Transcript Chapter 16
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Part 6
MANAGING
SERVICE
PROMISES
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Provider Gap 4
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Key Factors Leading to Provider Gap 4
Integrated Services Marketing
Communications
Chapter16-4
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The Need for Coordination in Marketing
Communication
Key Service Communication Challenges
Five Categories of Strategies to Match
Service Promises with Delivery
McGraw-Hill/Irwin
Copyright © 2009 by The McGraw-Hill Companies, Inc. All rights reserved.
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Objectives for Chapter 16:
Integrated Services Marketing Communications
Discuss the key service communication
challenges.
Introduce the concept of integrated service
marketing communications.
Discuss ways to integrate marketing
communications in service organizations.
Present specific strategies for addressing service
intangibility, managing promises, managing
customer expectations, educating customers, and
managing internal communications.
Communications and the Services
Marketing Triangle
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Integrated Services Communications
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
Five Major Approaches to Overcome
Service Communication Channels
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(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
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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
Services Advertising Strategies Matched
with Properties of Intangibility
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(2) Approaches for Managing Service
Promises
Create a strong service brand
Coordinate external communication
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Service Branding Model
(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
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(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
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(5) Approaches for Managing Internal
Marketing Communication
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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
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Interactive Imagery: Travelers
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Service Brand Icon: The GEICO Lizard
Focusing on Tangibles Associated with
the Service: The Sierra Club
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Best Practices for Closing the
Communication Gap (Gap 4)
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Employing integrated services marketing
communication strategies around everything
and everyone that sends a message or
signal.
Manage customer expectations effectively
throughout the experience.
Develop mechanisms for internal
communication to avoid over-promising and
ensure successful delivery.
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DHL’s Integrated Marketing Campaign
Source: http://www.newdhl.com/advertising.asp?cid=dhlbt1hmpg1
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DHL’s Outdoor Advertising
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DHL’s Print Advertising
DHL’s Print Advertising Links to
Employees
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Service Brand Icons
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“Relax, It’s FedEx” Campaign
Campaign objective:
demonstrate that FedEx’s portfolio of services will help
businesses meet their needs more effectively
Aimed at all businesses:
from small businesses to corporate customers
Integrated marketing communications campaign
involves TV, print, and radio ads
the message: the reliability that customers have come to
expect is now more certain than ever, so they can “relax”
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FedEx Print Advertisements
Ad copy:
Keeping costs down is the most
important thing.
Right after the 107 other things.
Give your customers what they want, when
they want it with FedEx Ground and the vast
FedEx® transportation portfolio. It's a
variety of services that is sure to meet your
variety of transportation needs. Like giving
you product visibility throughout the delivery
process via FedEx InSight® so you can
increase customer expectations and
customer service all while keeping costs
down. To find out everything we can do for
you call 1.800.Go.FedEx
(1.800.463.3339).
distribution.fedex.com/01
Relax, it's FedEx.
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FedEx Print Advertisements
Ad copy:
Make your customers happy, even
when they're not.
Turn dissatisfied customers into
customers who come back. FedEx Ground
and the FedEx® transportation portfolio
can give you a returns process that's easy
for your customers and cost effective for
you. Giving the customer what they want,
when they want is a must. No matter how
many tries it takes. To find out what we
can do for you call 1.800.Go.FedEx
(1.800.463.3339).
retail.fedex.com/03
Relax, it's FedEx.
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FedEx Website
www.fedex.com
easy to use
ties in with whole value proposition of campaign
Print ads drive customers to websites with
information on how FedEx provides
solutions for specific industries:
retail, wholesale, apparel
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Sports Sponsorship
Does not tie in directly with the “Relax, It’s FedEx”
campaign, but increases brand awareness
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FedEx: Metrics for IMC Campaign
FedEx must be able to evaluate the
effectiveness of integrated marketing
communication campaign
customer surveys and focus groups about brand
awareness
number of telephone inquiries
number of website hits and click-throughs
number of shipments by customer segment
growth in sales since campaign inception
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FedEx: IMC Campaign Effectiveness
Consistency of message
Use narratives to demonstrate service
experience
Presents vivid information
Promises what is possible
Encourages word-of-mouth communication
Indirectly features service customers
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FedEx: Internal Communications
Service employees must be well versed in what
ads are promising
Knowledge of services offered across the
organization
call centers
web design
e-mail response mechanisms
InSight (new service offered)
Cross-functional communication
operations
public relations/marketing