What’s inside: RA LIA ST AU NG SA A M GE PL L E EA PA R GE NI S NG CE OF cengageBRAIN.Com ER TY At LAMB HAIR McDaniel RS E M M U S Gardiner LAMB HAIR McDaniel SUMMERS Gardiner View card inside and access 2ND ASIA–PACIFIC EDITION GET ONLINE Other great ways to help you study include games, VIDEOS, CASES, FLASHCARDS, PODCASTS, quizzes AND MORE. • Core marketing concepts! • An innovative approach to teaching and learning marketing principles • Learn anywhere with tear-out chapter review cards • PLUS: interactive online study tools for today’s student PR OP Instructors: resources help make teaching easier – ask your Sales Representative for details Join us on the Internet | Cengage Learning — www.cengagelearning.com.au ISBN: 978-0170193566 For learning solutions, visit cengage.com.au 9 780170 193566 mktg2_sb_93566_cvr_4pp.indd 1-3 2ND ASIA–PACIFIC EDITION Online resources available only with the purchase of a NEW book! 28/08/12 10:43 AM Part 1 An introduction to marketing 2 LIA 1: An overview of marketing ________________________ 2 2: The marketing environment ____________________ 14 Part 2 28 ST RA Customer infor mation AU 3: Consumer decision making ____________________ 4: Business decision making ______________________ 5: Segmenting and targeting markets _____________ 6:Marketing information, decision systems and marketing research ________________________ NG SA A M GE PL L E EA PA R GE NI S NG Brief contents Part 3 Managing the marketing mix 28 48 62 82 98 7: Goods and services _____________________________ 98 8: Branding and packaging ______________________ 106 9: Developing and managing products __________ 116 10: Marketing channels and logistics decisions __ 132 1 1: Integrated marketing communication (IMC) __ 156 1 2: Promotions mix ________________________________ 176 1 3: Pricing_________________________________________ 198 Part 4 218 1 4: Global marketing______________________________ 218 1 5: Marketing strategy____________________________ 234 iStockphoto PR OP ER T Y OF CE The world of marketing iii 00_MKTG_2ed_SB_9780170193566_TXT_4pp.indd 3 22/08/12 5:30 PM Organisation mission LIA Market opportunity analysis Marketing objectives Marketing mix • Product • Distribution AU ST Target market selection RA Marketing strategy Environmental scanning NG SA A M GE PL L E EA PA R GE NI S NG • Promotion • Price Implementation Evaluation PR O PE RT Y OF CE 3 Finding out what benefits people want the organisation to deliver and what they want the organisation to satisfy (market opportunity analysis – see Chapters 3, 4 and 6). 4 Developing a marketing strategy to satisfy the desires of selected target markets by: deciding exactly which wants, and whose wants, the organisation will try to satisfy (target market strategy – see Chapter 5); by setting marketing objectives; and by developing appropriate marketing activities (marketing mix – see Chapters 7 to 13) to satisfy the desires of selected target markets. 5 Looking at the impact on marketing when dealing with international and global markets (see Chapter 14). 6 Understanding the organisation’s mission and the role that marketing plays in fulfilling this vision; implementing the strategy; and periodically evaluating marketing efforts and making changes if needed (see Chapter 15). As we can see in Exhibit 1.2, most of the emphasis in marketing theory is placed on the organisation. However, when you study marketing your base for understanding is couched in your own experiences (we all like to buy things). 10 Learning objective 5 >> Why study marketing? Now that you have been introduced to the meaning of the term marketing and to how the elements of marketing are put into effect by organisations, you may be asking, ‘What’s in it for me?’ or ‘Why should I study marketing?’ These are good questions. Shutterstock.com Exhibit The marketing process 1.2 Part One \ An introduction to marketing 01_MKTG_2ed_SB_9780170193566_TXT_4pp.indd 10 22/08/12 5:00 PM ” Branding is the main tool marketers use to distinguish their products from those of competitors. ” ST Branding has three main purposes: product identification, repeat sales and new-product sales. The first and most important purpose is product ❉ brand identification. Branding allows marketers A name, term, symbol, to distinguish their products from all design or combination others. Many brand names are familiar thereof that identifies to consumers and indicate quality. In a seller’s products and differentiates them from addition, strong brands also have valuecompetitors’ products. to-company boards and accountants, where, like other commodities, they can ❉ brand name be bought and sold. Brands are becoming That part of a brand that can be spoken, including increasingly global in an attempt to letters, words and increase their potential markets and numbers. eventual profits. The term brand equity refers ❉ brand mark The elements of a brand to the value of company and brand that cannot be spoken. names. A brand that has high awareness, perceived quality and brand loyalty ❉ brand equity among customers has high brand equity. The value of company and brand names. A brand with strong brand equity is a valuable asset. What constitutes a good brand name? Most effective brand names have several of the following features. They: • are easy to pronounce (by both domestic and foreign buyers) • are easy to recognise • are easy to remember • are short • are distinctive, unique • describe the product • describe product use • describe product benefits • have a positive connotation • reinforce the desired product image • are legally protectable in home and foreign markets of interest • are translatable into other languages. Obviously, no brand exhibits all of these characteristics. The most important issue is that