0. Product, Services, and Branding Strategy
Chapter 8

1. Learning Goals
Understand products and the major classifications of products and services
Learn the decisions companies make regarding their products and services
Understand branding strategy
Identify the four characteristics that affect the marketing of a service
Realize additional product issues

2. Case Study Krispy Kreme
Produce 7.5 million doughnuts each day
Sell more than doughnuts; they sell an experience
New store openings are eagerly anticipated in part due to extensive promotion

3. Case Study Krispy Kreme
Krispy Kreme sells doughnuts. But what are customers really buying?
As Krispy Kreme expands, how important are the two dimensions of product quality?
Discuss the brand equity of Krispy Kreme versus that of Dunkin’ Donuts.
Krispy Kreme sells a product that is high in sugar. What is its social responsibility in offering such a product? What possible liability could they face?

4. Definitions Product Service
Anything offered to a market for attention, acquisition, use, or consumption that might satisfy a need or want.
Service
A form of product that consists of activities, benefits or satisfactions offered for sale that are essentially intangible and do not result in the ownership of anything.
Goal 1: Understand products and their classifications

5. What is a Product? Products, Services, and Experiences
Market offerings may consist of a combination of goods and services
Experiences are used to differentiate offerings
Levels of Product and Services
Core benefit, actual and augmented product
Product and Service Classifications
Consumer products and industrial products
Goal 1: Understand products and their classifications

6. What is a Product?
Goal 1: Understand products and their classifications

7. Types of Consumer Products
What is a Product?
Types of Consumer Products
Frequent purchases bought with minimal buying effort and little comparison shopping
Low price
Widespread distribution
Mass promotion by producer
Convenience
Shopping
Specialty
Unsought
Goal 1: Understand products and their classifications

8. Types of Consumer Products
What is a Product?
Less frequent purchases
More shopping effort for comparisons.
Higher than convenience good pricing
Selective distribution in fewer outlets
Advertising and personal selling
Types of Consumer Products
Convenience
Shopping
Specialty
Unsought
Goal 1: Understand products and their classifications

9. Types of Consumer Products
What is a Product?
Types of Consumer Products
Strong brand preference and loyalty, requires special purchase effort, little brand comparisons, and low price sensitivity
High price
Exclusive distribution
Carefully targeted promotions
Convenience
Shopping
Specialty
Unsought
Goal 1: Understand products and their classifications

10. Types of Consumer Products
What is a Product?
Types of Consumer Products
Little product awareness and knowledge (or if aware, sometimes negative interest)
Pricing varies
Distribution varies
Aggressive advertising and personal selling by producers and resellers
Convenience
Shopping
Specialty
Unsought
Goal 1: Understand products and their classifications

11. Product and Service Classifications
Consumer products
Industrial products
Materials and parts
Capital items
Supplies and services
Goal 1: Understand products and their classifications

12. Product and Service Classifications
Organizations, persons, places, and ideas
Organizational marketing makes use of corporate image advertising
Person marketing applies to political candidates, entertainment sports figures, and professionals
Place marketing relates to tourism
Social marketing promotes ideas
Goal 1: Understand products and their classifications

13. Product and Service Decisions
Key Decisions
Product attributes
Quality, features, style and design
Branding Kellogg’s
Packaging Starkist
Labeling
Product support services
Individual Product
Product Line
Product Mix
Goal 2: Learn decisions companies make regarding products

14. Product and Service Decisions
Key Decisions
Product line
A group of products that are closely related because they may:
function in a similar manner
be sold to the same customer groups,
be marketed through the same types of outlets
fall within given price ranges
Special K
Individual Product
Product Line
Product Mix
Goal 2: Learn decisions companies make regarding products

15. Product and Service Decisions
Key Decisions
Product line length
Line stretching: adding products that are higher or lower priced than the existing line
Line filling: adding more items within the present price range
Individual Product
Product Line
Product Mix
Goal 2: Learn decisions companies make regarding products

16. Product and Service Decisions
Key Decisions
Product mix
Also known as product assortment
Consists of all the product lines and items that a particular seller offers for sale
Kellogg’s
Individual Product
Product Line
Product Mix
Goal 2: Learn decisions companies make regarding products

17. Product and Service Decisions
Key Decisions
Product mix width:
Number of different product lines carried by company
Product mix depth:
Number of different versions of each product in the line
Product mix consistency
Individual Product
Product Line
Product Mix
Goal 2: Learn decisions companies make regarding products

18. Branding Strategy
Brand equity is the positive differential effect that knowing the brand name has on customer response to the product or service
One measure of equity is the extent to which customers are willing to pay more for the brand Campbell’s
Brand valuation is the process of estimating the total financial value of a brand
Goal 3: Understand branding strategy

19. Branding Strategy
Brands with strong equity have many competitive advantages:
High consumer awareness
Strong brand loyalty
Helps when introducing new products
Less susceptible to price competition
Goal 3: Understand branding strategy

20. Brand Strategy Key Decisions Three levels of positioning:
Product attributes
Least effective
Benefits
Beliefs and values
Taps into emotions
Brand Positioning
Brand Name Selection
Brand Sponsorship
Brand Development
Goal 3: Understand branding strategy

21. Brand Strategy Key Decisions Brand Positioning Brand Name Selection
Good Brand Names:
Suggest something about the product or its benefits Mr. Clean
Are easy to say, recognize and remember
Are distinctive
Are extendable
Translate well into other languages
Can be registered and legally protected
Key Decisions
Brand Positioning
Brand Name Selection
Brand Sponsorship
Brand Development
Goal 3: Understand branding strategy

22. Brand Strategy Key Decisions Manufacturer brands
Private (store) brands
Costly to establish and promote
Higher profit margins
Licensed brands
Name and character licensing has grown
Co-branding
Advantages / disadvantages
Brand Positioning
Brand Name Selection
Brand Sponsorship
Brand Development
Goal 3: Understand branding strategy

23. Brand Strategy Key Decisions Line extensions Brand extensions
Minor changes to existing products
Brand extensions
Successful brand names help introduce new products
Multibrands
Multiple product entries in a product category
New brands
New product category
Brand Positioning
Brand Name Selection
Brand Sponsorship
Brand Development
Goal 3: Understand branding strategy

24. Managing Brands
Brands are known through advertising, personal experience, word of mouth, the Internet
Everyone in the company represents the brand
Companies need to periodically run a brand audit
Goal 3: Understand branding strategy

25. Services Marketing Services
Account for 74% of U.S. gross domestic product.
Service industries include business organizations, government, and private not-for-profit organizations.
Goal 3: Understand branding strategy

26. Characteristics of Services
Intangibility
Consumers look for service quality signals
Inseparability
Services can’t be separated from providers
Variability
Employees and other factors result in variability
Perishability
Services can’t be inventoried for later sale
Goal 3: Understand branding strategy

27. Service Firm Marketing Strategies
The Service-Profit Chain
Internal Marketing
Interactive Marketing
Managing Service Differentiation
Managing Service Quality
Managing Service Productivity
Goal 4: Identify 4 characteristics that affect marketing a service

28. Product Decisions and Social Responsibility
Acquiring and dropping products
Patent protection
Product quality and safety
Product warranties
Goal 5: Realize additional product issues

29. International Product and Services Marketing
Special challenges:
Which products should be marketed internationally?
Should the products be standardized or adapted for world markets? Packaging?
Goal 5: Realize additional product issues