Chapter 9 Marketing Strategies

1. Chapter 9Marketing Strategies Chapter 9 slides for Marketingfor Pharmacists, 2nd Edition

2. Learning Objectives • Describe three generic marketing strategies. • Explain product life cycles and their implications for pharmacy products and pharmacist services. • Discuss product portfolio management and how pharmacists might use it. • Compare and contrast convenience strategies used by pharmacies. Discuss the potential downside of overreliance on convenience strategies. • Define relationship marketing and explain its advantages over transactional marketing. • Suggest ways of identifying innovative products and services.

3. Generic Marketing Strategies TIP Be cheaper or different. All other strategies are just variations.

4. Three generic strategies Forms of Competitive Advantage Cost Differentiation Cost Leadership Differentiation Broad Number of Target Markets (Scope) Narrow Focus

5. Cost Leadership Differentiation Focus • Low price • Efficiency • Broad product • offering • Broad market • Wal-Mart • Higher price • Unique mix • Broad market • Medicine Shoppe • Higher price • Unique mix, • Narrow market • Independents

6. Choosing an approach • No strategy is inherently better. • Depends on one’s capabilities and environment • Porter says to choose one. • Others disagree.

7. What differentiates you from other pharmacists?

8. Product Life-Cycle Strategies TIP Don’t let your product die an early death. Products, like plants and animals, have a life.

9. Time Product Life Cycle Maturity Introduction Growth Decline

10. Time Alternative Product Life Cycles

11. Lessons for PLC • Any new idea takes time and effort to bear fruit (e.g., pharmaceutical care). • If successful, time and effort must be expended to keep them successful. • All products and innovations eventually die.

12. Portfolio Strategies TIP Consider the mix of your portfolio. A portfolio is all products and services offered by a business.

13. Relative Market Share High Low Question Marks High Stars Product Sales Growth Rate Cash Cows Low Dogs

14. Relative Market Share High Low Herbal Medicines Stars Question Marks High Disease Management Basic Dispensing Product Sales Growth Rate Durable Medical Equipment OTC Medicines Home Healthcare Low Dogs Cash Cows

15. Managing your portfolio • Identify your primary target markets. • Inventory your current service offerings. • Identify which of your current services are viable with your target markets. The goal is to offer different levels of services to the target markets. • Identify which services you need to add or subtract to round out your service portfolio.

16. Convenience Strategies TIP Convenience varies among people and situations. Pharmacy convenience is an important factor in pharmacy patronage.

17. The downside of convenience Fast will soon be slow. It can be expensive. Affects professional image.

18. Types of convenience • Access - easy to reach • Search - easy to identify and select • Possession - easy to obtain • Transaction - easy to purchase and return

19. Conduct a convenience audit • Go through a pharmacy with the eyes of customer. How easy is it to • Get into and through the pharmacy? • Find what you want? • Get what you want? • Purchase what you want?

20. Relationship Marketing Strategies TIP Loyal customers are more profitable. The goal is to keep customers.

21. Goal of relationship marketing (RM) • Build and maintain a base of committed, profitable customers • Attract • Retain • Enhance

22. Lose business through poor service and not meeting needs Bucket Theory of RM Attract business through sales, advertising, promotion Bucket = a company whose goal is to be filled with business

23. To your patients Greater value and less hassle Reduces search Special needs of customer accommodated Customer knows what to expect Simplifies and reduces stress of buying process To your business Loyal customers Purchase more Provide positive word of mouth (WOM) Are less price sensitive Cost less Are more profitable Benefits of RM

24. (1) $ Spent/yr by avg pt. (2) Avg # yrs as customer (3) Customers from WOM (1) x (2) x (3) = Lifetime value __________ __________ __________ __________ The $100,000 customer

25. Do you practice RM? • Do you have formal RM strategies? • Do you commit enough resources to RM? • Are existing patients given concrete reasons to stay with you? • Do you keep a database of patient preferences, likes, and dislikes? • Do you know the lifetime value of customers?

26. Innovation Strategies:Innovate to differentiate. Any change in the 4 P’s offered that customers perceive as new.

27. It’s not an innovation unless someone thinks it is.

28. Innovations can be used to • Find new customers for the product (e.g., pets). • Increase usage for existing products (e.g., loyalty card). • Expand a product line (e.g., offer disease management). • Expand distribution intensity (e.g., more pharmacies). • Expand distribution over a wider geographic area. • Penetrate markets of competitors (e.g., develop a service that will draw away a competitor’s target customers).

29. Innovations can be used to • Find new uses for a product (e.g., baking soda).

30. Disruptive innovations • Technological innovation, product, or service that overturns current market leaders. • When customers are overserved in the market, they seek lower cost, lower quality (but good enough) products. • Substitute OTC for Rx medicine, midwife for obstetrician, ATM pharmacy for local pharmacist. • Lower-end disruptive innovations: dominate an existing market by filling a role in a new market that the older technology could not fill (expensive physician practices competing with low-cost store clinics) • holistic medicine, 24-hour services, convenient health care. • New-market disruptive innovation: fulfills new, unmet need

31. Treating allergies Specialists Family Physicians Nurse Practitioners/ Physician Assistants Self-Care Providers

32. Treating allergies Specialists Office Diagnostics Family Physicians Minute Clinics Nurse Practitioners/ Physician Assistants Rx-to-OTC Self-Care Providers

33. Identifying innovations • Challenge everything. • Focus on the customer’s viewpoint. • Make things easier, faster, cheaper, better. • Tap into emotions.

34. New Market: Travel clinics

35. New Market: Pet Medicine • In the United States, $35.9 billion was spent on pet-related products in 2005; this is increasing 5% each year. • 63% of households have at least one pet. • 73 million dogs (32% of households) • Average vet bill $187 per year • 90 million cats (27% of households) • Average vet bill $147 per year Source: Brandweek.com

36. Expand service intensity: specialty pharmacy

37. Change the experience: holistic pharmacies

38. Increase usage for existing products: customer relationship management (CRM) • Loyalty cards

39. Summary • Pharmacists have traditionally relied on a limited number of marketing strategies in the marketing of their services. • This chapter presents several new strategies.

40. Questions?