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Market
number of all actual and potential buyers of a product
Marketing plan
document that lists activities aimed at achieving particular marketing outcomes in relation to a good/service, providing a template for future action aimed at reaching marketing objectives, such as establishing a customer base
Marketing
The process of planning, pricing, promoting and distributing products to present, as well as finding potential customers. It is a way of thinking instead of advertising which is highly visible and everywhere
Customer base
group of customers who repeatedly purchase products of a business
The customer profile
Includes location and environment, demographics (age, gender education level), interests, lifestyles, favourite activities, opinions and values, behaviour and needs that the business needs to satisfy
Benefits of establishing a customer base
product being of value and has a connection to the customer
potential to gain repeat purchasers
customers should develop a loyalty to the business
improved marketability of products results in a high level of sales and improved market share
How businesses make a profit
increase value or volume of sales
increase market share
expand business size
maximising customer service to have high customer satisfaction
Market share
A business’ share of the total industry sales for a market or product
Product mix
The total range of products offered by a business (businesses aim to increase this)
Customer service
Responding to the needs and problems of customers
Monitoring marketing objectives
Establishing market plan
monitor performance
Evaluating performance
Take corrective action
Performance indicators
A means by which a business can measure its performance and evaluate the degree to which it’s achieving its objectives
Sales analysis
A performance indicator, and is the most common method as sales reports are readily available in most businesses. Sales data is used to evaluate the business’ current performance and the effectiveness of the marketing mix.
Compares Forecast sales (what was expected) with Actual sales (what was achieved) to determine marketing strategy success
Market share analysis
A performance indicator that evaluates how a business’ marketing strategies are working compared with those of its competitors. Can reveal whether changes in sales have resulted from marketing strategies or some uncontrollable external factor (sale revenue + market share = declined - marketing strategies need to be reviewed)
Marketing profitability analysis
A performance indicator that breaks down its total marketing costs into specific marketing strategies (advertising, transport, administration). Business can assess the effectiveness of each strategy and how best to allocate marketing resources in the future. Presents the full picture whereas sales and market share analysis don’t
Brand/Brand identity
a name, term, symbol, design or any combination of these that identifies a specific product and distinguishes it from its competitors - the message the customers receive about the business and its products
Owners and managers
Internal environment that can affect the establishment of a customer base and brand identity:
Leaders in a business that need skills to develop a customer profile, or hire a marketing manager with the necessary skills. They are expected to have a defined idea of of business objectives, and to ensure the marketing strategy is consistent with those objectives. Recognize the need for a change in the marketing plan and implementing them
Employees
Internal environment that can affect the establishment of a customer base and brand identity:
details of marketing strategy must be instilled in them so that they act consistently with the marketing strategy towards customers. Friendly, polite and efficient service establishes and expands the customer base and enhances brand identity
Culture and policies
Internal environment that can affect the establishment of a customer base and brand identity:
The beliefs, values and expectations will form the basis of how the business operates. A successful marketing strategy will become a part of these operations, and reputation and values become apart of the bran identity
Customers
Stakeholders in the operating environment that can both influence the marketing strategy and be influenced by it:
The most important stakeholders in the operating; their needs and preferences are crucial. Businesses must strive to satisfy them and to ensure they get the right product at the right time, offering products tailored to their needs (helps develop their loyalty to the product). A marketing strategy that isn’t customer focused is doomed to fail, hence why high levels of customer service should be apart of a business marketing strategy
Suppliers
Stakeholders in the operating environment that can both influence the marketing strategy and be influenced by it:
They depend on the success of the business to which they sell their products. If they provide goods for resale, the marketing strategy of them will also influence the way in that the retailer markets those products (a cafe who sells soft drinks will use the marketing material provided by the manufacturer of those drinks)
Competitors
Stakeholders in the operating environment that can both influence the marketing strategy and be influenced by it:
Important marketing strategy is to distinguish the business from its competitors. A business owner must be aware of their marketing strategies in order to develop a unique marketing plan. Increasing market share is likely to take customers away from competitors, meaning the marketing strategy must be more effective than competitors if a business wants to expand their customer base and present a bran identity that has a greater appeal
Economic forces
Little to no control over macro environment, however a business plan must take this into account as potential customers are likely to be found here:
Periods of strong economic growth = favorable time to establish a business and to expand customer base. Employment levels are high and consumer’s disposable income increases.
