051517/55cf8f6a550346703b9c238d/html5/thumbnails/7.jpg)
What does it involve?What does it involve?
• Marketing is a very complex Marketing is a very complex concept.concept.
• It involves:It involves:
• ResearchResearch
• Product designProduct design
• Setting pricesSetting prices
• Making sure the customer knows Making sure the customer knows about productsabout products
• Choosing how and where to sell Choosing how and where to sell productsproducts
77
![Page 8: Marketing Mix 1](https://reader034.fdocuments.us/reader034/viewer/2022051517/55cf8f6a550346703b9c238d/html5/thumbnails/8.jpg)
Why is it needed?Why is it needed?
• Each year millions of new products Each year millions of new products are launched:are launched:
Without careful marketing
these products would fail
88
![Page 9: Marketing Mix 1](https://reader034.fdocuments.us/reader034/viewer/2022051517/55cf8f6a550346703b9c238d/html5/thumbnails/9.jpg)
“Marketing is the science and art of exploring, creating and delivering value to satisfy the needs and wants of a target market maintaining loyalty at a profit.”
Professor Philip Kotler
99
![Page 10: Marketing Mix 1](https://reader034.fdocuments.us/reader034/viewer/2022051517/55cf8f6a550346703b9c238d/html5/thumbnails/10.jpg)
Needs Eat, Dress, Move
Wants Cheeseburger, Tuxedo, Car
Marketer
1010
![Page 11: Marketing Mix 1](https://reader034.fdocuments.us/reader034/viewer/2022051517/55cf8f6a550346703b9c238d/html5/thumbnails/11.jpg)
This Is This Is DemandDemand
“Demand”
Wants Buying Power
1111
![Page 12: Marketing Mix 1](https://reader034.fdocuments.us/reader034/viewer/2022051517/55cf8f6a550346703b9c238d/html5/thumbnails/12.jpg)
First Task: Detect NeedsFirst Task: Detect Needs
1212
![Page 13: Marketing Mix 1](https://reader034.fdocuments.us/reader034/viewer/2022051517/55cf8f6a550346703b9c238d/html5/thumbnails/13.jpg)
Organization’smarketing focus
Discover consumer needs
Information about needs
Potential consumers: The market
Marketing’s first task: discovering consumer Marketing’s first task: discovering consumer needsneeds
1313
![Page 14: Marketing Mix 1](https://reader034.fdocuments.us/reader034/viewer/2022051517/55cf8f6a550346703b9c238d/html5/thumbnails/14.jpg)
What is a Market?What is a Market?
Potential consumers make up a Potential consumers make up a market, which is:market, which is:
1.1. PeoplePeople
2.2. with the Desire andwith the Desire and
3.3. with the Ability to Buy a with the Ability to Buy a
specific product.specific product.
1414
![Page 15: Marketing Mix 1](https://reader034.fdocuments.us/reader034/viewer/2022051517/55cf8f6a550346703b9c238d/html5/thumbnails/15.jpg)
Organization’s marketing focusConcepts
forproducts
Discover consumer needs
Information about needs
Potential consumers: The market
Satisfy consumer needsFind the right combination of:
• Product• Price• Promotion• Place
Goods, services, ideas
Marketing’s Second Task: Satisfying Consumer Marketing’s Second Task: Satisfying Consumer NeedsNeeds
1515
![Page 16: Marketing Mix 1](https://reader034.fdocuments.us/reader034/viewer/2022051517/55cf8f6a550346703b9c238d/html5/thumbnails/16.jpg)
The Target MarketThe Target MarketBecause the organization obviously Because the organization obviously
can’t satisfy can’t satisfy all all consumer needs, it consumer needs, it must concentrate its efforts on must concentrate its efforts on certain needs of a certain needs of a specificspecific group of group of potential consumerspotential consumers
This is the This is the target markettarget market -- -- one or one or more specific groups of potential more specific groups of potential consumers toward which an consumers toward which an organization directs its marketing organization directs its marketing programmeprogramme
1616
![Page 17: Marketing Mix 1](https://reader034.fdocuments.us/reader034/viewer/2022051517/55cf8f6a550346703b9c238d/html5/thumbnails/17.jpg)
Inactive orex-customers
Customer DevelopmentCustomer Development
PartnersAdvocatesClientsRepeat
customersFirst-timecustomers
Suspects
Prospects
Disqualifiedprospects
1717
![Page 18: Marketing Mix 1](https://reader034.fdocuments.us/reader034/viewer/2022051517/55cf8f6a550346703b9c238d/html5/thumbnails/18.jpg)
Marketing Vs SalesMarketing Vs Sales
Is there a difference?
