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Professor TakadaProfessor Takada
Product, Services, and Product, Services, and Branding StrategyBranding Strategy
6 a
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Professor TakadaProfessor Takada7-2
ROAD MAP: Previewing the Concepts
• MM ajor classifications of products and ajor classifications of products and services.services.
• Product decisions: Product decisions: – Individual product decisionsIndividual product decisions– Product line decisionsProduct line decisions– Product mix decisionsProduct mix decisions
• Branding strategy: Branding strategy: – brand positioning, name selection, brand positioning, name selection,
sponsorship, and development.sponsorship, and development.
• Four characteristics that affect the Four characteristics that affect the marketing of a service.marketing of a service.
• Other issues.Other issues.
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Professor TakadaProfessor Takada7-3
At the heart of a great brand is a great product
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Professor TakadaProfessor Takada7-4
ROAD MAP
• Product and the major classifications of Product and the major classifications of products and services.products and services.
• Describe the individual product decisions: Describe the individual product decisions: – product and service attributes, branding, product and service attributes, branding,
packaging, labeling, and product support services.packaging, labeling, and product support services.
• Discuss branding strategy: Discuss branding strategy: – brand positioning, name selection, sponsorship, brand positioning, name selection, sponsorship,
and development.and development.
• Identify the four characteristics that affect Identify the four characteristics that affect the marketing of a service.the marketing of a service.
• Discuss other issues.Discuss other issues.
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Professor TakadaProfessor Takada7-5
What is a Product?• Anything that can be offered to a market for Anything that can be offered to a market for
attention, acquisition, use, or consumption attention, acquisition, use, or consumption and that might satisfy a want or need.and that might satisfy a want or need.– physical objects, services, events, persons, places, physical objects, services, events, persons, places,
organizations, ideas, or some combination.organizations, ideas, or some combination.
What is a Service? • A form of product that consists of activities, benefits, or A form of product that consists of activities, benefits, or
satisfactions offered for sale that are essentially intangible satisfactions offered for sale that are essentially intangible and do not result in the ownership of anything.and do not result in the ownership of anything.
– banking, hotel, airline, retail, tax preparation, home banking, hotel, airline, retail, tax preparation, home repairs.repairs.
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Professor TakadaProfessor Takada7-6
The Product-Service Continuum
Sugar Restaurant College Education
Pure Tangible Good
Pure Service
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Professor TakadaProfessor Takada7-7
Levels of a Product
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Professor TakadaProfessor Takada7-8
Consumer Products
Convenience Products
• Purchased frequently and immediately
• Low priced
• Mass advertising
• Many purchase locations– Examples: candy, soda, newspapers
Shopping Products
• Bought less frequently
• Higher price
• Fewer purchase locations
• Comparison shop – Examples: furniture, clothing, cars,
appliancesUnsought Products
• New innovations
• Products consumers do not want to think about
• Require much advertising and personal selling•Examples: life insurance, cemetery plots, blood donation
Industrial Products
Materials and PartsRaw materials, manufactured
materials, and parts
Materials and PartsRaw materials, manufactured
materials, and parts
Capital ItemsProducts that aid in
buyer’s production or operations
Capital ItemsProducts that aid in
buyer’s production or operations
Supplies and Services Operating supplies, repair,
and maintenance items
Supplies and Services Operating supplies, repair,
and maintenance items
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Professor TakadaProfessor Takada7-9
Other Market Offerings
• OrganizationsOrganizations: : – Profit (businesses) and nonprofit (schools and Profit (businesses) and nonprofit (schools and
churches).churches).
• PersonsPersons: : – Politicians, entertainers, sports figures, doctors, and Politicians, entertainers, sports figures, doctors, and
lawyers.lawyers.
• PlacesPlaces: : – Create, maintain, or change attitudes or behavior Create, maintain, or change attitudes or behavior
toward particular places (e.g., tourism).toward particular places (e.g., tourism).
