Tag Archives: Marketing 5000

SWOT Analysis of #12daysoftomsbeard

A SWOT Analysis is a Strength, Weakness, Opportunity, and Threat Analysis. Here I am using an outline partly based on an unpublished paper I wrote for Marketing 5000 class last spring to create a SWOT analysis for the #12daysoftomsbeard project. My unpublished paper, titled “(Name of Fantasy Company) Marketing Plan” was based on an assignment and outline given to us by Webster University professor Dr. John Jinkner.

I’m going to publish a small portion at a time, because it will take some time to write. I hope you enjoy it!

12daysoftomsbeard
selections from #12daysoftomsbeard 2020/21 season

I. Executive Summary

#12daysoftomsbeard is a conceptual art project engaged in by Carolyn (Me) and Tom Winkelmann as part of our annual Christmas tradition. This is a young tradition for us, having been recently practiced for only the second year in a row.

The activity was inspired by several things. I have a long history of engaging in conceptual art through Mail Art, the ‘zine scene, and various art experiments involving photography, handmade books, ephemeral art installations, Pop Art, Dadaism, and more. There are two definitions of conceptual art in an interesting article I found, “If You Don’t Understand Conceptual Art, It’s Not Your Fault”. One definition, the one I gave to my husband off the top of my head while I explained why I wanted to take pictures of him with things in his beard, is that conceptual art is a form of art where the idea is the art and the tangible object created is not considered important. The other definition in the article is that conceptual art is a set of plans or strategies (Kaplan).

Tom has been letting his beard grow more often and is frequently teased about his beard by his family. Last year I decided it would be fun to turn the teasing into humor and art so I showed up at Christmas Day celebrations with colorful paper circles and squares with a few collage elements on them and writing implements for family members to color and draw on to put in Tom’s beard to take pictures of. The idea for hanging paper or art items from a beard is not original with me, there are people who use their beards as mini art galleries and vehicles for Christmas decorations.

I invited family members, many who I know like to paint and color, to use pens and markers to add to the paper pieces, which I then clipped to Tom’s beard with mini clothespins. Then I took photos for Instagram and posted one each day for 12 days, with the hashtag #12daysoftomsbeard. The idea for hanging paper or art items from a beard is not original with me, there are people who use their beards as mini art galleries and vehicles for Christmas decorations.

Examples of beard art at #12daysofbeardmas and Italian artist Fulgor Silvi's beard gallery.
Examples of beard art at #12daysofbeardmas by Doug Torpey  and Coleton Williams, and on the right Italian artist Fulgor Silvi’s beard gallery.

Since I like to art journal as a creative development and self-care activity, when I was done taking pictures of the paper pieces in Tom’s beard, I mounted them on art journal pages, some of which I planned to exhibit in the then upcoming art show, Back To Our Roots which opened in February 2020 at the historic Arcade building in downtown St. Louis.

Beard art and art journal samples
On the left is one of the #12daysoftomsbeard pictures from the 2019/2020 holiday season. In the middle is shown a tray of the paper pieces I was using last year, and a couple of the art journal pages that made use of paper beard pieces after the photos were taken. The green page at the center right was used in the Webster University art and literary magazine. The right photo shows my installation of collages on the wall at the Back To Our Roots art show opening night, and the shelf below holds three art journals that visitors were allowed to page through. The little green pieces of paper you see on the shelf were for visitors to take if they wanted to. The paper pieces featured a QR code that people could scan and view with their smartphones in case they wanted to read more about the journals in an artist statement I wrote. The artist statement grew a lot bigger than I was expecting and I’m actually still adding content from time to time, trying to finish it.

II. Environmental Analysis

There were several parts to the #12daysoftomsbeard project as executed in the 2020-21 holiday season. Since I was anticipating only distance Christmas activities due to the pandemic, I decided to send out tags and invite people to alter them and send them back to take picture of in Tom’s beard.

