1. Chapter 7 Segmentation, Targeting, and Positioning

2. Groups/Projects Group Name, Strap Line, Matric #s, Photo etc.
Group Project
Individual Essay

3. Introduction
We have different customers. Each customer is free to have her own aspirations. Our intention is to respond as well as possible to each customer aspiration. Some want to be gorgeous, some want to be natural, and we just have to offer them the best quality and the best product to satisfy their wishes and their dreams.
—L’Oreal CEO Jean-Paul Agon
On understanding segmentation

4. Market Segmentation
Identification and categorisation of groups of customers according to common characteristics
It is primarily about trying to understand Customers.

5. Targeting
The process of evaluating segments and focusing marketing efforts on a country, region, or group of people that has significant potential to respond
Focus on the segments that can be reached most effectively, efficiently, and profitably

6. Positioning
Positioning is required to differentiate the product or brand in the minds of the target market.

7. DHL Global Branding Brand Image
In both Europe and Asia, DHL is perceived as the more established market player although the image is slightly stagnant in comparison to FedEx.
In the US, DHL has limited awareness.
Europe: Faceless
Senior Manager
Mid-late 40s
Dependable
Member of the Tory Party
Asia: Big Corporate
Designer label
Experienced
Arrogant
Conventional
Complacent
US: Invisible
International
No advertising
Europe: Friendly
Middle Manager
Late 30s
Slightly erratic
Labour Party
Football player; sporty
Asia: Friendly
Progressive
Efficient
Sporty
US: Reliable
Large
All over the place
Flexible
Source: Quallitative Focus Groups

8. Global Market Segmentation
Defined as the process of identifying specific segments—whether they be country groups or individual consumer groups—of potential customers with homogeneous attributes who are likely to exhibit similar responses to a company’s marketing mix
As noted in earlier chapters, two decades ago Professor Theodore Levitt advanced the thesis that consumers in different countries increasingly seek variety and that the same new segments are likely to show up in multiple national markets. Thus, ethnic or regional foods such as sushi, falafel, or pizza might be in demand anywhere in the world. Levitt suggested that this trend, known variously as the pluralization of consumption and segment simultaneity, provides an opportunity for marketers to pursue one or more segments on a global scale. Authors John Micklethwait and Adrian Wooldridge sum up the situation this way: “The audience for a new recording of a Michael Tippett symphony or for a nature documentary about the mating habits of flamingos may be minuscule in any one country, but round up all the Tippett and flamingo fanatics around the world, and you have attractive commercial propositions. The cheap distribution offered by the Internet will probably make these niches even more attractive financially”.
Global market segmentation is based on the premise that companies should attempt to identify consumers in different countries who share similar needs and desires. A. Coskun Samli has developed a useful approach to global market segmentation that compares and contrasts “conventional” versus “unconventional” wisdom. This is shown on the next slide.

9. Contrasting Views of Global Segmentation
Conventional wisdom
Assumes heterogeneity among countries
Assumes homogeneity within a country
Focuses on macro-level cultural differences
Relies on clustering of national markets
Less emphasis on within-country segments
Broader Thinking
Assumes emergence of segments that transcend national boundaries
Recognizes existence of within-country differences
Emphasizes micro-level differences
Segments micro markets within and among countries
For example, conventional wisdom might assume that consumers in Europe and Latin America are interested in Football while those in t USA are not. Unconventional wisdom would note that the “global jock” segment exists in many countries, including the United States. Similarly, conventional wisdom might assume that because per capita income in India is about $490 all Indians have low incomes. Unconventional wisdom would note the presence of a higher-income, middle-class segment. As Sapna Nayak, a food analyst at Raobank India, noted recently, "The potential Indian customer base for a McDonald's or a Subway is larger than the size of entire developed countries. The same is true of China; the average annual income of people living in eastern China is approximately $1,200. This is the equivalent to a lower-middle-income country market with 470 million people, larger than every other single country market except India.

