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THE BODY SHOP




QMAC 2012 Challenge
Prepared by: Chester Lau, Elliot Seetner

          Queen’s University
                11/25/2011
Chester Lau, Elliot Seetner
                                                                  QMAC 2012 Challenge


Table of Contents
Key Issues at Hand                                               Page 2 – 3

The Overarching Objective: What Needs to be Accomplished         Page 3

The Brand Plan: Revitalizing The Body Shop                       Page 3 – 5

Connecting to the Target Market; Driving New Business            Page 5 – 7

The Marketing Levers of Love Your Body. Love Your Community.     Page 7 – 9

The Marketing Levers of Lips for Love                            Page 9 – 10

Implementation and Financial Analysis                            Page 11

Revitalizing The Body Shop                                       Page 11

Appendix                                                         Page 12 – 15




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Chester Lau, Elliot Seetner
                                                                          QMAC 2012 Challenge


The Key Issues at Hand
After a thorough analysis of the case and the provided appendices, the following key issues were
identified for The Body Shop (TBS) to address going forward. The key issues are as follows, and are listed
in order of priority:

       Incoherent brand message has begun to confuse current and potential customers
       Brand relevance has deteriorated among target consumers
       Perceived lack of product assortment among target consumers
       Sales promotion tactics focused on short-term profits have become detrimental to TBS’s brand
       An emotionally disconnected website has had difficulty in gaining ecommerce traction

Though all of the above issues should be addressed going forward, we believe that the first two are of
paramount importance; therefore, we have chosen to specifically focus on those two issues within this
marketing proposal. Ultimately, through our recommended marketing initiatives, TBS will be able to
reposition themselves competitively to drive new business from the target consumer. In the following
table, you will find a detailed rationale along with key justifications for choosing the two issues
addressed in this report.

    Issue                                       Rationale and Justification
Incoherent        Currently, TBS has very strong imagery and statements on its core values both in
    brand          stores and online. However, as the brand tried to communicate these values on too
message has        many of its products, TBS’s brand story became convoluted, and this began to
  begun to         confuse consumers in an over-crowded in-store experience. This cluttered brand
   confuse         message in stores has also translated to an overly saturated website that does not
current and        effectively communicate TBS’s brand message.
  potential       The disconnect between TBS’s values and the consumers’ perception of TBS is best
 customers         illustrated on slide 10 of the first appendix given with the case. This depicts that the
                   consumers perceive TBS as a brand that is mostly representative of gift giving, and
                   not of the values they truly stand for: protecting the environment, promoting self-
                   esteem, etc.
                  Aside from the miscommunicated brand values, TBS acquired a strong discount and
                   sales promotion strategy as a regular marketing tactic to compete head on with
                   Bath and Body Works (BBW). As discounting became a key commodity in thrusting
                   TBS’s sales going forward, the brand image of TBS began to erode, and over the
                   long term, in-store traffic and average transaction value continued to diminish.

    Brand         Currently, TBS brand enjoys 98% brand awareness from Canadian consumers at
Relevance has      large; however, consumers have begun to defect from the brand in recent years.
Deteriorated       The insight from this is that TBS has had difficulty in translating brand awareness
  Amongst          into brand relevance by failing to proactively communicate and interact with its
    Target         consumers in a meaningful way.
 Consumers        A key quote that summarizes this key issue is found on slide 55 of “A Journey
                   Towards Understanding the Canadian TBS Customers”:

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Chester Lau, Elliot Seetner
                                                                          QMAC 2012 Challenge

                             o    “I still have positive perceptions of TBS but there is nothing to keep me
                                  engaged or interested anymore.”
                   Furthermore, slide 59 of the same presentation states that “28% of current Body
                    Shop customers in Canada are unsure how or if the brand has evolved, and 19% do
                    not think the brand has evolved during the 00s”.
                   In addition, slide 64 highlights that 65% of current TBS customers believe that the
                    brand is trendy, versus only 46% of lapsed customers. The inherent insight in this
                    statistic is that consumers are very fickle. TBS needs to capture the constant
                    attention of their customers if they wish to increase both their brand visibility and
                    relevance.


The Overarching Objective: What Needs to be Accomplished
TBS currently has several objectives that need to be accomplished within the timeframe of six months;
however, our marketing campaign focuses on a specific objective that, if met, will provide the necessary
support to ultimately drive the other objectives TBS wants to achieve.

Primary Objective Going Forward

The primary objective TBS must meet in the six month timeline is twofold. TBS must re-communicate its
lost values to the target market since these values have been miscommunicated and have become
convoluted over the past few years. Furthermore, after these values have been communicated
effectively and clearly to the target market, TBS must reinvigorate its brand to reposition itself as a
relevant and emotionally connected brand to its current and potential customers.

The Effects of Achieving the Primary Objective

Ultimately, once the primary objective has been achieved, this will provide the necessary brand platform
TBS needs to drive its target market to perceive TBS as a fun place to shop, to think of TBS as a “cool”
brand, and to ultimately re-engage and drive curiosity in TBS’s product lines. Please view Exhibit 1 in the
appendix to view a graphic depiction of how achieving these objectives will drive performance for TBS.


The Brand Plan: Revitalizing The Body Shop
Overview of the Rebranding Plan and its Various Components

TBS has always stood for its various values: activating self-esteem in women, protecting the
environment, being against animal testing, protecting human rights, and promoting community fair
trade. The issue, however, is that these values have not been communicated clearly to the target market,
and the communication has also not been visible. Our campaign will focus on re-communicating these
core values clearly and effectively over a six month timeframe in a visible way so TBS can revitalize its
brand in the minds of consumers.



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Chester Lau, Elliot Seetner
                                                                          QMAC 2012 Challenge

Re-Communicating: Love Your Body. Love Your Community.

Our marketing campaign will begin immediately at the beginning of July with the launch of TBS’s new
campaign: Love Your Body. Love Your Community (LYBLYC). This campaign will be focused on re-
communicating TBS’s brand values to customers through a series of contests held over a five month
period. Each month will focus on a specific value TBS wishes to communicate. For example, the month
of July will choose to focus specifically on the value of activating self-esteem among women. TBS will
then host an online contest where participants can post either past community initiatives they have
participated in, or an idea for a new initiative that they wish to gain funding for. The initiative must
coincide with the value TBS is promoting at the time – for example, an initiative to protect human rights
must be posted during the month that TBS is also highlighting that specific core value. Consumers can
then vote online for whichever ideas they think deserve TBS’s funding. At the end of the month, TBS will
announce the winner and donate $10,000 towards their initiative. Furthermore, TBS will profile the
winner at the store, and online through their website and social media channels such as Facebook. This
is simply a general overview of the LYBLYC campaign; a more detailed explanation of this campaign can
be found in the marketing levers section on pages 7-9.