Greeting cards with materials inviting participation in #12daysoftomsbeard
Greeting card with materials inviting participation in #12daysoftomsbeard

1. I made a black and white version of collages that Tom and I made together to use in our Christmas cards, then had copies printed out on white cardstock. I traced shapes from Christmas cookie cutters onto the back of the cardstock and cut out shaped tags. I made stickers for the backs of the tags that explained the project and featured a QR code so that people could easily check the results of the #12daysoftomsbeard Instagram feed with smartphones if they wanted to.

2. I put tags in most of the Christmas cards we sent out. I also included in many of cards some scrap paper pieces and examples of faux postage that Tom and I made to use in Christmas artwork, for people who might want to join in but don’t have a ready supply of art materials around. Some of the paper scraps were examples of Christmas faux postage that I’ve made on my own and with my husband so if people didn’t end up using them in the project they might want them for some other craft or just something to look at as part of a Christmas greeting.  For a few of the people that we hand-delivered cards and gifts to, we punched a hole at the top of a tag, attached a loop of cord for hanging, and put one on their doorknob.

Social media header promoting #12daysoftomsbeard
Social media header promoting #12daysoftomsbeard

3. I made a graphic to use as a social media header that included the QR code and images from last year’s beard series to raise anticipation and awareness. I also wanted to cheer people up with some bright colors since I knew a lot of people who were feeling sadness over separation from loved ones and the loss of loved ones during the holidays. I know from personal experience that the holidays and winter are often difficult for many people even in more typical years depending on their current situation in life.

4. To help people get started sooner if they were eager, since we weren’t as early as I would have liked getting our cards mailed, I made graphic that people could download and print out that had tag templates on it, instructions and the QR code.

#12daysoftomsbeard
#12daysoftomsbeard

I posted the template graphic in social media for download, and mailed and emailed a few copies to people I thought might be particularly interested.

Colorful paper pieces made for #12daysoftomsbeard.
Colorful paper pieces made for #12daysoftomsbeard.

5. In keeping with the theme of bright rainbow colors I had started, I prepared 12 little collages made from colorful upcycled hardware store paint sample cards so that I would have something to put in Tom’s beard if no one sent me any art pieces to use. On some days I made extra items to fit the color theme of the day and also incorporated found objects if I was inspired. For example, those two guys in the right picture above were cut out from a piece of junk mail. Some of the paper pieces there were parts from older Christmas card designs.

Purple day - I rummaged through a box of stuff I had for making crazy ornaments, and got some purple floral pieces and some plastic jewels. My Dad made the tag on the right and I made the paint sample collage. Tom and I made the stars for the glasses together. Yes we both like Bootsy Collins! Here you can see how much fun and color the filters add to the photos.
Purple day – I rummaged through a box of stuff I had for making crazy ornaments, and got some purple floral pieces and some plastic jewels. My Dad made the tag on the right and I made the paint sample collage. Tom and I made the stars for the glasses together. Yes we both like Bootsy Collins! Here you can see how much fun and color the filters add to the photos.

6. When taking the pictures, I had a lot of fun experimenting with different eyeglasses on Tom and taping things to the lenses of my clear protective goggles to make crazy compositions. I installed some new photo filters on my smartphone to make the pictures even more fun and colorful before I posted them to Instagram.

Here are a few of the sequential header graphics I made to show each day being filled in. I had to make two "pink" days to compensate for an issue that came up that I'll write about later in this paper.
Here are a few of the sequential header graphics I made to show each day being filled in. I had to make two “pink” days to compensate for an issue that came up that I’ll write about later in this paper, that’s why the last graphic is wider.

7. Tom and I were feeling lonely over the holidays and thought that since we were staying home, it might be fun to have a New Year’s Eve themed #virtualartparty, an ongoing series of online meetings I started when the pandemic began, with the purpose of cheering people up who were missing out on their usual social activities.

