CHAPTER 5: The e-Marketing Mix

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CHAPTER 5 The e-Marketing Mix
Creating value
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Learning objectives

• Apply the elements of the marketing mix in an
  online context
• evaluate the opportunities that the Internet
  makes available for varying the marketing mix
• define the characteristics of an online brand.

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Strategic questions for e-Marketers

• How are the elements of the marketing mix varied
  online?
• What are the implications of the Internet for
  brand development?
• Can the product component of the mix be varied
  online?
• How are companies developing online pricing
  strategies?
• Does place have relevance online?
• How does communication online work strategically?

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The marketing mix

• In 1963 Bartels saida marketer is like a chef
  in a kitchen a mixer of ingredients
• Variables used to define key elements of
  marketing strategy
• From the 4Ps of Jerome McCarthy to the 7Ps of
  Booms and Bitner sometimes referred to as the
  services mix
• 4Ps Product, Price, Place, Promotion
• 7Ps add People, Processes and Physical Evidence

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The Offering

• OFFERINGProduct, packaging, service and brand
• What do you have to OFFER the customer?
• What does this OFFER to other stakeholders
• in the value chain?

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The 4Ps and the 4Cs
Cost
Product
Communications with company
Price
Place
Customer needs and wants
Promotion
Customer convenience
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Mixing the mix online

• Which variables are important for the ideal
  customer?
• Price and quality?
• Where they buy?
• You need to decide on target markets first and do
  the research on the mix variables
• Remember the mix is not generic for all
  customers, but for segments

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The elements of the marketing mix
Figure The elements of the marketing mix
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Product introduced

• The element of the marketing mix that involves
  researching customers needs and developing
  appropriate products
• Core product
• The fundamental features of the product that meet
  the users needs.
• Extended product
• Additional features and benefits beyond the core
  product.

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Extended product options

• Examples
• Add-on services gift wrapping _at_ Amazon
• Endorsements
• Awards
• Testimonies
• Customer lists
• Customer comments
• Warranties
• Guarantees
• Money back offers
• Customer service (see people, process and
  physical evidence)
• Incorporating tools to help users during their
  use of the product
• Information extranets

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Brands

• A brand is described by Leslie de Chernatony and
  Malcolm McDonald in their classic book 1992 book
  Creating Powerful Brands as an identifiable
  product or service augmented in such a way that
  the buyer or user perceives relevant unique added
  values which match their needs most closely.
  Furthermore, its success results from being able
  to sustain these added values in the face of
  competition.

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Branding strategy online
Corporate brandproduct brandservice
brand Websites as brands
All brand Alternatives
Inept Set (-)
Inert Set (?)
Evoked Set ()
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Branding Strategy
Identity
Image
vs.
How we see ourselves...
How others see us...
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Web sites as BRANDS

• What is your company without its Website?
• Amazon.com NOTHING
• Aftonbladet.se STILL A NEWSPAPER
• BRAND LADDER Corporate brand/Product/Service/Peop
  le (CEO)
• Brand Image vs. Brand Identity
• Websites serve many segments
• -Employees (Intranet)
• -Partners/Suppliers (Extranet)
• -Media
• -Students/Educators
• -Shareholders
• -Customers
• -Competitors

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Building brand (Website) loyalty

• Brands are like peopleeach has
• A name
• A look (packaging)
• A demographic description
• A personality
• A branding audit can provide a look at your
  corporate/brand/Website image

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Brands online

• Dayal et al. (2000) say, on the world wide web,
  the brand is the experience and the experience is
  the brand.
• The promise of convenience making a purchase
  experience more convenient than the real-world
  (or for rivals).
• The promise of achievement to assist consumers
  in achieving their goals, for example supporting
  online investors in their decision or supporting
  business people in their day-to-day work.

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Brands -cont.-

• The promise of fun and adventure this is
  clearly more relevant for B2C services.
• Is it???
• The promise of self-expression and recognition
  provided by personalization services such as
  Yahoo! Geocities where consumers can build their
  own web site.
• The promise of belonging provided by online
  communities (Plus trust and reassurance).

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Online brand options

• 1. Migrate traditional brand online.
• 2. Extend traditional brand variant.
• 3. Partner with existing digital brand.
• 4. Create a new digital brand.

