{"id":70,"date":"2018-12-24T15:52:25","date_gmt":"2018-12-24T20:52:25","guid":{"rendered":"http:\/\/pressbooks.library.upei.ca\/smallbusinessmanagement\/chapter\/marketing-strategy\/"},"modified":"2020-01-06T09:58:39","modified_gmt":"2020-01-06T14:58:39","slug":"marketing-strategy","status":"publish","type":"chapter","link":"https:\/\/pressbooks.library.upei.ca\/smallbusinessmanagement\/chapter\/marketing-strategy\/","title":{"raw":"Chapter 17: Marketing Strategy","rendered":"Chapter 17: Marketing Strategy"},"content":{"raw":"<div>\r\n<div class=\"textbox learning-objectives\">\r\n<h3 itemprop=\"educationalUse\">Learning Objectives<\/h3>\r\n<ol>\r\n \t<li>Understand how marketing for small businesses differs from marketing for big businesses.<\/li>\r\n \t<li>Understand the most significant risk factor facing small businesses.<\/li>\r\n \t<li>Explain marketing strategy and why it is so important for small businesses.<\/li>\r\n<\/ol>\r\n<\/div>\r\n<\/div>\r\n<div id=\"book-content\">\r\n<div class=\"section\" id=\"cadden_1.0-ch07_s01\" xml:lang=\"en\">\r\n\r\nSmall-business marketing and big business marketing are not the same. The basic marketing principles that guide both are the same, but there are important differences with respect to scope, budget, risk factors, and areas of opportunity.[footnote]Lynne Saarte, \u201cSmall Business Marketing Is Different from Big Business Marketing,\u201d Articlecity, accessed December 1, 2011, www.articlecity.com\/articles\/marketing\/article_4959.shtml[\/footnote][footnote]Lyndon David, \u201cSmall Business Marketing Strategy: How Different Is It from Larger Businesses?,\u201d Slideshare, accessed December 1, 2011, www.slideshare.net\/lyndondavid\/small-business-marketing-strategy-how-different -is-it-from-larger-businesses.[\/footnote]\u00a0Small businesses cannot compete with the marketing budgets of big companies. As a result, small businesses do not have the luxury of large staffs and the staying power that comes with high profits. There is little room for error. Failed strategies can lead to ruin.\r\n<p id=\"cadden_1.0-ch07_s01_p02\" class=\"para editable block no-indent\">The scope of small business marketing does not extend across the same level of multiple products and services that characterize most big businesses. Combined with having few if any products in the pipeline, this significantly reduces the insulation that small businesses have against ups and downs in the marketplace or strategic failures. \u201cSmall business marketing strategies have to be more targeted, cost-effective and more elaborately planned [s]o as to minimize the losses in case the strategy fails.\u201d[footnote]Lyndon David, \u201cSmall Business Marketing Strategy: How Different Is It from Larger Businesses?,\u201d Slideshare, accessed December 1, 2011, www.slideshare.net\/lyndondavid\/small-business-marketing-strategy-how-different-is-it-from-larger -businesses[\/footnote]<\/p>\r\n<p id=\"cadden_1.0-ch07_s01_p03\" class=\"para editable block no-indent\">Competition is the most significant risk factor facing small businesses. Trying to eliminate an established brand takes a lot of work, but it is an overnight job to wipe out a small business. Competition is a huge threat for small businesses.[footnote]Lyndon David, \u201cSmall Business Marketing Strategy: How Different Is It from Larger Businesses?,\u201d Slideshare, accessed December 1, 2011, www.slideshare.net\/lyndondavid\/small-business-marketing-strategy-how-different-is-it-from-larger -businesses[\/footnote]\u00a0This means that small businesses should be very knowledgeable about their competition to deal effectively with them.<\/p>\r\n<p id=\"cadden_1.0-ch07_s01_p04\" class=\"para editable block no-indent\">Opportunity areas for small businesses are also very different from those of big businesses. The small business can take advantage of niche markets and local needs and wants. They are much better able to emphasize personal, one-to-one interactions and can market real time in ways that cannot be matched by big businesses. Smaller can actually end up being more powerful.[footnote]Ann Handley, \u201cAct Your Shoe Size, Not Your Age: 3 Ways to Market Smaller in 2011,\u201d MarketingProfs, January 3, 2011, accessed December 1, 2011, www.mpdailyfix.com\/3-ways-to-market-smaller-in-2011.[\/footnote]<\/p>\r\n<p id=\"cadden_1.0-ch07_s01_p05\" class=\"para editable block no-indent\">Given the special marketing vulnerabilities of small businesses, the importance of understanding the components of a [pb_glossary id=\"1508\"]<strong>marketing strategy<\/strong>[\/pb_glossary] \u2014all within the context of marketing objectives, should be clear. A marketing strategy involves selecting one or more target markets, deciding how to differentiate and position the product or the service, and creating and maintaining a marketing mix that will hopefully prove successful with the selected target market(s)\u2014all within the context of [pb_glossary id=\"1509\"]<strong>marketing objectives<\/strong>[\/pb_glossary]. Marketing objectives are what a company wants to accomplish with its marketing strategy: \u201cStrategy is not a wish list, set of goals, mission statement, or litany of objectives\u2026A marketing strategy is a clear explanation of how you\u2019re going to get there, not where or what there is. An effective marketing strategy is a concise explanation of your stated plan of execution to reach your objectives\u2026Marketing without strategy is the noise before failure.\u201d[footnote]John Jantsch, \u201cMarketing without Strategy Is the Noise before Failure,\u201d Duct Tape Marketing, November 29, 2010, accessed December 1, 2011, www.ducttapemarketing.com\/blog\/2010\/11\/29\/marketing-without-strategy-is-the -noise-before-failure[\/footnote]<\/p>\r\n\r\n<div class=\"textbox key-takeaways\">\r\n<h3 itemprop=\"educationalUse\">Key Takeaways<\/h3>\r\n<ul>\r\n \t<li>Small-business marketing and big business marketing are not the same.<\/li>\r\n \t<li>The most significant risk factor facing small businesses is competition.<\/li>\r\n \t<li>It is important for a small business to have a marketing strategy so that it is better positioned to choose among options.<\/li>\r\n \t<li>An effective marketing strategy is a concise explanation of a business\u2019s stated plan of execution to reach its objectives.<\/li>\r\n \t<li>Marketing without strategy is the noise before the failure.<\/li>\r\n<\/ul>\r\n<\/div>\r\n<div class=\"exercises editable block\" id=\"cadden_1.0-ch07_s01_n03\">\r\n<div class=\"textbox exercises\">\r\n<h3 itemprop=\"educationalUse\">Exercises<\/h3>\r\n<ol>\r\n \t<li>You just started a new job with a twenty-five-employee small business. By accident, you found out that the company does not have a clear marketing strategy. So far, the company has been lucky with its product sales, but you have a feeling that things will not continue at the same pace for much longer because a competitor has entered the marketplace. Assuming that you had the opportunity, how would you go about convincing the owner that the smart thing to do right now is to create a marketing strategy? Make the case to the owner.<\/li>\r\n<\/ol>\r\n<\/div>\r\n<\/div>\r\n<\/div>\r\n<div class=\"section\" id=\"cadden_1.0-ch07_s02\" xml:lang=\"en\">\r\n<h1 class=\"title editable block\">The Marketing Strategy Process<\/h1>\r\n<div class=\"learning_objectives editable block\" id=\"cadden_1.0-ch07_s02_n01\">\r\n<div class=\"textbox learning-objectives\">\r\n<h3 itemprop=\"educationalUse\">Learning Objectives<\/h3>\r\n<ol>\r\n \t<li>Describe the marketing strategy process.<\/li>\r\n \t<li>Explain why segmentation, target market, differentiation, positioning, and website decisions are so important for the small business.<\/li>\r\n \t<li>Describe the marketing strategy decision areas for each element of the marketing mix.<\/li>\r\n<\/ol>\r\n<\/div>\r\n<\/div>\r\n<p id=\"cadden_1.0-ch07_s02_p01\" class=\"para editable block\">The focus of this text is on the management of the small business that is up and running as opposed to a start-up operation. As a result, the considerations of marketing strategy are twofold:<\/p>\r\n\r\n<ol>\r\n \t<li class=\"para editable block\">to modify or tweak marketing efforts already in place and<\/li>\r\n \t<li class=\"para editable block\">to add products or services as the business evolves. In some instances, it may be appropriate and desirable for a small business to backfit its marketing activities into a complete marketing strategy framework.<\/li>\r\n<\/ol>\r\n<p id=\"cadden_1.0-ch07_s02_p02\" class=\"para editable block\">The marketing strategy process consists of several components (Figure 17.1 \"Marketing Strategy Process\"). Each component should be considered and designed carefully: company vision, company mission, marketing objectives, and the marketing strategy itself.<\/p>\r\n\r\n<div class=\"figure large medium-height editable block\" id=\"cadden_1.0-ch07_s02_f01\">\r\n\r\n[caption id=\"\" align=\"aligncenter\" width=\"422\"]<img src=\"http:\/\/pressbooks.library.upei.ca\/smallbusinessmanagement\/wp-content\/uploads\/sites\/23\/2018\/12\/67d4686f6ed8f3a972b3157bf8c277b5.jpg\" alt=\"image\" class=\"\" width=\"422\" height=\"572\" \/> Figure 17.1 Marketing Strategy Process[\/caption]\r\n\r\n<div class=\"copyright\">\r\n<p class=\"para\">Source: [footnote]Susan I. Reid, \u201cHow to Write a Great Business Vision Statement,\u201d <em class=\"emphasis\">Alkamae<\/em>, February 23, 2009, accessed December 2, 2011, <a class=\"link\" target=\"_blank\" href=\"http:\/\/alkamae.com\/content.php?id=285\" rel=\"noopener noreferrer\">http:\/\/alkamae.com\/content.php?id=285<\/a>[\/footnote][footnote]\u201cMarketing Plan: Marketing Objectives and Strategies,\u201d <em class=\"emphasis\">Small Business Notes<\/em>, accessed December 2, 2011, <a class=\"link\" target=\"_blank\" href=\"http:\/\/www.smallbusinessnotes.com\/starting-a-business\/marketing-plan-marketing-objectives-and-strategies.html\" rel=\"noopener noreferrer\">http:\/\/www.smallbusinessnotes.com\/starting-a-business\/marketing-plan-marketing-objectives-and-strategies.html<\/a>[\/footnote]<\/p>\r\n\r\n<\/div>\r\n<\/div>\r\n<div class=\"section\" id=\"cadden_1.0-ch07_s02_s01\">\r\n<h2 class=\"title editable block\">Vision and Mission<\/h2>\r\n<div class=\"epigraph block\" id=\"cadden_1.0-ch07_s02_s01_ep01\">\r\n<p id=\"cadden_1.0-ch07_s02_s01_p01\" class=\"para\">It is awfully important to know what is and what is not your business.[footnote]Jay Ebben, \u201cDeveloping Effective Vision and Mission Statements,\u201d Inc., February 1, 2005, accessed December 1, 2011, www.inc.com\/resources\/startup\/articles\/20050201\/missionstatement.html[\/footnote]<\/p>\r\n<p class=\"attribution\">-Gertrude Stein<\/p>\r\n\r\n<\/div>\r\n<p id=\"cadden_1.0-ch07_s02_s01_p02\" class=\"para editable block\">The [pb_glossary id=\"1512\"]<strong>vision statement<\/strong>[\/pb_glossary]\u00a0tries to articulate the long-term purpose and idealized notion of what a business hopes to become. (Where do we see the business going?) It should coincide with the founder\u2019s goals for the business, stating what the founder ultimately envisions the business to be.[footnote]Jay Ebben, \u201cDeveloping Effective Vision and Mission Statements,\u201d Inc., February 1, 2005, accessed December 1, 2011, www.inc.com\/resources\/startup\/articles\/20050201\/missionstatement.html[\/footnote] The [pb_glossary id=\"1513\"]<strong>mission statement<\/strong>[\/pb_glossary] looks to articulate the more fundamental nature of a business (i.e. why the business exists?). It should be developed from the customer\u2019s perspective, be consistent with the vision, and answer three questions: What do we do? How do we do it? And for whom do we do it?<\/p>\r\n<p id=\"cadden_1.0-ch07_s02_s01_p03\" class=\"para editable block no-indent\">Both the vision statement and the mission statement must be developed carefully because they \u201cprovide direction for a new or small firm, without which it is difficult to develop a cohesive plan. In turn, this allows the firm to pursue activities that lead the organization forward and avoid devoting resources to activities that do not.\u201d[footnote]Jay Ebben, \u201cDeveloping Effective Vision and Mission Statements,\u201d Inc., February 1, 2005, accessed December 1, 2011, www.inc.com\/resources\/startup\/articles\/20050201\/missionstatement.html[\/footnote]\u00a0Although input may be sought from others, the ultimate responsibility for the company vision and mission statements rests with the small business owner. The following are examples of both statements:<\/p>\r\n\r\n<ul id=\"cadden_1.0-ch07_s02_s01_l01\" class=\"itemizedlist editable block\">\r\n \t<li><strong class=\"emphasis bold\">Vision statement.<\/strong> \u201cWithin the next five years, Metromanage.com will become a leading provider of management software to North American small businesses by providing customizable, user-friendly software scaled to small business needs.\u201d[footnote]Susan Ward, \u201cSample Vision Statements,\u201d About.com, accessed December 1, 2011, sbinfocanada.about.com\/od\/businessplanning\/a\/samplevisions.htm.[\/footnote]<\/li>\r\n \t<li><strong class=\"emphasis bold\">Mission statement.<\/strong> \u201cStudio67 is a great place to eat, combining an intriguing atmosphere with excellent, interesting food that is also very good for the people who eat there. We want fair profit for the owners and a rewarding place to work for the employees.\u201d [footnote]\u201cOrganic Restaurant Business Plan: Studio67,\u201d Bplans, accessed December 1, 2011, www.bplans.com\/organic_restaurant_business_plan\/executive_summary_fc.cfm[\/footnote]<\/li>\r\n<\/ul>\r\n<\/div>\r\n<div class=\"section\" id=\"cadden_1.0-ch07_s02_s02\">\r\n<h2 class=\"title editable block\">Marketing Objectives<\/h2>\r\n<p id=\"cadden_1.0-ch07_s02_s02_p01\" class=\"para editable block\">Marketing objectives are what a company wants to accomplish with its marketing. They lay the groundwork for formulating the marketing strategy. Although formulated in a variety of ways, their achievement should lead to sales. The creation of marketing objectives is one of the most critical steps a business will take. The company needs to know, as precisely as possible, what it wants to achieve before allocating any resources to the marketing effort.<\/p>\r\n<p id=\"cadden_1.0-ch07_s02_s02_p02\" class=\"para editable block no-indent\">Marketing objectives should be SMART: specific, measurable, achievable, realistic, and time-based (i.e., have a stated time frame for achievement). It has been recommended that small businesses limit the number of objectives to a maximum of three or four. If you have fewer than two objectives, you aren\u2019t growing your business like you should be in order to keep up with the market. Having more than four objectives will divide your attention, and this may result in a lackluster showing on each objective and no big successes. <span class=\"footnote\" id=\"cadden_1.0-fn07_013\">[footnote]\u201cHow to Choose Marketing Plan Objectives,\u201d accessed January 24, 2012, <a class=\"link\" target=\"_blank\" href=\"http:\/\/www.hellomarketing.biz\/planning-strategy\/marketing-plan-objectives.php\" rel=\"noopener noreferrer\">www.hellomarketing.biz\/planning-strategy\/marketing-plan-objectives.php<\/a> [\/footnote]<\/span> If a small business has multiple marketing objectives, they will have to be evaluated to ensure that they do not conflict with each other. The company should also determine if it has the resources necessary to accomplish all its objectives.<span class=\"footnote\" id=\"cadden_1.0-fn07_014\">[footnote]Adapted from \u201cMarketing Plan: Marketing Objectives and Strategies,\u201d <em class=\"emphasis\">Small Business Notes<\/em>, accessed December 1, 2011, <a class=\"link\" target=\"_blank\" href=\"http:\/\/www.smallbusinessnotes.com\/starting-a-business\/marketing-plan-marketing-objectives-and-strategies.html\" rel=\"noopener noreferrer\">www.smallbusinessnotes.com\/starting -a-business\/marketing-plan-marketing-objectives-and-strategies.html<\/a>[\/footnote]<a class=\"link\" target=\"_blank\" href=\"http:\/\/www.smallbusinessnotes.com\/starting-a-business\/marketing-plan-marketing-objectives-and-strategies.html\" rel=\"noopener noreferrer\"><\/a><\/span><\/p>\r\n<p id=\"cadden_1.0-ch07_s02_s02_p03\" class=\"para editable block no-indent\">For small businesses that already have, or are looking to have, a web presence and sell their products or services online, [pb_glossary id=\"1145\"]e-marketing[\/pb_glossary] objectives must be included with all other marketing objectives. E-marketing is defined as \u201cthe result of information technology applied to traditional marketing.\u201d<span class=\"footnote\" id=\"cadden_1.0-fn07_015\">[footnote]Judy Strauss and Raymond Frost, <em class=\"emphasis\">E-Marketing<\/em> (Upper Saddle River, NJ: Pearson Prentice Hall, 2009), 6.[\/footnote]<\/span> The issues of concern and focus will be the same as for traditional marketing objectives. The difference is in the venue (i.e., online versus onground). Examples of e-marketing objectives are as follows: to establish a direct source of revenue from orders or advertising space; improve sales by building an image for the company\u2019s product, brand, and\/or company; lower operating costs;\u00a0<span class=\"footnote\" id=\"cadden_1.0-fn07_016\">[footnote]Bobette Kyle, \u201cMarketing Objectives for Your Website,\u201d <em class=\"emphasis\">WebSiteMarketingPlan.com<\/em>, December 10, 2010, accessed December 1, 2011, <a class=\"link\" target=\"_blank\" href=\"http:\/\/www.websitemarketingplan.com\/marketing_management\/marketingobjectivesarticle.htm\" rel=\"noopener noreferrer\">www.websitemarketingplan.com\/marketing_management\/marketingobjectivesarticle.htm<\/a>[\/footnote]<\/span> provide a strong positive customer experience; and contribute to brand loyalty. The ultimate objective, however, will be \u201cthe comprehensive integration of e-marketing and traditional marketing to create seamless strategies and tactics.\u201d<span class=\"footnote\" id=\"cadden_1.0-fn07_017\">[footnote]Judy Strauss and Raymond Frost, <em class=\"emphasis\">E-Marketing<\/em> (Upper Saddle River, NJ: Pearson Prentice Hall, 2009), 5.[\/footnote]<\/span><\/p>\r\n\r\n<\/div>\r\n<div class=\"section\" id=\"cadden_1.0-ch07_s02_s03\">\r\n<h2 class=\"title editable block\">The Marketing Strategy<\/h2>\r\n<p id=\"cadden_1.0-ch07_s02_s03_p01\" class=\"para editable block\">With its focus being on achieving the marketing objectives, marketing strategy involves segmenting the market and selecting a target or targets, making differentiation and positioning decisions, and designing the marketing mix. The design of the product (one of the four Ps) will include design of the company website. Differentiation refers to a company\u2019s efforts to set its product or service apart from the competition, and positioning is placing the brand (whether store, product, or service) in the consumer\u2019s mind in relation to other competing products based on product traits and benefits that are relevant to the consumer.<span class=\"footnote\" id=\"cadden_1.0-fn07_018\">[footnote]Dana-Nicoleta Lascu and Kenneth E. Clow, <em class=\"emphasis\">Essentials of Marketing<\/em> (Mason, OH: Atomic Dog Publishing, 2007), 179.[\/footnote]<\/span>\u00a0It has been said that \u201cin some cases strategy just happens because a market and a product find each other and grow organically. However, small businesses that understand the power of an overarching marketing strategy, filtered and infused in every tactical process, will usually enjoy greater success.\u201d<span class=\"footnote\" id=\"cadden_1.0-fn07_019\">[footnote]John Jantsch, \u201cThe Cycle of Strategy,\u201d <em class=\"emphasis\">Duct Tape Marketing<\/em>, March 29, 2010, accessed December 1, 2011, <a class=\"link\" target=\"_blank\" href=\"http:\/\/www.ducttapemarketing.com\/blog\/2010\/03\/29\/the-cycle-of-strategy\" rel=\"noopener noreferrer\">www.ducttapemarketing.com\/blog\/2010\/03\/29\/the-cycle-of -strategy<\/a>[\/footnote]<a class=\"link\" target=\"_blank\" href=\"http:\/\/www.ducttapemarketing.com\/blog\/2010\/03\/29\/the-cycle-of-strategy\" rel=\"noopener noreferrer\"><\/a><\/span><\/p>\r\n\r\n<div class=\"key_takeaways editable block\" id=\"cadden_1.0-ch07_s02_s03_n01\">\r\n<div class=\"textbox key-takeaways\">\r\n<h3 itemprop=\"educationalUse\">Key Takeaways<\/h3>\r\n<ul>\r\n \t<li>The marketing strategy process consists of company vision, company mission, marketing objectives, and the marketing strategy itself.<\/li>\r\n \t<li>The company vision: Where do we see the business going?<\/li>\r\n \t<li>The company mission: Why does our business exist?<\/li>\r\n \t<li>Marketing objectives: What do we want to accomplish with our marketing strategy?<\/li>\r\n \t<li>Marketing strategy: How will we accomplish our marketing objectives?<\/li>\r\n \t<li>Marketing objectives should be SMART: specific, measurable, achievable, realistic, and time-based (i.e., have a specific time frame for accomplishment).<\/li>\r\n \t<li>Small businesses should limit the number of objectives to three or four to increase the chances that they will be achieved.<\/li>\r\n \t<li>E-marketing objectives must be included with traditional marketing objectives.<\/li>\r\n \t<li>E-marketing and traditional marketing should be integrated to create seamless marketing strategies and tactics.<\/li>\r\n \t<li>Marketing strategy involves segmenting the market, selecting a target or targets, making differentiation and positioning decisions, and designing the marketing mix. The design of the product will include design of the company website.<\/li>\r\n<\/ul>\r\n<\/div>\r\n<\/div>\r\n<div class=\"exercises editable block\" id=\"cadden_1.0-ch07_s02_s03_n02\">\r\n<div class=\"textbox exercises\">\r\n<h3 itemprop=\"educationalUse\">Exercises<\/h3>\r\n<ol id=\"cadden_1.0-ch07_s02_s03_l02\" class=\"orderedlist\">\r\n \t<li>Develop the marketing objectives for The Mill restaurant in New Glasgow, PEI.<\/li>\r\n \t<li>Explain the differences between an onground marketing strategy and an online marketing strategy.<\/li>\r\n<\/ol>\r\n<\/div>\r\n<\/div>\r\n<\/div>\r\n<\/div>\r\n<div class=\"section\" id=\"cadden_1.0-ch07_s03\" xml:lang=\"en\">\r\n<h1 class=\"title editable block\">Segmentation and the Target Market<\/h1>\r\n<div class=\"learning_objectives editable block\" id=\"cadden_1.0-ch07_s03_n01\">\r\n<div class=\"textbox learning-objectives\">\r\n<h3 itemprop=\"educationalUse\">Learning Objectives<\/h3>\r\n<ol id=\"cadden_1.0-ch07_s03_l01\" class=\"orderedlist\">\r\n \t<li>Explain segmentation and the target market.<\/li>\r\n \t<li>Explain why segmentation, the target market, differentiation, positioning, and website decisions are so important for a small business.<\/li>\r\n \t<li>Describe the marketing strategy decision areas for each element of the marketing mix.<\/li>\r\n<\/ol>\r\n<\/div>\r\n&nbsp;\r\n\r\n<\/div>\r\n<p id=\"cadden_1.0-ch07_s03_p01\" class=\"para editable block\">Whether market segments and target markets are selected on the basis of intuition, marketing research, or a combination of the two, they are the basis for creating an effective marketing mix for any small business. Segmentation and target market decisions must be made for both onground and online customers.<\/p>\r\n\r\n<div class=\"section\" id=\"cadden_1.0-ch07_s03_s01\">\r\n<h2 class=\"title editable block\">Segmentation<\/h2>\r\n<p id=\"cadden_1.0-ch07_s03_s01_p01\" class=\"para editable block\">[pb_glossary id=\"1273\"]<strong>Market segmentation<\/strong>[\/pb_glossary] dividing a market into relatively homogeneous subgroups that behave much the same way in the marketplace, is the necessary precursor to selecting a target market or target markets. The challenge is knowing which group(s) to select. Many small business owners have a good intuitive sense of the segments that make sense for the business, and they choose to go with that intuition in devising their marketing strategy. However, that intuition may not be precise or current enough to be of the most help in planning a marketing strategy. Marketing research can be of help here, even to the smallest of businesses.<\/p>\r\n\r\n<h3>Table 17.1 Market Segmentation<\/h3>\r\n<table style=\"border-collapse: collapse; width: 100%;\" border=\"1\">\r\n<tbody>\r\n<tr>\r\n<td style=\"width: 50%; text-align: center;\"><span style=\"text-decoration: underline;\"><strong>Consumer Segmentation Examples<\/strong><\/span><\/td>\r\n<td style=\"width: 50%; text-align: center;\"><span style=\"text-decoration: underline;\"><strong>Business Segmentation Examples<\/strong><\/span><\/td>\r\n<\/tr>\r\n<tr>\r\n<td style=\"width: 50%;\">\r\n<p class=\"para\"><strong class=\"emphasis bold\">Geographic Segmentation<\/strong><\/p>\r\n\r\n<ul class=\"itemizedlist\">\r\n \t<li>Region (e.g., Northeast or Southwest)<\/li>\r\n \t<li>City or metro size (small, medium, or large)<\/li>\r\n \t<li>Density (urban, suburban, or rural)<\/li>\r\n \t<li>Climate (northern or southern)<\/li>\r\n<\/ul>\r\n<\/td>\r\n<td style=\"width: 50%;\">\r\n<p class=\"para\"><strong class=\"emphasis bold\">Demographic Segmentation<\/strong><\/p>\r\n\r\n<ul class=\"itemizedlist\">\r\n \t<li>The industry or industries to be served<\/li>\r\n \t<li>The company sizes to be served (revenue, number of employees, and number of locations)<\/li>\r\n<\/ul>\r\n<\/td>\r\n<\/tr>\r\n<tr>\r\n<td style=\"width: 50%;\">\r\n<p class=\"para\"><strong class=\"emphasis bold\">Demographic Segmentation<\/strong><\/p>\r\n\r\n<ul class=\"itemizedlist\">\r\n \t<li>Age<\/li>\r\n \t<li>Family size<\/li>\r\n \t<li>Family life cycle (e.g., single or married without kids)<\/li>\r\n \t<li>Gender<\/li>\r\n \t<li>Income<\/li>\r\n \t<li>Occupation<\/li>\r\n \t<li>Education<\/li>\r\n \t<li>Religion<\/li>\r\n \t<li>Race\/ethnicity<\/li>\r\n \t<li>Generation<\/li>\r\n \t<li>Nationality<\/li>\r\n \t<li>Social class<\/li>\r\n<\/ul>\r\n<\/td>\r\n<td style=\"width: 50%;\">\r\n<p class=\"para\"><strong class=\"emphasis bold\">Operating Variables<\/strong><\/p>\r\n\r\n<ul class=\"itemizedlist\">\r\n \t<li>The customer technologies to be focused on<\/li>\r\n \t<li>The users that should be served (heavy, light, medium, or nonusers)<\/li>\r\n \t<li>Whether customers needing many or few services should be served<\/li>\r\n<\/ul>\r\n<\/td>\r\n<\/tr>\r\n<tr>\r\n<td style=\"width: 50%;\">\r\n<p class=\"para\"><strong class=\"emphasis bold\">Psychographic Segmentation<\/strong><\/p>\r\n\r\n<ul class=\"itemizedlist\">\r\n \t<li>Personality<\/li>\r\n \t<li>Lifestyle<\/li>\r\n \t<li>Behavioral occasions (regular or special occasion)<\/li>\r\n \t<li>Values<\/li>\r\n<\/ul>\r\n<\/td>\r\n<td style=\"width: 50%;\">\r\n<p class=\"para\"><strong class=\"emphasis bold\">Purchasing Approaches: Which to Choose?<\/strong><\/p>\r\n\r\n<ul class=\"itemizedlist\">\r\n \t<li>Highly centralized versus decentralized purchasing<\/li>\r\n \t<li>Engineering dominated, financially dominated, and so forth<\/li>\r\n \t<li>Companies with whom a strong relationship exists or the most desirable companies<\/li>\r\n \t<li>Companies that prefer leasing, service contracts, systems purchases, or sealed bidding<\/li>\r\n \t<li>Companies seeking quality, service, and price<\/li>\r\n<\/ul>\r\n<\/td>\r\n<\/tr>\r\n<tr>\r\n<td style=\"width: 50%;\">\r\n<p class=\"para\"><strong class=\"emphasis bold\">Behavioral Segmentation<\/strong><\/p>\r\n\r\n<ul class=\"itemizedlist\">\r\n \t<li>Benefits of the product (e.g., toothpaste with tartar control)<\/li>\r\n \t<li>User status (nonuser, regular user, or first-time user)<\/li>\r\n \t<li>Usage rate (light user, medium user, or heavy user)<\/li>\r\n \t<li>Loyalty status (none, medium, or absolute)<\/li>\r\n \t<li>Attitude toward the product (e.g., enthusiastic or hostile)<\/li>\r\n<\/ul>\r\n<\/td>\r\n<td style=\"width: 50%;\">\r\n<p class=\"para\"><strong class=\"emphasis bold\">Situational Factors: Which to Choose?<\/strong><\/p>\r\n\r\n<ul class=\"itemizedlist\">\r\n \t<li>Companies that need quick and sudden delivery or service<\/li>\r\n \t<li>Certain application of the product instead of all applications<\/li>\r\n \t<li>Large or small orders or something in-between<\/li>\r\n<\/ul>\r\n<\/td>\r\n<\/tr>\r\n<tr>\r\n<td style=\"width: 50%;\">\r\n<p class=\"para\"><strong class=\"emphasis bold\">Personal Characteristics: Which to Choose?<\/strong><\/p>\r\n\r\n<ul class=\"itemizedlist\">\r\n \t<li>Companies with similar people and values<\/li>\r\n \t<li>Risk-taking or risk-aversive customers<\/li>\r\n \t<li>Companies that show high loyalty to their suppliers<\/li>\r\n<\/ul>\r\n<\/td>\r\n<td style=\"width: 50%;\">\r\n<p class=\"para\"><strong class=\"emphasis bold\">Other Characteristics<\/strong><\/p>\r\n\r\n<ul class=\"itemizedlist\">\r\n \t<li>Status in industry (technology or revenue leader)<\/li>\r\n \t<li>Need for customization (specialized computer systems)<\/li>\r\n<\/ul>\r\n<\/td>\r\n<\/tr>\r\n<\/tbody>\r\n<\/table>\r\n<p id=\"cadden_1.0-ch07_s03_s01_p02\" class=\"para editable block\">Marketing research can help the small business identify and refine the segments that offer the greatest opportunities. Part of that process will be to identify segments that meet the requirements of [pb_glossary id=\"1517\"]<strong>measurability<\/strong>[\/pb_glossary]; [pb_glossary id=\"1518\"]<em><strong>substantiality<\/strong><\/em>[\/pb_glossary], [pb_glossary id=\"1519\"]<em><strong>stability<\/strong><\/em>[\/pb_glossary], [pb_glossary id=\"1520\"]<em><strong>accessibility<\/strong><\/em>[\/pb_glossary], [pb_glossary id=\"1521\"]<em><strong>actionability<\/strong><\/em>[\/pb_glossary], and [pb_glossary id=\"1522\"]<em><strong>differential response<\/strong><\/em>[\/pb_glossary].<span class=\"footnote\" id=\"cadden_1.0-fn07_020\"><\/span>[footnote]<span class=\"footnote\" id=\"cadden_1.0-fn07_020\">Dana-Nicoleta Lascu and Kenneth E. Clow, <em class=\"emphasis\">Essentials of Marketing<\/em> (Mason, OH: Atomic Dog Publishing, 2007), 175\u201376.<\/span>[\/footnote] Meeting these requirements will increase the chances for successful segmentation.<\/p>\r\n\r\n<ul id=\"cadden_1.0-ch07_s03_s01_l01\" class=\"itemizedlist editable block\">\r\n \t<li><strong class=\"emphasis bold\">Measurability.<\/strong> Is it easy to identify and estimate the size of a segment? A small business that moves forward without a clear definition of its market segments is working blind. Intuition can only go so far. Are there people who are interested in freshly baked cookies for dogs (it would seem so), and how many of these people are there? (Check out <a class=\"link\" target=\"_blank\" href=\"http:\/\/www.happyheartsdogcookies.com\" rel=\"noopener noreferrer\">Happy Hearts Dog Cookies<\/a>.)<\/li>\r\n \t<li><strong class=\"emphasis bold\">Substantiality.<\/strong> Is the segment large and profitable enough to justify an investment? A small business may not require a huge number of customers to be profitable, but there should be enough people interested in the product or the service being offered to make operating the business worthwhile. Fancy designer clothes for dogs, for example, is a business that can survive\u2014but not everywhere (see <a class=\"link\" target=\"_blank\" href=\"http:\/\/www.ralphlauren.com\/search\/index.jsp?kw=pup&amp;f=Home\" rel=\"noopener noreferrer\">www.ralphlauren.com\/search\/index.jsp?kw=pup&amp;f=Home<\/a>).<\/li>\r\n \t<li><strong class=\"emphasis bold\">Stability.