1. Copyright © 2008 Pearson Education Canada Services Marketing, Canadian Edition Chapter 6- 1 Chapter 6 Educating Customers and Promoting the Value Proposition

2. Copyright © 2008 Pearson Education Canada Services Marketing, Canadian Edition Chapter 6- 2 Learning Objectives - Chapter 6  Reveal the distinctive nature of marketing communications for services  Setting communication objectives  Study the communications mix  Clarify the role of corporate design  Ascertain the potential value of internet

3. Copyright © 2008 Pearson Education Canada Services Marketing, Canadian Edition Chapter 6- 3 Communicating Services Presents Both Challenges and Opportunities

4. Copyright © 2008 Pearson Education Canada Services Marketing, Canadian Edition Chapter 6- 4 Difference between communications strategies of services and goods  Implications of intangibility in service performances  Customers are involved in production  Role of customer-contact personnel  Difficulty of evaluating many services  Need to bring supply and demand into balance

5. Copyright © 2008 Pearson Education Canada Services Marketing, Canadian Edition Chapter 6- 5 Overcoming Problems of Intangibility  Difficult to communicate service benefits to customers, especially when intangible  Intangibility creates four problems:  Abstractness ― No one-to-one correspondence with physical objects  Generality ― Items that comprise a well know class of objects, persons, or events  Nonsearchability ― Cannot be searched or inspected before purchase  Mental impalpability ― Customers find it hard to grasp benefits of complex, multidimensional new offerings

6. Copyright © 2008 Pearson Education Canada Services Marketing, Canadian Edition Chapter 6- 6 Advertising Strategies for Overcoming Intangibility (Table 6.1) Intangibility problem Advertising strategy  Generality  objective claims Document physical system capacity Cite past performance statistics  subjective claims Present actual service delivery incident  Nonsearchability Present customer testimonials Cite independently audited performance  Abstractness Display typical customers benefiting  Impalpability Documentary of step-by-step process, Case history of what firm did for customer Narration of customer’s subjective experience Source: Banwari Mittal and Julie Baker, “Advertising Strategies for Hospitality Services,” Cornell Hotel and Restaurant Administration Quarterly 43, April 2002, 53. Copyright Cornell University. All rights reserved. Used by permission.

7. Copyright © 2008 Pearson Education Canada Services Marketing, Canadian Edition Chapter 6- 7 Accenture Promotes Ability to Turn Innovative Ideas into Results ( Fig 6.2)  Ad dramatizes abstract notion of helping clients capitalize on innovative ideas in fast-moving world  Features Tiger Woods in eye-catching situations  Highlights firm’s ability to help clients “develop the reflexes of a high- performance business”  Use tangible metaphors when possible!  See Research Insights 6.1: Visualization and Comparative Advertising for Services Source: Courtesy of Accenture

8. Copyright © 2008 Pearson Education Canada Services Marketing, Canadian Edition Chapter 6- 8 Using Metaphors to Communicate Value Propositions  Metaphor - A word or phrase that designates one thing is applied to another in an implicit comparison  Should highlight how the service benefits are provided  Prudential Insurance — uses Rock of Gibraltar as symbol of corporate strength  Metaphors communicate value propositions more dramatically and emphasize key points of difference  Can you suggest some examples from recent advertising?

9. Copyright © 2008 Pearson Education Canada Services Marketing, Canadian Edition Chapter 6- 9 DHL: Promoting the Efficiency of Its Import Express Service (Fig 6.4)  Use of an easily grasped metaphor  Heavily knotted string represents how complex importing can be  Straight string represents how easy it would be using DHL’s express service Source: Courtesy DHL Express Singapore

10. Copyright © 2008 Pearson Education Canada Services Marketing, Canadian Edition Chapter 6- 10 Facilitate Customer Involvement in Production  When customers are actively involved in service production, they need training to perform well  Show service delivery in action  Television and videos engage viewer  Dentists showing patients videos of surgical procedures before surgery  Streaming videos on Web and podcasts are new channels to reach active customers  Advertising and publicity can make customers aware of changes in service features and delivery systems in b2b and b2c contexts  Sales promotions to help change customer behaviour ― Offer incentives to make necessary changes ― Price discounts to encourage self-service on an ongoing basis

11. Copyright © 2008 Pearson Education Canada Services Marketing, Canadian Edition Chapter 6- 11 Help Customers to Evaluate Service Offerings  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  Airlines ― Boast about punctuality ― Do not talk overtly in advertising about safety, admission that things might go wrong make prospective travelers nervous ― Use indirect approach: promote pilot expertise, mechanic’s maintenance skills, newness of aircraft  Firm’s expertise is hidden in low-contact services  Need to illustrate equipment, procedures, employee activities that take place backstage