1818
![Page 19: Marketing Mix 1](https://reader034.fdocuments.us/reader034/viewer/2022051517/55cf8f6a550346703b9c238d/html5/thumbnails/19.jpg)
The Marketing ConceptThe Marketing Concept
•Organizations must concentrate Organizations must concentrate on the customer and not the on the customer and not the product or the companyproduct or the company
•Organizations should revolve Organizations should revolve round the customer and not the round the customer and not the other way aroundother way around
•The purpose of a business is to The purpose of a business is to create and keep a customercreate and keep a customer
1919
![Page 20: Marketing Mix 1](https://reader034.fdocuments.us/reader034/viewer/2022051517/55cf8f6a550346703b9c238d/html5/thumbnails/20.jpg)
The Selling ConceptThe Selling Concept
• Focuses on matching your product or Focuses on matching your product or service features and benefits in a way service features and benefits in a way that suits the prospect sales that suits the prospect sales
• process is any thing that you do to process is any thing that you do to close the sale and get signed close the sale and get signed agreement or contractagreement or contract
• It is any thing that engages you with It is any thing that engages you with the prospect or customer on a the prospect or customer on a personal level rather than at a personal level rather than at a distancedistance
2020
![Page 21: Marketing Mix 1](https://reader034.fdocuments.us/reader034/viewer/2022051517/55cf8f6a550346703b9c238d/html5/thumbnails/21.jpg)
The Major Role of The Major Role of Marketing and SellingMarketing and Selling
People DO NOT buy products people buy
2121
![Page 22: Marketing Mix 1](https://reader034.fdocuments.us/reader034/viewer/2022051517/55cf8f6a550346703b9c238d/html5/thumbnails/22.jpg)
Marketing Management
2222
![Page 23: Marketing Mix 1](https://reader034.fdocuments.us/reader034/viewer/2022051517/55cf8f6a550346703b9c238d/html5/thumbnails/23.jpg)
Building Customer Building Customer RelationshipsRelationships
2323
![Page 24: Marketing Mix 1](https://reader034.fdocuments.us/reader034/viewer/2022051517/55cf8f6a550346703b9c238d/html5/thumbnails/24.jpg)
Relationship MarketingRelationship MarketingRelationship marketing isRelationship marketing is linking the linking the
organization to its individual customers, organization to its individual customers,
employees, suppliers, and other partners employees, suppliers, and other partners
for their mutual for their mutual long-termlong-term benefits.benefits.
Mutual long-term benefitsMutual long-term benefits between the between the
organization and its customers require organization and its customers require
links to other vital stakeholders-- links to other vital stakeholders--
including suppliers, employees, and including suppliers, employees, and
“partners” such as wholesalers or “partners” such as wholesalers or
retailers in a manufacturer’s channel of retailers in a manufacturer’s channel of
distribution.distribution.2424
![Page 25: Marketing Mix 1](https://reader034.fdocuments.us/reader034/viewer/2022051517/55cf8f6a550346703b9c238d/html5/thumbnails/25.jpg)
How Marketing became so How Marketing became so important?important?
2525
![Page 26: Marketing Mix 1](https://reader034.fdocuments.us/reader034/viewer/2022051517/55cf8f6a550346703b9c238d/html5/thumbnails/26.jpg)
Production era
Sales era
Marketing concept era
SocietalMarketing era
18601880190019201940196019802000
Four different orientations in the history of businessFour different orientations in the history of business
2626
![Page 27: Marketing Mix 1](https://reader034.fdocuments.us/reader034/viewer/2022051517/55cf8f6a550346703b9c238d/html5/thumbnails/27.jpg)
The Marketing MixThe Marketing Mix
The marketing mix is the combination The marketing mix is the combination of variables that a business uses to of variables that a business uses to carry out its marketing strategy and carry out its marketing strategy and meet customer needs. meet customer needs.