Reinvigorating: Lips for Love

The LYBLYC campaign will end in the middle of November, leaving time for a final marketing campaign to
end 2012. After the first campaign, TBS will have achieved its objective of communicating the brand’s
core values in a clearer manner to its target market. With a more coherent brand message, TBS will now
be positioned for a campaign that drives attention and relevance in the lives of its consumers. Over the
course of the first five months, TBS will have focused on reaffirming the alignment of their core values
with the core values of its customers. Now, it is time for TBS to reinvigorate its brand, and ultimately
show consumers what it can do for them and the greater community. Thus begins the launch of the Lips
for Love campaign.

This campaign will serve to reinstate TBS’s brand presence in the minds of consumers, and help to drive
magnetism towards the brand for current, lapsed, and potential customers. Lips for Love will also
reinforce the fact that TBS believes business can be a force for positive change, and that a company can
still be profit driven while contributing to the local and global community. Starting mid-November, TBS
will launch its Lips for Love campaign by giving away one free lipstick to all of its new Love Your Body
loyalty cardholders. The lipstick will be a vibrant fire-engine red color to attract the attention that is
necessary for this campaign to unfold. LYB members will then be notified that if they enter any of TBS
stores wearing the lipstick, they will be awarded 20% off their entire purchase. LYB members are initially
targeted for the campaign because they are already loyal customers of TBS, and they are the perfect
customers to begin the viral Christmas trend of wearing TBS’s fire engine red lipstick.

Once LYB members are brought into the store, they will be made aware of the primary focus of the
campaign: the donation of makeup gift baskets to families in need. Every week, TBS will document
through various mediums how many gift baskets are being given away to these families. Ultimately, this
campaign will also gain the attention of local media outlets for additional promotion. The Lips for Love

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                                                                            QMAC 2012 Challenge

campaign will have additional marketing activities that TBS will leverage, but please refer to the
marketing levers section for these additional details on pages 9-10.

TBS is a company of traditions. They were the first retailer to speak out on self-esteem issues, and the
one to pioneer the practice of community fair trade. December 2012 will be the perfect opportunity for
TBS to launch its new tradition, the Lips for Love campaign. It will be known as a time for people to come
together and bring awareness to the act of gift giving to people in need at a time when generosity
should be valued and promoted. This campaign is not a one-time event; rather, it will grow and become
a cultural icon rivaling that of Movember. Ultimately, Lips for Love will provide the necessary impact on
customers to no longer think of TBS as an unsophisticated brand that has not grown with them, but as
an innovator and community leader that has always promoted the values it stood for. Through Lips for
Love, TBS will continue to show its traditions in unique and meaningful ways that transcend the
boundaries of time.

Connecting to the Target Market; Driving New Business
The Main Insight: Connecting to the Target Market

The main target market of this case has been described as a female 19 year-old university student. She is
involved with her local community, and conscious of the world around her; therefore, she will want to
purchase from a brand that is also involved with their community, and has the same values as her.
Through the LYBLYC campaign, the target consumer will realize that the values of TBS are exactly aligned
with hers through the contests that are hosted each month. She will be aware of these contests as they
will be marketed on various media channels she frequents. To reiterate, the problem is not that TBS has
never stood for its values; it is that it has not communicated these values effectively to its target market.

Furthermore, the target market of TBS is very fickle, and for TBS to remain relevant in the target
market’s mindset, it must proactively attract and retain their attention. Lips for Love does this by being
an exciting campaign that re-invokes TBS as a company that starts new traditions for the greater good of
the community. Since the target customer is active in her community, she will feel excited to take part in
the movement TBS is initiating. Furthermore, Lips for Love aims to retain the attention of the target
market since the campaign is meant to last several years as a cultural tradition – helping to keep TBS as
a relevant brand for years to come.

Driving New Business: Love Your Body. Love Your Community.

The timing of LYBLYC will have each specific value-focused campaign timed to be one month long. The
timing of the campaign events are cadenced specifically to capitalize on the behavioral frequency in
which customers of TBS purchase their products. Slide 12 of one of the appendices given titled Price
optimization of TBS products in Canada has provided us with the necessary insight in making this
decision. On average, customers are purchasing items between eight to twelve times each year. This
means that they visit TBS once every one to two months. TBS needs to capitalize on the fact that
customers visit their store either monthly or bi-monthly, and by having their value-driven campaigns

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Chester Lau, Elliot Seetner
                                                                            QMAC 2012 Challenge

timed as recommended, this will create the sense that the stores are constantly changing. Ultimately,
having a constantly changing store dynamic will create curiosity among customers, and drive repeat
purchases at greater frequencies.

Furthermore, according to the appendix titled A Journey Towards Understanding the Canadian TBS
Customers, there were several insights that provided additional evidence for the strength of the LYBLYC
campaign. One of the latent brand drivers of TBS is being a provocative leader of the community. With
the LYBLYC campaign, TBS will reposition itself and be seen as a community leader through its funding
support of the fantastic community initiatives people are advocating for. Furthermore, a key in driving
purchases includes reinforcing the environmental and ethical aspects of the brand as these naturally fit
with the current customers’ own life priorities. The LYBLYC campaign achieves this in an effective
manner that emphasizes one specific value so the customer is not confused by an over-saturation of
messages. In addition, the LYBLYC focuses heavily on electronic touch points of the customer since one
of the main barriers of TBS brand is the accessibility of the stores. Online mediums will help bridge the
communication gap many targeted customers are facing, and increase communication and interaction
between them and TBS. Ultimately, this will not only drive online social activity between the customer
and TBS, but online sales through TBS’s ecommerce platform.

Driving New Business: Lips for Love

The success of the Lips for Love campaign will be directly related to the timing of the initiative since it is
slated to span the duration of the holiday season. The holiday season business is critically important in
Canada, with 12% of TBS’s overall business in premade gifts, and 60% of those premade gifts occurring
in the last four weeks of the year. Slide 63 of A Journey Towards Understanding the Canadian TBS
Customers provides evidence that gift giving is a key motivation for customers to buy at TBS.
Furthermore, occasions for gifts to be bought specifically from TBS by their loyal customers are at their
maximum during the Christmas season, with 54% of family gifts, and 49% of friend’s gifts purchased at
this time. The Lips for Love campaign will directly capitalize on the increased frequency of gift
purchasing during the Christmas season, and seek to further stimulate purchasing with the 20% discount
for wearing the promotional lipstick.

Furthermore, a unique aspect of the Lips for Love campaign is that it focuses on specifically driving sales
for makeup. With the community initiative aspect of the Lips for Love campaign (i.e. purchases of
makeup will spur donations made to families in need) TBS’s makeup products were specifically chosen
since they have never had enough visibility among consumers. The campaign focuses on specifically
driving makeup sales to shape it towards becoming TBS’s key differentiator against big competitors like
BBW. The campaign will increase awareness of the makeup line primarily through the red lipstick
adorned on the lips of consumers and TBS’s sales associates. Ultimately, this campaign will also
showcase that TBS is an evolving brand that continues to innovate its product line for its consumers.