• Ideas (social marketing)Ideas (social marketing): : – Public health campaigns, environmental campaigns, Public health campaigns, environmental campaigns,
family planning, or human rights.family planning, or human rights.
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Professor TakadaProfessor Takada7-10
Product Differentiation• Product formProduct form
• FeaturesFeatures
• PerformancePerformance
• ConformanceConformance
• DurabilityDurability
• ReliabilityReliability
• ReparabilityReparability
• StyleStyle
• DesignDesign
• Ordering easeOrdering ease
• DeliveryDelivery
• InstallationInstallation
• Customer trainingCustomer training
• Customer Customer consultingconsulting
• MaintenanceMaintenance
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Professor TakadaProfessor Takada7-11
Dunkin’ Donuts’ Differentiation
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Professor TakadaProfessor Takada7-12
Design Differentiation
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Professor TakadaProfessor Takada7-13
Maintenance and Repair
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Professor TakadaProfessor Takada7-14
ROAD MAP
• Define product and the major classifications Define product and the major classifications of products and services.of products and services.
• Product decisions: Product decisions: – Individual product decisionsIndividual product decisions– Product line decisionsProduct line decisions– Product mix decisionsProduct mix decisions
• Discuss branding strategy: Discuss branding strategy: – brand positioning, name selection, sponsorship, brand positioning, name selection, sponsorship,
and development.and development.
• Identify the four characteristics that affect Identify the four characteristics that affect the marketing of a service.the marketing of a service.
• Discuss other issues.Discuss other issues.
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Professor TakadaProfessor Takada7-15
Individual Product Decisions
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Professor TakadaProfessor Takada7-16
Product and Service Attributes
Quality Quality
FeaturesFeatures
Style & DesignStyle & Design
Performance and Satisfaction Includes Level & ConsistencyPerformance and Satisfaction Includes Level & Consistency
Differentiates a product from the competition; assessed based on
value and cost
Differentiates a product from the competition; assessed based on
value and cost
Style = AppearanceDesign = heart of the product
Style = AppearanceDesign = heart of the product
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Professor TakadaProfessor Takada7-17
Branding• Creating, maintaining, protecting, and enhancing Creating, maintaining, protecting, and enhancing
products and services.products and services.
• A brand is a name, term, sign, symbol, or design, A brand is a name, term, sign, symbol, or design, or a combination of these, that identifies the or a combination of these, that identifies the maker or seller of a product or service.maker or seller of a product or service.
• Advantages to buyers:Advantages to buyers:– Product identificationProduct identification– Product qualityProduct quality
• Advantages to sellers:Advantages to sellers:– Basis for product’s quality storyBasis for product’s quality story– Provides legal protectionProvides legal protection– Helps to segment marketsHelps to segment markets
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Professor TakadaProfessor Takada7-18
Packaging
•Designing and producing the Designing and producing the container or wrapper for a container or wrapper for a product.product.
•Developing a good package:Developing a good package:– Packaging conceptPackaging concept– Package elementsPackage elements– Product safetyProduct safety– Environmental concernsEnvironmental concerns
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Professor TakadaProfessor Takada7-19
Labeling• Printed information appearing on or with the package.Printed information appearing on or with the package.
• Performs several functions:Performs several functions:– IdentifiesIdentifies product or brand product or brand– DescribesDescribes several things about the product several things about the product– PromotesPromotes the product through attractive graphics the product through attractive graphics
Innovative Labeling
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Professor TakadaProfessor Takada7-20
Product Support Services
• Assess the value of current services Assess the value of current services and obtain ideas for new services.and obtain ideas for new services.
• Assess the cost of providing the Assess the cost of providing the services.services.
• Put together a package of services Put together a package of services that delights the customers and that delights the customers and yields profits for the company.yields profits for the company.
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Professor TakadaProfessor Takada7-21
Stretching
Lengthen beyond current range.
