Archive for the ‘MARKETING’ Category

No Saturn? … What about the owner picnics in Tennessee ?

March 4, 2009

Ken’s Take: Talk about blowing a great franchise.  In the 1990s, Saturn had growing cult-like following, often being praised as a brand in the league of  Harley-Davidson.  GM squandered a valuable asset. 

My bet: there’s enough residual brand equity for Saturn to rise from the ashes.  In fact, if I were running GM, Saturn would be the nameplate I’d slap on all hybrid electrics.

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Excerpted from WSJ, ” Era Ends as GM Snubs Saturn”, Feb 19, 2009

For years, analysts have urged GM to pare its brands. But GM executives insisted it would be too expensive after spending an estimated $2 billion to wind down Oldsmobile earlier this decade. Yet cutting brands shaves operating costs because each brand requires a certain amount of spending on product development advertising, dealer support and other expenses.

Now, GM is turning its back on Saturn, Pontiac, Saab and Hummer, General Motors Corp. is abandoning a decades-old product strategy that once helped ensure its dominance.

Saturn, Hummer, Saab and Pontiac have all struggled to attract customers. That prompted GM to sell large numbers of them to car-rental concerns, corporate fleet buyers and GM’s own employees. Of the 504,000 vehicles sold under the four brands in 2008, 40% went to fleets and employees. Such sales generally are less profitable than those to consumer buyers.

Of the four brands being cut off, Saturn once held the most promise. GM created the line in 1985 as a completely separate company offering small cars that aimed to compete head-on with Toyota and Honda Motor Co.

Saturns featured dent-resistant plastic bodies, its dealers promised friendly, no-haggling sales and customers were invited to an annual “homecoming” cookout at the Saturn plant in Spring Hill, Tenn. For some customers, buying a Saturn was like joining a club.

But in the 1990s, GM starved Saturn for new products as it tried to revive Oldsmobile. After GM killed Olds, it turned to neglected Saturn. It spent billions to produce a range of new vehicles, many of them derivations of its Opel models from Europe. Some were hits; the Aura sedan was praised by many car reviewers.

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Some Saturn dealers now hope that instead of closing the brand, GM will spin it off as a separate company. A team of Saturn dealers is spending 60 days working with GM to evaluate the possibility. These dealers would sell vehicles under the Saturn brand made by other manufacturers, possibly from overseas.

“This is going to be somebody’s low-cost entry to the world’s largest car market.”

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Full article:
http://online.wsj.com/article/SB123500373416017943.html?mod=article-outset-box 

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Is That Ad Targeting You? Web Ad Aim Improves

March 4, 2009

Excerpted from WSJ, “More Web Ads Improve Their Aim” By J. Vascellaro and E. Steel, Feb 5, 2009

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As marketers scale back their ad budgets, some new technologies that make it easier for marketers to track the impact of their online advertising are gaining ground.

Products based on these technologies — such as customized ads that show different products to different users, Web ads hidden inside links in text, and online coupons — are part of what is called “performance-driven advertising.” That’s because the products aim to improve and more precisely measure how a particular ad performs.

While no one format is likely to emerge as a silver bullet for marketers seeking to use their ad dollars more efficiently, the advertising industry is betting on these technologies to increase online advertising spending …

Internet retailer Overstock.com is becoming a big user of performance-driven ad products. The company is planning to spend about 20% of its overall marketing budget for this year, on personalized ads from Choicestream, which makes product-recommendation software, says Overstock Chief Executive Patrick Byrne.

To devise the personalized ads … Choicestream relies on data the retailer provides about what customers browse and purchase on its site. Choicestream uses the data to select what personalized products and offers to insert into Overstock ads as they appear to potential customers browsing the Web … While Overstock hasn’t had much luck with online display advertising in the past, the new, personalized ads drove a sevenfold increase in clicks on the ads and a threefold increase in sales relative to other display ads

Internet giant Yahoo and Teracent … offer customized ad products similar to Choicestream’s … Companies like Choicestream, Yahoo and Teracent hope to steal some thunder from search advertising, which remains one of the biggest and fastest-growing ad formats. Since search ads are related to what a person is searching for on the Web, consumers often find them more relevant than other ads, and advertisers typically find them more cost effective.

But as budgets tighten, other formats that can prove they are worth their price are gaining momentum too. Coupons Inc., which makes software to help companies create and distribute online coupons … has seen a recent surge in interest from advertisers looking for more cost-effective online marketing options …

Committed revenue for the year at Vibrant, which creates in-text ads, has doubled from a year ago … In-text ads appear when a computer user hover a mouse over links that appear in the text on a Web page.

The new ad formats are winning over some big marketers. Over the past year, auto maker Chrysler, whose brands include Dodge and Jeep, has shifted its online-ad spending away from lifestyle sites to sites … toward performance-driven products like Vibrant’s in-text ads. Chrysler is also continuing to spend on search ads …

Chrysler says the shift has paid off: The percentage of total retail sales attributed to online leads rose two percentage points in 2008 from the prior year.

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Full Article:
http://online.wsj.com/article/SB123379182761749823.html

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Go Beyond Demographics to Really Understand Your Customer

March 3, 2009

Excerpted from Harvard Business Publishing, “It’s Not Who Your Customers Are, It’s How They Behave”, by Peter Merholz, February 11, 2009

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Businesses cannot exist without customers, so it’s sadly ironic that many, if not most, businesses, actually understand so little about them.

As a company grows, a smaller and smaller percentage of the staff interacts with the customers. In fact, those folks on the “front line” (think call centers, service counters, retail stores) are typically among the lowest-paid and have the least authority.

Meanwhile, back at headquarters fundamental decisions are made with extremely limited information about customers. There, understanding the customer is often considered someone else’s responsibility, because, “we have a department for that.”

No department has a complete view of the customer, however, and so in place of true understanding are models and frameworks that attempt to describe the customer. Many companies don’t go beyond demographics and market segmentation. While it’s helpful to know how they break down by age, sex, income, region, and other easily measurable characteristics, there’s actually very little you can actually do with that information.

In order to become customer experience-driven, you need to go beyond who your customers are, and understand what they do.

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Case Example: A large national bank with a sophisticated demographic model, but didn’t understand what cinched the deal.

Initial efforts focused on the “goal” of buying a product and outlining the steps that people took to achieve that goal.

And in doing so, there was evidence of an underlying motivational layer of emotion that actually guided their decisions. Buying financial products is challenging, because unlike physical goods, it’s hard to define what you want ahead of time. At Best Buy, you can point to a 52″ television and say, “something like that.” You can’t do that with a loan or a line of credit.

So what happened was that while people appeared to engage in the appropriate steps to make a purchase decision, because they couldn’t articulate an end state, they were simply going through the motions and would never commit.

We realized that customers must satisfy three sets of requirements — functional (does the product meet my basic needs); intellectual (through comparison, am I confident I’m getting the best deal); and, crucially, emotional (could I have a relationship with this bank?).

The bank wanted to drive all applications for new products online, but the customer research analysis made clear the importance of maintaining a quality cross-channel experience.

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Full article:
http://blogs.harvardbusiness.org/merholz/2009/02/its-not-who-your-customers-are.html?cm_mmc=npv-_-WEEKLY_HOTLIST-_-FEB_2009-_-HOTLIST0218

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Let Mr. Clean wash your car …

March 3, 2009

“Excerpted from WSJ, “Mr. Clean Takes Car Wash Gig” By Ellen Byron, February 5, 2009

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Now Procter & Gamble Co. wants to wash your car. The giant manufacturer of household staples including Pampers diapers, Crest toothpaste and Gillette razors is forging a new business model: franchising car washes.

To jump-start plans for a nationwide chain of Mr. Clean Car Wash franchises, P&G in December acquired the franchise assets of Atlanta-based Carnett’s Car Wash, which has 14 locations.

“We need to look for new opportunities to allow us to grow,” says Bruce Brown P&G’s chief technology officer. “That isn’t limited to things within our current business model.”

P&G is under mounting pressure to find new sources of revenue growth, particularly as more cash-strapped shoppers think twice about buying its premium-priced products. Wall Street is increasingly skeptical that the mammoth company can garner meaningful gains in its slow-growing product categories and a tough economy.

Procter & Gamble has been quietly experimenting with service businesses in recent years. Since 2007, it has operated two Mr. Clean Car Washes  … Professional car washing, which rings up about $35 billion in sales a year in the U.S. won out as the company’s first major franchise push. “We want to blow this out to a national network of car washes,” Mr. Brown says.

The car-washing business has a handful of competitive advantages … It lacks a dominant national chain, aging baby boomers are reluctant to wash cars themselves and more water-strapped communities are pushing professional car cleaning as a conservation measure …

Procter’s previous attempts at entering the service industry have failed. In 2000, P&G operated a laundry service called Juvian Fabric Care, which it sold in 2003. Other efforts at company-owned stores, including one called Culinary Sol, also fell short …

P&G marketers are also eager to see if Mr. Clean Car Washes dotting roadways will help boost the image and exposure of the overall brand … Unlike most franchise start-ups, which require enormous marketing investment, Mr. Clean Car Washes come with a 51-year-old brand name, which P&G hopes will lure potential franchisees …

P&G, which scrutinizes shoppers down to the seconds it takes to notice a bottle on a store shelf, says it will offer franchisees detailed information about car-wash locations, consumer targeting and advertising response rates …

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Full Article:
http://online.wsj.com/article/SB123379252641549893.html

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Retailers Fashion Ways to Cut Costs

March 2, 2009

Excerpted from WSJ “Fashioning Ways to Hold Down Prices,” February 3, 2009, By Nicholas Casey

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After steep discounting on its tops, khakis and jeans ate into its margins last year, American Eagle Outfitters  is trying to reengineer the way it produces clothes.

It hopes to recalibrate its costs with moves that involve everything from changing where a garment is made (fewer Chinese factories and more Indian villages) to how it’s shipped (less use of air freight) to how it looks (no patterned pockets in many jeans).

Many retailers fear they will be forced into still more rounds of price cuts as the economy continues to sputter. “Eighty percent off is the new normal” …

Other teen chain stores are also growing wary of slipping prices. Abercrombie & Fitch which has tried markdowns since the holidays, says its brand would be harmed if it tarnished its high-end image with more price cutting. And Aéropostale says it’s looking to timed promotions to drive traffic rather than lowering price tags for good …

American Eagle hopes to cut its manufacturing costs significantly. Recently, the company began moving some production out of China, where wages are on the rise, and into cheaper labor markets in Cambodia and Vietnam … But shifting to less costly production carries its own risks … China is still tops in manufacturing talent and “there are definitely quality issues that are coming up” in places like Vietnam and Cambodia …

Even the way stores get their merchandise is evolving. In past years, distribution centers replenished each store’s clothes garment by garment. This year, the company is bundling many of its lines in prepackaged kits that include a small, two mediums, two larges and an extra large — a set that can go directly from the delivery truck to a display table.

American Eagle plans to entice its customers with brighter colors, hipper silhouettes and ruffles on women’s tops for spring. But it’s cutting out a few things it hopes its teen customers won’t miss: the ribbon that lines the waistband of its khakis, for example, and the color pattern on the material used for its jean pockets.

Changing pockets and eliminating ribbon saves only eight to 10 cents a garment, the company says. But eliminating relatively invisible features allows designers to add hip, visible details — like embroidery on the back pockets of denim jeans — that are more likely to lead to sales.

While it seeks savings, American Eagle has to be careful not to cut too much. Swamped by low-end competitors like Old Navy, the specialty retailer realizes “we can’t be the cheapest in the mall … If they wash it twice and it falls apart, they’ll say it’s not a good shirt,” he says. “There’s a fine line between price and value” … 

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Full Article:
http://online.wsj.com/article/SB123362245399041753.html?mg=com-wsj

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CPGs chuck unprofitable products … huh, weren’t they already doing that?

February 27, 2009

Excerpted from The Chicago Sun-TImes, “Foodmakers cutting the fat” by Emily Fredrix, February 14, 2009

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Food companies from Sara Lee to Heinz are trimming their offerings to focus marketing dollars on their higher-margin, best-selling brands and retain consumers, who are trading down in the recession.

Those top brands are more likely to hold their own, and getting rid of lesser-performing brands helps companies showcase top products as retailers cut inventory. Heinz aims to remove two items for each one it introduces. Sara Lee hopes to cut its offerings 8 percent this fiscal year.

It’s all shaping up to mean fewer choices for consumers.

But will they mind?

Probably not, analysts say, noting that if these products had a big following, companies would keep them around.

The nation’s grocery shelves could stand some trimming. They’re straining with about 50 percent more products than 10 years ago, including new formulas, flavors and sizes of existing lines, he said.

The trend of cutting SKUs — or stock-keeping units, the unique identity each product carries — has caught on the past three or four years. It accelerated last year as companies homed in on their most profitable brands.

Excess sizes, types and flavors of products increase the cost of everything from marketing and production to sales. And, during the recession, it’s particularly important to conserve cash. 

Most profit for many companies is concentrated in a small number of brands anyway. It’s not uncommon, he said, for 20 percent of a company’s products to account for 80 percent of its profitability.

The lines Kraft is cutting are not “major businesses,” CEO Irene Rosenfeld said recently.

Indeed, when products are removed, sales volume drops. Kraft said this month that sales unit volume fell 5.2 percent for the three months ending in December as consumers reacted to price increases and retailers cut inventory. Within that, eliminating product lines hurt volume by 1.5 percent.