Griffin still doesn't look too happy in this picture. It was taken a few days after she was sick to show my Dad she was doing a lot better. She looks a lot happier now!
Griffin still doesn’t look too happy in this picture, it was taken a few days after she was sick to show my Dad she was doing a lot better. We were so sure she was going to go on Dec. 31 that we invited Tom’s former roommate over to say goodbye. We were grateful at the time of this picture that she was holding her head up. These days she is acting pretty normal and doing a lot more than that.

We ended up cancelling the New Year’s Eve edition of #virtualartpary because our cat Griffin was terribly ill that day and we were sure we were going to lose her. Griffin has been with my husband for 21 years and Tom needed my support and attention so he could be with Griffin, and I thought we were going to be dealing with grief on New Year’s Eve and not in the mood for a party. But to our grateful surprise, Griffin recovered and is doing very well now. At her age we know she won’t be around that much longer, but we aren’t eager to lose her any earlier than we have to.

I had been planning to talk about #12daysoftomsbeard on December 31 as part of the #virtualartparty, the timing made sense since I was taking a daily photo from December 25 through January 6. I made some sequential social media header graphics with colorful beard pictures and the hash tag #virtualartparty to help build interest. I didn’t have time to make a header graphic for each of the 12 days, but maybe next year I should.

A. The Marketing Environment
Even though #12daysoftomsbeard is not a commercial activity, we do need to market the project in order to persuade people to participate.

1. Competitive forces. Other sources of entertainment, amusement or hobby activities are the main competition for the attention and time that potential participants might allow for just understanding what our #12daysoftomsbeard project is, much less time to participate. With the amount of time that people spend in front of a screen or with a smart device in their hand, it is difficult to get anyone’s attention away from anything that isn’t corporate in origin. As Dr. Jim Taylor lamented in an article for Psychology Today, the nations of the former Soviet Union, Italy, Spain, Germany and nations conquered by the NAZIs, Cuba and North Korea have experienced decades of suffering because aspects of their authentic culture were abusively removed and replaced with a synthesized totalitarian culture (Taylor, “Popular Culture: We…”). I would add China and the United States to that list also. Dr. Taylor’s article reminds us why there are so many organizations throughout the world dedicated to cultural heritage and cultural preservation. I quote Dr. Taylor in this excerpt:

“As individuals, a genuine popular culture instills a sense of ownership and empowerment in our society because each of us knows that we contribute to that culture. We are more likely to act in our society’s best interests because we know that those best interests are also our own. An authentic popular culture also gives us a sense of shared identity, meaning, and purpose that transcends differences in geography, race, ethnicity, religion, or politics. All of these then encourage us to lead a life in accordance with our culture’s values and norms because they are our own (Taylor, ‘Popular Culture: We…’)”

In other words, if we throw away our authentic culture for synthesized corporate culture we should not have to wonder why so many of our citizens have been programmed to serve the interests of large corporations so thoroughly that they are literally waging war on their behalf with people that they formerly were able to co-exist with. Many people trust screens far more than they trust friends, neighbors and even family members that they have known for decades. The manner in which many people experience the world is corporate-based with life beyond a screen regarded as if it is fiction. They allow corporations to tell them what the world outside is like instead of going out and finding out for themselves. People are told that their own judgement is not to be trusted and they need corporate “fact-checkers” to tell them what is ok to read or hear about. I overheard art teachers as far back as the 1980s trying to urge some of my fellow art students to use their own authentic experiences and senses of self to create art instead of just drawing corporate cartoon characters and corporate based entertainment characters and content. I know so many people, who if you removed corporate consumer culture from the topics they could talk or think about, there would be almost nothing there. Teaching art or trying to market an art activity without corporate branding attached to it is inherently very difficult. We know that children can’t distinguish advertising from entertainment, that is widely acknowledged, but I don’t know many people who admit that a lot of adults can’t either. Most people I know aren’t aware that when they are entertained they are actually being marketed to and they are not the customer for the entertainment – the advertisers are the actual customer.