the brand can be protected for exclusive use by its owner. EN SA GA M GE PL L E EA PA R GE NI S N The market uses of branding Benefits of branding AU 1 >> G Learning Objective RA LIA This chapter will discuss the issues related to branding of goods and services. It will commence with an overview of the purpose and role of branding in the marketing mix, and will then follow with a discussion of branding strategies. The chapter will then move into the related area of packaging before concluding with a discussion on warrantees and guarantees and their role in creating brand perceptions for consumers.1 The success of any business or consumer product depends in part on the target market’s ability to distinguish one product from another. Branding is the main tool marketers use to distinguish their products from those of competitors. Tiger Airways: more a kitten than a king PR OP E RT Y OF C Tiger Airways Group was launched in 2004 into the Australian market as a low-cost option for Singapore Airlines in direct competition to Qantas’ Jetstar. In 2011 the airline reported a $27.2 million operating loss mainly due to the grounding of the airline for much of the 2011 year due to problems with the air safety regulator in Australia. While the airline initially seemed to meet a niche in the market with the low-cost strategy, the lack of attention to the requirements of CASA (the Australian safety regulator) not only saw the airline grounded for two months, but also a loss of market share with customers unwilling to take the risk even with low fares. Indeed, the limited services offered by Tiger, along with the poor performing website and customer service, has relegated the airline to the bottom of the list when it comes to market share. What remains to be seen is how this tarnish on Tiger’s brand might transfer to its mother company, Singapore Airlines. A brand is a name, term, symbol, design or combination thereof that identifies a seller’s products and differentiates them from competitors’ products. A brand name is that part of a brand that can be spoken, including letters (GMH, YMCA), words (Ford) and numbers (WD-40, 7-Eleven). The elements of a brand that cannot be spoken are called the brand mark – for example, the well-known MercedesBenz and Qantas Airlines symbols. Chapter Eight \ Branding and packaging 08_MKTG_2ed_SB_9780170193566_TXT_4pp.indd 107 107 22/08/12 4:57 PM AAP Image Marketing strategy and plans PR OP Financial performance ER TY OF CE NG SA A M GE PL L E EA PA R GE NI S NG AU ST RA LIA It should now be apparent that the marketing strategies and plans must be drawn from the organisational strategy. In the same way, financial, information technology, human resource management and any other key element of an organisation must be aligned to the organisational strategy. This section will look specifically at marketing strategy and the subsequent marketing plan. Marketing strategy is the longerterm view of the marketing effort for an organisation. The marketing plan provides the application planning tools and This electric car recognises future demand for a car with no emissions. responsibilities necessary to ensure that marketing activities are conducted at the appropriate time by the appropriate An organisation’s strategic plan is normally based around person in order to achieve the marketing strategy. the five stages of: Specifically, it can be said that 1 defining the company mission marketing strategy management ❉ marketing strategy 2 setting company objectives and goals The activities of selecting addresses several long-term decisions 3 designing the business portfolio and describing one or that will affect the organisation’s long4 planning the marketing and other functional activities more target markets term performance, its allocation of and developing and 5 implementation, evaluation and control. resources and, ultimately, its success. maintaining a marketing Hence, strategic planning covers the entire activities of mix that will produce These issues include: the organisation. For larger organisations this will include mutually satisfying 1What is the organisation’s main the use of SBUs and each functional area. Developing exchanges with target marketing activity at a particular functional strategies and plans is the fourth stage in the markets. time? strategic planning process. One technique for identifying ❉ marketing 2 How will it reach its goals? opportunities is to seek strategic windows. A strategic planning 3 What are the appropriate target window is the identification of an opportunity for a Designing activities market(s)? limited period in the future and managing the organisation’s relating to marketing 4What are the most appropriate objectives and the resources so that there is a fit between changing marketing marketing objectives for the ❉ strategic window the key market needs and the ability of environment. The limited period during organisation for each of the target the organisation to meet those needs which the ‘fit’ between market(s)? at an optimum level. the key requirements of a 5 What is the appropriate marketing mix for each product In the next section, we will focus on market and the particular in each market such that satisfactory exchanges of value competencies of an the development of marketing strategies occur for the organisation and the customer? organisation are at an and plans that are in line with the optimum. In contrast, operating decisions, such as those made in company’s overall strategic plan. the development and implementation of the marketing plans, probably won’t have a big impact on the long-run profitability of the company. For example, deciding to change the supplier of cardboard boxes for packaging cornflakes won’t impact directly