Can be:
Downward
Upward
Both Directions
Product Line LengthProduct Line LengthNumber of Items in the Product Line
Product Line LengthProduct Line LengthNumber of Items in the Product Line
Filling
Lengthen within current range
Product Line Decisions
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Professor TakadaProfessor Takada7-22
Two-Way Stretch
Marriott added the Renaissance Hotels line to serve the upper end of the market and the TownePlace Suites line to serve the moderate and lower ends.
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7-23Professor TakadaProfessor Takada
Two-Way Product-Line Stretch: Marriott HotelsTwo-Way Product-Line Stretch: Marriott Hotels
Quality
Pri
ceP
rice
High
Economy Superior
Fairfield Inn(Vacationers)
Standard Good
Aboveaverage
Average
Low
Courtyard(Salespeople)
Marriott(Middle
managers)
MarriottMarquis
(Topexecutives)
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Professor TakadaProfessor Takada7-24
Line Stretching
Down-Market StretchDown-Market Stretch
Up-Market StretchUp-Market Stretch
Two-Way StretchTwo-Way Stretch
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Professor TakadaProfessor Takada7-25
Line Filling
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Professor TakadaProfessor Takada7-26
Product Mix Decisions
• Product MixProduct Mix – all of the product lines and items that a particular seller all of the product lines and items that a particular seller
offers for sale. offers for sale.
• Four important dimensions:Four important dimensions:– WidthWidth
• the number of different product lines the company carries.the number of different product lines the company carries.
– LengthLength• the total number of items the company carries within its the total number of items the company carries within its
product line.product line.
– DepthDepth• the number of versions offered of each product in the line.the number of versions offered of each product in the line.
– ConsistencyConsistency• how closely related the various lines are.how closely related the various lines are.
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Professor TakadaProfessor Takada7-27
ROAD MAP
• Define product and the major classifications Define product and the major classifications of products and services.of products and services.
• Describe the individual product decisions: Describe the individual product decisions: – product and service attributes, branding, product and service attributes, branding,
packaging, labeling, and product support services.packaging, labeling, and product support services.
• Branding strategy: Branding strategy: – brand positioning, name selection, sponsorship, brand positioning, name selection, sponsorship,
and development.and development.
• Identify the four characteristics that affect Identify the four characteristics that affect the marketing of a service.the marketing of a service.
• Discuss other issues.Discuss other issues.
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Professor TakadaProfessor Takada7-28
Brand Equity
• The positive differential effect that The positive differential effect that knowing the brand name has on knowing the brand name has on customer response to the product or customer response to the product or service.service.
• Provides:Provides:– More brand awareness and loyaltyMore brand awareness and loyalty– Basis for strong, profitable customer Basis for strong, profitable customer
relationshipsrelationships
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Professor TakadaProfessor Takada7-29
Major Brand Strategy Decisions
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Professor TakadaProfessor Takada7-30
Brand Positioning
• Can position brands at any of three levels.Can position brands at any of three levels.
Product Attributes
Product Benefits
Beliefs and Values
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Professor TakadaProfessor Takada7-31
Brand Name Selection
• Desirable qualities for a brand name Desirable qualities for a brand name include:include:
1.1. It should suggest product’s benefits and It should suggest product’s benefits and qualitiesqualities
2.2. It should be easy to pronounce, recognize, and It should be easy to pronounce, recognize, and rememberremember
3.3. It should be distinctiveIt should be distinctive
4.4. It should be extendableIt should be extendable
5.5. It should translate easily into foreign languagesIt should translate easily into foreign languages
6.6. It should be capable of registration and legal It should be capable of registration and legal protectionprotection
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Professor TakadaProfessor Takada7-32
Brand Sponsorship
Four OptionsCo-Branding PrivateBrands
Manufacturer’s Brands
Licensed Brands
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Professor TakadaProfessor Takada7-33
Brand Development• Line ExtensionLine Extension
introduction of additional items in a given product category under introduction of additional items in a given product category under the same brand name the same brand name
(e.g., new flavors, forms, colors, ingredients, or package sizes).(e.g., new flavors, forms, colors, ingredients, or package sizes).
• Brand ExtensionBrand Extensionusing a successful brand name to launch a new or modified using a successful brand name to launch a new or modified
product in a new category.product in a new category.