The marketing mix is often called the The marketing mix is often called the 4Ps:4Ps:
• ProductProduct
• PricePrice
• PlacePlace
• PromotionPromotion
2727
![Page 28: Marketing Mix 1](https://reader034.fdocuments.us/reader034/viewer/2022051517/55cf8f6a550346703b9c238d/html5/thumbnails/28.jpg)
The Marketing MixThe Marketing Mix
• The tools available to a business to gain The tools available to a business to gain the reaction it is seeking from its target the reaction it is seeking from its target market in relation to its marketing market in relation to its marketing objectivesobjectives
• 7Ps – Price, Product, Promotion, Place, 7Ps – Price, Product, Promotion, Place, People, Process, Physical EnvironmentPeople, Process, Physical Environment
• Traditional 4Ps extended to cope with Traditional 4Ps extended to cope with today's changing environmenttoday's changing environment
2828
![Page 29: Marketing Mix 1](https://reader034.fdocuments.us/reader034/viewer/2022051517/55cf8f6a550346703b9c238d/html5/thumbnails/29.jpg)
The Marketing MixThe Marketing Mix
2929
![Page 30: Marketing Mix 1](https://reader034.fdocuments.us/reader034/viewer/2022051517/55cf8f6a550346703b9c238d/html5/thumbnails/30.jpg)
ProductProduct
3030
![Page 31: Marketing Mix 1](https://reader034.fdocuments.us/reader034/viewer/2022051517/55cf8f6a550346703b9c238d/html5/thumbnails/31.jpg)
Product Product
• Product’ refers to the Product’ refers to the functionsfunctions and and featuresfeatures of a good or service of a good or service
• Should Should satisfy the needs satisfy the needs of the of the customercustomer
• May have a Unique Selling Proposition May have a Unique Selling Proposition ((USPUSP))
• ‘‘Product’ also includes a range of factors Product’ also includes a range of factors such as such as packaging, quality, packaging, quality, warranties, after-sales servicewarranties, after-sales service and and brandingbranding
3131
![Page 32: Marketing Mix 1](https://reader034.fdocuments.us/reader034/viewer/2022051517/55cf8f6a550346703b9c238d/html5/thumbnails/32.jpg)
ProductProduct
• The firm must come up with a The firm must come up with a product or service that people will product or service that people will want to buywant to buy..
• It must fulfil some It must fulfil some needneed
or or wantwant..
• It must be (or at least seem) It must be (or at least seem) uniqueunique..
3232
![Page 33: Marketing Mix 1](https://reader034.fdocuments.us/reader034/viewer/2022051517/55cf8f6a550346703b9c238d/html5/thumbnails/33.jpg)
ProductProduct• Methods used to Methods used to
improve/differentiate improve/differentiate the product and increase the product and increase sales or target sales sales or target sales more effectively to gain more effectively to gain a competitive advantage a competitive advantage e.g.e.g.– Extension strategiesExtension strategies– Specialised versionsSpecialised versions– New editionsNew editions– Improvements – real Improvements – real
or otherwise!or otherwise!– Changed packagingChanged packaging– Technology, etc.Technology, etc.