<\/strong> Stability has to do with consumer preferences. Are they stable over time? Although segments will change over time, a small business needs to be aware of preferences that are continuously changing. Small businesses can be more nimble at adapting their businesses to change, but too much volatility can be damaging to a business\u2019s operations.<\/li>\r\n \t<li><strong class=\"emphasis bold\">Accessibility.<\/strong> Can a business communicate with and reach the segment? A small business interested in women who work outside the home will present greater communication challenges than will stay-at-home wives and mothers.<\/li>\r\n \t<li><strong class=\"emphasis bold\">Actionability.<\/strong> Is a small business capable of designing an effective marketing program that can serve the chosen market segment? There was a small manufacturer of low-priced cigarettes in Virginia that found it difficult to compete with the big brands and other established lower-priced brands such as Bailey\u2019s. The manufacturer\u2019s solution was to sell to Russia where \u201cMade in Virginia, USA\u201d worked very well with customers and retailers.<span class=\"footnote\" id=\"cadden_1.0-fn07_021\">[footnote]Dana-Nicoleta Lascu and Kenneth E. Clow, <em class=\"emphasis\">Essentials of Marketing<\/em> (Mason, OH: Atomic Dog Publishing, 2007), 176.[\/footnote]<\/span><\/li>\r\n \t<li><strong class=\"emphasis bold\">Differential response.<\/strong> The extent to which market segments are easily distinguishable from each other and respond differently to company marketing strategies.<span class=\"footnote\" id=\"cadden_1.0-fn07_022\">[footnote]Dana-Nicoleta Lascu and Kenneth E. Clow, <em class=\"emphasis\">Essentials of Marketing<\/em> (Mason, OH: Atomic Dog Publishing, 2007), 176.[\/footnote]<\/span> For the small business that chooses only one segment, this is not an issue. However, the small manufacturer of ramen noodles in New York City needs to know whether there are different segments for the product and whether the marketing strategy will appeal to those segments in the same positive way.<\/li>\r\n<\/ul>\r\n<p id=\"cadden_1.0-ch07_s03_s01_p03\" class=\"para editable block\">Once multiple segments have been identified, it is necessary to select a target market or target markets. If only a single segment has been identified, it becomes the target market.<\/p>\r\n\r\n<\/div>\r\n<div class=\"section\" id=\"cadden_1.0-ch07_s03_s02\">\r\n<h2 class=\"title editable block\">Target Market<\/h2>\r\n<p id=\"cadden_1.0-ch07_s03_s02_p01\" class=\"para editable block\">The selection of a [pb_glossary id=\"1523\"]<strong>target market<\/strong>[\/pb_glossary] or target markets will be based on the segments that have been identified as having the greatest potential for the business. A <em>target market<\/em> refers to one or more segments that have been chosen as the focus for business operations. Only some of the people in the marketplace will be interested in buying and\/or using a company\u2019s product or service, and no company has the resources to be all things to all people. Resources are always finite, but this will especially be the case for the small business, so all marketing efforts should be directed as precisely as possible.<\/p>\r\n<p id=\"cadden_1.0-ch07_s03_s02_p02\" class=\"para editable block no-indent\">Selecting the target market should be guided by several considerations:<span class=\"footnote\" id=\"cadden_1.0-fn07_023\">[footnote]Susan MaGee, \u201cHow to Identify a Target Market and Prepare a Customer Profile,\u201d accessed January 24, 2012, <a class=\"link\" target=\"_blank\" href=\"http:\/\/edwardlowe.org\/erc\/?ercID=6378\" rel=\"noopener noreferrer\">http:\/\/edwardlowe.org\/erc\/?ercID=6378<\/a>; Adapted from \u201c3 Reasons to Choose a Target Market,\u201d <em class=\"emphasis\">Morningstar Marketing Coach<\/em>, December 16, 2008, accessed December 1, 2011, <a class=\"link\" target=\"_blank\" href=\"http:\/\/www.morningstarmultimedia.com\/3-reasons-to-choose-a-target-market\" rel=\"noopener noreferrer\">www.morningstarmultimedia.com\/3-reasons-to-choose-a-target-market<\/a>[\/footnote]<\/span><\/p>\r\n\r\n<ul id=\"cadden_1.0-ch07_s03_s02_l01\" class=\"itemizedlist editable block\">\r\n \t<li><strong class=\"emphasis bold\">Financial condition of the firm.<\/strong> Limited resources may dictate the selection of only one target market.<\/li>\r\n \t<li><strong class=\"emphasis bold\">Whether the competition is ignoring smaller segments.<\/strong> If yes, this may be a ready-made target market.<\/li>\r\n \t<li><strong class=\"emphasis bold\">Is the market new to the firm?<\/strong> If yes, concentrating on one target market may make the most sense.<\/li>\r\n \t<li><strong class=\"emphasis bold\">Specific need or want.<\/strong> Does the proposed target market have a specific need or want for the product or the service?<\/li>\r\n \t<li><strong class=\"emphasis bold\">Ability to buy.<\/strong> Does the proposed target market have the resources to buy the product or the service?<\/li>\r\n \t<li><strong class=\"emphasis bold\">Willingness to buy.<\/strong> Is the proposed target market willing to buy the product or the service?<\/li>\r\n \t<li><strong class=\"emphasis bold\">Will this target market be profitable?<\/strong> There needs to be enough demand to make money.<\/li>\r\n<\/ul>\r\n<p id=\"cadden_1.0-ch07_s03_s02_p03\" class=\"para editable block\">Choosing the right target market is a critical part of the marketing strategy of a small business. The target market should be the best match for a company\u2019s products and services, thus helping to maximize the efficiency and effectiveness of its marketing efforts.<\/p>\r\n<p id=\"cadden_1.0-ch07_s03_s02_p04\" class=\"para editable block no-indent\">If a small business wants to go with a [pb_glossary id=\"1524\"]niche market[\/pb_glossary], the same considerations apply. A niche market is a small, more narrowly defined market that is not being served well or at all by mainstream product or service marketers. The great advantage of pursuing a niche market is that you are likely to be alone there: \u201cother small businesses may not be aware of your particular niche market, and large businesses won\u2019t want to bother with it.\u201d<span class=\"footnote\" id=\"cadden_1.0-fn07_024\">[footnote]Susan Ward, \u201cNiche Market,\u201d <em class=\"emphasis\">About.com<\/em>, accessed December 1, 2011, <a class=\"link\" target=\"_blank\" href=\"http:\/\/sbinfocanada.about.com\/cs\/marketing\/g\/nichemarket.htm\" rel=\"noopener noreferrer\">sbinfocanada.about.com\/cs\/marketing\/g\/nichemarket.htm<\/a>[\/footnote]<\/span> Ideally, a small business marketing to a niche market will be the only one doing so. Niches are very important to small businesses that want to sell pricey chocolates (see, for example, <a class=\"link\" target=\"_blank\" href=\"http:\/\/www.cocoadolce.com\/about.php\" rel=\"noopener noreferrer\">www.cocoadolce.com\/about.php<\/a>). They focus on niches such as weddings, seasonal offerings, and specialty items. They also sell online in order to reach a broader market.<\/p>\r\n\r\n<div class=\"key_takeaways editable block\" id=\"cadden_1.0-ch07_s03_s02_n01\">\r\n<div class=\"textbox key-takeaways\">\r\n<h3 itemprop=\"educationalUse\">Key Takeaways<\/h3>\r\n<ul id=\"cadden_1.0-ch07_s03_s02_l02\" class=\"itemizedlist\">\r\n \t<li>Market segments and target markets are the basis for creating an effective marketing mix.<\/li>\r\n \t<li>Segmentation and target market decisions must be made for both onground and online customers.<\/li>\r\n \t<li>Market segmentation precedes the selection of a target market.<\/li>\r\n \t<li>There are many ways to segment a market.<\/li>\r\n \t<li>Segments must be measurable, substantial, stable, accessible, actionable, and easily distinguishable from other segments.<\/li>\r\n \t<li>The target market should be the segment or segments that show the greatest profit potential for a small business.<\/li>\r\n \t<li>A niche market is a small, more narrowly defined target market that is not being served well or at all by other businesses.<\/li>\r\n<\/ul>\r\n<\/div>\r\n<div class=\"textbox exercises\">\r\n<h3 itemprop=\"educationalUse\">Exercises<\/h3>\r\n<ol id=\"cadden_1.0-ch07_s03_s02_l03\" class=\"orderedlist\">\r\n \t<li>How should the market for The Mill's restaurant be segmented for his new restaurant in Summerside, PEI? How should Frank decide on a target market or target market(s)? Be specific. Do not assume that the Summerside market is the same as the New Glasgow market.<\/li>\r\n \t<li>Assume that you work for a small manufacturer of children\u2019s hair-care products. What criteria would you use for effective segmentation? How would you then decide on a target market or target markets?<\/li>\r\n<\/ol>\r\n<\/div>\r\n<\/div>\r\n<\/div>\r\n<\/div>\r\n<div class=\"section\" id=\"cadden_1.0-ch07_s04\" xml:lang=\"en\">\r\n<h1 class=\"title editable block\">Differentiation and Positioning<\/h1>\r\n<div class=\"learning_objectives editable block\" id=\"cadden_1.0-ch07_s04_n01\">\r\n<div class=\"textbox learning-objectives\">\r\n<h3 itemprop=\"educationalUse\">Learning Objectives<\/h3>\r\n<ol id=\"cadden_1.0-ch07_s04_l01\" class=\"orderedlist\">\r\n \t<li>Explain differentiation and positioning.<\/li>\r\n \t<li>Explain why differentiation and positioning are so important for an online marketing strategy and an onground marketing strategy.<\/li>\r\n \t<li>Understand that a successful differentiation strategy cannot be copied by competitors.<\/li>\r\n \t<li>Understand that there are many ways to differentiate a product or a service.<\/li>\r\n \t<li>Understand that successful positioning of a small business or its brand is built on a well-defined target market combined with solid points of differentiation.<\/li>\r\n<\/ol>\r\n<\/div>\r\n<\/div>\r\n<p id=\"cadden_1.0-ch07_s04_p01\" class=\"para editable block\">Differentiation and positioning considerations are relevant to each element of the marketing mix as well as to onground and online marketplaces. The small business should be working toward a [pb_glossary id=\"1084\"]<strong>competitive advantage<\/strong>[\/pb_glossary]-- \u201cThe ability to perform in one or more ways that competitors cannot or will not match.\u201d<span class=\"footnote\" id=\"cadden_1.0-fn07_026\">[footnote]Philip Kotler and Kevin Lane Keller, <em class=\"emphasis\">Marketing Management<\/em> (Upper Saddle River, NJ: Pearson Prentice Hall, 2009), 276.[\/footnote]<\/span><\/p>\r\n\r\n<div class=\"section\" id=\"cadden_1.0-ch07_s04_s01\">\r\n<h2 class=\"title editable block\">Differentiation<\/h2>\r\n<p id=\"cadden_1.0-ch07_s04_s01_p01\" class=\"para editable block\">Differentiation, setting yourself apart from the competition, is one of the most important and effective marketing tools available to small business owners.<span class=\"footnote\" id=\"cadden_1.0-fn07_027\">[footnote]Bonny Albo, \u201cMaking a Business Stand Out from Its Competitors,\u201d <em class=\"emphasis\">Entrepreneurs @ Suite 101<\/em>, August 9, 2009, accessed December 1, 2011, <a class=\"link\" target=\"_blank\" href=\"http:\/\/bonny-albo.suite101.com\/marketing-strategy-differentiation-a136498\" rel=\"noopener noreferrer\">bonny-albo.suite101.com\/marketing-strategy-differentiation-a136498<\/a>[\/footnote]<\/span> Effective differentiation can put a business (or a brand) in the top position among the competition, but an ineffective differentiation strategy can leave a business buried in the middle or at the bottom of the pack.<span class=\"footnote\" id=\"cadden_1.0-fn07_028\">[footnote]Kim T. Gordon, \u201cDare to Be Different,\u201d April 1, 2005, accessed December 1, 2011, <a class=\"link\" target=\"_blank\" href=\"http:\/\/www.entrepreneur.com\/article\/76736\" rel=\"noopener noreferrer\">www.entrepreneur.com\/article\/76736<\/a>[\/footnote]<\/span> A successful differentiation strategy cannot be imitated by competitors\u2014but it can bring you great success with consumers.<span class=\"footnote\" id=\"cadden_1.0-fn07_029\">[footnote]Dan Herman, \u201cThe Surprising Secret of Successful Differentiation,\u201d <em class=\"emphasis\">Fast Company<\/em>, June 7, 2008, accessed December 1, 2011, <a class=\"link\" target=\"_blank\" href=\"http:\/\/www.fastcompany.com\/blog\/dan-herman\/outsmart-mba-clones\/surprising-secret-successful-differentiation?\" rel=\"noopener noreferrer\">www.fastcompany.com\/blog\/dan -herman\/outsmart-mba-clones\/surprising-secret-successful-differentiation?<\/a>[\/footnote]<\/span><\/p>\r\n\r\n<div class=\"video editable block\" id=\"cadden_1.0-ch07_s04_s01_n01\">\r\n<h3 class=\"title\">Video Clip 17.1\u00a0Business Differentiation: Showing Up Differently<\/h3>\r\n[embed]http:\/\/www.youtube.com\/v\/a3LEhiK2uGA[\/embed]\r\n<p class=\"para\">Differentiation is everyone\u2019s goal, but few are able to achieve it.<\/p>\r\n\r\n<\/div>\r\n<p id=\"cadden_1.0-ch07_s04_s01_p02\" class=\"para editable block\">Small businesses, whether business-to-consumer (B2C) or business-to-business (B2B), can differentiate their companies or brands in many different ways: quality, service, price, distribution, perceived customer value, durability, convenience, warranty, financing, range of products\/services offered, accessibility, production method(s), reliability, familiarity, product ingredients, and company image are all differentiation possibilities.<span class=\"footnote\" id=\"cadden_1.0-fn07_030\">[footnote]Bonny Albo, \u201cMaking a Business Stand Out from Its Competitors,\u201d <em class=\"emphasis\">Entrepreneurs @ Suite 101<\/em>, August 9, 2009, accessed December 1, 2011, <a class=\"link\" target=\"_blank\" href=\"http:\/\/bonny-albo.suite101.com\/marketing-strategy-differentiation-a136498\" rel=\"noopener noreferrer\">bonny-albo.suite101.com\/marketing-strategy-differentiation-a136498<\/a>[\/footnote]<\/span> There are others as well, limited only by the imagination. One way to uncover differentiation possibilities is to examine customer experience with a product or a service by asking the following questions:<span class=\"footnote\" id=\"cadden_1.0-fn07_031\">[footnote]Ian C. MacMillan and Rita Gunther McGrath, \u201cDiscovering New Points of Differentiation,\u201d <em class=\"emphasis\">Harvard Business Review<\/em>, July\u2013August 1997, 133\u2013145, as cited in Philip Kotler and Kevin Lane Keller, <em class=\"emphasis\">Marketing Management<\/em> (Upper Saddle River, NJ: Pearson Prentice Hall, 2009), 277.[\/footnote]<\/span><\/p>\r\n\r\n<ul id=\"cadden_1.0-ch07_s04_s01_l01\" class=\"itemizedlist editable block\">\r\n \t<li>How do people become aware of their needs for a product or a service?<\/li>\r\n \t<li>How do customers find a company\u2019s offering?<\/li>\r\n \t<li>How do customers make their final selection?<\/li>\r\n \t<li>How do consumers order and purchase the product or the service?<\/li>\r\n \t<li>What happens when the product or the service is delivered?<\/li>\r\n \t<li>How is the product installed?<\/li>\r\n \t<li>How is the product or the service paid for?<\/li>\r\n \t<li>How is the product stored?<\/li>\r\n \t<li>How is the product moved around?<\/li>\r\n \t<li>What is the consumer really using the product for?<\/li>\r\n \t<li>What do consumers need help with when they use the product?<\/li>\r\n \t<li>What about returns or exchanges?<\/li>\r\n \t<li>How is the product repaired or serviced?<\/li>\r\n \t<li>What happens when the product is disposed of or no longer used?<\/li>\r\n<\/ul>\r\n<p id=\"cadden_1.0-ch07_s04_s01_p03\" class=\"para editable block\">No matter what the bases are for differentiating a company or a product, the decision should be made carefully with the expectation that the difference cannot be imitated. When customers are asked whether they can tell the difference between a particular small business and its closest competitors, the answer will hopefully be yes.<\/p>\r\n\r\n<div class=\"video editable block\" id=\"cadden_1.0-ch07_s04_s01_n02\">\r\n<h3 class=\"title\">Video Clip 17.2\u00a0The \u201cMurals Your Way\u201d Advantage<\/h3>\r\n[embed]https:\/\/www.youtube.com\/watch?v=mQgSi9KPLSY[\/embed]\r\n<p class=\"para\">How Murals Your Way sets itself apart from other wall mural companies.<\/p>\r\n\r\n<\/div>\r\n<div class=\"callout block\" id=\"cadden_1.0-ch07_s04_s01_n03\">\r\n<h3 class=\"title\">Video Link 17.1\u00a0Bedbug Dog Sniffs Up Profits.\u00a0An unusual means of differentiation.<\/h3>\r\n<a href=\"http:\/\/money.cnn.com\/video\/smallbusiness\/2010\/08\/13\/sbiz_bedbug_canine.cnnmoney\">http:\/\/money.cnn.com\/video\/smallbusiness\/2010\/08\/13\/sbiz_bedbug_canine.cnnmoney<\/a>\r\n\r\n<a href=\"https:\/\/www.orkincanada.ca\/blog\/k9-bed-bug-detection\/\">https:\/\/www.orkincanada.ca\/blog\/k9-bed-bug-detection\/<\/a>\r\n\r\n<\/div>\r\n<\/div>\r\n<div class=\"section\" id=\"cadden_1.0-ch07_s04_s02\">\r\n<h2 class=\"title editable block\">Positioning<\/h2>\r\n<p id=\"cadden_1.0-ch07_s04_s02_p01\" class=\"para editable block\">Positioning is about the mind of the consumer: placing a company or a brand (sometimes they are the same, e.g., Carbonite, CakeLove, and Sugar Bakery &amp; Sweet Shop) in the consumer\u2019s mind in relation to the competition.<span class=\"footnote\" id=\"cadden_1.0-fn07_032\">[footnote]Al Ries and Jack Trout, <em class=\"emphasis\">Positioning: The Battle for Your Mind<\/em> (New York: McGraw-Hill, 2001), 3.[\/footnote]<\/span><\/p>\r\n<p id=\"cadden_1.0-ch07_s04_s02_p02\" class=\"para editable block no-indent\">The positioning decision is often the critical strategic decision for a company or a brand because the position can be central to customers\u2019 perception and choice decisions. Further, because all elements of the marketing program can potentially affect the position, it is usually necessary to use a positioning strategy as a focus for developing the marketing program. A clear positioning strategy can ensure that the elements of the marketing program are consistent and supportive.<span class=\"footnote\" id=\"cadden_1.0-fn07_033\">[footnote]David A. Aaker and Gary Shansby, \u201cPositioning Your Product,\u201d <em class=\"emphasis\">Business Horizons<\/em>, May\u2013June 1982, 56\u201362.[\/footnote]<\/span><\/p>\r\n<p id=\"cadden_1.0-ch07_s04_s02_p03\" class=\"para editable block no-indent\">Both big and small businesses practice positioning, but small businesses may not know it as positioning. The small business owner thinks about positioning intuitively, does not use the terminology, and does not always know how to promote the position. Additionally, in many if not most small businesses, \u201cthe positioning of products is based on the opinions of the business owner, his or her family, and selected friends and family.\u201d<span class=\"footnote\" id=\"cadden_1.0-fn07_034\">[footnote]\u201cProduct Positioning,\u201d <em class=\"emphasis\">Inc.<\/em>, accessed December 1, 2011, <a class=\"link\" target=\"_blank\" href=\"http:\/\/www.inc.com\/encyclopedia\/product-positioning.html\" rel=\"noopener noreferrer\">www.inc.com\/encyclopedia\/product-positioning.html<\/a>[\/footnote]<\/span> This notwithstanding, an understanding of positioning should be in every small business owner\u2019s tool kit.<\/p>\r\n\r\n<div class=\"video editable block\" id=\"cadden_1.0-ch07_s04_s02_n01\">\r\n<h3 class=\"title\">Video Clip 17.3\u00a0Small-Business Market Position<\/h3>\r\n[embed]http:\/\/www.youtube.com\/v\/Ct3VR_RKbu8[\/embed]\r\n<p class=\"para\">Small-business owners must figure out how the company should be positioned.<\/p>\r\n\r\n<\/div>\r\n<div class=\"video editable block\" id=\"cadden_1.0-ch07_s04_s02_n02\">\r\n<h3 class=\"title\">Video Clip 17.4\u00a0What Is Market Positioning?<\/h3>\r\n[embed]http:\/\/www.youtube.com\/v\/4VxI85DvQjM[\/embed]\r\n<p class=\"para\">A discussion of positioning.<\/p>\r\n\r\n<\/div>\r\n<p id=\"cadden_1.0-ch07_s04_s02_p04\" class=\"para editable block\">Successful positioning of a small business or its brand is built on a well-defined target market combined with solid points of differentiation. There are six approaches to positioning that the small business owner should consider:<span class=\"footnote\" id=\"cadden_1.0-fn07_035\">[footnote]David A. Aaker and Gary Shansby, \u201cPositioning Your Product,\u201d <em class=\"emphasis\">Business Horizons<\/em>, May\u2013June 1982, 56\u201362.[\/footnote]<\/span><\/p>\r\n\r\n<ol id=\"cadden_1.0-ch07_s04_s02_l01\" class=\"orderedlist editable block\">\r\n \t<li><strong class=\"emphasis bold\">Positioning by attribute.<\/strong> The most frequent positioning strategy. The focus is on a particular attribute, a product feature, or customer benefit. <a class=\"link\" target=\"_blank\" href=\"http:\/\/www.cakelove.com\" rel=\"noopener noreferrer\">CakeLove<\/a> in Maryland positions itself as \u201ccakes from scratch\u201d with natural ingredients (not the least of which is butter, lots of it).<\/li>\r\n<\/ol>\r\n<div class=\"callout block\" id=\"cadden_1.0-ch07_s04_s02_n03\">\r\n<h3 class=\"title\">Video Link 17.2\u00a0Welcome to CakeLove<\/h3>\r\n<p id=\"cadden_1.0-ch07_s04_s02_p05\" class=\"para\">An introduction to CakeLove bakery.<\/p>\r\n[embed]https:\/\/vimeo.com\/8942129[\/embed]\r\n\r\n<\/div>\r\n<ol id=\"cadden_1.0-ch07_s04_s02_l02\" class=\"orderedlist editable block\" start=\"2\">\r\n \t<li><strong class=\"emphasis bold\">Positioning by price\/quality.<\/strong> A very pervasive approach to positioning. Some small companies and brands offer more in terms of service, features, or performance, and a higher price serves to signal this higher quality to the customer. As an example, Derry Church Artisan Chocolates are very expensive, but they position themselves as having the very high quality that justifies a high price.<span class=\"footnote\" id=\"cadden_1.0-fn07_036\">[footnote]Jim T. Ryan, \u201cSweet Strategy: Artisan Chocolatier Eyes Internet, Corporate Giving for Growth,\u201d <em class=\"emphasis\">Central Penn Business Journal<\/em>, November 26, 2010, 3\u20136.[\/footnote]<\/span><\/li>\r\n \t<li><strong class=\"emphasis bold\">Positioning by use or application.<\/strong> Focuses on how a product is used or different applications of the product. A solitary custom tailoring shop located in a downtown professional office area could position itself as the only tailor where you can conveniently go \u201cfor lunch.\u201d<\/li>\r\n \t<li><strong class=\"emphasis bold\">Positioning by product user.<\/strong> The focus shifts from the product to the user. <a class=\"link\" target=\"_blank\" href=\"http:\/\/www.kindsnacks.com\/\" rel=\"noopener noreferrer\">KIND Snacks<\/a> are cereal bars positioned as a snack bar for those who are interested in a snack that is wholesome, convenient, tasty, healthy, and \u201ceconomically sustainable and socially impactful.\u201d<span class=\"footnote\" id=\"cadden_1.0-fn07_037\">[footnote]\u201cOur Story,\u201d <em class=\"emphasis\">KIND Healthy Snacks<\/em>, accessed December 8, 2011, <a class=\"link\" target=\"_blank\" href=\"http:\/\/www.kindsnacks.com\/our-story\" rel=\"noopener noreferrer\">www.kindsnacks.com\/our-story<\/a>[\/footnote]<\/span> It is a great snack for hikers and campers.<\/li>\r\n \t<li><strong class=\"emphasis bold\">Positioning by product class.<\/strong> Focuses on product-class associations. A cleaning service that uses only green products and processes can position itself as the green choice in cleaning services. <a class=\"link\" target=\"_blank\" href=\"http:\/\/www.healthyhomescleaning.com\" rel=\"noopener noreferrer\">Healthy Homes Cleaning<\/a> is an example of a green cleaning business.<\/li>\r\n \t<li><strong class=\"emphasis bold\">Positioning with respect to a competitor.<\/strong> Comparing a small business brand to its competitors. Some comparisons will be very direct; others will be subtle.<span class=\"footnote\" id=\"cadden_1.0-fn07_038\"><\/span>[footnote]<span class=\"footnote\" id=\"cadden_1.0-fn07_038\">Dana-Nicoleta Lascu and Kenneth E. Clow, <em class=\"emphasis\">Essentials of Marketing<\/em> (Mason, OH: Atomic Dog Publishing, 2007), 181.<\/span>[\/footnote] A small manufacturer that does not miss delivery times and makes products that are free of flaws can position itself on the basis of timely delivery and manufacturing excellence.<span class=\"footnote\" id=\"cadden_1.0-fn07_039\">[footnote]Lisa Nielsen, \u201cProduct Positioning and Differentiation Strategy,\u201d <em class=\"emphasis\">Chron.com<\/em>, accessed June 1, 2012, <a class=\"link\" target=\"_blank\" href=\"http:\/\/smallbusiness.chron.com\/product-positioning-strategy-3350.html\" rel=\"noopener noreferrer\">http:\/\/smallbusiness.chron.com\/product-positioning -strategy-3350.html<\/a>[\/footnote]<\/span><\/li>\r\n<\/ol>\r\n<div class=\"callout editable block\" id=\"cadden_1.0-ch07_s04_s02_n04\">\r\n<h3 class=\"title\">Joe\u2019s Redhots\u2019 Business Positioning Strategy<\/h3>\r\n<p id=\"cadden_1.0-ch07_s04_s02_p07\" class=\"para\"><em class=\"emphasis\">Joe\u2019s Redhots<\/em> will sell premium-quality hot dogs and other ready-to-eat luncheon products to upscale business people in high-traffic urban locations. <em class=\"emphasis\">Joe\u2019s Redhots<\/em> will be positioned versus other luncheon street vendors as \u201cthe best place to have a quick lunch.\u201d The reasons are that <em class=\"emphasis\">Joe\u2019s Redhots<\/em> have the cleanest carts; the most hygienic servers; the purest, freshest products; and the best value. Prices will be at a slight premium to reflect this superior vending service. <em class=\"emphasis\">Joe\u2019s Redhots<\/em> will also be known for its fun and promotional personality, offering consumers something special every week for monetary savings and fun.<span class=\"footnote\" id=\"cadden_1.0-fn07_040\">[footnote]\u201cPositioning Strategy Statement,\u201d <em class=\"emphasis\">Business Owner\u2019s Toolkit<\/em>, accessed December 1, 2011, <a class=\"link\" target=\"_blank\" href=\"http:\/\/www.toolkit.com\/small_business_guide\/sbg.aspx?nid=P03_7003\" rel=\"noopener noreferrer\">www.toolkit.com\/small_business_guide\/sbg.aspx?nid=P03_7003<\/a>[\/footnote]<\/span><\/p>\r\n\r\n<\/div>\r\n<p id=\"cadden_1.0-ch07_s04_s02_p08\" class=\"para editable block\">The challenge for a small business is to decide which approach to positioning a company or a brand is the best fit. This decision \u201coften means selecting those associations which are to be built upon and emphasized and those associations which are to be removed or de-emphasized.\u201d<span class=\"footnote\" id=\"cadden_1.0-fn07_041\"><\/span>[footnote]<span class=\"footnote\" id=\"cadden_1.0-fn07_041\">David A. Aaker and Gary Shansby, \u201cPositioning Your Product,\u201d <em class=\"emphasis\">Business Horizons<\/em>, May\u2013June 1982, 56\u201362.<\/span>[\/footnote] In the process of writing a positioning statement, something that is encouraged as a way to keep the business on track, be aware of the difference between a broad positioning statement and a narrow positioning statement. A broad statement should encompass enough to allow a company to add products without the need to create a new positioning statement on a frequent basis; a narrow positioning statement puts a company in a \u201cspecialist\u201d position in its market.<span class=\"footnote\" id=\"cadden_1.0-fn07_042\">[footnote]Andy LaPointe, \u201cIs Your Positioning Statement Confusing Your Customers?,\u201d <em class=\"emphasis\">Small Business Branding<\/em>, May 13, 2007, accessed December 1, 2011, <a class=\"link\" target=\"_blank\" href=\"http:\/\/www.smallbusinessbranding.com\/714\/is-your-positioning-statement-confusing-your-customers\" rel=\"noopener noreferrer\">www.smallbusinessbranding.com\/714\/is-your-positioning-statement-confusing -your-customers<\/a>[\/footnote]<\/span> The following are some examples:<\/p>\r\n\r\n<ul id=\"cadden_1.0-ch07_s04_s02_l03\" class=\"itemizedlist editable block\">\r\n \t<li><strong class=\"emphasis bold\">Broad position statement.<\/strong> \u201cProfessional money management services for discerning investors\u201d<\/li>\r\n \t<li><strong class=\"emphasis bold\">Narrow position statement.<\/strong> \u201cEquity strategies for low risk investors\u201d<\/li>\r\n \t<li><strong class=\"emphasis bold\">Broad position statement.<\/strong> \u201cElegant home furnishings at affordable prices\u201d<\/li>\r\n \t<li><strong class=\"emphasis bold\">Narrow position statement.<\/strong> \u201cOak furniture for every room in your house\u201d<span class=\"footnote\" id=\"cadden_1.0-fn07_043\">[footnote]Andy LaPointe, \u201cIs Your Positioning Statement Confusing Your Customers?,\u201d <em class=\"emphasis\">Small Business Branding<\/em>, May 13, 2007, accessed December 1, 2011, <a class=\"link\" target=\"_blank\" href=\"http:\/\/www.smallbusinessbranding.com\/714\/is-your-positioning-statement-confusing-your-customers\" rel=\"noopener noreferrer\">www.smallbusinessbranding.com\/714\/is-your-positioning-statement-confusing -your-customers<\/a>[\/footnote]<a class=\"link\" target=\"_blank\" href=\"http:\/\/www.smallbusinessbranding.com\/714\/is-your-positioning-statement-confusing-your-customers\" rel=\"noopener noreferrer\"><\/a><\/span><\/li>\r\n<\/ul>\r\n<div class=\"key_takeaways editable block\" id=\"cadden_1.0-ch07_s04_s02_n05\">\r\n<div class=\"textbox key-takeaways\">\r\n<h3 itemprop=\"educationalUse\">Key Takeaways<\/h3>\r\n<ul id=\"cadden_1.0-ch07_s04_s02_l04\" class=\"itemizedlist\">\r\n \t<li>Differentiation and positioning considerations are relevant to each element of the marketing mix as well as the onground and online marketplaces.<\/li>\r\n \t<li>Differentiation and positioning can contribute to the competitive advantage of a small business.<\/li>\r\n \t<li>Differentiation is one of the most important and effective marketing tools available to a small business owner.<\/li>\r\n \t<li>Small businesses, both B2B and B2C, can differentiate their companies or brands in many different ways.<\/li>\r\n \t<li>Ideally, differentiation should be done in a way that cannot be imitated by the competition.<\/li>\r\n \t<li>Positioning is about placing a company or a brand in the mind of the consumer in relation to the competition. It is always comparative.<\/li>\r\n \t<li>Small businesses practice positioning as much as larger companies do, but they may not use the terminology.<\/li>\r\n \t<li>All small business owners should understand what positioning is and how they can use it to their advantage.<\/li>\r\n<\/ul>\r\n<\/div>\r\n<\/div>\r\n<div class=\"exercises editable block\" id=\"cadden_1.0-ch07_s04_s02_n06\">\r\n<div class=\"textbox exercises\">\r\n<h3 itemprop=\"educationalUse\">Exercises<\/h3>\r\n<ol id=\"cadden_1.0-ch07_s04_s02_l05\" class=\"orderedlist\">\r\n \t<li>Although The Mill has a very loyal following in New Glasgow, PEI, developing a marketing plan and strategy for the Summerside store will require specific statements of differentiation and positioning. What should they be? Remember that the New Glasgow market may be similar to the Summerside market, but the two markets should not be seen as identical.<\/li>\r\n \t<li>Continuing with the scenario about the small manufacturer of hair-care products for children, how would you differentiate and position the product for competitive advantage?<\/li>\r\n<\/ol>\r\n<\/div>\r\n<\/div>\r\n<\/div>\r\n<\/div>\r\n<div class=\"section\" id=\"cadden_1.0-ch07_s05\" xml:lang=\"en\">\r\n<h1 class=\"title editable block\">Marketing Strategy and Product<\/h1>\r\n<div class=\"learning_objectives editable block\" id=\"cadden_1.0-ch07_s05_n01\">\r\n<div class=\"textbox learning-objectives\">\r\n<h3 itemprop=\"educationalUse\">Learning Objectives<\/h3>\r\n<ol id=\"cadden_1.0-ch07_s05_l01\" class=\"orderedlist\">\r\n \t<li>Understand why product is the key element in the marketing mix.