12. Copyright © 2008 Pearson Education Canada Services Marketing, Canadian Edition Chapter 6- 12 Stimulate or Dampen Demand to Match Capacity  Live service performances are time-specific and can’t be stored for resale at a later date  For example, seats for Friday evening’s performance; haircut at Supercuts on Tuesdays  Advertising and sales promotions can change timing of customer use  Examples of demand management strategies  Reducing usage during peak demand periods  Stimulating demand during demand during off-peak period, for example: ― Run promotions that offer extra value — room upgrades, free breakfast

13. Copyright © 2008 Pearson Education Canada Services Marketing, Canadian Edition Chapter 6- 13 Promote the Contributions of Service Personnel  Frontline personnel are central to service delivery in high- contact services  Make the service more tangible and personalized  Advertise employees at work to help customers understand nature of service encounter  Show customers work performed behind the scenes to ensure good delivery  To enhance trust, highlight expertise and commitment of employees whom customers normally do not normally encounter  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

14. Copyright © 2008 Pearson Education Canada Services Marketing, Canadian Edition Chapter 6- 14 Setting Communication Objectives

15. Copyright © 2008 Pearson Education Canada Services Marketing, Canadian Edition Chapter 6- 15 Checklist for Marketing Communications Planning: The “5 Ws” Model  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?

16. Copyright © 2008 Pearson Education Canada Services Marketing, Canadian Edition Chapter 6- 16 Target audience and communications objectives  Connect to target audience  First time users – advertising, public relations, direct marketing  Existing users – contact personnel and point of sale promotions  Employees – secondary audience in front stage roles  Specify clear communications objectives, select most appropriate messages and communications tools to achieve (Table 6.2)  Key planning considerations  Know your service product, how buyers evaluate and their exposure to different media  Determine the content, structure, style of message and best media  Budget, timing and measurement system

17. Copyright © 2008 Pearson Education Canada Services Marketing, Canadian Edition Chapter 6- 17 The Marketing Communications Mix

18. Copyright © 2008 Pearson Education Canada Services Marketing, Canadian Edition Chapter 6- 18 Marketing Communications Mix for Services (1) (Fig 6.6) Key: * Denotes communications originating from outside the organization Word-of-mouth (other customers) Personal communications Selling Customer service Training Advertising Broadcast, podcasts Print Internet Outdoor Direct mail Sales promotion Sampling Coupons Sign-up rebates Gifts Prize promotions Telemarketing Word of mouth *

19. Copyright © 2008 Pearson Education Canada Services Marketing, Canadian Edition Chapter 6- 19 Key: * Denotes communications originating from outside the organization Publicity & public relations Press releases/kits Websites Manuals Brochures Interactive software Voice mailSignage Interior decor Vehicles Equipment StationeryUniforms Media-initiated coverage * Marketing Communications Mix for Services (2) (Fig 6.6) Press conferences Sponsorship Special Events Trade Shows, exhibitions Instructional manuals Corporate design

20. Copyright © 2008 Pearson Education Canada Services Marketing, Canadian Edition Chapter 6- 20 Sources of Messages Received by Target Audience (Fig 6.7) Messages originating within organization Messages originating outside organization Production channels Marketing channels Front-line staff Service outlets Advertising Sales promotions Direct marketing Personal selling Public relations Word of mouth Media editorial A U D I E N C E Sources Source: Adapted from a diagram by Adrian Palmer, Principles of Services Marketing, London: McGraw-Hill,4th ed., 2005, p. 397

21. Copyright © 2008 Pearson Education Canada Services Marketing, Canadian Edition Chapter 6- 21 Message Transmission (1)  Through Productions Channels - Developed within organization and transmitted through production channels that deliver the service itself  Knowledgeable, empathetic front-line staff, programs providing customer training, and imbedding messages in the service environment  Through Marketing Channels – Traditional tools of personal selling, account management programs, trade shows, advertising, direct marketing, sales promotion, public relations

22. Copyright © 2008 Pearson Education Canada Services Marketing, Canadian Edition Chapter 6- 22 Message Transmission (2)  Through Messages Originating Outside the Organization – Very influential and powerful  Word of Mouth (WOM) - more credible than firm’s messaging. Customers rely on it when making high risk decisions  Blogs – On line journals where people can post their point of view, bloggers can become de factor watch dogs, links enable information sharing  Editorial Coverage – editorial coverage about a company initiated by broadcasters and publishers