This brings TBS to another key driver of sales from the Lips for Love campaign. According to the second
appendices provided in the case, one of the main brand barriers TBS currently faces is its lack of
storytelling. Lips for Love is an ideal way for TBS to start a new story of giving back to the community

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Chester Lau, Elliot Seetner
                                                                          QMAC 2012 Challenge

and empowering consumers to take part in the process. Consumers will not only feel more connected to
their communities and ultimately TBS, but it will also help break down a second barrier TBS faces:
visibility and the lack of word-of-mouth advertising. The campaign encourages visible advocacy of the
brand by having people walk around with their brightly colored red lips. TBS will no longer be just a
closet brand that is not talked about, seen, or heard, but a brand that is confidently expressed on the
faces of customers.

The Christmas of 2012 will be the start of the new Lips for Love tradition. Red lips will not only embody
TBS’s brand reinvention, but will also act as a symbol for consumer participation in a new cultural
movement. This movement will be entirely driven by consumers who want to help change the world,
and allow less fortunate women to highlight their beauty. Apathy will no longer be a word consumers
associate with TBS. In fact, TBS will be known as an innovator, and craftsmen of culture in the eyes of
consumers who see value in TBS’s vision of touching people’s lives every day.

The Marketing Levers of Love Your Body. Love Your Community.

Public Relations

To begin the five month period by publicizing the campaign, TBS should sponsor and attend the
MyCharityConnects1 Conference in Toronto. This conference has been held every year at the beginning
of June since 2009, and has seen attendees of over 200 charities and not-for-profits each year. The
conference is aimed at educating attendees about online and social media fundraising. Many of these
attendees will be interested in TBS values and the possibility to receive $10,000 for their own charity
program. By sponsoring the conference – perhaps sponsor a meal or other related event – and making a
short presentation, TBS will be communicating its interest in charity to the public and will likely
stimulate participation in the LYBLYC contests. No other specific public relations activities are
recommended; however, we expect much of our campaigns to produce other related public relations
awareness through the media attention garnered over the six month period.

Social Media

Our recommendations for social media include the integration of Facebook, Twitter and YouTube. The
goal is to leverage the unique value of each medium to support the actual campaign and create a
dynamic experience for customers.

The primary task of TBS’s Canadian Facebook page is to promote awareness of the given month's value.
TBS can do this by posting news articles relating to the issue, posting videos (originally posted to
YouTube) of TBS's history of activities relating to the issue, and posting information about certain
products that TBS sells that specifically relate to the issue. For example, in month five, which will focus
on community fair trade, TBS can post the story of trading shea butter with women in Ghana.


1
 "MyCharityConnects 2012." My Charity Connects. CanadaHelps.org. Web. Nov. 2011.
<http://mycharityconnects.org/2012conference>.

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Chester Lau, Elliot Seetner
                                                                          QMAC 2012 Challenge

Additionally, TBS should post messages publicizing and explaining the contest of the month with a link to
the contest page. We recommend this contest page to be part of thebodyshop.ca website to avoid too
much information being displayed on the Facebook page.

In terms of YouTube, we recommend that TBS Canada launches its own YouTube channel. This channel
will be needed for the posting of videos relating to the company's historical participation in the month's
value that is being promoted. For example, for focusing on animal testing in month three, TBS can
release a video outlining the 'Lifetime Achievement Award' that the company received from the RSPCA
in the UK in 2009. These videos will solidify the brand's image as an ethical beauty retailer and hopefully
inspire people to care about the cause and participate in the contest. The YouTube channel for TBS
Canada will also be helpful for future promotional videos TBS will need to have in proactively managing
their online presence with its customers. Furthermore, since TBS currently has a UK and US YouTube
channel, we feel it is necessary to create a Canadian one to support Canada-specific marketing.

The final social media recommendation is for TBS to use Twitter to tweet comments on proposal
submissions throughout the month. This will communicate how interested the company is in the charity
ideas the community is putting forth and further engage participants and viewers of the contest. These
tweets should be linked to the contest pages on both Facebook and TBS’s website, which should both
serve as the main platforms for much of the campaign.

In-Store Events / Promotions

To fully engage customers, it is important that the LYBLYC initiative is visible on all fronts. We consider
the in-store events and promotion to be one of the most important touch points with customers. If
effective, these tactics will directly influence store traffic and sales.

For storefront window displays, TBS will place large posters with a picture and tagline that reflect the
month's theme; each month this poster will change. For example, in month one, a picture of a woman
with the phrase "I love me" will express the cause of activating self-esteem in females (Please view
Exhibit 2 for a prototype of this poster).

Inside all stores, a floor-to-ceiling banner will be hung from the ceiling near the entrance. The banner
will include a rectangle for each of the five months, with a title on top of each (for example, on top of
rectangle one, there will be the title "Animal Testing"). At the end of each month, after TBS has granted
$10,000 to the winning proposal, the winner's photo will be added to the square relating to that month.
Next to the photo will be a brief biography and an explanation of their charity plan (Please view Exhibit 3
for a prototype banner). This will require a new banner to be printed each month, with the additional
winner. These banners will help publicize the campaign, glorify the winners, and bring the charity
contest experience into the stores.

To complete the in-store experience, all sales representatives must become very knowledgeable about
the month's issue and how TBS has been an active advocate in it. When dealing with customers, they
must be encouraged to communicate this knowledge. This will allow sales people to fully embody TBS's
values and foster a differentiated, positive association in the minds of customers.

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Chester Lau, Elliot Seetner
                                                                          QMAC 2012 Challenge

Community Advertising

To further publicize the campaign and specifically the contests each month, TBS should place posters in
community centres (such as the YMCA, churches, and university athletic centres). This marketing tactic
will substantiate the brand's image as a grassroots retailer and encourage more participation in
communities.


The Marketing Levers of Lips for Love
Advertising

While billboard advertising is not a typical marketing tactic of grassroots campaigns like the ones
outlined in this report, we believe it is vital in stimulating the mass popular involvement necessary for
Lips for Love. The Lips for Love billboards will be simple and arouse curiosity in viewers (Please view
Exhibit 4). These billboards will be placed in high-traffic areas in the metropolitan centres of Vancouver,
Calgary, Toronto, Ottawa, and Montreal. Their purpose is to drive awareness for the campaign and
intrigue viewers with the brand.

Digital Marketing

To further promote Lips for Love, we recommend TBS to alter their Canadian website landing page
during the campaign. Before entering the site, the entire window should fade to the same image as the
billboards. As the website has a wider reach than billboards, this altered landing page will effectively
increase awareness for the initiative.

Social Media

TBS will be donating gift baskets to The Salvation Army among other charities every week during this
campaign (more information on the donation process is under “in-store events/promotion"). At that
time, the company should film women receiving the makeup gift baskets and expressing their
excitement. These videos can be posted on TBS Canada's YouTube channel as well as the Facebook page
to allow customers to actually see the tangible results of the initiative.