Image copyright: www.freeimages.co.uk
3333
![Page 34: Marketing Mix 1](https://reader034.fdocuments.us/reader034/viewer/2022051517/55cf8f6a550346703b9c238d/html5/thumbnails/34.jpg)
The Product Life CycleThe Product Life Cycle
• The product lifecycle looks at the The product lifecycle looks at the sales of a product over timesales of a product over time
3434
![Page 35: Marketing Mix 1](https://reader034.fdocuments.us/reader034/viewer/2022051517/55cf8f6a550346703b9c238d/html5/thumbnails/35.jpg)
Stages in the Product Stages in the Product LifecycleLifecycleDevelopmentDevelopment – high costs but no sales – high costs but no sales
LaunchLaunch – high expenditure on promotion – high expenditure on promotion and product development, low salesand product development, low sales
GrowthGrowth – sales increase and product should – sales increase and product should break-evenbreak-even
MaturityMaturity – sales stabilise, less expenditure – sales stabilise, less expenditure on promotion needed, revenue & profit on promotion needed, revenue & profit should be highshould be high
DeclineDecline – sales decline, – sales decline, extension strategies extension strategies cancan be adopted or the product withdrawnbe adopted or the product withdrawn
3535
![Page 36: Marketing Mix 1](https://reader034.fdocuments.us/reader034/viewer/2022051517/55cf8f6a550346703b9c238d/html5/thumbnails/36.jpg)
Extension StrategiesExtension Strategies
Extension strategies should maintain Extension strategies should maintain or increase sales. They include:or increase sales. They include:
• Modifying the productModifying the product
• Reducing the priceReducing the price
• Adding a featureAdding a feature
• Promoting to a Promoting to a
different market different market
sectorsector3636
![Page 37: Marketing Mix 1](https://reader034.fdocuments.us/reader034/viewer/2022051517/55cf8f6a550346703b9c238d/html5/thumbnails/37.jpg)
Product or service or brand
Core Product
Actual Product
Augmented Product
BMW Freedom to travel A motor car
Sheraton Rooms Room service
Egypt Air Flight An airline journey
Zamalek Football ClubExcitement and
leisure T-shirts – photos
with players
ALICO Insurance policy Finance
UNIONAIR Cooling Warranty3737
![Page 38: Marketing Mix 1](https://reader034.fdocuments.us/reader034/viewer/2022051517/55cf8f6a550346703b9c238d/html5/thumbnails/38.jpg)
PricePrice
3838
![Page 39: Marketing Mix 1](https://reader034.fdocuments.us/reader034/viewer/2022051517/55cf8f6a550346703b9c238d/html5/thumbnails/39.jpg)
Price Price
The price of a product will depend on:The price of a product will depend on:
• The cost to make itThe cost to make it
• The amount of profit desiredThe amount of profit desired
• Other objectives of the businessOther objectives of the business
• The price competitors chargeThe price competitors charge
• The price customers are willing to The price customers are willing to paypay– Is there a high demand?Is there a high demand?– Is demand sensitive to changes in price?Is demand sensitive to changes in price?3939
![Page 40: Marketing Mix 1](https://reader034.fdocuments.us/reader034/viewer/2022051517/55cf8f6a550346703b9c238d/html5/thumbnails/40.jpg)
PricePrice
• Pricing StrategyPricing Strategy
- International- International– ComparativeComparative– Cost plusCost plus
• The price must be one The price must be one that the customer thinks that the customer thinks is good is good value for moneyvalue for money..
• This is not the same as This is not the same as
being being cheap!cheap!
• Prices have a great Prices have a great psychological effect on psychological effect on customers.customers.
4040
![Page 41: Marketing Mix 1](https://reader034.fdocuments.us/reader034/viewer/2022051517/55cf8f6a550346703b9c238d/html5/thumbnails/41.jpg)
Price Leader/TakerPrice Leader/Taker
Price leader Price leader – businesses that – businesses that dominate the market can often dominate the market can often dictate the price charged for a dictate the price charged for a product. Other businesses follow this product. Other businesses follow this leadlead
Price taker Price taker – businesses have to – businesses have to charge the market price. This is charge the market price. This is often the case where there are many often the case where there are many small firms competing against each small firms competing against each otherother
4141
![Page 42: Marketing Mix 1](https://reader034.fdocuments.us/reader034/viewer/2022051517/55cf8f6a550346703b9c238d/html5/thumbnails/42.jpg)
Pricing Strategies & TacticsPricing Strategies & Tactics
•Skimming
•Launching with a high price when there is little competition, then reducing the price later. Often used with technology.
•Penetration
•Low price charged initially to penetrate the market and build brand loyalty; prrice is then increased e.g. introductory offers on magazines.
4242
![Page 43: Marketing Mix 1](https://reader034.fdocuments.us/reader034/viewer/2022051517/55cf8f6a550346703b9c238d/html5/thumbnails/43.jpg)
Pricing Strategies & TacticsPricing Strategies & Tactics
•Competitive
•A similar price is charged to that of competitors’ products.
