Identify key elements of customer service

Assignment Help Marketing Management
Reference no: EM132309172

Topic:

They are based on the same choice of topic. In other words, students cannot choose between topics for each assessment task. They must remain with the same topic for Assessment #1 (i.e. Opportunity Analysis) and Assessment #2 (i.e. Strategic Marketing Plan).

Target Market & Positioning

Selection of Target Market

Identify the target market chosen for this plan and justify why?

(This is justshow what you need to be included.BUT do not show whole session usingBLACK POINTS. We need paragraph).
• Identify the targeting strategy adopted by your company. This will determine which market segments you will focus on (e.g., mass marketing, differentiated marketing, concentrated etc.);
From here, identify the selected target market.
• Provide the profile of your target market addressing such as the following:
Note: 1. You don't have to choose all of them, just choose what do you think suitable appropriate for your assignment for the product or company of you choose in your LAST assignment.
2. When you choose some points you have to a short paragraph explaining why and what specific.
o Demographics (e.g., age, gender, social status, occupation, religion, ethnicity, income, social class);
o Psychographics (e.g., lifestyles, attitudes and beliefs, perceptions, personality, adopter categories such as innovators, early adopters, early majority, late majority, laggards).
o Consumption and use patterns (i.e., Behavioural): Buying motives, when, where and how they buy, usage rate, how often they buy, who makes the buying decision and who does the buying.
o Geographic (e.g., location, region, state, zip codes, countries, cities, urban, climate, market size etc.)
o Marketing and brand dimensions (e.g., specific responses to marketing campaigns, familiarity to the brand, do they select a product based on brand/attributes, brand loyalty, customer satisfaction etc.)

Positioning Strategy
Positioning Strategy
Describe the company's unique selling proposition and how you differentiate yourself from competitors.
(This is justshow what you need to be included.BUT do not show whole session usingBLACK POINTS. We need paragraph).
• Provide the company's positioning strategy.
• Provide slogan or positioning statement for the company.
Positioning strategies can be based on the following:(MUST BE follower all of them in this part)
• Product attributes;
• Product benefits;
• Meeting a need which is not being satisfied by competitors;
• Customer usage, occasions/patterns;
• Users;
• Direct comparisons to competitors;
• Avoiding competitors;
• Product classes.
Construct a strategic group map of competitors in your industry.
• Ensure that you label the X and Y-axis.
• Ensure that you state where your company/brand is currently positioned and where you would like to be positioned based on your marketing strategy.

Marketing Mix Strategies
State the major elements of your marketing mix (detailed below). Justify and explain how they interact to create synergy.
Product/Service
(This is justshow what you need to be included.BUT do not show whole session usingBLACK POINTS. We need paragraph).
• Identify main product line and sub-product lines;
• Identify key product attributes (e.g., features, quality, wide or deep product assortment, packaging, warranty etc.) that will be or have been implemented in response to target market's needs and according to marketing strategy.
• Provide product name, description, functionality, features and benefits;
• Compare your product offering to that of your main competitors;
• Identify (if appropriate) changes to production process;
• Provide a 2-D image of the new product/s with descriptors.


Price
Identify the cost of the product to the customer.
• Detail the new pricing structure (i.e., wholesale price, mark-up, retail price)
• Describe how the selling price will be determined;
• Describe pricing strategy (e.g., market-skimming pricing, market penetration pricing, lowest price provider, geographic pricing, bundling of products etc.) and how it relates to the overall marketing strategy;
• Provide discount schedules;
• Provide instances of price adjustments (e.g., reaction to competitor pricing, geographical price zones, levies/regulation, taxes etc.)
Justify your strategy based upon the overall objective of the marketing plan> Please note there are other pricing strategies you may apply.

Promotion
Overview: Your promotional strategy must reflect your positioning strategy. This means that the message you are sending to the market be relative to the positioning strategy. Develop a 3-6-word sentence that can be used to portray this strategy. For instance, Toyota use "oh what a feeling". Also, the media chosen to communicate the message must be the same media that your target market consumes. As such the message must be the same across all the media used. Remember who you have chosen as your target market and how will this enable you to achieve your objectives.