The #12daysoftomsbeard project is not completely devoid of corporate content because it includes found objects and some clothing with logos. However, by basing it on the universal human experience of personal grooming and running it from December 25 to the Feast of the Epiphany (the day we Catholics observe it, my understanding is it varies depending on tradition), I intended to bring attention to authentic human and authentic Christian culture and away from the corporate way of celebrating Christmas for just a little while, just to give Tom and I and others a break and a reason to look at each other while really seeing and interacting each other. What would my slightly weird Christmas cards look like next to other cards designed by corporations? What do people think when they see the resulting pictures? What did they think about while making an art piece to send back?

Works Cited

Kaplan, Isaac. “f You Don’t Understand Conceptual Art, It’s Not Your Fault.” Artsy, 2016, www.artsy.net/article/artsy-editorial-if-you-don-t-understand-conceptual-art-it-s-not-your-fault. Accessed 22 January 2021.

Mitchell, Grant. “Strength, Weakness, Opportunity, and Threat (SWOT) Analysis.” Dotdash, 2020, https://www.investopedia.com/terms/s/swot.asp. Accessed 15 January 2020.

Taylor, Dr. Jim. “Popular Culture: Too Much Time On Our Hands.” Psychology Today, 2009, www.psychologytoday.com/us/blog/the-power-prime/200909/popular-culture-too-much-time-our-hands. Accessed 15 December 2020.

—. “Popular Culture: We Are What We Consume.” Psychology Today, 2009, www.psychologytoday.com/us/blog/the-power-prime/200912/popular-culture-we-are-what-we-consume. Accessed 15 December 2020.

Article Review #2: – Trends in Non-store Retailing

This is a homework assignment for my Marketing 5000 class at Webster University. It has not been graded yet.

Carolyn Hasenfratz Winkelmann
Dr. John Jinkner
MRKT-5000: Marketing
20 April 2020

Name of the Article: “Catalogs Remain a Staple in Retailers’ Toolboxes”
Source: Multichannel Merchant
URL: https://multichannelmerchant.com/blog/catalogs-remain-staple-retailers-toolboxes/

Article Summary

Author Lisa Henthorn in the article “Catalogs Remain a Staple in Retailers’ Toolboxes” first addressed the decline of printed catalog use by many retailers in the late 2010s during a recession that coincided with the rise of social media and the continued adoption of ecommerce (Henthorn). Some retailers who took the opportunity to cut costs also lost a lot of revenue. Land’s End, for example lost $100 million in revenue the year after ceasing printed catalog production (Henthorn). Other retailers returned to using printed catalogs after noticing that catalogs were still popular with many customers and influenced purchases in stores as well as directly from the catalogs (Henthorn).

It has been noted that the majority of millennials, consumers in the 21-35 year-old age group, have used catalogs to make purchases influenced by a catalog (Henthorn). Neil O’Keefe, senior VP of marketing and content for the Data & Marketing Association (DMA) believes that millennials enjoy catalogs because they have viewed less printed marketing material than past generations and the imagery in catalogs attracts them (Henthorn).

Catalogs continue to be part of the omnichannel marketing mix employed by many retailers today (Henthorn). The purpose of omnichannel marketing is to give customers a seamless and consistent shopping experience as they interact with the brand via the channels of their own choosing (Sopadjieva). A study published in Harvard Business Review showed that the majority of the customers surveyed in a 2015-2016 study were multi-channel customers and shoppers that used only a single channel were markedly in the minority (Sopadjieva). Multi-channel users were also found to spend more on average both online and in stores, as well as being more frequent and loytal customers (Sopadjieva).

Henthorn makes the case in her article for not only continuing to use catalogs along with other channels, but also leveraging technology and data from all channels to make the catalog shopping experience more personal for the shopper and relevant to seasonal campaigns (Henthorn).

How this Article Relates to our Course

Printed catalogs can be either a stand-alone shopping channel or part of a multi-channel or omnichannel mix (Pride and Ferrell, 473). I chose to write about the state of catalog marketing in the present day because I currently work part-time for a company that includes printed catalogs in the marketing mix and wanted information on how to use the printed catalogs more effectively.