•Loss leader
•Products may be sold at a price lower than the cost to produce it. Often used by supermarkets to encourage people into the store where it is hoped they will buy other products. 4343
![Page 44: Marketing Mix 1](https://reader034.fdocuments.us/reader034/viewer/2022051517/55cf8f6a550346703b9c238d/html5/thumbnails/44.jpg)
Pricing Strategies & TacticsPricing Strategies & Tactics
•Psychological
•A price is set which customers perceive as lower than it is e.g. €39.99 instead of €40
4444
![Page 45: Marketing Mix 1](https://reader034.fdocuments.us/reader034/viewer/2022051517/55cf8f6a550346703b9c238d/html5/thumbnails/45.jpg)
PricePrice
• Pricing StrategyPricing Strategy
• Importance of:Importance of:– knowing the marketknowing the market– elasticityelasticity– keeping an eye keeping an eye
on rivalson rivals
Image copyright: www.freeimages.co.uk
4545
![Page 46: Marketing Mix 1](https://reader034.fdocuments.us/reader034/viewer/2022051517/55cf8f6a550346703b9c238d/html5/thumbnails/46.jpg)
PromotionPromotion
4646
![Page 47: Marketing Mix 1](https://reader034.fdocuments.us/reader034/viewer/2022051517/55cf8f6a550346703b9c238d/html5/thumbnails/47.jpg)
PromotionPromotion
• Strategies Strategies to make the to make the consumer aware consumer aware of the existence of the existence of a product of a product or serviceor service
• NOT just NOT just advertisingadvertising
4747
![Page 48: Marketing Mix 1](https://reader034.fdocuments.us/reader034/viewer/2022051517/55cf8f6a550346703b9c238d/html5/thumbnails/48.jpg)
Promotion Promotion
The aims of promotion are to:The aims of promotion are to:
• Raise awarenessRaise awareness
• Encourage salesEncourage sales
• Create or change a brand imageCreate or change a brand image
• Maintain market shareMaintain market share
• Increase market shareIncrease market share
4848
![Page 49: Marketing Mix 1](https://reader034.fdocuments.us/reader034/viewer/2022051517/55cf8f6a550346703b9c238d/html5/thumbnails/49.jpg)
4949
![Page 50: Marketing Mix 1](https://reader034.fdocuments.us/reader034/viewer/2022051517/55cf8f6a550346703b9c238d/html5/thumbnails/50.jpg)
Promotion Promotion
Above-the-line promotionAbove-the-line promotion
This uses advertising media over which This uses advertising media over which a firm has no direct control e.g. a firm has no direct control e.g. television, radio and newspaperstelevision, radio and newspapers
Below-the-line promotionBelow-the-line promotion
This uses promotional media which the This uses promotional media which the firm can control e.g. direct mail, firm can control e.g. direct mail, sales promotions and sponsorshipsales promotions and sponsorship
5050
![Page 51: Marketing Mix 1](https://reader034.fdocuments.us/reader034/viewer/2022051517/55cf8f6a550346703b9c238d/html5/thumbnails/51.jpg)
The promotional message should
Grab Attention
Stimulate Interest
Create Desire
Promote Action
5151
![Page 52: Marketing Mix 1](https://reader034.fdocuments.us/reader034/viewer/2022051517/55cf8f6a550346703b9c238d/html5/thumbnails/52.jpg)
Promotional ActivitiesPromotional Activities
•AdvertisingAdvertising e.g. TV, billboards and e.g. TV, billboards and internet.internet.
•Sales promotions Sales promotions e.g. Loyalty e.g. Loyalty cards, BOGOF, discounts & free giftscards, BOGOF, discounts & free gifts
•SponsorshipSponsorship – a business pays to – a business pays to be associated with another firm, be associated with another firm, event or causeevent or cause
5252
![Page 53: Marketing Mix 1](https://reader034.fdocuments.us/reader034/viewer/2022051517/55cf8f6a550346703b9c238d/html5/thumbnails/53.jpg)
Promotional ActivitiesPromotional Activities
•Direct mailing Direct mailing – promotional – promotional material is sent to potential material is sent to potential customers by post/emailcustomers by post/email
•Public relations Public relations – building the – building the relationship between the firm and relationship between the firm and the public by enhancing its the public by enhancing its reputationreputation
5353
![Page 54: Marketing Mix 1](https://reader034.fdocuments.us/reader034/viewer/2022051517/55cf8f6a550346703b9c238d/html5/thumbnails/54.jpg)
Promotional MixPromotional Mix
Most businesses use a combination of Most businesses use a combination of different promotional activities.different promotional activities.