on the longStrategic window term goals of the organisation and are the sorts of decisions that corporate management doesn’t need to be involved in. Marketing planning involves designing activities relating to marketing Today Five years objectives and the changing marketing in the future environment. Marketing planning is the basis for all marketing strategies and decisions. Issues such A graphic showing how existing and potential opportunities would map Exhibit over five years. The strategic window is to align the resources to take as product lines, distribution channels, marketing 15.2 advantage of the opportunity in the future communications and pricing are described in 238 Part 4 \ The world of marketing 15_MKTG_2ed_SB_9780170193566_TXT_4pp.indd 238 22/08/12 4:53 PM environmental management When a company implements strategies that attempt to shape the external environment within which it operates. SWOT analysis Identifying internal strengths (S) and weaknesses (W) and also examining external opportunities (O) and threats (T). IA Marketing mix (created by management) Product Place Promotion Price External environment (uncontrollable by management) Demographics Competition People born between 1943 and 1963. Ever-changing marketplace Social change CE NG SA A M GE PL L E EA PA R GE NI S N LO2 baby boomers Internal (within the organisation) RA L Collection and interpretation of information about forces, events and relationships in the external environment that may affect the future of the organisation or the implementation of the marketing plan. how it affects an organisation The external marketing environment consists of sociocultural, economic, technological, political and legal, and competitive variables. Marketers generally cannot control the elements of the external environment. Instead, they must understand how the external environment is changing and the impact of change on the target market. Then marketing managers can create a marketing mix to effectively meet the needs of target customers. ST LO1 environmental scanning LO1 Discuss the external environment of marketing and explain AU key terms Learning Outcomes Target market Policitical and legal factors personalised economy Delivering goods and services at a good value on demand. Generation X People born between 1964 and 1981. Generation Y People born between 1981 and 2000. Generation Z People born between 2000 and present. component lifestyle The practice of choosing goods and services that meet one’s diverse needs and interests rather than conforming to a single, traditional lifestyle. LO3 multiculturalism When a society has more than one ethnic culture, the society receives benefits as a result of this diversity. LO4 inflation The overall general upward price movement of goods and services in an economy, usually as measured by the Consumer Price Index. Over time, as the costs of goods and services increase, the value of the dollar falls because people won’t be able to purchase as much with a dollar. recession OF A period of general economic decline; specifically, a decline in GDP for two or more consecutive quarters. ER TY LO5 primary research Pure research that aims to confirm an existing theory or to learn more about a concept or phenomenon. applied research Attempts to develop new or improved products. LO7 global competition PR OP The strategy an organisation adopts to provide the same product in all markets around the world. international competition The strategy an organisation adopts to provide products that are usually different or modified in some way to different countries. 2 C Economic conditions G review chapter 02 Environmental scanning (To monitor change in the external environment) Technology LO2 Describe the sociocultural factors that affect marketing Within the external environment, sociocultural factors are perhaps the most difficult for marketers to anticipate. Several major social trends are currently shaping marketing strategies. First, people of all ages have a broader range of interests, defying traditional consumer profiles. Second, changing gender roles are bringing more women into the workforce and increasing the number of men who shop. Third, the greater number of dual-career families has led to a poverty of time, creating a demand for time-saving goods and services. LO3 Explain the importance to marketing managers of multiculturalism and growing ethnic markets Multiculturalism is the recognition and celebration of ethnic groups that add diversity to society. Growing multiculturalism makes the marketer’s task more challenging, as niches within ethnic markets may require micromarketing strategies. A third strategy is to seek common interests, motivations or needs across ethnic groups. LO4 Identify consumer and market reactions to the state of the economy Marketers are currently targeting the increasing number of consumers with higher discretionary income by offering higher-quality, higher-priced goods and services. During a time of inflation, marketers generally attempt to maintain level pricing in order to avoid losing customer brand loyalty. During times of recession, many marketers maintain or reduce prices to counter the effects of decreased demand; they also concentrate on increasing production efficiency and improving customer service. LO5 Identify the impact of technology on an organisation Monitoring new technology is essential to keeping up with competitors in today’s marketing environment. Often an organisation can develop a myopic view of the world because it is constantly dealing with day-to-day activities and not considering how things can change. The Marketing Environment 17_MKTG_2ed_SB_9780170193566_TXT_4pp.indd 257 22/08/12 4:51 PM
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