In-Store Events / Promotion

Once again, we find it vital that the entire marketing campaign is brought together in the stores of TBS
across Canada. To communicate the transition from the LYBLYC campaign to Lips for Love, all 116 stores
across Canada must replace the pictures in their storefront windows. The new pictures will be the same
idea as the billboard image described previously. The reasoning for this consistency is to provide a clear
and concise image for consumers during a time of rampant Christmas advertising. The simple and
provocative image of TBS’s Lips for Love campaign will help to differentiate the brand during the holiday
season.



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                                                                            QMAC 2012 Challenge

The actual makeup donation process will be highlighted in the stores. For every $75 of makeup product
sales, TBS will donate one gift basket to organizations like The Salvation Army. It is important to note
that we recommend this $75 amount to be cumulative among all sales; this way, there is no pressure
placed on customers to individually spend that amount. However, the fact that customers’ makeup
purchases will contribute to the donations will act as an incentive to drive sales. Furthermore, to exhibit
to customers the number of gift baskets donated, we suggest setting up a large chalkboard behind the
cashiers in each store. At the end of each business day, the store manager will update the total number
of makeup gift baskets to be donated by TBS. These chalkboards will add to the dynamic store
experience and communicate the pride the company has in the initiative.

The next in-store recommendation and all the recommendations following are aimed at fostering
community support for TBS's donations via the wearing of fire-engine red lipstick. Similar to poppies
worn before and during Remembrance Day and moustaches grown during Movember, bright red lipstick
is a way for the public to express their approval and respect for the Lips for Love initiative. Most
importantly, it is a reason to get excited about the brand in an unconventional way that is trendy. We
recommend a number of tactics to stimulate participation in this December lipstick practice.

First, all female sales representatives in all stores across Canada must wear the fire-engine red lipstick.
As the majority of these workers are in the same demographic as TBS's target market, this is a proactive
way to encourage other women to participate. Next, TBS will launch a Lips for Love discount for all
women who walk into stores wearing the lipstick. This discount will be 20% off their entire purchase and
is a stronger way of motivating the public to become involved in the movement and to visit the stores.

Customer Relationship Management

To increase loyalty program members and to further trigger participation in Lips for Love, we
recommend complimentary fire-engine red lipstick given to new members during the campaign period.
This will act as an incentive to join the Love Your Body loyalty program and to wear the lipstick. The
package of this lipstick will have an explanation of the initiative.

Finally, TBS should randomly send representatives to walk around high-traffic areas in the five
metropolitan Canadian cities mentioned before throughout the campaign period. An example would be
Dundas Square in Toronto, or Robson Street in Vancouver. These representatives will spot random
individuals wearing fire-engine red lipstick in public and give them a $10 gift card to TBS. This part of the
campaign will be known as “Spotting Lips for Love” and will be promoted through the social media
mediums previously mentioned. This tactic will further encourage public involvement, generate even
more brand excitement, and likely attract media attention.




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                                                                        QMAC 2012 Challenge


Implementation and Financial Analysis
Love Your Body. Love Your Community.

The LYBLYC campaign will be initiated on the first day of July 2012, and will last until November 16th.
Each new value and each new contest will be initiated on the first day of each month, lasting for the
duration of the month. This will make it easy for customers to keep track of the campaign. However, the
fifth month, promoting community fair trade, must be shortened to just over two weeks. This is to leave
room for our second campaign which relates to the winter holiday season (Please view Exhibit 5 for a
Gantt chart outlining our implementation).

We expect a total cost of $243,000 for this campaign, with the most significant expense being the
storefront window displays (Please view Exhibit 6 for a detailed budget).

Lips for Love

The Lips for Love campaign will begin on the weekend of November 17th, 2012 and last until the end of
Christmas. Donations will be given to charitable organizations every week based on the week's makeup
sales across Canada. Chalkboards in stores will post a total amount of gift baskets given in addition to
gift baskets planned to be given each week (Please view Exhibit 5 for a Gantt chart).

We expect a total cost of $730,700 for this campaign, with the largest expenses being the billboard
advertisements, and lipsticks given away to new loyalty card members (Please view Exhibit 6 for a
detailed budget).


Revitalizing The Body Shop
Our proposed plan will help transform The Body Shop into a coherent and relevant brand. By promoting
the company's core values and engaging the public in charitable acts, the brand will once again be
differentiated as the number one ethical and natural beauty retailer. Together, the LYBLYC and the Lips
for Love campaigns will drive the target market to feel connected to the brand, be intrigued by the
brand, and perceive the brand as an active ambassador for social change.

                 We want The Body Shop to continue to touch people's lives every day.




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Chester Lau, Elliot Seetner
                                                                        QMAC 2012 Challenge


Appendix
Exhibit 1: Driving the Goals of TBS


                 • Re-communicate TBS's lost values to the target market
                 • Reinvigorate TBS's brand in the minds of its current and potential
   Primary         customers to regain relevance
  Objective


             • Drive the target market to perce TBS stores as a trendy place to shop
             • Perceive TBS as a "cool" brand
 Provides a
 platform to
             • Re-engage and drive curiosity for TBS's various product lines


                 • Increase in-store and online traffic
                 • Increase brand awareness and mangnetism with the target market
  Ultimately,
   this will
                 • Increase social media activity between the brand and its customers




Exhibit 2: Storefront Poster of TBS Depicting the Self-Esteem Value of the Month




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                                                                     QMAC 2012 Challenge

Exhibit 3: Prototype Banner for TBS “Love Your Body. Love Your Community.” Campaign




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                                                 QMAC 2012 Challenge

Exhibit 4: Lips for Love Campaign Billboard




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                                                                                               QMAC 2012 Challenge

Exhibit 5: Implementation Plan

                                                                                      2012
                  Activity                     June         July        August     September      October     November     December
 Attend MyCharityConnects Conference
  Promote activation of self esteem in
women and run a charity contest for this
                  cause.
Promote protection of the environment
 and run a charity contest for this cause.
   Communicate opposition to animal
testing and run a charity contest for this
                  cause.
Promote protection of human rights and
   run a charity contest for this cause.
Promote community fair trade and run a
      charity contest for this cause.
       Run Lips for Love Campaign


Exhibit 6: Financial Breakdown of Marketing Initiatives

 Love Your Body. Love your Community.           Cost                                      Breakdown
        Conference Sponsorship                10,000.00
             Charity Grants                   50,000.00                              $10,000 for each month
                Banners                       67,000.00            $120 banner for 116 stores that have to be changed monthly
       Storefront Display Pictures           116,000.00            $200 photo for 116 stores that have to be changed monthly

