![Page 1: 8-1 Chapter Eight Product, Services, and Brands: Building Customer Value](https://reader035.vdocuments.us/reader035/viewer/2022062516/56649e015503460f94aea8f6/html5/thumbnails/1.jpg)
8-1
Chapter Eight
Product, Services, and Brands: Building Customer Value
![Page 2: 8-1 Chapter Eight Product, Services, and Brands: Building Customer Value](https://reader035.vdocuments.us/reader035/viewer/2022062516/56649e015503460f94aea8f6/html5/thumbnails/2.jpg)
8-2
What Is a Product?
Product is anything that can be offered in a market for attention, acquisition, use, or consumption that might satisfy a need or want
Service is a product that consists of activities, benefits or satisfaction that is essentially intangible and does not result in the ownership of anything
Experiences represent what buying the product or service will do for the customer
![Page 3: 8-1 Chapter Eight Product, Services, and Brands: Building Customer Value](https://reader035.vdocuments.us/reader035/viewer/2022062516/56649e015503460f94aea8f6/html5/thumbnails/3.jpg)
8-3
Levels of Product and Services
![Page 4: 8-1 Chapter Eight Product, Services, and Brands: Building Customer Value](https://reader035.vdocuments.us/reader035/viewer/2022062516/56649e015503460f94aea8f6/html5/thumbnails/4.jpg)
8-4
Product and Service Classifications
Consumer
products
Industrial products
![Page 5: 8-1 Chapter Eight Product, Services, and Brands: Building Customer Value](https://reader035.vdocuments.us/reader035/viewer/2022062516/56649e015503460f94aea8f6/html5/thumbnails/5.jpg)
8-5
Consumer products
• Consumer products are products and services for personal consumption
• Classified by how consumers buy them– Convenience products– Shopping products– Specialty products– Unsought products
![Page 6: 8-1 Chapter Eight Product, Services, and Brands: Building Customer Value](https://reader035.vdocuments.us/reader035/viewer/2022062516/56649e015503460f94aea8f6/html5/thumbnails/6.jpg)
8-6
Consumer products
Convenience products consumer products and services that the customer usually buys frequently, immediately, and with a minimum comparison and buying effort– Newspapers– Candy– Fast food
![Page 7: 8-1 Chapter Eight Product, Services, and Brands: Building Customer Value](https://reader035.vdocuments.us/reader035/viewer/2022062516/56649e015503460f94aea8f6/html5/thumbnails/7.jpg)
8-7
Consumer products
Shopping products consumer products and services that the
customer compares carefully on suitability, quality, price, and style– Furniture– Cars– Appliances
![Page 8: 8-1 Chapter Eight Product, Services, and Brands: Building Customer Value](https://reader035.vdocuments.us/reader035/viewer/2022062516/56649e015503460f94aea8f6/html5/thumbnails/8.jpg)
8-8
Consumer products
Specialty products consumer products and services with unique
characteristics or brand identification for which a significant group of buyers is willing to make a special purchase effort
• Medical services• Designer clothes• High-end electronics
![Page 9: 8-1 Chapter Eight Product, Services, and Brands: Building Customer Value](https://reader035.vdocuments.us/reader035/viewer/2022062516/56649e015503460f94aea8f6/html5/thumbnails/9.jpg)
8-9
Consumer products
Unsought products consumer products that the consumer does not
know about or knows about but does not normally think of buying
• Life insurance• Funeral services• Blood donations
![Page 10: 8-1 Chapter Eight Product, Services, and Brands: Building Customer Value](https://reader035.vdocuments.us/reader035/viewer/2022062516/56649e015503460f94aea8f6/html5/thumbnails/10.jpg)
8-10
Industrial products
Products purchased for further processing or for use in conducting a business
• Classified by the purpose for which the product is purchased
– Materials and parts– Capital– Raw materials
![Page 11: 8-1 Chapter Eight Product, Services, and Brands: Building Customer Value](https://reader035.vdocuments.us/reader035/viewer/2022062516/56649e015503460f94aea8f6/html5/thumbnails/11.jpg)
8-11
Industrial products
Capital items are industrial products that aid in the buyer’s production or operations
Materials and parts include raw materials and manufactured materials and parts usually sold directly to industrial users
Supplies and services include operating supplies, repair and maintenance items, and business services
![Page 12: 8-1 Chapter Eight Product, Services, and Brands: Building Customer Value](https://reader035.vdocuments.us/reader035/viewer/2022062516/56649e015503460f94aea8f6/html5/thumbnails/12.jpg)
8-12
Organization marketing