L.L. Bean is a company that is featured as a case study in our textbook (Pride and Ferrell, 487-488). L.L. Bean began as a mail order company and now continues to use catalogs along with retail stores and online retailing. Unlike the previously mentioned Land’s End which reduced the use of printed catalogs and lost considerable revenue, L.L. Bean has thrived by retaining catalogs as part of its marketing mix while using technology to send a number of specialized catalogs to targeted customers (Ruiz) as suggested by author Henthorn. Henthorn mentioned catalogs being popular with millennials because they are more of a novelty to that generation, and author Ruiz picked up on a similar observation by quoting a customer named Melissa Berggren who felt that the trend away from catalogs during the recession years made catalogs seem fresh and interesting again. Ms. Berggren also appreciated the upgraded concepts and production values of some of today’s catalogs which she likes to use for decorating inspiration rather than just product listings (Ruiz). Rohit Deshpande, a professor of marketing at Harvard Business School, notes that brands need to really work hard to gain attention from customers (Ruiz). When customers enjoy interacting with a brand in any channel, that company has a competitive advantage (Garnier and Poncin, 363).

IKEA is another brand that is using multiple channels to reach customers according to their preferences. Brick-and-mortar retailing dominates, but the catalog, apps, social media and e-commerce channels are still very important (Pride and Ferrell, 489-491). IKEA also put extra effort into making their stores into destinations with cafes and displays that are compelling and tailored to the clientele in the vicinity (Pride and Ferrell, 490). Researchers Garnier and Poncin studied the use of catalogs by IKEA because they are a company that still has a popular printed catalog even though they offer several other channels (Garnier and Poncin, 362). The researchers’ goal was to study the effectiveness of online catalogs as compared to e-commerce web sites and printed catalogs (Garnier and Poncin, 361). Although their findings suggested that online catalogs might not be a necessary investment if a company already has an e-commerce web site (Garnier and Poncin, 366), there are concepts in their paper that can apply to any marketing channel. Customers seek both utilitarian and hedonic value when they shop (Garnier and Poncin, 364). Hedonic value is the “search for pleasure, fun, and experiential stimulation” (Garnier and Poncin, 363). In the brick-and-mortar realm, L.L. Bean is giving customers a more compelling experience in its flagship store by including a cafe and demonstrations, making this location a tourist destination as well as a channel for engaging with the brand (Pride and Ferrell, 488). Like IKEA, L.L. Bean successfully added to the hedonic value of customer store visits. Catalogs that only repeat product listings that are on the company’s web site risk creating a negative impression on customers by wasting paper and the customer’s time (Ruiz). Printed catalogs that contain content that adds to the hedonic value, such as stories, are being used by many brands that know their customers like to be inspired by catalogs (Ruiz).

Marketers that do still use catalogs should take into account what their customers like or dislike about catalogs today to use them effectively. For example Patagonia prints its catalogs on recycled paper to reduce the environmental concern that customers may have about paper catalogs (Ruiz). Land’s End surveyed its customers and found out that 75% of online purchasers had used the catalog to review products, a finding that caused the company to reconsider the role of catalogs in its marketing mix (Ruiz). As we’ve been learning, all marketing should be centered on the customer (Pride and Ferrell, 5). The marketing environment is always changing (Pride and Ferrell, 12-13) and the same forces that influence the marketing environment in general also can cause older channels to be used by customers in new ways.

Works Cited

Garnier, Marion and Ingrid Poncin. “Do enriched digital catalogues offer compelling experiences, beyond websites? A comparative analysis through the IKEA case.” Journal of Retailing and Consumer Services, vol. 47, March 2019, pp. 361-369. doi.org/10.1016/j.jretconser.2018.12.011. Accessed 19 April 2020.

Henthorn, Lisa. “Catalogs Remain a Staple in Retailers’ Toolboxes.” Access Intelligence, LLC, 2019, https://multichannelmerchant.com/blog/catalogs-remain-staple-retailers-toolboxes/. Accessed 18 April 2020.

