Marketing Management

Marketing Management
Fifteenth Edition
Chapter 20
Managing Mass
Communications:
Advertising, Sales
Promotions, Events
and Experiences,
and Public Relations
Copyright © 2016, 2012, 2009 Pearson Education, Inc. All Rights Reserved
Learning Objectives
20.1 What steps are required in developing an
advertising program?
20.2 How should marketers choose advertising media
and measure their effectiveness?
20.3 How should sales promotion decisions be made?
20.4 What are the guidelines for effective brand-building
events and experiences?
20.5 How can companies exploit the potential of public
relations?
Developing and Managing an
Advertising Program (1 of 2)
Figure 20.1 The Five Ms of Advertising
Developing and Managing an
Advertising Program (2 of 2)
• Setting the advertising
objectives
• Deciding on the advertising
budget
• Developing the advertising
campaign
• Choosing media
• Evaluating advertising
effectiveness
Setting the Advertising Objectives
• Informative
• Persuasive
• Reminder
• Reinforcement
Deciding on the Advertising
Budget (1 of 2)
• Stage in the product life cycle
• Market share and consumer base
• Competition and clutter
• Advertising frequency
• Product substitutability
Deciding on the Advertising
Budget (2 of 2)
• Advertising elasticity
– Concave or S-shaped
Developing the Advertising
Campaign (1 of 7)
• Message generation and
evaluation
– Positioning of an ad—what it
attempts to convey about the
brand
– Creative brief
– Open sourcing/crowdsourcing
Campaign (2 of 7)
• Creative development and execution
– Advertising medium (television, print, and radio
advertising media)
Campaign (3 of 7)
• Television ads
‒ Vividly demonstrates product attributes
‒ Persuasively explains consumer benefits
‒ Portrays usage imagery/brand personality
‒ Product/brand can be overlooked
‒ Creates clutter
‒ Easy to ignore or forget ads
Campaign (4 of 7)
• Print ads
‒ Provide detailed product information
‒ Flexibility in design and placement
‒ Can be fairly passive
‒ Newspapers popular for local ads
‒ In steady decline
‒ Poor reproduction quality
‒ Short shelf life
Campaign (5 of 7)
• Print ad evaluation criteria
– Is the message clear at a glance?
– Is the benefit in the headline?
– Does the illustration support the headline?
– Does the first line of the copy support or explain the
headline and illustration?
– Is the ad easy to read and follow?
– Is the product easily identified?
– Is the brand or sponsor clearly identified?
Campaign (6 of 7)
• Radio ads
‒ Occurs in the car and out of home
‒ Main advantage is flexibility
‒ Ads are relatively inexpensive
‒ Can be schedule to air quickly
‒ Effective when run in morning
‒ Can be extremely creative
‒ Can tap into the listener’s imagination
Campaign (7 of 7)
• Legal and social issues
– Advertisers must not make false claims
– Must not use false demonstrations
– Must not create ads with the capacity to deceive
– Must avoid bait-and-switch advertising
Choosing Media (1 of 7)
• Reach, frequency, and impact
Figure 20.2 Relationship among Trial, Awareness, and the Exposure Function
• Total number of exposures (E)
– Gross Rating Points (GRP):
E=R×F
• Weighted number of
exposures (WE)
– WE = R × F × I
• Choosing among major media types
Table 20.1 Profiles of Major Media Types