23. Copyright © 2008 Pearson Education Canada Services Marketing, Canadian Edition Chapter 6- 23 Role of Corporate Design

24. Copyright © 2008 Pearson Education Canada Services Marketing, Canadian Edition Chapter 6- 24 Strategies for Corporate Design  Many service firms employ a unified and distinctive visual appearance for all tangible elements to reinforce the brand  For example, logos, uniforms, physical facilities  Provide a recognizable theme linking all the firm’s operations  Use of trademarked symbol as primary logo, with name secondary  Shell’s yellow scallop shell on a red background  MacDonald’s “Golden Arches”

25. Copyright © 2008 Pearson Education Canada Services Marketing, Canadian Edition Chapter 6- 25 Marketing Communications and the Internet

26. Copyright © 2008 Pearson Education Canada Services Marketing, Canadian Edition Chapter 6- 26 Internet Marketing Offers Powerful Opportunities for Interactivity  Internet used for a variety of communications tasks  Can market through firm’s own websites or advertise on other sites  Needs to be part of integrated, well-designed communications strategy  Able to establish rapport with individual customers  Contain useful, interesting information for target customers  Facilitate self-service in information gathering

27. Copyright © 2008 Pearson Education Canada Services Marketing, Canadian Edition Chapter 6- 27 Website Design Considerations  Firms must set explicit communication goals for websites  Design should address attributes that affect website “stickiness”  Content quality  Ease of use  Speed of download  Frequency of update  Memorable web address helps attract visitors to a site  Ensure that people are aware of/can guess firm’s web address

28. Copyright © 2008 Pearson Education Canada Services Marketing, Canadian Edition Chapter 6- 28 EasyJet Paints Its Website Address on Each of Its More than 200 Aircraft Source: www.easyjet.com/EN/About/photogallery.html. © easyJet airline company limited

29. Copyright © 2008 Pearson Education Canada Services Marketing, Canadian Edition Chapter 6- 29 Effective Advertising on Internet: Banner Advertising (1)  Placing advertising banners and buttons on portals such as Yahoo!, Netscape and other firms’ websites  Draw online traffic to the advertiser’s own site  Websites often include advertisements of other related, but non-competing services  Advertisements for financial service providers on Yahoo!’s stock quotes page  Small messages from Amazon.com on web pages devoted to a specific topic  Links relevant to e-mail content on GMail

30. Copyright © 2008 Pearson Education Canada Services Marketing, Canadian Edition Chapter 6- 30 Effective Advertising on Internet: Banner Advertising (2)  Easy for advertisers to measure how many visits to its own website are generated by click-throughs  Limitations  Obtaining many exposures (“eyeballs”) to a banner does not necessarily lead to increase in awareness, preference, or sales  Problem of fraudulent click-throughs designed to boost apparent effectiveness

31. Copyright © 2008 Pearson Education Canada Services Marketing, Canadian Edition Chapter 6- 31  Reverse broadcast network — search engines let advertisers know exactly what consumer wants through their keyword search  Can target relevant messages directly to desired consumers  Several 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 Effective Advertising on Internet: Search Engine Advertising (1)

32. Copyright © 2008 Pearson Education Canada Services Marketing, Canadian Edition Chapter 6- 32  Google – The New Online Marketing Powerhouse  Google AdWords — allows businesses to connect with potential customers at the precise moment when they are looking at related topics; advertisers can display their ads at websites that are part of the Google content network  Google AdSense — In return for displaying relevant Google ads on their websites, publishers receive a share of advertising revenue generated  See Service Perspectives 6.2: Google: The Online Marketing Powerhouse Effective Advertising on Internet: Search Engine Advertising (2)

33. Copyright © 2008 Pearson Education Canada Services Marketing, Canadian Edition Chapter 6- 33 Developing an Integrated Marketing Communications Strategy  Isolating online marketing activities from other marketing activities may result in conflicting message  Customers will not have a clear picture of a firm’s positioning and value proposition  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 (need consistency within campaigns about specific service products targeted at specific segments)

34. Copyright © 2008 Pearson Education Canada Services Marketing, Canadian Edition Chapter 6- 34 Summary – Chapter 6  Service communication differs from goods communications as follows:  Service product is intangible  Employees have customer influence  Customers are involved in production  They have difficulties evaluating the service  Marketers need to balance supply and demand  There are four ways to work with the issues of intangibility in addition to using metaphors  The “5W’s” model works for communications setting  The communications mix is very rich including additional areas such as instruction manuals, corporate design and Word of Mouth  The communications mix is also concerned with where the messages are being transmitted  The internet offers great opportunities for interaction and advertising  All of this needs a good integrated communications strategy