Pride, William M. and O.C. Ferrell. Marketing. 2018 Edition. CENGAGE Learning, 2016, 2018.

Ruiz, Rebecca R. “Catalogs, After Years of Decline, Are Revamped for Changing Times.” The New York Times Company, 2015, www.nytimes.com/2015/01/26/business/media/catalogs-after-years-of-decline-are-revamped-for-changing-times.html. Accessed 20 April 2020.

Sopadjieva, Emma et al. “A Study of 46,000 Shoppers Shows That Omnichannel Retailing Works”. Harvard Business School Publishing, 2017, https://hbr.org/2017/01/a-study-of-46000-shoppers-shows-that-omnichannel-retailing-works. Accessed 20 April 2020.

Links to some of the resources I cited above and for some that I did not use are on a Pinterest board here:
Marketing 5000

Article Review: Marketing “Green” Products and Being a Good Corporate Citizen

This is a homework assignment for my Marketing 5000 class at Webster University. It has not been graded yet.

Carolyn Hasenfratz Winkelmann

Dr. John Jinkner

MRKT-5000: Marketing

6 April 2020

Article Review #1: – E-Marketing, Digital Media and Social Networking

Name of the Article:  “How Social Media Communications Combine with Customer Loyalty Management to Boost Green Retail Sales”

Source:  Journal of Interactive Marketing

URL:  http://dx.doi.org.library3.webster.edu/10.1016/j.intmar.2018.12.005

Article Summary

Authors Lu and Miller examined how loyalty rewards programs (LRP) combined with customer relationship management (CRM) and social media campaigns could increase sales of “green” products in a retail setting.  Concentrating on grocers who sell foods that are marketed as organic, healthy and sustainable, the article explains that while the demand for “green” foods is growing, there are barriers to the acceptance of these products among some consumers (Lu and Miller, 87-88).  Some potential customers hold the perception that environmentally sustainable foods are too expensive, aren’t adequate substitutes for conventional products and are not worth the extra cost.  With additional knowledge about the value of such products, some consumers can be persuaded to give them a chance and be converted to motivated buyers (Lu and Miller, 88).

Because Facebook was the most dominant social media platform in the world at the time of the study, the authors used it to examine the relationship between Facebook content and sales among “green” grocery retailers in a large city in Australia.  Facebook is a platform that marketers can use to practice social customer relationship management (SCRM), an updated form of customer relationship management (CRM) that adds social media into the marketing mix (Lu and Miller, 89).  Intuition and previous studies showed the authors that effective content on Facebook should increase sales.  Their study focused on participants in loyalty rewards programs which are proven to increase profitability if used effectively (Lu and Miller, 90).

Social media gives consumers more control over marketing because they can create and share content rather than just consuming content that is pushed to them by the brand (Lu and Miller, 89).  Both brand-generated and consumer-generated content can increase the level of interest and engagement with a brand, which has a positive influence on actual shopping activity (Lu and Miller, 89, 91).  “Green” products do often require more knowledge on the part of the consumer to realize the value and to stimulate a purchase (Lu and Miller, 91).  Many “green” consumers organize themselves into social media-based communities that share common values and exchange information (Lu and Miller, 91).  Consumers need to be motivated to effectively consume information presented by a brand (Lu and Miller, 92).  It makes sense to leverage the power of social media along with the heightened brand engagement exhibited by long-term loyalty reward program participants (Lu and Miller, 92) to increase the acceptance of environmentally responsible products.  Lu and Miller found that thoughtful SCRM strategies did increase the sales of “green” products to long-term LRP members (Lu and Miller, 97) and that these loyal customers responded more to messages about the health benefits of sustainable products than they did about the environmental benefits or the price (Lu and Miller, 98).

