Closing the Customer Gap


The gaps model says that a service marketer must first close the customer gap between customer perceptions and expectations. To do so, the provider must close the four provider gaps, or discrepancies within the organization that inhibit delivery of quality service. The gaps model focuses on strategies and processes that firms can employ to drive service excellence.

Customer perceptions are subjective assessment of actual service experiences. Customer expectations are the standards or reference points for performance against which service experiences are compared and are often formulated in terms of what a customer believes will or should happen.

The sources of customer expectations consist of marketer-controlled factor (such as pricing, advertising, and sales promises) as well as factors that the marketer has limited ability to affect (innate personal needs, word-of-mouth communications, and competitive offerings). In a perfect world, expectations and perceptions would be identical: customers would perceive that they receive what they thought they would and should. In practice these concepts are often separated by some distance. Broadly, it is the goal of service marketing to bridge this distance.

My Consultancy–Asif J. Mir - Management Consultant–transforms organizations where people have the freedom to be creative, a place that brings out the best in everybody–an open, fair place where people have a sense that what they do matters. For details please visit www.asifjmir.com, and my Lectures.

Bureaucratic Management Approach


The roadblock stems from management’s reluctance to push profit and decision-making responsibility on with too many management levels and high-paid support people. The real contributions of most corporate, sector or group level marketing, advertising, manufacturing, planning or R&D activities cannot be to line management responsibilities and too costly to justify their existence. We have not been able to find proven profit contributions that offset the costs involved.

My Consultancy–Asif J. Mir - Management Consultant–transforms organizations where people have the freedom to be creative, a place that brings out the best in everybody–an open, fair place where people have a sense that what they do matters. For details please visit www.asifjmir.com, and my Lectures.

Marketing Eras


  • Production Era:  Prior to 1925, most firms operating in highly developed economies focused narrowly on production. Manufacturers stressed production of quality products and then looked for people to purchase them.  The production era did not reach its peak until the early part of 20th century.
  • Sales Era: Manufacturers began to increase their emphasis on effective sales forces to find customers for their output. Firms attempted to match their output to the potential number of customers who would want it. Companies with a sales orientation assume that customers will resist purchasing products and services not deemed essential and that the task of personal selling and advertising is to convince them to buy. Although marketing departments began to emerge from shadows of production, finance, and engineering during the sales era, marketing dominated sales and other areas. Selling is thus a component of marketing.
  • Marketing: Personal incomes and consumer demand for products and services dropped rapidly thrusting marketing into a more important role. Organizational survival dictated that managers pay close attention to the markets for their goods and services. The trend ended with the outbreak of World War 11, when rationing and shortages of consumer goods became commonplace. The war years created only a pause in an emerging trend in business: a shift in the focus from products and sales to satisfying customer needs.
  • Relationship: It emerged during the 90s. Organizations carried the marketing era’s customer orientation one step further by focusing on establishing and maintaining relationships. This effort represented a major shift from the traditional concept of marketing as a simple exchange between buyer and seller. Relationship marketing by contrast, involves long-term, value-added relationships developed over time, strategic alliances and partnerships retailers play major roles in relationship marketing.

My Consultancy–Asif J. Mir - Management Consultant–transforms organizations where people have the freedom to be creative, a place that brings out the best in everybody–an open, fair place where people have a sense that what they do matters. For details please visit www.asifjmir.com, and my Lectures.

Creative Marketing Program


Motivate your audience to do something; Marketing is not creative unless it sells. You can pretty much ensure that you’ll end up with creative marketing if you start out by devising a creative strategy. Such a strategy is similar to a marketing plan, but limited to advertising only, and defined solely at the content of ads and/or commercials. If you think there’s a simple formula for establishing such a strategy, you’re absolutely right.

Follow following steps:

  • Find the inherent drama within your offering;
  • Translate that inherent drama into a meaningful benefit;
  • State your benefits as believably as possible;
  • Get people’s attention;
  • Be sure you’re communicating clearly;
  • Measure your finished advertisement, commercial, letter or brochure against your creative strategy.

My Consultancy–Asif J. Mir - Management Consultant–transforms organizations where people have the freedom to be creative, a place that brings out the best in everybody–an open, fair place where people have a sense that what they do matters. For details please visit www.asifjmir.com, and my Lectures

Kinds of Advertising


Different kinds of advertising are used by various organizations to reach different market targets. Some major categories include:

  • Retail Advertising: advertising to consumers by various retail stores such as supermarkets and shoe stores.
  • Trade Advertising: advertising to wholesalers and retailers by manufacturers to encourage them to carry their products.
  • Industrial Advertising: advertising from manufacturers to other manufacturers. A firm selling motors to automobile companies would use industrial advertising.
  • Institutional Advertising: advertising designed to create an attractive image for an organization rather than for a product.
  • Product Advertising: advertising for a good or service to create interest among consumer, commercial, and industrial buyers.
  • Advocacy Advertising: advertising that supports a particular view of an issue
  • Comparison Advertising: advertising that compares competitive products.

My Consultancy–Asif J. Mir - Management Consultant–transforms organizations where people have the freedom to be creative, a place that brings out the best in everybody–an open, fair place where people have a sense that what they do matters. For details please visit www.asifjmir.com, and my Lectures.

Market-Development Strategy


A market-development strategy dictates that an organization introduces its existing offerings to markets other than those it is currently serving. Examples include introducing existing products to different geographical areas or different buying publics.

The mix of marketing activities used must often be varied to reach different markets with differing buying patterns and requirements. Reaching new markets often requires modification of the basic offering, different distribution outlets, or a change in sales effort and advertising.

Market development involves a careful consideration of competitor strengths and weaknesses and competitor retaliation potential. Moreover, because the firm seeks new buyers, it must understand their number, motivation, and buying patterns in order to develop marketing activities successfully. The firm however must consider the strengths, in terms of adaptability to new markets, in order to evaluate the potential success of the venture.

My Consultancy–Asif J. Mir - Management Consultant–transforms organizations where people have the freedom to be creative, a place that brings out the best in everybody–an open, fair place where people have a sense that what they do matters. For details please visit www.asifjmir.com, and my Lectures.

Market Orientation


The market orientation of the company towards the functioning of the channel members would determine the extent to which the company would get support from the channel members. In a highly competitive situation, the companies should, therefore, plan whether to be more ‘pull oriented’ or more ‘push oriented.’ This will determine the relative importance that the company will assign to advertising and channel promotion.

My Consultancy–Asif J. Mir - Management Consultant–transforms organizations where people have the freedom to be creative, a place that brings out the best in everybody–an open, fair place where people have a sense that what they do matters. For details please visit www.asifjmir.com, and my Lectures.

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