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Full article: http://www.suntimes.com/lifestyles/health/1431224,CST-NWS-brand15.article

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Apple: Life at the top …

February 27, 2009

Excerpted from Fortune, “Five Easy Apple Charts”, by Philip Elmer-DeWitt, January 30, 2009

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If a picture is worth a thousand words, here’s five grand worth of Apple news in charts and lists released over the past couple of days.

1. Web Brands. Apple scored No. 10 in Nielson Online’s ranking of the top Web brands based on the number of unique visitors each site drew in December 2008 — which isn’t bad considering Apple.com’s focus is so much narrower than the brands it’s up against.Nielson Web 10

2. Social Brands. The iPhone scored No. 1 — ahead even of its parent company at No. 3 — in the Vitrue 100, a new ranking launched this week by an Atlanta-based marketing company. Vitrue’s list ranks blue chip brands by how often they get mentioned in blogs, photo-sharing sites and such social media entities as Facebook, MySpace and Twitter — presumably a measure of how large these names loom in the minds of an emerging category of early adopters.

Social brands

3. Days to 1 Million. This comes from published sales data to compare the rate at which the leading smartphones achieved the market penetration milestone of 1 million units.

million-sold-graphic-footnote-storm

4. Volume vs. Revenue. This data demonstrates that what matters is not how many smartphones you sell, but how much you make on each sale (includes revenue from other sales beyond phones).

Vol. vs. Rev. (1)

Vol. vs. Rev. (2)

5. Stock Price. Finally, a glance at Apple’s share price, which having suffered a thousand cuts in the past year finally picked up a little traction in the past two weeks.

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Full article:
http://apple20.blogs.fortune.cnn.com/2009/01/30/five-easy-apple-charts/

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Get those frugal consumers to buy something …

February 26, 2009

Excerpted from BusinessWeek, “How to Win Frugal Consumers and Influence Them to Buy”, by Susan Berfield, January 29, 2009

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For a while, Paco Underhill of the consulting firm, Envirosell, has been telling merchants that there are no new customers, which is his way of saying that stores must get better at persuading existing customers to purchase more. He has also noticed that people more often make decisions about what to buy when they’re out shopping, not before. This gives stores an opportunity: If they can compellingly present information about merchandise they might exert greater influence on consumers.

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In better times, when people selected an item from the shelf, they usually purchased it. Now the average amount of time shoppers spend in the aisles is increasing, by around 20% as they read labels more carefully. That sounds like it might be a good thing for retailers. But Underhill says people are more frequently discarding items in other parts of the store, particularly near the cash register. “They are trading out or experiencing buyer’s remorse,” he says.

Then there is the matter of choice: Underhill says some shoppers can’t deal with it, and if the item isn’t a necessity, they’ll just walk away. “Merchants have to take some control over the consumer’s eye,” he says. “Put up a sign that says ‘Our Best Seller’ or ‘Our Best Student Computer.'”

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Underhill and I go shopping at Whole Foods, a retailer known for trying to entice shoppers with “good stories” about its products. A large sign over the red kale and rainbow chard is titled “Why Buy Organic.” The explanation is probably too long for most people to read, he says, but that’s O.K. It’s meant to make shoppers feel they’re buying something valuable, maybe doing something virtuous.

A small sign stuck into a pile of Russian Banana fingerling potatoes reads “How cute are these?” Underhill loves it. “These are more expensive than Idaho potatoes, so they’re trying to find creative ways of getting you to trade up or try something new.”

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When Underhill talks to his clients about signs, he is concerned with what he calls the dropout rate, or the percentage of people who don’t read through an important piece of information.

Underhill’s work for a spice maker is an excellent case in point. The company had designed a pricey display for supermarkets, and the prototype categorized the bottles as spices, extracts, essences, or flavorings, and had no noticeable effect on sales. The distinctions the company was making were meaningless to shoppers. “Who cares what it is? What it does to food, how it tastes and smells, are all that counts.”

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Full article:
http://www.businessweek.com/magazine/content/09_06/b4118045670299.htm?chan=top+news_top+news+index+-+temp_news+%2B+analysis

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Listen Up … Better Yet – Watch Those Cell Phone Bills

February 25, 2009

Excerpted from Marketing Daily, “Group Cautions on Cell Phone Contracts,” by Aaron Barr, Jan 30, 2009

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As family budgets tighten and the recession deepens, watchdog group Consumer Action is encouraging consumers to watch out for hidden fees and penalties when it comes to cell phone contracts.

“As more and more Americans shift their phone use to cell phones, the costs and pitfalls associated with contract-based cell phones become clearer and clearer … In this new year, consumers … need to be more careful than ever about avoiding paying more than is necessary for cell phone service.”

According to the group, consumers should watch out for five issues in particular over the course of 2009. At the top of the list are early termination fees that occur when someone tries to break a pre-determined contract … 

A second issue comes from mandatory contract extensions that come when one tries to replace a lost or broken phone, which can be an increasingly significant issue as teen and tween cell phone use continues to rise. “Many consumers learn the hard way that there’s a catch when you try to replace a lost or broken cell phone–your contract may start all over again from scratch on the phone–even if you’ve been paying faithfully each month for replacement insurance” …

The group also advised consumers to watch out for overage fees when exceeding monthly limits on contracts and texting fees associated with their cell phone accounts. And the group warned immigrants to pay close attention to the rules on international calling cards. Many of the fees are not disclosed or are only disclosed in very small print on the back of the card.

“Even though limited progress has been made on some contract-based cell phone billing and disclosure issues, there are still many problems that will continue to confuse and mislead consumers in 2009 … Our goal here is to help shine a spotlight on some of the least understood problem areas” … 

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Full Article:
http://www.mediapost.com/publications/?fa=Articles.showArticle&art_aid=99369

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Retailers racing to the bottom with discount prices …

February 24, 2009

Excerpted from Reuters, “”Full price” to take on new meaning in 2009″, by Martinne Geller, January 16, 2009

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Department stores and apparel retailers may have bid farewell to the idea of selling merchandise at full price after taking brutal markdowns during the U.S. 2008 holiday season.

In November and December, consumers were treated to unprecedented discounts on even the most prestigious brands to spur purchases in the recession.

Retail executives now fear they have trained consumers to shop only when there are discounts, prolonging the squeeze on their profit margins. With no major buying holidays between now and the back-to-school season, analysts say consumers could even put off shopping for six months or more.

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A likely strategy is for retailers to lower initial prices to lure shoppers. That could decrease the need to later mark down unsold goods dramatically, analysts said.

Industry analysts expect clothes will come on the market in 2009 about 20 percent lower in price than they did last year, and in some cases, as much as 40 to 50 percent lower.

A smart pricing strategy is key to preserving brand cachet this year.  “I don’t think retailers can survive with a 50-percent-off sign,” he said.

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Retailers are engaging in a “race to the bottom” in terms of pricing, and the economic downturn pits high-end store chains against a growing cadre of lower-cost rivals.  Though higher-end chain J Crew, for example, is striving to sell its clothes at full price, they are “adjusting prices right now” in certain lines, admitting that opening prices were “too high.”

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Full Article:
http://www.guardian.co.uk/business/feedarticle/8271675

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Velveeta: Kraft’s Super Bowl Hero

February 24, 2009

Excerpted from WSJ, “Velveeta Gets Ready to Party” By Julie Jargon

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When the Super Bowls rolls around, thousands of women across the country are expected to welcome friends to their homes not just to watch the Super Bowl, but to dip into bowls of Velveeta ultimate queso dip.

For snack-food manufacturers, including Velveeta maker Kraft Foods, there’s no bigger day than the day of the big game, when Americans eat 46% more chips than on a typical Sunday …

Using its database, House Party emailed Internet-savvy women ages 25 to 50, Velveeta’s target market, offering them the chance to host a game-day party featuring Velveeta. Both House Party and Kraft also promoted the offer on their Web sites. More than 15,000 women applied, and 2,500 Velveeta lovers were chosen.

The hostesses, who won’t be paid for their services, get “party packs” containing a 32-ounce package of Velveeta, take-home plastic Velveeta storage containers for 16 guests, a recipe for chili con queso dip — along with the requisite cans of diced tomatoes and green chilies — a spinach dip recipe, a dip bowl, a couple of bags of Ritz toasted chips, snack-bag clips, Velveeta coupons, Kool-Aid and cups. House Party said it couldn’t estimate the value of the party packs.

“We don’t attend the parties; doing that would hamper the authentic nature of it … We give the hosts the materials, but very much let them create the kind of party they want to create.”

Of course, Kraft and House Party hope that the menu will showcase Velveeta, and that hosts and their guests, after sampling the product, will serve it regularly at home, as well as talk up its taste … Kraft doesn’t break out sales of Velveeta, but sales have declined in recent years in the “processed cheese loaf” category, and that Velveeta’s marketing efforts are designed to make sure “Velveeta is relevant to people today.”

After using house parties to promote its Philadelphia cream cheese and Grey Poupon mustard last year, Kraft is using the same approach for Velveeta … The Velveeta push is designed to appeal to budget-conscious consumers … “you can buy twice as much Velveeta as cheddar for the same price” … 

When House Party publicized the chance to host a Velveeta party on its Web site, Angilyn Mathews, a stay-at-home mother of five who lives in South Jordan, Utah, says she knew she had to apply … “It’s like an honor to get picked for the party … When we got the party pack with all the fun things inside, it was like Christmas.”

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Full Article:
http://online.wsj.com/article/SB123318397635126261.html

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Coca-Cola: Repackaging and Repricing to Increase Value

February 23, 2009

Excerpted from Dow Jones Newswire, “Coke To Push New 99-Cent, 16-Ounce Bottle” by Anjali Cordeiro, January 21, 2009

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Coca-Cola Co. (KO) will widen distribution of a new 16- ounce bottle priced at 99 cents in conjunction with the launch of a new marketing campaign called “Open Happiness.”

Coke executives said the new bottle size was launched about three months ago in the Southeast U.S. and is now being rolled out nationwide.

Sales of carbonated soft drinks have weakened in the U.S. as the economy has slowed, pushing beverage makers to test new package sizes and pricing.

The price of 99 cents also highlights the pressure on consumer companies to offer consumers better value for their money.

The company’s new ad campaign for its namesake brand launches this week and will have TV spots on “American Idol” and the upcoming Super Bowl. The campaign will include a focus on packaging and pricing.

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Full article:
http://money.cnn.com/news/newsfeeds/articles/djf500/200901211404DOWJONESDJONLINE000813_FORTUNE5.htm

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Revenue Management: Dark Skies Ahead for Airlines

February 23, 2009

Excerpted from WSJ, “After Rough Year, Airlines Bet on More Fees, Lower Fuel Costs” By Susan Carey, January 30, 2009

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Four more U.S. airlines reported fourth-quarter losses, capping a tough year, but the industry is hoping that new fees, higher ticket prices and lower fuel bills will bring improved results in 2009.

Airlines have begun boosting revenue by raising their fees for incidental services and charging for perks that were once included in the price of a ticket … US Airways Group hopes to generate as much as $500 million of such ancillary revenue this year.

So far, the industry’s capacity reductions have enabled carriers to raise prices and report fairly healthy gains in unit revenue, or the amount taken in for each seat flown a mile.

But gyrating oil prices and the recession continue to cloud the industry’s outlook. Volatile crude prices gave airlines fits last year as oil’s descent in the second half led to losses on hedging contracts they had entered to guard against rising jet-fuel costs …

 

The industry faces headwinds, including the challenge of holding down unit costs as capacity is cut and previously profitable international routes turn weaker. The International Air Transport Association … said passenger demand fell 4.6% in December and international cargo traffic dropped more than 22%.  Continental said it is concerned about a deterioration in its premium international business, its business bookings and even some leisure markets.

While Continental, the fourth-largest U.S. airline by traffic, figures its annual fuel bill will drop $2 billion this year, it said it is anybody’s guess whether oil will climb to $150 a barrel or decline to $20 a barrel …

US Airways, the No. 6 U.S. carrier by traffic, reported a net loss of $541 million … with $234 million in losses reflecting adjustments to its fuel hedges. The company expects it will pay $1.7 billion less this year on fuel than in 2008. US Airways plans to reduce its mainline capacity by nearly 6% in the current quarter …

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Full Article:
http://online.wsj.com/article/SB123315725894024393.html

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Using card member databases to protect consumers and boost relationship marketing

February 20, 2009

Excerpted from MSNBC.com, “Dial-a-recall? Stores use cards to warn buyers” by JoNel Aleccia, January 23, 2009

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Jon Lowder usually disdains computer-generated telephone calls but when he got two this week from Costco, he didn’t mind.

The giant warehouse retailer was dialing Lowder to warn him that two brands of peanut butter sports bars he bought for his kids had been recalled as part of a growing salmonella food poisoning scare.

“They’d scoured their database and found any members who had purchased Clif Bars from them and then called them to let them know that they should dump those Clif Bars,” said Lowder. “Did I mention I love Costco?”

Certain shoppers are getting personalized warnings from the stores that sold them. They’re customers who hold membership cards at places such as Costco, or “loyalty cards” used to access discounts and services at some grocery stores.

About 1 million of Costco’s 54 million card-carrying members got calls about peanut butter products this week.