1. Copy:
• Provide ad themes selected according to marketing strategy: the appeal and messages to be conveyed which support the marketing strategy (can be based on your unique selling proposition);
• Provide ad styles (i.e., emotional, fear, factual, imaginative, comparative);
• Stipulate the person/agency in charge of execution.

2. Media:
• Explain choice of media in combination with ad type (e.g., print, radio, TV, outdoors, online, social media, events, Public relations/publicity)
• Explain how each medium will be used in terms of timing, sequencing and synergy. Explain and include the below table (but do so for 12 months). You may commence in any month of the year.

• Describe any loyalty programs offered (e.g., reward programs, appreciation programs, partnership programs, rebate programs, affinity programs).
Now choose which of the following you could use for your promotional campaign and apply. There is no set number - choose only what you wish to apply in your plan.
In here, you don't have to include all of them, just choose what you purpose do in your business.

3. Customer and Service Support
• Identify key elements of customer service and support that relate to the marketing strategy;
• Customer service hours;
• Level and method of customer service/support provided (e.g., telephone, website, live chat, email etc.)
• Response time to customer inquiries;
• Other?

4. Personal Selling
• Identify elements of personal selling (face-to-face) strategy if applicable;
• Identify sales force needed (i.e., number of sales persons required, type of sales people required, type of sales presentation to use).

5. Sales Promotion
• Samples
• Coupons
• Premiums
• Contests
• Refunds. Rebates
• Bonus packs
• Frequency programs,
• Event marketing
• Other?

6. Trade Promotion
• Describe elements of trade promotions with distributors and/or partners (e.g., contests, trade allowances, point-of-purchase displays, trade shows etc.)

7. Public relations/Publicity
• Press release;
• Sponsorships;
• Cause-related marketing;
• Other?
Place
• Specify the role of distribution as it applies to the marketing strategy (e.g., exclusive distribution, penetrate the whole market, selective distribution);
• Identify geographical or sales territories to be covered;
• Specify the types of distribution channels (e.g., direct, indirect, number and type of intermediaries (retailer, wholesaler, distributors, agents);
• Specify whether middlemen are: promoting your product, adding a price mark-up, negotiating with customers or other middlemen, transporting and sorting goods, gathering market research information, providing market research/data information down and up the supply chain).

STYLE FACTORS:

The following must be adhered to:
- 11 or 12 size font, Arial or Times New Roman
- Insert page numbers
- Use the sub-headings outlined in the template to guide the reader through the sections
- The executive summary and table of contents are not included in the word count.
- Figures and tables should be used where appropriate, and are not included in the word count, nor are quotes and references. Direct quotes should be used sparingly.

- NO APPENDICES should be attached to the report. For this reason, all diagrams, illustrations, tables etc. should be embedded throughout the plan.

A reference list should be included. A minimum of 10 references. Web reference sources are acceptable and are likely to be the primary sources.

Attachment:- Assessment requirement.zip

Verified Expert

Executive summary is included with each and every point indicated in the template - but made in paragraph as per the instructions, also word limit is set as appropriate. Positioning map is now included with some more features, indicating labeling and position with the help of shapes. Promotion though indicated like bulleted points they makes up text only, now changed to paragraphs completely.Gantt chart is scheduled for one year.(365 days).The entire Gantt chart is about the marketing strategy of Vodafone not on WBS. WBS is for the activities identified for Vodafone. The template given before is slightly different than the one attached here. Still they are mostly same, done based on the one given before.

Reference no: EM132309172

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Reviews

len2309172

5/20/2019 11:39:57 PM

Hi there, I need expert to helping me complete the assessment in this time. Because this is related to the first assignment. They are based on the same choice of topic. In other words, students cannot choose between topics for each assessment task. They must remain with the same topic for Assessment #1 (i.e. Opportunity Analysis) and Assessment #2 (i.e. Strategic Marketing Plan).

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