<\/li>\r\n \t<li>Identify the multiple decisions and considerations that factor into product or service development.<\/li>\r\n \t<li>Describe the three product layers and explain why small businesses should pay attention to them.<\/li>\r\n \t<li>Explain the importance of product design to marketing strategy.<\/li>\r\n \t<li>Understand the role of packaging to product success.<\/li>\r\n \t<li>Explain what a brand is and why it is probably a company\u2019s most important asset.<\/li>\r\n \t<li>Explain the implications of the product life cycle for the marketing mix.<\/li>\r\n \t<li>Understand that a company\u2019s website is part of its product or service, whether or not the company sells anything online.<\/li>\r\n \t<li>Explain the decision areas for the company website.<\/li>\r\n<\/ol>\r\n<\/div>\r\n<\/div>\r\n<p id=\"cadden_1.0-ch07_s05_p01\" class=\"para editable block\">The key element in the marketing mix is the product. Without it, price, promotion, and place are moot. The same is true for marketing strategy. Fulfilling a company\u2019s vision and mission and achieving its marketing objectives must be led by the product.<\/p>\r\n<p id=\"cadden_1.0-ch07_s05_p02\" class=\"para editable block no-indent\">There are multiple decisions and considerations that factor into product or service development: features and benefits, product mix, design, brand, the product life cycle, and the company website. Knowing product development issues can be very helpful for even the smallest business that is looking to keep its current product line responsive to the customers while also looking to expand its product line as the company grows (if growth is desired).<\/p>\r\n\r\n<div class=\"figure large medium-height editable block\" id=\"cadden_1.0-ch07_s05_f01\">\r\n<h3 class=\"title\">Figure 17.2 Factors in Product or Service Decisions<\/h3>\r\n<img src=\"http:\/\/pressbooks.library.upei.ca\/smallbusinessmanagement\/wp-content\/uploads\/sites\/23\/2018\/12\/9cd8c8251f9b8ada27e10c0ae765bff6.jpg\" alt=\"image\" \/>\r\n\r\n<\/div>\r\n<div class=\"section\" id=\"cadden_1.0-ch07_s05_s01\">\r\n<h2 class=\"title editable block\">Product Features and Benefits<\/h2>\r\n<p id=\"cadden_1.0-ch07_s05_s01_p01\" class=\"para editable block\">A product has multiple layers: core, augmented, and symbolic. These three layers can help a small business owner understand the product features and benefits that will best deliver value to current and prospective customers. These layers also provide the bases for differentiating and positioning the product. The product layers refer to both products and services and business-to-consumer (B2C) or business-to-business (B2B) customers.<\/p>\r\n\r\n<div class=\"figure large medium-height editable block\" id=\"cadden_1.0-ch07_s05_s01_f01\">\r\n<h3 class=\"title\">Figure 17.3 The Product Layers<\/h3>\r\n<img src=\"http:\/\/pressbooks.library.upei.ca\/smallbusinessmanagement\/wp-content\/uploads\/sites\/23\/2018\/12\/7bdc852bc6fd9fbc0a54401e4a3b0ac4.jpg\" alt=\"image\" \/>\r\n\r\n<\/div>\r\n<p id=\"cadden_1.0-ch07_s05_s01_p02\" class=\"para editable block\">The [pb_glossary id=\"1086\"]<em><strong>core layer<\/strong><\/em>[\/pb_glossary] is the nuts and bolts of a product, its physical anatomy, and its basic features. It is also the basic benefit or problem solution that B2C or B2B customers are looking for. Someone buying an airline ticket, for example, is buying transportation.<span class=\"footnote\" id=\"cadden_1.0-fn07_044\"><\/span>[footnote]<span class=\"footnote\" id=\"cadden_1.0-fn07_044\">Dana-Nicoleta Lascu and Kenneth E. Clow, <em class=\"emphasis\">Essentials of Marketing<\/em> (Mason, OH: Atomic Dog Publishing, 2007), 226.<\/span>[\/footnote] Someone buying an ice cream cone is buying a delicious and fun treat. The core layer is also where considerations of [pb_glossary id=\"1087\"]<em><strong>quality<\/strong><\/em>[\/pb_glossary] begin. Quality \u201crefers to overall product quality, reliability, and the extent to which [the product or the service] meets consumers\u2019 needs,\u201d and the perception of quality has the greatest impact on customer satisfaction.<span class=\"footnote\" id=\"cadden_1.0-fn07_045\">[footnote]Dana-Nicoleta Lascu and Kenneth E. Clow, <em class=\"emphasis\">Essentials of Marketing<\/em> (Mason, OH: Atomic Dog Publishing, 2007), 117.[\/footnote]<\/span> Decisions about design, manufacturing, preparation, ingredients, service delivery, component parts, and process materials all reflect a business\u2019s philosophy about quality.<\/p>\r\n<p class=\"para editable block no-indent\">The <em><strong>[pb_glossary id=\"1510\"]augmented layer[\/pb_glossary]<\/strong><\/em> is where additional value is added via things such as packaging, promotion, warranties, guarantees, brand name, design, financing opportunities where appropriate, prompt and on-time service, and additional services that may enhance a product. The augmented layer for Southwest Airlines is its well-known brand name, its packaging and promotion as a \u201cfun\u201d flying experience, and its \u201cbags fly free\u201d policy. The ice cream cone that is purchased in an old-fashioned ice cream parlor will likely be considered of greater value to many customers than the ice cream cone purchased at a Dairy Queen. It is this layer where many marketing mistakes are made because opportunities are missed.<\/p>\r\n<p class=\"para editable block no-indent\">The <em><strong>[pb_glossary id=\"1088\"]symbolic layer[\/pb_glossary]<\/strong><\/em> captures the meaning of a product to a consumer\u2014its emotional and psychological connections. There are many loyal customers of Southwest Airlines because they really enjoy flying with them. It is inexpensive, convenient, and fun. The old-fashioned ice cream parlor will engender nostalgia and create powerful emotional ties. The most serious marketing errors are made when the symbolic product layer is either ignored or not understood. The power of symbolism should never be underestimated.<\/p>\r\n<p id=\"cadden_1.0-ch07_s05_s01_p03\" class=\"para editable block no-indent\">Every small business should look at its products within the context of the product layers. It is the creativity and imagination of the small business owner with the product layers that can set a business apart. They provide an excellent basis for dissecting an existing product to see where opportunities may have been missed, features could be added or changed, and features or enhancements could be explained more effectively in promotional activities. The product layers should also be used to develop new products that the business plans to introduce.<\/p>\r\n\r\n<\/div>\r\n<div class=\"section\" id=\"cadden_1.0-ch07_s05_s02\">\r\n<h2 class=\"title editable block\">Product Mix<\/h2>\r\n<p id=\"cadden_1.0-ch07_s05_s02_p01\" class=\"para editable block\">All small businesses have a product mix, the selection of products or services that is offered to the marketplace. With respect to the product mix for small companies, a company will usually start out with a limited product mix. However, over time, a company may want to differentiate products or acquire new ones to enter new markets. A company can also sell existing products to new markets by coming up with new uses for its products.<span class=\"footnote\" id=\"cadden_1.0-fn07_046\">[footnote]Rick Suttle, \u201cWhat Is a Product Mix?,\u201d <em class=\"emphasis\">Chron.com<\/em>, accessed December 1, 2011, <a class=\"link\" target=\"_blank\" href=\"http:\/\/smallbusiness.chron.com\/product-mix-639.html\" rel=\"noopener noreferrer\">smallbusiness.chron.com\/product-mix-639.html<\/a>[\/footnote]<\/span> No matter the approach, the product mix needs to be created so that it is responsive to the needs, wants, and desires of the small business\u2019s target market.<\/p>\r\n<p id=\"cadden_1.0-ch07_s05_s02_p02\" class=\"para editable block no-indent\">For small businesses engaged in e-marketing, product selection is a key element for online success. Part of the challenge is deciding which products to market online because some products sell better online than others.<span class=\"footnote\" id=\"cadden_1.0-fn07_047\">[footnote]Jan Zimmerman, <em class=\"emphasis\">Web Marketing for Dummies<\/em>, 2nd ed. (Hoboken, NJ: Wiley, 2009), 101.[\/footnote]<\/span> If a business has a brick-and-mortar presence, a decision must be made whether all the inventory or only part of it will be sold online. Items that sell well online change over time, so it is important to keep up to date on the changes.<span class=\"footnote\" id=\"cadden_1.0-fn07_048\"><\/span>[footnote]<span class=\"footnote\" id=\"cadden_1.0-fn07_048\">Jan Zimmerman, <em class=\"emphasis\">Web Marketing for Dummies<\/em>, 2nd ed. (Hoboken, NJ: Wiley, 2009), 101.<\/span>[\/footnote] A second decision to be made is the number of items in the catalog (i.e., the number of items you will sell). Given intense online competition and shoppers\u2019 desires for good selections, there needs to be a critical mass of products and choices\u2014unless a company is lucky enough to have a very narrow niche with high demand. If a company has only one or two products to sell, the situation should be evaluated to determine whether selling online will be profitable.<span class=\"footnote\" id=\"cadden_1.0-fn07_049\">[footnote]Jan Zimmerman, <em class=\"emphasis\">Web Marketing for Dummies<\/em>, 2nd ed. (Hoboken, NJ: Wiley, 2009), 101\u20132.[\/footnote]<\/span><\/p>\r\n\r\n<\/div>\r\n<div class=\"section\" id=\"cadden_1.0-ch07_s05_s03\">\r\n<h2 class=\"title editable block\">Product Design<\/h2>\r\n<p id=\"cadden_1.0-ch07_s05_s03_p01\" class=\"para editable block\">In his book, <em class=\"emphasis\">Re-imagine! Business Excellence in a Disruptive Age<\/em>,<span class=\"footnote\" id=\"cadden_1.0-fn07_050\"><\/span>[footnote]<span class=\"footnote\" id=\"cadden_1.0-fn07_050\">Tom Peters, <em class=\"emphasis\">Re-imagine! Business Excellence in a Disruptive Age<\/em> (London: Dorling Kindersley Limited, 2003), 132\u201346.<\/span>[\/footnote] Tom Peters devotes two chapters to the importance of design to business success. He says that design is \u201cthe principal reason for emotional attachment (or detachment) relative to a product service or experience\u201d\u2014and he quotes Apple\u2019s CEO, Steve Jobs, in saying that design is the \u201cfundamental soul of a man-made creation.\u201d<span class=\"footnote\" id=\"cadden_1.0-fn07_051\">[footnote]Tom Peters, <em class=\"emphasis\">Re-imagine! Business Excellence in a Disruptive Age<\/em> (London: Dorling Kindersley Limited, 2003), 132\u2013146, as cited in Bob Lamons, \u201cStrong Image Design Creates Passion for Firm, Its Products,\u201d <em class=\"emphasis\">Marketing News<\/em>, April 15, 2005, 7.[\/footnote]<\/span> This is true whether the product comes from a big business or a small business.<\/p>\r\n<p id=\"cadden_1.0-ch07_s05_s03_p02\" class=\"para editable block no-indent\">[pb_glossary id=\"1089\"]<strong>Product design<\/strong>[\/pb_glossary] involves aesthetic properties such as color, shape, texture, and entire form, but it also includes a consideration of function, ergonomics, technology, and usability<span class=\"footnote\" id=\"cadden_1.0-fn07_052\">[footnote]Dana-Nicoleta Lascu and Kenneth E. Clow, <em class=\"emphasis\">Essentials of Marketing<\/em> (Mason, OH: Atomic Dog Publishing, 2007), 242[\/footnote][footnote]Dominic Donaldson, \u201cThe Importance of Good Product Design,\u201d <em class=\"emphasis\">Artipot<\/em>, December 8, 2008, accessed December 1, 2011, <a class=\"link\" target=\"_blank\" href=\"http:\/\/www.artipot.com\/articles\/246078\/the-importance-of-good-product-design.htm\" rel=\"noopener noreferrer\">www.artipot.com\/articles\/246078\/the -importance-of-good-product-design.htm<\/a>[\/footnote]<\/span>\u00a0as well as touch, taste, smell, sight, and sound. The pulling together of these things, as appropriate to the specific product or service being designed, should result in a design that matches customer expectations. \u201cDesign represents a basic, intrinsic value in all products and services.\u201d<span class=\"footnote\" id=\"cadden_1.0-fn07_053\">[footnote]Ted Mininni, \u201cDesign: The New Corporate Marketing Strategy,\u201d <em class=\"emphasis\">MarketingProfs<\/em>, November 5, 2005, accessed December 1, 2011, <a class=\"link\" target=\"_blank\" href=\"http:\/\/www.marketingprofs.com\/articles\/2005\/1670\/design-the-new-corporate-marketing-strategy\" rel=\"noopener noreferrer\">www.marketingprofs.com\/articles\/2005\/1670\/design-the-new-corporate-marketing-strategy<\/a>[\/footnote]<\/span><\/p>\r\n<p id=\"cadden_1.0-ch07_s05_s03_p03\" class=\"para editable block no-indent\">Design offers a powerful way to differentiate and position a company\u2019s products and services, often giving company a competitive edge.<span class=\"footnote\" id=\"cadden_1.0-fn07_054\"><\/span>[footnote]<span class=\"footnote\" id=\"cadden_1.0-fn07_054\">Philip Kotler and Kevin Lane Keller, <em class=\"emphasis\">Marketing Management<\/em> (Upper Saddle River, NJ: Pearson Prentice Hall, 2009), 325.<\/span>[\/footnote] Improved profit margins from increased sales and increased market share are often the result. It is essential to get the visual design of a product right for the market you are appealing to. It can make the difference between selling a product\u2014or not.<span class=\"footnote\" id=\"cadden_1.0-fn07_055\">[footnote]Dominic Donaldson, \u201cThe Importance of Good Product Design,\u201d <em class=\"emphasis\">Artipot<\/em>, December 8, 2008, accessed December 1, 2011, <a class=\"link\" target=\"_blank\" href=\"http:\/\/www.artipot.com\/articles\/246078\/the-importance-of-good-product-design.htm\" rel=\"noopener noreferrer\">www.artipot.com\/articles\/246078\/the -importance-of-good-product-design.htm<\/a>[\/footnote]<a class=\"link\" target=\"_blank\" href=\"http:\/\/www.artipot.com\/articles\/246078\/the-importance-of-good-product-design.htm\" rel=\"noopener noreferrer\"><\/a><\/span><\/p>\r\n<p id=\"cadden_1.0-ch07_s05_s03_p04\" class=\"para editable block no-indent\">Design is particularly important in making and marketing retail services, apparel, packaged goods, and durable equipment. The designer must figure out how much to invest in form, feature development, performance, conformance, durability, reliability, repairability, and style. To the company, a well-designed product is one that is easy to manufacture and distribute. To the customer, a well-designed product is one that is pleasant to look at and easy to open, install, use, repair, and dispose of. The designer must take all these factors into account.<\/p>\r\n<p id=\"cadden_1.0-ch07_s05_s03_p05\" class=\"para editable block no-indent\">The arguments for good design are particularly compelling for smaller consumer products companies and start-ups that do not have big advertising dollars.<span class=\"footnote\" id=\"cadden_1.0-fn07_056\">[footnote]Philip Kotler and Kevin Lane Keller, <em class=\"emphasis\">Marketing Management<\/em> (Upper Saddle River, NJ: Pearson Prentice Hall, 2009), 325.[\/footnote]<\/span><\/p>\r\n<p id=\"cadden_1.0-ch07_s05_s03_p06\" class=\"para editable block no-indent\"><a class=\"link\" target=\"_blank\" href=\"http:\/\/www.quirky.com\" rel=\"noopener noreferrer\">Quirky.com<\/a> is a small business that has taken product design to a whole new level: collaboration. First seen as a \u201cbold but ultimately wild-eyed idea,\u201d<span class=\"footnote\" id=\"cadden_1.0-fn07_057\">[footnote]Cliff Kuang, \u201cProduct-Design Startup Quirky Gets $6 Million in VC Funding,\u201d <em class=\"emphasis\">Fast Company<\/em>, April 7, 2010, accessed December 1, 2011, <a class=\"link\" target=\"_blank\" href=\"http:\/\/www.fastcompany.com\/1609737\/product-design-startup-quirky-gets-6-million-in-vc-funding\" rel=\"noopener noreferrer\">www.fastcompany.com\/1609737\/product-design-startup-quirky-gets-6-million-in-vc-funding<\/a>[\/footnote]<\/span> Quirky recently secured $6 million in venture financing. A company like this could be very helpful to a small business that is looking to introduce a new product.<\/p>\r\n\r\n<div class=\"video editable block\" id=\"cadden_1.0-ch07_s05_s03_n01\">\r\n<h3 class=\"title\">Video Clip 17.5\u00a0Quirky\u2019s Ben Kaufman on Innovation<\/h3>\r\n[embed]http:\/\/www.youtube.com\/v\/FFOvzxxQx8c[\/embed]\r\n<p class=\"para\">An innovative approach to product design: collaboration.<\/p>\r\n\r\n<\/div>\r\n<p id=\"cadden_1.0-ch07_s05_s03_p07\" class=\"para editable block\">Design issues also apply to services. Some of the design issues for services that are delivered in a store (e.g., dry cleaning, repair, and restaurant) are the same as for any retail store: the design of the physical space, the appearance of the personnel, the helpfulness of the personnel, the ease of ordering, and the quality of service delivery. For services that are performed at a customer\u2019s home or at a business site, the design issues include timeliness; the appearance and helpfulness of personnel; the quality of installation, service, and repair; and the ease of ordering the service. The special characteristics of services (i.e., [pb_glossary id=\"1147\"]<strong>intangibility<\/strong>[\/pb_glossary], [pb_glossary id=\"1148\"]<em><strong>perishability<\/strong><\/em>[\/pb_glossary], [pb_glossary id=\"1149\"]<strong>inseparability<\/strong>[\/pb_glossary], and [pb_glossary id=\"1150\"]<strong>variability<\/strong>[\/pb_glossary], as defined in <a class=\"xref\" href=\"#cadden_1.0-ch07_s05_s03_f01\">Figure 17.4 \"The Characteristics of Services\"<\/a>) present design challenges that are different from those faced by physical products.<\/p>\r\n\r\n<div class=\"figure large medium-height editable block\" id=\"cadden_1.0-ch07_s05_s03_f01\">\r\n<h3>Figure 17.4 The Characteristics of Services<\/h3>\r\n<img src=\"http:\/\/pressbooks.library.upei.ca\/smallbusinessmanagement\/wp-content\/uploads\/sites\/23\/2018\/12\/d2c246a3a422574b3f1d932e25cbd1f8.jpg\" alt=\"image\" \/>\r\n<div class=\"copyright\">\r\n<p class=\"para\">Source:[footnote]Adapted from Dana-Nicoleta Lascu and Kenneth E. Clow, <em class=\"emphasis\">Essentials of Marketing<\/em> (Mason, OH: Atomic Dog Publishing, 2007), 264\u201368.[\/footnote]<\/p>\r\n\r\n<\/div>\r\n<\/div>\r\n<p id=\"cadden_1.0-ch07_s05_s03_p08\" class=\"para editable block\">Whether a small business is offering a product, a service, or a combination of the two to either the B2C or B2B marketplace, there is no question that excellent product design is a gateway to business success.<\/p>\r\n\r\n<\/div>\r\n<div class=\"section\" id=\"cadden_1.0-ch07_s05_s04\">\r\n<h2 class=\"title editable block\">Packaging Design<\/h2>\r\n<p id=\"cadden_1.0-ch07_s05_s04_p01\" class=\"para editable block\">The design of the product or the service package is another decision component of the product. [pb_glossary id=\"1091\"]<em><strong>Packaging<\/strong><\/em>[\/pb_glossary] can be defined as \u201call the activities of designing and producing the container for a product.\u201d<span class=\"footnote\" id=\"cadden_1.0-fn07_058\">[footnote]Philip Kotler and Kevin Lane Keller, <em class=\"emphasis\">Marketing Management<\/em> (Upper Saddle River, NJ: Pearson Prentice Hall, 2009), 239.[\/footnote]<\/span> Packages \u201cengage us consciously and unconsciously. They are physical structures but at the same time they are very much about illusion. They appeal to our emotions as well as to our reason.\u201d<span class=\"footnote\" id=\"cadden_1.0-fn07_059\">[footnote]Randall Frost, \u201cPackaging Your Brand\u2019s Personality,\u201d <em class=\"emphasis\">Brandchannel<\/em>, October 3, 2005, accessed December 1, 2011, <a class=\"link\" target=\"_blank\" href=\"http:\/\/www.brandchannel.com\/features_effect.asp?pf_id=283\" rel=\"noopener noreferrer\">www.brandchannel.com\/features_effect.asp?pf_id =283<\/a>[\/footnote]<\/span> Thus the package communicates both emotional and functional benefits to the buyer, and it can be a powerful means of product differentiation. A well-designed package can build brand equity and drive sales.<span class=\"footnote\" id=\"cadden_1.0-fn07_060\">[footnote]Philip Kotler and Kevin Lane Keller, <em class=\"emphasis\">Marketing Management<\/em> (Upper Saddle River, NJ: Pearson Prentice Hall, 2009), 339.[\/footnote]<\/span> A poorly designed package can turn the customer off and can lead to wrap rage\u2014the anger and frustration that results from not being able to readily access a product, which often leads to injuries. Although difficult-to-open packaging may be seen as necessary by the manufacturers and retailers, it does not do much for a positive customer experience.<\/p>\r\n\r\n<div class=\"video editable block\" id=\"cadden_1.0-ch07_s05_s04_n01\">\r\n<h3 class=\"title\">Video Clip 17.6\u00a0Wrap Rage<\/h3>\r\n[embed]http:\/\/www.youtube.com\/v\/qxlDdfhyTzY[\/embed]\r\n<p class=\"para\">Wrap rage: what it is about, with examples.<\/p>\r\n\r\n<\/div>\r\n<div class=\"video editable block\" id=\"cadden_1.0-ch07_s05_s04_n02\">\r\n<h3 class=\"title\">Video Clip 17.7\u00a0Opening Plastic Clamshells with a Can Opener<\/h3>\r\n[embed]http:\/\/www.youtube.com\/v\/uyw2AxcC9xE[\/embed]\r\n<p class=\"para\">Plastic clamshell packages inspire wrap rage. They are easier to open if you start with a can opener.<\/p>\r\n\r\n<\/div>\r\n<\/div>\r\n<div class=\"section\" id=\"cadden_1.0-ch07_s05_s05\">\r\n<h2 class=\"title editable block\">Brand<\/h2>\r\n<p id=\"cadden_1.0-ch07_s05_s05_p01\" class=\"para editable block\">A [pb_glossary id=\"1092\"]<strong>brand<\/strong>[\/pb_glossary] is defined by the American Marketing Association as \u201ca name, term, sign, symbol, or design, or a combination of them, intended to identify the goods or services of one seller or group of sellers and to differentiate them from those of competitors\u2026A brand may identify one item, a family of items, or all items of that seller. If used for the firm as a whole, the preferred term is trade name.\u201d<span class=\"footnote\" id=\"cadden_1.0-fn07_061\">[footnote]\u201cBrand,\u201d <em class=\"emphasis\">American Marketing Association<\/em>, accessed December 1, 2011, <a class=\"link\" target=\"_blank\" href=\"http:\/\/www.marketingpower.com\/_layouts\/Dictionary.aspx?dLetter=B\" rel=\"noopener noreferrer\">www.marketingpower.com\/_layouts\/Dictionary.aspx?dLetter=B<\/a>[\/footnote]<\/span> A brand is a promise to the consumer that certain expectations will be met, a promise that\u2014if broken\u2014may result in the loss of that customer. A company\u2019s brand is probably its most important asset.<\/p>\r\n\r\n<div class=\"video editable block\" id=\"cadden_1.0-ch07_s05_s05_n01\">\r\n<h3 class=\"title\">Video Clip 17.8\u00a0A Brand Is More Than a Logo<\/h3>\r\n[embed]http:\/\/www.youtube.com\/v\/WTeO0lf_CV0[\/embed]\r\n<p class=\"para\">What a brand is all about.<\/p>\r\n\r\n<\/div>\r\n<p id=\"cadden_1.0-ch07_s05_s05_p02\" class=\"para editable block\">Building a brand is an ongoing process for a small business because it wants a memorable identity. It is important for the business to constantly monitor its brand to ensure that it represents the core values and needs of its existing and potential customers.<span class=\"footnote\" id=\"cadden_1.0-fn07_062\">[footnote]Miranda Brookins, \u201cHow to Brand a Business,\u201d <em class=\"emphasis\">Chron.com<\/em>, accessed December 1, 2011, <a class=\"link\" target=\"_blank\" href=\"http:\/\/smallbusiness.chron.com\/brand-business-211.html\" rel=\"noopener noreferrer\">smallbusiness.chron.com\/brand-business-211.html<\/a>[\/footnote]<\/span> The brand needs to reach people on an emotional level because customers ultimately make decisions on an emotional level, not a logical level.<span class=\"footnote\" id=\"cadden_1.0-fn07_063\"><\/span>[footnote]<span class=\"footnote\" id=\"cadden_1.0-fn07_063\">Marc Gobe, <em class=\"emphasis\">Emotional Branding: The New Paradigm for Connecting Brands to People<\/em> (New York: Allworth Press, 2001), xv.<\/span>[\/footnote] For this reason, a small business should think in terms of tapping into as many senses as possible with its brand. \u201cAlmost our entire understanding of the world is experienced through our senses. Our senses are our link to memory and can tap right into emotion.\u201d<span class=\"footnote\" id=\"cadden_1.0-fn07_064\"><\/span>[footnote]<span class=\"footnote\" id=\"cadden_1.0-fn07_064\">Martin Lindstrom, <em class=\"emphasis\">Brand Sense: Build Powerful Brands through Touch, Taste, Smell, Sight, and Sound<\/em> (New York: Free Press, 2005), 10.<\/span>[\/footnote] Scenting the air of a store with a fresh fragrance could be a powerful contributor to the store\u2019s brand.<\/p>\r\n<p id=\"cadden_1.0-ch07_s05_s05_p03\" class=\"para editable block no-indent\">Whether a small business wants to keep its brand (but may be monitoring it) or is looking to [pb_glossary id=\"1526\"]<strong>rebrand<\/strong>[\/pb_glossary], there are four fundamental qualities of great brands that should be kept in mind:<span class=\"footnote\" id=\"cadden_1.0-fn07_065\">[footnote]Adapted from Patrick Barwise and Sean Meehan, \u201cThe One Thing You Must Get Right When Building a Brand,\u201d <em class=\"emphasis\">Harvard Business Review<\/em>, December 2010, 80\u201384.[\/footnote]<\/span><\/p>\r\n\r\n<ol id=\"cadden_1.0-ch07_s05_s05_l01\" class=\"orderedlist editable block\">\r\n \t<li>They offer and communicate a clear, relevant <em class=\"emphasis\">customer promise<\/em>, such as fun, speedy delivery, or superior taste.<\/li>\r\n \t<li>They <em class=\"emphasis\">build trust<\/em> by delivering on that promise. Keeping a customer informed when something goes wrong can help build and retain trust.<\/li>\r\n \t<li>They drive the market by <em class=\"emphasis\">continually improving<\/em> the promise. A small business should always be looking to make things better for its customers. Think in terms of the total customer experience.<\/li>\r\n \t<li>They seek further advantage by <em class=\"emphasis\">innovating beyond the familiar<\/em>. If a small business focuses on the customer experience, there are undoubtedly ways to improve the brand by adding the unexpected.<\/li>\r\n<\/ol>\r\n<p id=\"cadden_1.0-ch07_s05_s05_p04\" class=\"para editable block\">The ultimate objective is to have a brand that delivers a clear message, is easy to pronounce, confirms a company\u2019s credibility, makes an emotional connection with the target market, motivates the buyer, and solidifies customer loyalty.<span class=\"footnote\" id=\"cadden_1.0-fn07_066\">[footnote]<\/span><span class=\"footnote\" id=\"cadden_1.0-fn07_066\">Laura Lake, \u201cWhat Is Branding and How Important Is It to Your Marketing Strategy?,\u201d <em class=\"emphasis\">About.com<\/em>, accessed December 1, 2011, <a class=\"link\" target=\"_blank\" href=\"http:\/\/marketing.about.com\/cs\/brandmktg\/a\/whatisbranding.htm\" rel=\"noopener noreferrer\">marketing.about.com\/cs\/brandmktg\/a\/whatisbranding.htm<\/a>[\/footnote][footnote]Dana-Nicoleta Lascu and Kenneth E. Clow, <em class=\"emphasis\">Essentials of Marketing<\/em> (Mason, OH: Atomic Dog Publishing, 2007), 230.[\/footnote]<\/span><\/p>\r\n\r\n<div class=\"video editable block\" id=\"cadden_1.0-ch07_s05_s05_n02\">\r\n<h3 class=\"title\">Video Clip 17.9\u00a0Good Branding Will Build a Company<\/h3>\r\n[embed]http:\/\/www.youtube.com\/v\/zicXpZDG7HM[\/embed]\r\n<p class=\"para\">A strong branding and marketing strategy is an investment that will pay dividends for years to come.<\/p>\r\n\r\n<\/div>\r\n<div class=\"video editable block\" id=\"cadden_1.0-ch07_s05_s05_n03\">\r\n<h3 class=\"title\">Video Clip 17.10\u00a0How to Create a Great Brand<\/h3>\r\n[embed]https:\/\/www.youtube.com\/watch?v=rzbXht7MJVM[\/embed]\r\n<p class=\"para\">A small business owner talks about the importance and mechanisms of creating a strong and memorable company brand.<\/p>\r\n\r\n<h3>Video Clip 17.11\u00a0How to grow a small business<\/h3>\r\n[embed]https:\/\/www.youtube.com\/watch?v=D7tF-cY2M9o[\/embed]\r\n\r\nJack Ma - Aliexpress.com; Alibaba Group\r\n\r\n<\/div>\r\n<\/div>\r\n<div class=\"section\" id=\"cadden_1.0-ch07_s05_s06\">\r\n<h2 class=\"title editable block\">Product Life Cycle<\/h2>\r\n<p id=\"cadden_1.0-ch07_s05_s06_p01\" class=\"para editable block\">Every product has a life span. Some are longer than others. The pet rock had a very short life span. The automobile is still going strong. Some products or services experience an early death, not able to make it very far out the door. Take, for example, Colgate Kitchen Entrees (yes, as in the toothpaste); Cosmopolitan Yogurt (off the shelves in eighteen months); and Ben-Gay Aspirin (the idea of swallowing Ben-Gay was not a winner).<span class=\"footnote\" id=\"cadden_1.0-fn07_067\">[footnote]\u201cTop 25 Biggest Product Flops of All Time,\u201d <em class=\"emphasis\">Daily Finance<\/em>, accessed December 1, 2011, <a class=\"link\" target=\"_blank\" href=\"http:\/\/www.dailyfinance.com\/photos\/top-25-biggest-product-flops-of-all-time\" rel=\"noopener noreferrer\">www.dailyfinance.com\/photos\/top-25-biggest-product-flops-of-all-time<\/a>[\/footnote]<\/span><\/p>\r\n<p id=\"cadden_1.0-ch07_s05_s06_p02\" class=\"para editable block no-indent\">Even the big guys make mistakes, so small businesses are not immune from product goofs. The products that do make it, however, go through what is known as the [pb_glossary id=\"1093\"]<strong>product life cycle (PLC)<\/strong>[\/pb_glossary] defined as \u201cthe performance of the product in terms of sales and profits over time.\u201d<span class=\"footnote\" id=\"cadden_1.0-fn07_068\">[footnote]Dana-Nicoleta Lascu and Kenneth E. Clow, <em class=\"emphasis\">Essentials of Marketing<\/em> (Mason, OH: Atomic Dog Publishing, 2007), 244.[\/footnote]<\/span> The traditional PLC is shown in <a class=\"xref\" href=\"#cadden_1.0-ch07_s05_s06_f01\">Figure 17.5 \"The Traditional Product Life Cycle\"<\/a>.<\/p>\r\n\r\n<div class=\"figure large medium-height editable block\" id=\"cadden_1.0-ch07_s05_s06_f01\">\r\n<p class=\"title\"><strong><span class=\"title-prefix\">Figure 17.5<\/span> The Traditional Product Life Cycle<\/strong><\/p>\r\n<img src=\"http:\/\/pressbooks.library.upei.ca\/smallbusinessmanagement\/wp-content\/uploads\/sites\/23\/2018\/12\/d6304b2683e978ba7e5335b29f11df04.jpg\" alt=\"image\" \/>\r\n<div class=\"copyright\">\r\n<p class=\"para\">Source:[footnote]\u201cThe Product Life Cycle,\u201d <em class=\"emphasis\">NetMBA<\/em>, accessed December 2, 2011, <a class=\"link\" target=\"_blank\" href=\"http:\/\/www.netmba.com\/marketing\/product\/lifecycle\" rel=\"noopener noreferrer\">http:\/\/www.netmba.com\/marketing\/product\/lifecycle<\/a>[\/footnote]<\/p>\r\n\r\n<\/div>\r\n<\/div>\r\n<p id=\"cadden_1.0-ch07_s05_s06_p03\" class=\"para editable block\">Small-business owners should understand the PLC because there are specific implications for marketing strategy. The [pb_glossary id=\"1094\"]<em><strong>product development (incubation) stage<\/strong><\/em>[\/pb_glossary] is when a product is being prepared for sale. There are costs but no sales. The <em><strong>[pb_glossary id=\"1095\"]product introduction stage[\/pb_glossary]<\/strong><\/em> is when a product is available to buy for the first time. Sales will generally be low but increasing, marketing expenses will be high, and profits will be typically low or nonexistent. The focus of the marketing strategy will be to create awareness, establish a market, and create demand for the product.