                 Subtotal                    243,000.00

               Lips for Love
                 Billboards                  320,000.00                              $16,000 for 4 areas of 5 cities
         Complimentary Lipstick              240,000.00   $5 (lipstick at cost) for projected 48,000 new loyalty members (16% increase)
       Storefront Display Pictures            23,200.00                          $200 storefront poster for 116 stores
          Gift Basket Donations              140,000.00           $20 (makeup gift baskets at cost) for estimated 7,000 donations
           Gift Card Giveaways                7,500.00        $10 gift card for 25 random people a week in 5 major cities for 6 weeks

                 Subtotal                    730,700.00

                Total Plan                   973,700.00




                                                                                                                         15 | P a g e

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The Body Shop Marketing Campaign

  • 1. THE BODY SHOP QMAC 2012 Challenge Prepared by: Chester Lau, Elliot Seetner Queen’s University 11/25/2011
  • 2. Chester Lau, Elliot Seetner QMAC 2012 Challenge Table of Contents Key Issues at Hand Page 2 – 3 The Overarching Objective: What Needs to be Accomplished Page 3 The Brand Plan: Revitalizing The Body Shop Page 3 – 5 Connecting to the Target Market; Driving New Business Page 5 – 7 The Marketing Levers of Love Your Body. Love Your Community. Page 7 – 9 The Marketing Levers of Lips for Love Page 9 – 10 Implementation and Financial Analysis Page 11 Revitalizing The Body Shop Page 11 Appendix Page 12 – 15 1|Page
  • 3. Chester Lau, Elliot Seetner QMAC 2012 Challenge The Key Issues at Hand After a thorough analysis of the case and the provided appendices, the following key issues were identified for The Body Shop (TBS) to address going forward. The key issues are as follows, and are listed in order of priority:  Incoherent brand message has begun to confuse current and potential customers  Brand relevance has deteriorated among target consumers  Perceived lack of product assortment among target consumers  Sales promotion tactics focused on short-term profits have become detrimental to TBS’s brand  An emotionally disconnected website has had difficulty in gaining ecommerce traction Though all of the above issues should be addressed going forward, we believe that the first two are of paramount importance; therefore, we have chosen to specifically focus on those two issues within this marketing proposal. Ultimately, through our recommended marketing initiatives, TBS will be able to reposition themselves competitively to drive new business from the target consumer. In the following table, you will find a detailed rationale along with key justifications for choosing the two issues addressed in this report. Issue Rationale and Justification Incoherent  Currently, TBS has very strong imagery and statements on its core values both in brand stores and online. However, as the brand tried to communicate these values on too message has many of its products, TBS’s brand story became convoluted, and this began to begun to confuse consumers in an over-crowded in-store experience. This cluttered brand confuse message in stores has also translated to an overly saturated website that does not current and effectively communicate TBS’s brand message. potential  The disconnect between TBS’s values and the consumers’ perception of TBS is best customers illustrated on slide 10 of the first appendix given with the case. This depicts that the consumers perceive TBS as a brand that is mostly representative of gift giving, and not of the values they truly stand for: protecting the environment, promoting self- esteem, etc.  Aside from the miscommunicated brand values, TBS acquired a strong discount and sales promotion strategy as a regular marketing tactic to compete head on with Bath and Body Works (BBW). As discounting became a key commodity in thrusting TBS’s sales going forward, the brand image of TBS began to erode, and over the long term, in-store traffic and average transaction value continued to diminish. Brand  Currently, TBS brand enjoys 98% brand awareness from Canadian consumers at Relevance has large; however, consumers have begun to defect from the brand in recent years. Deteriorated The insight from this is that TBS has had difficulty in translating brand awareness Amongst into brand relevance by failing to proactively communicate and interact with its Target consumers in a meaningful way. Consumers  A key quote that summarizes this key issue is found on slide 55 of “A Journey Towards Understanding the Canadian TBS Customers”: 2|Page
  • 4. Chester Lau, Elliot Seetner QMAC 2012 Challenge o “I still have positive perceptions of TBS but there is nothing to keep me engaged or interested anymore.”  Furthermore, slide 59 of the same presentation states that “28% of current Body Shop customers in Canada are unsure how or if the brand has evolved, and 19% do not think the brand has evolved during the 00s”.  In addition, slide 64 highlights that 65% of current TBS customers believe that the brand is trendy, versus only 46% of lapsed customers. The inherent insight in this statistic is that consumers are very fickle. TBS needs to capture the constant attention of their customers if they wish to increase both their brand visibility and relevance. The Overarching Objective: What Needs to be Accomplished TBS currently has several objectives that need to be accomplished within the timeframe of six months; however, our marketing campaign focuses on a specific objective that, if met, will provide the necessary support to ultimately drive the other objectives TBS wants to achieve. Primary Objective Going Forward The primary objective TBS must meet in the six month timeline is twofold. TBS must re-communicate its lost values to the target market since these values have been miscommunicated and have become convoluted over the past few years. Furthermore, after these values have been communicated effectively and clearly to the target market, TBS must reinvigorate its brand to reposition itself as a relevant and emotionally connected brand to its current and potential customers. The Effects of Achieving the Primary Objective Ultimately, once the primary objective has been achieved, this will provide the necessary brand platform TBS needs to drive its target market to perceive TBS as a fun place to shop, to think of TBS as a “cool” brand, and to ultimately re-engage and drive curiosity in TBS’s product lines. Please view Exhibit 1 in the appendix to view a graphic depiction of how achieving these objectives will drive performance for TBS. The Brand Plan: Revitalizing The Body Shop Overview of the Rebranding Plan and its Various Components TBS has always stood for its various values: activating self-esteem in women, protecting the environment, being against animal testing, protecting human rights, and promoting community fair trade. The issue, however, is that these values have not been communicated clearly to the target market, and the communication has also not been visible. Our campaign will focus on re-communicating these core values clearly and effectively over a six month timeframe in a visible way so TBS can revitalize its brand in the minds of consumers. 3|Page
  • 5. Chester Lau, Elliot Seetner QMAC 2012 Challenge Re-Communicating: Love Your Body. Love Your Community. Our marketing campaign will begin immediately at the beginning of July with the launch of TBS’s new campaign: Love Your Body. Love Your Community (LYBLYC). This campaign will be focused on re- communicating TBS’s brand values to customers through a series of contests held over a five month period. Each month will focus on a specific value TBS wishes to communicate. For example, the month of July will choose to focus specifically on the value of activating self-esteem among women. TBS will then host an online contest where participants can post either past community initiatives they have participated in, or an idea for a new initiative that they wish to gain funding for. The initiative must coincide with the value TBS is promoting at the time – for example, an initiative to protect human rights must be posted during the month that TBS is also highlighting that specific core value. Consumers can then vote online for whichever ideas they think deserve TBS’s funding. At the end of the month, TBS will announce the winner and donate $10,000 towards their initiative. Furthermore, TBS will profile the winner at the store, and online through their website and social media channels such as Facebook. This