Medium Advantages Limitations
Newspapers Flexibility; timeliness; good local market Short life; poor reproduction quality; small “pass-along”
coverage; broad acceptance; high believability audience
Television Combines sight, sound, and motion; appealing High absolute cost; high clutter; fleeting exposure; less
to the senses; high attention; high reach audience selectivity
Direct mail Audience selectivity; flexibility; no ad Relatively high cost; “junk mail” image
competition within the same medium;
personalization
Radio Mass use; high geographic and demographic Audio presentation only; lower attention than
selectivity; low cost television; nonstandardized rate structures; fleeting
exposure
• Place advertising options
– Billboards
– Public spaces
– Product placement
– Point of Purchase
• Evaluating alternate media
– Need to demonstrate reach/effectiveness
• Selecting specific media vehicles
– Media planner must choose most cost-effective
vehicles and must estimate audience size,
composition, media cost, and cost per thousand
persons reached
• Selecting media timing and allocation
Figure 20.3 Classification of Advertising Timing Patterns
• Selecting media timing and allocation
– Continuity
– Concentrated
– Flighting
– Pulsing
Evaluating Advertising Effectiveness
• Communication-effect research
– In-home tests, trailer tests, theater
tests, on-air tests
• Sales-effect research
– Historical approach
– Experimental data
Figure 20.4 Formula for Measuring Different

Stages in the Sales Impact of Advertising
Advertising Pretest Research
Techniques
Table 20.2 Advertising Pretest Research Techniques
For Print Ads
Starch and Gallup & Robinson Inc. are two widely used print pretesting services. Test ads are
placed in magazines, which are then circulated to consumers. These consumers are contacted
later and interviewed. Recall and recognition tests are used to determine advertising effectiveness.
For Broadcast Ads

