1. Introduction to Marketing Bangor Transfer Abroad Programme Delivery of Values Delivery of Values – Being Close to the Customer

2. Introduction to Marketing Bangor Transfer Abroad Programme Structure Delivery in Marketing Components of Delivery Channels People Systems Framework for Delivery

3. Introduction to Marketing Bangor Transfer Abroad Programme Delivering Values POSITIVES Add value Add Margin Create Loyalty NEGATIVES Erode Value- Created Reduce Loyalty Encourage Switching Management of Delivery

4. Introduction to Marketing Bangor Transfer Abroad Programme Delivery of Values Marketer LogisticsPeople Systems/ Technology Targeted Customers

5. Introduction to Marketing Bangor Transfer Abroad Programme LOGISTICS - Channels - Transport PEOPLE - Human interactions SYSTEMS -The way we work + Focus on…

6. Introduction to Marketing Bangor Transfer Abroad Programme Delivery through…. Marketer Channels of Distribution Targeted Customers Direct

7. Introduction to Marketing Bangor Transfer Abroad Programme Channels of Distribution An Interacting set of organisations and institutions that move the product / service to the customer. In terms of - Physically - Ownership

8. Introduction to Marketing Bangor Transfer Abroad Programme Economic basis

9. Introduction to Marketing Bangor Transfer Abroad Programme Managing Channels Opportunities cost reduction increased customer benefit expanded customer base joint marketing Problem Areas Cost of Margin Loss of control Distributor power Distributor competition

10. Introduction to Marketing Bangor Transfer Abroad Programme People “You tell Customers what makes you what makes you great. great. Do Your Employees Know?” ?

11. Introduction to Marketing Bangor Transfer Abroad Programme Alison’s Story A Person The Power of A Person The Effect on Brand Loyalty The Impact of “Moments of Truth” A company that really does put its Brand Values into action

12. Introduction to Marketing Bangor Transfer Abroad Programme Systems / Technology Marketer Customer Enquiry Order Billing Service

13. Introduction to Marketing Bangor Transfer Abroad Programme Systems Design “User – Friendly” Integrated internally Based on Adding Value

14. Introduction to Marketing Bangor Transfer Abroad Programme Framework for Service Delivery Customers Who are They? Resources What do we have? How to use? Needs of Customers What is needed? Service Delivery What are we doing? Should be doing? Measure Targets Outcomes