is simply a general overview of the LYBLYC campaign; a more detailed explanation of this campaign can be found in the marketing levers section on pages 7-9. Reinvigorating: Lips for Love The LYBLYC campaign will end in the middle of November, leaving time for a final marketing campaign to end 2012. After the first campaign, TBS will have achieved its objective of communicating the brand’s core values in a clearer manner to its target market. With a more coherent brand message, TBS will now be positioned for a campaign that drives attention and relevance in the lives of its consumers. Over the course of the first five months, TBS will have focused on reaffirming the alignment of their core values with the core values of its customers. Now, it is time for TBS to reinvigorate its brand, and ultimately show consumers what it can do for them and the greater community. Thus begins the launch of the Lips for Love campaign. This campaign will serve to reinstate TBS’s brand presence in the minds of consumers, and help to drive magnetism towards the brand for current, lapsed, and potential customers. Lips for Love will also reinforce the fact that TBS believes business can be a force for positive change, and that a company can still be profit driven while contributing to the local and global community. Starting mid-November, TBS will launch its Lips for Love campaign by giving away one free lipstick to all of its new Love Your Body loyalty cardholders. The lipstick will be a vibrant fire-engine red color to attract the attention that is necessary for this campaign to unfold. LYB members will then be notified that if they enter any of TBS stores wearing the lipstick, they will be awarded 20% off their entire purchase. LYB members are initially targeted for the campaign because they are already loyal customers of TBS, and they are the perfect customers to begin the viral Christmas trend of wearing TBS’s fire engine red lipstick. Once LYB members are brought into the store, they will be made aware of the primary focus of the campaign: the donation of makeup gift baskets to families in need. Every week, TBS will document through various mediums how many gift baskets are being given away to these families. Ultimately, this campaign will also gain the attention of local media outlets for additional promotion. The Lips for Love 4|Page
  • 6. Chester Lau, Elliot Seetner QMAC 2012 Challenge campaign will have additional marketing activities that TBS will leverage, but please refer to the marketing levers section for these additional details on pages 9-10. TBS is a company of traditions. They were the first retailer to speak out on self-esteem issues, and the one to pioneer the practice of community fair trade. December 2012 will be the perfect opportunity for TBS to launch its new tradition, the Lips for Love campaign. It will be known as a time for people to come together and bring awareness to the act of gift giving to people in need at a time when generosity should be valued and promoted. This campaign is not a one-time event; rather, it will grow and become a cultural icon rivaling that of Movember. Ultimately, Lips for Love will provide the necessary impact on customers to no longer think of TBS as an unsophisticated brand that has not grown with them, but as an innovator and community leader that has always promoted the values it stood for. Through Lips for Love, TBS will continue to show its traditions in unique and meaningful ways that transcend the boundaries of time. Connecting to the Target Market; Driving New Business The Main Insight: Connecting to the Target Market The main target market of this case has been described as a female 19 year-old university student. She is involved with her local community, and conscious of the world around her; therefore, she will want to purchase from a brand that is also involved with their community, and has the same values as her. Through the LYBLYC campaign, the target consumer will realize that the values of TBS are exactly aligned with hers through the contests that are hosted each month. She will be aware of these contests as they will be marketed on various media channels she frequents. To reiterate, the problem is not that TBS has never stood for its values; it is that it has not communicated these values effectively to its target market. Furthermore, the target market of TBS is very fickle, and for TBS to remain relevant in the target market’s mindset, it must proactively attract and retain their attention. Lips for Love does this by being an exciting campaign that re-invokes TBS as a company that starts new traditions for the greater good of the community. Since the target customer is active in her community, she will feel excited to take part in the movement TBS is initiating. Furthermore, Lips for Love aims to retain the attention of the target market since the campaign is meant to last several years as a cultural tradition – helping to keep TBS as a relevant brand for years to come. Driving New Business: Love Your Body. Love Your Community. The timing of LYBLYC will have each specific value-focused campaign timed to be one month long. The timing of the campaign events are cadenced specifically to capitalize on the behavioral frequency in which customers of TBS purchase their products. Slide 12 of one of the appendices given titled Price optimization of TBS products in Canada has provided us with the necessary insight in making this decision. On average, customers are purchasing items between eight to twelve times each year. This means that they visit TBS once every one to two months. TBS needs to capitalize on the fact that customers visit their store either monthly or bi-monthly, and by having their value-driven campaigns 5|Page
  • 7. Chester Lau, Elliot Seetner QMAC 2012 Challenge timed as recommended, this will create the sense that the stores are constantly changing. Ultimately, having a constantly changing store dynamic will create curiosity among customers, and drive repeat purchases at greater frequencies. Furthermore, according to the appendix titled A Journey Towards Understanding the Canadian TBS Customers, there were several insights that provided additional evidence for the strength of the LYBLYC campaign. One of the latent brand drivers of TBS is being a provocative leader of the community. With the LYBLYC campaign, TBS will reposition itself and be seen as a community leader through its funding support of the fantastic community initiatives people are advocating for. Furthermore, a key in driving purchases includes reinforcing the environmental and ethical aspects of the brand as these naturally fit with the current customers’ own life priorities. The LYBLYC campaign achieves this in an effective manner that emphasizes one specific value so the customer is not confused by an over-saturation of messages. In addition, the LYBLYC focuses heavily on electronic touch points of the customer since one of the main barriers of TBS brand is the accessibility of the stores. Online mediums will help bridge the communication gap many targeted customers are facing, and increase communication and interaction between them and TBS. Ultimately, this will not only drive online social activity between the customer and TBS, but online sales through TBS’s ecommerce platform. Driving New Business: Lips for Love The success of the Lips for Love campaign will be directly related to the timing of the initiative since it is slated to span the duration of the holiday season. The holiday season business is critically important in Canada, with 12% of TBS’s overall business in premade gifts, and 60% of those premade gifts occurring in the last four weeks of the year. Slide 63 of A Journey Towards Understanding the Canadian TBS Customers provides evidence that gift giving is a key motivation for customers to buy at TBS. Furthermore, occasions for gifts to be bought specifically from TBS by their loyal customers are at their maximum during the Christmas season, with 54% of family gifts, and 49% of friend’s gifts purchased at this time. The Lips for Love campaign will directly capitalize on the increased frequency of gift purchasing during the Christmas season, and seek to further stimulate purchasing with the 20% discount for wearing the promotional lipstick. Furthermore, a unique aspect of the Lips for Love campaign is that it focuses on specifically driving sales for makeup. With the community initiative aspect of the Lips for Love campaign (i.e. purchases of makeup will spur donations made to families in need) TBS’s makeup products were specifically chosen since they have never had enough visibility among consumers. The campaign focuses on specifically driving makeup sales to shape it towards becoming TBS’s key differentiator against big competitors like BBW. The campaign will increase awareness of the makeup line primarily through the red lipstick adorned on the lips of consumers and TBS’s sales associates. Ultimately, this campaign will also showcase that TBS is an evolving brand that continues to innovate its product line for its consumers. This brings TBS to another key driver of sales from the Lips for Love campaign. According to the second appendices provided in the case, one of the main brand barriers TBS currently faces is its lack of storytelling. Lips for Love is an ideal way for TBS to start a new story of giving back to the community 6|Page
