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International Marketing > Chapter 1 > Flashcards

Chapter 1 Flashcards

1
Q

Marketing

A

The process by which companies engage customers, build strong customer relationships, and create value in order to capture value from customers in return

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2
Q

Goals of marketing:

A

Attract new customers (promising better value)

To keep and grow current customers (delivering value and satisfaction)

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3
Q

Needs

A

States of felt deprivation

Human needs are inherent and not created by marketers

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4
Q

Wants

A

The form human needs take as they are shaped by culture and individual personality

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5
Q

Demands

A

Human wants backed by buying power

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6
Q

Market offerings

A

Some combination of products, services, information offered to a market satisfy a need or a want

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7
Q

Marketing myopia

A

The mistake of paying more attention to the specific products offered by a company rather than the benefits and experiences produced by these products

A market

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8
Q

Brand experience

A

Smart marketers combine several services and products to create a ‘brand experience’, such as Disneyland, it offers not only rides but characters and a ‘magical environment’

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9
Q

Marketers need to set the right level of expectations:

A

Too low: Will satisfy but not attract enough customers

Too high: Risk disappointing and losing current/potential customers

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10
Q

Exchange

A

The act of obtaining a desired object from someone by
offering something in return

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11
Q

Market

A

The set of actual and potential buyers of a product or service.
These buyers share a particular need or want that can be satisfied
through exchange relationships

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12
Q

Marketing management

A

The art and science of choosing target markets and building profitable relationships with them

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13
Q

Aim of marketing management

A

To engage, keep, and grow target customers

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14
Q

Market segmentation

A

Dividing a market into segments of customers

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15
Q

Target marketing

A

Selecting a market segment to market to

It is not realistic to try and attract the entire market, so companies
target specific segments and focus on them

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16
Q

Value proposition

A

The set of benefits and values a brand promises
to deliver to customers to satisfy their needs

Value propositions differentiates different brands

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17
Q

Five concepts of marketing strategy:

A

Production concept

Product concept

Selling concept

Marketing concept

Societal marketing concept

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18
Q

Production Concept

A

Consumers prefer products that are available and highly affordable

Management ought to focus on improving production and distribution
efficiency

May lead to marketing myopia

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19
Q

Issue with production concept

A

May lead to marketing myopia

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20
Q

Product concept

A

Consumers prefer products that offer the most in quality, performance, and innovative features

Management ought to focus on making continuous product improvements

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21
Q

Issue of product concept

A

May lead to marketing myopia

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22
Q

Selling concept

A

The idea that consumers will not buy enough of the firm’s products
unless it undertakes a large-scale selling and promotion effort

Usually practised by companies selling unsought goods (life insurance,
blood donations)

These companies must be extremely efficient at tracking down
prospoects and selling them on a product’s benefits

23
Q

Issue with selling concept

A

Focuses on creating sales rather than building long-term relationships with consumers

Focuses on selling rather than satisfying consumer needs

24
Q

Marketing concept

A

The idea that achieving organisational goals depends on knowing the needs and wants of the target markets and satisfying them better than competitors do

“Find the right products for your customers, not finding the right
customers for your products”

Marketing driven companies usually learn DEEPLY about the needs and wants of their target consumers to provide a better product

25
Q

Customer-driving marketing

A

Knowing the needs and wants better
than the consumers themselves do.

Consumers often don’t know what they desire or what is possible to produce, Henry Ford: “If I had asked what consumers wanted they would’ve said faster horses”

26
Q

The Societal Marketing Concept

A

The idea that marketing strategy should deliver value to customers in a
way that maintains or improves both the customer’s and society’s well-
being

Criticises the pure marketing concept for being too short-term focused,
only satisfying customer’s immediate needs

Calls for sustainable marketing, socially and environmentally responsible marketing

27
Q

Shared value

A

Recognising that societal needs, not just economic
needs, define markets

28
Q

The FOUR P’s of marketing:

A

Product

Price

Place

Promotion

29
Q

Customer relationship management

A

The process of building and maintaining profitable customer relationships by delivering superior customer value and satisfaction

30
Q

Customer-perceived value

A

The customer’s evaluation of the difference between all the benefits and all the costs of a market
offering relative to those of competing offers

Customers buy from the firm that offers the highest customer-
perceived value

31
Q

Customer satisfaction

A

The extent to which a product’s perceived
performance matches a buyer’s expectations

32
Q

Customer Relationship Levels and Tools

A

Customer relationships are minimal for low-margin companies (commodities)

Customer relationships are extensive and developed in high-margin, small market companies

Loyalty programmes are an inexpensive way to develop relationships
with customers and increase loyalty

33
Q

Customer-engagement marketing

A

Making a brand a meaningful part of consumers’ conversations and lives by fostering direct and continuous customer involvement in shaping brand conversations, experiences, and community

34
Q

Customer brand advocacy

A

Actions by which satisfied customers initiate favourable interactions with others about a brand

35
Q

Consumer-generated marketing

A

Brand exchanges created by
consumers themselves – both invited and uninvited – by which consumers are playing an increasing role in shaping their own brand experiences and those of other consumers
- Companies can invite consumers to provide ideas through contests or general conversation

36
Q

Issue with consumer generated marketing

A

Can be costly and time consuming

Many times, the ideas are just not helpful or innovative

37
Q

Partner relationship management

A

Working closely with other
departments and outside the company to jointly bring greater value to customers

All departments and partners can interact with consumers, so they
need to be coordinated and work together to maximise value

38
Q

Creating Customer Loyalty and Retention

A

Research suggests that it is 5x cheaper to retain an existing customer than to attract a new one

Losing a single customer means losing all potential future lifetime sales/revenue, and also risks them sharing their disappointment with other potential shopper

39
Q

Share of customer

A

The portion of the customer’s purchasing that a company gets in its product categories

40
Q

How can companies increase share of customers?

A

Offering a greater variety to current customers, cross-sell and up-sell to existing customers

41
Q

Customer equity

A

The total combined customer lifetime values of all of the company’s current and potential customers

42
Q

Companies need to manage their customers based on their

A

Loyalty

Potential profitability

43
Q

Strangers

A

Low loyalty & low profitability

44
Q

What should you do with strangers?

A

Don’t invest any money in them

Make money on every transaction

45
Q

Butterflies

A

Low loyalty and high profitability

46
Q

What should you do with butterflies?

A

Efforts to convert them to loyal customers are rarely successful

Focus on making as much profit in the short-term but stop investing after that

47
Q

True friends

A

High loyalty & high profitability

48
Q

What should you do with true friends?

A

Continuous relationship investments to delight and engage customers

49
Q

Barnacles

A

High loyalty & low profitability

50
Q

What should you do with barnacles?

A

If they cannot be made profitable, they should be fired

51
Q

Digital and social media marketing

A

Using digital platforms to engage customers anywhere, anytime via their digital devices

52
Q

Social Media Marketing

A

Online social media provide digital hubs where information can be shared and accessed in real time

53
Q

Mobile Marketing

A

More than 40% of online purchases are now made from mobile devices

Customers are constantly on their mobile devices

54
Q

Big Data and Artificial Intelligence (AI)

A

Brands can use big data to personalise marketing offers based on individual consumer habits

AI can be used to analyse big data instantly and develop marketing
plans

International Marketing (13 decks)

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