Part 4 PRODUCT AND PRICE DECISIONS Dr. Chen, Principle of Marketing 10: Product, Branding, and Packing Concepts 11: Business Markets and Buying Behavior 12: Developing and Managing Prices 13: Marketing Channels and Supply-Chain Management 14: Retailing, Direct Marketing, and Wholesaling Dr. Chen, Principle of Marketing Chapter 11 Developing and Managing Goods and Services Professor Jason C. H. Chen, Ph.D. School of Business Administration Gonzaga University Spokane, WA 99258 chen@jepson.gonzaga.edu Dr. Chen, Principle of Marketing Learning Objectives Understand how companies manage existing products through line extensions and product modifications Describe how businesses develop a product idea into a commercial product Know the importance of product differentiation and the elements that differentiate one product from another Explain product positioning and repositioning Dr. Chen, Principle of Marketing 4 Learning Objectives Understand how product deletion is used to improve product mixes Understand the characteristics of services and how these characteristics present challenges when developing marketing mixes for service products Be familiar with organizational structures used for developing and managing products Dr. Chen, Principle of Marketing 5 Managing Existing Products Organizations can benefit by capitalizing on existing products Weaknesses and gaps can be identified by assessing the composition of the current product mix Analysis can lead to improvement of the product mix through: extensions Line __________ modifications Product ____________ Dr. Chen, Principle of Marketing 6 Line Extensions A line extension is development of a product closely related to existing products but designed specifically to meet different customer needs. risky and less costly Less _____ _____ than introducing a new product Line extensions may: Focus on a different market segment Increase sales within the same market segment Success of a line extension is enhanced when a: image Parent brand has a high-quality brand ______ Good fit between the line extension and its parent exists Dr. Chen, Principle of Marketing 7 Product Modifications A product modification means changing one or more characteristics of a product Differs from a line extension because the original drops from the product line product ______ Improves a firm’s product mix under certain conditions Product must be modifiable Customers must recognize the modification Modification should be consistent with customers’ desires Dr. Chen, Principle of Marketing 8 Types of Product Modifications Quality modifications _________ • Changes relating to a product’s dependability and durability (increase leg room in the seating area) Functional modifications ___________ • Changes that affect a product’s versatility, effectiveness, convenience, or safety (Bing search from M/S to make searching more “social”. Aesthetic modifications • Changes the sensory appeal of a product (pros: differentiation cons: ___________value; subjective product _____________; eg., Louis Vuitton) Dr. Chen, Principle of Marketing 9 Developing New Products Developing new products enhances product mix and adds depth to a product line A new product can be: An innovative product that has never been sold by any organization A modified product that existed previously A product a specific company has not marketed previously Viewed as new when it is brought to one or more markets from another market Introducing new products can be expensive and risky New product failures often occur and can create major financial problems for an organization Failing to introduce new products is also risky However, _________ Companies can lose market share with failure to innovate and keep up with competitive products Dr. Chen, Principle of Marketing 10 Figure 11.1 - Phases of New-Product Development New-product development process is a seven-phase process for introducing products A product can be viewed as new when it is brought to one or more markets from another market (e.g., Daimler brought its Smart Car to US had been out in Europe for years) Dr. Chen, Principle of Marketing Idea generation Idea generation Screening Screening testing ConceptConcept testing Business analysis Business analysis development ProductProduct development Test marketing Test making Commercialization Commercialization 11 1. Idea Generation Ideas can come from several sources Internal • • • • • Marketing managers Researchers Sales personnel Engineers Other organizational personnel External • • • • Customers Competitors Advertising agencies Management consultants • Research organizations 3M post-it Notes came from an employee – a church choir member, he used slips of paper to mark songs in his hymnal. Dr. Chen, Principle of Marketing 12 2. Screening Screening means selecting ideas with greatest potential for further review Ideas are analyzed to determine whether they match the organization’s objectives and resources Keeping the product idea in focus and on track by understanding consumer needs and wants is the key to success A checklist is often used encouraging evaluators to be systematic Most new products are rejected during this phase Dr. Chen, Principle of Marketing 13 3. Concept Testing Concept testing is presenting potential buyers with a product idea To determine their attitudes and initial buying intentions regarding the product Low-cost procedure The result of concept testing can help marketers understand which attributes and benefits are most important to potential customers Dr. Chen, Principle of Marketing 14 4. Business Analysis Business