Communication involves sending a message. Marketing communications includes every interaction where a message or meaning is shared between the company and a targeted audience. Reviewing the Marketing Atom framework, we see that there are four segments to this: direct communications, advertising communications, digital communications, and publicity communications. Within these, it is important to note that communication type...
There is so much literature on customer relationship management that it is sometimes stifling to go through all the theory. What should be such a simple concept is often so over-analysed that many marketers grow a fear of it. This chapter will take the key ideas of CRM to simplify what is most important when dealing with customers. If I could choose another name for the chapter, I would name it “choose your customers.” I...
Ever had a bad experience with a specific company? Maybe those salesmen from company XYZ do not stop harassing you, or maybe you had to be transferred 7 times over a two week period to cancel a service. The word service itself has bad connotations with many people. Why would someone contact customer service? To complain. When do you bring up the service at a restaurant or cafe? Often, it is because you were unsatisfied w...
The pleasure and pain principle is a theory that humans are driven primarily by a desire to avoid pain and obtain pleasure. If this is true, all our purchase decisions would be hinged on either giving some advantage in obtaining pleasure or alleviating pains. At the very least, we can definitively say that we buy products to solve problems: whether it be a refrigerator to prolong our food or luxury cuff-links to improve our...
Understanding how consumers make decisions is the foundation of understanding marketing. While the value formula explains how we make decisions in a simplified way, we can delve into decision making much more. The decision making process starts from the planting of the idea of purchase, and continues past purchase. <...
