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Retail Communication Mix by Udyam Consultants
1.
FMS Semester 2
Udyam ©
2.
A communication program that is designed to achieve a variety of objectives for the retailer, such as building a brand image of the retailer in the customer's mind, increasing sales and store traffic, providing information about the retailer's location and offering, and announcing special activities. In store VM Store Design Employees Outside the store Advertising Direct Marketing Social Media Udyam ©
3.
Retailers communicate with customers through : advertising, sales promotions, store atmosphere, Web sites, salespeople, e-mail, direct mail, m-commerce, community building, publicity, and word of mouth. These elements in the communication mix must be coordinated so customers have a clear, distinct image of the retailer and are not confused by conflicting information. Udyam ©
4.
Can retailers build brand equity for their stores and their private-label merchandise? Why do retailers/brands need to have an integrated marketing communication program? What steps are involved in developing a communication program? Udyam ©
5.
Long-term
Short-term Build Brand (retailer’s name) Image Increase Traffic Create Customer Loyalty Increase Sales Udyam ©
6.
Distinguishing name or
symbol, such as a logo, that identifies the products or services offered by a seller and differentiates those products and services from those offered by competitors Udyam ©
7.
Value to Retailers
(Brand Equity) Value to Customers Attract Customers ■ Promises Consistent Build Loyalty Quality Higher Prices Leading to ■ Simplifies Buying Process Higher Gross Margin ■ Reduces Time and Effort Reduced Promotional Expenses Searching for Information Facilitates Entry into New Markets About Merchandise/Retailer Allen Solly Allen Solly kids Park avenue Park avenue Ladies Udyam ©
8.
Udyam ©
9.
Udyam ©
16-9
10.
Udyam ©
16-10
11.
Aided Recall
Stimulates Visits to Top Mind Awareness Retailer Udyam © 16-11
12.
The retailer’s brand
image is developed and maintained through the retailer’s communication mix Retail Communication Mix Udyam © 16-12
13.
Integrated Marketing Communication
Program A program that integrates all of the communication elements to deliver a comprehensive, consistent message Providing a consistent image can be challenging for multichannel retailers – Need to consider the needs of all channels early in the planning of its communication program Udyam © 16-13
14.
Present a Consistent
Brand Image through all Communications with Customers •Store Design •Advertising •Web Site •FB The McGraw-Hill Companies, Inc./Andrew Resek, photographer Udyam ©
15.
Pluses
Minuses Develop Awareness and ■ Associations Might Not Image Quickly Be Compatible with Less Costs Needed to Extension Promote Extension Udyam ©
16.
Udyam ©
17.
Communication Methods
Udyam ©
18.
Advertising Sales promotions – Special events, In-store demonstrations Games, sweepstakes and contests Coupons Store atmosphere Boxes of KrustyO’s cereal at a New York 7- Website Eleven stores, temporarily converted into a Community building Kwik-E Mart, to promote the Simpson Movie. Jack Star/PhotoLink/Getty Images Udyam © 16-18
19.
The combination of
the store’s physical characteristics (architecture, layout, signs and displays, colors, lighting, temperature, sounds, smells) together create an image in the customers’ mind Udyam © 16-19
20.
VM In store Communication Verbal Non Verbal Store Design Store staff Merchandise Tag Windows Udyam ©
21.
Udyam ©
22.
Retail salespeople are primary vehicle for providing paid personal communication to customers. Personal selling – salespeople satisfy needs through face to face exchange of information Email – retailers inform customers of new merchandise, receipt of order or when order has been shipped Direct Mail M-Commerce (mobile commerce) Social Media E Commerce Udyam ©
23.
Publicity is communication
through significant unpaid presentations about the retailer, usually a news story, in impersonal media. • Newspaper • TV coverage • Macy’s Thanksgiving Day Parade Udyam ©
24.
The Gap, Emporio
Armani, and Apple are among several retailers selling red products, a portion of the proceeds go to Product RED, a charity to wipe out AIDS in Africa Udyam ©
25.
Word-of-mouth Can be favorable Can be detrimental Social Shopping A communication strategy in which consumers use Internet to engage in the shopping process by exchanging preferences, thoughts, and opinions Product/service reviews Udyam ©
26.
Udyam ©
27.
Comparison of Communication Methods
Udyam ©
28.
Planning the Retail
Communication Program Udyam ©
29.
Communication objectives: Specific goals related to the retail communication mix’s effect on the customer’s decision-making process Long-term: ex) creating or altering a retailer’s brand image Short-term: ex) increasing store traffic Udyam ©
30.
Retail and Vendor Communication
Programs Vendor Retailer • Long-term objectives • Short-term objectives • Product focused • Category focused • National • Local • Specific product • Assortment of merchandise Udyam ©
31.
Setting the Communication
Budget • Marginal analysis Advertising Sales • Objective and task • Rules of thumb Sales Advertising - Affordable - Percent of sales - Competitive parity Udyam ©
32.
Setting the Communication
Budget Marginal Analysis Method Based on the economic principle that firms should increase communication expenditures as long as each additional rupee spent generates more than a rupee of additional contribution Very hard to use because managers don’t know the relationship between communication expenses and sales Udyam ©
33.
Determines the budget required to undertake specific tasks to accomplish communication objectives Udyam ©
34.
Illustration of Objective
and Task Method for Setting a Communication Budget Udyam ©
35.
Affordable Budgeting Method
– Percentage of Sales Method – sets communication budget by communication budget is set as a fixed determining what money is percentage of forecasted sales. available after operating costs and profits are budgeted. Drawback: The affordable Drawback: This method assumes the method assumes that the same percentage used in the past, or by communication expenses don’t competitors, is still appropriate for the stimulate sales and profits. retailer. Udyam ©
36.
Competitive Parity Method
– this communication budget is set so that the retailer’s share of communication expenses equals its share of the market. Drawback: This method (like the others) does not allow the retailer to exploit the unique opportunities or problems they confront in a market. Udyam ©
37.
Brand Vertical Sector Sales Channel Communication mix ? Udyam ©
38.
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