PRODUCTS

1. PRODUCTS

2. What is a product? A product is the object of a transaction!

3. What is a product? • It can be a: • Good

4. What is a product? • It can be a: • Good • Service

5. What is a product? • It can be a: • Good • Service • Idea

6. What is a product? • There are, by definition… • CONSUMER PRODUCTS: • Convenience minimal effort… little decision making

7. What is a product? • There are, by definition… • CONSUMER PRODUCTS: • Convenience minimal effort… little decision making • Shopping more involvement

8. What is a product? There are, by definition… CONSUMER PRODUCTS: 3. Specialty high involvement , unique, hobbies

9. What is a product? There are, by definition… CONSUMER PRODUCTS: 3. Specialty high involvement , unique, hobbies 4. Unsought emergencies supplies, etc.

10. What is a product? • And BUSINESS PRODUCTS: • Installations nonportable, facilities and equipment • Accessory equipment used for production • Raw materials • Component parts finished parts to build something else • Process materials used to make other thing, but • disappears or is used up.. Coal • MRO supplies Maintenance, repair & operating • Business services

11. What customers think they are buying

12. What customers is actually buying

16. Life Cycle between Countries

17. The steps in product development:

18. Services

19. Services Most business in the United States is services:

20. Services Few things are pure good or service… it is a continuum

21. Services Few things are pure good or service… it is a continuum Teaching McDonalds Salt Tangible Intangible

22. Differences with service marketing: • Generic • Intangibility experienced not possessed • Production method • Perishable (new term: de-marketing)

24. Differences with service marketing: • Generic • Intangibility experienced not possessed • Production method • Perishable (new term: de-marketing) • Distribution channels • Promotion • Pricing How do you price a service? • Inseparability produced and consumed at same time • Client-based relationships

25. Differences with service marketing: • Contextual differences • Narrow viewpoint • Historical lack of marketing application • Different organization structures • Historical lack of competitive data • Impact of regulation & deregulation • Nonprofit aspects

26. The Service Encounter: • Social elements • Social class • Doctor (surgeon) • Airports • Customer rage • “America’s businesses would save billions if they • find employees who would apologize.”

28. The Service Encounter: 2. Servicescapes The physical area in which the service takes place. Provides physical evidence of intangibles

29. The Service Encounter: 2. Servicescapes The physical area in which the service takes place. Provides physical evidence of intangibles This includes websites http://www.kitco.com/

30. The Service Encounter: 3. Service Quality Search qualities: attributes that can be examined before purchase

31. The Service Encounter: 3. Service Quality Search qualities: attributes that can be examined before purchase Experience qualities: experience before & after Credence qualities: One of the reasons people show diplomas, etc.

32. The Service Encounter: • Service Evaluation • Hard to do… what does it mean? • How do you know if you have any validity?

33. The Service Encounter: • Personnel • Insure QSCV • Q: Quality • S: Service • C: Cleanliness • V: Value Disney was a pioneer….

34. The Service Encounter: • Personnel • Insure QSCV • Staff behavior, appearance, uniforms • Proper people • Interpersonal skills • Behavioral flexibility • Empathy • Marketing plan modifications • Recognitions and awards • Incentive and rewards • Sales and relationship training • Orientation programs • Communications

35. The Service Encounter: • 6. Keys to Service • Quality • Reliability (consistency) • Responsiveness • Assurance (trust and confidence) • Employee training and evaluation • Management • MANAGEMENT!

36. Branding Name, term, sign, symbol, or design or combination of the above that identify good or services of one seller or group of sellers and to differentiate them from those of competitors

39. Strong brands have brand equity

41. Strong brands have brand equity • Brand equity gives, or is created by, • High brand awareness • Brand loyalty • Emotional connection • Price premiums • Product line extensions

42. A brand name should be: Short

43. A brand name should be: Short Easy to remember

44. A brand name should be: Short Easy to remember Create an image

45. A brand name should be: Short Easy to remember Create an image Be legal

46. A brand name could be: • Founder and/or Owner name • Functional name (DuraCell) • Invented names • Experiential names (Magellan) • Evocative names (Apple)

47. Brand Liability Brands can also go bad… • Customer dissatisfaction

48. Brand Liability Brands can also go bad… • Customer dissatisfaction • Product or Service Failures

49. Brand Liability Brands can also go bad… • Customer dissatisfaction • Product or Service Failures • Questionable Practices

50. Brand Liability Brands can also go bad… • Customer dissatisfaction • Product or Service Failures • Questionable Practices • Poor Record on Social Issues