Chapter 4

1. Chapter 4 Marketing on the Web

2. Learning Objectives In this chapter, you will learn about: • When to use product-based and customer-based marketing strategies • Communicating with different market segments • Customer relationship intensity and the customer relationship life cycle • Using advertising on the Web • E-mail marketing

3. Learning Objectives • Technology-enabled customer relationship management • Creating and maintaining brands on the Web • Search engine positioning

4. Web Marketing Strategies • Increasingly, companies are classifying customers into groups and creating targeted messages for each group. • The size of these groups can be smaller when dealing with the Web. • New research has suggested ways in which Web sites can respond to visitors who arrive with different needs at different times.

5. Web Marketing Strategies • Companies use the term “marketing mix” to describe the combination of elements that they use to achieve their goals for selling and promoting their products or services. • A company calls its particular “marketing mix” its marketing strategy.

6. Web Marketing Strategies • The essential issues of marketing are also referred to as the four Ps of marketing. • Product • Price • Promotion • Place

7. Four Ps of Marketing • Product is the physical item or service that a company is selling. • The price element of the marketing mix is the amount the customer pays for the product. • Promotion includes any means of spreading the word about the product. • The issue of place is the need to have products or services available in many different locations.

8. Product-based Marketing Strategies • Managers at many companies think of their businesses in terms of the products and services they sell • When customers are likely to buy items from particular product categories, this type of product-based organization makes sense

9. Product-based Marketing Strategies • Most office supplies stores on the Web believe their customers organize their needs into product categories. • The Staples home page uses product categories as a very strong organizing theme. • The Staples page has tabbed headings near the top of the page that links to product categories.

10. Customer-based Marketing Strategies • Web sites can be created that are flexible enough to meet the need of many different users. • Instead of thinking of their Web sites as a collection of products, companies can build their Web sites to meet the specific needs of various types of customers. • A good first step in building a customer-based marketing strategy is to identify groups of customers that share common characteristics. • For example, Office Depot directs customers into one of two branches.

11. Communicating with Different Market Segments • Identifying a group of potential customers is just the first step in selling to those customers. • Equally important is the selection of the communication media to carry the marketing message. • In the physical world, companies can convey a large part of their message by the way they construct buildings and design floor space. • Media selection can be critical for an online firm because it does not have a physical presence.

12. Communicating with Different Market Segments • The only contact a potential customer might have with an online firm could well be the image it projects through the media and through its Web site. • The challenge for online businesses is to convince customers to trust them even though they do not have an immediate physical presence.

13. Trust and Media Choice • The Web is an intermediate step between mass media and personal contact. • Using the Web to communicate with potential customers offers many of the advantages of personal contact and many of the cost savings of mass media.

14. Trust and Media Choice

15. Market Segmentation • The identification of specific portions of a market and targeting them with specific advertising messages is called market segmentation. • Market segmentation divides the pool of potential customers into segments. • The practice of targeting very small market segments is called micromarketing.

16. Market Segmentation • Marketers have traditionally used three categories of variables to identify market segments • Geographic segmentation – location • Demographic segmentation – information, such as age, gender, family size, income, education, religion, or ethnicity • Psychographic segmentation – variables, such as social class, personality, or their approach to life

17. Market Segmentation • Companies that advertise on television often create messages designed to reach the likely audiences of various types of programs.

18. Market Segmentation on the Web • The Web gives companies an opportunity to present different store environments online.

19. Market Segmentation on the Web

20. Market Segmentation on the Web

21. Market Segmentation • Both the Old Navy and Eddie Bauer Web sites are well-designed and functional. • However, you will notice that they are addressed to different market segments. • Old Navy is targeted towards young, fashion-conscious buyers. • Eddie Bauer is rendered in a more muted, conservative style.

22. Offering Customers a Choice on the Web • Dell Computer has done many things well in its online business. • Dell offers customers a number of different ways to do business with the company. • Dell has links for each of the major groups of customers it has identified and also includes links to specific product categories.

23. Segmentation Using Behavior • In the physical world, businesses can sometimes create different experiences for customers in response to their needs. • The creation of a separate experience for customers based on their behavior is called behavioral segmentation. • Customizing visitor experiences to match the site usage behavior patterns of each visitor or type of visitor is called usage-based segmentation.

24. Segmentation Using Behavior • Researchers have begun to identify common patterns of behavior and to categorize those behavior patterns. • One set of categories that marketers use today includes browsers, buyers, and shoppers. • A person might visit a Web site one day as a browser, and then return later as a shopper or buyer.

25. Segmentation Using Behavior • A recent study conducted in 2000 by a major consulting firm examined the behavior of 50,000 users and identified six different groups of active Internet users • Simplifiers • Surfers • Bargainers • Connectors • Routiners • Sportsters

26. Customer Relationship Intensity and Life-cycle Segmentation • One goal of marketing is to create strong relationships between a company and its customers. • Good customer experiences can help to create an intense feeling of loyalty towards the company and its products or services. • Researchers have identified five stages of loyalty as customer relationships develop over time.

27. Customer Relationship Intensity and Life-cycle Segmentation • Five stages of loyalty: • Awareness • Exploration • Familiarity • Commitment • Separation

28. Customer Relationship Intensity and Life-cycle Segmentation

29. Acquisition, Conversion, and Retention of Customers • The first step in doing business on the Web is to acquire or draw visitors to the site itself. • The second step is converting those first time visitors into customers by persuading them to make a purchase or register with the site, etc. • Customers who return to the site one or more times after making their first purchases are retained customers.