10. Global Market Segmentation
Demographic
Psychographic
Behavioural
Benefits
Today, global companies (and the research and advertising agencies that serve them) use market segmentation to identify, define, understand, and respond to customer wants and needs on a worldwide, rather than strictly local, basis. As we have noted many times in this book, global marketers must determine whether a standardized or adapted marketing mix is required to best serve those wants and needs. By performing market segmentation, marketers can generate the insights needed to devise the most effective approach. The process of global market segmentation begins with the choice of one or more variables to use as a basis for grouping customers. This slide shows the most common segmentation categories.

11. Demographic Segmentation
Income
Population
Age
Gender
Education
Occupation
Socio-Economic
What are the trends?

12. Demographic Facts and Trends
A widening age gap exists between the older populations in the West and the large working-age populations in developing countries
In the European Union, the number of consumers ages 16 and under is rapidly approaching the number of consumers ages 60-plus
Asia is home to 500 million consumers ages 16 and under
Half of Japan’s population will be age 50 or older by 2025

13. Demographic Facts and Trends
America’s three main ethnic groups—African/Black Americans, Hispanic Americans, and Asian Americans—represent a combined annual buying power of $1 trillion
The United States is home to 28.4 million foreign-born residents with a combined income of $233 billion
By 2030, 20 percent of the U.S. population—70 million Americans—will be 65 or older versus 13 percent (36 million) today
India has the youngest demographic profile among the world’s large nations: more than half its population is under the age of 25
Demographic changes can create opportunities for marketing innovation. In France, for example, two entrepreneurs began rewriting the rules of retailing years before Sam Walton founded the Wal-Mart chain. Marcel Fournier and Louis Defforey opened the first Carrefour (“crossroads”) hypermarket in At the time, France had a fragmented shop system that consisted of small, specialized stores with only about 5,000 square feet of floor space such as the boulangerie and charcuterie. The shop system was part of France's national heritage, and shoppers developed personal relationships with a shop's proprietor. However, time pressed, dual-parent working families had less time to stop at several stores for daily shopping. The same trend was occurring in other countries. By 1993, Carrefour SA was a global chain with $21 billion in sales and a market capitalization of $10 billion. By 2005, sales had reached $88 billion; today, Carrefour operates 12,000 stores in 30 countries. As Adrian Slywotzky has noted, it was a demographic shift that provided the opportunity for Fournier and Defforey to create a novel, customer-matched, cost-effective business design.

14. Segmenting by Income and Population
Income is a valuable segmentation variable
75% of world GNP is generated in the triad but only 13% of the world’s population is in the triad
Do not read into the numbers
Some services are free in developing nations so there is more purchasing power
For products whose price is low enough, population is a more important variable
After segmenting in terms of a single demographic variable—income—a company can reach the most affluent markets by targeting fewer than 20 nations: the European Union, North America, and Japan. By doing so, however, the marketers are not reaching almost 90 percent of the world’s population! A word of caution is in order here. Data about income (and population) have the advantage of being widely available and inexpensive to access. However, management may unconsciously “read too much” into such data. In other words, while providing some measure of market potential, such macro-level demographic data should not necessarily be used as the sole indicator of presence (or absence) of a market opportunity. This is especially true when an emerging country market or region is being investigated.
As noted previously, for products whose price is low enough, population is a more important variable than income in determining market potential. As former Kodak CEO George Fisher commented a decade ago, “Half the people in the world have yet to take their first picture. The opportunity is huge, and it's nothing fancy. We just have to sell yellow boxes of film.”[1] Thus, China and India, with respective populations of 1.3 billion and 1 billion, represent attractive target markets. In a country like China, one segmentation approach would call for serving the existing mass market for inexpensive consumer products. Procter & Gamble, Unilever, Kao, Johnson & Johnson, and other packaged goods companies are targeting and developing the China market, lured in part by the possibility that as many as 100 million Chinese customers are affluent enough to spend, say, 14 cents for a single-use pouch of shampoo.