And in the Northeast, the Wegmans regional grocery store chain completed more than 17,000 calls about potentially tainted ice cream on Tuesday, and nearly 3,000 calls about suspect peanut butter cup candy on Thursday, all to holders of the store’s “Shoppers Club” cards who bought the affected items.

“It was really amazing that so many customers had no idea about the recall.”

The outreach is part of a small but growing trend that raises questions among consumer privacy advocates but draws praise from shoppers warned away from suspect products.

Chalk up a victory to “relationship marketing,” in which retailers try to woo consumers with personal reasons to seek their stores. In the case of food safety outreach, it’s a win all around.

But that confidence may come at a cost, noted Alessandro Acquisti, assistant professor of information technology and public policy at Carnegie Mellon University. He said he appreciates the constructive use of consumer data to warn about food poisoning, but worries about less benevolent actions.

“In this case, many consumers would be happy their information was used that way,” said Acquisti, “But they may be very unhappy if that same data is used to send them advertising they don’t want or if it is used in other ways they don’t want.”

Costco started making phone calls within the last two years, after a decade of sending letters about recalled items.

The effort isn’t comprehensive. Costco makes calls only for items identified as potentially serious or deadly Class 1 recalls by federal officials. Calls can only be made to consumers who provide accurate phone numbers and, in the case of Wegmans, only those who provide landlines.

Edit by NRV

Full article:

http://www.msnbc.msn.com/id/28802536/ 

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Sharper Image Lives On … well, sort of

February 20, 2009

Excerpted from the New York Times, “Sharper Image Stores Are Dead, but the Brand Goes On”, by Eric Taub, January 18, 2009

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The Sharper Image, which filed for bankruptcy protection last February and closed all its stores, was purchased by private investors for $49 million in May. Since then, the company has reconstituted itself (minus the stores) to become a “global lifestyle brand licensor.”

Rather than operate its own Web site, catalog and shops, the company will license products and sell them through third-party retailers. It has struck deals with HoMedics, a manufacturer of health and grooming products, luggage maker EnE and others to produce new products.

The company is also trying a new approach for these difficult times: affordability.

The problem for the original company was that its stores had plenty of lookers but, because of its high prices, not enough buyers.

“Sharper Image was an aspirational brand. While people wanted the products, not enough could afford them. Now we can be in Best Buy, Bed Bath & Beyond and midtiered department stores,” an executive noted.

The new company, which has fewer than 10 employees, kept five of its original product licensees. It currently has the Sharper Image name on 40 furniture and accessory products sold in OfficeMax stores. Its big push will come at the end of this year, when it releases “hundreds” of new, less-expensive products in partnership with 12 unnamed partners.

Edit by DAF

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Full article:
http://www.nytimes.com/2009/01/19/technology/companies/19sharper.html?ref=technology&pagewanted=print

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Detroit 3 cut number of brands … oh, no so fast

February 19, 2009

Excerpted from  brandchannel.com, “Detriot’s Big Three: Car Brands a Pile-up ” by Dale Buss, February 9, 2009

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The Big 3 are looking to cut costs by eliminating brands, but it’s not quite that simple.  The incremental cost to maintain brands built on common manufacturing platforms may be minimal compared to the cost savings due to higher capacity utilization. Plus there are many other costs incurred by discontinuing brands.

* * * * *

Despite its looming demise, the American auto industry dismissed demands for brand reduction in December 2008. Forced by the federal government into a mea culpa that was supposed to include plans for drastic cost-cutting and other reformative measures, GM was expected to agree to eliminate a handful of its brands.

But GM went no further than admitting it should streamline Pontiac, keep Hummer for sale and maybe ditch Saab. Saturn, GM said, faced an indeterminate future—but only in terms of its ownership, not existentially.

Consider Mercury, too: Everyone has talked down Ford’s secondary brand for decades as unnecessary. But given many chances to dump Mercury, Ford has kept it around.

And as Chrysler is widely considered to be in the most danger of imminent dissolution, only two aspects of the company are given a decent chance of surviving: its minivans and its brands. If Chrysler does go out of business, Jeep and its iconic identification with SUVs probably would survive.

Even the much-damaged Chrysler brand is given some respect in discussions about what a Fiat-Chrysler combination might do with Fiat-designed or -built small cars that could be imported to the United States under their new partnership. Almost invariably, industry experts predict such vehicles would be badged “Chrysler” rather than “Fiat”—a brand that has been missing from the American market for 27 years.

Brands in the auto business are everything…and it’s a much more complex decision to either minimize or kill a brand than most people realize.”

For a variety of reasons – including historic loyalties, production strategies, internal politics and dealer investments – car brands possess a ton of inertia and are very difficult to kill even when there’s a clear business-school case to be made against them.

But profound challenges to Detroit’s automotive brands keep arising. They snuffed out Plymouth and Oldsmobile years ago. And today’s marketplace presents a strong apparent rationale for accelerated brand consolidation in the industry, including share shifts, segment disruption, the demands of developing new models more quickly and the huge costs of supporting a brand with marketing.

Add to that the extremely intensified imperative to cut costs that now is being shouldered by each of the Big Three.

“The rationale for decision-making now isn’t whether brands are strong or not—it’s that the business won’t support them,”

On the surface, it sure looks as though GM will have to say goodbye to some brands. In its business plan unveiled to Congress in December, GM said that it would slash US$ 600 million in marketing spending by 2012. It will reduce its vehicle nameplates to just 40 in 2012, down from 48 this year and 63 in 2004.

And GM told Congress that it will avidly support only half of its eight brands: Chevrolet, Cadillac, Buick and GMC. Those four account for 83 percent of GM’s US vehicle sales and much more than 83 percent of its profits.

Yet in the fine print, congressmen found that GM wasn’t actually as dedicated to brand elimination as first thought. GM CEO Rick Wagoner said that Pontiac will continue as a specialty niche brand within the Buick-GMC division—essentially, what it is now. Saab may go on the sale block along with Hummer, but since most of the brand’s vehicles are sold in Europe, GM’s evaluation of Saab is being done there.

And Saturn, GM executives told Congress, will be the subject of exploration of “alternatives” to a simple termination or sale of the brand, in large part because the company has unique franchise arrangements with Saturn dealers.

Pontiac’s manufacturing and product development already are highly integrated with those of Buick and GMC, so the marginal cost of maintaining Pontiac as a separate brand mainly lies in marketing. And the ongoing integration of Saturn’s lineup with that of Opel, the company’s leading brand in Europe, will help GM continue to build a case for preserving Saturn.

GM also is still smarting from the lessons of Oldsmobile, which it deep-sixed in 2004. First: Beware dealers. GM ended up spending an estimated US$ 2 billion in write-offs and settlements with Olds retailers.

Second, in nixing Oldsmobile, GM voluntarily sacrificed volume in the tens of thousands of units, partly in the expectation that its other brands would recover much of that. The problem was that “they gave up all that volume and it never went anywhere else inside the GM organization,”

The main reason that Mercury has survived has boiled down to the few extra points of market share that it gives Ford and how it helps the company’s overall manufacturing utilization.

At the same time, having to churn out Mercury-badged products as well as Fords “gives higher capacity utilization to Ford’s plants, maybe 95 percent with Mercury—which would be only 80 percent without it,” said David Cole, chairman of the Center for Automotive Research.

Edit by NRV

Full article: http://www.brandchannel.com/start1.asp?fa_id=463

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Let’s eat in … what’s in the freezer?

February 19, 2009

Excerpted from WSJ, “Consumers Cut Food Spending Sharply”  By J. Lahart, T. Martin, and J. Adamy, Feb 13, 2009

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The bad economy is hitting America right in the stomach. Consumers have cut back sharply on food spending, shunning restaurants, opting for generic products over brand names, trading in lattes for home-brewed coffee and shopping for bargains. That is hurting sales and profits at many food processors, grocery chains and restaurants.

In 2008’s fourth quarter, consumer spending on food fell at an inflation-adjusted 3.7% from the third quarter … That is the steepest decline in the 62 years the government has compiled the figure …

The big drop likely comes from two things, said Joseph Carson, an economist … First, consumers have been trading down to lower-priced items. Second, he thinks many households dug into their pantries for staples rather than going to the store, a trend that can’t continue indefinitely. “You can’t contract at this rate for long … It’s just shocking.”

Cindy Greco, a Chicago resident, said she’s shopping more at Costco and buying less expensive meat, such as chicken, shrimp and ground turkey …“I’m someone who used to never ever pay attention to the prices of groceries … But now it’s a different story.” She showed off a bottom round roast she had unearthed that was marked down to $7.21 from $18.26.

“In recent years, a lot of discretionary income has gone into buying fancier food, whether it’s Starbucks coffee or prepared dinner or restaurant meals” … Now, that trend seems to be waning.

Last week, Kraft Foods Inc. lowered its earnings forecast for the year, saying customers are cutting back purchases of snack foods and trading down to private labels. Groupe Danone SA said this week that U.S. consumers sharply trimmed their purchases of yogurt and other dairy products at the end of last year. Even makers of chocolates are worried about how well their products sold for Valentine’s Day …

Citi Investment Research warned of a “modern-day price war” based on Wal-Mart’s plan to freshen up its Great Value private-label foods and the analyst’s expectation that it will trim national-brand prices. That could force grocery stores to cut prices to compete. U.S. sales of private-label food rose 10% in 2008 from 2007, to $82.9 billion … At the same time, branded food products saw sales rise 2.8% to $416.6 billion …

When times get tough, restaurants are one of the first places where people economizeThe shift has a silver lining for some companies. While supermarkets passed along last year’s high ingredient costs to customers, McDonald’s Corp. and other fast-food chains absorbed some of the expense and kept many items priced at $1. Now, some consumers consider a fast-food meal a bargain. On Monday, McDonald’s said same-store sales rose 7.1% in January, including a 5.4% increase in the U.S.

Other consumers are opting for home cooking. In Bellevue, Neb., stock broker Kevin Vaughan and his wife cook chicken to make broth from scratch instead of buying it in cans, and use all of the resulting meat for multiple dishes … another bonus from reduced food purchases, he added: less trash to take out.

[food spending]

Edit by SAC

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Full Article:
http://online.wsj.com/article/SB123448606475780133.html

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Economy does what the automakers can't … reduce number of dealers

February 18, 2009

Ken’s Take: It’s no secret that Detroit automakers have too many dealers in their distribution networks.  It’s  function of legacy overbuilding, and rigid laws (usually state) that restrict de-franchising.  Perhaps the bad economy is solving the problem for them.

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Excerpted from Knowledge @ Emory, “Car Dealers Suffer as Sales Stall “, Feb. 12, 2009

Automobile dealers, many of which are family-owned businesses, were hammered by high energy prices and the tight credit market, and are one of the economic downturn’s latest casualties.

Based on falling sales, about 5,000 car dealers across the U.S., or nearly 25 percent of the estimated total, would have to close in 2009 to enable average sales per dealer to match 2007’s results, according to a study released in January by the accounting firm Grant Thornton LLP.

http://knowledge.emory.edu/article.cfm?articleid=1218# 

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As economy falters, upscale wines cut prices (a little)

February 17, 2009

Excerpted from San Francisco Chronicle, “Suddenly, Those Rare Wines Aren’t So Rare”, by Jon Bonne, January 30, 2009

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Industry experts estimate most of us are shrinking what we’ll spend on a bottle of wine by 20 to 50 percent for anything more than $10, with the occasional splurge. The thirst for $25 has dwindled to $15; $8 is the new $12.

That perilous midrange above $30 and below, say, $100? That’s where the real fear lies if you make wine.

Wine auctions struggled through the latter half of 2008, slashing their projected hammer figures, and lot prices have dropped between 10 and 30 percent since last summer, in part a correction of a runaway bull (wine) market in the past three years.

San Francisco’s Vinfolio, which specializes in locating high-end wines, has a different worry. Its average bottle price remains around $170, but with fewer sales.

In other words, it’s a buyer’s market. If you have the money, now is the best time in perhaps a decade to start a collection or taste the unattainable.

* * * * *

Wines once nowhere to be found on store shelves have for months been making quiet appearances there, often because restaurants’ allocations have been left adrift. Retailers are suddenly scoring bottles of a litany of impressive California names.

All of this should give pause to wineries still playing in that realm over $30. (Beyond $100, you’re either betting on a track record or blindly ambitious.) Brand loyalty? In a recession it has the life span of a housefly. Uniqueness sells wine, but there are oceans of not-so-unique wine around. Plus foreign currencies have weakened just enough to let us all drink astoundingly well from overseas. 

Part of survival is pricing to the market.  It’s going to get interesting when the inevitable price correction for all those overblown $50 Syrahs and $80 Cabernets bump up against California’s fixed labor and grape costs.

There is opportunity here. For a while, more California winemakers have needed to fill the gap between cheap table wines (we have plenty of those) and fancy bottles (plenty of those too) with honest under-$20 wine that looks and tastes sophisticated while speaking honestly of its origins.

Edit by DAF

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Full article:
http://www.sfgate.com/cgi-bin/article.cgi?f=/c/a/2009/01/30/FD5L15EMGG.DTL&type=printable

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Sprint offers unlimited calls, no contracts … for half the price

February 16, 2009

Excerpted from the Wall Street Journal, “Sprint Prepay Plan Pressures Cell Rivals”, by Roger Cheng, January 16, 2009

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Sprint Nextel’s Boost Mobile plans to offer an unlimited nationwide calling plan for $50 a month, a bid by the youth-oriented wireless service to severely undercut rivals.