<span class=\"footnote\" id=\"cadden_1.0-fn07_069\">[footnote]Philip Kotler and Kevin Lane Keller, <em class=\"emphasis\">Marketing Management<\/em> (Upper Saddle River, NJ: Pearson Prentice Hall, 2009), 339[\/footnote][footnote]Dana-Nicoleta Lascu and Kenneth E. Clow, <em class=\"emphasis\">Essentials of Marketing<\/em> (Mason, OH: Atomic Dog Publishing, 2007), 244[\/footnote][footnote]Kristie Lorette, \u201cHow Would the Marketing Mix Change at Different Stages of the Product Life Cycle?,\u201d <em class=\"emphasis\">Chron.com<\/em>, accessed December 1, 2011, <a class=\"link\" target=\"_blank\" href=\"http:\/\/smallbusiness.chron.com\/would-marketing-mix-change-different-stages-product-life-cycle-3283.html\" rel=\"noopener noreferrer\">smallbusiness.chron.com\/would-marketing-mix-change-different-stages-product-life-cycle-3283.html<\/a>[\/footnote]<\/span><\/p>\r\n<p class=\"para editable block no-indent\">The [pb_glossary id=\"1096\"]<em><strong>product growth stage<\/strong><\/em>[\/pb_glossary] is when sales grow rapidly as the target market adopts a product and competition enters the marketplace once it observes the success. Marketing strategy should focus on differentiation and building a brand preference. There is substantial profit improvement.<span class=\"footnote\" id=\"cadden_1.0-fn07_070\">[footnote]Philip Kotler and Kevin Lane Keller, <em class=\"emphasis\">Marketing Management<\/em> (Upper Saddle River, NJ: Pearson Prentice Hall, 2009), 339[\/footnote][footnote]Dana-Nicoleta Lascu and Kenneth E. Clow, <em class=\"emphasis\">Essentials of Marketing<\/em> (Mason, OH: Atomic Dog Publishing, 2007), 244[\/footnote][footnote]Kristie Lorette, \u201cHow Would the Marketing Mix Change at Different Stages of the Product Life Cycle?,\u201d <em class=\"emphasis\">Chron.com<\/em>, accessed December 1, 2011, <a class=\"link\" target=\"_blank\" href=\"http:\/\/smallbusiness.chron.com\/would-marketing-mix-change-different-stages-product-life-cycle-3283.html\" rel=\"noopener noreferrer\">smallbusiness.chron.com\/would-marketing-mix-change-different-stages-product-life-cycle-3283.html<\/a>[\/footnote]<\/span> Rapid growth must be managed carefully so that the company does not succeed into failure.<\/p>\r\n<p class=\"para editable block no-indent\">The [pb_glossary id=\"1097\"]<em><strong>product maturity stage<\/strong><\/em>[\/pb_glossary] is characterized by slow growth because most of the buyers interested in a product have bought it. Sales may increase but slowly due to intense price competition. Profits stabilize or decline. The marketing strategy must focus on getting people to switch brands by using special promotions and incentives.<span class=\"footnote\" id=\"cadden_1.0-fn07_071\">[footnote]Philip Kotler and Kevin Lane Keller, <em class=\"emphasis\">Marketing Management<\/em> (Upper Saddle River, NJ: Pearson Prentice Hall, 2009), 339[\/footnote][footnote]Dana-Nicoleta Lascu and Kenneth E. Clow, <em class=\"emphasis\">Essentials of Marketing<\/em> (Mason, OH: Atomic Dog Publishing, 2007), 244[\/footnote][footnote]Kristie Lorette, \u201cHow Would the Marketing Mix Change at Different Stages of the Product Life Cycle?,\u201d <em class=\"emphasis\">Chron.com<\/em>, accessed December 1, 2011, <a class=\"link\" target=\"_blank\" href=\"http:\/\/smallbusiness.chron.com\/would-marketing-mix-change-different-stages-product-life-cycle-3283.html\" rel=\"noopener noreferrer\">smallbusiness.chron.com\/would-marketing-mix-change-different-stages-product-life-cycle-3283.html<\/a>[\/footnote]<\/span><\/p>\r\n<p class=\"para editable block no-indent\">The <em><strong>[pb_glossary id=\"1098\"]product decline stage[\/pb_glossary]<\/strong><\/em> is when sales decline and profits erode. A product has become obsolete because of an innovation (think VHS to DVD to Blu-Ray) or the tastes of the target market have changed. The marketing strategy works to reinforce the brand image of the product. The product may be dropped from the product line or rejuvenated if possible and practical.<\/p>\r\n<p id=\"cadden_1.0-ch07_s05_s06_p04\" class=\"para editable block no-indent\">There are many small business owners who may not see the PLC as applying to their products or services. After all, accounting services are accounting services, a luncheonette is a luncheonette, and hardware is hardware. Thinking this way would be a mistake. Accounting practices change, people\u2019s tastes change, hardware solutions change, and government regulation inserts itself. What is successful today may not be successful tomorrow. The PLC provides guidance for watching how a product or a service progresses in the marketplace so that the necessary marketing strategy steps can be taken.<\/p>\r\n\r\n<div class=\"callout editable block\" id=\"cadden_1.0-ch07_s05_s06_n01\">\r\n<h3 class=\"title\">The New Product Development Process<\/h3>\r\n<p id=\"cadden_1.0-ch07_s05_s06_p05\" class=\"para\">If the development of a new product is being considered, the following steps are suggested as guidance:<\/p>\r\n\r\n<ul id=\"cadden_1.0-ch07_s05_s06_l01\" class=\"itemizedlist\">\r\n \t<li><strong class=\"emphasis bold\">Generate new product ideas.<\/strong> Search for ideas for new products.<\/li>\r\n \t<li><strong class=\"emphasis bold\">Screen new product ideas.<\/strong> Make sure the product fits the target market and the overall mission of the business.<\/li>\r\n \t<li><strong class=\"emphasis bold\">Develop and evaluate new product concepts.<\/strong> Develop product concepts and determine how consumers will view and use the product.<\/li>\r\n \t<li><strong class=\"emphasis bold\">Perform a product business analysis.<\/strong> Calculate projected business costs, return on investment, cash flow, and the long-term fixed and variable costs. Long-term fixed costs are production costs that do not vary with the number of units produced (e.g., annual rent). Long-term variable costs are production costs that vary with the number of units produced (e.g., selling more hot dogs will require more hot dogs, ketchup, mustard, and relish).<\/li>\r\n \t<li><strong class=\"emphasis bold\">Design and develop the product.<\/strong> Develop a product prototype. A product prototype is an exact match to the product description developed in the concept development and evaluation stages. It is a sample.<\/li>\r\n \t<li><strong class=\"emphasis bold\">Test market the product.<\/strong> Introduce the product to a market to find out how the product will be received when it is introduced for real. The test market should be as close as possible in terms of characteristics (e.g., demographics) as the target market. For a small business, an appropriate test market might be a few select customers.<\/li>\r\n \t<li><strong class=\"emphasis bold\">Launch the product or the service.<\/strong> The product is introduced to the full marketplace.<span class=\"footnote\" id=\"cadden_1.0-fn07_072\">[footnote]Dana-Nicoleta Lascu and Kenneth E. Clow, <em class=\"emphasis\">Essentials of Marketing<\/em> (Mason, OH: Atomic Dog Publishing, 2007), 239\u201343.[\/footnote]<\/span><\/li>\r\n<\/ul>\r\n<\/div>\r\n<\/div>\r\n<div class=\"section\" id=\"cadden_1.0-ch07_s05_s07\">\r\n<h2 class=\"title editable block\">The Company Website<\/h2>\r\n<p id=\"cadden_1.0-ch07_s05_s07_p01\" class=\"para editable block\">A company\u2019s website is part of its product or service. The conventional wisdom is that all businesses should have a website. The reality is that there are many small businesses that do very well for themselves without a web presence. The small local deli, accounting or insurance services, a legal firm, a liquor store, or a dental office may not see the need for a website. At the same time, customers are increasingly expecting a web presence, so any small business that does not have a website runs the risk of losing sales because of it. The time may also be approaching when not having a website will be perceived as odd, with questions raised as to the seriousness of the business. Every small business without a website should determine whether this matters to them or not.<\/p>\r\n<p id=\"cadden_1.0-ch07_s05_s07_p02\" class=\"para editable block no-indent\">This section about the company website is targeted to the small business that has a web presence already or is planning to have one. A small business owner should have a basic understanding of website design to contribute to the discussion and communicate effectively when working with professionals<span class=\"footnote\" id=\"cadden_1.0-fn07_073\"><\/span>[footnote]<span class=\"footnote\" id=\"cadden_1.0-fn07_073\">Efraim Turban et al., <em class=\"emphasis\">Electronic Commerce: A Managerial Perspective<\/em> (Upper Saddle River, NJ: Pearson Prentice Hall, 2008), 751.<\/span>[\/footnote]\u2014as well as to organize the owner\u2019s visceral reaction when it is time to evaluate other websites, plan the company\u2019s website, or revise the company\u2019s current website.<span class=\"footnote\" id=\"cadden_1.0-fn07_074\">[footnote]Jan Zimmerman, <em class=\"emphasis\">Web Marketing for Dummies<\/em>, 2nd ed. (Hoboken, NJ: Wiley, 2009), 67.[\/footnote]<\/span> In addition, any commitment to e-marketing requires a website.<\/p>\r\n<p id=\"cadden_1.0-ch07_s05_s07_p03\" class=\"para editable block no-indent\">Stanford University\u2019s Persuasive Technology Lab found that people quickly evaluate a website by visual design alone, with the visual design setting the tone for the user\u2019s experience.<span class=\"footnote\" id=\"cadden_1.0-fn07_075\"><\/span>[footnote]<span class=\"footnote\" id=\"cadden_1.0-fn07_075\">Lorrie Thomas, <em class=\"emphasis\">Online Marketing<\/em> (New York: McGraw-Hill, 2011), 22\u201323.<\/span>[\/footnote] \u201cImage is everything online. Good design evokes trust, makes navigation clear, establishes branding, appeals to target customers, and makes them feel good about doing business with the website they are on. Design does not have to be expensive for it to work. It does, however, need to represent an organization and appeal to a visitor. Professional design is not something organizations spend money on; it is something <em class=\"emphasis\">they invest in to support trust, positioning, and long-term marketing<\/em>\u201d (emphasis added).<span class=\"footnote\" id=\"cadden_1.0-fn07_076\">[footnote]Lorrie Thomas, <em class=\"emphasis\">Online Marketing<\/em> (New York: McGraw-Hill, 2011), 23.[\/footnote]<\/span><\/p>\r\n<p id=\"cadden_1.0-ch07_s05_s07_p04\" class=\"para editable block no-indent\">This section of the chapter discusses website objectives and the fundamental design elements: layout, color, typography, graphics, interactivity, navigation, usability, content, and performance. User experience is also discussed.<\/p>\r\n\r\n<div class=\"video editable block\" id=\"cadden_1.0-ch07_s05_s07_n01\">\r\n<h3 class=\"title\">Video Clip 17.12\u00a0Top Web Design Mistakes Small and Large Businesses Make<\/h3>\r\n[embed]http:\/\/www.youtube.com\/v\/022tMCnizgQ[\/embed]\r\n<p class=\"para\">Four mistakes that small businesses should watch for when designing their websites.<\/p>\r\n\r\n<\/div>\r\n<div class=\"section\" id=\"cadden_1.0-ch07_s05_s07_s01\">\r\n<h2 class=\"title editable block\">Website Objectives<\/h2>\r\n<p id=\"cadden_1.0-ch07_s05_s07_s01_p01\" class=\"para editable block\">\u201cThe goal of any Web site is to deliver quality content to its intended audience and to do so with an elegant design.\u201d<span class=\"footnote\" id=\"cadden_1.0-fn07_077\">[footnote]Efraim Turban et al., <em class=\"emphasis\">Electronic Commerce: A Managerial Perspective<\/em> (Upper Saddle River, NJ: Pearson Prentice Hall, 2008), 751.[\/footnote]<\/span> [pb_glossary id=\"1099\"]<em><strong>Website objectives<\/strong><\/em>[\/pb_glossary] define what a company wants its website to do. For example, a website can build awareness of the business; build awareness of particular brands or services; distribute information to supporters, customers, and stakeholders on products or issues; sell products or services; build relationships with customers; develop a new marketing strategy or reinforce an existing strategy; manage an event (e.g., online registration and payment); build the company image; and gather marketing research by collecting data from users or conducting online surveys.<span class=\"footnote\" id=\"cadden_1.0-fn07_078\">[footnote]\u201cWhat Are the Objectives of Your Web Site?,\u201d <em class=\"emphasis\">3w designs<\/em>, accessed December 1, 2011, <a class=\"link\" target=\"_blank\" href=\"http:\/\/www.3w-designs.co.uk\/textonly\/new-web-site-aims.html\" rel=\"noopener noreferrer\">www.3w-designs.co.uk\/textonly\/new-web-site-aims.html<\/a>[\/footnote]<\/span> Clear-cut objectives will increase the chances that a company\u2019s website design and content will work to achieve those objectives.<span class=\"footnote\" id=\"cadden_1.0-fn07_079\">[footnote]Ottavio Storace, \u201cHow to Build a Web Site That Achieves Objectives,\u201d <em class=\"emphasis\">Webmaster Resources @ Suite 101<\/em>, July 13, 2009, accessed December 1, 2011.[\/footnote]<\/span><\/p>\r\n\r\n<\/div>\r\n<div class=\"section\" id=\"cadden_1.0-ch07_s05_s07_s02\">\r\n<h2 class=\"title editable block\">Website Layout<\/h2>\r\n<p id=\"cadden_1.0-ch07_s05_s07_s02_p01\" class=\"para editable block\">[pb_glossary id=\"1100\"]<strong>Layout<\/strong>[\/pb_glossary] refers to the positioning of the various elements that comprise a web page: where each text object will be positioned on each page or screen, the width and length of columns, the amount of space that will be placed between the lines of text, the alignment to be used (e.g., left or right), whether the page will be text only or use more advanced designs (e.g., multiple columns),<span class=\"footnote\" id=\"cadden_1.0-fn07_080\">[footnote]\u201cGlossary of Web Terminology: Website Layout,\u201d April 5, 2010, accessed January 24, 2012, <a class=\"link\" target=\"_blank\" href=\"http:\/\/www.azurewebdesign.com\/glossary-of-web-terminology\" rel=\"noopener noreferrer\">www.azurewebdesign.com\/glossary-of-web-terminology<\/a>[\/footnote]<\/span>[footnote]<span class=\"footnote\" id=\"cadden_1.0-fn07_080\"> Sue A. Conger and Richard O. Mason, <em class=\"emphasis\">Planning and Designing Effective Web Sites<\/em> (Cambridge, MA: Course Technology, 1998), 96.<\/span>[\/footnote] and the placement of graphics. Layout is important because it is one of the first things a visitor perceives when landing on a website. Research shows that \u201cweb users spend 69% of their time viewing the left half of the page and 30% viewing the right half, [so] a conventional layout is thus more likely to make sites profitable.\u201d<span class=\"footnote\" id=\"cadden_1.0-fn07_081\">[footnote]Jakob Nielsen, \u201cHorizontal Attention Leans Left,\u201d <em class=\"emphasis\">Useit.com<\/em>, April 6, 2010, accessed December 1, 2011, <a class=\"link\" target=\"_blank\" href=\"http:\/\/www.useit.com\/alertbox\/horizontal-attention.html\" rel=\"noopener noreferrer\">www.useit.com\/alertbox\/horizontal-attention.html<\/a>[\/footnote]<\/span><\/p>\r\n\r\n<\/div>\r\n<div class=\"section\" id=\"cadden_1.0-ch07_s05_s07_s03\">\r\n<h2 class=\"title editable block\">Color<\/h2>\r\n<p id=\"cadden_1.0-ch07_s05_s07_s03_p01\" class=\"para editable block\">Color is a powerful component of design. It affects mood and emotion, and it evokes associations with time and place. For example, psychedelic color combinations take us back to the 1960s, and turquoise and yellow combinations remind us of art deco in the 1950s. For websites, color is important in defining a site\u2019s environment because \u201c[P]eople see color before they absorb content.\u201d<span class=\"footnote\" id=\"cadden_1.0-fn07_082\">[footnote]\u201cWelcome to Color Voodoo Publications,\u201d <em class=\"emphasis\">Color Voodoo<\/em>, accessed December 1, 2011, <a class=\"link\" target=\"_blank\" href=\"http:\/\/www.colorvoodoo.com\" rel=\"noopener noreferrer\">www.colorvoodoo.com<\/a>[\/footnote]<\/span> A lasting color impression occurs within ninety seconds and accounts for 60 percent of acceptance. What are the implications for website design? Decisions regarding color can be highly important to success.<\/p>\r\n<p id=\"cadden_1.0-ch07_s05_s07_s03_p02\" class=\"para editable block no-indent\">The key to the effective use of color in website design is \u201cto match the expectations of the target audience. Financial services sites tend to use formal colors (e.g., green or blue) with simple charts to illustrate the text but not many pictures. Sites directed at a female audience tend to feature lighter colors, usually pastels, with many pictures and an open design featuring lots of white space. Game sites are one type of site that can get away with in-your-face colors, Flash effects, and highly animated graphics.\u201d<span class=\"footnote\" id=\"cadden_1.0-fn07_083\">[footnote]Efraim Turban et al., <em class=\"emphasis\">Electronic Commerce: A Managerial Perspective<\/em> (Upper Saddle River, NJ: Pearson Prentice Hall, 2008), 751.[\/footnote]<\/span><\/p>\r\n<p id=\"cadden_1.0-ch07_s05_s07_s03_p03\" class=\"para editable block no-indent\">Colors should be selected that reflect the purpose of the site and enhance the design. Understanding the meaning of color and the cultural use of color and how colors interact is important in website design to convey the right tone and message and evoke the desired response to the site.<span class=\"footnote\" id=\"cadden_1.0-fn07_084\">[footnote]Jacci Howard Bear, \u201cThe Meaning of Color,\u201d <em class=\"emphasis\">About.com<\/em>, accessed December 1, 2011, <a class=\"link\" target=\"_blank\" href=\"http:\/\/desktoppub.about.com\/od\/choosingcolors\/p\/color_meanings.htm?p=1\" rel=\"noopener noreferrer\">desktoppub.about.com\/od\/choosingcolors\/p\/color_meanings.htm?p=1<\/a>[\/footnote]<\/span> The wrong choice could adversely affect a visitor\u2019s experience at the site,<span class=\"footnote\" id=\"cadden_1.0-fn07_085\">[footnote]Joanne Glasspoole, \u201cChoosing a Color Scheme,\u201d <em class=\"emphasis\">Metamorphosis Design<\/em>, accessed December 1, 2011, <a class=\"link\" target=\"_blank\" href=\"http:\/\/www.metamorphozis.com\/content_articles\/web_design\/Choosing_A_Color_Scheme.php\" rel=\"noopener noreferrer\">www.metamorphozis.com\/content_articles\/web_design\/Choosing_A_Color_Scheme.php<\/a>[\/footnote]<\/span>\u00a0which could adversely affect a company\u2019s sales and image.<\/p>\r\n\r\n<div class=\"video editable block\" id=\"cadden_1.0-ch07_s05_s07_s03_n01\">\r\n<h3 class=\"title\">Video Clip 17.13\u00a0Color Psychology in Web Design<\/h3>\r\n[embed]http:\/\/www.youtube.com\/v\/7aiaPxdGXMw[\/embed]\r\n<p class=\"para\">Insights into color and its importance in website design.<\/p>\r\n\r\n<\/div>\r\n<div class=\"callout editable block\" id=\"cadden_1.0-ch07_s05_s07_s03_n02\">\r\n<h3 class=\"title\">Color Perceptions for Business<\/h3>\r\n<p id=\"cadden_1.0-ch07_s05_s07_s03_p04\" class=\"para\">\u201cThe following list provides the traditional meanings of common colors and suggests compatible business usage:<\/p>\r\n\r\n<ul id=\"cadden_1.0-ch07_s05_s07_s03_l01\" class=\"itemizedlist\">\r\n \t<li><strong class=\"emphasis bold\">Pink.<\/strong> Romance, love, friendship, delicacy, feminine; ideal for relationship coaches, florists, and breast cancer awareness sites.<\/li>\r\n \t<li><strong class=\"emphasis bold\">Purple.<\/strong> Royalty, spiritual, transformation, creativity, new age; ideal for spirituality-based or new age businesses and businesses in the creative realm.<\/li>\r\n \t<li><strong class=\"emphasis bold\">Blue.<\/strong> Solid, communication, calm, wisdom, trust, reassuring; ideal for financial businesses, insurance companies, and lawyers.<\/li>\r\n \t<li><strong class=\"emphasis bold\">Green.<\/strong> Growth, money, abundance, fertility, freshness, health, environment; ideal for grocers, environmental businesses, therapists, healthcare businesses.<\/li>\r\n \t<li><strong class=\"emphasis bold\">Red.<\/strong> Energy, strength, passion; ideal for bold businesses based on power and for professionals; use in combination with black.<\/li>\r\n \t<li><strong class=\"emphasis bold\">Black.<\/strong> Power, sophisticated, elegant, formal, style, dramatic, serious; ideal for fine dining establishments; commonly used as an accent color.<\/li>\r\n \t<li><strong class=\"emphasis bold\">Gold and yellow.<\/strong> Wealth, wisdom, prestige, power, energy, joy, clarity, light, intelligence, optimism; ideal for the construction industry.<\/li>\r\n \t<li><strong class=\"emphasis bold\">White.<\/strong> Purity, goodness, simplicity, clean; ideal for almost every business.<\/li>\r\n \t<li><strong class=\"emphasis bold\">Brown.<\/strong> Friendship, earthy, comfort, content, reliable, sturdy; ideal for businesses involved in administrative support.<\/li>\r\n \t<li><strong class=\"emphasis bold\">Orange.<\/strong> Vibrant, enthusiasm, energy, warmth; ideal for creative businesses and teachers.<\/li>\r\n \t<li><strong class=\"emphasis bold\">Gray.<\/strong> Security, staid, quality, professional, stable; ideal for the legal industry.\u201d<span class=\"footnote\" id=\"cadden_1.0-fn07_086\">[footnote]Lena Claxton and Alison Woo, <em class=\"emphasis\">How to Say It: Marketing with New Media<\/em> (New York: Prentice Hall, 2008), 34.[\/footnote]<\/span><\/li>\r\n<\/ul>\r\n<\/div>\r\n<\/div>\r\n<div class=\"section\" id=\"cadden_1.0-ch07_s05_s07_s04\">\r\n<h2 class=\"title editable block\">Typography<\/h2>\r\n<p id=\"cadden_1.0-ch07_s05_s07_s04_p01\" class=\"para editable block\">\u201c[pb_glossary id=\"1101\"]<strong>Typography<\/strong>[\/pb_glossary] is the art of designing a communication by using the printed word.\u201d<span class=\"footnote\" id=\"cadden_1.0-fn07_087\"><\/span>[footnote]<span class=\"footnote\" id=\"cadden_1.0-fn07_087\">Colin Wheildon, <em class=\"emphasis\">Type &amp; Layout: How Typography and Design Can Get Your Message Across\u2014or Get in the Way<\/em> (Berkeley, CA: Strathmoor Press, 1996), 19.[\/footnote] More specifically, it is the use of [pb_glossary id=\"1102\"]<strong>typefaces <\/strong>[\/pb_glossary](or fonts) in a design. Typeface refers to a particular type or font (e.g., Times New Roman and Arial). Typography is an integral part of web design and plays a role in the aesthetics of the website.[footnote]Shannon Noack, \u201cBasic Look at Typography in Web Design,\u201d <em class=\"emphasis\">Six Revisions<\/em>, April 7, 2010, accessed December 1, 2011, <a class=\"link\" target=\"_blank\" href=\"http:\/\/sixrevisions.com\/web_design\/a-basic-look-at-typography-in-web-design\" rel=\"noopener noreferrer\">sixrevisions.com\/web_design\/a-basic -look-at-typography-in-web-design<\/a>[\/footnote] About 95 percent of the information on the web is written language, so it is only logical that a web designer should understand the shaping of written information (i.e., typography).<span class=\"footnote\" id=\"cadden_1.0-fn07_089\">[footnote]Oliver Reichenstein, \u201cWeb Design Is 95% Typography,\u201d <em class=\"emphasis\">Information Architects, Inc.<\/em>, October 19, 2006, accessed December 1, 2011, <a class=\"link\" target=\"_blank\" href=\"http:\/\/www.informationarchitects.jp\/en\/the-web-is-all-about-typography-period\" rel=\"noopener noreferrer\">www.informationarchitects.jp\/en\/the-web-is-all-about-typography-period<\/a>[\/footnote] <\/span>It is possible to blow away more than 50 percent of website visitors and readers by choosing the wrong typeface.<span class=\"footnote\" id=\"cadden_1.0-fn07_090\">[footnote]Colin Wheildon, <em class=\"emphasis\">Type &amp; Layout: How Typography and Design Can Get Your Message Across\u2014or Get in the Way<\/em> (Berkeley, CA: Strathmoor Press, 1996), 19.[\/footnote]<\/span><\/span><\/p>\r\n\r\n<\/div>\r\n<div class=\"section\" id=\"cadden_1.0-ch07_s05_s07_s05\">\r\n<h2 class=\"title editable block\">Graphics<\/h2>\r\n<p id=\"cadden_1.0-ch07_s05_s07_s05_p01\" class=\"para editable block\">[pb_glossary id=\"1103\"]<strong>Graphics<\/strong>[\/pb_glossary] defined as pictures, artwork, animations, or videos, can be very effective if used correctly. Graphics can provide interest, information, fun, and aesthetics, but they can also take forever to load, be meaningless or useless, not fit on the screen, and use colors that are not [pb_glossary id=\"1104\"]<strong>browser safe colors<\/strong>[\/pb_glossary] (i.e., colors that look the same on PC and Macintosh operating systems). Images enhance a web page, but they should be selected and placed carefully.<\/p>\r\n<p id=\"cadden_1.0-ch07_s05_s07_s05_p02\" class=\"para editable block no-indent\">Graphics should be used to \u201cconvey the appropriate tone of your message. As the old saying goes, a picture is worth a thousand words. Make sure your images correspond to the text and are appropriate to the business you offer. For example, an audiologist shouldn\u2019t use a picture of a woman holding her glasses because the spotlight should be on hearing.\u201d<span class=\"footnote\" id=\"cadden_1.0-fn07_091\">[footnote]Lena Claxton and Alison Woo, <em class=\"emphasis\">How to Say It: Marketing with New Media<\/em> (New York: Prentice Hall, 2008), 35.[\/footnote]<\/span> Graphics should also help create a mood, or a sense of place. The use of the graphics has to be thoroughly considered because they slow the loading of a website.<span class=\"footnote\" id=\"cadden_1.0-fn07_092\">[footnote]\u201cWhen to Use Graphics on Your Website,\u201d <em class=\"emphasis\">Improve the Web<\/em>, May 9, 2007, accessed December 1, 2011, <a class=\"link\" target=\"_blank\" href=\"http:\/\/www.improvetheweb.com\/when-use-graphics-your-site\" rel=\"noopener noreferrer\">www.improvetheweb.com\/when-use-graphics-your-site<\/a>[\/footnote]<\/span><\/p>\r\n<p id=\"cadden_1.0-ch07_s05_s07_s05_p03\" class=\"para editable block no-indent\">It has been shown that quality images boost sales and enhance the visitor experience. \u201cConsumers who browse products on websites want to see the products they\u2019re considering for purchase represented by the highest quality image possible\u2026People do not buy what they cannot see, so the higher the quality and resolution of [the] imagery, the better [the] results will be.\u201d<span class=\"footnote\" id=\"cadden_1.0-fn07_093\">[footnote]Dave Young, \u201cQuality Images Boost Sales,\u201d <em class=\"emphasis\">Practical eCommerce<\/em>, March 14, 2007, accessed December 1, 2011, <a class=\"link\" target=\"_blank\" href=\"http:\/\/www.practicalecommerce.com\/articles\/436-Quality-Images-Boost-Sales\" rel=\"noopener noreferrer\">www.practicalecommerce.com\/articles\/436-Quality -Images-Boost-Sales<\/a>[\/footnote]<\/span> The key for any small business that wants graphics on its website is to consider how the graphics will add value to the user experience. The graphics should be for the direct benefit of the user, not the business. Do not get carried away with lots of images and animations because they can make a web page very hard to read. Graphics are a major part of the design, not just afterthoughts.<span class=\"footnote\" id=\"cadden_1.0-fn07_094\">[footnote]Jennifer Kyrnin, \u201cBasics of Web Layout,\u201d <em class=\"emphasis\">About.com<\/em>, accessed December 1, 2011, <a class=\"link\" target=\"_blank\" href=\"http:\/\/webdesign.about.com\/od\/layout\/a\/aa062104.htm\" rel=\"noopener noreferrer\">webdesign.about.com\/od\/layout\/a\/aa062104.htm<\/a>[\/footnote]<\/span><\/p>\r\n\r\n<\/div>\r\n<div class=\"section\" id=\"cadden_1.0-ch07_s05_s07_s06\">\r\n<h2 class=\"title editable block\">Site Navigation<\/h2>\r\n<p id=\"cadden_1.0-ch07_s05_s07_s06_p01\" class=\"para editable block\">People will not use a website if they cannot find their way around it. If web users cannot find what they are looking for or figure out how the site is organized, they are not likely to stay long\u2014or come back.<span class=\"footnote\" id=\"cadden_1.0-fn07_095\"><\/span>[footnote]<span class=\"footnote\" id=\"cadden_1.0-fn07_095\">Steve Krug, <em class=\"emphasis\">Don\u2019t Make Me Think: A Common Sense Approach to Web Usability<\/em> (Berkeley, CA: New Riders Publishing, 2000), 51.<\/span>[\/footnote] \u201cThe purpose of [pb_glossary id=\"1105\"]<strong>site navigation<\/strong>[\/pb_glossary] is to help visitors quickly and easily find the information they need on a website. Among the questions considered in site navigation are, How will visitors enter a site? How will visitors use the site? How will they find out what is available at the site? How will they get from one page to another and from one section to another? How will visitors find what they are looking for?\u201d<span class=\"footnote\" id=\"cadden_1.0-fn07_096\">[footnote]Efraim Turban et al., <em class=\"emphasis\">Electronic Commerce: A Managerial Perspective<\/em> (Upper Saddle River, NJ: Pearson Prentice Hall, 2008), 754.[\/footnote]<\/span><\/p>\r\n<p id=\"cadden_1.0-ch07_s05_s07_s06_p02\" class=\"para editable block no-indent\">Site navigation must be easy, predictable, consistent, and intuitive enough so that visitors do not have to think about it.<span class=\"footnote\" id=\"cadden_1.0-fn07_097\"><\/span>[footnote]<span class=\"footnote\" id=\"cadden_1.0-fn07_097\">Efraim Turban et al., <em class=\"emphasis\">Electronic Commerce: A Managerial Perspective<\/em> (Upper Saddle River, NJ: Pearson Prentice Hall, 2008), 754.<\/span>[\/footnote] \u201cDesigning effective navigation can also entice your visitors to try out the other things you offer on your site.\u201d<span class=\"footnote\" id=\"cadden_1.0-fn07_098\">[footnote]\u201cWebsite Navigation Tips,\u201d <em class=\"emphasis\">Entheos<\/em>, accessed December 1, 2011, <a class=\"link\" target=\"_blank\" href=\"http:\/\/www.entheosweb.com\/website_design\/website_navigation_tips.asp\" rel=\"noopener noreferrer\">www.entheosweb.com\/website_design\/website_navigation_tips.asp<\/a>[\/footnote]<\/span> The key to understanding navigation is to realize that if it is too hard to use or figure out, web visitors will be gone in a nanosecond, perhaps never to be seen again. What does this mean to a small business? Lost sales and lost opportunities.<\/p>\r\n\r\n<\/div>\r\n<div class=\"section\" id=\"cadden_1.0-ch07_s05_s07_s07\">\r\n<h2 class=\"title editable block\">Site Usability<\/h2>\r\n<p id=\"cadden_1.0-ch07_s05_s07_s07_p01\" class=\"para editable block\">A [pb_glossary id=\"1106\"]<em><strong>website\u2019s usability<\/strong><\/em>[\/pb_glossary], or ease of use, \u201ccan make or break an online experience, and it is directly correlated to the success of the site.\u201d<span class=\"footnote\" id=\"cadden_1.0-fn07_099\">[footnote]Lorrie Thomas, <em class=\"emphasis\">Online Marketing<\/em> (New York: McGraw-Hill, 2011), 38.