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Price implications

• View 1 decreased prices inevitable
• Price transparency
• Customer knowledge increases
• Price reduction and standardization
• View 2 decreased prices unnecessary
• 89 purchase books from first site
• Only 10 are aggressive bargain hunters
• For corporate buyers internal changes are main
  benefit

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Differential pricing

• Options reduce or transfer. Other options
• Precision
• Setting prices more accurately through testing
  (price indifference band)
• Adaptability
• Rapid changes (dynamic pricing).
• e.g. Concert tickets
• Segmentation
• Different charges according to profiling

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MANY WAYS TO PRODUCE REVENUE ONLINE

• Purchase
• Rental or subscription
• Pay per use
• Online advertising sales (banners, pop-ups)
• SPAM (junk e-mail)

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Pricing options

• Cost-plus
• Add profit margin to operational costs
• Target profit pricing
• Based on breakeven
• Competition-based pricing
• Market-oriented
• Premium-pricing
• Penetration pricing

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Evans and Wurster view of place

• Reach This is the potential audience of the
  e-commerce site. Reach can be increased by moving
  from a single site to representation with a large
  number of different intermediaries. Allen and
  Fjermestad suggest that niche suppliers can
  readily reach a much wider market due to search
  engine marketing
• Richness This is the depth or detail of
  information which is both collected about the
  customer and provided to the customer. This is
  related to the product element of the mix.
• Affiliation This refers to whose interest the
  selling organization represents consumers or
  suppliers. This particularly applies to
  retailers. It suggests that customers will favor
  retailers who provide them with the richest
  information on comparing competitive products.

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Place 2 new channel structures

• A. Distintermediation
• B. Reintermediation
• C. Countermediation

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Place 3 channel conflicts

• Dependent on
• 1. A communication channel only.
• 2. A distribution channel to intermediaries.
• 3. A direct sales channel to customers.
• 4. Any combination of the above.

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Place 4 virtual organizations what are they?

• Kraut et al. (1998) suggest the following
  features of a virtual organisation
• Processes transcend the boundaries of a single
  form and are not controlled by a single
  organizational hierarchy.
• Production processes are flexible, with different
  parties involved at different times.
• Parties involved in the production of a single
  product are often geographically dispersed.
• Given this dispersion, co-ordination is heavily
  dependent on telecommunications and data networks.

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Promotion

• Promotion unfortunately has a range of meanings.
  It can be used to describe the marketing
  communications aspect of the marketing mix or,
  more narrowly, as in sales promotion. In its very
  broad sense it includes the personal methods of
  communications, such as face to face or telephone
  selling, as well as the impersonal ones such as
  advertising. When we use a range of different
  types of promotion direct mail, exhibitions,
  publicity, etc we describe it as the promotional
  mix.
• Wilmshurst (1993)

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Promotion tools

• 1 Advertising (broadcast, print, outdoor)
• 2 Sales promotion (prizes, gifts, contests)
• 3 Personal selling (face-to-face or
  voice-to-voice)
• 4 Public relations (relationship communication
  
• with important publics)
• 5 Direct marketing (SPAM, pop-ups, offers)

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Options for replacing people

• Autoresponders These automatically generate a
  response when a company e-mails an organization,
  or submits an online form.
• E-mail notification Automatically generated by a
  companys systems to update customers on the
  status of their order, for example, order
  received, item now in stock, order dispatched.
• Call-back facility Customers fill in their phone
  number on a form and specify a convenient time to
  be contacted. Dialing from a representative in
  the call centre occurs automatically at the
  appointed time and the company pays which is
  popular.
• Frequently Asked Questions (FAQ) For these, the
  art is in compiling and categorizing the
  questions so customers can easily find (a) the
  question and (b) a helpful answer.
• On-site search engines These help customers find
  what theyre looking for quickly and are popular
  when available. Site maps are a related feature.
• Virtual assistants Come in varying degrees of
  sophistication and usually help to guide the
  customer through a maze of choices.

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Methods of managing inbound contacts
Customer defines

• Make contact point clear
• Use FAQ to reduce enquiries (Measure)
• Use drop down lists to categorize query

• Use autoresponse with service promise (number of
  hours)
• Give alternative information source (phone or web
  page)

Receipt acknowledgement

• Large organizations use intelligent software to
  categorize and prioritize messages and forward
  them to relevant staff

Routeing

• Use templates for common responses
• Answer ALL of the questions
• Add question to knowledge base

Response
Follow-up

• Offer callback or follow up for key enquiries
• Use phone if e-mail is not solving problem