Organization marketing consists of activities undertaken to create, maintain, or change attitudes and behavior of target consumers toward an organization
Likes don't save lives - UNICEF
![Page 13: 8-1 Chapter Eight Product, Services, and Brands: Building Customer Value](https://reader035.vdocuments.us/reader035/viewer/2022062516/56649e015503460f94aea8f6/html5/thumbnails/13.jpg)
8-13
Person marketing
Person marketing consists of activities undertaken to create, maintain, or change attitudes and behavior of target consumers toward particular people
Philp Kotler on Marketing Lessons from Barack Obama's 2008 US election campaign
Obama delivering the keynote speech at the Democratic National Convention in Boston in 2004
![Page 14: 8-1 Chapter Eight Product, Services, and Brands: Building Customer Value](https://reader035.vdocuments.us/reader035/viewer/2022062516/56649e015503460f94aea8f6/html5/thumbnails/14.jpg)
8-14
Places and Ideas
Place marketing consists of activities undertaken to create, maintain, or change attitudes and behavior of target consumers toward particular places, e.g., Visit Korea
Social marketing is the use of commercial marketing concepts and tools in programs designed to influence individuals’ behavior to improve their well-being and that of society CDC: Tips from Former Smokers
![Page 15: 8-1 Chapter Eight Product, Services, and Brands: Building Customer Value](https://reader035.vdocuments.us/reader035/viewer/2022062516/56649e015503460f94aea8f6/html5/thumbnails/15.jpg)
8-15
Product and Service Decisions
![Page 16: 8-1 Chapter Eight Product, Services, and Brands: Building Customer Value](https://reader035.vdocuments.us/reader035/viewer/2022062516/56649e015503460f94aea8f6/html5/thumbnails/16.jpg)
8-16
Product and Service Decisions
Product or service attributes communicate and deliver the benefits
• Quality• Features• Style and design
![Page 17: 8-1 Chapter Eight Product, Services, and Brands: Building Customer Value](https://reader035.vdocuments.us/reader035/viewer/2022062516/56649e015503460f94aea8f6/html5/thumbnails/17.jpg)
8-17
Product Quality• Product Quality Level is the level of quality that
supports the product’s positioning• Product Conformance Quality is the product’s
freedom from defects and consistency in delivering a targeted level of performance
- A product’s conformance quality is low when the product’s qualities vary frequently.
![Page 18: 8-1 Chapter Eight Product, Services, and Brands: Building Customer Value](https://reader035.vdocuments.us/reader035/viewer/2022062516/56649e015503460f94aea8f6/html5/thumbnails/18.jpg)
8-18
Product Features
• Product features are a competitive tool for differentiating a product from competitors’ products and are assessed based on the value to the customer versus the cost to the company, e.g., USB 2.0 or 3.0 ports in computers.
![Page 19: 8-1 Chapter Eight Product, Services, and Brands: Building Customer Value](https://reader035.vdocuments.us/reader035/viewer/2022062516/56649e015503460f94aea8f6/html5/thumbnails/19.jpg)
8-19
Style & Design
Style describes the appearance of the product
Design contributes to a product’s usefulness as well as to its looks
![Page 20: 8-1 Chapter Eight Product, Services, and Brands: Building Customer Value](https://reader035.vdocuments.us/reader035/viewer/2022062516/56649e015503460f94aea8f6/html5/thumbnails/20.jpg)
8-20
Brand
Brand is the name, term, sign, or design—or a combination of these—that identifies the maker or seller of a product or service
![Page 21: 8-1 Chapter Eight Product, Services, and Brands: Building Customer Value](https://reader035.vdocuments.us/reader035/viewer/2022062516/56649e015503460f94aea8f6/html5/thumbnails/21.jpg)
8-21
Packaging
Packaging involves designing and producing the container or wrapper for a product
![Page 22: 8-1 Chapter Eight Product, Services, and Brands: Building Customer Value](https://reader035.vdocuments.us/reader035/viewer/2022062516/56649e015503460f94aea8f6/html5/thumbnails/22.jpg)
8-22
Labels
Labels identify the product or brand, describe attributes, and provide promotion
I feel Coke (1987-1988) Mazumoto Takami (Japanese Version) s Shim Hye-jin (Korean Version) Bonus Localized Version showing local culture
![Page 23: 8-1 Chapter Eight Product, Services, and Brands: Building Customer Value](https://reader035.vdocuments.us/reader035/viewer/2022062516/56649e015503460f94aea8f6/html5/thumbnails/23.jpg)
8-23
Product Line DecisionsProduct line is a group of products that are closely related
because they function in a similar manner, are sold to the same customer groups, are marketed through the same types of outlets, or fall within given price ranges