A successful marketing strategy will tap into the greater levels of consumer confidence
Periods of difficult economic conditions - a marketing strategy could place emphasis on value for money and low prices
Legal forces
Business subject to ‘Competition and Consumer Act’, which can make certain types of marketing practices illegal (misuse of market power, false/misleading representation of good/service, misleading/deceptive conduct, bait advertising)
Marketing practices should be ethically and socially responsible and shouldn’t include any illegal practices
Technological forces
This can promote the business through an online presence in order to have access to a global marketplace. To improve customer base and brand identity, business should consider processing payments electronically through credit card, EFTPOS, Afterpay, PayWave
Social Forces
Business can tap into social and fashion trends for a powerful marketing plan - should take into account demographics of specific area and social issues that affect potential customers
3 steps of market research
determining information needs
collecting data from primary and secondary sources
Analyzing and interpreting data
market research
identifies and outline marketing opportunities and problems, and evaluates the implementation of the marketing plan (can determine whether a product is worth launching or promoting at all)
Purpose is to help minimise the risk - a more accurate marketing plan can be designed and reduces the risk of failure
determining information needs
Useful if it:
results in marketing strategies that meet the needs of a business’ target market
assists the business to achieve its marketing objectives
used to increase sales and profit
Information must be relevant; “Effective decisions are generally 90% information and 10% inspiration”
Marketing data
the information - usually expressed as facts or figures - relevant to the defined marketing problem. Uses primary and secondary data.
Primary data advantages
can be directed at solving a specific marketing problem and to find out exactly what customers are thinking
Primary data disadvantages
time consuming, potentially expensive and can be seen as intrusive
Secondary data advantages
quick and easy to gather, a large abundance in comparison to primary data
Secondary data disadvantages
May not be specific to your marketing problem, may need to ask for permission to use
Collecting primary data - the survey method
Gathering data by asking questions or interviewing people (personal interviews, focus groups, electronic methods of collection, questionnaires). Gathers customers first-hand opinions and information however becoming more difficult due to respondent rates declining
Gathering primary data - the observation method
Recording customer behaviours (personal - researcher poses as customer in a store, or mechanical observation - cameras, video, voice recorders, counting patterns), and direct contact with respondents is avoided (no interviews). Ethical issue of privacy is raised
Gathering primary data - the experimentation method
Gathering data by altering factors under tightly controlled conditions to evaluate the cause and effect (carried out in laboratory or field, and is used to determine whether changing a factor will alter the behaviour of what is being studied - typically customers)
Secondary data
Two types: Internal data (from within the business such as financial statistics, annual management reports, research reports, customer feedback), and external data (published data from outside business, such as reports from the Australian Bureau of Statistics - ABS)
Analysing and interpreting data - statistical interpretation analysis
Process of focusing on the data that represents average, typical or deviations from typical patterns (tabulate data first - electronic spreadsheets simplifies this task)
Analysing and interpreting data - cross tabulation
allows comparisons to be made between individual categories, and should involve a number of people to interpret data to avoid personal bias
Market segmentation
when the total market is subdivided into groups who share one or more common characteristics. This occurs as businesses can’t target an entire market due to its size, so it’s divided into distinct segments.
Market dimensions - geographic
division of market according to location (urban, suburban, rural, regional, global, climate, landform)
Market dimensions - psychographic
characteristics and traits of consumers (lifestyle, socio-economic groups, values, motives, personality, consumer opinions and interests)
Market dimensions - demographic
general characteristics of population (age, gender, occupation, income, education, religion, family size, ethnicity)
market dimensions - behavioural
Grouping consumers according to their knowledge on the product, their attitude and responses towards it, and the way they use and benefit from it (regular user, first time user, bran loyalty, benefits sought, usage rate)
Target market
group of customers with similar characteristics who currently purchase the product or may do so in the future
target market selection advantages
more efficient use of marketing strategies
more relevant promotional material
better understanding of target market behaviour
more efficient data collection and comparisons
refined marketing strategies
Primary target market
market segment at which most of the marketing resources are directed - generates more revenue
secondary target market
usually a smaller and less important market segment - provides an alternative if primary customers are lost
Niche market
A narrowly defined market segment, or ‘micro-market’. Larger business tend to overlook them as it’s not profitable to tailor their marketing mix towards them
Consumer trends - health concerns
Media frequently states the negative health impacts of modern lifestyles, which drive consumers to seek healthier options
Consumer trends - health trends
Offer dairy-free products, lifestyle services such as yoga and personal training are gaining in popularity
consumer trends - environmental and economic changes
Global warming, oil price spikes, sustainability, green energy, increasing cost of living, inflation
consumer trends - online shopping
Business should make an online presence, and advertise on search engines such as Google to help reach more customers
Consumer buying behaviour
the decisions and actions of consumers when they purchase a product/service. Businesses try to influence these.
Market research asks “who are our customers?” and “what and when do they buy and how often?”, whereas this asks “why do they buy?”
Psychological factors on consumer behaviour - perception
individuals act on this and not reality. Marketers must create a positive perception of a product, as customers avoid products they perceive as poor
Psychological factors on consumer behaviour - motives
Key elements of this include comfort, health, safety, ambition, taste, pleasure, fear, amusement, cleanliness, and approval. Advertising aims to influence these
Psychological factors on consumer behaviour - attitude
This element of a customer towards a business or product affects the success of their marketing strategies severely
Psychological factors on consumer behaviour - personality
Affects the types and brands of products a person buys
Sociocultural influences - family and roles
Can influence buying behaviour, as different purposes within a household/community can affect them. Despite changing roles, women often make decisions related to healthcare, food and laundry products
Sociocultural influences - peer groups
buying behaviour may align with the beliefs/attitudes of one’s ___ ____
Sociocultural influences - social class
factors like education, occupation, and income classify this, affecting the type, quality and quantity of products purchased
Sociocultural influences - culture
Shapes everyday behaviour, including what people wear, eat and where they live.