With the cheaper plan, which is half the cost of the $99 unlimited plans offered by the major carriers and $10 cheaper than similar unlimited plans offered by local competitors, Boost is hoping to go after budget-conscious consumers.  It represents an aggressive move by Sprint to attract customers even as its own core wireless service continues to lose subscribers.

In addition to unlimited calling, customers will get unlimited text messages, mobile Web surfing, and a walkie-talkie feature. Customers aren’t locked into a contract, and can leave at any time.

* * * * *

Industry watchers speculate whether the move could spark a price war in the cut-throat wireless industry.

The major carriers offer unlimited calling for $99, but those plans typically require a one or two year contract.

* * * * *

People looking to join Boost Mobile will have to switch to the Nextel network which means buying a new phone not compatible with other. Phones run between $20 and $100, and there are a limited number of choices, all from Motorola. Because there are no contracts, there are no subsidies for the handsets.

Edit by DAF

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Note: It is not mentioned in this article, but Sprint’s Boost network is an older network, significantly slower than Sprint’s current network, and does not allow for any of the new 3G features like GPS navigation.  For a customer concerned only with making/receiving calls and even texting, though, though, this could be an interesting proposition.

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Full article:
http://online.wsj.com/article/SB123199251112984943.html

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Coffee Competition Brews as Consumers Trade Down

February 16, 2009

Excerpted from Ad Age, “Consumers Skip Starbucks for Plain Ol’ Joe” By Emily Bryson York

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Americans appear to be cutting back on their Starbucks … survey results reveal that 60% of Americans have scaled back on fancy or expensive coffee in the past six months; 56% report cutting back just since the beginning of the year.

The culprit was overwhelmingly the economy, with 90% of survey respondents saying they are doing so to save money …

Those who have scaled back the most since the beginning of the year … are consumers 45 to 54, with fully half (50.4%) saying they have “cut back a lot” on fancy or expensive takeout coffee … As might be expected, those who had trimmed the expense the most were in the lower of the survey’s income brackets … But salary didn’t appear to be that big a factor among the 92% who said they are cutting back on back on expensive coffee to save money: The percentage was close to even across all income levels, including $75,000-plus.

And these are clearly Starbucks drinkers: Some 43% said they “buy their coffee the most” from Starbucks, followed by “other” at 20%, Dunkin’ Donuts at 19.7%, McDonald’s at 16% and Burger King at 1.3%.

The biggest shift seems to be in mind-set, as latte lovers trade down rather than out of their fancy-coffee fixes by drinking less, going to less-expensive places or brewing at home … This trading down seems to be affecting the coffee giants unevenly. While Starbucks has reported same-store sales down in the mid-single digits, Dunkin’ Donuts has opened more stores …

Harry Balzer, chief industry analyst at NPD Group, said sales of specialty coffee — lattes, cappuccinos and the like — were up 4% in 2008 but down 1% in the fourth quarter, when the economy really started to tank. That represents specialty coffee’s first quarterly decline since 2004 … In the meantime, prospects for low-rung coffee might be picking up. Sensing opportunity, Quick Chek … recently launched an outdoor and radio campaign telling consumers to “Cut spending. Keep drinking.”

While Quick Chek’s coffee sales were up in 2008 because of price increases, the chain’s sales were down by volume … the company is bracing for the arrival of a major competitor: McDonald’s, which is in the process of installing coffee bars in about 14,000 U.S. restaurants, a move virtually guaranteed to reshape the market once more. It will begin national advertising for the McCafe line early this summer.

She predicted that Dunkin,’ Starbucks and Quick Chek all will lose business when that happens. “Their price isn’t significantly lower, but they position themselves as a value offering … People, whether they’re feeling the pinch or not, are thinking differently about their money.”

Edit by SAC

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While the actual price of a cup of Joe at Dunkin’, Starbucks or even Quick Chek may not differ significantly consumer perceptions of value do vary, which has the effect of skewing the price/quantity value equation.  So while consumers “trade down” to non-specialty brews they are in effect trading up to brands that they perceive to provide more value.

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Full Article:
http://adage.com/article?article_id=133871

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Advertising moves from TV and mags… to store aisles

February 13, 2009

Excerpted from Strategy+Business, “Major Media in the Shopping Aisle” by M.Egol and C. Vollmer, Jan 12, 2009

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Marketers are using digital and video technology to reach shoppers at the moment that matters most … During the last few years, marketers, retailers, and media companies have intensified efforts to increase the impact of in-store advertising and make it a bigger part of the marketing mix …

A few numbers make it easier to see the growth potential of in-store media. Advertising spending in traditional media … grew by less than 2% annually during 2006 and 2007. But spending for online advertising grew by more than 20% annually … This shift reflects marketers’ desire for greater targeting, interaction with consumers, and measurability — all qualities offered by in-store media.

A similarly significant trend is the movement away from so-called measured media, such as advertising … to “below-the-line” marketing categories such as promotions, loyalty programs, word-of-mouth, events, and any form of retail store display or shopper marketing

Within the realm of below-the-line marketing, in-store advertising promises to attract substantial marketing dollars, for a number of reasons. First … Since people make most purchase decisions at the shelf, in-store advertising allows marketers to reach them just before the “first moment of truth”, when they pick up the product. Second, in-store advertising can increase the effectiveness of the rest of a marketing campaign, “activating” promotions and sponsorships by making them click in consumers’ minds …

Today, marketers can run ads on in-store video networks spanning thousands of screens in retail stores … these ads reach more consumers than the major broadcast networks [and] can increasingly be targeted to a specific aisle in the store …

The money to fuel in-store advertising’s dramatic growth will come from several sources … The growth in in-store advertising does not rep­resent a zero-sum game; it often signifies an expan­sion in the overall pie … True, some of this spend­ing has come at the ex­pense of traditional television budgets or out-of-home budgets for non-digital ads, such as static billboards, but a significant share is incremental …

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For the promise of in-store advertising to be realized, several challenges need to be addressed.

Targeting Today, the same ad is typically broadcast to every aisle across a chain. But some retailers are experimenting with in-store video advertising that achieves a level of personalization and focus unmatched by broadcast and cable TV, because messages can be customized by store aisle, time of day, and neighborhood to better target specific shopping occasions …

Quality of engagement … To counter the perception that the higher production values of home television make brands look better than retail store displays ever could, in-store video ad networks will need to develop research that demonstrates the ad recall and influence of their campaigns. They will need to show that the ads have an impact on consumers; that they are complementary to ads running on traditional broadcast and cable TV; and that they can represent an essential part of an integrated campaign …

AccountabilityUntil recently, there were no standard metrics for audience delivery that could serve as the currency to negotiate ad sales contracts or to optimize the performance of campaigns … Although existing research efforts are helpful in demonstrating the value of in-store media, they don’t provide the systematic, standard sets of metrics that are available for more established media …

Brand integration. Finally, there is significant potential for CPG manufacturers to integrate their brands more effectively into the store. Video ads, for example, may refer consumers to other products, in the same way that Amazon.com currently suggests complementary titles to its book buyers. Marketers can also weave product placements into programming to provide indirect celebrity endorsement.

* * * * *

Some factors inhibiting the potential of in-store advertising are already being addressed … But this is not enough to engender an in-store revolution. The entire marketing and media ecosystem needs to tackle three key priorities.

First, marketers and their partners must create a programming model tailored to the retail environment … Marketers need to improve the way they frame their message … a better solution lies in creating programming that is developed specifically for retail stores …

Second, marketers and their partners need to better use in-store marketing efforts to upgrade promotions and analytics

Third, integrating in-store media with the broader marketing mix will require some organizational change. Marketing organizations need to break down the traditional walls between divisions and work more directly with a diverse set of agency and media partners … It also needs to be easier for marketers to buy ad inventory by region, rather than by store or by chain … Players across the ecosystem will also need to find a common way to track and demonstrate results …

As companies address these challenges, in-store advertising will become a more valued and widespread component of marketing campaigns. Indeed, the global market for in-store video advertising is poised to take off. Leaders who take the initiative and invest in the right combination of assets and capabilities stand to reap significant rewards …

Edit by SAC

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Full Article:
http://www.strategy-business.com/resiliencereport/resilience/rr00066?tid=230&pg=all

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Want a premium brand? Go global.

February 13, 2009

Excerpted from BusinessWeek, “Brands: Moving Overseas to Move Upmarket” by Jack Ewing, September 18, 2008

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You could call them David Hasselhoff brands. The onetime star of the TV series Knight Rider resuscitated his showbiz career in the late 1980s with a hit single in Germany, becoming a symbol of unlikely overseas reinvention. Long before Hasselhoff, smart marketers knew that brands could acquire new personalities when they crossed borders.

The brand pros call it “country of origin effect.” For decades products have made a step up in status when they traveled. Heineken, a mainstream brew in the Netherlands, became a premium beer after the Dutch company began exporting it to the U.S. in the 1950s. To Germans, Mercedes is not only a maker of upscale autos but also delivery vans and heavy trucks. But Americans perceive Mercedes as a pure luxury brand—one reason why strategists at parent company Daimler are thinking hard about whether to export the mid-market A-Class and B-Class models to the U.S. They fret the fuel-efficient compact models could dilute the Mercedes image.

Products have to move upscale when they travel in order to justify the higher costs of exporting. But thanks to the Internet and cheap air travel, word gets around if a company overdoes the upgrade. Gap, known for cheap chic in the U.S., failed as a premium brand in Germany. AmBev’s Stella Artois, a distinctly working class brew in Britain, has struggled to achieve the same premium image in the U.S. as Heineken. “If the differences in positioning are too big, you risk destroying the brand,” says Andreas Bauer, a partner at Roland Berger Strategy Consultants who specializes in consumer goods.

The master of overseas reinvention may be Yum! Brands.  The company owns Pizza Hut, KFC, Taco Bell, and several other venerable brands, all of which are surging overseas. KFC is closing stores in the U.S. but has been building them in China at the rate of almost one a day—148 through June, for a total of more than 2,700.

In China and other overseas markets, Pizza Hut is fashionable and booming.  When Cui Tao, a 24-year-old resident, was looking for that special place to take his girlfriend on Valentine’s Day, the choice was obvious: Pizza Hut. They had to wait an hour for a table, and the meal cost more than a quarter of his monthly income, but it was worth it.

Part of the secret, company execs say, is to offer a mix of standards with local favorites. So KFC in China sells not only its trademark fried chicken but also breakfast rice porridge. Pizza Hut in India offers a tandoori topping. “The fast-food and casual dining markets in the U.S. are crowded,” says Graham Allan, president of Yum! international operations. But in places like Brazil or even France, he says, “we still have massive room to grow.” 

Edit by NRV
Full article:
http://www.businessweek.com/magazine/content/08_39/b4101060110428.htm 

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Uh-oh: Girl Scouts cut number of cookies in the box …

February 12, 2009

Excerpted from The Dallas Morning News, “Rising costs bite into Girl Scout Cookie portions” , Dan X. McGraw, January 22, 2009

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If you seem to be tearing through those Girl Scout Thin Mints a little faster this year, you aren’t imagining things.

Fewer cookies were packaged into Thin Mints, Do-si-dos and Tagalongs boxes this year, and the Lemon Chalet Crème cookies were resized to compensate for the rising cost of baking staples. No changes were made to other cookies, according to the Girl Scouts of the USA.

Alternatives to the changes were to raise cookie prices or use cheaper ingredients – two options that were rejected, said Natalie Martin, marketing director for the Girl Scouts of Northeast Texas.

A box of cookies costs $3.50.

“We aren’t talking about a drastic change. We are just talking about a couple cookies,” Martin said, adding that the boxes shrunk by only a centimeter. “People understand that we are all taking hits.”

The Girls Scouts certainly aren’t the first organization to alter product size and portions because of higher food costs.

Products on grocery-store shelves throughout the nation have been reshaped, resized and repackaged in response to new marketing ideas, jumps in food and gas prices and the economic downturn,

“It is a reflection of them needing to keep the price in line with other products, but they also need to keep in mind the rising baking cost. You’ve got to balance it the best way you can.”

The Girl Scouts faced spikes in ingredient costs from 2007. Flour rose in cost by more than 30 percent, various cooking oils by 40 percent to 187 percent, and cocoa by at least 20 percent.

A Girl Scout mom, says the changes haven’t stopped people from ordering.

Edit by NRV

Full article:
http://www.dallasnews.com/sharedcontent/dws/fea/taste/stories/012309dnmetgirlscoutcookies.1c01e735.html

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Feeling special is one thing … really special is another

February 12, 2009

Excerpted from the Journal of Consumer Research, “Feeling Superior: The Impact of Loyalty Program Structure on Consumers’ Perceptions of Status.” by Xavier Drèze and Joseph C. Nunes, April 2009.

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How special does that gold card offered by a hotel or airline make you feel? A new study explores the connection between status and loyalty. Many businesses create loyalty programs to confer a sense of status to their customers. Examples are platinum, gold, and silver charge cards, or red and blue membership levels. The study provides insight for planning programs that enhance consumers’ perception of status.

The authors studied the limits of customer loyalty, testing how far an organization can go in adding status levels to a loyalty program before customers feel they are not so special anymore.The authors tested a variety of options for expanding loyalty programs. They added tiers and people to customer loyalty programs in varying combinations to determine how people would feel if an organization added people to a top-tier program. They asked respondents how they felt when they added more tiers on top of them (platinum on top of gold), or added more tiers below them.

