products, services, & branding
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Chapter 7 PowerpointTRANSCRIPT
Chapter Seven
Product, Services, and Branding Strategy
Roadmap: Previewing the Concepts
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1. Define product and the major classifications of products and services.
2. Describe the decisions companies make regarding their individual products and services, product lines, and product mixes.
3. Discuss branding strategy – the decisions firms make in building and managing their brands.
4. Identify the four characteristics that affect the marketing of a service and the additional marketing considerations that services require.
5. Discuss two additional product issues: socially responsible product decisions and international product and services marketing.
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Product Brand name: FIJI Natural
Artesian Water. Product source: comes
from an underground location in Fiji islands.
Key benefits: ultra-clean taste, no impurities or pollutants.
Brand image: “The Taste of Paradise”
FIJI Water – “The Taste of Paradise”Case Study
Promotion It’s a brand experience! Name, packaging, label,
celebrity endorsers and places through which it is sold contributes to “Taste of Paradise” imagery.
Ads evoke exotic origins: tropical forest, volcanoes.
High price charged supports premium appeal.
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What Is a Product?
Anything that can be offered to a market for attention, acquisition, use, or consumption and that might satisfy a want or need.– Includes: physical objects, services,
events, persons, places, organizations, ideas, or some combination thereof.
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What Is a Service?
A form of product that consists of activities, benefits, or satisfactions offered for sale that are essentially intangible and do not result in the ownership of anything.– Examples: banking, hotel, airline, retail, tax
preparation, home repairs.
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Market Offerings
Continuum ranges from pure tangible goods (with no services) to pure services (with no good component) with many combinations in between.– Pure good: Camay soap.– Pure service: Legal representation.– Combination: Restaurant meal.
Creating and managing customer experiences differentiates offers.
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Levels of a Product
Core benefit– What the consumer is really buying.
Actual product– Includes the brand name, features, design,
packaging, quality level. Augmented product
– Additional services and benefits such as delivery and credit, instructions, installation, warranty, service.
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Consumer Products
Products and services bought by final consumers for personal consumption.– Also includes other marketable entities.
Classified by how consumers buy them.
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Convenience Products
Purchased frequently and immediately Low priced Mass advertising Many purchase locations
– Examples: candy, soda, newspapers
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Shopping Products
Bought less frequently Higher price Fewer purchase locations Comparison shop
– Examples: furniture, clothing, cars, appliances
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Specialty Products
Special purchase efforts High price Unique characteristics Brand identification Few purchase locations
– Example: Lamborghini, Rolex Watch
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Unsought Products
New innovations Products consumers do not want to
think about Require much advertising and personal
selling– Examples: life insurance, cemetery plots,
blood donation
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Industrial Products
Those purchased for further processing or for use in conducting business.– Distinction between consumer and
industrial products is based on the purpose for which an item is bought.
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Industrial Products
Materials and parts:– Raw materials, manufactured materials,
and parts Capital items:
– Products that aid in buyer’s production or operations
Supplies and services:– Operating supplies, repair, and
maintenance items
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Other Market Offerings
Organizations: Profit (businesses) and nonprofit (schools and churches).– Includes corporate image advertising.
Persons: Politicians, entertainers, sports figures, doctors, and lawyers.
Places: Create, maintain, or change attitudes or behavior toward particular places (e.g., tourism).
Ideas (social marketing): Public health campaigns, environmental campaigns, family planning, or human rights.
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Individual Product Decisions
Product attributes Branding Packaging Labeling Product support services
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Product & Service Attributes
Product quality– Performance quality– Conformance quality
Features– Value to consumer– Cost to company
Style and design– Influences experience
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Branding
Creating, maintaining, protecting, and enhancing products and services.
A brand is a name, term, sign, symbol, or design, or a combination of these, that identifies the maker or seller of a product or service.