15. 2004 Income Adjusted for Purchasing Power
Per Capita Income
2004 Per Capita Income
Luxembourg $56,380
Norway 51,810
Switzerland 49,600
United States 41,440
Denmark 40,750
Iceland 37,920
Japan 37,050
Sweden 35,840
Ireland 34,310
United Kingdom 33,630
2004 Income Adjusted for Purchasing Power
Luxembourg $61,610
United States 39,820
Norway 38,680
Switzerland 35,660
Ireland 32,930
Iceland 32,370
Austria 31,800
Denmark 31,770
Hong Kong 31,560
Belgium 31,530

16. 10 Most Populous Countries

17. Age Segmentation
Global teens—young people between the ages of 12 and 19
A group of teenagers randomly chosen from different parts of the world will share many of the same tastes
Global elite—affluent consumers who are well traveled and have the money to spend on prestigious products with an image of exclusivity
Young consumers may not yet have conformed to cultural norms; indeed, they may be rebelling against them. This fact, combined with shared universal wants, needs, desires, and fantasies (for name brands, novelty, entertainment, trendy, and image-oriented products), make it possible to reach the global teen segment with a unified marketing program. This segment is attractive both in terms of its size (about 1.3 billion) and its multi-billion-dollar purchasing power. Coca-Cola, Benetton, Swatch, and Sony are some of the companies pursuing the global teenage segment.
The global elite is normally associated with older individuals who have accumulated wealth over the course of a long career; it also includes movie stars, musicians, elite athletes, and others who have achieved great financial success at a relatively young age.

18. Gender Segmentation
In focusing on the needs and wants of one gender, do not miss opportunities to serve the other
Companies may offer product lines for both genders
Nike, Levi Strauss
In 2000, Nike generated $1.4 billion in global sales of women’s shoes and apparel, a figure representing 16 percent of total Nike sales. Nike executives believe its global women’s business is poised for big growth. To make it happen, Nike is opening concept shops inside department stores and creating free-standing retail stores devoted exclusively to women. In Europe, Levi Strauss is taking a similar approach. In 2003, the company opened its first boutique for young women, Levi’s for Girls, in Paris. As Suzanne Gallacher, associate brand manager for Levi’s in Europe, the Middle East, and Africa, noted, “In Europe, denim is for girls.”
Dove Campaign for Real Beauty

19. Psychographic Segmentation
Grouping people according to attitudes, values, and lifestyles
Eg. SRI International and VALS 2
Porsche example
Top Guns (27%)—ambition, power, control
Elitists (24%)—old money, car is just a car
Proud Patrons (23%)—car is reward for hard work
Bon Vivants (17%)—car is for excitement, adventure
Fantasists (9%)— car is form of escape
Data are obtained from questionnaires that require respondents to indicate the extent to which they agree or disagree with a series of statements. Psychographics is primarily associated with SRI International, a market research organization whose original VALS and updated VALS 2 analyses of consumers are widely known.
Finland’s Nokia relies heavily on psychographic segmentation of mobile phone users; its most important segments are “poseurs,” “trendsetters,” “social contact seekers,” and “highfliers.” By carefully studying these segments and tailoring products to each, Nokia has captured 40 percent of the world’s market for mobile communication devices.
Porsche will use the profiles to develop advertising tailored to each type. As Richard Ford, Porsche vice president of sales and marketing, noted, “We were selling to people whose profiles were diametrically opposed. You wouldn’t want to tell an elitist how good he looks in the car or how fast he could go.” The results were impressive; Porsche’s U.S. sales improved nearly 50 percent after a new advertising campaign was launched.