“We find that increasing the number of elites in the top tier dilutes their perception of status, but adding a subordinate elite tier enhances their perceptions of status.”

“Thus, if the firm creates a larger top tier while adding a second status tier rather than persisting with a single small top tier, it can recognize more customers without decreasing the perceptions of status among its most elite.”

In other words, being in the gold level is more special if there is a silver level below.

“A possible drawback a firm always confronts when providing preferential treatment to an elite few is whether it might disenfranchise the masses. Our study shows this concern to be unfounded. We find that given the choice between alternative firms, respondents favor companies that offer elite programs even when it is clear they would not qualify for the lowest elite tiers.”

“In other words, those at the bottom of the pyramid do not begrudge the success of those at the top.”

Edit by NRV

Full article:
http://www.xdreze.org/Publications/superior.html 

 

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Quiznos gets sandwiched … in a price war

February 11, 2009

Excerpted from Marketing Daily, “Quiznos Launches Lower-Priced Menu,” By Karlene Lukovitz, Jan 14, 2009

* * * * *

First there were the burger wars. Now, we have the sub wars. Quiznos has unveiled a new, lower-priced menu, including 20 subs priced under $5, backed by a national TV ad campaign.

Subway’s popular $5, foot-long subs turned up the heat on the pricing front. Just last week, Togo’s launched a limited-run promotion featuring one 6-inch sub selection per day at a special $1.99 price.

The new Quiznos menu includes price reductions spanning more than 37 of the chain’s most popular sandwiches and other items.

The campaign, which will air nationally for several weeks, drives home the point that the same quality sandwiches for which the chain is known can now be purchased at lower prices … Quiznos is also introducing new menu boards designed to highlight the “improved price/quality value equation.”

“The redesigned menu and lower prices … allow us to compete on our terms–meaning quality–while still offering a price benefit to consumers seeking a premium product” …

Edit by SAC

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Our Take: Quiznos price cuts are in direct response to its competitors’ actions.  Rather than choosing to introduce new lower cost menu items, offering additional bundled price options(combo/value meals) or choosing a nonprice response such as competing on quality Quiznos is reacting to its competitors by taking a simple price action emphasizing the value equation – same product, lower price, more value.  As the price war continues the real winner is the consumer. 

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Luxury brands get Sak’ed …

February 10, 2009

Excerpted from WSJ, “Saks Upends Luxury Market With Strategy to Slash Prices” By V. O’Connell and R. Dodes, Feb 9, 2009

* * * * *
When Saks Fifth Avenue slashed prices by 70% on designer clothes before the holiday season even began, shoppers stampeded …
Saks’s deep, mid-November markdowns were the first tug on a thread that’s now unraveling long-established rules of the luxury-goods industry. The changes are bankrupting some firms, toppling longstanding agreements on pricing and distribution, and destroying the very air of exclusivity that designers are trying to sell.

The problem Saks faced last November is one that haunts the U.S. economy as a whole: From car makers to home builders, companies are stuck with inventories that are far too fat.  Saks’s risky price-cut strategy was to be one of the first to discount deeply, rather than one of the last. Managing high-fashion inventory is tricky. Clothing can go out of style in just months, so stores don’t want to keep it around. But cut prices too soon or too deeply, and shoppers start to expect it …

Pressured by Saks, and hit by the worst holiday season in almost 40 years, rivals including Neiman Marcus Group Inc. and Barneys New York slashed prices, too. They cut much more deeply and aggressively than usual … That, in turn, clobbered smaller boutiques …

Saks’s maneuver marked an open abandonment of the longstanding unwritten pact between retailers and designers over when, and to what extent, to cut prices. Those old rules boiled down to this: Leave the goods at full price at least two months, and don’t do markdowns until the very end of the season.

That worked fine in the good times. Demand was high, and so were everyone’s profit margins. But Saks’s surprise discounting forced companies and brands that have their own retail operations … to follow suit or forfeit sales. Giving designers a heads-up wasn’t an option, Saks says, without risking that rival department stores get wind of its strategy …

* * * * *

Perhaps the biggest consequence is that customers are now questioning the entire premise of luxury goods: Why pay top dollar today if big markdowns could be coming tomorrow? … Designers are starting to fight back … Some are thinking about splitting their product lines or withholding some top items from department stores in order to feature them in their own stores … Diane von Furstenberg says another solution might involve producers leasing space in department stores

Mr. Sadove [Sak’s CEO] says he’s working on damage control with designers … Still, he and Mr. Frasch, defend their actions, saying they needed to swiftly fix a big problem that no one saw coming … The change happened “over as short a period of time as you can possibly imagine” … The result: a huge disconnect between Saks’s inventory and shoppers’ appetite …

So [Sadove] floated the idea of deep price cuts. Some colleagues urged drawing the line at 50%. But Mr. Frasch felt strongly that wouldn’t be enough … Their decision: A 70%-off sale would be used, but only in a worst-case scenario, if sales kept declining and shoppers remained bored by less eye-popping 40% rollbacks.

Extreme discounting of luxury goods is perilous. Not only does it potentially leave your best customers feeling duped for paying full price, it also erases fat profit margins of 50% or more … Part of the problem is the designers’ own fault. Over the past 15 years, their products have become so ubiquitous — Gucci is sold in airport, Hermes has mall shops — it’s undermining the image of exclusivity. In a January survey of rich shoppers … roughly half of high-net-worth consumers said luxury brands are becoming commoditized; 64% said they were overpriced …

In hindsight, Saks executives say they may have cut too much in some areas. “We didn’t need to do what we did in accessories” … High-end shoes and handbags would probably have sold out, even at higher prices, because shoppers see them as more practical wardrobe updates than another new outfit …

This year, Saks is spending about 20% less on merchandise to keep inventories lower, but Mr. Frasch acknowledges the number is only a guess. The luxury-goods business is “absolutely flying blind,” … Mr. Sadove, agrees. “One of the big questions that people are asking,” he says, is: “Will people ever buy at full price again?”

Edit by SAC

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Full Article:
http://online.wsj.com/article/SB123413532486761389.html?mod=testMod

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Luxury brands get Sak'ed …

February 10, 2009

Excerpted from WSJ, “Saks Upends Luxury Market With Strategy to Slash Prices” By V. O’Connell and R. Dodes, Feb 9, 2009

* * * * *
When Saks Fifth Avenue slashed prices by 70% on designer clothes before the holiday season even began, shoppers stampeded …
Saks’s deep, mid-November markdowns were the first tug on a thread that’s now unraveling long-established rules of the luxury-goods industry. The changes are bankrupting some firms, toppling longstanding agreements on pricing and distribution, and destroying the very air of exclusivity that designers are trying to sell.

The problem Saks faced last November is one that haunts the U.S. economy as a whole: From car makers to home builders, companies are stuck with inventories that are far too fat.  Saks’s risky price-cut strategy was to be one of the first to discount deeply, rather than one of the last. Managing high-fashion inventory is tricky. Clothing can go out of style in just months, so stores don’t want to keep it around. But cut prices too soon or too deeply, and shoppers start to expect it …

Pressured by Saks, and hit by the worst holiday season in almost 40 years, rivals including Neiman Marcus Group Inc. and Barneys New York slashed prices, too. They cut much more deeply and aggressively than usual … That, in turn, clobbered smaller boutiques …

Saks’s maneuver marked an open abandonment of the longstanding unwritten pact between retailers and designers over when, and to what extent, to cut prices. Those old rules boiled down to this: Leave the goods at full price at least two months, and don’t do markdowns until the very end of the season.

That worked fine in the good times. Demand was high, and so were everyone’s profit margins. But Saks’s surprise discounting forced companies and brands that have their own retail operations … to follow suit or forfeit sales. Giving designers a heads-up wasn’t an option, Saks says, without risking that rival department stores get wind of its strategy …

* * * * *

Perhaps the biggest consequence is that customers are now questioning the entire premise of luxury goods: Why pay top dollar today if big markdowns could be coming tomorrow? … Designers are starting to fight back … Some are thinking about splitting their product lines or withholding some top items from department stores in order to feature them in their own stores … Diane von Furstenberg says another solution might involve producers leasing space in department stores

Mr. Sadove [Sak’s CEO] says he’s working on damage control with designers … Still, he and Mr. Frasch, defend their actions, saying they needed to swiftly fix a big problem that no one saw coming … The change happened “over as short a period of time as you can possibly imagine” … The result: a huge disconnect between Saks’s inventory and shoppers’ appetite …

So [Sadove] floated the idea of deep price cuts. Some colleagues urged drawing the line at 50%. But Mr. Frasch felt strongly that wouldn’t be enough … Their decision: A 70%-off sale would be used, but only in a worst-case scenario, if sales kept declining and shoppers remained bored by less eye-popping 40% rollbacks.

Extreme discounting of luxury goods is perilous. Not only does it potentially leave your best customers feeling duped for paying full price, it also erases fat profit margins of 50% or more … Part of the problem is the designers’ own fault. Over the past 15 years, their products have become so ubiquitous — Gucci is sold in airport, Hermes has mall shops — it’s undermining the image of exclusivity. In a January survey of rich shoppers … roughly half of high-net-worth consumers said luxury brands are becoming commoditized; 64% said they were overpriced …

In hindsight, Saks executives say they may have cut too much in some areas. “We didn’t need to do what we did in accessories” … High-end shoes and handbags would probably have sold out, even at higher prices, because shoppers see them as more practical wardrobe updates than another new outfit …

This year, Saks is spending about 20% less on merchandise to keep inventories lower, but Mr. Frasch acknowledges the number is only a guess. The luxury-goods business is “absolutely flying blind,” … Mr. Sadove, agrees. “One of the big questions that people are asking,” he says, is: “Will people ever buy at full price again?”

Edit by SAC

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Full Article:
http://online.wsj.com/article/SB123413532486761389.html?mod=testMod

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Burgers for buddies … everybody has their price

February 10, 2009

Excerpted from the New York Times, “The Value of a Facebook Friend? About 37 Cents”, by Jenna Wortham, January 9, 2009

* * * * *

You may not be able to get a coupon for a digital TV converter box, but if you’re experiencing a bit of bloat on your Facebook friend list, you can snag a free burger by dropping 10 of your Facebook friends, courtesy of Burger King.

That’s the gist of Whopper Sacrifice, an advertising campaign from Burger King to promote a new version of the company’s flagship sandwich called the Angry Whopper. To earn their free burger, users download the Whopper Sacrifice Facebook application and dump 10 unlucky friends deemed to be unworthy of their weight in beef. After completing the purge, users are prompted to enter their addresses and the coupons are sent out via snail mail.

The application sends a note to each of the banished friends, bluntly alerting them that they were abandoned for a free hamburger.

* * * * *

It may seem like a counterintuitive marketing strategy, but the agency behind the stunt said it’s a way to use the Web to capture a lot more attention for the same advertising dollars.

“Choosing 10 people can take a lot of time. There’s at least an hour’s worth of people’s eyes on your brand. Maybe you can’t quantify those numbers, but they do add up.”

Besides, “we aren’t giving the burgers away -– you have to sacrifice. You are paying for it but the currency is different.”

* * * * *

What price is Burger King placing on a Facebook friendship? At a suggested retail price of $3.69 for the Angry Whopper sandwich, customers are trading each deleted friend for about 37 cents’ worth of bun and beef.

Since the application became available in late December, nearly 200,000 Facebookers have been de-friended for the sake of a hamburger. That amounts to more than 20,000 coupons for free Whoppers.

Edit by DAF

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Full article:
http://bits.blogs.nytimes.com/2009/01/09/are-facebook-friends-worth-their-weight-in-beef/

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Who says a cup of latte is 4 bucks? … Starbucks fights back.

February 9, 2009

Ken’s Take: Uh-oh. Premium brands shouldn’t try to shift focus to price … cheapens the brand and plays to the other guy’s advantages. Starbucks is flailing …

* * * * *

Excerpted from WSJ, “Starbucks Plays Common Joe”, Feb. 9, 2009

Starbucks — built a coffee empire on its premium image — wants to convince customers that its drinks aren’t that expensive.

Soon, it’ll be selling discounted pairings of coffee and breakfast food for $3.95, a type of promotion long used at fast-food chains. It’s the first move in an aggressive campaign to counter the widespread perception that Starbucks is the home of the $4 cup of coffee.

The Seattle-based company is training its baristas to tell customers that the average price of a Starbucks beverage is less than $3, and that 90% of Starbucks drinks cost under $4.

For Starbucks, the effort is also an attempt to fend off McDonald’s … whose advertising includes billboards saying “Four bucks is dumb.”

Few companies embody the consumer spending boom of the 1990s and 2000s like Starbucks … it  transformed  coffee from a commodity drink into what he billed as an affordable luxury … but sales have been in steep decline during the recessionary era of penny-pinching … so, executives began plotting a new strategy to portray the company as offering value.

Research uncovered what executives describe as a disconnect between the company’s actual prices and consumers’ perception of those prices.

“The myth of the $4 latte … is not true” … the average price of a Starbucks latte is $3.25 (before tax).

Pinning down the price of the drinks is more difficult than it may seem. The price tag climbs when customers add flavoring or additional shots of espresso, and sales tax also makes the tab higher. Prices also vary depending on the city.

Indeed, the price gap has narrowed  and some sizes and varieties of Starbucks are cheaper than Dunkin’ Donuts coffee when adjusted for size differences. McDonald’s is still cheaper than Starbucks.