analysis involves evaluating a product idea to determine its potential contribution to the firm’s sales, costs, and profits Marketers ask a series of questions Results supply the specifics needed to estimate potential sales, costs and profits Analysis based on estimates (for return on investment) Breakeven analysis ___________ Payback analysis For example, when HP launched its TouchPad tablet computer, the business analysis did not signal to the company that the competitive environment and profit margins would cause the firm to withdraw this product shortly after its launch. Dr. Chen, Principle of Marketing 15 5. Product Development Product development is determining if producing a product is technically feasible and cost effective prototype Idea is converted into a test _________ Overall functioning of the prototype is tested Determining the quality to be built into the product This phase is lengthy and expensive so a small number of product ideas are put into development Dr. Chen, Principle of Marketing 16 6. Test Marketing Test marketing is a limited introduction of a product in geographic areas chosen to represent the intended market Aims to determine the extent to which potential customers will buy the product Exposes a product in a natural marketing environment to measure its sales performance Measures the extent of brand awareness _________ Risks interfere Expensive and Competitors may try to ________ Clearly, not all products that are test-marketed are launched. At times, problems discovered during test marketing cannot be resolved. Dr. Chen, Principle of Marketing 17 7. Commercialization Plans for full-scale manufacturing and marketing are refined and settled, and budgets are prepared Marketers analyze results of test marketing Necessary changes to the marketing mix are made Decisions on warranties, repairs and replacement parts are made Rollout - Product is introduced in stages Starting in one geographic area and gradually expanding into adjacent areas Dr. Chen, Principle of Marketing 18 Stages of Commercialization Introduction in test cities Market coverage of the states where the test cities are located Marketing efforts be extended into adjacent states Remaining states be covered in stage Dr. Chen, Principle of Marketing 19 Figure 11.2 - Stages of Expansion into a National Market During Commercialization Dr. Chen, Principle of Marketing 20 PRODCUT DIFFERENTIATION THROUGH QUALITY, DESIGN, AND SUPPORT SERVICES Dr. Chen, Principle of Marketing 21 Product Differentiation Product differentiation is a process of creating and designing products that are perceived as different from other products Three aspects to be considered when creating and offering products for sale Product quality Product design and features Product support services Dr. Chen, Principle of Marketing 22 Product Quality Quality refers to the overall characteristics of a product that allow it to perform as expected in satisfying customer needs Concept of quality varies between consumer and business markets Dimensions of quality Level of quality: Amount of quality a product _______ possesses (customer satisfaction was ranked) Consistency of quality: Degree to which a product ___________ has the same level of quality over time (FedEx delivers more than 99 percent of overnight packages on time) Dr. Chen, Principle of Marketing 23 Product Design and Features Product design • How a product is conceived, planned and produced. • Good design (more than just appearance) is one of the best competitive advantages any brand can possess. • Styling: Physical appearance of a product Product features • Specific design characteristics that allows a product to perform certain tasks • By adding or subtracting features, a company can differentiate its products from their competitors. sustainable competitive advantage, marketers For a brand to have a __________ must determine the product designs and features that customers desire. Dr. Chen, Principle of Marketing 24 Product Support Services Customer services: Human or mechanical efforts or activities a company provides Adds value to a product Differentiates a company’s products from competitors’ Profoundly affects customer satisfaction Consumers infer a higher level of quality from the availability of add-on services Examples include: Delivery/Installation Financing Customer training Warranties/Guarantees Repairs Layaway plans Convenient hours Adequate parking Toll-free numbers Websites Dr. Chen, Principle of Marketing 25 PRODUCT POSITIONING AND REPOSITIONING Dr. Chen, Principle of Marketing 26 Product Positioning Product positioning refers to the decisions and activities intended to create and maintain a certain concept of the firm’s product in customers’ minds Product is positioned so that it appears to have the characteristics that the target market most desires Perceptual maps (Fig. 11.3) are created by questioning a sample of consumers about their perceptions of products, brands and organizations with respect to two or more dimensions For example, how customers perceive selected pain relievers in regard to price and type of pain for which the products are used) . Dr. Chen, Principle of Marketing 27 Figure 11.3 - Hypothetical Perceptual Map of Pain Relievers Dr. Chen, Principle of Marketing 28 Bases for Positioning Head-to-head • Product’s performance characteristics are equal to those of competitive brands and if the product is priced lower (PepsiCo vs. Coca-Cola); or even the price is higher (Samsung vs. Apple) Avoid competition • Brand has unique characteristics that are important to some buyers (Volvo positioned itself for its safety) • Product’s performance characteristics do not differ significantly from those of competing brands. Specifically based • Product attributes and features (iPhone’s attributes such as its unique shape, easy-to-use touchscreen and its access to iTunes) Other bases • Price • Quality level • Benefits Dr. Chen, Principle of Marketing 29 Repositioning Evaluating the positions of existing products Brand’s market share and profitability may be strengthened 2013 Ford Fusion was repositioned as a sporty-looking, sporty-handling, mid-sized care with gas savings. Repositioning can be accomplished by: Physically changing the product, price, or distribution Changing product image through promotional efforts Aiming at a different target market. When introducing a new product into a product line, one or more existing brands may have to be repositioned to minimize cannibalization of established brands and thus ensure a favorable reposition for the new brand. Dr. Chen, Principle of Marketing 30 Product Deletion Product deletion means eliminating a product from the product mix Systematic review allows an organization to improve a product or delete a product Declining products reduce profitability and drain resources A dying product may lose favor with customers and negative feelings may transfer to a company’s other products Three ways of product deletion Phase _______-out: Allows a product to decline without a change in marketing strategy Run _____-out: Exploits any strengths left in the product It is commonly taken for technologically obsolete products such as older models of computer and CD players. Often, the price is reduced to get a sales spurt. Immediate drop: Used when losses are too great Dr. Chen, Principle of Marketing 31 Product Deletion Process Dr. © Chen, of Marketing Copyright 2014Principle South-Western, Cengage Learning. ALL RIGHTS RESERVED. 12-32 MANAGINING SERVICES Dr. Chen, Principle of Marketing 33 Dr. Chen, Principle of Marketing 34 Service An intangible product that involves a deed, a performance, or an effort that cannot be physically possessed A service is not the same as customer service Homesourcing A practice whereby customer contact jobs are outsourced into workers’ homes Dr. © Chen, of Marketing Copyright 2014Principle South-Western, Cengage Learning. ALL RIGHTS RESERVED. 13-35 Services as Products Services are of increasing importance to U.S. economy Represent 70% of U.S. GDP Long-term economic growth and lifestyle changes have encouraged service sector expansion Business services have grown as the business environment becomes more complex Dr. © Chen, of Marketing Copyright 2014Principle South-Western, Cengage Learning. ALL RIGHTS RESERVED. 13-36 Characteristics of Services Intangibility _____________ • Service is not physical and cannot be touched Inseparability of production and consumption • Shared responsibility between the customer and service provider in giving and receiving the service Perishability ____________ • Unused service capacity of one time period cannot be stored for future use (important topic for Revenue Management) Dr. Chen, Principle of Marketing 37 Characteristics of Services Heterogeneity • Variation in quality Client-based relationships • Interactions that result in satisfied customers who use a service repeatedly over time Customer contact • Level of interaction between provider and customer needed to deliver the service Dr. Chen, Principle of Marketing 38 Customer Contact The level of interaction between provider and customer needed to deliver the service The look of facilities plays an important role in high-contact industries Well-trained, satisfied employees are essential High Health Care Real Estate Spa Services Dr. © Chen, of Marketing Copyright 2014Principle South-Western, Cengage Learning. ALL RIGHTS RESERVED. Low Level of Contact Tax Filing Auto Repair Dry Cleaning 13-39 Development of Services The characteristics of services create marketing challenges and opportunities Services generally come in a bundle: Core Service – The basic service experience a _____ customer expects to receive (tutoring) ______________ Supplementary Services – One or more supportive services used to differentiate the service bundle from competitors’ (outlines, handouts and online practice questions) Heterogeneity allows for customization, which creates a competitive advantage Dr. Chen, Principle of Marketing 40 Pricing of Services Pricing should consider consumer price sensitivity, nature of the transaction, and costs Prices can be based on performance of specific tasks, time, and level of demand Services can be offered at one price, separately, or a combination of the two How about perishable products/services: Customers rely on price as an indicator of quality Marketers must decide whether to bundle options and how to price bundles Dr. Chen, Principle of Marketing 41 Distribution of Services Marketers deliver services in a variety of ways At the service provider’s facility (health-care) At customer’s home or business (carpet cleaning) With no face-to-face contact (at “arm’s length”) Electric, Internet, Cable TV, Phone services They can be costly but essential in keeping customers satisfied and maintaining market share) Marketing channels for services are usually short and direct Some services use intermediaries (travel and insurance agents) Inventory management is a serious concern for services Dr. Chen, Principle of Marketing 42 Promotion of Services Tangible cues are a typical way to promote services Intangibility results in promotion-related challenges Advertisements for services show pictures of facilities, equipment, and service personnel Personal selling can help customers visualize the service experience Word-of-mouth communication is important Dr. Chen, Principle of Marketing 43 Organizing to Develop and Manage Products Product manager • Responsible for a product, a product line, or several distinct products that make up an interrelated group within a multiproduct organization. Brand manager • Responsible for a single brand Venture team • Responsible for all aspects of developing a product • Research and development • Production and engineering • Finance and accounting • Marketing Both product and brand managers operate cross-functionally to coordinate the activities, information, and strategies involved in marketing an assigned product. 