The chosen promotional mix will The chosen promotional mix will depend on:depend on:
• CostCost
• Target marketTarget market
• ProductProduct
• CompetitorsCompetitors5454
![Page 55: Marketing Mix 1](https://reader034.fdocuments.us/reader034/viewer/2022051517/55cf8f6a550346703b9c238d/html5/thumbnails/55.jpg)
PlacePlace
5555
![Page 56: Marketing Mix 1](https://reader034.fdocuments.us/reader034/viewer/2022051517/55cf8f6a550346703b9c238d/html5/thumbnails/56.jpg)
PlacePlace
• The means by which products and The means by which products and services get from producer services get from producer to consumer and where they can be to consumer and where they can be accessed by the consumeraccessed by the consumer
• The more places to buy the product The more places to buy the product and the easier it is made to buy it, and the easier it is made to buy it, the better for the business (and the the better for the business (and the consumer?)consumer?)
5656
![Page 57: Marketing Mix 1](https://reader034.fdocuments.us/reader034/viewer/2022051517/55cf8f6a550346703b9c238d/html5/thumbnails/57.jpg)
Place Place
• Products should be conveniently Products should be conveniently available for customers to buyavailable for customers to buy
• ‘‘Places’ include:Places’ include:
• StoresStores
• Mail orderMail order
• TelesalesTelesales• Internet - Internet - The use of The use of e-commerce e-commerce (promoting (promoting
and selling on the internet) has grown massively over and selling on the internet) has grown massively over recent yearsrecent years
5757
![Page 58: Marketing Mix 1](https://reader034.fdocuments.us/reader034/viewer/2022051517/55cf8f6a550346703b9c238d/html5/thumbnails/58.jpg)
5858
![Page 59: Marketing Mix 1](https://reader034.fdocuments.us/reader034/viewer/2022051517/55cf8f6a550346703b9c238d/html5/thumbnails/59.jpg)
Jobber Jobber
•One that buys merchandise from manufacturers and sells it to retailers
5959
![Page 60: Marketing Mix 1](https://reader034.fdocuments.us/reader034/viewer/2022051517/55cf8f6a550346703b9c238d/html5/thumbnails/60.jpg)
PeoplePeople
6060
![Page 61: Marketing Mix 1](https://reader034.fdocuments.us/reader034/viewer/2022051517/55cf8f6a550346703b9c238d/html5/thumbnails/61.jpg)
PeoplePeople
• People represent the businessPeople represent the business• The image they present can be importantThe image they present can be important
• First contact often human – what is the lasting First contact often human – what is the lasting image they provide to the customer?image they provide to the customer?
• Extent of training and knowledge of the Extent of training and knowledge of the product/service concernedproduct/service concerned
• Do staff represent the desired culture Do staff represent the desired culture of the business?of the business?
6161
![Page 62: Marketing Mix 1](https://reader034.fdocuments.us/reader034/viewer/2022051517/55cf8f6a550346703b9c238d/html5/thumbnails/62.jpg)
PeoplePeople
• People represent the businessPeople represent the business– The image they present can be importantThe image they present can be important– First contact often human – what is the lasting First contact often human – what is the lasting
image they provide to the customer?image they provide to the customer?– Extent of training and knowledge Extent of training and knowledge
of the product/service concernedof the product/service concerned– Mission statement – how relevant?Mission statement – how relevant?– Do staff represent the desired culture Do staff represent the desired culture
of the business?of the business?
6262
![Page 63: Marketing Mix 1](https://reader034.fdocuments.us/reader034/viewer/2022051517/55cf8f6a550346703b9c238d/html5/thumbnails/63.jpg)
PeoplePeople
• People represent the businessPeople represent the business– The image they present can be importantThe image they present can be important– First contact often human – what is the lasting First contact often human – what is the lasting
image they provide to the customer?image they provide to the customer?– Extent of training and knowledge Extent of training and knowledge
of the product/service concernedof the product/service concerned– Mission statement – how relevant?Mission statement – how relevant?– Do staff represent the desired culture Do staff represent the desired culture
of the business?of the business?
