Professional Documents
Culture Documents
Integrated Marketing Communications Comm
Integrated Marketing Communications Comm
Integrated Marketing Communications Comm
DECLARATION
By submitting this work online I confirm that this piece of work is a result of my own
work except where it forms an assessment based on group project work. In the case of
a group project, the work has been prepared in collaboration with other members of
the group. Material from the work of others not involved in the project has been
acknowledged and quotations and paraphrases suitably indicated. Furthermore, I
confirm that I understand the definition of plagiarism that is used by Durham
University.
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TABLE OF CONTENTS
1 INTRODUCTION 3
2 PROLOGUE 4 ‐ 5
3 THE STORY OF ITS STRATEGY 5 ‐ 8
4 WHAT DO I SUGGEST? 12 ‐ 15
5 WHY DID I SUGGEST? 15 ‐ 17
6 GET CREATIVE! 18
7 REFERENCES 19 ‐ 21
3
“If your eyes could speak, what would they say?“ - Markus Zusak, The Book Thief
(Imgkid.com, 2015)
4
PROLOGUE
Dear reader, I take much pleasure to introduce thy to what the world nowadays
calls “fashion”; to a brand that talks of wearing your attitude: ZARA is one of a kind.
I intend to communicate through this portfolio that ZARA by all means of a fashion
brand does its job wonderfully, however, the consumer is whom we desire to satisfy.
So is the consumer truly satisfied? Only through communication does one truly
understand one another’s experiences, desires, happiness and satisfaction. This
collection of experiences discovers the different communicative techniques ZARA
incorporates into its brand image, identity and concept. At the end of this rather
interactive portfolio, alongwith helpful suggestions, a creative element awaits which
will indefinitely aid in management of futuristic approaches to marketing
communication.
To start off, allow me to give a bit of background on the “pioneer of fast fashion”
(Chu, 2015). ZARA is a flagship chain store owned by Inditex (one of the largest
fashion retail groups in the world with 8 brands and over 6460 stores in 88
markets) (Inditex.com, 2015).
SOURCE: INDITEX.COM, 2015
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Having taken a look at their business model and marketing strategy (Inditex.com,
2015) (which shall be shown in due course), I can understand that the Group puts
the customer at the centre when making decisions, which shows that they follow a
customer‐led marketing approach in all of their choices. Throughout the supply
chain, this customer‐centric approach can be seen reinforced.
a stakeholder approach is followed. In this model, everybody from the owners to the
clients can communicate to each other flexibly and all opinions are given equal
importance. This helps the big Group to focus on its consumers specifically and
helps re‐invent the brand constantly to avoid obsolescence. How is this done? There
is now a direct line of communication (because of this model) between the store
manager and other points of contact like the design team, salespeople and window
designers (Soloaga and Monjo, 2010).
SOURCE: INDITEX.COM, 2015
Its business model shows that the store is the direct point of contact or as they call it
“meeting points” between the company and the consumer. The store is in fact the
company and the brand’s only form of advertising to consumers (more about this
later). The most significant fact about the customer service at ZARA stores is that:
they listen and observe. They watch how consumers purchase items, what do they
pick more often, what they avoid, how they respond to certain things like “I don’t
like this cuff” or “It stands out with the fur”. These messages help the brand to build
on its designs again (Soloaga and Monjo, 2010).
The next thing you see is that a phone call is made from the store to the factory,
changes are made to the design and within two weeks, voila! That new trendy red
coat looks so much better. ZARA’s focal strength is its ability to respond quickly to
7
the changing consumer needs, because it has the resources and skills to do so.
Simply put, ZARA produces where it sells. This is also the main reason why you will
probably see in a lot of places ZARA being quoted as “fashion imitator” (Marketing
91.com, 2015; Loeb, 2013). What does that mean? Pretty self‐explanatory, it
imitates styles faster than anybody else does. Is that a good thing or a bad thing?
You choose.