How this Article Relates to our Course

In Chapter 1 of our textbook, “Marketing”, we are reminded that environmental factors that influence marketing can change quickly (Pride and Ferrell, 13).  As we are now suddenly dealing with a global health issue that has severe effects on many aspects of life, one way consumer needs have changed rapidly is that we need supplies to protect ourselves from infection.  Health, physical and mental, is at the top of nearly everyone’s concerns right now.  I work in a store that has a loyalty rewards program, engages in social media marketing, and sells some environmentally conscious products, considerations which made the article I reviewed of particular interest.  We also sell supplies, some in stock intermittently, that customers want and need to cope with the pandemic.  I’m observing and participating in real time how to change course rapidly as we respond to consumer demand as well as reading about it in our textbook.

Perhaps some might assume that such an event in history is a time for mere coping, not marketing.  Marketing concept is a philosophy that an organization adopts when it takes into account not only the needs of customers but the welfare of all the stakeholders that it has an effect upon (Pride and Ferrell, 13-14).  Customers of the store are stakeholders, as well as are owners, employees, vendors, service providers, delivery people, the families of all those groups and the community as a whole. Profiting by satisfying customer demand at the expense of other stakeholders was already frowned upon by many as a business practice before the current challenges we are facing (Pride and Ferrell, 14).  Brand managers would be wise to be wary of being perceived as exploiting a crisis.  For example, businesses that inflate the prices of crucial items or make false claims about the usefulness of products have been reported by name in an article published by the St. Louis Post Dispatch (Stewart).

The article I reviewed is enlightening when considering how marketing concept applies to serving the community in the present time.  Since long-term loyalty rewards program customers are the most profitable customer category for a retailer (Lu and Miller, 92), it is less than rational to reap short-term gains at the risk of offending long-term loyal customers with behavior that is not community-minded.  I hypothesize that a brand that already takes into account all stakeholders and has effectively imbued its organization with the philosophy behind its marketing concept is at low risk for carelessly implementing an action that will backfire because the first instincts of individuals within the organization will be to serve rather than exploit.  Now is not a time to cease marketing but to use actions as marketing while serving all stakeholders with a view to their long-term health and welfare, fiscal and otherwise.

Works Cited

Lu, Qiang Steven, and Rohan Miller. “How Social Media Communications Combine with Customer Loyalty Management to Boost Green Retail Sales.” Journal of Interactive Marketing, vol. 46, May 2019, pp. 87–100. EBSCOhost, doi:10.1016/j.intmar.2018.12.005. Accessed 06 April 2020.

Pride, William M. and O.C. Ferrell. Marketing. 2018 Edition. CENGAGE Learning, 2016, 2018.

Stewart, Tynan. “Overpriced toilet paper, $12 masks: Missourians complain about coronavirus price-gouging.” Stltoday.com, 2020, www.stltoday.com/news/local/govt-and-politics/overpriced-toilet-paper-12-masks-missourians-complain-about-coronavirus-price-gouging/article_4bedcd86-c828-5be2-9f03-c3e010ef820c.html. Accessed 6 April 2020.

My Opinion of What Marketing is About

I found out at the last minute that I had homework for my first Marketing 5000 class which starts in a few minutes. I wasn’t sure how to turn it in (the class is online) so I’ll make it a blog post. Enjoy!

When I was working on an undergraduate degree, I was a participant in Student Government. I wanted to get better at what I was trying to accomplish so I bought and read the book “How to Win Friends and Influence People” by Dale Carnegie. A friend of mine was over at my house visiting and saw the book on my desk. He exclaimed, in a horrified tone, “You shouldn’t read that! It tells you how to manipulate people!” My answer was, paraphrasing, “I don’t think manipulation is the right word. I remember reading in the book you should give compliments to the person you are attempting to influence, but they should be sincere compliments – you should look for something you genuinely admire about the person or the strategy won’t work. Also it says that business deals should benefit both parties.”