Dunkin’ Donuts says, “We believe we are the faster and more affordable alternative” to Starbucks.

McDonald’s says “everyone’s looking to get more from a dollar … our customers know that’s what they’ll get at McDonald’s.”

Asked whether Starbucks is considering simply reducing drink prices: “Today, no. But never say never.”

Full article:
http://online.wsj.com/article/SB123413848760761577.html?mod=testMod#printMode 

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Value is the name of the game

February 9, 2009

Excerpted from the Progressive Grocer, “Nielsen Consumer Insight Report Offers Ways for Retailers to Navigate Rough Economic Seas“, January 8, 2009

* * * * *

How to Cope During Difficult Economic Times,” a Nielsen Consumer Insight report provides value programs and dramatic cost-reduction strategies to help retailers struggling to attract beleaguered shoppers.

While declines in discretionary expenditures have been taking a toll on low-, mid-, and high-end department stores, select retailers within grocery, dollar, club, and drug stores fared better. Retailers carrying more “need-to-have”, not “nice-to-have,” assortment have registered positive same-store sales growth. 

Consumers — protective of their spending power — learned to trade down to value channels, reduce purchase frequency, move from on-premise consumption to off-premise purchasing, and downscale from premium to mid-tier or value brands.

Fully 40 percent of shoppers think that food and personal care prices have increased over the past three months.

When offered some ideas for coping, consumers expressed a preference for larger sizes with a lower price per serving (47 percent of shoppers) over smaller pack sizes at lower prices (17 percent).

Nielsen research shows that shoppers are increasingly happy with private label products, calling them a good alternative to name brands, at parity with or better than national names on quality criteria, while offering good pricing and value. The social stigma is gone, along with boring generic-looking packaging. Many retailers treat private label and exclusive brands as an integral part of their corporate brand image.

Forecasts call for continuing tough times and economic instability that filters throughout the economy. In short, we can brace for more of the same, and expect existing behaviors to intensify. Shoppers will first meet their basic needs and forgo discretionary purchases.

At-home opportunities will climb. Variety and convenience will take a back seat to value. Trading down will become an acceptable way to stretch budgets. Local sourcing gains traction, not as a green activity, but rather as a strategy for controlling costs, delivering value, and maintaining product freshness.

Edit by NRV

Full article:
http://www.progressivegrocer.com/progressivegrocer/content_display/features/center-store/e3i9953839003c11ce8daf4ca7117546a38?imw=Y 

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PVP: CPGs passing on higher food costs with smaller packaging

February 6, 2009

Excerpted from the Minneapolis Star Tribune, “Freshly squeezed: The ever shrinking box and carton” by Chris Serres, December 2, 2008

* * * * *

In the past year, thousands of small, almost imperceptible changes swept through the grocery aisles where American families shop each day.

The indented bottom of a Skippy peanut butter jar got more indented, turning an 18-ounce jar into a 16.3-ounce one. Ice cream containers shrank by one-quarter of a quart. And for breakfast, a jug of Tropicana orange juice got 7 ounces lighter while that box of Froot Loops lost more than 2 ounces.

Shoppers without a keen eye and a willingness to read the fine print on labels might have missed what has happened: Food manufacturers were downsizing packages, while keeping prices the same, as they passed on higher food costs to consumers.

According to a recent analysis by Nielsen Co., about 30 percent of all packaged goods have lost content over the past year. This at a time when U.S. grocery bills are rising — up 7.5 percent in October vs. the same month a year ago — at the fastest rate in 18 years.

What began as a response to rising fuel and ingredient costs has become institutionalized at many companies. At General Mills, for example, cost-cutting is so embedded that the company even has its own intimidating term for it: “Holistic Margin Management.”

It’s not always about shrinking packages, which can account for as much as 75 percent of a product’s cost. Even seemingly small changes in a package’s design can mean millions of dollars in annual savings — lessening pressure to raise prices to cover costs.

There is an entire science behind packaging reductions, enlightened by a long list of unsuccessful changes.

For instance, food manufacturers know consumers react more to changes in height than width, so cereal boxes often get thinner before they get shorter.

Once a product changes, buyers often forget the previous size, creating a new standard. Five years ago, ice cream tubs were a half-gallon, or 2 quarts; few noticed when it dwindled to 1.75 quarts and then, this past year, to 1.5 quarts.

When PepsiCo reduced the size of its Tropicana orange juice jug by 7 ounces, it touted the container’s “new ergonomic design” and easy-to-open snap cap. Yet consumer advocates argued the new features were really meant to distract from the reduced weight.

“This is the packaging equivalent of three-card monte,” said Ben Popken, editor of Consumerist.com, a website whose “Grocery Shrink Ray” tracks shrinking packages. “By changing several factors at the same time, food companies disguise the fact that you’re getting less for the same price.”  

Edit by NRV

Full article:
http://www.startribune.com/business/35343634.html 

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Scan It! Bag It! Save Time! … and, oh yeah, Spend More!

February 5, 2009

Excerpted from Mediaweek, “Stop & Shop Deploys Scan It! in 50 Stores” by Katy Bachman, January 8, 2009

* * * * *

Launched in Aug. 2007, Modiv Media’s Scan It! system is designed both to save shoppers time, and offer targeted promotions based on current shopping behavior and purchase history. Here’s how the system works: Shoppers pick up a hand-held device as they enter a store and scan their loyalty cards, allowing the system to track the shopper’s progress through the aisles.  They scan and bag their items as they make their way through the store. 

* * * * *

Coupon offers appears on the device for products in the area where they are shopping.  If the shopper scans the item, the offer is instantly redeemed and the new price is reflected in the total on their scanner.  Once they are ready to check out they scan their loyalty card and pay. 

* * * * *

A number of major brands have launched campaigns with Modiv Media, including Coca-Cola, Unilever, ConAgra and Procter & Gamble. Retailers—which get a share of the revenue from participating brands—pay for the installation of the system. “Our partnership with Modiv Media is helping us increase customer loyalty and sales by extending our ongoing effort to provide the fastest, easiest and most rewarding personal shopping experience possible,”

According to the CEO of Modiv Media, the Scan It! system saves shoppers as much as 10 to 15 minutes in the store and leads to an increased average spend of $7 more per basket, compared to shoppers that don’t use the system.  

Edit by NRV

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For AMS students – past & present:: A Rogers’ Five Factors analysis of the new device:

The good news…

  • Observable: Yes, very.  Other shoppers notice and watch to see how it works.
  • Trialability: Good.  Store associate there to assist with “training” and answer questions and convince shoppers to give it a try. 

The bad news…

  • Relative advantage: Exclusive coupons may entice some shoppers to continue to use it.  Looking at how long self-scan lines have been in operation it is obvious that most shoppers prefer to use the traditional method of checking out.
  • Simplicity: Questionable.
  • Compatibility: This will likely be the biggest hurdle for most shoppers.  “Trusting” the technology and their ability to master it is likely to take time since it is very different than the current shopping experience. 

Possible vertical niche? 

(Patient) Moms shopping with kids.  Some blog comments from mothers shopping with little ones say that the device keeps their kids engaged and entertained while shopping.

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Full article:
http://www.mediaweek.com/mw/content_display/news/out-there/place-based/e3i7463e6c2968d742bf50c4fcc2b357a09 

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Are these things stripped down computers or phones on steroids?

February 5, 2009

An example of a disruptive innovation …

* * * * *

Excerpted from Knowledge@Wharton, “The Net Impact of Netbooks?”, November 26, 2008

PC makers Hewlett-Packard, Dell, Lenovo, Acer and Asus are increasingly thinking big about small netbooks — portable computing devices that can cost anywhere from $200 to $500 and depend on the Internet for many computing tasks.

Research firm IDC estimates that 10.8 million netbooks will ship in 2008, just about a year after Asus launched what is considered the first device in the category. Asus has a 46% share of the netbook market..

Netbooks are mobile computers with screens ranging from 5 inches to 10 inches. Originally intended principally for the education market, they typically run Linux or Windows XP and need to connect to the Internet for heavy computing tasks.

Analysts  agree that netbooks will be disruptive to the PC industry, but it’s not clear in what way.

  • Will netbooks poach sales of laptops?
  • Are netbooks replacements for smartphones?
  • Will netbooks increase the popularity of cloud computing in which users store files on the Internet and manage them with web-based applications?

It’s too early to know where netbooks fit or how well they will ultimately sell among consumers, who are projected to buy about 70% of these devices.

Gartner notes in a recent research report that it is also possible netbooks will be viewed as deficient by consumers, who expect the capabilities of a fully featured PC.

Meanwhile, these small devices are proliferating. Qualcomm, a wireless semiconductor company, announced plans in November to launch its own designs for a “PC alternative” that would compete with netbooks. Qualcomm’s device, code-named Kayak, is being tested in Southeast Asia in early 2009.

The success of netbooks may ultimately rely on always-on Internet connections. Since these small PCs lack significant storage, they largely depend on the Internet to access content and documents. “Once Internet connectivity gets to the point where it’s everywhere, these devices become more viable. Dark spots and dead zones in wireless coverage are a hindrance to the netbook market.”

“If you think of what people do with their computers, it includes a) storing data and b) installing and using applications. Cloud computing will reach the masses on both these dimensions, and netbooks go hand in hand [with this]. More consumer data will move online [or into the cloud]. Users are now more comfortable with their data living in the cloud. Having your data online lets you do things like sharing it easily with your friends and accessing it anywhere.”

While netbooks are showing early popularity, experts at Wharton stopped short of declaring these devices to be runaway hits. They point out many uncertainties.

The first worry is the economy. To be sure, netbooks are inexpensive, but they are also a largely discretionary purchase at a time when the global economy is struggling. In developed markets, like the U.S. and Japan, netbook purchases could be delayed.

Another question is whether netbooks are really suited for emerging markets, as early proponents contend. In the U.S., netbooks can find Internet connectivity through multiple means, but the emerging markets are different. Ubiquitous Internet access may be a fundamental concern.

“The real use of netbooks may be for the amusement of bored teenagers whose needs for connectivity and diversion cannot be satisfied with an iPhone, [which is] not exactly a market that I expect to see emerging in the developing world.”

One thing is certain: The netbook category is worth watching because it is growing and evolving on the fly…

Full article:
http://knowledge.wharton.upenn.edu/article.cfm?articleid=2107#

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The Axe Effect: A Whiff of Truth

February 4, 2009

The Team’s Take:  While a somewhat shallow example, this study shows how products are benefit-based. Axe is more than a physical product.  It is a bundle of emotional and psychological benefits that as this study shows includes not only odor protection, but also self-confidence and the perception of attractiveness. 

* * * * *

Excerpted from AdAge, “Scientists Prove the ‘Axe Effect’ Is Real. Sort of” By Jack Neff, January 07, 2009 * * * * *By now everyone is familiar with ads for Axe deodorant showing women chasing men who use products from the Unilever personal-care brand. And a new study in the U.K. … indicates that there might be a whiff of truth in it. The research found that men who used Lynx deodorant, Axe’s British-brand cousin, were seen as more attractive by females than men who used a “placebo” deodorant with no fragrance … Of course, the findings might not pass everyone’s sniff test, because the women didn’t meet the men face to face, so technically did not smell them … But the research indicates a statistically significant proportion of the women did find Lynx-wearing men more attractive than their non-deodorized peers when they watched 15-second videos the men made describing themselves …

Men also graded their self-confidence before and after the 48-hour [Axe] trial. Those in the unfragranced group showed a slight and gradual decrease in their self esteem, according to Unilever, while those in the fragranced group had a slight boost in their confidence. The confidence gap apparently was what made the difference for the women … “We wanted to know if this confidence would actually translate into anything that’s really brand relevant … And we saw that link, which was a really nice bonus we got out of the study … Deodorant is supposed to make you feel good about yourself and give you confidence in the mating game, which is what Axe says.” One caveat: The Axe effect could evaporate when men open their mouths. Women rated the fragranced men as more attractive when the sound on the videos was off, but had no statistically significant preference when the sound was on. That clearly indicates body language played a decisive role in making the fragranced men more attractive …  “One way you could look at it is that the Axe Effect works as long as you’re very quiet … We shouldn’t tell the guys not to speak. … Inevitably, what you say will also contribute to your overall attractiveness.”

Edit by SAC

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Full Article:
http://adage.com/article?article_id=133621

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Stubborn Customers Shun the Greatest Product Innovations …

February 4, 2009

Excerpted from MediaPost.com,”Stubborn Customers Shun The Greatest Product Innovations”,Kalehoff,  Mar 14, 2008

* * * * * 

40% to 90% of all new products fail.  According to Harvard prof John Gourville that’s because consumers are creatures of habit and they irrationally overvalue the benefits offered by products they’re already using. They despise having to change their behavior to use an innovation. Consequently, they often reject products that are objectively superior to the incumbents they’re already using.

Conversely, companies mistakenly mark their own innovation as a frame of reference, and therefore irrationally overvalue the benefits it provides. This deadly combination results in a “mismatch between what innovators think consumers desire – and what consumers really want.”

In response, Gourville suggests anticipating and managing consumer resistance to changes as innovation requires during adoption. Specifically, he recommends:

1. Gauge the Degree of Behavioral Change Required. For example, is your innovation an “Easy Sell,” which provides limited benefit and limited behavioral change? Or is it a “Sure Failure,” offering few benefits and significant behavioral change? Is it a “Long Haul,” providing great benefit but also great behavioral change? Or is it a “Smash Hit,” offering tremendous benefit and little behavioral change?

