Back in August 2021 some firms had issues with obtaining supplies. Two companies in particular hit the headlines so let’s look at each in turn – they both involve chicken. Let’s see how they dealt with the issue and the impact on customer service. KFC put out a press release saying that they were experiencing […]
Customer Service Done Well and Badly Read More »
Why do companies spend a lot of time and effort developing straplines (sometimes also called tag-lines)? Straplines sum the company up and be easy to remember Let’s look at some examples If I said to you “anytime, any place, anywhere” Well if you are British and over 40 you would immediately say Martini. “A xxxx
The author has seen draft business plans where the marketing P of Promotion has had a single sentence of explanation. It read “We will do a sales promotion after we launch.” The business concerned had confused Promotion with Sales Promotion. So, what do we marketers mean? Basically, it is all the forms of communication with
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Planet is something that I, and some others, have added to the 7Ps to make up to 8. It may be new but it should have already been thought of in when considering CSR and ESG anyway. Given the focus on the environment and climate change, then the way that marketing activities and the products
The Marketing Ps: Planet Read More »
Primarily process is used in the service sector and the customer service side of manufacturers. Having the right processes in place ensures a consistent customer experience, a consistent quality of service so that repeat visits and uses are encouraged. Example of when the process goes wrong. The author had a bad experience with a service
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Surely, people are HR’s remit aren’t they? Well to a certain extent. But your employees are also very important from a marketing point of view: Identity: Emails Of course you should make sure that your email addresses are easy to remember but that you don’t have any issues with shortenings that could be embarrassing. I
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Of the Marketing Ps: Place, Product, Promotion, Price, Physical Evidence, People, Process, Planet; the one that is the most misunderstood at first glance is Place. Isn’t it just where my premises are? Not necessarily! If you are a fish and chip takeaway then a part of it is where you are, but if you are
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First of all what is Integrated Marketing Sometimes shortened to IMC (Integrated Marketing Communications) is ignored by many companies and agencies. There will be people who will try and convince you saying that you only need to do social media marketing, others that advertising is all that is needed and so on. But in reality
How to do: Integrated Marketing Read More »
A few weeks ago we looked at the Decision Making Unit for B2B roles, but what if you are a consumer facing business? Well, you have your buyer personas to define. How do I define a buyer persona? In short it is what your ideal customer(s) looks like. Some people will call them ICP (Ideal
When we discussed the Business Plan the mission statement is one of the first things that you need to have at the top of the plan. Often though it is one of the last things that is developed. So hard, so important A mission statement sums up your company, why you are in business, what