20. Psychographic Segmentation
The Euro-consumer
Successful idealist—comprises from 5 to 20% of the population, consists of persons who have achieved professional and material success while maintaining commitment to abstract or socially responsible ideals
Affluent materialist—status-conscious “up-and-comers,” many of whom are business professionals, use conspicuous consumption to communicate their success to others
The following characteristics come from a research team at D’arcy Massius Benton & Bowles. They focused on Europe and produced a 15-country study entitled: “The Euroconsumer: Marketing Myth or Cultural Certainty?” They identified four lifestyle groups, which are highlighted here and the next slide.

21. Psychographic Segmentation
The Euroconsumer
Comfortable belongers
25 to 50% of a country’s population
Conservative
Most comfortable with the familiar
Content with the comfort of home, family, friends, and community
Disaffected survivors
Lack power and affluence
Harbor little hope for upward mobility
Tend to be either resentful or resigned
Concentrated in high-crime urban inner city
Attitudes tend to affect the rest of society

22. Psychographic Segmentation: Sony’s U.S. Consumer Segments

23. Behavioural Segmentation
Focus on whether people purchase a product, as well as how much and how often they use it
User status
Law of disproportionality/Pareto’s Law —80% of a company’s revenues are accounted for by 20% of the customers
Behaviour segmentation focuses on whether people buy and use a product, as well as how often, and how much they use or consume. Consumers can be categorized in terms of usage rates: for example, heavy, medium, light, and nonuser. Consumers can also be segmented according to user status: potential users, nonusers, ex-users, regulars, first-timers, and users of competitors’ products. Nine country markets generate about 80 percent of McDonald’s revenues. This situation presents McDonald’s executives with strategy alternatives: Should the company pursue growth in the handful of countries where it is already well known and popular? Or, should it focus on expansion and growth opportunities in the scores of countries that, as yet, contribute little to revenues and profits?

24. Benefit Segmentation
Benefit segmentation focuses on the value equation
Value = Benefits / Price
Based on understanding the problem a product solves, the benefit it offers, or the issue it addresses
Marketers of health and beauty aids also use benefit segmentation. Many toothpaste brands are straightforward cavity fighters, and as such they reach a very broad market. However, as consumers become more concerned about whitening, sensitive teeth, gum disease, and other oral care issues, marketers are developing new toothpaste brands suited to the different sets of perceived needs.
The European pet food market represents $30 billion in annual sales. Nestlé discovered that cat owners’ attitudes toward feeding their pets are the same everywhere. In response, a pan-European campaign was created for Friskies Dry Cat Food. The appeal was that dry cat food better suits a cat’s universally recognized independent nature. Likewise, many Europeans are concerned with improving the health and longevity of their pets. Accordingly, Procter & Gamble is marketing its Iams brand premium pet food as a way to improve pets’ health.

25. Ethnic Segmentation
The population of many countries includes ethnic groups of significant size.
Three main groups in the United States include African-Americans, Asian-Americans, and Hispanic Americans.
Hispanic Americans
40-plus million Hispanic US Citizens (14% of total population) with $560 billion annual buying power
Californian Mexicans have after-tax income of $100 billion
The number of Hispanic teens will rise from 12% of the U.S. teen population to 18% in the next decade.
From a marketing point of view, these groups offer great opportunity. Companies in a variety of industry sectors, including food and beverages, consumer durables, and leisure and financial services are recognizing the need to include these segments when preparing marketing programs for the United States.
In the two-year period 1999–2000, new-vehicle registrations by Hispanics in the United States grew 20 percent, twice the overall national growth rate. Honda, Toyota, and other Japanese automakers have been courting U.S. Hispanics for years and have built up a great deal of brand loyalty. Ford and GM are playing catch-up, with mixed results; despite large increases in advertising targeting Hispanics, GM’s market share is slipping. Sales of Corona Extra beer in the United States have grown dramatically recently, thanks in part to savvy marketing to the Hispanic segment. In lower-income neighborhoods, imported premium beer brands represent “affordable luxuries.” Although a six-pack of Corona typically costs at least a dollar more than Budweiser at a local bodega, it is usually priced lower than Heineken. Marketers must understand, though, that many Hispanic Americans live in two worlds; while they identify strongly with the United States, there is also a sense of pride associated with brands that connect to their heritage.

