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Services Marketing

Chapter 7:
Promoting Services
and Educating
Customers

Slide © 2010 by Lovelock & Wirtz

Services Mark...
Overview of Chapter 7
Services Marketing

 Role of Marketing Communications

 Challenges of Services Communications
 Ma...
Services Marketing

Role of Marketing
Communications

Slide © 2010 by Lovelock & Wirtz

Services Marketing 7/e

Chapter 7 ...
Specific Roles of Marketing
Communications

Services Marketing

 Position and differentiate service
 Help customer evalu...
Help Customers to Evaluate
Service Offerings

Services Marketing

 Customers may have difficulty distinguishing one firm ...
Promote Contributions of
Service Personnel

Services Marketing

 Frontline personnel are central to service delivery in h...
Facilitate Customer Involvement
in Production

Services Marketing

 Customers are actively involved in service production...
Stimulate or Dampen Demand to
Match Capacity

Services Marketing

 Live service performances are time-specific and can’t ...
Services Marketing

Challenges of Services
Communications

Slide © 2010 by Lovelock & Wirtz

Services Marketing 7/e

Chapt...
Overcoming Problems of
Intangibility

Services Marketing

 Intangibility creates 4 problems:
 Generality
- Items that co...
Overcoming Problems of
Intangibility

Services Marketing

 To overcome intangibility
 Use tangible cues in advertising
...
Advertising Strategies for
Overcoming Intangibility

Slide © 2010 by Lovelock & Wirtz

Services Marketing 7/e

Services Ma...
Services Marketing

Marketing Communications
Planning

Slide © 2010 by Lovelock & Wirtz

Services Marketing 7/e

Chapter 7...
Checklist: The “5 Ws” Model
Services Marketing

 Who is our target audience?
 What do we need to communicate and achieve...
Target Audience: 3 Broad
Categories

Services Marketing

 Prospects


Employ traditional communication mix because prosp...
Educational and Promotional
Objectives in Service Settings

Services Marketing

 Create memorable images of specific comp...
Educational and Promotional
Objectives in Service Settings

Services Marketing

 Provide reassurance (e.g., promote servi...
Educational and Promotional
Objectives in Service Settings

Services Marketing

Create memorable
images of specific
compan...
Services Marketing

The Marketing
Communications Mix

Slide © 2010 by Lovelock & Wirtz

Services Marketing 7/e

Chapter 7 ...
Marketing Communications Mix
for Services

Slide © 2010 by Lovelock & Wirtz

Services Marketing 7/e

Services Marketing

C...
Sources of Messages Received by
Target Audience

Services Marketing

Source: Adapted from a diagram by Adrian Palmer, Prin...
Traditional Marketing Channels
Services Marketing
Channel

Aim

Challenges

Advertising: Done via
media channels

Build aw...
Traditional Marketing Channels
Services Marketing
Channel

Aim

Challenges

Sales Promotion:
Communication attached to
an ...
Internet Marketing Offers Powerful
Opportunities

Services Marketing

 Supplement traditional marketing channels at a rea...
Website Design Considerations
Services Marketing
 Used for a variety of
communication tasks




 Design should addres...
Effective Advertising on Internet:
Banner Advertising

Services Marketing

Banner Advertising: Placing advertising banners...
Effective Advertising on Internet:
Search Engine Advertising

Services Marketing

Search Engine Advertising (Reverse broad...
Messages Transmitted through
Service Delivery Channels

Service outlets
Front-line
employees
Self-service
delivery points
...
Messages Originating from Outside
the Organization

Services Marketing

 Word of Mouth (WOM)
 Recommendations from other...
Messages Originating from Outside
the Organization

Services Marketing

 Blogs – A new type of online WOM
 Twitter
 Med...
Ethical Issues in Communication
Services Marketing

 Poor internal communications between operations and
marketing person...
Services Marketing