I’m aware that some businesses take a “churn and burn” attitude toward their customers. For example there is a retail store I’ve worked for briefly that does not care if the service in the store is horrible because they can always get in new customers by aggressive coupon marketing. At least that appears to be the attitude held by those in charge – I don’t have a statement saying so from them, I’m surmising it by the way the company is run. Their treatment of employees is similar: the equipment, such as lockers and cash registers is always breaking down, the toilets frequently back up and the bathroom stinks almost perpetually. Some of the managers are verbally abusive and don’t give bathroom breaks or answer new employee’s questions about how to do things without an accompanying put-down. As a result of things like that the turnover rate of employees is high which in turn creates even worse service for the customers. I’ve worked at other retail stores that have as part of their “basic beliefs” or “mission statements” goals like “respect for the individual” and “enhancing the quality of life in our community”. In both places the statements of beliefs and philosophy were distributed to all and posted in prominent locations. These businesses are seeking repeat business from customers and want to retain good employees while still trying to meet the challenges of staying profitable.

Dale Carnegie’s urging to make business deals that benefit all involved parties is an example of what is referred to as marketing concept in our textbook “Marketing” by authors William M. Pride and O.C. Ferrell. Marketing concept aims to meet the organization’s goals and the needs of customers through a management philosophy that involves not only the marketing department but all departments and activities of the organization (13-14). In light of this explanation of marketing concept, it’s not too surprising to me that the same company that is willing to treat employees poorly also does not mind treating customers poorly. My Mom and Dad passed on to me the teaching they got from their employer Boeing that other employees are to be considered as “internal customers”.

A business can sometimes legally choose to attempt to meet its customer’s needs while disregarding the long-term welfare of society. For example if a business moves manufacturing to another country to avoid environmental regulations or reduce labor costs, in the short term their profits will go up but society will suffer. We are seeing the effects right now in the coronavirus pandemic of having so many of our needed supplies come from far away. If a company can manufacture goods so cheaply that it’s cost effective to ship them thousands of miles, that might work until there is some kind of crisis that exposes the weaknesses of such practices.

In my opinion, here are some other examples that I’d like business leaders to think about:

  • Can our employees afford to buy the products? If they can afford them, they can use them and tell customers about them.
  • If the people in the target market don’t have jobs any more, can they afford to buy the products?
  • If we force our workers and the community to accept unhealthy conditions, will we always have a healthy and productive workforce to draw from?
  • If I try to take unfair advantage of the providers of goods and services, am I ok with that store or that vendor going out of business? For example, if you nickel and dime your webmaster to death until they have to get another job to stay solvent, will you care if you have to pay to get a whole new web site because you can’t find anyone reasonable to maintain the old one?

We could probably all go on and on with examples! If there is not enough public outrage or their government refuses to hold them accountable, businesses can get away with unsustainable practices for a long time.

In our textbook there is a case study about New Belgium Brewing on pages 26-27. NBB not only put thought into the quality of the product, they think of their employees, the community and the environment as stakeholders whose well-being is important. It’s part of their brand to care for all the stakeholders and they are still profitable and growing. A marketing concept is intended to benefit both profits and the full range of stakeholders.

I can’t afford to do all my shopping at Whole Foods, but I do shop there sometimes when I need something that other stores don’t have. Once I was trying to buy suet for making wild bird food cakes. The butcher at Whole Foods told me they did not sell suet. Since they do some of the meat cutting there in the store, I asked the butcher if I could buy a quantity of fat trimmings to experiment with. He told me I could have them for free and he’d save me some and to come back tomorrow. I did and got a nice big package of fat which helped feed a lot of birds. This employee did not know if I would buy anything from Whole Foods or not, but knew it was in keeping with their brand to provide that service. Whole Foods also donated a quantity of unused plastic containers to Litzinger Road Ecology Center where I am a volunteer. We used some of the containers as suet molds. With actions such as these, businesses can demonstrate their commitment to all stakeholders while reinforcing their brand.

Some consumers probably think of a brand as a name of a product or a logo, but a brand can also include things like sounds, colors, pictures, experiences, environments and actions. A marketing concept can help a business select actions that are good for profits and also for society.