![Page 24: 8-1 Chapter Eight Product, Services, and Brands: Building Customer Value](https://reader035.vdocuments.us/reader035/viewer/2022062516/56649e015503460f94aea8f6/html5/thumbnails/24.jpg)
8-24
Product Line Decisions
Product line length is the number of items in the product line
• Line stretching (Compact Car, Midsize Car then Luxury Car)• Line filling (Compact Car, Luxury Car then Midsize Car)
![Page 25: 8-1 Chapter Eight Product, Services, and Brands: Building Customer Value](https://reader035.vdocuments.us/reader035/viewer/2022062516/56649e015503460f94aea8f6/html5/thumbnails/25.jpg)
8-25
Product Mix Decisions
Product mix consists of all the products and items that a particular seller offers for sale
» Width» Length» Depth
![Page 26: 8-1 Chapter Eight Product, Services, and Brands: Building Customer Value](https://reader035.vdocuments.us/reader035/viewer/2022062516/56649e015503460f94aea8f6/html5/thumbnails/26.jpg)
8-26
Nature and Characteristics of a Service
![Page 27: 8-1 Chapter Eight Product, Services, and Brands: Building Customer Value](https://reader035.vdocuments.us/reader035/viewer/2022062516/56649e015503460f94aea8f6/html5/thumbnails/27.jpg)
8-27
Services Marketing
In addition to traditional marketing strategies, service firms often require additional strategies
• Service-profit chain• Internal marketing• Interactive marketing
![Page 28: 8-1 Chapter Eight Product, Services, and Brands: Building Customer Value](https://reader035.vdocuments.us/reader035/viewer/2022062516/56649e015503460f94aea8f6/html5/thumbnails/28.jpg)
8-28
Service-profit chain
Service-profit chain links service firm profits with employee and customer satisfaction
• Internal service quality• Satisfied and productive service
employees• Greater service value• Satisfied and loyal customers• Healthy service profits and growth
![Page 29: 8-1 Chapter Eight Product, Services, and Brands: Building Customer Value](https://reader035.vdocuments.us/reader035/viewer/2022062516/56649e015503460f94aea8f6/html5/thumbnails/29.jpg)
8-29
Internal marketing
Internal marketing means that the service firm must orient and motivate its customer contact employees and supporting service people to work as a team to provide customer satisfaction
Internal marketing must precede external marketing
![Page 30: 8-1 Chapter Eight Product, Services, and Brands: Building Customer Value](https://reader035.vdocuments.us/reader035/viewer/2022062516/56649e015503460f94aea8f6/html5/thumbnails/30.jpg)
8-30
Interactive marketing
Interactive marketing means that service quality depends heavily on the quality of the buyer-seller interaction during the service encounter
• Service differentiation• Service quality• Service productivity
![Page 31: 8-1 Chapter Eight Product, Services, and Brands: Building Customer Value](https://reader035.vdocuments.us/reader035/viewer/2022062516/56649e015503460f94aea8f6/html5/thumbnails/31.jpg)
8-31
Service Differentiation
Managing service differentiation creates a competitive advantage from the offer, delivery, and image of the service
• Offer can include distinctive features
• Delivery can include more able and reliable customer contact people, environment, or process
• Image can include symbols and branding
![Page 32: 8-1 Chapter Eight Product, Services, and Brands: Building Customer Value](https://reader035.vdocuments.us/reader035/viewer/2022062516/56649e015503460f94aea8f6/html5/thumbnails/32.jpg)
8-32
Managing service quality
Managing service quality provides a competitive advantage by delivering consistently higher quality than its competitors
Service quality always varies depending on interactions between employees and customers
![Page 33: 8-1 Chapter Eight Product, Services, and Brands: Building Customer Value](https://reader035.vdocuments.us/reader035/viewer/2022062516/56649e015503460f94aea8f6/html5/thumbnails/33.jpg)
8-33
Service Productivity
Managing service productivity refers to the cost side of marketing strategies for service firms
• Employee recruiting, hiring, and training strategies
• Service quantity and quality strategies
![Page 34: 8-1 Chapter Eight Product, Services, and Brands: Building Customer Value](https://reader035.vdocuments.us/reader035/viewer/2022062516/56649e015503460f94aea8f6/html5/thumbnails/34.jpg)
8-34
The differential effect that knowing thebrand name has on customer response tothe product or its marketing.- A restaurant owner complained to me that
he has to pay more for Coke than Pepsi for the same size of cans.