  • 8. Chester Lau, Elliot Seetner QMAC 2012 Challenge and empowering consumers to take part in the process. Consumers will not only feel more connected to their communities and ultimately TBS, but it will also help break down a second barrier TBS faces: visibility and the lack of word-of-mouth advertising. The campaign encourages visible advocacy of the brand by having people walk around with their brightly colored red lips. TBS will no longer be just a closet brand that is not talked about, seen, or heard, but a brand that is confidently expressed on the faces of customers. The Christmas of 2012 will be the start of the new Lips for Love tradition. Red lips will not only embody TBS’s brand reinvention, but will also act as a symbol for consumer participation in a new cultural movement. This movement will be entirely driven by consumers who want to help change the world, and allow less fortunate women to highlight their beauty. Apathy will no longer be a word consumers associate with TBS. In fact, TBS will be known as an innovator, and craftsmen of culture in the eyes of consumers who see value in TBS’s vision of touching people’s lives every day. The Marketing Levers of Love Your Body. Love Your Community. Public Relations To begin the five month period by publicizing the campaign, TBS should sponsor and attend the MyCharityConnects1 Conference in Toronto. This conference has been held every year at the beginning of June since 2009, and has seen attendees of over 200 charities and not-for-profits each year. The conference is aimed at educating attendees about online and social media fundraising. Many of these attendees will be interested in TBS values and the possibility to receive $10,000 for their own charity program. By sponsoring the conference – perhaps sponsor a meal or other related event – and making a short presentation, TBS will be communicating its interest in charity to the public and will likely stimulate participation in the LYBLYC contests. No other specific public relations activities are recommended; however, we expect much of our campaigns to produce other related public relations awareness through the media attention garnered over the six month period. Social Media Our recommendations for social media include the integration of Facebook, Twitter and YouTube. The goal is to leverage the unique value of each medium to support the actual campaign and create a dynamic experience for customers. The primary task of TBS’s Canadian Facebook page is to promote awareness of the given month's value. TBS can do this by posting news articles relating to the issue, posting videos (originally posted to YouTube) of TBS's history of activities relating to the issue, and posting information about certain products that TBS sells that specifically relate to the issue. For example, in month five, which will focus on community fair trade, TBS can post the story of trading shea butter with women in Ghana. 1 "MyCharityConnects 2012." My Charity Connects. CanadaHelps.org. Web. Nov. 2011. <http://mycharityconnects.org/2012conference>. 7|Page
  • 9. Chester Lau, Elliot Seetner QMAC 2012 Challenge Additionally, TBS should post messages publicizing and explaining the contest of the month with a link to the contest page. We recommend this contest page to be part of thebodyshop.ca website to avoid too much information being displayed on the Facebook page. In terms of YouTube, we recommend that TBS Canada launches its own YouTube channel. This channel will be needed for the posting of videos relating to the company's historical participation in the month's value that is being promoted. For example, for focusing on animal testing in month three, TBS can release a video outlining the 'Lifetime Achievement Award' that the company received from the RSPCA in the UK in 2009. These videos will solidify the brand's image as an ethical beauty retailer and hopefully inspire people to care about the cause and participate in the contest. The YouTube channel for TBS Canada will also be helpful for future promotional videos TBS will need to have in proactively managing their online presence with its customers. Furthermore, since TBS currently has a UK and US YouTube channel, we feel it is necessary to create a Canadian one to support Canada-specific marketing. The final social media recommendation is for TBS to use Twitter to tweet comments on proposal submissions throughout the month. This will communicate how interested the company is in the charity ideas the community is putting forth and further engage participants and viewers of the contest. These tweets should be linked to the contest pages on both Facebook and TBS’s website, which should both serve as the main platforms for much of the campaign. In-Store Events / Promotions To fully engage customers, it is important that the LYBLYC initiative is visible on all fronts. We consider the in-store events and promotion to be one of the most important touch points with customers. If effective, these tactics will directly influence store traffic and sales. For storefront window displays, TBS will place large posters with a picture and tagline that reflect the month's theme; each month this poster will change. For example, in month one, a picture of a woman with the phrase "I love me" will express the cause of activating self-esteem in females (Please view Exhibit 2 for a prototype of this poster). Inside all stores, a floor-to-ceiling banner will be hung from the ceiling near the entrance. The banner will include a rectangle for each of the five months, with a title on top of each (for example, on top of rectangle one, there will be the title "Animal Testing"). At the end of each month, after TBS has granted $10,000 to the winning proposal, the winner's photo will be added to the square relating to that month. Next to the photo will be a brief biography and an explanation of their charity plan (Please view Exhibit 3 for a prototype banner). This will require a new banner to be printed each month, with the additional winner. These banners will help publicize the campaign, glorify the winners, and bring the charity contest experience into the stores. To complete the in-store experience, all sales representatives must become very knowledgeable about the month's issue and how TBS has been an active advocate in it. When dealing with customers, they must be encouraged to communicate this knowledge. This will allow sales people to fully embody TBS's values and foster a differentiated, positive association in the minds of customers. 8|Page
  • 10. Chester Lau, Elliot Seetner QMAC 2012 Challenge Community Advertising To further publicize the campaign and specifically the contests each month, TBS should place posters in community centres (such as the YMCA, churches, and university athletic centres). This marketing tactic will substantiate the brand's image as a grassroots retailer and encourage more participation in communities. The Marketing Levers of Lips for Love Advertising While billboard advertising is not a typical marketing tactic of grassroots campaigns like the ones outlined in this report, we believe it is vital in stimulating the mass popular involvement necessary for Lips for Love. The Lips for Love billboards will be simple and arouse curiosity in viewers (Please view Exhibit 4). These billboards will be placed in high-traffic areas in the metropolitan centres of Vancouver, Calgary, Toronto, Ottawa, and Montreal. Their purpose is to drive awareness for the campaign and intrigue viewers with the brand. Digital Marketing To further promote Lips for Love, we recommend TBS to alter their Canadian website landing page during the campaign. Before entering the site, the entire window should fade to the same image as the billboards. As the website has a wider reach than billboards, this altered landing page will effectively increase awareness for the initiative. Social Media TBS will be donating gift baskets to The Salvation Army among other charities every week during this campaign (more information on the donation process is under “in-store events/promotion"). At that time, the company should film women receiving the makeup gift baskets and expressing their excitement. These videos can be posted on TBS Canada's YouTube channel as well as the Facebook page to allow customers to actually see the tangible results of the initiative. In-Store Events / Promotion Once again, we find it vital that the entire marketing campaign is brought together in the stores of TBS across Canada. To communicate the transition from the LYBLYC campaign to Lips for Love, all 116 stores across Canada must replace the pictures in their storefront windows. The new pictures will be the same idea as the billboard image described previously. The reasoning for this consistency is to provide a clear and concise image for consumers during a time of rampant Christmas advertising. The simple and provocative image of TBS’s Lips for Love campaign will help to differentiate the brand during the holiday season. 9|Page