Role of Corporate Design

Slide © 2010 by Lovelock & Wirtz

Services Marketing 7/e

Chapter 7 – Page 3...
Strategies for Corporate Design
Services Marketing

 Many service firms employ a unified and distinctive visual
appearanc...
Strategies for Corporate Design
Services Marketing

 International companies need to select designs carefully to
avoid co...
FedEx: Use of Company Name In
Corporate Design

Services Marketing

 Created “FedEx Family of companies” consisting of su...
Developing An Integrated Marketing
Communications Strategy

Services Marketing

 IMC ties together and
reinforces all
com...
Summary
Services Marketing

 Marketing communications adds value through its content
 Overcome problems of intangibility...
Summary
Services Marketing

 Service delivery channels include
 Service outlets
 Front-line employees
 Self-service de...
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Chapter 07 promoting services and educating customers

  1. 1. Services Marketing Chapter 7: Promoting Services and Educating Customers Slide © 2010 by Lovelock & Wirtz Services Marketing 7/e Chapter 7 – Page 1
  2. 2. Overview of Chapter 7 Services Marketing  Role of Marketing Communications  Challenges of Services Communications  Marketing Communications Planning  The Marketing Communications Mix  Role of Corporate Design  Integrating Marketing Communications Slide © 2010 by Lovelock & Wirtz Services Marketing 7/e Chapter 7 – Page 2
  3. 3. Services Marketing Role of Marketing Communications Slide © 2010 by Lovelock & Wirtz Services Marketing 7/e Chapter 7 – Page 3
  4. 4. Specific Roles of Marketing Communications Services Marketing  Position and differentiate service  Help customer evaluate offerings and highlight differences that matter  Promote contribution of personnel and backstage operations  Add value through communication content  Facilitate customer involvement in production  Stimulate or dampen demand to match capacity Slide © 2010 by Lovelock & Wirtz Services Marketing 7/e Chapter 7 – Page 4
  5. 5. Help Customers to Evaluate Service Offerings Services Marketing  Customers may have difficulty distinguishing one firm from another  Provide tangible clues related to service performance  Some performance attributes lend themselves better to advertising than others  e.g., Airlines  Firm’s expertise is hidden in low-contact services  Need to illustrate equipment, procedures, employee activities that take place backstage Slide © 2010 by Lovelock & Wirtz Services Marketing 7/e Chapter 7 – Page 5
  6. 6. Promote Contributions of Service Personnel Services Marketing  Frontline personnel are central to service delivery in highcontact services  Make the service more tangible and personalized  Show customers work performed behind the scenes to ensure good delivery  To enhance trust, highlight expertise and commitment of employees  Advertisements must be realistic  Messages help set customers’ expectations  Service personnel should be informed about the content of new advertising campaigns or brochures before launch Slide © 2010 by Lovelock & Wirtz Services Marketing 7/e Chapter 7 – Page 6
  7. 7. Facilitate Customer Involvement in Production Services Marketing  Customers are actively involved in service production; they need training to perform well  Show service delivery in action  Television and videos engage viewer  e.g., Dentists showing patients videos of surgical procedures before surgery  Streaming videos on web and podcasts are new channels to reach active customers Slide © 2010 by Lovelock & Wirtz Services Marketing 7/e Chapter 7 – Page 7
  8. 8. Stimulate or Dampen Demand to Match Capacity Services Marketing  Live service performances are time-specific and can’t be stored for resale at a later date  Advertising and sales promotions can change timing of customer use  Examples of demand management strategies:  Reducing usage during peak demand periods  Stimulating demand during off-peak period Slide © 2010 by Lovelock & Wirtz Services Marketing 7/e Chapter 7 – Page 8
  9. 9. Services Marketing Challenges of Services Communications Slide © 2010 by Lovelock & Wirtz Services Marketing 7/e Chapter 7 – Page 9