Economic influences
Have an enormous impact on consumers’ willingness and ability to spend money. During a boom, consumers will spend because they feel secure and their jobs and their source of income. During recession, consumer spending falls to very low levels
Government influences
They use a number of economic policy measures to influence the level of economic activity. These policies directly or indirectly influence consumer’s spending habits. Also have laws and regulations (laws dealing with misleading or deceptive conduct - protects consumers and influences business practices)
7P’s of marketing - product ff
a good, service, experience, idea or information that can be offered in exchange for the purpose of satisfying a need or want. Can be tangible or intangible
marketing mix
the combination of 7 elements: product, price, place, promotion, people, physical evidence, and process which all make up the marketing strategy
tangible product
Something that can be touched and owned such as food, clothing, etc.
intangible service
Can buy this but it’s not for ownership, can include financial advice and tickets to a sporting event
Tangible and Intangible
Dinner at a restaurant: offers food and drinks, as well as live music and a pleasant atmosphere
Total product concept
When customers buy both tangible and intangible benefits. A business uses this to differentiate products from competitors.
Product development
the creation of a product with new or different characteristics that offer new or additional benefits to customers. Can involve modifying an existing product or the way it’s presented, or creating an entirely new product.
product positioning
the development of a product image compared with the image of competing products (business attempts to create an image that differentiates its product from others)
Product image
Includes the name, price, packaging, style, promotion, and channel of distribution of a product
Brand name
part of the brand that can be spoken
brand symbol/logo
graphic representation that identifies a business and their product
packaging
the development of a container and the graphic design for a product. (Can help to develop positive impression of product, presents, informs, protects and promotes the product, can increase awareness of environmental pollution)
7P’s of marketing - price
The amount of money a customer pays to enjoy a product
Pricing strategy - Recommended retail price (RRP)
The price recommended by either a wholesaler or the manufacturer of the goods being sold by a retailer business. These are recommendations only - illegal for supplier to dictate the price the product is sold for. It can provide useful guidance to owner of business
Pricing strategy - percentage mark-ups
The cost price is increased by a fixed percentage to give the selling price. Allows business to cover costs and make a profit.
Pricing strategy - price leadership and competition
To follow the prices set by another is to acknowledge that business as a price leader. A business’ price can be adjusted to gain a competitive advantage, using the price leaders as a pricing guide
Pricing strategy - what the market will bear
Basing the price off of what customers would accept. Approach commonly seen at auction (peole bidding for an item to determine its value).
Pricing strategy - qutoes
An estimate of the costs involved with an individual job/product, plus a certain amount so the business makes a profit.
Pricing strategy - price skimming
placing a high price on a new item, knowing that devoted customers and early purchasers will be willing to pay it. The price is then lowered after initial sales to attract more customers
Pricing strategy - penetration pricing
when a new, unfamiliar product is introduced to the market, a low price is offered to attract new customers
Pricing strategy - premium pricing
setting an artificially high price to increase the prestige or perceived value of the product (suggest product is of higher quality than its competitors)
Pricing strategy - price bundling
business sells a package of goods/services for a lower total price than the individual price of each component
Pricing strategy - psychological pricing
making the price look less than it actually is ($19.99 rather than $20).
7P’s of marketing - place
making the product availble to the customer, wherever they choose to purchase it. (Can refer to a physical or online location, or the business’ ability to perforom a service at the customer’s home)
distribution channels
routes taken to get the product from the factory to the customer
Product, agent, wholesaler, retailer, consumer
The levels of distribution channels a business can take
non-store retailing
retailing activity conducted away from the traditional store (door-door selling)
e-marketing
The practice of using the internet to perform marketing activities (retailers and wholesalers are bypassed as customers deal directly with producers/manufacturers)
market coverage
the number of outlets a business chooses for its product
intensive distribution
occurs when a business wishes to saturate the market with its product - customers can shop at local outlets to purchase the product (e.g. milk and bread)
selective distribution
using only a moderate proportion of all possible outlets - customers have to be prepared to travel and seek a specific retail outlet that stocks the product
exclusive distribution
the use of only one retail outlet for a product in a large geographic area - commonly used for exclusive, expensive products
7P’s of marketing - promotion
methods used by a business to inform, persuade and remind a target market about a business’ products - it isn’t just advertising
promotion - Personal selling
the activities of a sales representative directed to a customer in an attempt to make a sale - businesses use this if they offer expensive, complex and highly individual products, as it aims to familiarise the customer with the product. The message can be modified to suit the individual customer’s circumstances
promotion - opinion leader
a person who influences others and are respected and sought out for advice. (celebrity endorsement - athletes, actors musicians, models in order to open up a huge following)