6363
![Page 64: Marketing Mix 1](https://reader034.fdocuments.us/reader034/viewer/2022051517/55cf8f6a550346703b9c238d/html5/thumbnails/64.jpg)
ProcessProcess
6464
![Page 65: Marketing Mix 1](https://reader034.fdocuments.us/reader034/viewer/2022051517/55cf8f6a550346703b9c238d/html5/thumbnails/65.jpg)
ProcessProcess• How do people consume services?How do people consume services?• What processes do they have to go What processes do they have to go
through to acquire the services?through to acquire the services?• Where do they find the availability Where do they find the availability
of the service?of the service?– ContactContact– RemindersReminders– RegistrationRegistration– SubscriptionSubscription– Form fillingForm filling– Degree of technologyDegree of technology
6565
![Page 66: Marketing Mix 1](https://reader034.fdocuments.us/reader034/viewer/2022051517/55cf8f6a550346703b9c238d/html5/thumbnails/66.jpg)
Physical EnvironmentPhysical Environment
6666
![Page 67: Marketing Mix 1](https://reader034.fdocuments.us/reader034/viewer/2022051517/55cf8f6a550346703b9c238d/html5/thumbnails/67.jpg)
Physical EnvironmentPhysical Environment
• The ambience, mood or physical presentation of the The ambience, mood or physical presentation of the environmentenvironment
• Packaging. Packaging. • Internet/web pages. Internet/web pages. • Paperwork (such as invoices, tickets,…..). Paperwork (such as invoices, tickets,…..). • Brochures. Brochures. • Furnishings. Furnishings. • Uniforms. Uniforms. • Business cards. Business cards. • The building itself (such as prestigious offices or scenic The building itself (such as prestigious offices or scenic
headquarters). headquarters). • Mailboxes and many others . . . . . . Mailboxes and many others . . . . . .
6767
![Page 68: Marketing Mix 1](https://reader034.fdocuments.us/reader034/viewer/2022051517/55cf8f6a550346703b9c238d/html5/thumbnails/68.jpg)
6868
![Page 69: Marketing Mix 1](https://reader034.fdocuments.us/reader034/viewer/2022051517/55cf8f6a550346703b9c238d/html5/thumbnails/69.jpg)
Physical EnvironmentPhysical Environment
• The ambience, mood or physical The ambience, mood or physical presentation of the environmentpresentation of the environment– Smart/shabby?Smart/shabby?– Trendy/retro/modern/old fashioned?Trendy/retro/modern/old fashioned?– Light/dark/bright/subdued?Light/dark/bright/subdued?– Romantic/chic/loud?Romantic/chic/loud?– Clean/dirty/unkempt/neat?Clean/dirty/unkempt/neat?– Music?Music?– Smell?Smell?
6969
![Page 70: Marketing Mix 1](https://reader034.fdocuments.us/reader034/viewer/2022051517/55cf8f6a550346703b9c238d/html5/thumbnails/70.jpg)
Stages in Consumer Stages in Consumer Decision ProcessDecision Process
Awareness
Interest
Decision
Satisfaction
Action
Advertising
Channel
Product /Service
Price
Word-of- Mouth
7070
![Page 71: Marketing Mix 1](https://reader034.fdocuments.us/reader034/viewer/2022051517/55cf8f6a550346703b9c238d/html5/thumbnails/71.jpg)
The Marketing MixThe Marketing Mix
• Blend of the mix depends upon:Blend of the mix depends upon:• Marketing objectivesMarketing objectives• Type of productType of product• Target marketTarget market• Market structureMarket structure• Rivals’ behaviourRivals’ behaviour• Global issues – culture/religion, etc.Global issues – culture/religion, etc.• Marketing positionMarketing position• Product portfolioProduct portfolio
– Product lifecycleProduct lifecycle– Boston MatrixBoston Matrix
7171
![Page 72: Marketing Mix 1](https://reader034.fdocuments.us/reader034/viewer/2022051517/55cf8f6a550346703b9c238d/html5/thumbnails/72.jpg)
MarketingMarketing ModelModelTarget Market
Aware
Understand
Believe
Want
Find
Buy
Use
Prefer
Cost
Revenue
Value
Experience
Point of Purchase