  10. 10. Overcoming Problems of Intangibility Services Marketing  Intangibility creates 4 problems:  Generality - Items that comprise a class of objects, persons, or events  Abstractness - No one-to-one correspondence with physical objects  Non-searchability - Cannot be searched or inspected before purchase  Mental impalpability - Customers find it hard to grasp benefits of complex, multi-dimensional new offerings Slide © 2010 by Lovelock & Wirtz Services Marketing 7/e Chapter 7 – Page 10
  11. 11. Overcoming Problems of Intangibility Services Marketing  To overcome intangibility  Use tangible cues in advertising  Use metaphors  Tangible metaphors help to communicate benefits of service offerings, e.g.,  Allstate – “You’re in good hands”  Prudential Insurance – uses Rock of Gibraltar as symbol of corporate strength  Metaphors communicate value propositions more dramatically and emphasize key points of difference Slide © 2010 by Lovelock & Wirtz Services Marketing 7/e Chapter 7 – Page 11
  12. 12. Advertising Strategies for Overcoming Intangibility Slide © 2010 by Lovelock & Wirtz Services Marketing 7/e Services Marketing Chapter 7 – Page 12
  13. 13. Services Marketing Marketing Communications Planning Slide © 2010 by Lovelock & Wirtz Services Marketing 7/e Chapter 7 – Page 13
  14. 14. Checklist: The “5 Ws” Model Services Marketing  Who is our target audience?  What do we need to communicate and achieve?  How should we communicate this?  Where should we communicate this?  When do communications need to take place? Slide © 2010 by Lovelock & Wirtz Services Marketing 7/e Chapter 7 – Page 14
  15. 15. Target Audience: 3 Broad Categories Services Marketing  Prospects  Employ traditional communication mix because prospects are not known in advance  Users  More cost effective channels utilized  Employees  Secondary audience for communication campaigns  Shape behavior  Part of internal marketing campaign using company-specific channels Slide © 2010 by Lovelock & Wirtz Services Marketing 7/e Chapter 7 – Page 15
  16. 16. Educational and Promotional Objectives in Service Settings Services Marketing  Create memorable images of specific companies and their brands  Build awareness and interest for unfamiliar service  Compare service favorably with competitors’ offerings  Build preference by communicating strengths and benefits  Reposition service relative to competition  Reduce uncertainty or perceived risk by providing useful info and advice Slide © 2010 by Lovelock & Wirtz Services Marketing 7/e Chapter 7 – Page 16
  17. 17. Educational and Promotional Objectives in Service Settings Services Marketing  Provide reassurance (e.g., promote service guarantees)  Encourage trial by offering promotional incentives  Familiarize customers with service processes before use  Teach customers how to use a service to best advantage  Stimulate demand in off-peak, discourage during peak  Recognize and reward valued customers and employees Slide © 2010 by Lovelock & Wirtz Services Marketing 7/e Chapter 7 – Page 17
  18. 18. Educational and Promotional Objectives in Service Settings Services Marketing Create memorable images of specific companies and their brands Build awareness and interest for unfamiliar service Compare service favorably with competitors’ offerings Build preference by communicating strengths and benefits Reposition service relative to competition Reduce uncertainty or perceived risk by providing useful info and advice Provide reassurance (e.g., promote service guarantees) Encourage trial by offering promotional incentives Familiarize customers with service processes before use Teach customers how to use a service to best advantage Stimulate demand in off-peak, discourage during peak Recognize and reward valued customers and employees Slide © 2010 by Lovelock & Wirtz Services Marketing 7/e Chapter 7 – Page 18
  19. 19. Services Marketing The Marketing Communications Mix Slide © 2010 by Lovelock & Wirtz Services Marketing 7/e Chapter 7 – Page 19
  20. 20. Marketing Communications Mix for Services Slide © 2010 by Lovelock & Wirtz Services Marketing 7/e Services Marketing Chapter 7 – Page 20
  21. 21. Sources of Messages Received by Target Audience Services Marketing Source: Adapted from a diagram by Adrian Palmer, Principles of Services Marketing, London: McGraw-Hill,4th ed., 2005, p. 397 Slide © 2010 by Lovelock & Wirtz Services Marketing 7/e Chapter 7 – Page 21