44 Dr. Chen, Principle of Marketing Video Case 11.1 DO AXE PRODUCTS MAKE MEN MORE DESIRABLE? Dr. Chen, Principle of Marketing 45 Discussion Point Do AXE Products Make Men More Desirable? To effectively manage the brand, Unilever has regularly developed new products AXE’s product features are both tangible and psychological Love them or hate them, AXE commercials leave an indelible impression Take a look at the website Dr. © Chen, of Marketing Copyright 2014Principle South-Western, Cengage Learning. ALL RIGHTS RESERVED. 12-46 SUMMARY AXE is the number one male grooming brand in both the United States and Canada. The company’s advertisements feature women who are very attracted to men who wear AXE body spray. AXE believes the provocative ads are important because they get the attention of men 18-24 years old, the company’s target demographic. AXE has extended their product line to include other grooming products such as shower gel to continue to meet the needs of young men. However, the ads and the products also appeal to pre-teens who want to feel more confident, which could damage AXE’s “sexy” perception. Dr. Chen, Principle of Marketing 47 1. How has AXE managed its product mix? AXE’s product mix must satisfy its target market— men between the ages of 18 and 24. When they first entered the American market, the company needed to get young men to purchase body spray. Once AXE body spray was successful, the company engaged in line extensions and product modifications in order to keep existing customers and attract new ones. AXE’s products help young men develop an “AXE Lifestyle.” Dr. Chen, Principle of Marketing 48 2. How has AXE used line extensions to increase its reach among consumers? AXE uses line extensions in several ways. It release new scents every year, and it has introduced hairstyling, aftershave, skin care, and shower gel products. AXE has also developed products for women that compliment its men’s products. Dr. Chen, Principle of Marketing 49 3. Why are younger generations attracted to AXE products? During preadolescence many young men become more conscientious of their appearance and how attractive they are to the opposite sex. AXE provides a way for them to feel more confident about their body image. Dr. Chen, Principle of Marketing 50 PORTER’S FIVE COMPETITIVE FORCES MODEL NEW MARKET ENTRANTS •Switching cost •Access to distribution channels •Economies of scale THE FIRM INDUSTRY COMPETITORS •Cost-effectiveness •Market access •Differentiation of product or service •Selection of suppler •Threat of backward integration SUPPLIERS SUBSTITUTE PRODUCTS & SERVICES Threats Bargaining power Dr. Chen, Principle of The Marketing Dr. Chen, Trends of the Information Systems Technology •Redefine products and services •Improve price/performance •Buyer selection •Switching costs •Differentiation CUSTOMERS 51 TM -51 N Generic Strategies Framework Michael Porter describes how businesses can build a sustainable competitive advantage “fundamental basis of above-average performance in the long run is sustainable competitive advantage.” He identified three primary strategies for achieving competitive advantage: ______ Cost leadership - lowest-cost producer Differentiation- product/service is with unique feature _____________ Focus - limited scope; occupy narrow market niche _______ where the products/services can stand out by virtue of their cost leadership or differentiation. 52 Dr. Chen, Principle of Marketing Figure 1.2: Porter’s Generic Strategy Framework – 3 Strategies for achieving Competitive Advantage Competitive Advantage Lower Cost Position Industrywide (Broad Target) Particular Segment only (Narrow Target) Overall Cost Leadership Uniqueness Perceived by Customer Differentiation Focus N Competitive Mechanism Dr. Chen, Dr. Chen, The Trends Principle of the of Marketing Information Systems Technology TM -53 53 Business Strategies and its Competitive Advantage Lower Cost Position Industry wide (Broad Target) Particular Segment only (Narrow Target) Uniqueness Perceived by Customer Cost Leadership Differentiation Cost Focus Differentiation Focus Industrial economy Knowledge-based economy Competitive Mechanism Dr. Chen, Dr. Chen, The Trends Principle of the of Marketing Information Systems Technology N TM -54 54 Dynamic Environment Strategies Porter’s model is useful for diagnostics, or understanding how a business seeks to profit in its chosen marketplace, and for prescriptions, or building new opportunities for advantage Porter model was developed at a time where the rate of change in any given industry was slow and _________. manageable (i.e., stable) relatively _____ Newer models were developed to take into account the increasing turbulence and velocity of the marketplace Dr. Chen, Principle of Marketing 55