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Branding
Advantages to buyers:– Product identification– Product quality
Advantages to sellers:– Basis for product’s quality story– Provides legal protection– Helps to segment markets
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Packaging
Designing and producing the container or wrapper for a product.
Developing a good package:– Market the brand– Protect the elements– Ensure product safety– Address environmental concerns
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Labeling
Printed information appearing on or with the package.
Performs several functions:– Identifies product or brand– Describes several things about the
product– Promotes the product through attractive
graphics
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Product Support Services
Assess the value of current services and obtain ideas for new services.
Assess the cost of providing the services.
Put together a package of services that delights the customers and yields profits for the company.
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Product Line Decisions
Product line length:– The number of items in a product line.
Adjust line length by:– Stretching
• Downward• Upward• Both directions
– Filling
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Product Mix Decisions
Product mix: – all of the product lines and items that a particular
seller offers for sale.
Product mix dimensions include:– Length: the number of items in a line.– Width: the number of different product lines the
company carries.– Depth: the number of versions offered of each
product in the line.– Consistency: how closely related various lines are.
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Brand Equity
The positive differential effect that knowing the brand name has on customer response to the product or service.
Provides:– More brand awareness and loyalty– Basis for strong, profitable customer
relationships
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Major Brand Strategy Decisions
Brands are assets that must be carefully developed and managed via:– Brand positioning– Brand name selections– Brand sponsorship– Brand development
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Brand Positioning
Can position brands at any of three levels:– Product attributes– Product benefits– Beliefs and values
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Brand Name Selection
Desirable qualities for a brand name include:1. It should suggest product’s benefits and qualities.
2. It should be easy to pronounce, recognize, and remember.
3. It should be distinctive.
4. It should be extendable.
5. It should translate easily into foreign languages.
6. It should be capable of registration and legal protection.
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Brand Sponsorship
Manufacturer’s brands– Also called national brands
Private brands– Also called store or distributor brands
Licensed brands Co-branding
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Brand Development
Line extension: – introduction of additional items in a given
product category under the same brand name (e.g., new flavors, forms, colors, ingredients, or package sizes).
Brand extension: – using a successful brand name to launch a
new or modified product in a new category.
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Brand Development
Multibranding: – offers a way to establish different features
and appeal to different buying motives. New brands:
– developed based on belief that the power of its existing brand is waning and a new brand name is needed. Also used for products in new product category.
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Nature and Characteristics of a Service
Intangibility:– Services cannot be seen, tasted, felt, heard, or
smelled before purchase. Inseparability:
– Services cannot be separated from their providers.
Variability:– Quality of services depends on who provides
them and when, where, and how they are delivered.
Perishability:– Services cannot be stored for later sale or use.
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The Service-Profit Chain
Internal service quality Satisfied and productive service
employees Great service value Satisfied and loyal customers Healthy service profits and growth.
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Services Marketing
External marketing:– Traditional marketing via the 4 “P’s”
Internal marketing:– Effective training and motivation of
customer contact employees Interactive marketing:
– Delivering interactions during the service encounter that are satisfying to the buyer
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Major Service Marketing Tasks
Managing service differentiation:– Develop a differentiated offer, delivery, and image.
Managing service quality:– Be customer obsessed, set high service quality
standards, have good service recovery, empower front-line employees.
Managing service productivity:– Train current employees or hire new ones, increase
quantity and sacrifice quality, harness technology.
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International Product and Services Marketing
Decide which products and services to introduce.
Decide how much to standardize or adapt.
Packaging presents new challenges. Services marketers face special
challenges. Trend toward global service companies
will continue.
Rest Stop: Reviewing the Concepts
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1. Define product and the major classifications of products and services.
2. Describe the decisions companies make regarding their individual products and services, product lines, and product mixes.
3. Discuss branding strategy – the decisions firms make in building and managing their brands.
4. Identify the four characteristics that affect the marketing of a service and the additional marketing considerations that services require.
5. Discuss two additional product issues: socially responsible product decisions and international product and services marketing.