1. Integrated Services Marketing Communications
Chapter 16
Integrated Services Marketing Communications
The Need for Coordination in Marketing Communication
Key Service Communication Challenges
Five Categories of Strategies to Match Service Promises with Delivery

2. Communications and the Services Marketing Triangle

3. Integrated Services Communications
a strategy that carefully integrates all external and internal communication channels to present a consistent message to customers
This means coordination across:
sales and service people
print
Internet
other forms of tangible communication including the servicescape
How is this done in services?
advertising
sales presentations
service encounters with employees
servicescape and other tangibles
Internet and web presence
public relations
pricing
service guarantees
customer education

4. Five Major Approaches to Overcome Service Communication Channels

5. (1) Approaches for Addressing Service Intangibility
Use narrative to demonstrate the service experience
Present vivid information
Use interactive imagery
Focus on the tangibles
Use brand icons to make the service tangible
Use association, physical representation, documentation, and visualization
Feature service employees in communication
Use buzz or viral marketing
Leverage social media
Aim messages to influencers
Create advertising that generates talk because it is humorous, compelling, or unique
Feature satisfied customers in the communication
Generate word-of-mouth through employee relationships

6. (2) Approaches for Managing Service Promises
Create a strong service brand
Coordinate external communication

7. Service Branding Model

8. (3) Approaches for Managing Customer Expectations
Make realistic promises
Offer service guarantees
Offer choices
Create tiered-value service offerings
Communicate the criteria and levels of service effectiveness

9. (4) Approaches for Managing Customer Education
Prepare customers for the service process
Confirm performance to standards and expectations
Clarify expectations after the sale
Teach customers to avoid peak demand periods and to seek slow demand periods

10. (5) Approaches for Managing Internal Marketing Communication
Create effective vertical communications
Sell the brand inside the company
Create effective upward communication
Create effective horizontal communications
Align back-office and support personnel with external customers through interaction or measurement
Create cross-functional teams of sales, service, and operations people when developing new services or engaging in service improvements
Maintain a customer focus throughout all functions

11. DHL’s Integrated Marketing Campaign
Source:

12. DHL’s Outdoor Advertising

13. DHL’s Print Advertising

14. DHL’s Print Advertising Links to Employees