26. Assessing Market Potential
Be mindful of the pitfalls
Tendency to overstate the size and short-term attractiveness of individual country markets
The company doesn’t want to miss out on a strategic opportunity
Management’s network of contacts will emerge as a primary criterion for targeting
After segmenting the market by one or more of the criteria just discussed, the next step is to assess the attractiveness of the identified segments. This part of the process is especially important when sizing up emerging country markets as potential targets. It is at this stage that global marketers should be mindful of several potential pitfalls associated with the market segmentation process.

27. Assessing Market Potential
Three basic criteria
Current size of the segment, growth rate.
Competition
Compatibility with company’s overall objectives and the feasibility of successfully reaching the target audience. (Reachability)

28. Current Segment Size and Growth
Is the market segment currently large enough to present a company with the opportunity to make a profit?
If the answer is no, does it have significant growth potential to make it attractive in terms of a company’s long-term strategy?
India is the world’s fastest growing cell phone market. The industry is expanding at a rate of 50 percent annually, with 5 million new subscribers added every month. Even so, barriers originating in the political and regulatory environments have shackled private-sector growth.
From the perspective of a consumer packaged goods company, for example, low incomes and the absence of a distribution infrastructure offset the fact that 75 percent of India’s population lives in rural areas. The appropriate decision may be to target urban areas only, even though they are home to only 25 percent of the population. Visa’s strategy in China perfectly illustrates this criterion as it relates to demographics: Visa is targeting persons with a monthly salary equivalent to $300 or more. The company estimates that currently 60 million people fit that description; by 2010, the number could include as many as 200 million people.

29. Potential Competition
Is there strong competition in the market segment currently?
Is the competition vulnerable in terms of price or quality?
Over the past several decades, for example, Japanese companies in a variety of industries targeted the U.S. market despite the presence of entrenched domestic market leaders. Some of the newcomers proved to be extremely adept at segmenting and targeting; as a result, they made significant inroads. In the motorcycle industry, for example, Honda first created the market for small-displacement dirt bikes. The company then moved upmarket with bigger bikes targeted at casual riders whose psychographic profile was quite different than that of the hard-core Harley-Davidson rider. In document imaging, Canon outflanked Xerox by offering compact desktop copiers and targeting department managers and secretaries. Similar case studies can be found in earth-moving equipment (Komatsu versus Caterpillar), photography (Fuji versus Kodak), and numerous other industries.

30. Feasibility and Compatibility
Will adaptation be required? If so, is this economically justifiable in terms of expected sales?
Will import restrictions, high tariffs, or a strong home-country currency drive up the price of the product in the target market currency and effectively dampen demand?
If a market segment is judged to be large enough, and if strong competitors are either absent or deemed to be vulnerable, then the final consideration is whether a company can and should target that market. The feasibility of targeting a particular segment can be negatively impacted by various factors. For example, significant regulatory hurdles may be present that limit market access. This issue is especially important in China today. The company may also encounter cultural barriers, as was the case with Tambrands’ efforts to build its feminine-hygiene market. Other marketing-specific issues can arise; in India, for example, three to five years are required to build an effective distribution system for many consumer products. This fact may serve as a deterrent to foreign companies that might otherwise be attracted by the apparent potential of India’s large population.

31. Feasibility and Compatibility
Is it advisable to source locally? Would it make sense to source products in the country for export elsewhere in the region?
Is targeting a particular segment compatible with the company’s goals, brand image, or established sources of competitive advantage?
BMW is one of the world’s premium auto brands. Should BMW add a minivan to its product lineup? As BMW CEO Helmut Panke explained recently, “There is a segment in the market which BMW is not catering to and that is the minivan or MPV segment. We don’t have a van because a van as it is in the market today does not fulfill any of the BMW group brand values. We all as a team said ‘no’ .”