[\/footnote]<\/span> Website usability measures the quality of a user\u2019s experience when interacting with a website,<span class=\"footnote\" id=\"cadden_1.0-fn07_100\">[footnote]\u201cUsability Basics,\u201d <em class=\"emphasis\">Usability.gov<\/em>, accessed December 1, 2011, <a class=\"link\" target=\"_blank\" href=\"http:\/\/www.usability.gov\/basics\/index.html\" rel=\"noopener noreferrer\">www.usability.gov\/basics\/index.html<\/a>[\/footnote]<\/span> and it works hand in hand with site navigation. According to usability.gov, usability is a combination of five factors:<span class=\"footnote\" id=\"cadden_1.0-fn07_101\">\u201c[footnote]Usability Basics,\u201d <em class=\"emphasis\">Usability.gov<\/em>, accessed December 1, 2011, <a class=\"link\" target=\"_blank\" href=\"http:\/\/www.usability.gov\/basics\/index.html\" rel=\"noopener noreferrer\">www.usability.gov\/basics\/index.html<\/a>[\/footnote]<\/span><\/p>\r\n\r\n<ol id=\"cadden_1.0-ch07_s05_s07_s07_l01\" class=\"orderedlist editable block\">\r\n \t<li><strong class=\"emphasis bold\">Ease of learning.<\/strong> How fast can a user who has never seen the [pb_glossary id=\"1107\"]<em><strong>user interface<\/strong><\/em>[\/pb_glossary] before learn it sufficiently well to accomplish basic tasks? The user interface is the way a person interacts with a website.<span class=\"footnote\" id=\"cadden_1.0-fn07_102\">[footnote]\u201cDefinition of User Interface,\u201d accessed December 1, 2011, <a class=\"link\" target=\"_blank\" href=\"http:\/\/www.pcmag.com\/encyclopedia_term\/0,2542,t=user+interface&amp;i=53558,00.asp\" rel=\"noopener noreferrer\">www.pcmag.com\/encyclopedia_term\/0,2542,t=user+interface&amp;i=53558,00.asp<\/a>[\/footnote]<a class=\"link\" target=\"_blank\" href=\"http:\/\/www.pcmag.com\/encyclopedia_term\/0,2542,t=user+interface&amp;i=53558,00.asp\" rel=\"noopener noreferrer\"><\/a><\/span><\/li>\r\n \t<li><strong class=\"emphasis bold\">Efficiency of use.<\/strong> Once an experienced user has learned to use the website, how fast can he or she accomplish tasks?<\/li>\r\n \t<li><strong class=\"emphasis bold\">Memorability.<\/strong> If a user has used the website before, can he or she remember enough to use it effectively the next time or does the user have to start over again learning everything?<\/li>\r\n \t<li><strong class=\"emphasis bold\">Error frequency.<\/strong> How often do users make errors while using the website, how serious are these errors, and how do users recover from these errors?<\/li>\r\n \t<li><strong class=\"emphasis bold\">Subjective satisfaction.<\/strong> How much does the user like using the website?<\/li>\r\n<\/ol>\r\n<p id=\"cadden_1.0-ch07_s05_s07_s07_p02\" class=\"para editable block\">Usability is necessary for survival on the Internet. If a website is difficult to use, people will leave,<span class=\"footnote\" id=\"cadden_1.0-fn07_103\"><\/span>[footnote]<span class=\"footnote\" id=\"cadden_1.0-fn07_103\">Efraim Turban et al., <em class=\"emphasis\">Electronic Commerce: A Managerial Perspective<\/em> (Upper Saddle River, NJ: Pearson Prentice Hall, 2008), 756.<\/span>[\/footnote] and they may be inclined to tell everyone they know on Facebook and Twitter about their negative experiences. It is as simple\u2014and as serious\u2014as that. Small-business owners should consider post-launch usability testing to help ensure the best user experience. Three free tools are <a class=\"link\" target=\"_blank\" href=\"http:\/\/websitegrader.com\" rel=\"noopener noreferrer\">HubSpot\u2019s Website Grader<\/a>, <a class=\"link\" target=\"_blank\" href=\"http:\/\/www.sitetuners.com\" rel=\"noopener noreferrer\">SiteTuners<\/a>, and <a class=\"link\" target=\"_blank\" href=\"http:\/\/www.google.com\/analytics\" rel=\"noopener noreferrer\">Google Analytics<\/a>.<\/p>\r\n\r\n<\/div>\r\n<div class=\"section\" id=\"cadden_1.0-ch07_s05_s07_s08\">\r\n<h2 class=\"title editable block\">Site Interactivity<\/h2>\r\n<p id=\"cadden_1.0-ch07_s05_s07_s08_p01\" class=\"para editable block\"><em><strong>[pb_glossary id=\"1108\"]Site interactivity[\/pb_glossary]<\/strong><\/em> is about things on a company\u2019s website site that prompt some kind of action from visitors.<span class=\"footnote\" id=\"cadden_1.0-fn07_104\">[footnote]\u201cWeb Development Glossary for Small Businesses,\u201d <em class=\"emphasis\">Lightwave Communications<\/em>, accessed December 1, 2011, <a class=\"link\" target=\"_blank\" href=\"http:\/\/www.lightwavewebdesign.com\/web-development-glossary\/website-glossary-g-i.html\" rel=\"noopener noreferrer\">www.lightwavewebdesign.com\/web-development -glossary\/website-glossary-g-i.html<\/a>[\/footnote]<\/span> Visitors become engaged with the site, they stay longer, they look deeper into the site to see what the company is offering, they are less likely to jump to another site, and they feel that they are part of a community and connected. This will keep them coming back to the site.<span class=\"footnote\" id=\"cadden_1.0-fn07_105\">[footnote]Folusho Orokunie, \u201cDo Not Make Your Website Visitors Yawn! Make Your Site Interactive,\u201d accessed December 1, 2011, <a class=\"link\" target=\"_blank\" href=\"http:\/\/folusho.com\/do-not-make-your-website-visitors-yawn-make-your-site-interactive\" rel=\"noopener noreferrer\">folusho.com\/do-not-make-your-website-visitors -yawn-make-your-site-interactive<\/a>[\/footnote]<\/span><\/p>\r\n<p id=\"cadden_1.0-ch07_s05_s07_s08_p02\" class=\"para editable block no-indent\">There are many ways in which a small business can provide interactivity on its site. The following are some examples:<span class=\"footnote\" id=\"cadden_1.0-fn07_106\">[footnote]\u201cExamples of Possible Interactive Features on Your Website,\u201d <em class=\"emphasis\">Zamba<\/em>, accessed December 1, 2011, <a class=\"link\" target=\"_blank\" href=\"http:\/\/www.zambagrafix.com\/interact.htm\" rel=\"noopener noreferrer\">www.zambagrafix.com\/interact.htm<\/a>[\/footnote][footnote]\u201cImportance of Web Interactivity: Tips and Examples, <em class=\"emphasis\">Hongkiat.com<\/em>, accessed December 1, 2011, <a class=\"link\" target=\"_blank\" href=\"http:\/\/www.hongkiat.com\/blog\/importance-of-web-interactivity-tips-and-examples\" rel=\"noopener noreferrer\">www.hongkiat.com\/blog\/importance-of-web-interactivity-tips-and-examples<\/a>[\/footnote]<\/span><\/p>\r\n\r\n<ul id=\"cadden_1.0-ch07_s05_s07_s08_l01\" class=\"itemizedlist editable block\">\r\n \t<li>Free calculators for calculating payments when something is being financed<\/li>\r\n \t<li>Surveys, polls, or quizzes<\/li>\r\n \t<li>Blogs, bulletin boards, and discussion forums<\/li>\r\n \t<li>Facebook and Twitter links<\/li>\r\n \t<li>Searchable database of frequently asked questions<\/li>\r\n \t<li>Site search engine<\/li>\r\n \t<li>Interactive games, puzzles, and contests<\/li>\r\n \t<li>Articles that engage visitors, allowing them to add comments or opinions<\/li>\r\n \t<li>Three-dimensional flip-books (e.g., <a class=\"link\" target=\"_blank\" href=\"http:\/\/publ.com\/GrjRUCe?isfullscreen=true&amp;\" rel=\"noopener noreferrer\">Gorenje Kitchens<\/a> showcase a range of products, thus engaging the visitor while flipping through the book.)<\/li>\r\n<\/ul>\r\n<p id=\"cadden_1.0-ch07_s05_s07_s08_p03\" class=\"para editable block\">The sources of interactivity on a website are limited only by a small business owner\u2019s creativity and, of course, budget. However, it should never be a question of saying yes or no to interactivity. It is a matter of how much, what kind, and where. Remember that when customers feel compelled to do something, they are that much closer to buying.<span class=\"footnote\" id=\"cadden_1.0-fn07_107\">[footnote]\u201cImportance of Interactive Websites,\u201d <em class=\"emphasis\">Thunder Data Systems<\/em>, accessed December 1, 2011, <a class=\"link\" target=\"_blank\" href=\"http:\/\/www.thunderdata.com\/thunder_bits\/importance_of_interactive_websites.html\" rel=\"noopener noreferrer\">www.thunderdata.com\/thunder_bits\/importance_of_interactive_websites .html<\/a>[\/footnote]<a class=\"link\" target=\"_blank\" href=\"http:\/\/www.thunderdata.com\/thunder_bits\/importance_of_interactive_websites.html\" rel=\"noopener noreferrer\"><\/a><\/span><\/p>\r\n\r\n<\/div>\r\n<div class=\"section\" id=\"cadden_1.0-ch07_s05_s07_s09\">\r\n<h2 class=\"title editable block\">Content<\/h2>\r\n<p id=\"cadden_1.0-ch07_s05_s07_s09_p01\" class=\"para editable block\">[pb_glossary id=\"1109\"]<strong>Content<\/strong>[\/pb_glossary] refers to all the words, images, products, sound, video, interactive features, and any other material that a business puts on its website.<span class=\"footnote\" id=\"cadden_1.0-fn07_108\">[footnote]Efraim Turban et al., <em class=\"emphasis\">Electronic Commerce: A Managerial Perspective<\/em> (Upper Saddle River, NJ: Pearson Prentice Hall, 2008), 744[\/footnote][footnote]Jan Zimmerman, <em class=\"emphasis\">Web Marketing for Dummies<\/em>, 2nd ed. (Hoboken, NJ: Wiley, 2009), 67.[\/footnote]<\/span> It is the content that visitors are looking for, and it is what will keep them on the site. High-quality content will also keep people interested so that they come back for more. \u201cA poorly and ineffectively \u2018written\u2019 website has an adverse impact on the efficiency of the website. Moreover, it also gives a negative impression of the brand [or company] behind it. Without good \u2018content\u2019 a website is an empty box.\u201d<span class=\"footnote\" id=\"cadden_1.0-fn07_109\">[footnote]JPDC, \u201cThe Importance of Visitor-Oriented Online Content on Your Website,\u201d <em class=\"emphasis\">Mycustomer.com<\/em>, June 12, 2009, accessed December 1, 2011, <a class=\"link\" target=\"_blank\" href=\"http:\/\/www.mycustomer.com\/blogs\/marketingadvisor\/marketing-advisor\/importance-visitor-oriented-online-content-your-website\" rel=\"noopener noreferrer\">www.mycustomer.com\/blogs\/marketingadvisor\/marketing-advisor\/importance-visitor-oriented-online -content-your-website<\/a>[\/footnote]<\/span><\/p>\r\n<p id=\"cadden_1.0-ch07_s05_s07_s09_p02\" class=\"para editable block no-indent\">Good content is relevant, customer-centric (i.e., it is written in the language and words of the target audience(s) that visit the website), and complies with what we know about how people read online content. They don\u2019t. They scan it\u2014because it takes 25 percent longer to read the same material online than it does to read it on paper.<span class=\"footnote\" id=\"cadden_1.0-fn07_110\"><\/span>[footnote]<span class=\"footnote\" id=\"cadden_1.0-fn07_110\">Jan Zimmerman, <em class=\"emphasis\">Web Marketing for Dummies<\/em>, 2nd ed. (Hoboken, NJ: Wiley, 2009), 73.<\/span>[\/footnote] If a company\u2019s content does not fit its target audience(s), the website will not generate good results.<span class=\"footnote\" id=\"cadden_1.0-fn07_111\">[footnote]JPDC, \u201cThe Importance of Visitor-Oriented Online Content on Your Website,\u201d <em class=\"emphasis\">Mycustomer.com<\/em>, June 12, 2009, accessed December 1, 2011, <a class=\"link\" target=\"_blank\" href=\"http:\/\/www.mycustomer.com\/blogs\/marketingadvisor\/marketing-advisor\/importance-visitor-oriented-online-content-your-website\" rel=\"noopener noreferrer\">www.mycustomer.com\/blogs\/marketingadvisor\/marketing-advisor\/importance-visitor-oriented-online -content-your-website<\/a>[\/footnote]<a class=\"link\" target=\"_blank\" href=\"http:\/\/www.mycustomer.com\/blogs\/marketingadvisor\/marketing-advisor\/importance-visitor-oriented-online-content-your-website\" rel=\"noopener noreferrer\"><\/a><\/span><\/p>\r\n<p id=\"cadden_1.0-ch07_s05_s07_s09_p03\" class=\"para editable block no-indent\">Most small businesses may think that they must generate all website content. However, some of the best and most successful content may be the easiest to create: the content generated by website users. Interestingly, it is not uncommon for user-generated content to get higher search engine rankings than a business\u2019s home page, not an insignificant fact.<span class=\"footnote\" id=\"cadden_1.0-fn07_112\"><\/span><span class=\"footnote\" id=\"cadden_1.0-fn07_112\"><\/span>[footnote]<span class=\"footnote\" id=\"cadden_1.0-fn07_112\">Lorrie Thomas, <em class=\"emphasis\">Online Marketing<\/em> (New York: McGraw-Hill, 2011), 55.<\/span> [\/footnote]User-generated content includes the following:<span class=\"footnote\" id=\"cadden_1.0-fn07_113\"><\/span>[footnote]<span class=\"footnote\" id=\"cadden_1.0-fn07_113\">Lorrie Thomas, <em class=\"emphasis\">Online Marketing<\/em> (New York: McGraw-Hill, 2011), 55.<\/span>[\/footnote]<span class=\"footnote\" id=\"cadden_1.0-fn07_113\"><\/span><\/p>\r\n\r\n<ul id=\"cadden_1.0-ch07_s05_s07_s09_l01\" class=\"itemizedlist editable block\">\r\n \t<li>Message boards<\/li>\r\n \t<li>Product reviews<\/li>\r\n \t<li>New uses for a company\u2019s products (e.g., using a dishwasher to cook a whole salmon)<\/li>\r\n \t<li>Testimonials or case studies (how users solved problems)<\/li>\r\n \t<li>Social media pages<\/li>\r\n \t<li>Twitter feeds<\/li>\r\n \t<li>Video contest submissions<\/li>\r\n \t<li>Interviews with users<\/li>\r\n \t<li>Online groups or communities such as LinkedIn or Ning<\/li>\r\n<\/ul>\r\n<p id=\"cadden_1.0-ch07_s05_s07_s09_p04\" class=\"para editable block\">The gold standard of user-generated content is customer reviews. Customer reviews can increase site traffic by as much as 80 percent, overall conversions by 60 percent, and the average order value by 40 percent. With respect to the posting of both positive and negative reviews, it has been shown that \u201cusers trust organizations that post both negative and positive reviews of their product <em class=\"emphasis\">if<\/em> organizations address the feedback constructively.\u201d<span class=\"footnote\" id=\"cadden_1.0-fn07_114\">[footnote]Lorrie Thomas, <em class=\"emphasis\">Online Marketing<\/em> (New York: McGraw-Hill, 2011), 56.[\/footnote]<\/span><\/p>\r\n<p id=\"cadden_1.0-ch07_s05_s07_s09_p05\" class=\"para editable block no-indent\">There are many factors that will contribute to the success of a small business website. However, the website will not do as well as it should, and it will not reach its full potential, without good quality content.<span class=\"footnote\" id=\"cadden_1.0-fn07_115\">[footnote]\u201cContent Is King\u2014Good Content Holy Grail of Successful Web Publishing,\u201d <em class=\"emphasis\">The Media Pro<\/em>, August 14, 2010, accessed December 1, 2011, <a class=\"link\" target=\"_blank\" href=\"http:\/\/www.themediapro.com\/earn-sleeping\/content-is-king-holy-grail-of-successful-web-publishing\" rel=\"noopener noreferrer\">www.themediapro.com\/earn-sleeping\/content-is-king-holy-grail-of-successful-web-publishing<\/a>[\/footnote]<\/span><\/p>\r\n\r\n<div class=\"callout block\" id=\"cadden_1.0-ch07_s05_s07_s09_n01\">\r\n<h3 class=\"title\">Video Link 17.3<\/h3>\r\n<p class=\"simpara\">The Value of the About Page<\/p>\r\n<p id=\"cadden_1.0-ch07_s05_s07_s09_p06\" class=\"para no-indent\">Why the \u201cAbout\u201d page is so important to a business website.<\/p>\r\n<p id=\"cadden_1.0-ch07_s05_s07_s09_p07\" class=\"para\"><a class=\"link\" target=\"_blank\" href=\"http:\/\/videos.smallbusinessnewz.com\/2011\/01\/26\/the-value-of-the-about-page\" rel=\"noopener noreferrer\">videos.smallbusinessnewz.com\/2011\/01\/26\/the-value-of-the-about-page<\/a><\/p>\r\n\r\n<\/div>\r\n<\/div>\r\n<div class=\"section\" id=\"cadden_1.0-ch07_s05_s07_s10\">\r\n<h2 class=\"title editable block\">Product Display<\/h2>\r\n<p id=\"cadden_1.0-ch07_s05_s07_s10_p01\" class=\"para editable block\">How a website displays products will impact the success of the website. As a result, product display should be seen as a website design issue. Key decisions that should be made for each category of product that is available on the website include the choice of which products to feature, how to provide product detail pages (an individual page for each product is preferable because there is more room for product details), the sort options that will be available to the shopper (e.g., price), and where items on special will be placed on the page (the upper right corner is recommended).<span class=\"footnote\" id=\"cadden_1.0-fn07_116\">[footnote]Jan Zimmerman, <em class=\"emphasis\">Web Marketing for Dummies<\/em>, 2nd ed. (Hoboken, NJ: Wiley, 2009), 103.[\/footnote]<\/span><\/p>\r\n\r\n<\/div>\r\n<div class=\"section\" id=\"cadden_1.0-ch07_s05_s07_s11\">\r\n<h2 class=\"title editable block\">Performance<\/h2>\r\n<p id=\"cadden_1.0-ch07_s05_s07_s11_p01\" class=\"para editable block\">No matter how well designed a website is, and no matter how high the quality of content, a website that takes too long to load will lose visitors. A website\u2019s [pb_glossary id=\"1110\"]<em><strong>loading speed<\/strong><\/em>[\/pb_glossary] determines how fast the pages respond to a user request. Faster site speed is preferred by the users who want an optimal browsing experience, and the small business that wants increasing incoming connections and high sales. Users want faster speeds.<span class=\"footnote\" id=\"cadden_1.0-fn07_117\">[footnote]\u201cGoogle Finally Sets the Record Straight: Website Speed Is a Legit Search Ranking Factor,\u201d <em class=\"emphasis\">Linkbuilding.net<\/em>, June 13, 2010, accessed December 1, 2011, <a class=\"link\" target=\"_blank\" href=\"http:\/\/linkbuilding.net\/2010\/06\/13\/google-finally-sets-the-record-straight-website-speed-is-a-legit-search-ranking-factor\" rel=\"noopener noreferrer\">linkbuilding.net\/2010\/06\/13\/google-finally-sets-the-record-straight-website-speed-is-a-legit -search-ranking-factor<\/a>[\/footnote]<\/span><\/p>\r\n<p id=\"cadden_1.0-ch07_s05_s07_s11_p02\" class=\"para editable block no-indent\">Visiting a fast-loading site is a pleasant experience. Visiting a slow-loading site is not. Surveys now show that a person will wait less than three seconds (perhaps even less) for a webpage to load before leaving, with a one-second delay possibly meaning a 7 percent reduction in sales.<span class=\"footnote\" id=\"cadden_1.0-fn07_118\">[footnote]Imad Mouline, \u201cIs Your Website Fast Enough for Your Customers?,\u201d <em class=\"emphasis\">CNN Money<\/em>, August 27, 2010, accessed June 1, 2012, <a class=\"link\" target=\"_blank\" href=\"http:\/\/tech.fortune.cnn.com\/2010\/04\/27\/is-your-website-fast-enough-for-your-customers\/#more-24083\" rel=\"noopener noreferrer\">http:\/\/tech.fortune.cnn.com\/2010\/04\/27\/is-your-website-fast-enough-for-your-customers\/#more-24083<\/a>[\/footnote]<\/span> Google claims that the amount of site traffic drops by 20 percent for every 0.5 seconds of load time.<span class=\"footnote\" id=\"cadden_1.0-fn07_119\">[footnote]\u201cImproving Site Speed and Load Times,\u201d <em class=\"emphasis\">Optimum7.com<\/em>, April 6, 2010, accessed December 1, 2011, <a class=\"link\" target=\"_blank\" href=\"http:\/\/www.optimum7.com\/internet-marketing\/website-speed\/improving-site-speed-and-load-time.html\" rel=\"noopener noreferrer\">www.optimum7.com\/internet-marketing\/website-speed\/improving-site-speed-and-load-time.html<\/a>[\/footnote]<\/span><\/p>\r\n<p id=\"cadden_1.0-ch07_s05_s07_s11_p03\" class=\"para editable block no-indent\">There are several factors that slow down the loading time for a website, not the least of which is the connection speed of the user\u2019s computer. This is out of the control of the web designer and the site owner (the small business). The biggest culprit, however, is a large graphic or several small graphics on a single page.<span class=\"footnote\" id=\"cadden_1.0-fn07_120\"><\/span>[footnote]<span class=\"footnote\" id=\"cadden_1.0-fn07_120\">Efraim Turban et al., <em class=\"emphasis\">Electronic Commerce: A Managerial Perspective<\/em> (Upper Saddle River, NJ: Pearson Prentice Hall, 2008), 755.<\/span>[\/footnote] There are ways around this, known by any credible website designer. The impact of \u201cslow down\u201d features should be tested before the site launches and monitored afterwards.<span class=\"footnote\" id=\"cadden_1.0-fn07_121\">[footnote]Imad Mouline, \u201cIs Your Website Fast Enough for Your Customers?,\u201d <em class=\"emphasis\">CNN Money<\/em>, August 27, 2010, accessed June 1, 2012, <a class=\"link\" target=\"_blank\" href=\"http:\/\/tech.fortune.cnn.com\/2010\/04\/27\/is-your-website-fast-enough-for-your-customers\/#more-24083\" rel=\"noopener noreferrer\">http:\/\/tech.fortune.cnn.com\/2010\/04\/27\/is-your-website-fast -enough-for-your-customers\/#more-24083<\/a>[\/footnote]<\/span> The small business owner can take advantage of some of the popular tools that are available, usually for free, to measure a company\u2019s website speed: <a class=\"link\" target=\"_blank\" href=\"http:\/\/yslow.org\/\" rel=\"noopener noreferrer\">YSlow<\/a> (a Firefox extension); <a class=\"link\" target=\"_blank\" href=\"https:\/\/developers.google.com\/speed\/pagespeed\/\" rel=\"noopener noreferrer\">Google Page Speed<\/a> (a Firefox add-on); or <a class=\"link\" target=\"_blank\" href=\"http:\/\/www.google.com\/webmasters\/tools\/\" rel=\"noopener noreferrer\">Webmaster Tools<\/a>.<span class=\"footnote\" id=\"cadden_1.0-fn07_122\">[footnote]\u201cGoogle Finally Sets the Record Straight: Website Speed Is a Legit Search Ranking Factor,\u201d <em class=\"emphasis\">Linkbuilding.net<\/em>, June 13, 2010, accessed December 1, 2011, <a class=\"link\" target=\"_blank\" href=\"http:\/\/linkbuilding.net\/2010\/06\/13\/google-finally-sets-the-record-straight-website-speed-is-a-legit-search-ranking-factor\" rel=\"noopener noreferrer\">linkbuilding.net\/2010\/06\/13\/google-finally-sets-the-record-straight-website-speed-is-a-legit -search-ranking-factor<\/a>[\/footnote][footnote]\u201cImproving Site Speed and Load Times,\u201d <em class=\"emphasis\">Optimum7.com<\/em>, April 6, 2010, December 7, 2011, <a class=\"link\" target=\"_blank\" href=\"http:\/\/www.optimum7.com\/internet-marketing\/website-speed\/improving-site-speed-and-load-time.html\" rel=\"noopener noreferrer\">www.optimum7.com\/internet-marketing\/website -speed\/improving-site-speed-and-load-time.html<\/a>[\/footnote]<\/span> Once the problem areas have been identified, steps can be taken to make improvements. The goal is to have an interesting and speedy site.<\/p>\r\n\r\n<div class=\"key_takeaways editable block\" id=\"cadden_1.0-ch07_s05_s07_s11_n01\">\r\n<div class=\"textbox key-takeaways\">\r\n<h3 itemprop=\"educationalUse\">Key Takeaways<\/h3>\r\n<ul id=\"cadden_1.0-ch07_s05_s07_s11_l01\" class=\"itemizedlist\">\r\n \t<li>The key element in the marketing mix is the product. Without it, price, promotion, and place are moot.<\/li>\r\n \t<li>All products and services have three layers: core, augmented, and symbolic.<\/li>\r\n \t<li>All small businesses have a product mix, the selection of products or services that is offered to the marketplace.<\/li>\r\n \t<li>Product selection is a key element for online success because some products will sell better online than others.<\/li>\r\n \t<li>Product design is the principal reason for emotional attachment or detachment relative to a product, a service, or an experience. It presents a powerful way to differentiate and position a company\u2019s products and services.<\/li>\r\n \t<li>The product or service package communicates both emotional and functional benefits to the buyer, and it can be an important means of product differentiation.<\/li>\r\n \t<li>A company\u2019s brand is probably its most important asset.<\/li>\r\n \t<li>The product life cycle refers to a product\u2019s life span.<\/li>\r\n \t<li>A company\u2019s website is part of its product or service. Website objectives must be developed and decisions must be made about the fundamental design elements of layout, color, typography, graphics, interactivity, usability, content, product display, and performance.<\/li>\r\n<\/ul>\r\n<\/div>\r\n<\/div>\r\n<div class=\"exercises editable block\" id=\"cadden_1.0-ch07_s05_s07_s11_n02\">\r\n<div class=\"textbox exercises\">\r\n<h3 itemprop=\"educationalUse\">Exercises<\/h3>\r\n<ol id=\"cadden_1.0-ch07_s05_s07_s11_l02\" class=\"orderedlist\">\r\n \t<li>Go to \u201cHow to Rate a Web Site\u201d at <a class=\"link\" target=\"_blank\" href=\"http:\/\/www.newentrepreneur.com\/Resources\/Articles\/Rate_a_Web_Site\/rate_a_web_site.html\" rel=\"noopener noreferrer\">www.newentrepreneur.com\/Resources\/Articles\/Rate_a_Web_Site\/rate_a_web_site.html<\/a> and download the Web Site Scorecard. Select two small business websites or use the websites specified by your professor. Working with the \u201cHow to Rate a Web Site\u201d article and the Web Site Scorecard, evaluate the two sites. Be sure to note your impressions about the site\u2019s performance in each area.<\/li>\r\n \t<li>The Mill has a very basic website: the store\u2019s location, hours, and some of the menu. Emily's son, Robert, has extensive experience with website design. How do you think he would advise his mother on fully using the website for competitive advantage?<\/li>\r\n \t<li>\r\n<p class=\"para\">For each of the following, describe the core, augmented, and symbolic layers.<\/p>\r\n\r\n<ol id=\"cadden_1.0-ch07_s05_s07_s11_l03\" class=\"orderedlist\">\r\n \t<li>a gift shop<\/li>\r\n \t<li>a dry cleaner<\/li>\r\n \t<li>a dance studio<\/li>\r\n \t<li>highway paving materials<\/li>\r\n<\/ol>\r\n<\/li>\r\n \t<li>Some marketers believe that product performance (functions) makes the most difference when consumers evaluate products. Other marketers maintain that the looks, feel, and other design elements of products (form) are what really make the difference. <em class=\"emphasis\">Make the case<\/em>: Product functionality is the key to brand success OR product design is the key to product success.<span class=\"footnote\" id=\"cadden_1.0-fn07_123\">[footnote]Philip Kotler and Kevin Lane Kotler, <em class=\"emphasis\">Marketing Management<\/em> (Upper Saddle River, NJ: Pearson Prentice Hall, 2009), 343.[\/footnote]<\/span><\/li>\r\n<\/ol>\r\n<\/div>\r\n<\/div>\r\n<\/div>\r\n<\/div>\r\n<\/div>\r\n<div class=\"section\" id=\"cadden_1.0-ch07_s06\" xml:lang=\"en\">\r\n<h1 class=\"title editable block\">Marketing Strategy and Price<\/h1>\r\n<div class=\"learning_objectives editable block\" id=\"cadden_1.0-ch07_s06_n01\">\r\n<div class=\"textbox learning-objectives\">\r\n<h3 itemprop=\"educationalUse\">Learning Objectives<\/h3>\r\n<ol id=\"cadden_1.0-ch07_s06_l01\" class=\"orderedlist\">\r\n \t<li>Understand the role of price in the marketing mix and to a company.<\/li>\r\n \t<li>Understand the different pricing strategies that a small business can follow.<\/li>\r\n \t<li>Understand price-quality signaling and its importance to the pricing decision.<\/li>\r\n \t<li>Understand that the price of a product or a service lets customers know what to expect from a business.<\/li>\r\n<\/ol>\r\n<\/div>\r\n<\/div>\r\n<p id=\"cadden_1.0-ch07_s06_p01\" class=\"para editable block\">Marketing, whether online or onground, is the only activity that generates revenue for most small businesses, and the price element in the marketing mix accounts for that. [pb_glossary id=\"1111\"]<em><strong>Price<\/strong><\/em>[\/pb_glossary] can be defined very narrowly as the amount of money charged for a product or a service. However, price is really more than that. It is \u201cthe sum of all values (such as money, time, energy, and psychic cost) that buyers exchange for the benefits of having or using a good or service.\u201d<span class=\"footnote\" id=\"cadden_1.0-fn07_124\">[footnote]Judy Strauss and Raymond Frost, <em class=\"emphasis\">E-Marketing<\/em> (Upper Saddle River, NJ: Pearson Prentice Hall, 2009), 233.[\/footnote]<\/span> Ultimately, the meaning of price will depend on the viewpoints of the buyer and the seller.<span class=\"footnote\" id=\"cadden_1.0-fn07_125\">[footnote]Judy Strauss and Raymond Frost, <em class=\"emphasis\">E-Marketing<\/em> (Upper Saddle River, NJ: Pearson Prentice Hall, 2009), 233.[\/footnote]<\/span><\/p>\r\n<p id=\"cadden_1.0-ch07_s06_p02\" class=\"para editable block no-indent\">Deciding on a price for its products or services is one of the most important decisions that a small business will make. The price of a product or a service must be a price that the company\u2019s target market is willing to pay and a price that generates a profit for the company. If this is not the case, the business will not be around for long.\"<span class=\"footnote\" id=\"cadden_1.0-fn07_126\">[footnote]Pricing a Product or Service,\u201d <em class=\"emphasis\">Small Business Notes<\/em>, accessed June 1, 2012, <a class=\"link\" target=\"_blank\" href=\"http:\/\/www.smallbusinessnotes.com\/marketing-your-business\/pricing-a-product-or-service.html\" rel=\"noopener noreferrer\">http:\/\/www.smallbusinessnotes.com\/marketing-your-business\/pricing-a-product-or-service.html<\/a>[\/footnote]<\/span><\/p>\r\n<p id=\"cadden_1.0-ch07_s06_p03\" class=\"para editable block no-indent\">Choosing the right pricing strategy is not an easy thing to do because there are so many factors involved. For example, competition, suppliers, the availability of substitute products or services, the target market, the image and reputation of a business, cost and profit objectives, operating costs, government regulation, and differentiation and positioning decisions will all impact price. Pricing is a complex activity, often seen as an art rather than a science. For small businesses that are marketing or want to market online, pricing strategies are even more complicated. For example, online buyers have increasing power that leads to control over pricing in some instances (e.g., online bidding on eBay). There is also [pb_glossary id=\"1530\"]<strong>price transparency<\/strong>[\/pb_glossary] where buyers and sellers can easily and quickly view and compare prices for products sold online, and some companies use [pb_glossary id=\"1529\"]<strong>dynamic pricing<\/strong>[\/pb_glossary].<span class=\"footnote\" id=\"cadden_1.0-fn07_127\">[footnote]Judy Strauss and Raymond Frost, <em class=\"emphasis\">E-Marketing<\/em> (Upper Saddle River, NJ: Pearson Prentice Hall, 2009), 233.[\/footnote]<\/span><\/p>\r\n<p id=\"cadden_1.0-ch07_s06_p04\" class=\"para editable block no-indent\">There are several pricing strategies available to the small business owner. However, having the lowest price is not typically a strong position for small businesses because larger competitors can easily destroy any small business that is trying to compete on price alone.<span class=\"footnote\" id=\"cadden_1.0-fn07_128\">[footnote]Darrell Zahorsky, \u201cPricing Strategies for Small Business,\u201d <em class=\"emphasis\">About.com<\/em>, accessed December 1, 2011, <a class=\"link\" target=\"_blank\" href=\"http:\/\/sbinformation.about.com\/cs\/bestpractices\/a\/aa112402a.htm\" rel=\"noopener noreferrer\">sbinformation.about.com\/cs\/bestpractices\/a\/aa112402a.htm<\/a>[\/footnote]<\/span> Think Walmart. The best choice for a small business will be the strategy that helps the business reach its sales and profit objectives, enhances the reputation of the company, satisfies the target market, and sends the correct price-quality signal. <em><strong>[pb_glossary id=\"1112\"]Price-quality signaling[\/pb_glossary]<\/strong><\/em> occurs when the cost of a good or a service reflects the perceived quality of that product or service.<span class=\"footnote\" id=\"cadden_1.0-fn07_129\">[footnote]Dana Griffin, \u201cPricing Strategy Theory,\u201d <em class=\"emphasis\">Chron.com<\/em>, accessed December 1, 2011, <a class=\"link\" target=\"_blank\" href=\"http:\/\/smallbusiness.chron.com\/pricing-strategy-theory-1106.html\" rel=\"noopener noreferrer\">smallbusiness.chron.com\/pricing-strategy-theory-1106.html<\/a>[\/footnote]<\/span> However, pricing objectives must be formulated before a pricing strategy can be selected.