In-home tests: A video is taken or downloaded into the homes of target consumers, who then
view the commercials.
Trailer tests: In a trailer in a shopping center, shoppers are shown the products and given an
opportunity to select a series of brands. They then view commercials and are given coupons to be
used in the shopping center. Redemption rates indicate commercials’ influence on purchase
behavior.
Theater tests: Consumers are invited to a theater to view a potential new television series along
with some commercials. Before the show begins, consumers indicate preferred brands in different
categories; after the viewing, consumers again choose preferred brands. Preference changes
measure the commercials’ persuasive power.
On-air tests: Respondents are recruited to watch a program on a regular TV channel during the
test commercial or are selected based on their having viewed the program. They are asked
questions about commercial recall.
Sales Promotion (1 of 7)
• A collection of incentive tools, mostly short term,
designed to stimulate quicker or greater purchase
of particular products or services by consumers or
the trade
• Establishing objectives
– For consumers, retailers, and the sale force
• Selecting consumer promotion tools
Table 20.3 Major Consumer Promotion Tools
Samples: Offer of a free amount of a product or service delivered door to door, sent in the mail, picked up in a store,
attached to another product, or featured in an advertising offer.
Coupons: Certificates entitling the bearer to a stated saving on the purchase of a specific product: mailed, enclosed in
other products or attached to them, inserted in magazine and newspaper ads, or emailed or made available online.
Cash Refund Offers (rebates): Provide a price reduction after purchase rather than at the retail shop: Consumer
sends a specified “proof of purchase” to the manufacturer who “refunds” part of the purchase price by mail.
Price Packs (cents-off deals): Offers to consumers of savings off the regular price of a product, flagged on the label or
package. A reduced-price pack is a single package sold at a reduced price (such as two for the price of one). A
banded pack is two related products banded together (such as a toothbrush and toothpaste).
Premiums (gifts): Merchandise offered at a relatively low cost or free as an incentive to purchase a particular product.
A with-pack premium accompanies the product inside or on the package. A free in-the-mail premium is mailed to
consumers who send in a proof of purchase, such as a box top or UPC code. A self-liquidating premium is sold below
its normal retail price to consumers who request it.
• Selecting trade promotion tools
– Forward buying and diverting retailers
Table 20.4 Major Trade Promotion Tools
Price-Off (off-invoice or off-list): A straight discount off the list price
on each case purchased during a stated time period.
Allowance: An amount offered in return for the retailer’s agreeing to
feature the manufacturer’s products in some way. An advertising
allowance compensates retailers for advertising the manufacturer’s
product. A display allowance compensates them for carrying a special
product display.
Free Goods: Offers of extra cases of merchandise to intermediaries
who buy a certain quantity or who feature a certain flavor or size.
• Selecting business and sales force promotion tools
Table 20.5 Major Business and Sales Force Promotion Tools
Trade Shows and Conventions: Industry associations organize annual trade shows and conventions.
These are a multibillion-dollar business, and business marketers may spend as much as 35 percent of
their annual promotion budget on them. Attendance can top 70,000 for large shows held by the
restaurant or hotel-motel industries. The International Consumer Electronics Show is one of the largest
in the world, with more than 150,000 attendees in 2013. Participating vendors can generate new sales
leads, maintain customer contacts, introduce new products, meet new customers, sell more to present
customers, and educate customers with publications, videos, and other audiovisual materials.
Sales Contests: A sales contest aims at inducing the sales force or dealers to increase sales results
over a stated period, with prizes (money, trips, gifts, or points) going to those who succeed.
Specialty Advertising: Specialty advertising consists of useful, low-cost items bearing the company’s
name and address, and sometimes an advertising message, that salespeople give to prospects and
customers. Common items are ballpoint pens, calendars, key chains, flashlights, tote bags, and memo
pads.
• Developing the program
– Incentive size
– Conditions
– Total sales promotion budget
– Duration
– Timing
– Distribution vehicle
• Implementing and evaluating the program
‒ Lead time
‒ Sell-in time
‒ Sales/scanner data
‒ Consumer surveys
‒ Experiments
Events and Experiences (1 of 3)
• Events objectives
‒ To identify with a target market or lifestyle
‒ To increase salience of company/product name
‒ To create/reinforce key brand image associations
‒ To enhance corporate image
‒ To create experiences and evoke feelings
‒ To express commitment to the community or on social
issues
‒ To entertain key clients or reward employees
‒ To permit merchandising/promotional opportunities
• Major sponsorship decisions
– Choosing events
– Designing sponsorship programs
– Measuring sponsorship activities
Measuring Sponsorship Programs
• Measure outcomes, not • Measure results of
outputs emotional connections
• Define/benchmark • Identify group norms
objectives on front end
• Include cost savings in
• Measure return for each ROI calculations
objective
• Slice the data
• Measure behavior
• Capture normative data
• Apply assumptions/ratios
used by other departments
• Creating experiences
– Experiential marketing
Public Relations (1 of 4)
• PR department functions
– Press relations
– Product publicity
– Corporate communications
– Lobbying
– Counseling
• Marketing public relations (MPR) tasks
– Launching new products
– Repositioning mature products
– Building corporate image
– Building interest in product
– Defending problem products
– Influencing target groups
• Major decisions in marketing PR
– Establishing objectives
– Choosing messages and
vehicles
– Implementing the plan
– Evaluating results
Table 20.6 Major Tools in Marketing PR
Publications: Companies rely extensively on published materials to reach and influence their target markets. These
include annual reports, brochures, articles, company newsletters and magazines, and audiovisual materials.
Events: Companies can draw attention to new products or other company activities by arranging and publicizing
special events such as news conferences, seminars, outings, trade shows, exhibits, contests and competitions, and
anniversaries that will reach the target publics.
Sponsorships: Companies can promote their brands and corporate name by sponsoring and publicizing sports and
cultural events and highly regarded causes.
News: One of the major tasks of PR professionals is to find or create favorable news about the company, its products,
and its people and to get the media to accept press releases and attend press conferences.
Speeches: Increasingly, company executives must field questions from the media or give talks at trade associations
or sales meetings, and these appearances can build the company’s image.
Public Service Activities: Companies can build goodwill by contributing money and time to good causes.
Identity Media: Companies need a visual identity that the public immediately recognizes. The visual identity is carried
by company logos, stationery, brochures, signs, business forms, business cards, buildings, uniforms, and dress codes.
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Table 20.1 Profiles of Major Media Types

Figure 20.4 Formula for Measuring Different

For Broadcast Ads

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