Now about store advertising, just how much do
you think ZARA spends on its store? Well think
again. In 2008, 937 million Euros was spent in
opening of new stores. This is because the big
Group vehemently insists on opening the right
store at the right time in the right place. So
much thought, money and time are spent in
deciding where to open a store in which
country that it takes years to get that first step
right (Soloaga and Monjo, 2010). And darn
SOURCE: SOLOAGA AND MONJO,
right, ZARA has done a good job. Again. 2010
ZARA is so ambitious to get as close to the
luxury brands that it situates itself right next to
the high street stores for example, in Istanbul,
it is wedged in between Cartier, Hermès and
Chanel. For ZARA, investing in real estate is
marketing. It buys up locations that are either
prime or historic, renovates them and turns the
store into a classy, luxurious, sophisticated
touristic spot (Hansen, 2012). Except in these
places, the wealthier ones turn up.
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These stores are no ordinary places; a lot of attention to detail is placed on the
positioning of the product and what revolves around it. Within the store is what
ZARA invests in what is called Point of Sale advertising and what they place a “lot of
importance” on. They choose top models like Kate Moss to portray their brands. And
nothing, repeat, nothing hinders the vision of the consumer towards the product
upon entering the store (Soloaga and Monjo, 2010).
Now about pricing: regarding low‐cost high fashion, I’m afraid but that is not what
people are saying. Let’s look at what the crowd has to say.
10
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A lot of angst and hostility can be seen in some of these pictures; some say that
ZARA is too much money for very little value and others seem to be having issues
with getting the customer service to respond to them. But on the other hand, a
recent ongoing integrated marketing campaign called “People” has started
attracting bloggers, followers and readers; “People” lets you pick your item, post a
photo with you in it or without you and blog/post/share onto ZARA’s website; if by
chance, you are lucky and you get published, ZARA offers you 300 pounds or
equivalent to any currency (Cisneros, 2015). This, personally, I am impressed, was
innovative, considering ZARA’s lack of interest in almost anything social‐media
related. Through other positive posts, it can be seen that consumers like to share on
pieces they purchase or use it to promote their fan following.
But though there is mixed response on the brand’s social network, critics that is I
and others have to say that ZARA does not actively engage through social media.
Surprise? No, me neither.
It rather uses a light approach by posting infrequently. The brand does not help
interact with consumers using social media and because of this reason purchase
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consideration remains at low
levels (Bulman, 2015;
Bestglobalbrands.com, 2015).
You can’t blame an entire
generation for going digital, can
you? You have to follow the
trend; it’s not the other way
around. Rare times, maybe.
WHAT DO I SUGGEST?
Having said the above, I can grudgingly say that ZARA does incorporate the 7 P’s of
marketing almost successfully into its brand though there are teeny‐tiny holes to
work on communicating its brand. Its trendy, fashionable but isn’t on everybody’s
mind. Why? The reason is because ZARA has not managed entirely to come onto the
right track. If the owners want to be obstinate about not advertising, fine by me.
But let me tell you something, for a brand where fast fashion goes out instantly the
minute it comes in is in contradiction to the fact that the brand also “tries hard” to
be as environmentally polite as possible at the same time; resources are still getting
burnt, water still gets wasted twice as more and in the end, they will be asking for
consumers to pay more for absolutely nothing (Hansen, 2012).
Try a perspective where you implement something that is totally new and you
showcase that to the world using lesser resources would definitely be a turning
point, would it not?
In the words of Edward and Ljungberg (2003), you identify the problem and rectify
it. The problem here is communication, how to come off as stylish, novel, and eco‐
13
friendly at the same time while trying to interact with your consumer. What if
consumers stopped walking into ZARA stores one day and relied on online shopping
instead? We can’t pack our bags and go back home, can we? We face it.
I present to you my following suggestions to help ZARA build a better
communicative and fashionable future:
Transmedia Planning – Use each medium to the fullest
SOURCE: PATTERSON, 2012
The benefit of using each medium
to make maximum use of its
capabilities is of creating a story
and promoting a unified message
but through different ways and by
telling each part of the story
differently; the resultant effort is
that the consumer is involved
throughout the way and he/she
has an interactive experience and
most importantly, enjoys being a part of
it (Patterson, 2012).