<\/p>\r\n\r\n<div class=\"section\" id=\"cadden_1.0-ch07_s06_s01\">\r\n<h2 class=\"title editable block\">Pricing Objectives<\/h2>\r\n<p id=\"cadden_1.0-ch07_s06_s01_p01\" class=\"para editable block\"><em><strong>[pb_glossary id=\"1113\"]Pricing objectives[\/pb_glossary]<\/strong><\/em> (i.e., what the company wants to accomplish with its pricing strategy) should be related to a company\u2019s objectives and should follow the decision about where a company wants to position its products or services.[footnote]P<span class=\"footnote\" id=\"cadden_1.0-fn07_130\">hilip Kotler and Kevin Lane Keller, <em class=\"emphasis\">Marketing Management<\/em> (Upper Saddle River, NJ: Pearson Prentice Hall, 2009), 383.<\/span>[\/footnote] Different small businesses in the same industry may have different pricing objectives based on size of the business; in-house capabilities; and whether the focus is on profit, sales, or government action.<span class=\"footnote\" id=\"cadden_1.0-fn07_131\">[footnote]Dana-Nicoleta Lascu and Kenneth E. Clow, <em class=\"emphasis\">Essentials of Marketing<\/em> (Mason, OH: Atomic Dog Publishing, 2007), 358\u201359.[\/footnote]<\/span><\/p>\r\n\r\n<ul id=\"cadden_1.0-ch07_s06_s01_l01\" class=\"itemizedlist editable block\">\r\n \t<li><strong class=\"emphasis bold\">Sales-based objectives.<\/strong> Increasing sales volume and market share relative to the competition may involve <em><strong>[pb_glossary id=\"1114\"]penetration pricing[\/pb_glossary]<\/strong><\/em>, where a business prices a new product below that of the competition to quickly penetrate the market at the competitor\u2019s expense, acquire a large market share, and then gradually raise the price. This objective might be appropriate for a small business that is introducing a new product or service to a very competitive marketplace.<\/li>\r\n \t<li><strong class=\"emphasis bold\">Profit-maximization objectives.<\/strong> Quickly recovering the costs of product development while providing customer value may involve <em><strong>[pb_glossary id=\"1115\"]price skimming[\/pb_glossary]<\/strong><\/em>, where a new product is priced higher than that of the competition to maximize profit. This objective would work for a small business with customers who are more concerned with quality, uniqueness, and status rather than price. However, a product\u2019s image and quality must warrant the high price.<\/li>\r\n \t<li><strong class=\"emphasis bold\">Status-quo-based objectives.<\/strong> Used to minimize the impact of competitors, government, or channel members and to avoid a sales decline, these objectives are reactive rather than proactive, so they should be adopted for the short term only. Small businesses must be able to meet the needs of their target market.<\/li>\r\n<\/ul>\r\n<\/div>\r\n<div class=\"section\" id=\"cadden_1.0-ch07_s06_s02\">\r\n<h2 class=\"title editable block\">Pricing Strategy<\/h2>\r\n<p id=\"cadden_1.0-ch07_s06_s02_p01\" class=\"para editable block\">Once the pricing objectives are set, a small business must determine a pricing strategy. The small business owner can consider a variety of approaches. Discount pricing, cost-based pricing, prestige pricing, even-odd pricing, and geographic pricing are discussed here. In general, traditional pricing strategies can also be applied to the online environment.<span class=\"footnote\" id=\"cadden_1.0-fn07_132\"><\/span>[footnote]<span class=\"footnote\" id=\"cadden_1.0-fn07_132\">Judy Strauss and Raymond Frost, <em class=\"emphasis\">E-Marketing<\/em> (Upper Saddle River, NJ: Pearson Prentice Hall, 2009), 247.<\/span>[\/footnote] How goods and services are priced tells consumers a lot about what to expect from a small business.<\/p>\r\n\r\n<div class=\"section\" id=\"cadden_1.0-ch07_s06_s02_s01\">\r\n<h2 class=\"title editable block\">Discount Pricing<\/h2>\r\n<p id=\"cadden_1.0-ch07_s06_s02_s01_p01\" class=\"para editable block\">A small business might choose discount pricing, offering quantity discounts to customers who buy in large quantities.<span class=\"footnote\" id=\"cadden_1.0-fn07_133\">[footnote]Diane Watkins, \u201cWhat Is Discount Pricing Strategy?,\u201d <em class=\"emphasis\">Chron.com<\/em>, accessed December 1, 2011, <a class=\"link\" target=\"_blank\" href=\"http:\/\/smallbusiness.chron.com\/discount-pricing-strategy-794.html\" rel=\"noopener noreferrer\">smallbusiness.chron.com\/discount-pricing-strategy-794.html<\/a>[\/footnote]<\/span> if it is looking to drive traffic and sales short term or if it wants to be permanently seen as the value leader in an industry.<span class=\"footnote\" id=\"cadden_1.0-fn07_134\">[footnote]Rick Suttle, \u201cIndustry Pricing Strategy,\u201d <em class=\"emphasis\">Chron.com<\/em>, accessed December 1, 2011, <a class=\"link\" target=\"_blank\" href=\"http:\/\/smallbusiness.chron.com\/industry-pricing-strategy-4684.html\" rel=\"noopener noreferrer\">smallbusiness.chron.com\/industry-pricing-strategy-4684.html<\/a>[\/footnote]<\/span> Discount pricing is used with customers who buy in large quantities, customers who buy during off-peak times (seasonal), promotions used to increase traffic, and [pb_glossary id=\"1116\"]<strong>loss leaders<\/strong>[\/pb_glossary] (products that are discounted to get customers in the door in the hope that they will also buy more profitable products). Discount pricing can be used in the online environment in ways similar to brick-and-mortar stores. If the discounting is short term, inventory can be reduced, and revenues are increased temporarily.<span class=\"footnote\" id=\"cadden_1.0-fn07_135\">[footnote]Diane Watkins, \u201cWhat Is Discount Pricing Strategy?,\u201d <em class=\"emphasis\">Chron.com<\/em>, accessed December 1, 2011, <a class=\"link\" target=\"_blank\" href=\"http:\/\/smallbusiness.chron.com\/discount-pricing-strategy-794.html\" rel=\"noopener noreferrer\">smallbusiness.chron.com\/discount-pricing-strategy-794.html<\/a>[\/footnote]<\/span> An important disadvantage, however, is that customers often associate low price with low quality, particularly if a brand name is unfamiliar. A discount pricing strategy could lead to a product or a service being perceived as low quality. Also, price reductions can be easily matched by the competition, eliminating any but the earliest advantage.<span class=\"footnote\" id=\"cadden_1.0-fn07_136\">[footnote]Diane Watkins, \u201cWhat Is Discount Pricing Strategy?,\u201d <em class=\"emphasis\">Chron.com<\/em>, accessed December 1, 2011, <a class=\"link\" target=\"_blank\" href=\"http:\/\/smallbusiness.chron.com\/discount-pricing-strategy-794.html\" rel=\"noopener noreferrer\">smallbusiness.chron.com\/discount-pricing-strategy-794.html<\/a>[\/footnote]<\/span><\/p>\r\n\r\n<\/div>\r\n<div class=\"section\" id=\"cadden_1.0-ch07_s06_s02_s02\">\r\n<h2 class=\"title editable block\">Cost-Based Pricing<\/h2>\r\n<p id=\"cadden_1.0-ch07_s06_s02_s02_p01\" class=\"para editable block\"><em><strong>[pb_glossary id=\"1117\"]Cost-based pricing[\/pb_glossary]<\/strong><\/em> is a very simple approach. A company figures out how much it costs to make a product or deliver a service and then sets the price by adding a profit to the cost<span class=\"footnote\" id=\"cadden_1.0-fn07_137\">.<\/span> For example, if it costs a small toy manufacturer $10 to make its signature stuffed animal (taking into account fixed and variable costs) and the company wants a 20 percent profit per unit, the price to the retailer will be $12.<span class=\"footnote\" id=\"cadden_1.0-fn07_138\">[footnote]\u201cCost-Based Pricing,\u201d <em class=\"emphasis\">Small Business Notes<\/em>, accessed December 1, 2011, <a class=\"link\" target=\"_blank\" href=\"http:\/\/www.smallbusinessnotes.com\/marketing-your-business\/cost-based-pricing.html\" rel=\"noopener noreferrer\">www.smallbusinessnotes.com\/marketing-your-business\/cost-based-pricing.html<\/a>[\/footnote]<\/span><\/p>\r\n<p id=\"cadden_1.0-ch07_s06_s02_s02_p02\" class=\"para editable block no-indent\">Cost-based pricing is very easy to use. It is flexible (allowing different profit percentages to be added to different product lines), allows for easy price adjustments if costs go up or down, and is simple to calculate. On the downside, cost-based pricing ignores product demand, what the competition is doing with pricing, and positioning, and it provides no incentive for cost efficiencies.<span class=\"footnote\" id=\"cadden_1.0-fn07_139\">[footnote]\u201cThe Highs And Lows of Cost-Based Pricing,\u201d <em class=\"emphasis\">Fiona Mackenzie<\/em>, August 26, 2009, December 1, 2011, <a class=\"link\" target=\"_blank\" href=\"http:\/\/fionamackenzie.com.au\/pricing-strategy\/the-highs-and-lows-of-cost-based-pricing.html\" rel=\"noopener noreferrer\">fionamackenzie.com.au\/pricing-strategy\/the-highs-and-lows-of -cost-based-pricing.html<\/a>[\/footnote]<a class=\"link\" target=\"_blank\" href=\"http:\/\/fionamackenzie.com.au\/pricing-strategy\/the-highs-and-lows-of-cost-based-pricing.html\" rel=\"noopener noreferrer\"><\/a><\/span><\/p>\r\n\r\n<\/div>\r\n<div class=\"section\" id=\"cadden_1.0-ch07_s06_s02_s03\">\r\n<h2 class=\"title editable block\">Prestige Pricing<\/h2>\r\n<p id=\"cadden_1.0-ch07_s06_s02_s03_p01\" class=\"para editable block\">[pb_glossary id=\"1118\"]<em><strong>Prestige pricing<\/strong><\/em>[\/pb_glossary] (or premium pricing) taps into the belief that a high price means high quality. Although this relationship exists in many instances, it is not true in all cases. Nonetheless, prestige pricing is \u201ca strategy based on the premise that consumers will feel that products below a particular price will have inferior quality and will not convey a desired status and image.\u201d<span class=\"footnote\" id=\"cadden_1.0-fn07_140\">[footnote]Dana-Nicoleta Lascu and Kenneth E. Clow, <em class=\"emphasis\">Essentials of Marketing<\/em> (Mason, OH: Atomic Dog Publishing), 358\u201359.[\/footnote]<\/span> A small children\u2019s clothing store that carries only top-of-the-line merchandise would use a prestige pricing strategy. Clothing from this store would be seen as having a higher perceived value than clothing from Macy\u2019s but perhaps comparable in value to clothing from Bloomingdale\u2019s, Nordstrom, or Neiman-Marcus.<\/p>\r\n<p id=\"cadden_1.0-ch07_s06_s02_s03_p02\" class=\"para editable block no-indent\">Prestige pricing can be very effective at improving brand identity in a particular market. However, it is not typically used when there is direct competition because such competition tends to have a downward effect on pricing. Unique products usually have the best chance of succeeding with prestige pricing.<span class=\"footnote\" id=\"cadden_1.0-fn07_141\">[footnote]Lisa Magloff, \u201cWhat Is Premium Pricing Strategy?,\u201d <em class=\"emphasis\">Chron.com<\/em>, accessed December 1, 2011, <a class=\"link\" target=\"_blank\" href=\"http:\/\/smallbusiness.chron.com\/premium-pricing-strategy-1107.html\" rel=\"noopener noreferrer\">smallbusiness.chron.com\/premium-pricing-strategy-1107.html<\/a>[\/footnote]<\/span><\/p>\r\n\r\n<\/div>\r\n<div class=\"section\" id=\"cadden_1.0-ch07_s06_s02_s04\">\r\n<h2 class=\"title editable block\">Even-Odd Pricing<\/h2>\r\n<p id=\"cadden_1.0-ch07_s06_s02_s04_p01\" class=\"para editable block\">Also known as the \u201cnine and zero effect,\u201d<span class=\"footnote\" id=\"cadden_1.0-fn07_142\">[footnote]Ivana Taylor, \u201c8 Pricing Strategies You Can Implement Right Now,\u201d August 19, 2008, accessed December 1, 2011, <em class=\"emphasis\">Small Business Trends<\/em>, <a class=\"link\" target=\"_blank\" href=\"http:\/\/smallbiztrends.com\/2008\/08\/8-pricing-strategies-you-can-implement-right-now.html\" rel=\"noopener noreferrer\">smallbiztrends.com\/2008\/08\/8-pricing-strategies-you-can-implement-right-now.html<\/a>[\/footnote]<\/span> [pb_glossary id=\"1119\"]<em><strong>Even-odd pricing<\/strong><\/em>[\/pb_glossary] can be used to communicate quality or value. It assumes that consumers are not perfectly rational, which is true. Emotion plays a much larger role in consumer behavior than rationality.<\/p>\r\n<p id=\"cadden_1.0-ch07_s06_s02_s04_p02\" class=\"para editable block no-indent\">Even-numbered pricing, or setting selling prices in whole numbers (e.g., $20), conveys a higher-quality image. A small, high-end gift shop, for example, would use even pricing for most if not all its products, with odd-numbered prices (e.g., $18.97) used for products that are on sale. Odd-numbered prices give consumers the impression that they are getting a great value. It is a psychological effect with no basis in logic. But it does work in practice.<\/p>\r\n\r\n<\/div>\r\n<div class=\"section\" id=\"cadden_1.0-ch07_s06_s02_s05\">\r\n<h2 class=\"title editable block\">Geographic Pricing<\/h2>\r\n<p id=\"cadden_1.0-ch07_s06_s02_s05_p01\" class=\"para editable block\">Some small companies will use a <em><strong>[pb_glossary id=\"1120\"]geographic pricing[\/pb_glossary]<\/strong><\/em> strategy. This pricing strategy takes the geographic location of a customer into consideration, the rationale being that distribution can increase product delivery costs and thus the cost of the product.<span class=\"footnote\" id=\"cadden_1.0-fn07_143\"><\/span>[footnote]<span class=\"footnote\" id=\"cadden_1.0-fn07_143\">Dana-Nicoleta Lascu and Kenneth E. Clow, <em class=\"emphasis\">Essentials of Marketing<\/em> (Mason, OH: Atomic Dog Publishing), 369.<\/span>[\/footnote] Taxes, the cost of advertising, competitors who benefit from government subsidies, consumer demand, differences in costs of living, and the general cost of doing business are other factors that enter into the decision to use geographic pricing. Small businesses that sell outside the United States would likely encounter the need for geographic pricing. This strategy might also be appropriate when selling in different states.<\/p>\r\n\r\n<div class=\"textbox key-takeaways\">\r\n<h3 itemprop=\"educationalUse\">Key Takeaways<\/h3>\r\n<ul id=\"cadden_1.0-ch07_s06_s02_s05_l01\" class=\"itemizedlist\">\r\n \t<li>Marketing is the only activity that generates revenue for most small businesses.<\/li>\r\n \t<li>Price accounts for revenue.<\/li>\r\n \t<li>Determining a price for its products or services is one of the most important decisions that a small business will make.<\/li>\r\n \t<li>There are many factors involved in choosing the right pricing strategy.<\/li>\r\n \t<li>Having the lowest price is not typically a strong position for small businesses.<\/li>\r\n \t<li>Pricing objectives should be created before a pricing strategy is selected.<\/li>\r\n \t<li>In general, traditional pricing strategies can be applied to the online environment.<\/li>\r\n \t<li>Discount pricing, cost-based pricing, prestige pricing, even-odd pricing, and geographic pricing are pricing strategies that can be considered by a small business.<\/li>\r\n \t<li>How goods and services are priced tells consumers a lot about what to expect from a small business.<\/li>\r\n<\/ul>\r\n<\/div>\r\n&nbsp;\r\n<div class=\"exercises editable block\" id=\"cadden_1.0-ch07_s06_s02_s05_n02\">\r\n<div class=\"textbox exercises\">\r\n<h3 itemprop=\"educationalUse\">Exercises<\/h3>\r\n<ol id=\"cadden_1.0-ch07_s06_s02_s05_l02\" class=\"orderedlist\">\r\n \t<li>The Mill is planning to significantly expand its takeout business. Currently, customers come into the restaurant and order from the menu. With the new Summerside facility and website, customers will be able to order online or fax an order to the restaurant. Emily and Robert have been arguing over how to structure the takeout portion of their operations. Emily wants to maintain the approach where customers order items from the menu. Robert believes that in today\u2019s world, it would be more convenient for customers to order complete prepackaged meals. Mother and son have argued about the nature of these meals. Emily has suggests a limited number of standard meals that could be prepared during the day and sold in the evening when commuters are returning home. However, this might mean that excess inventory would be built up on unwanted items. Robert wants to offer greater variety. These would include a main course, two side dishes, and a dessert. Because there could be a large number of combinations, most would have to be made after the receipt of an order. The \u201crush\u201d to make these meals would drive up costs. How would you go about pricing these two types of meals?<\/li>\r\n \t<li>Visit two small businesses\u2014one that you think would use even-numbered pricing and one that you think would use odd-numbered pricing. Were you right? If not, how would you describe their pricing strategies? Be as specific as you can.<\/li>\r\n \t<li>Visit <a class=\"link\" target=\"_blank\" href=\"http:\/\/www.napastyle.com\/home.jsp\" rel=\"noopener noreferrer\">NapaStyle<\/a>, and analyze its pricing strategy.<\/li>\r\n \t<li>Select a product or a service that you purchased recently from an onground small business and an online small business. The two businesses should be different. Evaluate the price that you paid. What appears to be the pricing strategy of each business? Do you think the price was fair? Why or why not? How would you assess the value that you received for the price you paid?<span class=\"footnote\" id=\"cadden_1.0-fn07_144\">Adapted from David L. Kurtz, <em class=\"emphasis\">Contemporary Business<\/em> (Hoboken, NJ: John Wiley &amp; Sons, 2011), 488.<\/span> <em class=\"emphasis\">Tip<\/em>: If you are not sure whether an online business can be considered a small business, type in the name of the business plus \u201ccorporate HQ\u201d into Google or your preferred search engine. The search should return results that include the number of employees. As long as the company has fewer than five hundred employees, you are all set.<\/li>\r\n<\/ol>\r\n<\/div>\r\n<\/div>\r\n<\/div>\r\n<\/div>\r\n<\/div>\r\n<div class=\"section\" id=\"cadden_1.0-ch07_s07\" xml:lang=\"en\">\r\n<h1 class=\"title editable block\">Marketing Strategy and Place<\/h1>\r\n<div class=\"learning_objectives editable block\" id=\"cadden_1.0-ch07_s07_n01\">\r\n<div class=\"textbox learning-objectives\">\r\n<h3 itemprop=\"educationalUse\">Learning Objectives<\/h3>\r\n<ol id=\"cadden_1.0-ch07_s07_l01\" class=\"orderedlist\">\r\n \t<li>Understand the role of place in the marketing mix and the importance of place to a company.<\/li>\r\n \t<li>Understand the different distribution strategies that a small business can follow.<\/li>\r\n \t<li>Explain the importance of logistics to small businesses.<\/li>\r\n<\/ol>\r\n<\/div>\r\n<\/div>\r\n<p id=\"cadden_1.0-ch07_s07_p01\" class=\"para editable block\">No matter how great a product or a service may be, customers cannot buy it unless it is made available to them onground or online or both. This is the role of the [pb_glossary id=\"1121\"]<em><strong>place<\/strong><\/em>[\/pb_glossary]\u00a0in the marketing mix\u2014to get a product or a service to the target market at a reasonable cost and at the right time. Channels of distribution must be selected, and the physical distribution of goods must be managed <span class=\"footnote\" id=\"cadden_1.0-fn07_145\"><a href=\"http:\/\/2012books.lardbucket.org\/attribution.html?utm_source=citation\">[citation redacted per publisher request]<\/a>.<\/span><\/p>\r\n\r\n<div class=\"section\" id=\"cadden_1.0-ch07_s07_s01\">\r\n<h2 class=\"title editable block\">Channels of Distribution<\/h2>\r\n<p id=\"cadden_1.0-ch07_s07_s01_p01\" class=\"para editable block\">A small business may choose the direct, retail, wholesale, service, or hybrid channels. In general, business-to-business (B2B) distribution channels parallel those of business-to-consumer (B2C) businesses.<\/p>\r\n\r\n<div class=\"figure large large-height editable block\" id=\"cadden_1.0-ch07_s07_s01_f01\">\r\n<h3 class=\"title\">Figure 17.6 Channels of Distribution<\/h3>\r\n<img src=\"http:\/\/pressbooks.library.upei.ca\/smallbusinessmanagement\/wp-content\/uploads\/sites\/23\/2018\/12\/240dab016df267f379c7ed942e685749.jpg\" alt=\"image\" \/>\r\n\r\n<\/div>\r\n<div class=\"section\" id=\"cadden_1.0-ch07_s07_s01_s01\">\r\n<h2 class=\"title editable block\">Direct Channel<\/h2>\r\n<p id=\"cadden_1.0-ch07_s07_s01_s01_p01\" class=\"para editable block\">Many small businesses use the [pb_glossary id=\"1536\"]direct channel[\/pb_glossary]. The direct channel involves selling directly to the final consumer with no [pb_glossary id=\"1537\"]intermediaries[\/pb_glossary]. The direct channel provides close contact with the customer and full control of all aspects related to the marketing of a company\u2019s products.<span class=\"footnote\" id=\"cadden_1.0-fn07_146\">[footnote]Dana-Nicoleta Lascu and Kenneth E. Clow, <em class=\"emphasis\">Essentials of Marketing<\/em> (Mason, OH: Atomic Dog Publishing, 2007), 300.[\/footnote]<\/span> The Sugar Bakery &amp; Sweet Shop in East Haven, Connecticut (winner of the Food Network\u2019s 2010 \u201cCupcake Wars\u201d), uses the direct channel, as does the local farmer when selling fruits and vegetables to the local population. Michael Dell started out by selling computers from his dorm room, and the founders of Nantucket Nectars began their business by selling their home-brewed fruit drinks to boaters in Nantucket Harbor<span class=\"footnote\" id=\"cadden_1.0-fn07_147\">.<\/span> Many B2B sellers also use the direct channel. Consolidated Industries, Inc., for example, sells helicopter parts directly to Sikorsky Aircraft and airline parts directly to Boeing.<\/p>\r\n\r\n<div class=\"video editable block\" id=\"cadden_1.0-ch07_s07_s01_s01_n01\">\r\n<h3 class=\"title\">Video Clip 17.14\u00a0Sugar Bakery &amp; Sweet Shop<\/h3>\r\n[embed]http:\/\/www.youtube.com\/v\/Hpsol0zYjnA[\/embed]\r\n<p class=\"para\">The story of the winner of the Food Network\u2019s 2010 \u201cCupcake Wars.\u201d<\/p>\r\n\r\n<\/div>\r\n<div class=\"callout block\" id=\"cadden_1.0-ch07_s07_s01_s01_n02\">\r\n<h3 class=\"title\">Video Link 17.4\u00a0iPhone App Beefs Up Sausage Sales<\/h3>\r\n<p id=\"cadden_1.0-ch07_s07_s01_s01_p02\" class=\"para\">How an iPhone app has made business easier and better for a mobile sausage vendor.<\/p>\r\n<p id=\"cadden_1.0-ch07_s07_s01_s01_p03\" class=\"para\"><a class=\"link\" target=\"_blank\" href=\"http:\/\/money.cnn.com\/video\/technology\/2010\/09\/16\/t_turnaround_lets_be_frank_square.cnnmoney\" rel=\"noopener noreferrer\">money.cnn.com\/video\/technology\/2010\/09\/16\/t_turnaround_lets_be_frank_square.cnnmoney<\/a><\/p>\r\n\r\n<\/div>\r\n<p id=\"cadden_1.0-ch07_s07_s01_s01_p04\" class=\"para editable block\">Service businesses use the direct channel because there is no way to do otherwise. Services are performed and consumed at the same time, so there is no role for intermediaries. Tanning salons, home repair services, legal services, real estate services, and medical services all deliver directly to the consumer. Online services are also delivered directly to the final consumer, such as <a class=\"link\" target=\"_blank\" href=\"http:\/\/www.carbonite.com\/en\" rel=\"noopener noreferrer\">Carbonite<\/a> and <a class=\"link\" target=\"_blank\" href=\"http:\/\/www.legalzoom.com\/index1x.html\" rel=\"noopener noreferrer\">Legal Zoom<\/a>.<\/p>\r\n<p id=\"cadden_1.0-ch07_s07_s01_s01_p05\" class=\"para editable block no-indent\">The Internet has increased the opportunities for small businesses to use the direct channel as the only means of distribution or as an additional sales channel\u00a0<span class=\"footnote\" id=\"cadden_1.0-fn07_148\"><a href=\"http:\/\/2012books.lardbucket.org\/attribution.html?utm_source=citation\">[citation redacted per publisher request]<\/a>.<\/span> For example, <a class=\"link\" target=\"_blank\" href=\"http:\/\/www.vermontteddybear.com\/Default.aspx?bhcp=1\" rel=\"noopener noreferrer\">Vermont Teddy Bear<\/a> in Shelburne, Vermont, uses the Internet as its primary sales channel. Its only other channel is its onground factory tours that are offered year-round.<\/p>\r\n\r\n<div class=\"video editable block\" id=\"cadden_1.0-ch07_s07_s01_s01_n03\">\r\n<h3 class=\"title\">Video Clip 17.15\u00a0Vermont Teddy Bear Company<\/h3>\r\n[embed]http:\/\/www.youtube.com\/v\/6_xpWdb7SvE[\/embed]\r\n<p class=\"para\">How the company started and how it has grown. It now makes 5,000 bears a day.<\/p>\r\n\r\n<\/div>\r\n<\/div>\r\n<div class=\"section\" id=\"cadden_1.0-ch07_s07_s01_s02\">\r\n<h2 class=\"title editable block\">Retail Channel<\/h2>\r\n<p id=\"cadden_1.0-ch07_s07_s01_s02_p01\" class=\"para editable block\">Many small businesses may choose to produce or manufacture products and distribute them to retailers for sale. This is considered an <em><strong>[pb_glossary id=\"1538\"]indirect channel[\/pb_glossary]<\/strong><\/em>, because the retailer is an intermediary between the producer or manufacturer and the final consumer. If a small business that makes one-of-a-kind, handcrafted picture frames sells its frames to a picture-framing business that in turn sells the frames to its customers, this would be an example of using the retail channel. An online business that sells products made by several producers or manufacturers would also be using the retail channel\u2014and would be called an [pb_glossary id=\"1539\"]<strong>e-tailer<\/strong>[\/pb_glossary].<\/p>\r\n\r\n<div class=\"video editable block\" id=\"cadden_1.0-ch07_s07_s01_s02_n01\">\r\n<h3 class=\"title\">Video Clip 17.16\u00a0Future Vision of Retailing<\/h3>\r\n[embed]https:\/\/www.youtube.com\/watch?v=hQ14_HpnBvY[\/embed]\r\n<p class=\"para\">Microsoft\u2019s vision of future retailing.<\/p>\r\n\r\n<\/div>\r\n<div class=\"video editable block\" id=\"cadden_1.0-ch07_s07_s01_s02_n02\">\r\n<h3 class=\"title\">Video Clip 17.17\u00a0YOUReality Retail Visualization Product<\/h3>\r\n[embed]http:\/\/www.youtube.com\/v\/JImdZ9QbMjc[\/embed]\r\n<p class=\"para\">A new software product that enables customers to interact with products in their own space\u2014really, really cool.<\/p>\r\n\r\n<\/div>\r\n<p id=\"cadden_1.0-ch07_s07_s01_s02_p02\" class=\"para editable block\">Although selling through retailers may expand the distribution coverage to a small business\u2019s target market, the business must give up some control over pricing and promotion. In addition, the business should expect to get a wholesale price from the retailer that is significantly lower than what it would get if it sold directly to the final consumer.<\/p>\r\n\r\n<\/div>\r\n<div class=\"section\" id=\"cadden_1.0-ch07_s07_s01_s03\">\r\n<h2 class=\"title editable block\">Wholesale Channel<\/h2>\r\n<p id=\"cadden_1.0-ch07_s07_s01_s03_p01\" class=\"para editable block\"><em><strong>[pb_glossary id=\"1540\"]Wholesalers[\/pb_glossary]<\/strong><\/em>, a\u00a0(large or small) business that sells to retailers, contractors, or other types of businesses but not to the general public\u00a0are also <em>intermediaries<\/em>. A wholesaler is \u201ca [large or small] business that sells to retailers, contractors, or other types of businesses (excluding farms), but not to the general public (or at least not in any significant amount).\u201d<span class=\"footnote\" id=\"cadden_1.0-fn07_150\">[footnote]\u201cMonthly &amp; Annual Wholesale Trade Definitions,\u201d <em class=\"emphasis\">US Census Bureau<\/em>, October 22, 2010, accessed December 1, 2011, <a class=\"link\" target=\"_blank\" href=\"http:\/\/www.census.gov\/wholesale\/definitions.html\" rel=\"noopener noreferrer\">www.census.gov\/wholesale\/definitions.html<\/a>[\/footnote]<\/span> A small business that chooses to use wholesalers is also using an <em><strong class=\"emphasis bold\">indirect channel<\/strong><\/em> of distribution. Using a wholesaler makes sense when a business makes a product that it wants to sell in many stores that would not be easily or conveniently reachable through the direct channel or the retail channel. For example, Kathleen King\u2019s small gourmet baked goods company (now known as Tate\u2019s Bake Shop) earns much of its annual revenue from the wholesale distribution of its baked goods to approximately one hundred gourmet shops on Long Island, in New York City, and in other states.<span class=\"footnote\" id=\"cadden_1.0-fn07_151\"><\/span>[footnote]<span class=\"footnote\" id=\"cadden_1.0-fn07_151\">Dana-Nicoleta Lascu and Kenneth E. Clow, <em class=\"emphasis\">Essentials of Marketing<\/em> (Mason, OH: Atomic Dog Publishing, 2007), 300.<\/span>[\/footnote] Her products can be viewed online at <a class=\"link\" target=\"_blank\" href=\"http:\/\/www.tatesbakeshop.com\" rel=\"noopener noreferrer\">www.tatesbakeshop.com<\/a>, and her story\u2014including some valuable business lessons that she learned along the way.<\/p>\r\n\r\n<div class=\"video editable block\" id=\"cadden_1.0-ch07_s07_s01_s03_n01\">\r\n<h3 class=\"title\">Video Clip 17.18\u00a0Tate\u2019s Bake Shop<\/h3>\r\n[embed]http:\/\/www.youtube.com\/v\/xSW_tBG_CIo[\/embed]\r\n<p class=\"para\">The story of Kathleen King\u2019s gourmet baked goods business\u2014and some important business lessons learned.<\/p>\r\n\r\n<\/div>\r\n<p id=\"cadden_1.0-ch07_s07_s01_s03_p02\" class=\"para editable block\">Although any small business that uses wholesalers will see a reduction in profit, there are several advantages to wholesaling. For example, wholesalers are able to sell and promote to more customers at a reduced cost, they can deliver more quickly to buyers because wholesalers are closer to them, and wholesalers can inventory products, thereby reducing inventory costs and risks to their suppliers and customers.<span class=\"footnote\" id=\"cadden_1.0-fn07_152\">[footnote]Philip Kotler and Kevin Keller, <em class=\"emphasis\">Marketing Management<\/em> (Upper Saddle River, NJ: Pearson Prentice Hall, 2009), 458\u201359.[\/footnote]<\/span> Small businesses that produce only one or a few products commonly use the wholesale channel of distribution. Retail outlets may not be placing orders from the small business because it is not known. The wholesaler can put the product in front of them.<span class=\"footnote\" id=\"cadden_1.0-fn07_153\">[footnote]Jeff Madura, <em class=\"emphasis\">Introduction to Business<\/em> (St. Paul, MN: Paradigm Publishing, 2010), 445.[\/footnote]<\/span><\/p>\r\n\r\n<\/div>\r\n<div class=\"section\" id=\"cadden_1.0-ch07_s07_s01_s04\">\r\n<h2 class=\"title editable block\">Multichannel Distribution<\/h2>\r\n<p id=\"cadden_1.0-ch07_s07_s01_s04_p01\" class=\"para editable block\">A small business may choose a [pb_glossary id=\"1122\"]<strong>multichannel distribution system<\/strong>[\/pb_glossary] (or hybrid channel). This channel option uses two or more channels of distribution to reach one or more customer segments, offering customers multiple purchase and communication options.<span class=\"footnote\" id=\"cadden_1.0-fn07_154\">[footnote]Philip Kotler and Kevin Keller, <em class=\"emphasis\">Marketing Management<\/em> (Upper Saddle River, NJ: Pearson Prentice Hall, 2009), 429[\/footnote][footnote]Dana-Nicoleta Lascu and Kenneth E. Clow, <em class=\"emphasis\">Essentials of Marketing<\/em> (Mason, OH: Atomic Dog Publishing, 2007), 303.[\/footnote]<\/span> The multichannel approach offers three important advantages:<span class=\"footnote\" id=\"cadden_1.0-fn07_155\">[footnote]Philip Kotler and Kevin Keller, <em class=\"emphasis\">Marketing Management<\/em> (Upper Saddle River, NJ: Pearson Prentice Hall, 2009), 429.[\/footnote]<\/span><\/p>\r\n\r\n<ol id=\"cadden_1.0-ch07_s07_s01_s04_l01\" class=\"orderedlist editable block\">\r\n \t<li><strong class=\"emphasis bold\">Increased market coverage.