30. Advertising on the Web • Advertising is all about communication • Communication between a company and its current customers • Communication between a company and potential customers • Communication between a company and its former customers • To be effective, firms should send different messages to each of these audiences.

31. Advertising on the Web • Most companies that launch an electronic commerce initiative will already have an advertising program. • Online advertising should always be coordinated with existing advertising efforts. For example, print ads should include the company’s URL.

32. Banner Ads • Most advertising on the Web uses banner ads. • A banner ad is a small rectangular object on a Web page that displays a stationary or moving graphic and includes a hyperlink to the advertiser’s Web site. • The most common sizes of banner ads are: • Full banner • Half banner • Square button

33. Banner Ad Placement • There are three different ways to arrange for other Web sites to display your banner ads. • A banner exchange network coordinates ad-sharing so that other sites run your ad while your site runs other exchange members’ ads. • The second way is to find Web sites that appeal to one of the company’s market segments and then pay them to carry the ads. • A third way is to use a banner advertising network.

34. Other Web Ad Formats • Another format of Web advertising is the pop-up ad. • A pop-up ad is an ad that appears in its own window when the user opens or closes a Web page. • Another type of pop-up ad is called the pop-behind ad. • A pop-behind ad is a popular ad that is followed very quickly by a command that returns focus to the original window • The window is parked behind the user browser waiting to appear when the browser is closed.

35. E-Mail Marketing • Since advertising is a process of communication, it is easy to see that e-mail can be a very powerful element in any company’s advertising. • Many businesses would like to send e-mail messages to their customers and potential customers about new or existing products. • However, industry analysts have severely criticized some companies for sending e-mail messages to customers or potential customers. • Some companies have faced legal action after sending out mass e-mailings.

36. E-Mail Marketing • Unsolicited e-mail is often considered to be Spam. • Sending e-mail messages to Web site visitors who have expressly requested the e-mail messages is a completely different story. • A key element in any e-mail marketing strategy is to obtain customers’ approval before sending them any e-mail that includes a marketing or promotional message.

37. Permission Marketing Strategies • Many businesses may send e-mail messages to their customers and potential customers. • The practice of sending e-mail messages to people who have requested them is a part of marketing strategy called permission marketing. • One Web site that offers opt-in e-mail services is yesmail.com.

38. Technology-Enabled Customer Relationship Management • The nature of the Web allows firms to gather more information about customers’ behavior and preferences than they can gather using micromarketing approaches. • Technology-enabled relationship management occurs when a firm obtains detailed information about a customer’s behavior, preferences, needs, and buying patterns, and uses that information to set prices, negotiate terms, tailor promotions, add product features, and otherwise customize its entire relationship with that customer.

39. Technology-Enabled Customer Relationship Management • Although companies can use technology-enabled relationship management concepts to help manage relationships with vendors, employees, and other stakeholders, most currently use these concepts to manage customer relationships • Technology-enabled relationship management is often called • Customer relationship management (CRM) • Technology-enabled customer relationship management • Electronic customer-relationship management (eCRM)

40. Creating and Maintaining Brands on the Web • A known and respected brand name can present to potential customers a powerful statement of quality and value. • Branded products are easier to advertise and promote because each product carries the reputation of the brand name. • Companies have nurtured and developed their branding program in the physical marketplace for many years.

41. Elements of Branding • The key elements of a brand are differentiation, relevance, and perceived value. • Product differentiation indicates that the company must clearly distinguish its product from all others in the market. • Relevance is the degree to which the product offers utility to a potential customer. • Perceived value is a key element in creating a brand that has value.

42. Elements of Branding

43. Emotional Branding vs. Rational Branding • Companies have traditionally used emotional appeals in their advertising and promotion efforts to establish and maintain brands. • Rational branding relies on the cognitive appeal of the specific help offered, not on a broad emotional appeal.

44. Brand-Leveraging Strategies • Rational branding is not the only way to build brands on the Web. • One method that is working for well-established Web sites is to extend their dominant positions to other products and services. • Yahoo! is an excellent example of this strategy.

45. Affiliate Marketing Strategies • In affiliate marketing, the affiliate firm’s Web site includes descriptions, reviews, ratings, or other information about a product that is linked to another firm’s site that actually offers the item for sale. • The affiliate site receives a commission. • The affiliate site also obtains the benefit of the selling site’s brand in exchange for the referral.

46. Brand Consolidation Strategies • Another way to leverage the established brands of existing Web sites was devised by Della & James, an online bridal registry. • Della & James offers a single registry that connects to several local and national department and gift stores, including Crate & Barrel, Dillard’s, Gump’s, Neiman Marcus, and Williams-Sonoma.

47. Cost of Branding • Transferring existing brands to the Web or using the Web to maintain an existing brand is much easier and less expensive than creating an entirely new brand on the Web. • Promoting the company’s Web presence should be an integral part of brand development and maintenance. • Integrating the URL with the company logo on brochures can also be helpful.

48. Viral Marketing Strategies • Viral marketing relies on existing customers to tell other persons about the products or services that they have enjoyed using. • Viral marketing approaches use individual customers to spread the word.

49. Search Engine Positioning • Potential customers find Web sites in many different ways. • Some site visitors will be referred by a friend, others by affiliates, some will see the site’s URL in a print advertisement or on television. • Many site visitors will be directed to the site by a search engine.

50. Search Engine Positioning • A search engine helps people find things on the Web. • A search engine has three major parts • The first part is called a spider, a crawler, or a robot • The second part is called its index or database • The third part of the search engine is the search utility