32. Framework for Selecting Target Markets
Demographic information is a starting point but not the decision factor
Product-market must be considered
Market defined by product category
Marketing model drivers must be considered
Factors required for a business to take root and grow
Are there any enabling conditions present?
Conditions whose presence or absence will determine success of the marketing model
Global marketing expert David Arnold has developed a framework that goes beyond demographic data and considers other marketing-oriented assessments of market size and growth potential. Instead of a “top-down” segmentation analysis beginning with, say, income or population data from a particular country, Arnold’s framework is based on a “bottom-up” analysis that begins at the product-market level. After marketing-model drivers and enabling conditions have been identified, the third step is for management to weigh the estimated costs associated with entering and serving the market with potential short- and long-term revenue streams. Does this segment or country market merit entry now? Or, would it be better to wait until, say, specific enabling conditions are established?
The term product-market refers to a market defined by a product category; in the automotive industry, for example, phrases such as “luxury car market,” “SUV market,” and “minivan market” refer to specific product-markets. By contrast, phrases such as “the Russian market” or “the Indian market” refer to country markets.
Marketing model drivers are key elements or factors required for a business to take root and grow in a particular country market environment. The drivers may differ depending on whether a company serves consumer or industrial markets. Does success hinge on establishing or leveraging a brand name? Or, is distribution or a tech-savvy sales staff the key element? Marketing executives seeking an opportunity must arrive at insights into the true driving force(s) that will affect success for their particular product-market.
Enabling conditions are structural market characteristics whose presence or absence can determine whether the marketing model can succeed. For example, in India, refrigeration is not widely available in shops and market food stalls. This creates challenges for Nestlé and Cadbury Schweppes as they attempt to capitalize on Indians’ increasing appetite for chocolate confections. Although Nestlé’s KitKat and Cadbury’s Dairy Milk bars have been reformulated to better withstand heat, the absence or rudimentary nature of refrigeration hampers the companies’ efforts to ensure their products are in saleable condition.

33. Nine Questions for Creating a Product-Market Profile
Who buys our product?
Who does not buy it?
What need or function does it serve?
Is there a market need that is not being met by current product/brand offerings?
What problem does our product solve?
What are customers buying to satisfy the need for which our product is targeted?
What price are they paying?
When is the product purchased?
Where is it purchased?

34. Target Market Strategy Options
Standardized global marketing
Mass marketing on a global scale
Undifferentiated target marketing
Standardized marketing mix
Minimal product adaptation
Intensive distribution

35. Target Market Strategy Options
Concentrated global marketing
Niche marketing
Single segment of global market
Look for global depth rather than national breadth
Ex: Chanel, Body Shop
Differentiated global marketing
Multi-segment targeting
Two or more distinct markets
Wider market coverage
Ex: P&G markets Old Spice and Hugo Boss for Men
A niche is simply a single segment of the global market. In cosmetics, the House of Lauder, Chanel, and other cosmetics marketers have used this approach successfully to target the upscale, prestige segment of the market. Similarly, Body Shop International PLC caters to consumers in many countries who wish to purchase “natural” beauty aids and cosmetics that have not been tested on animals.
Stolichnaya produces three brands of Russian vodka, each targeted at a different market segment: superpremium Stolichnaya Cristal, the premium “base” brand Stolichnaya, and low-priced Privet (the name means “greetings” in Russian).
In the cosmetics industry, Unilever NV and Cosmair Inc. pursue differentiated global marketing strategies by targeting both ends of the perfume market. Unilever targets the luxury market with Calvin Klein and Elizabeth Taylor’s Passion; Wind Song and Brut are its mass-market brands. Cosmair sells Tresnor and Giorgio Armani Gio to the upper end of the market and Gloria Vanderbilt to the lower end. Mass marketer Procter & Gamble, known for its Old Spice and Incognito brands, also embarked upon this strategy with its 1991 acquisition of Revlon’s EuroCos, marketer of Hugo Boss for men and Laura Biagiotti’s Roma perfume. In the mid-1990s, P&G launched a new prestige fragrance, Venezia, in the United States and several European countries. Conversely, in 1997 Estee Lauder acquired Sassaby Inc., owner of the mass-market Jane brand. The move marked the first move by Lauder outside the prestige segment.