<\/strong> More customers are able to shop for a company\u2019s product in more places, and customers who buy in more than one channel are often more profitable than one-channel customers.<\/li>\r\n \t<li><strong class=\"emphasis bold\">Lower channel cost.<\/strong> Selling by phone or online is cheaper than selling via personal visits to small customers.<\/li>\r\n \t<li><strong class=\"emphasis bold\">More customized selling.<\/strong> A technical sales force could be added to sell more complex equipment.<\/li>\r\n<\/ol>\r\n<p id=\"cadden_1.0-ch07_s07_s01_s04_p02\" class=\"para editable block\">The hybrid approach works well for small businesses. Tate\u2019s Bake Shop sells directly through its store in Southampton, New York, and online. It sells indirectly to gourmet retailers such as Sugar and Spice in Chappaqua, New York, through its wholesalers. Local restaurants also use the multichannel approach when customers can order online or by phone and then pick up the food at the restaurant.<\/p>\r\n\r\n<\/div>\r\n<\/div>\r\n<div class=\"section\" id=\"cadden_1.0-ch07_s07_s02\">\r\n<h2 class=\"title editable block\">Physical Distribution (Logistics)<\/h2>\r\n<p id=\"cadden_1.0-ch07_s07_s02_p01\" class=\"para editable block\">[pb_glossary id=\"1123\"]<strong>Physical distribution (logistics)<\/strong>[\/pb_glossary] involves \u201call the activities involved in the physical flow and storage of materials, semifinished goods, and finished goods to customers in a manner that is efficient and cost effective.\u201d<span class=\"footnote\" id=\"cadden_1.0-fn07_156\">[footnote]Dana-Nicoleta Lascu and Kenneth E. Clow, <em class=\"emphasis\">Essentials of Marketing<\/em> (Mason, OH: Atomic Dog Publishing, 2007), 306.[\/footnote]<\/span> Logistics can be performed by the producer or the manufacturer, intermediaries, or the customer. Deciding on the right logistics solution may be the differentiator that puts a company ahead of its competition.<span class=\"footnote\" id=\"cadden_1.0-fn07_157\">[footnote]Jennifer Nichols, \u201cGuide to Transportation and Logistics Companies for Small Business,\u201d <em class=\"emphasis\">Business.com<\/em>, accessed December 1, 2011, <a class=\"link\" target=\"_blank\" href=\"http:\/\/www.business.com\/guides\/logistics-management-for-small-business-175\" rel=\"noopener noreferrer\">www.business.com\/guides\/logistics-management-for-small-business-175<\/a>[\/footnote]<\/span> Logistics are relevant to both online and onground companies.<\/p>\r\n<p id=\"cadden_1.0-ch07_s07_s02_p02\" class=\"para editable block no-indent\">The costs of logistics can account for as much as 10\u201335 percent of a company\u2019s gross revenues, so any money that can be saved can lead to more affordable products for consumers and increased profitability. The costs will vary by several factors (e.g., industry sector, company location, and company size). Retailers that offer a wide assortment of products will spend more on logistics because transportation and storage costs will increase as the number of carried products increases.<span class=\"footnote\" id=\"cadden_1.0-fn07_158\">[footnote]Dana-Nicoleta Lascu and Kenneth E. Clow, <em class=\"emphasis\">Essentials of Marketing<\/em> (Mason, OH: Atomic Dog Publishing, 2007), 307.[\/footnote]<\/span><\/p>\r\n\r\n<div class=\"video editable block\" id=\"cadden_1.0-ch07_s07_s02_n01\">\r\n<h3 class=\"title\">Video Clip 17.19\u00a0Logistics<\/h3>\r\n[embed]https:\/\/www.youtube.com\/watch?v=VCh6HnXHKRc[\/embed]\r\n<p class=\"para\">UPS Commercial: We Love Logistics. A fun insight into what logistics are all about.<\/p>\r\n\r\n<\/div>\r\n<p id=\"cadden_1.0-ch07_s07_s02_p03\" class=\"para editable block\">Logistics involve the following four primary functions: transportation, warehousing, inventory control, and order processing.<span class=\"footnote\" id=\"cadden_1.0-fn07_159\">[footnote]Dana-Nicoleta Lascu and Kenneth E. Clow, <em class=\"emphasis\">Essentials of Marketing<\/em> (Mason, OH: Atomic Dog Publishing, 2007), 307.[\/footnote]<\/span><\/p>\r\n\r\n<ol id=\"cadden_1.0-ch07_s07_s02_l01\" class=\"orderedlist editable block\">\r\n \t<li><strong class=\"emphasis bold\">Transportation.<\/strong> The transportation choices for a small business will determine whether products will arrive at their destination in good condition and on time. Transportation costs will increase product price. The choices include truck, rail, air, water, and pipeline. <a class=\"xref\" href=\"#cadden_1.0-ch07_s07_s02_t01\">Table 17.1 \"Characteristics of Different Modes of Transportation\"<\/a> compares these choices. The selection of the best mode or combination of transportation modes depends on a variety of factors, including cost, speed, appropriateness for the type of good, dependability, and accessibility.\u00a0All these things will affect customer value and customer satisfaction.<\/li>\r\n<\/ol>\r\n<div class=\"table block\" id=\"cadden_1.0-ch07_s07_s02_t01\">\r\n<h3>Table 17.1 Characteristics of Different Modes of Transportation<\/h3>\r\n<table style=\"border-spacing: 0px;\" cellpadding=\"0\">\r\n<thead>\r\n<tr>\r\n<th style=\"width: 83px;\">Mode<\/th>\r\n<th style=\"width: 268px;\">Percentage of Total Transportation<\/th>\r\n<th style=\"width: 96px;\">Cost<\/th>\r\n<th style=\"width: 81px;\">Speed<\/th>\r\n<th style=\"width: 390px;\">Product Examples*<\/th>\r\n<\/tr>\r\n<\/thead>\r\n<tbody>\r\n<tr>\r\n<td style=\"width: 83px; text-align: center;\">Rail<\/td>\r\n<td style=\"width: 268px; text-align: center;\">42<\/td>\r\n<td style=\"width: 96px; text-align: center;\">Medium<\/td>\r\n<td style=\"width: 81px; text-align: center;\">Lower<\/td>\r\n<td style=\"width: 390px;\">Coal, stone, cement, oil, grain, lumber, and cars<\/td>\r\n<\/tr>\r\n<tr>\r\n<td style=\"width: 83px; text-align: center;\">Truck<\/td>\r\n<td style=\"width: 268px; text-align: center;\">28<\/td>\r\n<td style=\"width: 96px; text-align: center;\">Higher<\/td>\r\n<td style=\"width: 81px; text-align: center;\">Higher<\/td>\r\n<td style=\"width: 390px;\">Perishables, clothing, furniture, and appliances<\/td>\r\n<\/tr>\r\n<tr>\r\n<td style=\"width: 83px; text-align: center;\">Pipeline<\/td>\r\n<td style=\"width: 268px; text-align: center;\">16<\/td>\r\n<td style=\"width: 96px; text-align: center;\">Lower<\/td>\r\n<td style=\"width: 81px; text-align: center;\">Low<\/td>\r\n<td style=\"width: 390px;\">Oil, gas, chemicals, and coal as a semifluid<\/td>\r\n<\/tr>\r\n<tr>\r\n<td style=\"width: 83px; text-align: center;\">Water<\/td>\r\n<td style=\"width: 268px; text-align: center;\">13<\/td>\r\n<td style=\"width: 96px; text-align: center;\">High<\/td>\r\n<td style=\"width: 81px; text-align: center;\">Low<\/td>\r\n<td style=\"width: 390px;\">Coal, stone, cement, oil, grain, and cars<\/td>\r\n<\/tr>\r\n<tr>\r\n<td style=\"width: 83px; text-align: center;\">Air<\/td>\r\n<td style=\"width: 268px; text-align: center;\">0.4<\/td>\r\n<td style=\"width: 96px; text-align: center;\">High<\/td>\r\n<td style=\"width: 81px; text-align: center;\">High<\/td>\r\n<td style=\"width: 390px;\">Jewelry, perishables, electronics, wine, and spirits<\/td>\r\n<\/tr>\r\n<\/tbody>\r\n<tfoot>\r\n<tr>\r\n<th style=\"width: 918px;\" colspan=\"5\">*Small businesses are represented in each of the product examples given.<\/th>\r\n<\/tr>\r\n<\/tfoot>\r\n<\/table>\r\n<div class=\"copyright\">\r\n<p class=\"para\">Source:[footnote]Adapted from Dana-Nicoleta Lascu and Kenneth E. Clow, <em class=\"emphasis\">Essentials of Marketing<\/em> (Mason, OH: Atomic Dog Publishing, 2007), 308.[\/footnote]<\/p>\r\n\r\n<\/div>\r\n<\/div>\r\n<ol id=\"cadden_1.0-ch07_s07_s02_l02\" class=\"orderedlist editable block\" start=\"2\">\r\n \t<li><strong class=\"emphasis bold\">Warehousing.<\/strong><span class=\"footnote\" id=\"cadden_1.0-fn07_161\">[footnote]Philip Kotler and Kevin Keller, <em class=\"emphasis\">Marketing Management<\/em> (Upper Saddle River, NJ: Pearson Prentice Hall, 2009), 464.[\/footnote]<\/span> Producers and manufacturers must store goods before they are sold because production and consumption rarely match. Some inventory may be kept at or near the point of production or manufacture, but the rest is located in warehouses. Some warehouses also provide assembly, packaging, and promotional display construction services\u2026all for a fee, of course.<\/li>\r\n \t<li><strong class=\"emphasis bold\">Inventory control[pb_glossary id=\"1124\"]<\/strong><em><strong>Inventory control<strong class=\"emphasis bold\">[\/pb_glossary]<\/strong><\/strong><\/em> is about ensuring that goods are where customers want them when they want them. In other words, it is about avoiding the \u201cout of stock\u201d situation that irritates customers. Small-business owners must understand how much inventory will be needed to address their customers\u2019 needs on a timely basis and at the appropriate cost (think pricing strategy). High inventories are undesirable because they may lead to obsolete products, depressed sales of new models, and liquidation prices that may change customer expectations in the future.<span class=\"footnote\" id=\"cadden_1.0-fn07_162\">[footnote]Dana-Nicoleta Lascu and Kenneth E. Clow, <em class=\"emphasis\">Essentials of Marketing<\/em> (Mason, OH: Atomic Dog Publishing, 2007), 312.[\/footnote]<\/span> Small businesses should think of inventory as a wasting asset: it does not improve with time and, in fact, becomes less valuable with every day that passes\u2014taking up space and incurring heat, light, power, handling, and interest charges. Every day that shows inventory and no sales will also show no profit. The goal is to keep inventory as low as possible.<span class=\"footnote\" id=\"cadden_1.0-fn07_163\">[footnote]\u201cHow to Run a Small Business: Inventory Management,\u201d <em class=\"emphasis\">StartupNation LLC<\/em>, accessed December 1, 2011, <a class=\"link\" target=\"_blank\" href=\"http:\/\/www.startupnation.com\/business-articles\/899\/1\/AT_InventoryMgt.asp\" rel=\"noopener noreferrer\">www.startupnation.com\/business-articles\/899\/1\/AT _InventoryMgt.asp<\/a>[\/footnote]<\/span><\/li>\r\n \t<li><strong class=\"emphasis bold\">Order processing.<\/strong><span class=\"footnote\" id=\"cadden_1.0-fn07_164\"><\/span>[footnote]<span class=\"footnote\" id=\"cadden_1.0-fn07_164\">Philip Kotler and Kevin Keller, <em class=\"emphasis\">Marketing Management<\/em> (Upper Saddle River, NJ: Pearson Prentice Hall, 2009), 464.<\/span>[\/footnote] Every small business should want to shorten the elapsed time between an order\u2019s receipt, delivery, and payment. Although there are typically multiple steps involved, the reality is that the longer the cycle, the lower the customer\u2019s satisfaction, the higher the company\u2019s costs, and the lower the company\u2019s profits. Streamlining the process should be a priority.<\/li>\r\n<\/ol>\r\n<p id=\"cadden_1.0-ch07_s07_s02_p04\" class=\"para editable block\">There are several things that small businesses can do to increase the efficiency and the effectiveness of their logistics.<span class=\"footnote\" id=\"cadden_1.0-fn07_165\">[footnote]Jennifer Nichols, \u201cGuide to Transportation and Logistics Companies for Small Business,\u201d <em class=\"emphasis\">Business.com<\/em>, accessed December 1, 2011, <a class=\"link\" target=\"_blank\" href=\"http:\/\/www.business.com\/guides\/logistics-management-for-small-business-175\" rel=\"noopener noreferrer\">www.business.com\/guides\/logistics-management-for-small-business-175<\/a>[\/footnote]<\/span> For example, a business can select a logistics company that is industry specific (e.g., wine or clothing) because that company will understand the shipping needs of the products or use small business logistics services from UPS or FedEx.<\/p>\r\n<p id=\"cadden_1.0-ch07_s07_s02_p05\" class=\"para editable block no-indent\">Logistics management also includes supply chain management.<\/p>\r\n\r\n<\/div>\r\n<div class=\"section\" id=\"cadden_1.0-ch07_s07_s03\">\r\n<h2 class=\"title editable block\">Place and the Website<\/h2>\r\n<p id=\"cadden_1.0-ch07_s07_s03_p01\" class=\"para editable block\">For small businesses that sell online or hope to sell online, the company website \u201cplaces\u201d the product or the service in the hands of the customer. As a result, there are several decisions that must be made to facilitate the process so that customers can have a good online experience<span class=\"footnote\" id=\"cadden_1.0-fn07_166\">[footnote]Adapted from Sharad Singh, \u201cFive Retail IT Trends to Watch in 2011,\u201d <em class=\"emphasis\">RetailCustomerExperience.com<\/em>, December 10, 2010, accessed December 1, 2011, <a class=\"link\" target=\"_blank\" href=\"http:\/\/www.retailcustomerexperience.com\/article\/178220\/Five-retail-IT-trends-to-watch-in-2011\" rel=\"noopener noreferrer\">www.retailcustomerexperience.com\/article\/178220\/Five-retail-IT-trends-to-watch-in -2011<\/a>[\/footnote][footnote]Jan Zimmerman, <em class=\"emphasis\">Web Marketing for Dummies<\/em>, 2nd ed. (Hoboken, NJ: Wiley, 2009), 111\u201319.[\/footnote]<\/span> and be less inclined to abandon their shopping carts and leave the site without making a purchase.<\/p>\r\n\r\n<ul id=\"cadden_1.0-ch07_s07_s03_l01\" class=\"itemizedlist editable block\">\r\n \t<li><strong class=\"emphasis bold\">Better sorting and searching.<\/strong> Make it easier for shoppers to find what they are looking for.<\/li>\r\n \t<li><strong class=\"emphasis bold\">Multibrand combinations in a single cart.<\/strong> If multiple brands are carried, make it possible to combine shopping carts across brands and apply promotions on the entire cart.<\/li>\r\n \t<li><strong class=\"emphasis bold\">Clarity on price and delivery rate.<\/strong> Prices and delivery rates should be marked clearly, with no ambiguity.<\/li>\r\n \t<li><strong class=\"emphasis bold\">Multiple payment options.<\/strong> Offer more than credit cards. (See <a class=\"xref\" href=\"cadden_1.0-ch04#cadden_1.0-ch04\">Chapter 4 \"E-Business and E-Commerce\"<\/a> for a discussion of payment options.)<\/li>\r\n \t<li><strong class=\"emphasis bold\">Check-out options.<\/strong> Do not require a customer to register before completing checkout.<\/li>\r\n \t<li><strong class=\"emphasis bold\">Provide a product search engine.<\/strong> The larger and more complex the product selection, the more a product search engine is needed. Shoppers can search by product name; product type; price; product attributes, such as color, size, or material; or brand either alone or in combination.<\/li>\r\n \t<li><strong class=\"emphasis bold\">Two clicks to buy.<\/strong> The fewer the number of clicks to buy, the greater the chances that a shopper will do just that.<\/li>\r\n \t<li><strong class=\"emphasis bold\">Customer support.<\/strong> Offer customer support throughout the buying process. Make it easy to communicate with a real person; spell out the company\u2019s warranty, refund, and return policies; ensure privacy and security; and let shoppers know if you put cookies on their computers.<\/li>\r\n \t<li><strong class=\"emphasis bold\">Fulfilling orders.<\/strong> Ideally, send each customer an e-mail confirming when the order is completed, remind the shopper to print the order details, and provide a tracking number with a direct link to the carrier\u2019s website so that the shopper can follow the progress of shipment.<\/li>\r\n<\/ul>\r\n<p id=\"cadden_1.0-ch07_s07_s03_p02\" class=\"para editable block\"><em><strong>[pb_glossary id=\"1125\"]Shopping cart abandonment[\/pb_glossary]<\/strong><\/em>, or leaving a website without buying any of the items in the shopping cart, is something that affects almost every Internet retailer, including small businesses. Cart abandonment estimates range from 20 percent to 60 percent.<span class=\"footnote\" id=\"cadden_1.0-fn07_167\">[footnote]\u201cDigital Window Shopping: The Long Journey to \u2018Buy\u2019\u201d <em class=\"emphasis\">McAfee, Inc.<\/em>, accessed December 1, 2011, <a class=\"link\" target=\"_blank\" href=\"http:\/\/www.mcafeesecure.com\/us\/resources\/whitepapers\/digital_window_shopping.jsp\" rel=\"noopener noreferrer\">www.mcafeesecure.com\/us\/resources\/whitepapers\/digital_window _shopping.jsp<\/a>[\/footnote]<\/span> An understanding of why shoppers are abandoning their carts should lead to some serious thinking during website design and operation. <a class=\"xref\" href=\"#cadden_1.0-ch07_s07_s03_t01\">Table 3.2 \"Why Online Shoppers Abandon Their Shopping Carts\"<\/a> gives examples of why shoppers abandon a purchase. Because shipping is the number one reason why shoppers abandon their shopping carts, think very carefully about what the shipping charges will be.<span class=\"footnote\" id=\"cadden_1.0-fn07_168\">[footnote]Jan Zimmerman, <em class=\"emphasis\">Web Marketing for Dummies<\/em>, 2nd ed. (Hoboken, NJ: Wiley, 2009), 118.[\/footnote]<\/span><\/p>\r\n\r\n<div class=\"table block\" id=\"cadden_1.0-ch07_s07_s03_t01\">\r\n<h3 class=\"title\">Table 17.2 Why Online Shoppers Abandon Their Shopping Carts<\/h3>\r\n<table style=\"border-spacing: 0px;\" cellpadding=\"0\">\r\n<tbody>\r\n<tr>\r\n<td>High shipping charges<\/td>\r\n<td>46%<\/td>\r\n<\/tr>\r\n<tr>\r\n<td>Wanted to comparison shop<\/td>\r\n<td>37%<\/td>\r\n<\/tr>\r\n<tr>\r\n<td>Lack of money<\/td>\r\n<td>36%<\/td>\r\n<\/tr>\r\n<tr>\r\n<td>Wanted to look for a coupon<\/td>\r\n<td>27%<\/td>\r\n<\/tr>\r\n<tr>\r\n<td>Wanted to shop offline<\/td>\r\n<td>26%<\/td>\r\n<\/tr>\r\n<tr>\r\n<td>Could not find preferred payment option<\/td>\r\n<td>24%<\/td>\r\n<\/tr>\r\n<tr>\r\n<td>Item was unavailable at checkout<\/td>\r\n<td>23%<\/td>\r\n<\/tr>\r\n<tr>\r\n<td>Could not find customer support<\/td>\r\n<td>22%<\/td>\r\n<\/tr>\r\n<tr>\r\n<td>Concerned about security of credit card data<\/td>\r\n<td>21%<span class=\"footnote\" id=\"cadden_1.0-fn07_169\">[footnote]\u201cDigital Window Shopping: The Long Journey to \u2018Buy\u2019\u201d <em class=\"emphasis\">McAfee, Inc.<\/em>, accessed December 1, 2011, <a class=\"link\" target=\"_blank\" href=\"http:\/\/www.mcafeesecure.com\/us\/resources\/whitepapers\/digital_window_shopping.jsp\" rel=\"noopener noreferrer\">www.mcafeesecure.com\/us\/resources\/whitepapers\/digital_window _shopping.jsp<\/a>[\/footnote]<\/span><\/td>\r\n<\/tr>\r\n<\/tbody>\r\n<\/table>\r\n<\/div>\r\n<div class=\"key_takeaways editable block\" id=\"cadden_1.0-ch07_s07_s03_n01\">\r\n<div class=\"textbox key-takeaways\">\r\n<h3 itemprop=\"educationalUse\">Key Takeaways<\/h3>\r\n<ul id=\"cadden_1.0-ch07_s07_s03_l02\" class=\"itemizedlist\">\r\n \t<li>Understand that place is about getting the product or the service to the target market where customers want it, when they want it, and at a reasonable cost.<\/li>\r\n \t<li>A small business may choose the direct, retail, wholesale, service, or hybrid channels or some combination of these channels.<\/li>\r\n \t<li>In general, B2B distribution channels parallel those of B2C businesses.<\/li>\r\n \t<li>The direct channel involves selling to the final customer with no intermediaries involved.<\/li>\r\n \t<li>Service businesses use the direct channel only because services are performed and consumed at the same time.<\/li>\r\n \t<li>The retail channel is considered indirect because the retailer is an intermediary between the producer or manufacturer and the final customer.<\/li>\r\n \t<li>The wholesale channel is also an indirect channel. The wholesaler is placed between the producer or manufacturer and the retailer.<\/li>\r\n \t<li>The multichannel distribution system (hybrid channel) uses two or more channels to reach one or more customer segments.<\/li>\r\n \t<li>Logistics are about getting materials, semifinished goods, and finished goods to customers efficiently and cost effectively. They can be handled by the producer or the manufacturer, intermediaries, or the customer.<\/li>\r\n \t<li>Logistics include decisions related to warehousing, transportation, inventory control, and order processing. These decisions are relevant to both online and onground companies.<\/li>\r\n \t<li>Websites play an important role in \u201cplacing\u201d goods and services into the hands of customers.<\/li>\r\n \t<li>It is important to reduce the number of customers who abandon their shopping carts (i.e., leave the website without purchasing the items in their shopping carts).<\/li>\r\n \t<li>Shopping cart abandonment is common among online retailers. Shoppers abandon their carts for a variety of reasons, the most important one being high shipping charges.<\/li>\r\n<\/ul>\r\n<\/div>\r\n<div class=\"textbox exercises\">\r\n<h3 itemprop=\"educationalUse\">Exercises<\/h3>\r\n<ol id=\"cadden_1.0-ch07_s07_s03_l03\" class=\"orderedlist\">\r\n \t<li>Assume that you own a small business that specializes in gift baskets for children. You have been satisfied with your success so far but are anxious to spread your wings. You sell online as well as onground and have received several notes from potential online customers expressing their disappointment that you distribute the gift baskets only in the Charlottetown area. You have decided to find out what logistics would be involved in shipping to Nova Scotia; Newfoundland; Quebec; and British Columbia. Discuss the transportation mode(s) that would best fit your company for each area.<\/li>\r\n \t<li>Visit <a class=\"link\" target=\"_blank\" href=\"http:\/\/www.levenger.com\" rel=\"noopener noreferrer\">Levenger<\/a>, <a class=\"link\" target=\"_blank\" href=\"http:\/\/www.carbonite.com\/en\" rel=\"noopener noreferrer\">Carbonite<\/a>, and <a class=\"link\" target=\"_blank\" href=\"http:\/\/www.zipcar.com\" rel=\"noopener noreferrer\">ZipCar<\/a>. How do these small businesses get their products or services \u201cinto the hands\u201d of the customer? Think broadly and creatively.<\/li>\r\n<\/ol>\r\n<\/div>\r\n<\/div>\r\n<\/div>\r\n<\/div>\r\n<div class=\"section\" id=\"cadden_1.0-ch07_s08\" xml:lang=\"en\">\r\n<h1 class=\"title editable block\">Marketing Strategy and Promotion<\/h1>\r\n<div class=\"learning_objectives editable block\" id=\"cadden_1.0-ch07_s08_n01\">\r\n<div class=\"textbox learning-objectives\">\r\n<h3 itemprop=\"educationalUse\">Learning Objectives<\/h3>\r\n<ol id=\"cadden_1.0-ch07_s08_l01\" class=\"orderedlist\">\r\n \t<li>Understand the role of promotion in the marketing mix and its importance to a company.<\/li>\r\n \t<li>Understand the different ways that a small business can promote its products or services.<\/li>\r\n \t<li>Explain the differences and similarities in the marketing communications mix of online and onground businesses.<\/li>\r\n<\/ol>\r\n<\/div>\r\n<\/div>\r\n<p id=\"cadden_1.0-ch07_s08_p01\" class=\"para editable block\">[pb_glossary id=\"1126\"]<em><strong>Promotion<\/strong><\/em>[\/pb_glossary], the fourth P in the marketing mix, is now more commonly referred to as [pb_glossary id=\"1127\"]<strong>marketing communications<\/strong>[\/pb_glossary]. Marketing communications can be defined as \u201cthe means by which firms attempt to inform, persuade, and remind customers\u2014directly or indirectly\u2014about the products and brands they sell. In a sense, marketing communications represent the \u2018voice\u2019 of the company and its brands and are a means by which it can establish a dialogue and build relationships with consumers.\u201d<span class=\"footnote\" id=\"cadden_1.0-fn07_170\"><\/span>[footnote]<span class=\"footnote\" id=\"cadden_1.0-fn07_170\">Philip Kotler and David Lane Keller, <em class=\"emphasis\">Marketing Management<\/em> (Upper Saddle River, NJ: Pearson Prentice Hall, 2009), 470.<\/span>[\/footnote] Marketing communications are all about getting the word out about a company\u2019s products and services because customers cannot buy what they do not know about, and, in the process, creating more of a two-way relationship with customers than was typical of the more traditional notion of promotion. A further conceptual iteration is the term [pb_glossary id=\"1128\"]<em><strong>integrated marketing communications (IMC)<\/strong><\/em>[\/pb_glossary] which is \u201c[T]he coordination and integration of all marketing communication tools, avenues, and sources within a company into a seamless program designed to maximize the communication impact on consumers, businesses, and other constituencies of an organization.\u201d<span class=\"footnote\" id=\"cadden_1.0-fn07_171\">[footnote]Dana-Nicoleta Lascu and Kenneth E. Clow, <em class=\"emphasis\">Essentials of Marketing<\/em> (Mason, OH: Atomic Dog Publishing, 2007), 380.[\/footnote]<\/span> Small-business owners should be familiar and comfortable with all three terms because at least one of them will be the basis of conversations with vendors, employees, and other businesses. However, from a small business management perspective, IMC should be the guiding philosophy for a company.<\/p>\r\n<p id=\"cadden_1.0-ch07_s08_p02\" class=\"para editable block no-indent\">Prior to selecting and designing any communications, however, objectives must be established for the marketing communications program.<\/p>\r\n\r\n<div class=\"section\" id=\"cadden_1.0-ch07_s08_s01\">\r\n<h2 class=\"title editable block\">IMC Objectives<\/h2>\r\n<p id=\"cadden_1.0-ch07_s08_s01_p01\" class=\"para editable block\">Every small business must decide what it wants to accomplish with its IMC plan. Although many IMC plans may be oriented toward a single objective, it is possible for a program to accomplish more than one objective at a time. The problem is that this may be confusing to potential customers.<span class=\"footnote\" id=\"cadden_1.0-fn07_172\">[footnote]Dana-Nicoleta Lascu and Kenneth E. Clow, <em class=\"emphasis\">Essentials of Marketing<\/em> (Mason, OH: Atomic Dog Publishing, 2007), 393.[\/footnote]<\/span> IMC objectives can fall into seven major categories: increase demand, differentiate a product (stressing benefits and features not available from competitors), provide more information about the product or the service (more information seen as being correlated with greater likelihood of purchase), build [pb_glossary id=\"1129\"]brand equity[\/pb_glossary] (the value added to a brand by customer perceptions of quality and customer awareness of the brand), reduce purchase risk (important for new products and gaining new customers of current products), stimulate trial (to build new brands and rejuvenate stagnant brands),<span class=\"footnote\" id=\"cadden_1.0-fn07_173\"><\/span>[footnote]<span class=\"footnote\" id=\"cadden_1.0-fn07_173\">Adapted from Dana-Nicoleta Lascu and Kenneth E. Clow, <em class=\"emphasis\">Essentials of Marketing<\/em> (Mason, OH: Atomic Dog Publishing, 2007), 393\u201396.<\/span>[\/footnote] and brand recognition. As with all objectives, IMC objectives must meet the SMART (specific, measurable, achievable, realistic, and time-based).<\/p>\r\n\r\n<\/div>\r\n<div class=\"section\" id=\"cadden_1.0-ch07_s08_s02\">\r\n<h2 class=\"title editable block\">Marketing Communications Mix<\/h2>\r\n<p id=\"cadden_1.0-ch07_s08_s02_p01\" class=\"para editable block\">The [pb_glossary id=\"1171\"]<strong>marketing communications mix<\/strong>[\/pb_glossary] for a small business, either pure-play or brick-and-click, will consist of some combination of the following major modes of communication: advertising, sales promotion, events and experiences, public relations (PR) and publicity, direct marketing, interactive marketing, word-of-mouth communication, and personal selling.<span class=\"footnote\" id=\"cadden_1.0-fn07_174\">[footnote]Philip Kotler and David Lane Keller, <em class=\"emphasis\">Marketing Management<\/em> (Upper Saddle River, NJ: Pearson Prentice Hall, 2009), 470.[\/footnote]<\/span> Each mode of communication has its own advantages and disadvantages, which should all be considered carefully before any final selections should be made.<\/p>\r\n\r\n<div class=\"figure large medium-height editable block\" id=\"cadden_1.0-ch07_s08_s02_f01\">\r\n<h3 class=\"title\"><span class=\"title-prefix\">Figure 17.7<\/span> The Marketing Communications Mix<\/h3>\r\n<img src=\"http:\/\/pressbooks.library.upei.ca\/smallbusinessmanagement\/wp-content\/uploads\/sites\/23\/2018\/12\/860e4602fb15779f22bdb74b2ac49b95.jpg\" alt=\"image\" \/>\r\n<div class=\"copyright\">\r\n<p class=\"para\">Source:[footnote]Philip Kotler and David Lane Keller, <em class=\"emphasis\">Marketing Management<\/em> (Upper Saddle River, NJ: Pearson Prentice Hall, 2009), 473.[\/footnote]<\/p>\r\n\r\n<\/div>\r\n<\/div>\r\n<div class=\"section\" id=\"cadden_1.0-ch07_s08_s02_s01\">\r\n<h2 class=\"title editable block\">Advertising<\/h2>\r\n<p id=\"cadden_1.0-ch07_s08_s02_s01_p01\" class=\"para editable block\">[pb_glossary id=\"1130\"]<em><strong>Advertising<\/strong><\/em>[\/pb_glossary] is \u201cany paid form of nonpersonal presentation and promotion of ideas, goods, or services by an identified sponsor.\u201d<span class=\"footnote\" id=\"cadden_1.0-fn07_175\"><\/span>[footnote]<span class=\"footnote\" id=\"cadden_1.0-fn07_175\">Philip Kotler and David Lane Keller, <em class=\"emphasis\">Marketing Management<\/em> (Upper Saddle River, NJ: Pearson Prentice Hall, 2009), 472.<\/span>[\/footnote] Advertising is around us all the time\u2014for example, ads are on television and radio, in newspapers and magazines, in train stations and on trains, on the sides and inside of buses, in public restrooms, in taxis, on websites, and on billboards. Ads can also be found in other places, and the locations are limited only by the creativity of the company placing the ads.<\/p>\r\n<p id=\"cadden_1.0-ch07_s08_s02_s01_p02\" class=\"para editable block no-indent\">Small businesses must choose [pb_glossary id=\"1161\"]<strong>advertising media<\/strong>[\/pb_glossary] (e.g., radio, television, newspapers, billboards, the Internet, and magazines) based on its product, target audience, and budget. A local travel agency selling spring getaways to college students, for example, might post flyers on campus bulletin boards, run ads in the campus newspaper (for the students) and local newspapers (for the parents), and run ads on the college radio station. Examples of tried and true advertising media for small businesses include the yellow pages, newspaper and magazine advertising, direct mail, business cards, vehicle advertising, radio and cable television advertising, bench\/bus stop advertising, local website advertising, e-mail advertising, eBay listings, community involvement, and cross-promotion (joining forces with other businesses). <span class=\"footnote\" id=\"cadden_1.0-fn07_177\">[footnote]Susan Ward, \u201c17 Advertising Ideas for Small Businesses,\u201d <em class=\"emphasis\">About.com<\/em>, accessed December 1, 2011, <a class=\"link\" target=\"_blank\" href=\"http:\/\/sbinfocanada.about.com\/od\/advertising\/a\/17adideas.htm\" rel=\"noopener noreferrer\">sbinfocanada.about.com\/od\/advertising\/a\/17adideas.htm<\/a>[\/footnote][footnote]Lanee Blunt, \u201cSmall Business Advertising: Low Cost Flyers,\u201d <em class=\"emphasis\">Advertising @ Suite 101<\/em>, February 11, 2011, accessed December 1, 2011, <a class=\"link\" target=\"_blank\" href=\"http:\/\/lanee-blunt.suite101.com\/small-business-advertising-low-cost-flyers-a346278\" rel=\"noopener noreferrer\">lanee-blunt.suite101.com\/small-business -advertising-low-cost-flyers-a346278<\/a>[\/footnote]<\/span> Even advertising in the big leagues is not out of the question for a small business. <a class=\"link\" target=\"_blank\" href=\"https:\/\/www.salesgenie.com\" rel=\"noopener noreferrer\">Salesgenie.com<\/a> decided to advertise during Super Bowl XLII in February 2008, choosing to risk major capital to connect with the huge Super Bowl customer base.