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Integrated Services Marketing Communications

The Need for Coordination in Marketing Communication

Key Service Communication Challenges

Five Categories of Strategies to Match Service Promises with Delivery

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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

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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

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

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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

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(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

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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Source: http://www.newdhl.com/advertising.asp?cid=dhlbt1hmpg1

DHL’s Integrated Marketing Campaign

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DHL’s Outdoor Advertising

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DHL’s Print Advertising

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DHL’s Print Advertising Links to Employees