Above the Line
Loyal
Below the Line
Intention to Purchase
Behavior
7272
![Page 73: Marketing Mix 1](https://reader034.fdocuments.us/reader034/viewer/2022051517/55cf8f6a550346703b9c238d/html5/thumbnails/73.jpg)
Marketing Management Marketing Management PhilosophiesPhilosophies
CompetingCompetingPhilosophiesPhilosophiesCompetingCompeting
PhilosophiesPhilosophies
ProductionProduction
SalesSales
MarketMarket
Societal MarketingSocietal Marketing7373
![Page 74: Marketing Mix 1](https://reader034.fdocuments.us/reader034/viewer/2022051517/55cf8f6a550346703b9c238d/html5/thumbnails/74.jpg)
Marketing Management Marketing Management PhilosophiesPhilosophies
•
PhilosophyPhilosophy Key Ideas
ProductionProduction
SalesSales
MarketMarket
SocietalSocietal
Focus on efficiency of internal operations
Focus on satisfying customer needs and wants
Focus on satisfying customer needs and wants while enhancing individual and societal well-being
Focus on aggressive techniques for overcoming customer resistance
7474
![Page 75: Marketing Mix 1](https://reader034.fdocuments.us/reader034/viewer/2022051517/55cf8f6a550346703b9c238d/html5/thumbnails/75.jpg)
The Marketing ConceptThe Marketing ConceptFocus on Focus on
Customer Wants Customer Wants and Needsand Needs
Integrate Organization’s Integrate Organization’s Activities to Satisfy Activities to Satisfy Customer Needs and Customer Needs and
WantsWants
Achieve Organization’s Achieve Organization’s Long Term Goals by Long Term Goals by Satisfying Customer Satisfying Customer
Wants and NeedsWants and Needs
7575
![Page 76: Marketing Mix 1](https://reader034.fdocuments.us/reader034/viewer/2022051517/55cf8f6a550346703b9c238d/html5/thumbnails/76.jpg)
Comparing Sales and Market Comparing Sales and Market OrientationsOrientations
Market Orientation
Outward Coordinated use of all marketing activities
Customer satisfaction
Specific groups
of people
Satisfying wants and
needs
Organization’sFocus
Firm’sBusiness
ForWhom?
Primary Profit Goal?
Tools to Achieve
Selling goods and services
Everybody Maximum sales
volume
Primarily promotion
InwardSales Orientation
7676
![Page 77: Marketing Mix 1](https://reader034.fdocuments.us/reader034/viewer/2022051517/55cf8f6a550346703b9c238d/html5/thumbnails/77.jpg)
Developing Competitive Developing Competitive AdvantageAdvantage
Competitive Advantage
Customer Value
Customer Relationships
Customer Satisfaction
7777
![Page 78: Marketing Mix 1](https://reader034.fdocuments.us/reader034/viewer/2022051517/55cf8f6a550346703b9c238d/html5/thumbnails/78.jpg)
Evolving Marketing MixEvolving Marketing Mix
• The marketing mix will evolve over The marketing mix will evolve over timetime
• The product portfolio may grow as a The product portfolio may grow as a business becomes more establishedbusiness becomes more established
• More expensive promotional More expensive promotional activities may be adopted as a firm’s activities may be adopted as a firm’s revenue increasesrevenue increases
• More outlets may be opened, or More outlets may be opened, or products sold via the internetproducts sold via the internet
• Price may change as demand Price may change as demand changeschanges
7878
![Page 79: Marketing Mix 1](https://reader034.fdocuments.us/reader034/viewer/2022051517/55cf8f6a550346703b9c238d/html5/thumbnails/79.jpg)
Value and SatisfactionValue and Satisfaction
Expectation
Performance810
If performance is lower than expectations, satisfaction is low.
If performance is higher than expectations, satisfaction is high.
Expectation
Performance
108
7979
![Page 80: Marketing Mix 1](https://reader034.fdocuments.us/reader034/viewer/2022051517/55cf8f6a550346703b9c238d/html5/thumbnails/80.jpg)
Why Do So Many Products Fail?
8080