For example, a marketing campaign that
promotes “Sustainable Fashion”,
fashion that is recycled, reused and
reduces environmental damage. An
attractive, enticing campaign that
convinces consumers to turn in their
old used ZARA clothes that can be
reused again to make new fashion.
Every step of the way is shared, posted
SOURCE: PCB, 2015
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and blogged on through media, billboards, magazines, publications, staff talk
about it to their consumers; in this way as you can see, the story is talked
through different ways differently. Consumers will be kept on their toes, wanting
to see how this shall turn out and this will definitely build the brand image. Even
Greenpeace would be happy. ZARA could then promote its one unified message
of “Ultimate Consumer Satisfaction” through these sustainable and eco‐friendly
options.
“People” Integrated Marketing Campaign – Personalize It
About that campaign, though the idea of it is novel and unique, the brand could
do better by personalizing it and thanking each individual, who has made a
contribution personally. This has not been seen anywhere on its social media, in
fact the campaign itself has died down with not a lot of result to it (Cisneros,
2015). When campaigns are unsuccessful, there is
SOURCE: REDFLAGDEALS, 2011
nobody else to blame except poor
contact with the market (Edward
and Ljungberg, 2003). Market that
product/campaign and then stay in
touch, and keep building on it.
Neglecting is what leads to failure.
More Persuasion, SOURCE: STLLURE, 2015
More Attraction
If you have taken a peek
at ZARA’s website, you
would have noticed that
the site has a simple look
to it, rather too simple.
The products and items
are showcased but it does
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not persuade or attract. Nothing attracts or convinces customers to spend more.
Rather an eye‐catching or enticing front spread would probably engage more
audience towards using the site (Cisneros, 2015). The reason we make products
is so that somebody buys it at the end of the day therefore product development
and physical appearance is as necessary as water and oxygen to a human
(Edward and Ljungberg, 2003).
Certain limitations or risks involved with these could be how we use these methods
to increase and build the reputation of our company and consumers may find those
purposes to be selfish; in the long term, this approach could be harmful for the
company. Customers tend to look towards ZARA as high, luxury fashion; this image
could be deteriorating, as not everybody tends to see recycled fashion as luxury.
Other factors such as building up a campaign that has already died down might not
result again in a success but there is nothing stopping it from being a success either.
ZARA likes keeping things simple and elegant; consumers who are used to this sort
of style may find other designs on a website rather clashing with the brand image.
Even though having considered all of that, it still does not hurt to try.
table to work with these fabrics, sharing that story, giving back to nature by
reducing the amount of wastage of water, all of this forms a huge circle of
interaction and caring for the consumer’s satisfaction. The value here that is
promoted is satisfaction i.e. happiness, active consumer engagement, building
a story.
SOURCE: DAILY HOPE, 2015
Why personalize a campaign? again consumers always need a reason to come
back to you; by being an interactive brand, he/she goes on to remember that and it
also forms a part of being courteous and understanding to the consumer. You have
formed a brand relationship with the consumer, right there. In the words of Sheldon
(Tadajewski, 2011), “service above self‐ he profits most who serves best.” The value
here is: understanding i.e. a brand that understands you and again, consumer
interaction.
SOURCE: VANITY FAIR, 2012
Why being persuasive is
good? for the simple
reason: that is why
consumers buy stuff. If all
you were going to do is stand
there and place a board
saying “Shoes for Sale”, it
might not grab anybody’s
attention. On the other hand,
if you kept screaming and
shouting happily “Shoes for Sale!”, consumers are going to give you attention.
Making an effort isn’t a bad thing, but not making an effort entirely is. Consumers
17
like to have fun; fun is created out of the experiences that brands make. Providing
consumers with that experience is what grabs attention and persuades consumers
to try it (Patterson, 2012). The value here is providing an experience, having fun,
and again promotes engagement.
I have conveyed my message of how I would like to take things further with brands
in a marketing communications agency. The end of this interactive experience has
come and I shall now bid thee, farewell. Please do have a good look at the next page
though.
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GET CREATIVE!
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