36. Positioning
Locating a brand in consumers’ minds over and against competitors in terms of attributes and benefits that the brand does and does not offer
Attribute or benefit
Quality and price
Use or user
Competition
Attribute or benefit: Volvo and safety; Visa is “everywhere you want to be.”
Quality and price: super premium vodkas like Stolichnaya Gold
Use or user: Max Factor is the “makeup that makeup artists use.”
Competition: Body Shop founder, Anita Roddick, emphasized that her products stood for natural ingredients, no animal testing, and recyclable containers.

37. Positioning Strategies
Global consumer culture positioning
Identifies the brand as a symbol of a particular global culture or segment
High-touch and high-tech products
Foreign consumer culture positioning
Associates the brand’s users, use occasions, or product origins with a foreign country or culture
Global consumer culture positioning: “United Colors of Benetton” means the unity of humankind
High-tech: MP3 players, cell phones, luxury cars, financial services, Canon cameras, Adidas
High-touch: Nescafe coffee
Foreign consumer culture positioning: Foster’s. Australian for beer.

38. DHL Global Branding Brand Guide
MARKET DEFINITION
Express, International Door-to-Door
Business-to-Business
Max. 50 kg/pc
Max 250 kg/shpt
CUSTOMER PROFILE
AD HOC:
Small fast-paced companies with many deadlines; Shipping not main job
REGULAR:
Experienced shippers who use express as a part of
day-to-day processes;
Choice of carrier
important to job
ADVANTAGE: Senior logistics managers in international company; Use express in their supply chain to improve service and to gain a competitive advantage
DESIRED CUSTOMER
RESPONSE
DHL is my first choice when I need to send something anywhere in the world fast. I can rely on them to deliver on-time, every time - and they guarantee it.
Doing business with DHL is so easy - they’re only a fingertip away. I can access service or information quickly with one phone call or via the Web. They even have convenient locations where I can drop off my shipments. DHL offer a choice of services that meet my needs - giving me the value for money that I expect from the best.
The DHL team are very helpful and always have the answers to my questions. Even if there is a delay, they can tell me what happened. I can count on personal service - it’s the DHL touch!
I am PROFESSIONAL
(3%)
REASONS TO BELIEVE
I feel CONFIDENT, in control & reassured
(24%)
Overnight, time definite deliveries
Easy access to info & service
I feel CONFIDENT, in control & reassured
Customer-focused
100% on-time delivery
Provide service & Info when I need it
SPEED (29%)
RELIABIL ITY (18%)
ACCESSIBILITY (11%)
Guaranteed delivery
I feel VALUED, understood & appreciated
(15%)
Informs me if any delay and can provide reason/ solution
Build personalised relationships
Efficient
The Best Service at a Premium Price
Credible
HONEST
ACHIEVERS
HELPFUL
FRIENDLY
PERCEPTUAL SHIFTS
Big, Impersonal company
Inflexible, limited service
Care about me and my business
Choice of services
(%) = % influence on choice
4.1
Source: Positioning/Segment Needs Research 1999

39. Which functional and emotional needs drive choice of carrier ?
In addition to the core brand drivers of Speed, Reliability and Accessibility, Emotional benefits also rate very highly in the decision.
Source: Positioning/Segment Needs Research 1999

40. Positioning Strategies
Local consumer culture positioning
Identifies with local cultural meanings
Consumed by local people
Locally produced for local people
Used frequently for food, personal, and household nondurables
Eg. Milo is identified with Malaysia

41. Ends