  • 11. Chester Lau, Elliot Seetner QMAC 2012 Challenge The actual makeup donation process will be highlighted in the stores. For every $75 of makeup product sales, TBS will donate one gift basket to organizations like The Salvation Army. It is important to note that we recommend this $75 amount to be cumulative among all sales; this way, there is no pressure placed on customers to individually spend that amount. However, the fact that customers’ makeup purchases will contribute to the donations will act as an incentive to drive sales. Furthermore, to exhibit to customers the number of gift baskets donated, we suggest setting up a large chalkboard behind the cashiers in each store. At the end of each business day, the store manager will update the total number of makeup gift baskets to be donated by TBS. These chalkboards will add to the dynamic store experience and communicate the pride the company has in the initiative. The next in-store recommendation and all the recommendations following are aimed at fostering community support for TBS's donations via the wearing of fire-engine red lipstick. Similar to poppies worn before and during Remembrance Day and moustaches grown during Movember, bright red lipstick is a way for the public to express their approval and respect for the Lips for Love initiative. Most importantly, it is a reason to get excited about the brand in an unconventional way that is trendy. We recommend a number of tactics to stimulate participation in this December lipstick practice. First, all female sales representatives in all stores across Canada must wear the fire-engine red lipstick. As the majority of these workers are in the same demographic as TBS's target market, this is a proactive way to encourage other women to participate. Next, TBS will launch a Lips for Love discount for all women who walk into stores wearing the lipstick. This discount will be 20% off their entire purchase and is a stronger way of motivating the public to become involved in the movement and to visit the stores. Customer Relationship Management To increase loyalty program members and to further trigger participation in Lips for Love, we recommend complimentary fire-engine red lipstick given to new members during the campaign period. This will act as an incentive to join the Love Your Body loyalty program and to wear the lipstick. The package of this lipstick will have an explanation of the initiative. Finally, TBS should randomly send representatives to walk around high-traffic areas in the five metropolitan Canadian cities mentioned before throughout the campaign period. An example would be Dundas Square in Toronto, or Robson Street in Vancouver. These representatives will spot random individuals wearing fire-engine red lipstick in public and give them a $10 gift card to TBS. This part of the campaign will be known as “Spotting Lips for Love” and will be promoted through the social media mediums previously mentioned. This tactic will further encourage public involvement, generate even more brand excitement, and likely attract media attention. 10 | P a g e
  • 12. Chester Lau, Elliot Seetner QMAC 2012 Challenge Implementation and Financial Analysis Love Your Body. Love Your Community. The LYBLYC campaign will be initiated on the first day of July 2012, and will last until November 16th. Each new value and each new contest will be initiated on the first day of each month, lasting for the duration of the month. This will make it easy for customers to keep track of the campaign. However, the fifth month, promoting community fair trade, must be shortened to just over two weeks. This is to leave room for our second campaign which relates to the winter holiday season (Please view Exhibit 5 for a Gantt chart outlining our implementation). We expect a total cost of $243,000 for this campaign, with the most significant expense being the storefront window displays (Please view Exhibit 6 for a detailed budget). Lips for Love The Lips for Love campaign will begin on the weekend of November 17th, 2012 and last until the end of Christmas. Donations will be given to charitable organizations every week based on the week's makeup sales across Canada. Chalkboards in stores will post a total amount of gift baskets given in addition to gift baskets planned to be given each week (Please view Exhibit 5 for a Gantt chart). We expect a total cost of $730,700 for this campaign, with the largest expenses being the billboard advertisements, and lipsticks given away to new loyalty card members (Please view Exhibit 6 for a detailed budget). Revitalizing The Body Shop Our proposed plan will help transform The Body Shop into a coherent and relevant brand. By promoting the company's core values and engaging the public in charitable acts, the brand will once again be differentiated as the number one ethical and natural beauty retailer. Together, the LYBLYC and the Lips for Love campaigns will drive the target market to feel connected to the brand, be intrigued by the brand, and perceive the brand as an active ambassador for social change. We want The Body Shop to continue to touch people's lives every day. 11 | P a g e
  • 13. Chester Lau, Elliot Seetner QMAC 2012 Challenge Appendix Exhibit 1: Driving the Goals of TBS • Re-communicate TBS's lost values to the target market • Reinvigorate TBS's brand in the minds of its current and potential Primary customers to regain relevance Objective • Drive the target market to perce TBS stores as a trendy place to shop • Perceive TBS as a "cool" brand Provides a platform to • Re-engage and drive curiosity for TBS's various product lines • Increase in-store and online traffic • Increase brand awareness and mangnetism with the target market Ultimately, this will • Increase social media activity between the brand and its customers Exhibit 2: Storefront Poster of TBS Depicting the Self-Esteem Value of the Month 12 | P a g e
  • 14. Chester Lau, Elliot Seetner QMAC 2012 Challenge Exhibit 3: Prototype Banner for TBS “Love Your Body. Love Your Community.” Campaign 13 | P a g e
  • 15. Chester Lau, Elliot Seetner QMAC 2012 Challenge Exhibit 4: Lips for Love Campaign Billboard 14 | P a g e
  • 16. Chester Lau, Elliot Seetner QMAC 2012 Challenge Exhibit 5: Implementation Plan 2012 Activity June July August September October November December Attend MyCharityConnects Conference Promote activation of self esteem in women and run a charity contest for this cause. Promote protection of the environment and run a charity contest for this cause. Communicate opposition to animal testing and run a charity contest for this cause. Promote protection of human rights and run a charity contest for this cause. Promote community fair trade and run a charity contest for this cause. Run Lips for Love Campaign Exhibit 6: Financial Breakdown of Marketing Initiatives Love Your Body. Love your Community. Cost Breakdown Conference Sponsorship 10,000.00 Charity Grants 50,000.00 $10,000 for each month Banners 67,000.00 $120 banner for 116 stores that have to be changed monthly Storefront Display Pictures 116,000.00 $200 photo for 116 stores that have to be changed monthly Subtotal 243,000.00 Lips for Love Billboards 320,000.00 $16,000 for 4 areas of 5 cities Complimentary Lipstick 240,000.00 $5 (lipstick at cost) for projected 48,000 new loyalty members (16% increase) Storefront Display Pictures 23,200.00 $200 storefront poster for 116 stores Gift Basket Donations 140,000.00 $20 (makeup gift baskets at cost) for estimated 7,000 donations Gift Card Giveaways 7,500.00 $10 gift card for 25 random people a week in 5 major cities for 6 weeks Subtotal 730,700.00 Total Plan 973,700.00 15 | P a g e