2. Minimize Consumer Resistance. Not surprisingly, Gourville recommends making products that require little behavioral modification. Uniqueness and features – often marketers’ top selling points – can be detrimental. Second, market to new consumers who aren’t loyal to competing incumbents. Thirdly, market to consumers who “prize” the benefits they’d gain, or don’t value those they’d have to give up.

3. Manage Consumer Resistance. Gourville recommends bracing for slow adoption. Especially with “Long Haul” innovations, be careful to deplete marketing resources too quickly. Furthermore, consumers overvalue existing benefits of incumbent products by a factor of three, on average, while companies overweight the benefits to consumers by a factor of three – resulting in a nine-fold gap. To overcome the “9X Effect,” companies must introduce products with 10 times the benefit.

http://www.mediapost.com/publications/?fa=Articles.showArticle&art_aid=78486&passFuseAction=PublicationsSearch.showSearchReslts&art_searched=gourville&page_number=0 

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Radical idea: thinking before buying … what will be next?

February 3, 2009

Excerpted from WSJ, “New Info Shoppers,” By Mark Penn, January 8, 2009

* * * * *

With so much attention on psychological marketing these days — finding new ways to tap into people’s heads — perhaps the single most neglected trend out there is the move towards more hard-nosed information-based shopping and purchasing … 

A special kind of consumer has taken a major role in the marketplace — the new info shopper. These people just can’t buy anything unless they first look it up online and get the lowdown They have become highly suspicious of many TV ads: in a shoppers survey we did, 78% of them said that ads no longer have enough information they need. So many of them search online for virtually everything …

A whopping 92% of respondents said they had more confidence in information they seek out online than anything coming from a salesclerk or other source. They believe the information they find, not in the information that is spoon-fed to them, and the vast number of clicks today prove that they really are devoting time and energy to ferreting out detailed info before they buy.

We have seen many of the big market areas convert to an information-driven model — cars, homes, personal computers and medical care are areas where nearly 4 in 5 shoppers say they gather information on their own from the Web before buying … Now this trend is spreading down the product chain. In our survey, 24% said they are doing online research before buying shampoo …

The point is that advertising isn’t just moving to the Web, it’s got to grapple with an entirely new kind of shopper and way of shopping. Marketers now have to balance traditional media, online media, and content that is generated by experts, bloggers and consumers themselves. An astonishing 70% of Americans now say they consult product reviews or consumer ratings before they make their buying decisions …

New Info Shoppers are bigger than a microtrend. They represent a broad shift in the marketplace brought about by the Internet, higher education, and changing economic times. But the question is when is the marketplace is going to really catch up to them.

Edit by SAC

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Full Article:
http://online.wsj.com/article/SB123144483005365353.html

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Google clicks for General Mills …

February 3, 2009

Excerpted from Brandweek, “General Mills: Google Ads Click for Nature Valley” By Elaine Wong, Dec 18, 2008

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As marketers question the effectiveness of display ads and their ROI value, General Mills is telling a different story. The packaged goods giant revealed the results of a partnership with Google’s Content Network and YouTube, where consumers were exposed to display ads for a Nature Valley contest … The ads resulted in a 525% sales lift and delivered more than 830 million impressions for the Nature Valley brand…

It was the largest in scale for General Mills as far as online efforts go. General Mills didn’t disclose the cost of the effort … I t spent $2.8 million in Internet display advertising during the period when the contest ran…

The company used Google’s ad technology, including display, YouTube in-video, text and search ads, to reach out to consumers. As a result, the brand saw a 1,050% lift in related search behavior and a 1,000 percent increase in Web site visitation among consumers who were exposed to the ads…

“The key takeaway is, when we gave folks who care about Nature Valley an easy and fun way to talk about and share their experiences about the brand, they jumped into it with both feet”…the campaign’s success lies in its ability to tap into “the affinities and passions of consumers,” who, in this case, were avid nature enthusiasts. “Obviously, they didn’t just build a granola bar web site. Instead, they leveraged the passions and interests that most aligned with consumers likely to interact with their brand”…

General Mills said more digital campaigns are in the works following this success…

Edit by SAC

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Full Article: 
http://www.brandweek.com/bw/content_display/news-and-features/digital/e3i213af1e960abb3d865852c02173d4c5e?imw=Y

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PVP: Consumer Goods Rethink Price Hikes

February 2, 2009

Excerpted from BusinessWeek, “CEO: Clorox rolls back prices, more cuts possible”, by Vinnie Tong, January 9, 2009

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Price hikes on some consumer staples may be hitting their limit.

As prices for oil, gas and plastics rose to unprecedented heights last year, most major consumer products companies raised prices for a range of staples, including pet food, toothpaste and toilet paper.

Now that commodity prices are easing up and consumers face a financial crisis, some companies are cutting prices to attract shoppers.

Clorox has rescinded a 10 percent price increase on Glad trash bags that took effect in October, for example. And many of the hikes Clorox had planned for the first half of 2009 have been abandoned.

“Competitors will definitely do the same. We’ll see that the people who took pricing aggressively are going to have to give it back aggressively. Companies that took more measured pricing will have less pressure.”

Edit by DAF

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Full article:
http://www.businessweek.com/ap/financialnews/D95JS7380.htm

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PVP: CVS Earnings Dive After Offering “Disciplined” Pricing

February 2, 2009

Excerpted from Dow jones Newswire, “Medco: Kept Pricing Discipline While Winning Business”, by Dina Wisenberg Brin, January 9, 2009

Ken’s Take: (1) “Discipline” is an interesting name for price cuts  (2) Pricing is somewhat of a  throttle on the hardship tough economy.  If folks have any $$$ in their wallets, they can find plenty of good deals

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While a disappointing 2009 forecast from CVS Caremark Corp. has some worried about a pricing war among pharmacy-benefits managers (PBM’s), competitor Medco Health Solutions  has been able to keep “disciplined” in pricing its contracts.

Medco said in a statement: “Based on our ability to deliver considerable value to our clients and the power of our advanced clinical model, we have been able to both maintain our pricing discipline and win $7.2 billion in new business in 2008.”

CVS issued disappointing earnings guidance for the year, with repricing of pharmacy-benefit management contracts a major factor.

The company said more than half of its PBM business received “improved pricing” in 2009, part of an effort to lock in three-year contracts that become more profitable after the first year.

Wall Street analysts voiced concern about the price concessions.

Wachovia said it “stokes fears that the PBM business has become more price competitive or that CVS is in a weaker position vis a vis its peers. Pricing has become broadly more competitive. CVS sells a differentiated product and seems willing to accept lower margins in the PBM to boost returns in the retail business and gain traction for new offerings, arguing that returns in the consolidated business will improve.”

Edit by DAF

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Full article:
http://money.cnn.com/news/newsfeeds/articles/djf500/200901091705DOWJONESDJONLINE000836_FORTUNE5.htm

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Attention! Food safety alert …

February 2, 2009

Excerpted from Marketing Daily, “CPGs Are Improving Their Recall Response” by Karlene Lukovitz, Dec 5, 2008

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During the past two years, the U. S. Department of Agriculture (USDA) and the U.S. Food and Drug Administration (FDA) issued nearly 500 food safety alerts…

A recent consumer survey … found that 58% of respondents who had heard about product safety and/or quality problems changed their buying habits. Consumers turn away from such products for more than nine months, on average, increasing the likelihood that they will discontinue the use of the product or brand entirely.

“Consumers are becoming less tolerant of recalls, with more than 50% changing their product choices … As these consumers continue to buy different products, product manufacturers can expect lower sales and run the risk of damage to their brands.”

So how well-prepared are CPGs when it comes to product recall response time? Better than many consumers might assume, it turns out.

According to new research…24% of CPGs can currently trace and track a product and issue a 100%-correct recall alert within 6-24 hours, 20% can respond within 1-6 six hours, 12% within 1-2 days, and 8% within 1 hour. However, for another 20%, the response time is between two and five days…CPGs reported having specific goals for further recall response improvement…

Consumers can get food product alerts delivered by email by signing up for free membership in USFoodSafety.com. The service also says it will deliver unbiased articles on food safety issues and advice on safe food handling from academics who are experts in the field.

“Consumers have to become their own food safety advocates by actively searching for recalls and alerts”…

Edit by SAC

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Consumer tolerance of product recalls is declining. While recalls negatively affect brand value, companies with fast response times are more likely to retain the trust of their customers.

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Full Article:
http://www.mediapost.com/publications/?fa=Articles.showArticle&art_aid=96115

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Brands that win by a nose … huh?.

January 30, 2009

Excerpted from Brandchannel, “Branding by the Nose in Brazil,” By Ana Paula Palombo Terzi

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An estimated 80% of brand communication is auditory or visual.  As competition for brand awareness intensifies and the battle for consumer attention becomes increasingly competitive, marketers in Brazil are developing strategies that appeal to another, just as powerful human sense: the sense of smell …

Branding experts have learned to tap into the powerful emotions triggered by the sense of smell…No other sense can revive experiences and recollections so vividly as the sense of smell…But does this olfactory fact present actual, viable and achievable branding opportunities and new areas for the branding industry to explore and benefit from? Absolutely…

Scent branding…is an important and growing marketing segment, particularly in Brazil—a nation and culture known for its sensuality. Scent branding highlights smell as an emotional cue that induces positive behavior, accentuates brand attributes and generates recall—that subconscious action sought by every ambitious brand strategy…

Brazilian brands are now creating their olfactive logo, a scent signature which helps generate brand recall…A wide variety of businesses have been adopting olfactive logos…Brazilian baked goods brand Bauducco also strategized with olfactive marketing to appeal to a younger demographic in Brazil. A chocolate fragrance was diffused into movie theaters at the same time they ran a preview commercial for its signature product, the panettone. The campaign was a success.

Part evidence, part theory and part science, scent marketing demonstrates that the category can be an important component for brand communication and can positively and dramatically impact sales, even though it is still hard to measure a direct correlation with return on investment…

Scent marketing…engages consumers to experience a brand on a deeper level and recall what the brand is offering them. Scent marketing aims to create emotional content and stir these emotions…in a multi-sensorial context that exploits the complex inner workings of the human mind that bind physical sensation with emotions, attitudes and perceptions.

It is not surprising that strategies that capitalize on the full spectrum of human sensuality are finding industry support, and branding success, in Brazil.

Edit by SAC

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Full Article:
http://www.brandchannel.com/features_effect.asp?pf_id=453#more

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J&J lets the blogosphere tail wag the Motrin dog …

January 30, 2009

Background: J&J ran an Motrin ad with an irreverent tone to identify with young moms and the back pain associated with lugging infants in baby carriers. But it struck the wrong cord with some and drew fire on Twitter and from a small cadre of “mommy bloggers” — the most vocal members of the demographic J&J was trying to woo.

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Excerpted from Ad Age, “Crashing Motrin-Gate: A Social-Media Case Study” by Jack Neff, November 24, 2008

At first glance, it looks like J&J’s Motrin was chastened by the power of social media when it yanked a Motrin ad campaign…’Motrin-gate’ proves the power of social media for marketers as well as how quickly marketers can be forced to buckle to a relatively small but vocal minority of people…

J&J might have been a tad hasty in pulling down its ad. In doing so, it bowed to a vocal flash mob that represents a tiny fraction of moms…And despite a storm of media attention, the ad … received less exposure than one 30-second spot on a cable news network.

On the one hand, so-called Motrin-gate proves the power of social media for marketers. On the other, it proves how quickly marketers can be forced to buckle to a relatively small but vocal minority of people who can create “flash floods”…

Yet, not that many people ultimately paid attention…about as many people saw the ad without turning to social media in outrage … as saw it during the week after it broke … most online buzz about Motrin-gate was either positive or neutral in tone toward J&J and the ads…

If Motrin’s brand managers were not just listening to the market, but accurately measuring it too, they might not have been so quick to panic and pull the ad” …J &J should have kept the campaign in place, apologized to critics in whatever medium they had used to complain, and used the opportunity to engage in dialogue…

Corporate marketers already knew about the power of mommy bloggers…They are buying ads, they are engaging women online. They are sponsoring trips, sending you even MORE free stuff. They are paying for YOU to consult for them. … You have their attention. You have the power”…

 

Edit by SAC

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Some may argue that J&J was too fast to react to the mommy bloggers with the Motrin Ad controversy.  As the article notes, not that many people actually paid attention to the controversy and the resulting buzz was for the most part was neutral if not positive.  However, it is unclear what damage may have done if the ad had not been pulled and as this controversy proves, the influence of small, yet vocal groups such as Mommy bloggers is not to be underestimated. 

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Dr. Pepper Targets Video Game Junkies

January 30, 2009

Excerpted from the New York Times, “A Drink Backed by a Sports Hero (Wielding a Mean Game Controller)”, by Stephanie Clifford, November 19, 2008

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Dr. Pepper announced, for the first time, it is promoting a professional athlete on bottles that it will distribute nationally. But the shaggy-haired athlete on the label is not a traditional sports star: he’s a 21-year-old who has a three-year, $250,000 contract to play video games.

Dr Pepper is featuring the Halo 3 player Tom Taylor, who goes by Tsquared, on the labels, which will appear on about 175 million 20-ounce bottles from January to April.