• MultibrandingMultibrandingto establish different features and appeal to different to establish different features and appeal to different
buying motives.buying motives.
• New BrandsNew Brandsthe power of its existing brand is waning and a new brand the power of its existing brand is waning and a new brand
name is needed. Also used for products in new product name is needed. Also used for products in new product category.category.
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Professor TakadaProfessor Takada7-34
Line Extensions
Morton sells an entire line of salts and seasonings for every occasion.
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Professor TakadaProfessor Takada7-35
Brand Development Strategies
LineExtension
Multibrands
BrandExtension
NewBrands
Bra
nd
Nam
e
Existing New
Product Category
Existing
New
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Professor TakadaProfessor Takada7-36
ROAD MAP
• Define product and the major classifications Define product and the major classifications of products and services.of products and services.
• Describe the individual product decisions: Describe the individual product decisions: – product and service attributes, branding, product and service attributes, branding,
packaging, labeling, and product support services.packaging, labeling, and product support services.
• Discuss branding strategy: Discuss branding strategy: – brand positioning, name selection, sponsorship, brand positioning, name selection, sponsorship,
and development.and development.
• Four characteristics that affect the marketing Four characteristics that affect the marketing of a service.of a service.
• Discuss other issues.Discuss other issues.
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Professor TakadaProfessor Takada7-37
Nature and Characteristics of a Service
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Professor TakadaProfessor Takada7-38
The Service-Profit Chain
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Professor TakadaProfessor Takada7-39
Major Service Marketing Tasks
• DifferentiationDifferentiation– Develop a differentiated offer, delivery, and Develop a differentiated offer, delivery, and
image.image.
• QualityQuality– Be customer obsessed, set high service quality Be customer obsessed, set high service quality
standards, have good service recovery, standards, have good service recovery, empower front-line employees.empower front-line employees.
• ProductivityProductivity– Train current employees or hire new ones, Train current employees or hire new ones,
increase quantity and sacrifice quality, harness increase quantity and sacrifice quality, harness technology.technology.
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Professor TakadaProfessor Takada7-40
ROAD MAP
• Define product and the major classifications Define product and the major classifications of products and services.of products and services.
• Describe the individual product decisions: Describe the individual product decisions: – product and service attributes, branding, product and service attributes, branding,
packaging, labeling, and product support services.packaging, labeling, and product support services.
• Discuss branding strategy: Discuss branding strategy: – brand positioning, name selection, sponsorship, brand positioning, name selection, sponsorship,
and development.and development.
• Identify the four characteristics that affect Identify the four characteristics that affect the marketing of a service.the marketing of a service.
• Other issues.Other issues.
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Professor TakadaProfessor Takada7-41
Decide Which Products & Services to IntroduceDecide Which Products & Services to Introduce
Decide How Much to Standardize or Adapt Decide How Much to Standardize or Adapt
Packaging Presents New ChallengesPackaging Presents New Challenges
Service Marketers Face Special ChallengesService Marketers Face Special Challenges
Trend Toward Global Service Companies Will ContinueTrend Toward Global Service Companies Will Continue
International Product and Services Marketing
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Professor TakadaProfessor Takada7-42
Rest Stop: Reviewing the Concepts
1.1. Define product and the major classifications of products Define product and the major classifications of products and services.and services.
2.2. Describe the decisions companies make regarding their Describe the decisions companies make regarding their individual products and services, product lines, and individual products and services, product lines, and product mixes.product mixes.
3.3. Discuss branding strategy—the decisions companies make Discuss branding strategy—the decisions companies make in building and managing their brands. in building and managing their brands.
4.4. Identify the four characteristics that affect the marketing of Identify the four characteristics that affect the marketing of a service and the additional marketing considerations that a service and the additional marketing considerations that services require.services require.
5.5. Discuss two additional product issues: socially responsible Discuss two additional product issues: socially responsible product decisions and international product and services product decisions and international product and services marketing.marketing.