  22. 22. Traditional Marketing Channels Services Marketing Channel Aim Challenges Advertising: Done via media channels Build awareness, inform, persuade, and remind Needs to be unique as less than half of all ads generate a positive ROI Public relations: Efforts to stimulate positive interest through third parties Builds reputation and credibility Form relationships with its to secure an image conducive employees, customers, and to conduct business the community Direct Marketing such as mail, e-mail & text messages Send personalized messages to highly targeted microsegments; use permission marketing where customers “raise their hands” and agree to learn more about a company and its products Slide © 2010 by Lovelock & Wirtz Services Marketing 7/e Advance in on-demand technologies (e.g., spam filters, cookie busters, pop-up blockers) empower consumers to decide how and when they prefer to be reached, and by whom Chapter 7 – Page 22
  23. 23. Traditional Marketing Channels Services Marketing Channel Aim Challenges Sales Promotion: Communication attached to an incentive that is specific to a period of time, price, or customer group Generate attention and speed up introduction and acceptance of new services Motivating customers to use a service sooner, in greater volume, or more frequently especially during periods when demand would be weak Personal Selling: Common in b2b and infrequently purchased services Educate customers and promote preferences for particular brand or product Relationship marketing strategies based on account management programs incur high staffing costs; telemarketing is a lower cost alternative Trade Shows Stimulate extensive Opportunity to learn about latest media coverage with offerings from wide array of many prospective buyers suppliers Slide © 2010 by Lovelock & Wirtz Services Marketing 7/e Chapter 7 – Page 23
  24. 24. Internet Marketing Offers Powerful Opportunities Services Marketing  Supplement traditional marketing channels at a reasonable cost  Part of an integrated, well-designed communications strategy  Can market through the company’s own website or through online advertising Slide © 2010 by Lovelock & Wirtz Services Marketing 7/e Chapter 7 – Page 24
  25. 25. Website Design Considerations Services Marketing  Used for a variety of communication tasks     Design should address attributes that affect website “stickiness” Promoting consumer awareness and interest    Stimulating product trial  Enabling customers to place orders Slide © 2010 by Lovelock & Wirtz Quick to download  Facilitating 2-way communication Ease of use  Providing information and consultation High in quality content Frequency of update  Memorable Web address helps attract visitors to the site Services Marketing 7/e Chapter 7 – Page 25
  26. 26. Effective Advertising on Internet: Banner Advertising Services Marketing Banner Advertising: Placing advertising banners and buttons on portals such as Yahoo and other firms’ websites to draw online traffic to own site  Easy for advertisers to measure how many visits to its own website are generated by click-throughs  Limitations  Obtaining many exposures does not necessarily lead to increase in awareness, preference, or sales  Fraudulent click-throughs designed to boost apparent effectiveness Slide © 2010 by Lovelock & Wirtz Services Marketing 7/e Chapter 7 – Page 26
  27. 27. Effective Advertising on Internet: Search Engine Advertising Services Marketing Search Engine Advertising (Reverse broadcast network): search engines let advertisers know exactly what consumer wants through their keyword search  Target relevant messages directly to desired consumers  Advertising options:    Pay for targeted placement of ads to relevant keyword searches Sponsor a short text message with a click-through link Buy top rankings in the display of search results  E.g., Google – The New Online Marketing Powerhouse via Adsense and Adwords Slide © 2010 by Lovelock & Wirtz Services Marketing 7/e Chapter 7 – Page 27
  28. 28. Messages Transmitted through Service Delivery Channels Service outlets Front-line employees Self-service delivery points Customer training Slide © 2010 by Lovelock & Wirtz Services Marketing • Messages reach customers through the service delivery environment • Servicescape: Physical design • Shape customer’s perceptions • Delivers supplementary services • Cross-selling of additional services • ATM, vending machines and websites • Require clear signage and instructions on how to use the service • Familiarize customers with service product and teach them how to use it to their best advantage Services Marketing 7/e Chapter 7 – Page 28