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Video games are hugely popular with young men, who are playing them instead of watching television and reading magazines. Marketers are trying to advertise their products to this group by sponsoring tournaments or placing advertisements within the games themselves. (The Obama presidential campaign, for example, put ads on virtual billboards in the game Burnout Paradise.)

With the new labels, Dr Pepper is trying to grab the attention of gaming fans, who at Major League Gaming are largely men in their teenage years and early 20s.

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“The successful marketing of major stars is what sports leagues have always been about,” said Matthew Bromberg, the chief executive of Major League Gaming. “What’s really going on here is for tens of millions of young men, the aspiration to be a pro gamer is the new dream of sports stardom,” he said.

Edit by DAF

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Full article:
http://www.nytimes.com/2008/11/19/business/media/19adco.html?ref=technology

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Manage your marketing ROI … or else.

January 29, 2009

Excerpted from Brandweek, “CMOs Pressured To Show ROI” By Kenneth Hein, Dec 8, 2008

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Some CMOs are feeling awfully paranoid these days. With good reason, a number of recent studies show that marketers’ spending choices are coming under far greater examination as the economic vise tightens. In fact, 89% of marketers said they are under more intense scrutiny than ever before…The greatest pressure being applied is the demand to show return on investment. However, many are struggling to do so, finding the ROI process complex…

Yet, most recognize a need for improvement maximizing dollars spent. 67% believe that they are not realizing the full revenue potential of customers…

So how are marketers adapting? 64% of CMO Council respondents said they were evaluating all areas of marketing spend to increase yield and accountability…“In a constrained economy you’ve got to focus monetizing existing customer relationships. It requires analytics and better use of customer data. [However], in many cases marketers struggle to integrate and leverage data.”

64% of respondents said better segmentation, profiling and targeting strategies were the top ways they were trying to better engage core audiences…

Despite years of conversation about ROI, the tactic of actually measuring marketing investments is still in its infancy…Among the reasons marketers have been slow to adopt ROI tactics: problems with data and integrity (47%), lack of technology (41%) and resource dedication (39%)…

“The mandate is to do more with less…Part of that is using new strategies and techniques to make sure money isn’t left on the table.”

Edit by SAC

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Marketer’s have long argued that marketing costs and results are difficult to measure, making ROI nearly impossible to quantify.  With the current economic situation the pressure for CMO’s to show results is not likely to go away anytime soon.

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Full Article:
http://www.brandweek.com/bw/content_display/news-and-features/direct/e3ib7f2dc11ebcfe13a1a67c9e3add4f502?imw=Y

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Opposites Do Attract: Google and P&G Partner for Innovation

January 29, 2009

Excerpted from WSJ, ” A New Odd Couple: Google, P&G Swap Workers to Spur Innovation” By Ellen Byron, November 19, 2008

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At P&G the culture is so rigid, employees jokingly call themselves “Proctoids.”

In contrast, Google staffers are urged to wander the halls on scooters and brainstorm on public whiteboards.

Now, this odd couple thinks they have something to gain from one another — so they’ve started swapping employees … staffers have spent weeks dipping into each other’s training programs and sitting in on meetings … Closer ties are crucial to both sides.

P&G, the biggest advertising spender in the world, is waking up to the reality that the next generation of buyers now spends more time online than watching TV. Google craves a bigger slice of P&G’s $8.7 billion annual ad pie as its own revenue growth slows.

The struggle by these two heavyweights to formulate successful strategies highlights how tough it is for myriad other companies, from newspapers to auto makers, to profit from Americans’ rush online

P&G has a long history as a marketing innovator … But amid the shift to online media, P&G has stayed mostly on the sidelines so far … Tide is P&G’s single biggest brand in North America … It was also one of the first products to advertise on live television … Still, despite the shift among younger consumers toward online media, it is clear P&G’s marketing approach still prioritizes TV…

A big hurdle for Google is that many big ad agencies … still don’t make online strategies a priority. “The worst answer you can hear from an agency is, ‘Don’t worry, we have a group to handle interactive’ … Interactive isn’t a group, it’s everybody’s job”…

Consumer-products companies have been among the slowest to adopt online marketing because the traditional forms of marketing … are still reasonably effective

A recurring suspicion: It works only for products that people buy online…”Everyone has a mindset that it has to be transactional … But, Online campaigns,  can powerfully influence brand awareness among consumers.”

Edit by SAC

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While the corporate cultures of Google and P&G couldn’t be more dissimilar, the partnership is a merger of two of the best and promises interesting results.  It appears that P&G has been satisfied with and encouraged by the success of the first online campaigns to come out of the partnership.  If this relationship continues P&G is nearly guaranteed to increase its online spending and Google will be there to reap a portion of the benefits. 

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Full Article:
http://online.wsj.com/article_email/SB122705787917439625-lMyQjAxMDI4MjE3OTAxNTk3Wj.html

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Loyalty programs lose their umph … at least for airlines

January 28, 2009

Excerpted from WSJ, “Plunging Value of Fliers’ Miles Saps Loyalty” By Scott McCartney, Dec 9, 2008

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The plunge isn’t as severe as your 401(k) or home appraisal, but the value of frequent-flier miles has dropped so far that airline programs no longer drive customer loyalty as strongly as they used to … But now, a handful of airlines … are launching tweaked programs they hope will rebuild ties with fliers.

The percentage of online buyers who say they are loyal to particular travel companies fell to 25% this year from 31% in 2006 … Customer loyalty for airlines … are worse than for hotels and cruise lines. And travelers buy tickets based on price and schedule more than ever instead of choosing to fly a particular airline.

“Airlines are shooting themselves in the foot…Their loyalty programs are just not worth what they once were to consumers.”

The biggest force driving the erosion of loyalty is the loss in value of frequent-flier miles … Airlines have raised the price of awards and tightened availability of the cheapest award levels, forcing travelers to jump to more-expensive mileage levels to claim seats…

To be sure, frequent-flier programs still drive loyalty for some road warriors… And they still make lots of money for airlines … The programs have grown more profitable as airlines have made it more difficult to cash in miles and added fees and surcharges to awards…

Not surprisingly, research …s hows growing dissatisfaction with mileage programs…Some airlines are addressing these flier gripes and revamping their programs …

Industry watchers say it may be risky to continue to degrade frequent-flier programs … airlines need to re-examine if they have squeezed frequent-flier programs too tightly. He says airlines have ignored trends in other industries where loyalty programs are stronger, and made their rewards more expensive and more difficult to redeem than other loyalty programs.

“Airline passengers get whacked by a lot of sticks, but there are not a lot of carrots out there for them” … airlines need to reinvigorate their customer-service efforts across the board, improving service at the airport and on board aircraft … frequent-flier programs could be more valuable to airlines as stronger drivers of loyalty if carriers revamped their confusing and frustrating redemption schedules, and gave consumers better benefits for purchasing loyalty.

“The idea of trying to reward people for loyalty is good … but it has become too complex and frustrating in the airline industry.”

Edit by SAC

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Declining customer loyalty adds pressure to the airlines already heavy financial woes.  Passengers no longer see the value in the customer loyalty programs that were originally created to increase customer loyalty.  As such, frequent-flyer programs may be profitable for the airlines in the short-term, but in the long-term customer lifetime value is likely to decline having a great impact on the airlines’ bottom line.

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Full Article:
http://online.wsj.com/article/SB122877921525689525.html

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Battling Private Label Rivals with Innovation …

January 28, 2009

Excerpted from BrandWeek,”OTC Drugmakers Seek Cures” by Elaine Wong, November 9, 2008

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Makers of branded cold and flu remedies are seeking their own antidotes for flagging sales. But will cash-strapped consumers cough up more money for “innovation?”

Tylenol is launching Tylenol Warming Liquids … that treat cough, sore throat and other cold symptoms via a formulation that delivers a warming sensation…

P&G is introducing Dayquil Plus Vitamin C, which includes 150% of the daily dose of the vitamin in the mix…

Robitussin … is promoting its DM Max mucus relief formula…“Robitussin DM Max has a double dose of mucus-fighting medicine”…

The efforts come as sales of most major OTC brands have declined by low-to mid-single and double digits thanks to advances by private label competitors. Sales of Children’s Tylenol, fell 14.2%…Robitussin’s … medications dropped 8.8%. Private label also prevailed in the tablet and packet category, up 18%…

Meanwhile, retailers have stepped up marketing efforts for their brands. Unlike previous cold/flu seasons … the drugstore is experiencing significant private label growth. The uptick reflects a mix of savvier retail marketing efforts, combined with a smarter and cash-strapped consumer, according to industry analysts.

“It’s the one category where it’s very clear and easy to see that the active ingredients in both national and store brands are identical” … Efforts like these are nothing more than attempts to gain greater market share. Research on vitamin C, in particular, shows no real effect in fighting or preventing colds. “It’s a cheap and easy way to distinguish your product from someone else’s”…

Edit by SAC

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OTC drugmakers know the benefits of choosing a private label OTC product with the same ingredients is clear for cash strapped consumers and are using innovation to add value to their products.  The brands must give consumers a reason to purchase their brand over less-expensive labels. This is becoming increasingly difficult as a recent Neilsen study showed that 62% of consumers perceived private label brands to be equal to name brands. 

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Full Article:
http://www.brandweek.com/bw/content_display/news-and-features/shopper-marketing/e3i8a864b21b4f19fc5d31ca97a9df8da2f

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Do birds of a feather buy the same things ?

January 27, 2009

Excerpted from Ad Age, “Can Social Networks Predict What You’ll Buy?” by Abbey Klaassen, November 17, 2008

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Those stalking the social-networking field are betting that birds of a feather don’t just flock together — they buy together too.

There’s emerging evidence that mapping the online relationships among consumers…can be just as valuable as traditional targeting and segmentation in predicting how people will respond to marketing messages…

“It may well be that direct communication between people is a better indicator of deep similarity than any demographic or geographic attributes”…

In one way, the concept is almost the opposite of collaborative filtering. Instead of associating unconnected consumers through their similar preferences and behaviors, it associates consumers who are already connected and share values and beliefs, a concept called homophily

Several firms are hoping social-connection mapping will create a more valuable ad experience in social networks…

SocialMedia.com has developed a relationship-targeting technology called FriendRank using data from social-network applications…to construct a sense of where consumers’ strongest online relationships lie … It serves ads within social-network environments and incorporates the explicit associations between two people into its creative. A typical ad might have a call to action or question that is then sent to 10 of their friends. Should they interact with it, it will be sent to their networks, and so on and so on.

“Our thesis all along has been: Ads have to become social themselves…They can’t just be traditional web ads on top of social networks.”

Edit by SAC

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The influence of social networks on purchase decisions could provide significant insights to marketers and advertisers.  However, it is unclear how credible these start-up technologies are in their ability to predict the influence of relationships on purchases. A specific barrier that exists is in the tendency for social network users to “Friend” or “Link in” with many people with whom they rarely communicate, and thus are unlikely to influence or be influenced by.  Among the many firms that are analyzing this social network to purchase relationship, FriendRank seems to be on the right track of first understanding where consumers strongest relationships lie. 

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Full Article:
http://adage.com/digital/article?article_id=132582

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Managing the customer experience … from "delight" to "good enough"

January 26, 2009

Excerpted from the McKinsey Quarterly, “Maintaining the Customer Experience”, by Adam Braff and John C. DeVine, December 2008

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Stinting on customer service is a common and sometimes costly response to tough economic times. By managing the customer experience more rigorously, companies can maintain quality while still saving money.

How can consumer businesses make necessary investments in service while facing the pressure on revenues and costs? One key is to minimize wasteful spending while learning to invest in the drivers of satisfaction. Specifically, companies should challenge their beliefs about service and test those beliefs analytically. Many will discover that long-held but seldom-reviewed assertions about what customers really want are wrong.

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Consider service levels, specifically average time-to-answer, which is one of the most common metrics used in call centers. Companies that closely manage the customer experience have taken a rigorous approach to resetting service levels and, in some cases, are saving money without degrading them or customer satisfaction. In short, these companies have carefully measured the “breakpoints” to find their customers’ true sensitivity to service level changes.

One company, a wireless telecommunications services provider, found that its customers had two breakpoints at X and Y seconds on a call; answering the phone immediately (less than X seconds) produced delight, while leaving customers on hold for longer (more than Y seconds) produced strong dissatisfaction (exhibit). Although customers were fairly indifferent to service levels between X and Y, the company’s average time to answer was only loosely managed between these two points.

 

image

 

The company considered raising service levels to the “delight breakpoint” or reducing them to just above the “patience threshold.” Customer-lifetime-value economics pointed to the second option: relaxing service levels but guarding against crossing the patience threshold. The drop in customer satisfaction was negligible, but the savings in staffing were significant, and the company ended up saving more than $7 million annually.

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Other good places to look for potential overinvestment include marketing campaigns (for example, offering to move a customer to a cheaper rate plan regardless of whether the customer says cost is a problem) and excessive use of bill credits and adjustments. The business case for these “customer delight treatments” can include unrealistic assumptions about how they will increase customer referrals and retention. And often, there is no business case.

Finding these savings requires rigor in customer experience analytics: the collection of customer-level data, matching survey responses to actual behavior, and statistical analysis that differentiates to the extent possible between correlation and causation. It also requires a willingness to question long-held internal beliefs reinforced through repetition by upper management.

Edit by DAF

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Full article:
http://www.mckinseyquarterly.com/article_print.aspx?L2=16&L3=14&ar=2259

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