128 YEARS OF COCA-COLA’S HISTORY IN 2 MINUTES
Brand equity
![Page 35: 8-1 Chapter Eight Product, Services, and Brands: Building Customer Value](https://reader035.vdocuments.us/reader035/viewer/2022062516/56649e015503460f94aea8f6/html5/thumbnails/35.jpg)
8-35
Branding Strategy: Building Strong Brands
![Page 36: 8-1 Chapter Eight Product, Services, and Brands: Building Customer Value](https://reader035.vdocuments.us/reader035/viewer/2022062516/56649e015503460f94aea8f6/html5/thumbnails/36.jpg)
8-36
Brand Name Selection
Desirable qualities 1. Suggest benefits and qualities 2. Easy to pronounce, recognize, and
remember (Hyundai………….)3. Distinctive (Hyundai vs Honda)4. Extendable (iPhone, iPod, iPad, iMac, etc)
![Page 37: 8-1 Chapter Eight Product, Services, and Brands: Building Customer Value](https://reader035.vdocuments.us/reader035/viewer/2022062516/56649e015503460f94aea8f6/html5/thumbnails/37.jpg)
8-37
Brand Name Selection
5. Translatable for the global economy- The name Coca-Cola rendered phonetically in
Chinese can sound like the words for "female horse stuffed with wax" ( 骒马口蠟 ). Before marketing in China, the company found a close phonetic equivalent, kekou kele ( 可口可乐 ), which roughly means "let your mouth rejoice.“
![Page 38: 8-1 Chapter Eight Product, Services, and Brands: Building Customer Value](https://reader035.vdocuments.us/reader035/viewer/2022062516/56649e015503460f94aea8f6/html5/thumbnails/38.jpg)
8-38
Brand Name Selection
5. Translatable for the global economy- When General Motors introduced the
Chevrolet (aka Chevy) Nova in South America, it was apparently oblivious that "no va" means "it won't go". Eventually it figured out why it wasn't selling any cars, it then renamed the car in its Spanish markets to the Caribe.
- Kia Motors has products named K3, K5, K7 and K9. K9, the flagship sedan of Kia, has the same pronunciation as canine (dog).
![Page 39: 8-1 Chapter Eight Product, Services, and Brands: Building Customer Value](https://reader035.vdocuments.us/reader035/viewer/2022062516/56649e015503460f94aea8f6/html5/thumbnails/39.jpg)
8-39
Brand Name Selection
6. Capable of registration and legal protection- Apple Settles iPad Suit for $60 Million - In 1998, Wal-Mart entered the Korean market by acquiring a company called Korea Makro. But they could not use the name 'Wal-Mart' because a local businessperson in Korea had already registered the brand name and had the exclusive rights to it. Wal-Mart went to the court but judgment was ruled against Wal-Mart. Wal-Mart bought the naming rights from the Korean businessperson.
![Page 40: 8-1 Chapter Eight Product, Services, and Brands: Building Customer Value](https://reader035.vdocuments.us/reader035/viewer/2022062516/56649e015503460f94aea8f6/html5/thumbnails/40.jpg)
8-40
Brand Sponsorship
Manufacturer’s brand, e.g., Tylenol(J&J), Coca-ColaPrivate brand, e.g., Kmart acetaminophen, Sam's
Choice cola (Wal-Mart)Licensed brand, e.g., HwaSeung sold their products
under Nike name in Korea until 1986Co-brand, e.g., Nike + iPod Sport Kit
![Page 41: 8-1 Chapter Eight Product, Services, and Brands: Building Customer Value](https://reader035.vdocuments.us/reader035/viewer/2022062516/56649e015503460f94aea8f6/html5/thumbnails/41.jpg)
8-41
Brand Development Strategies