  29. 29. Messages Originating from Outside the Organization Services Marketing  Word of Mouth (WOM)  Recommendations from other customers viewed as more credible  Strategies to stimulate positive WOM:  Creating exciting promotions that get people talking about firm’s great service  Offering promotions that encourage customers to persuade others  Developing referral incentive schemes  Referencing other purchasers and knowledgeable individuals  Presenting and publicizing testimonials Slide © 2010 by Lovelock & Wirtz Services Marketing 7/e Chapter 7 – Page 29
  30. 30. Messages Originating from Outside the Organization Services Marketing  Blogs – A new type of online WOM  Twitter  Media Coverage  Compares, contrasts service offerings from competing organizations  Advice on “best buys” Slide © 2010 by Lovelock & Wirtz Services Marketing 7/e Chapter 7 – Page 30
  31. 31. Ethical Issues in Communication Services Marketing  Poor internal communications between operations and marketing personnel concerning level of service performance  Deliberately exaggerated promises to secure sales  Deceptive promotions  Unwanted intrusion by aggressive marketers into people’s personal lives Slide © 2010 by Lovelock & Wirtz Services Marketing 7/e Chapter 7 – Page 31
  32. 32. Services Marketing Role of Corporate Design Slide © 2010 by Lovelock & Wirtz Services Marketing 7/e Chapter 7 – Page 32
  33. 33. Strategies for Corporate Design Services Marketing  Many service firms employ a unified and distinctive visual appearance for all tangible elements  e.g., Logos, uniforms, physical facilities  Provide a recognizable theme linking all the firm’s operations use of physical evidence  e.g., BP’s bright green and yellow service stations  Use of trademarked symbol as primary logo, with name secondary  McDonald’s “Golden Arches” Slide © 2010 by Lovelock & Wirtz Services Marketing 7/e Chapter 7 – Page 33
  34. 34. Strategies for Corporate Design Services Marketing  International companies need to select designs carefully to avoid conveying a culturally inappropriate message  Easily recognizable corporate symbols important for international marketers in markets where:  Local language is not written in Roman Script  Significant portion of population is illiterate Slide © 2010 by Lovelock & Wirtz Services Marketing 7/e Chapter 7 – Page 34
  35. 35. FedEx: Use of Company Name In Corporate Design Services Marketing  Created “FedEx Family of companies” consisting of subbrands for different services; carried its positive FedEx Express image to other, often low cost services.  FedEx Express  FedEx Custom Critical  FedEx Ground  FedEx Supply Chain Services  FedEx Home Delivery  FedEx Kinko’s  FedEx Freight  Each subbrand has different color scheme for second word to create differentiation for subbrands, e.g.,  Express is red/orange  Ground is green Slide © 2010 by Lovelock & Wirtz Services Marketing 7/e Chapter 7 – Page 35
  36. 36. Developing An Integrated Marketing Communications Strategy Services Marketing  IMC ties together and reinforces all communications to deliver a strong brand identity  Communications in different media should form part of a single, overall message about the service firm Slide © 2010 by Lovelock & Wirtz Services Marketing 7/e Chapter 7 – Page 36
  37. 37. Summary Services Marketing  Marketing communications adds value through its content  Overcome problems of intangibility – use metaphors to communicate value proposition  Communication planning involves knowing (5Ws)  Marketing communications originate from within the organization through production and marketing channels Slide © 2010 by Lovelock & Wirtz Services Marketing 7/e Chapter 7 – Page 37
  38. 38. Summary Services Marketing  Service delivery channels include  Service outlets  Front-line employees  Self-service delivery points  Marketing communications originating from outside organization include     Word of mouth Blogs Twitter Media coverage  Corporate design strategies are part and parcel of communication mix Slide © 2010 by Lovelock & Wirtz Services Marketing 7/e Chapter 7 – Page 38

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