<span class=\"footnote\" id=\"cadden_1.0-fn07_178\">[footnote]The Street, \u201cSmall Shops Aim for Super Bowl Edge,\u201d <em class=\"emphasis\">MSN Money<\/em>, February 1, 2011, accessed December 1, 2011, <a class=\"link\" target=\"_blank\" href=\"http:\/\/money.msn.com\/how-to-invest\/small-shops-aim-for-a-super-edge-thestreet.aspx\" rel=\"noopener noreferrer\">money.msn.com\/how-to-invest\/small-shops-aim-for-a -super-edge-thestreet.aspx<\/a>[\/footnote]<\/span><\/p>\r\n<p id=\"cadden_1.0-ch07_s08_s02_s01_p03\" class=\"para editable block no-indent\">Advertising on the Internet is also a consideration for the marketing communications mix of any business with a web presence. According to Lorrie Thomas, author of <em class=\"emphasis\">Online Marketing<\/em>,<span class=\"footnote\" id=\"cadden_1.0-fn07_179\"><\/span>[footnote]<span class=\"footnote\" id=\"cadden_1.0-fn07_179\">Lorrie Thomas, <em class=\"emphasis\">Online Marketing<\/em> (New York: McGraw-Hill, 2011), 157.<\/span>[\/footnote] online advertising \u201ccan rocket your web marketing into the stratosphere\u201d if it is done correctly. If not done correctly, however, it will \u201cblast a giant crater in your budget.\u201d Online advertising includes the following entities: [pb_glossary id=\"1163\"]banner ads[\/pb_glossary] (image ads that range in size and technical capability); [pb_glossary id=\"1165\"]e-mail advertising[\/pb_glossary]<span class=\"margin_term\"><\/span> (ads in newsletters, an ad in another company\u2019s e-mail, e-mailing a list with a dedicated message, or a company advertising to its own customers with its own e-mail list); [pb_glossary id=\"1166\"]news site advertising[\/pb_glossary]\u00a0(placing ads on news, opinion, entertainment, and other sites that the audience frequents); [pb_glossary id=\"1167\"]blog advertising[\/pb_glossary]<span class=\"margin_term\"><\/span> (buying ads directly on popular blogs); [pb_glossary id=\"1168\"]social media advertising[\/pb_glossary] (advertising on sites such as Twitter, Facebook, and LinkedIn); and [pb_glossary id=\"1169\"]affiliate marketing[\/pb_glossary] (company A places an ad for its product on the site of company B; company A then pays company B an agreed-on fee when a customer clicks on the ad and buys something).[footnote]<span class=\"footnote\" id=\"cadden_1.0-fn07_180\">Lorrie Thomas, <em class=\"emphasis\">Online Marketing<\/em> (New York: McGraw-Hill, 2011), 159\u201361.<\/span>[\/footnote] Another possibility is Google AdWords. A small business can promote itself alongside relevant Google search results and on Google\u2019s advertising network. This allows a business to reach people who are already looking online for information about the products and services that a business offers.<span class=\"footnote\" id=\"cadden_1.0-fn07_181\">[footnote]\u201cGoogle AdWords: Advertise Your Business on Google,\u201d accessed January 24, 2012, <a class=\"link\" target=\"_blank\" href=\"http:\/\/accounts.google.com\/ServiceLogin?service=adwords&amp;hl=en&amp;ltmpl=regionalc&amp;passive=true&amp;ifr=false&amp;alwf=true&amp;continue=https:\/\/adwords.google.com\/um\/gaiaauth?apt%3DNone%26ltmpl%3Dregionalc&amp;sacu=1&amp;sarp=1&amp;sourceid=awo&amp;subid=us-en-et-bizsol\" rel=\"noopener noreferrer\">accounts.google.com\/ServiceLogin?service=adwords&amp;hl=en&amp;ltmpl=regionalc &amp;passive=true&amp;ifr=false&amp;alwf=true&amp;continue=https:\/\/adwords.google.com\/um\/gaiaauth?apt%3DNone%26ltmpl%3Dregionalc&amp;sacu=1&amp;sarp=1&amp;sourceid=awo&amp; subid=us-en-et-bizsol<\/a>[\/footnote]<\/span><\/p>\r\n\r\n<div class=\"callout block\" id=\"cadden_1.0-ch07_s08_s02_s01_n01\">\r\n<h3 class=\"title\">Video Link 17.5\u00a0Attracting Consumer Attention through Advertising<\/h3>\r\n<p id=\"cadden_1.0-ch07_s08_s02_s01_p04\" class=\"para\">Relating ads to the target market, making ads appealing, and including the element of surprise.<\/p>\r\n<p id=\"cadden_1.0-ch07_s08_s02_s01_p05\" class=\"para\"><a class=\"link\" target=\"_blank\" href=\"http:\/\/videos.smallbusinessnewz.com\/2011\/01\/31\/attracting-consumer-attention-through-advertising\" rel=\"noopener noreferrer\">videos.smallbusinessnewz.com\/2011\/01\/31\/attracting-consumer-attention-through-advertising<\/a><\/p>\r\n\r\n<\/div>\r\n<p id=\"cadden_1.0-ch07_s08_s02_s01_p06\" class=\"para editable block\">Advertising offers several advantages to the small business. For example, advertising is able to reach a diverse and geographically dispersed audience; it allows the seller to repeat a message many times; and it provides the opportunity for dramatizing the company and its products through the artful use of print, color, and sound. However, the audience does not feel obligated to pay attention or respond to an ad.<span class=\"footnote\" id=\"cadden_1.0-fn07_182\"><\/span>[footnote]<span class=\"footnote\" id=\"cadden_1.0-fn07_182\">Philip Kotler and David Lane Keller, <em class=\"emphasis\">Marketing Management<\/em> (Upper Saddle River, NJ: Pearson Prentice Hall, 2009), 487.<\/span>[\/footnote] Whether the advantages of advertising outweigh the costs and disadvantages is something that must be decided by each small business.<\/p>\r\n\r\n<\/div>\r\n<div class=\"section\" id=\"cadden_1.0-ch07_s08_s02_s02\">\r\n<h2 class=\"title editable block\">Sales Promotion<\/h2>\r\n<p id=\"cadden_1.0-ch07_s08_s02_s02_p01\" class=\"para editable block\">Given the expense of advertising and the fact that consumers are exposed to so many advertising messages every day, many companies correctly believe that advertising alone is not enough to get people to try a product a product or a service. Enter lower-cost sales promotion techniques. <em><strong>[pb_glossary id=\"1131\"]Sales promotion[\/pb_glossary]<\/strong><\/em> refers to the variety of short-term incentives to encourage trial or purchase of a product or a service. Examples of commonly used sales promotions include contests, sweepstakes, coupons, premiums and gifts, product samples, rebates, low-interest financing, price discounting, point-of-sale displays, and frequent user or loyalty programs.<span class=\"footnote\" id=\"cadden_1.0-fn07_183\">[footnote]Philip Kotler and David Lane Keller, <em class=\"emphasis\">Marketing Management<\/em> (Upper Saddle River, NJ: Pearson Prentice Hall, 2009), 472[\/footnote][footnote]\u201cSales Promotion Strategy,\u201d <em class=\"emphasis\">Small Business Bible<\/em>, accessed December 1, 2011, <a class=\"link\" target=\"_blank\" href=\"http:\/\/www.smallbusinessbible.org\/salespromotionstrategy.html\" rel=\"noopener noreferrer\">www.smallbusinessbible.org\/salespromotionstrategy.html<\/a>[\/footnote]<\/span> These promotions can be used by and offer several advantages to small businesses:<span class=\"footnote\" id=\"cadden_1.0-fn07_184\">[footnote]Chris Joseph, \u201cSales Promotion Advantages,\u201d <em class=\"emphasis\">Chron.com<\/em>, accessed December 1, 2011, <a class=\"link\" target=\"_blank\" href=\"http:\/\/smallbusiness.chron.com\/sales-promotion-advantages-1059.html\" rel=\"noopener noreferrer\">smallbusiness.chron.com\/sales-promotion-advantages-1059.html<\/a>[\/footnote]<\/span><\/p>\r\n\r\n<ul id=\"cadden_1.0-ch07_s08_s02_s02_l01\" class=\"itemizedlist editable block\">\r\n \t<li><strong class=\"emphasis bold\">Attracting new customers with price.<\/strong> A reduced price could lure customers away from the competition. For example, a small electronics store that is competing with a large retailer could offer a discounted price on a popular cell phone for a limited time.<\/li>\r\n \t<li><strong class=\"emphasis bold\">Gain community favor.<\/strong> By offering a promotion that helps a worthy cause, you can create a good name for the business. Donate a portion of sales to the local food bank, buy clothing for the homeless, or donate to the local animal shelter to help pay veterinarian bills.<\/li>\r\n \t<li><strong class=\"emphasis bold\">Encourage repeat purchases.<\/strong> Rewards and loyalty programs can be very successful for small businesses. Coffee clubs are popular (buy so many coffees at the regular price and you get one cup free), but this approach can work for sandwiches at a deli, bags of bird food or dog food at the local pet store, shoe repairs at the local cobbler, dry cleaning services, and virtually any other kind of business.<\/li>\r\n \t<li><strong class=\"emphasis bold\">Entice reluctant customers.<\/strong> Giving away a free product or service is usually a good way to get people to try a product or a service for the first time, the hope being that it will lead to a purchase. However, the product or the service has to be good enough to stand on its own so that when the \u201cfree\u201d unit is gone, the person will come back to buy.<\/li>\r\n \t<li><strong class=\"emphasis bold\">Providing information.<\/strong> It can be very effective if you run a promotion that helps provide information to potential customers to help them make a decision. This works especially well for products or services that are complicated or unfamiliar to customers, for example, software or product usage (particularly for business-to-business [B2B] customers), financial services, investment services, or estate planning. Free onground seminars or [pb_glossary id=\"1132\"]<em><strong>webinars<\/strong> <\/em>or <em><strong>webcasts<\/strong><\/em>[\/pb_glossary] (seminars or presentations that are delivered online and that are typically an hour in length) can be very effective at gaining new customers or clients.<\/li>\r\n<\/ul>\r\n<p id=\"cadden_1.0-ch07_s08_s02_s02_p02\" class=\"para editable block\">Sales promotions can be delivered to the customer in a variety of ways, such as snail mail (US Postal Service), in person, in local new newspapers and regional editions of national magazines, on television and radio, in e-mail, on websites, and in electronic coupons that are sent to a customer\u2019s mobile device. <a class=\"link\" target=\"_blank\" href=\"http:\/\/www.groupon.com\" rel=\"noopener noreferrer\">Groupon<\/a>, which is described as the hottest thing in retail marketing right now, offers customers coupons at local businesses: everything from restaurants to spas to painting lessons to sleigh rides.<\/p>\r\n\r\n<div class=\"video editable block\" id=\"cadden_1.0-ch07_s08_s02_s02_n01\">\r\n<h3 class=\"title\">Video Clip 17.20\u00a0Learn How Groupon Works!<\/h3>\r\n[embed]http:\/\/www.youtube.com\/v\/_xgPtqT0XBY[\/embed]\r\n<p class=\"para\">A hot new source of coupons for local businesses.<\/p>\r\n\r\n<\/div>\r\n<\/div>\r\n<div class=\"section\" id=\"cadden_1.0-ch07_s08_s02_s03\">\r\n<h2 class=\"title editable block\">Events and Experiences<\/h2>\r\n<p id=\"cadden_1.0-ch07_s08_s02_s03_p01\" class=\"para editable block\">Events and experiences are \u201ccompany-sponsored activities and programs designed to create daily or special brand interactions.\u201d<span class=\"footnote\" id=\"cadden_1.0-fn07_185\">[footnote]Philip Kotler and David Lane Keller, <em class=\"emphasis\">Marketing Management<\/em> (Upper Saddle River, NJ: Pearson Prentice Hall, 2009), 472.[\/footnote]<\/span> A small business could choose to sponsor a Halloween costume event for pets,<span class=\"footnote\" id=\"cadden_1.0-fn07_186\">[footnote]Jerry Robertson, \u201cSecrets to Low Cost PR for Small Businesses,\u201d <em class=\"emphasis\">Yahoo! Voices<\/em>, February 14, 2007, accessed December 1, 2011, <a class=\"link\" target=\"_blank\" href=\"http:\/\/voices.yahoo.com\/secrets-low-cost-pr-small-businesses-193968.html\" rel=\"noopener noreferrer\">voices.yahoo.com\/secrets-low-cost -pr-small-businesses-193968.html<\/a>[\/footnote]<\/span> or an entertainment event, such as a battle of the bands, to raise money for local scholarships. Participation in a local business fair could provide exposure for a product or a service and the opportunity to experience the product if that is possible. A local restaurant could participate in a chili competition. Factory tours and company museums, both of which can also be virtual, can offer great experiences for customers.<\/p>\r\n<p id=\"cadden_1.0-ch07_s08_s02_s03_p02\" class=\"para editable block no-indent\">There are several advantages to events and experiences:<span class=\"footnote\" id=\"cadden_1.0-fn07_187\"><\/span>[footnote]<span class=\"footnote\" id=\"cadden_1.0-fn07_187\">Philip Kotler and David Lane Keller, <em class=\"emphasis\">Marketing Management<\/em> (Upper Saddle River, NJ: Pearson Prentice Hall, 2009), 489.<\/span>[\/footnote] (1) A well-chosen event or experience can be very effective because the consumer gets personally involved. (2) Experiences are more actively involving for consumers because they are real time. (3) Events are not hard sell, and most consumers will appreciate the softer sell situation.<\/p>\r\n<p id=\"cadden_1.0-ch07_s08_s02_s03_p03\" class=\"para editable block no-indent\">Events and experiences also tap into the importance of the customer experience. Today, customers \u201c[W]ant products, communications, and marketing campaigns to deliver experiences. The degree to which a company is able to deliver a desirable customer experience\u2014and to use information technology, brands, and integrated communications and entertainment to do so\u2014will largely determine its success.\u201d<span class=\"footnote\" id=\"cadden_1.0-fn07_188\">[footnote]Bernd H. Schmitt, <em class=\"emphasis\">Experiential Marketing<\/em> (New York: The Free Press, 1999), 22, 24.[\/footnote]<\/span> By having special events, a small business will stand out from the rest:<span class=\"footnote\" id=\"cadden_1.0-fn07_189\"><\/span>[footnote]<span class=\"footnote\" id=\"cadden_1.0-fn07_189\">Jerry Robertson, \u201cSecrets to Low Cost PR for Small Businesses,\u201d <em class=\"emphasis\">Yahoo! Voices<\/em>, February 14, 2007, accessed December 1, 2011, <a class=\"link\" target=\"_blank\" href=\"http:\/\/voices.yahoo.com\/secrets-low-cost-pr-small-businesses-193968.html\" rel=\"noopener noreferrer\">voices.yahoo.com\/secrets-low-cost-pr -small-businesses-193968.html<\/a><\/span>[\/footnote]\u00a0and they will create desirable publicity for the company.<\/p>\r\n\r\n<\/div>\r\n<div class=\"section\" id=\"cadden_1.0-ch07_s08_s02_s04\">\r\n<h2 class=\"title editable block\">Public Relations and Publicity<\/h2>\r\n<p id=\"cadden_1.0-ch07_s08_s02_s04_p01\" class=\"para editable block\"><em><strong>[pb_glossary id=\"1545\"]Public relations (PR)[\/pb_glossary]<\/strong><\/em>\u00a0 and [pb_glossary id=\"1544\"]<strong>publicity<\/strong>[\/pb_glossary] are designed to promote a company\u2019s image or its individual products.[footnote]P<span class=\"footnote\" id=\"cadden_1.0-fn07_190\">hilip Kotler and David Lane Keller, <em class=\"emphasis\">Marketing Management<\/em> (Upper Saddle River, NJ: Pearson Prentice Hall, 2009), 472.<\/span>[\/footnote] A small business can also use PR to clarify information in response to negative publicity. Publicity usually being \u201can outcome of PR that is produced by the news media and is not paid for or sponsored by the business involved.\u201d<span class=\"footnote\" id=\"cadden_1.0-fn07_191\"><\/span>[footnote]<span class=\"footnote\" id=\"cadden_1.0-fn07_191\">Dana-Nicoleta Lascu and Kenneth E. Clow, <em class=\"emphasis\">Essentials of Marketing<\/em> (Mason, OH: Atomic Dog Publishing, 2007), 382.<\/span>[\/footnote] Traditional PR tools include press releases and press kits that are sent to the media to generate positive press on behalf of the business. A press kit, the most widely used PR tool, pulls together company and product information to make a good, solid first impression.<span class=\"footnote\" id=\"cadden_1.0-fn07_192\">[footnote]\u201cDeveloping a Press Kit for Your Small Business,\u201d <em class=\"emphasis\">AllBusiness<\/em>, accessed December 1, 2011, <a class=\"link\" target=\"_blank\" href=\"http:\/\/www.allbusiness.com\/print\/445-1-22eeq.html\" rel=\"noopener noreferrer\">www.allbusiness.com\/print\/445-1-22eeq.html<\/a>[\/footnote]<\/span> A press kit can be particularly useful for small businesses, although the smallest of businesses may not see the need. Other common platforms include speeches, seminars (online and offline), brochures, newsletters, annual reports, charitable donations, community relations, and company magazines.<span class=\"footnote\" id=\"cadden_1.0-fn07_193\"><\/span>[footnote]<span class=\"footnote\" id=\"cadden_1.0-fn07_193\">Philip Kotler and David Lane Keller, <em class=\"emphasis\">Marketing Management<\/em> (Upper Saddle River, NJ: Pearson Prentice Hall, 2009), 472.<\/span>[\/footnote] Increasingly, companies are using the Internet: interactive social media, such as blogs, Twitter, and Facebook; home-page announcements for specific occasions (e.g., messages of sympathy for the victims of a disaster); and e-mail.<\/p>\r\n<p id=\"cadden_1.0-ch07_s08_s02_s04_p02\" class=\"para editable block no-indent\">Social media services such as <a class=\"link\" target=\"_blank\" href=\"http:\/\/www.google.com\/alerts\" rel=\"noopener noreferrer\">Google Alerts<\/a> and <a class=\"link\" target=\"_blank\" href=\"http:\/\/tweetbeep.com\" rel=\"noopener noreferrer\">TweetBeep<\/a> can be very helpful for managing a company\u2019s reputation. <em><strong>[pb_glossary id=\"1138\"]Reputation management[\/pb_glossary]<\/strong><\/em> \u201c[I]s the process of tracking other\u2019s opinions and comments about a company\u2019s actions and products, and reacting to those opinions and comments to protect and enhance the company\u2019s reputation.\u201d<span class=\"footnote\" id=\"cadden_1.0-fn07_194\">[footnote]Erica DeWolf, \u201cSocial Media Tools Should Be Used for PR,\u201d <em class=\"emphasis\">eMarketing &amp; New Media<\/em>, May 4, 2009, accessed December 1, 2011, <a class=\"link\" target=\"_blank\" href=\"http:\/\/ericadewolf.wordpress.com\/2009\/05\/04\/social-media-tools-should-be-used-for-pr\" rel=\"noopener noreferrer\">ericadewolf.wordpress.com\/2009\/05\/04\/social-media-tools-should-be-used-for-pr<\/a>[\/footnote]<\/span> Both services notify the business when the company name is mentioned. Addressing extremely negative comments immediately is very important for any small business with a web presence.<\/p>\r\n<p id=\"cadden_1.0-ch07_s08_s02_s04_p03\" class=\"para editable block no-indent\">Most small businesses are not likely to have PR departments. Instead, there will be one person whose job includes\u2014among many other things\u2014PR and publicity. The key is for PR and marketing to work closely together so that \u201cevery piece of communication produced by the company speaks with one voice.\u201d<span class=\"footnote\" id=\"cadden_1.0-fn07_195\">[footnote]Dana-Nicoleta Lascu and Kenneth E. Clow, <em class=\"emphasis\">Essentials of Marketing<\/em> (Mason, OH: Atomic Dog Publishing, 2007), 444.[\/footnote]<\/span><\/p>\r\n<p id=\"cadden_1.0-ch07_s08_s02_s04_p04\" class=\"para editable block no-indent\">Getting publicity for a small business is usually free. Stories about events and experiences might be of interest to the media. One great idea is to have a group of people outside the business with positive picketing, holding signs such as \u201cLow prices\u201d or \u201cBeware of friendly employees.\u201d This was actually done by a small business, and it resulted in the business being on the front page of the local paper.<span class=\"footnote\" id=\"cadden_1.0-fn07_196\">[footnote]Jerry Robertson, \u201cSecrets to Low Cost PR for Small Businesses,\u201d <em class=\"emphasis\">Yahoo! Voices<\/em>, February 14, 2007, accessed December 1, 2011, <a class=\"link\" target=\"_blank\" href=\"http:\/\/voices.yahoo.com\/secrets-low-cost-pr-small-businesses-193968.html\" rel=\"noopener noreferrer\">voices.yahoo.com\/secrets-low-cost-pr -small-businesses-193968.html<\/a>[\/footnote]<\/span><\/p>\r\n\r\n<div class=\"callout block\" id=\"cadden_1.0-ch07_s08_s02_s04_n01\">\r\n<h3 class=\"title\">Video Link 17.6\u00a0Obtaining Publicity for a Business<\/h3>\r\n<p id=\"cadden_1.0-ch07_s08_s02_s04_p05\" class=\"para\">Information and tips for small businesses.<\/p>\r\n<p id=\"cadden_1.0-ch07_s08_s02_s04_p06\" class=\"para\"><a class=\"link\" target=\"_blank\" href=\"http:\/\/videos.smallbusinessnewz.com\/2009\/08\/28\/obtaining-publicity-for-your-business\" rel=\"noopener noreferrer\">videos.smallbusinessnewz.com\/2009\/08\/28\/obtaining-publicity-for-your-business<\/a><\/p>\r\n\r\n<\/div>\r\n<p id=\"cadden_1.0-ch07_s08_s02_s04_p07\" class=\"para editable block\">PR and publicity tend to be underused by all businesses. However, PR and publicity should be particularly appealing to the small business because of the following three distinct qualities:<span class=\"footnote\" id=\"cadden_1.0-fn07_197\">[footnote]Philip Kotler and David Lane Keller, <em class=\"emphasis\">Marketing Management<\/em> (Upper Saddle River, NJ: Pearson Prentice Hall, 2009), 488\u2013489.[\/footnote]<\/span><\/p>\r\n\r\n<ul id=\"cadden_1.0-ch07_s08_s02_s04_l01\" class=\"itemizedlist editable block\">\r\n \t<li><strong class=\"emphasis bold\">High credibility.<\/strong> News stories and features are more authentic and credible to readers.<\/li>\r\n \t<li><strong class=\"emphasis bold\">Ability to catch buyers off guard.<\/strong> PR can reach prospects who prefer to avoid salespeople and advertisements.<\/li>\r\n \t<li><strong class=\"emphasis bold\">Dramatization.<\/strong> PR has the potential for dramatizing a company or a product.<\/li>\r\n<\/ul>\r\n<\/div>\r\n<div class=\"section\" id=\"cadden_1.0-ch07_s08_s02_s05\">\r\n<h2 class=\"title editable block\">Direct Marketing<\/h2>\r\n<p id=\"cadden_1.0-ch07_s08_s02_s05_p01\" class=\"para editable block\"><em><strong>[pb_glossary id=\"1139\"]Direct marketing[\/pb_glossary]<\/strong><\/em> is the \u201cpromotion of a product from the producer directly to the consumer or business user without the use of any type of channel members.\u201d<span class=\"footnote\" id=\"cadden_1.0-fn07_198\">[footnote]Erica DeWolf, \u201cSocial Media Tools Should Be Used for PR,\u201d <em class=\"emphasis\">eMarketing &amp; New Media<\/em>, May 4, 2009, accessed December 1, 2011, <a class=\"link\" target=\"_blank\" href=\"http:\/\/ericadewolf.wordpress.com\/2009\/05\/04\/social-media-tools-should-be-used-for-pr\" rel=\"noopener noreferrer\">ericadewolf.wordpress.com\/2009\/05\/04\/social-media-tools-should-be-used-for-pr<\/a>[\/footnote]<\/span> Common direct marketing platforms include catalogs; direct mailing; telemarketing; television shopping; electronic shopping; fax mail; voice mail; blogs; websites;<span class=\"footnote\" id=\"cadden_1.0-fn07_199\">[footnote]Philip Kotler and David Lane Keller, <em class=\"emphasis\">Marketing Management<\/em> (Upper Saddle River, NJ: Pearson Prentice Hall, 2009), 473.[\/footnote]<\/span> E-mail; direct response radio, television, and Internet;<span class=\"footnote\" id=\"cadden_1.0-fn07_200\"><\/span>[footnote]<span class=\"footnote\" id=\"cadden_1.0-fn07_200\">Dana-Nicoleta Lascu and Kenneth E. Clow, <em class=\"emphasis\">Essentials of Marketing<\/em> (Mason, OH: Atomic Dog Publishing, 2007), 505.<\/span>[\/footnote] Social media, such as Facebook and Twitter; and mobile devices. Because channel members are bypassed, direct marketing normally allows for greater profitability; perhaps more importantly, however, it can develop stronger brand loyalty with customers.<span class=\"footnote\" id=\"cadden_1.0-fn07_201\">[footnote]Dana-Nicoleta Lascu and Kenneth E. Clow, <em class=\"emphasis\">Essentials of Marketing<\/em> (Mason, OH: Atomic Dog Publishing, 2007), 504.[\/footnote]<\/span><\/p>\r\n\r\n<div class=\"callout block\" id=\"cadden_1.0-ch07_s08_s02_s05_n01\">\r\n<h3 class=\"title\">Video Link 17.7\u00a0What Is Direct Marketing?<\/h3>\r\n<p id=\"cadden_1.0-ch07_s08_s02_s05_p02\" class=\"para\">A brief explanation of direct marketing.<\/p>\r\n<p id=\"cadden_1.0-ch07_s08_s02_s05_p03\" class=\"para\"><a class=\"link\" target=\"_blank\" href=\"http:\/\/www.videojug.com\/expertanswer\/small-business-advertising\/what-is-direct-marketing\" rel=\"noopener noreferrer\">www.videojug.com\/expertanswer\/small-business-advertising\/what-is-direct-marketing<\/a><\/p>\r\n\r\n<\/div>\r\n<p id=\"cadden_1.0-ch07_s08_s02_s05_p04\" class=\"para editable block\">Direct marketing is about using information to educate, establish trust, and build a company (or someone in it) as an authority. This can be accomplished in multiple ways, such as website copy, a one-time piece of direct mail, a series of articles that build on one another,<span class=\"footnote\" id=\"cadden_1.0-fn07_202\">[footnote]Lisa Barone, \u201cWebcast: Direct Marketing for Small Businesses,\u201d <em class=\"emphasis\">Outspoken Media<\/em>, April 16, 2009, accessed December 1, 2011, <a class=\"link\" target=\"_blank\" href=\"http:\/\/outspokenmedia.com\/online-marketing\/webcast-direct-marketing-for-small-businesses\" rel=\"noopener noreferrer\">outspokenmedia.com\/online-marketing\/webcast-direct-marketing-for-small-businesses<\/a>[\/footnote]<\/span> a webcast or webinar, or a blog. There is no one more qualified to educate the market about a need than a small business owner: \u201cThey\u2019re the ones who will know their audience and what they\u2019ll find unique, irresistible and compelling. They\u2019re the best people to craft the message. Everything else in the organization can be outsourced, but the knowledge that a small business owner has about the people they serve, that can\u2019t be replicated.\u201d<span class=\"footnote\" id=\"cadden_1.0-fn07_203\">[footnote]Lisa Barone, \u201cWebcast: Direct Marketing for Small Businesses,\u201d <em class=\"emphasis\">Outspoken Media<\/em>, April 16, 2009, accessed December 1, 2011, <a class=\"link\" target=\"_blank\" href=\"http:\/\/outspokenmedia.com\/online-marketing\/webcast-direct-marketing-for-small-businesses\" rel=\"noopener noreferrer\">outspokenmedia.com\/online-marketing\/webcast-direct-marketing-for-small-businesses<\/a>[\/footnote]<\/span><\/p>\r\n<p id=\"cadden_1.0-ch07_s08_s02_s05_p05\" class=\"para editable block no-indent\">Direct marketing offers several advantages to both the business-to-consumer (B2C) and B2B small businesses:<span class=\"footnote\" id=\"cadden_1.0-fn07_204\">[footnote]Kris Carrie, \u201cAdvantages of Direct Marketing,\u201d Article Dashboard, accessed December 1, 2011, <a class=\"link\" target=\"_blank\" href=\"http:\/\/www.articledashboard.com\/Article\/Advantages-of-Direct-Marketing\/587894\" rel=\"noopener noreferrer\">www.articledashboard.com\/Article\/Advantages-of-Direct-Marketing\/587894<\/a>[\/footnote]<\/span><\/p>\r\n\r\n<ul id=\"cadden_1.0-ch07_s08_s02_s05_l01\" class=\"itemizedlist editable block\">\r\n \t<li><strong class=\"emphasis bold\">Flexible targeting.<\/strong> A business can identify, isolate, and \u201ctalk\u201d with well-defined target markets. This can translate into a higher conversion and success rate than if you tried to communicate with everyone in the mass market.<\/li>\r\n \t<li><strong class=\"emphasis bold\">Customized messages.<\/strong> Can be prepared to appeal to the addressed individual.<\/li>\r\n \t<li><strong class=\"emphasis bold\">Up-to-date.<\/strong> Messages can be prepared quickly.<\/li>\r\n \t<li><strong class=\"emphasis bold\">Multiple uses.<\/strong> Direct marketing can be used to sell, but it can also be used to test new markets, trial new products or customers, reward existing customers to reward loyalty, collect information for future campaigns, or segment a customer base.<\/li>\r\n \t<li><strong class=\"emphasis bold\">Lower cost per customer acquisition.<\/strong> The cost can be significantly less than other marketing methods.<\/li>\r\n \t<li><strong class=\"emphasis bold\">Control and accountability.<\/strong> Direct marketing offers great control and accountability than other marketing methods.<\/li>\r\n \t<li><strong class=\"emphasis bold\">Swift and flexible.<\/strong> Direct marketing is swift and flexible in achieving results.<\/li>\r\n<\/ul>\r\n<\/div>\r\n<div class=\"section\" id=\"cadden_1.0-ch07_s08_s02_s06\">\r\n<h2 class=\"title editable block\">Interactive Marketing<\/h2>\r\n<p id=\"cadden_1.0-ch07_s08_s02_s06_p01\" class=\"para editable block\"><em><strong>[pb_glossary id=\"1140\"]Interactive marketing[\/pb_glossary]<\/strong><\/em> refers to \u201c[O]nline activities and programs designed to engage customers or prospects and directly or indirectly raise awareness, improve image, or elicit sales of products and services.\u201d<span class=\"footnote\" id=\"cadden_1.0-fn07_205\">[footnote]Philip Kotler and David Lane Keller, <em class=\"emphasis\">Marketing Management<\/em> (Upper Saddle River, NJ: Pearson Prentice Hall, 2009), 472.[\/footnote]<\/span> Everything is personalized and individualized\u2014from the website content to the products being promoted.<span class=\"footnote\" id=\"cadden_1.0-fn07_206\">[footnote]Dana-Nicoleta Lascu and Kenneth E. Clow, <em class=\"emphasis\">Essentials of Marketing<\/em> (Mason, OH: Atomic Dog Publishing, 2007), 558.[\/footnote]<\/span> The audience is engaged with the brand, with customers getting the chance to reshape and market it in their own unique way.<span class=\"footnote\" id=\"cadden_1.0-fn07_207\">[footnote]Mike Yapp, \u201c10 Best Interactive Marketing Practices,\u201d <em class=\"emphasis\">iMedia Connection<\/em>, January 9, 2006, accessed December 1, 2011, <a class=\"link\" target=\"_blank\" href=\"http:\/\/www.imediaconnection.com\/content\/7764.asp\" rel=\"noopener noreferrer\">www.imediaconnection.com\/content\/7764.asp<\/a>[\/footnote]<\/span> Forrester Research forecasts that interactive marketing expenditures will reach $55 billion by 2015, accounting for 21 percent of all expenditures on marketing. The greatest growth is projected to come from social media, with the next biggest growth sector being mobile marketing.<span class=\"footnote\" id=\"cadden_1.0-fn07_208\">[footnote]Joe Mandese, \u201cForrester Revises Interactive Outlook, Will Account for 21% of Marketing by 2014,\u201d <em class=\"emphasis\">MediaPost News<\/em>, July 8, 2009, accessed December 1, 2011, <a class=\"link\" target=\"_blank\" href=\"http:\/\/www.mediapost.com\/publications\/?fa=Articles.showArticle&amp;art_aid=109381\" rel=\"noopener noreferrer\">www.mediapost.com\/publications\/?fa=Articles.showArticle&amp;art_aid=109381<\/a>[\/footnote]<\/span><\/p>\r\n<p id=\"cadden_1.0-ch07_s08_s02_s06_p02\" class=\"para editable block no-indent\">Common interactive marketing tools include e-mail, websites, online shopping, videos, webinars and webcasts, blogs, and social media such as Facebook and Twitter. Because e-mail, websites, online shopping, webinars and webcasts have been mentioned previously, the focus here will be on videos, blogs, and social media. Using online videos has become an increasingly popular strategy in small business marketing. Consumers are much more likely to visit a company after viewing its video, and they can be up to 40 percent more likely to make some sort of contact.<span class=\"footnote\" id=\"cadden_1.0-fn07_209\">[footnote]Karen Scharf, \u201cSmall Business Marketing with Video,\u201d <em class=\"emphasis\">Business Know-How<\/em>, accessed December 1, 2011, <a class=\"link\" target=\"_blank\" href=\"http:\/\/www.businessknowhow.com\/internet\/videomarketing.htm\" rel=\"noopener noreferrer\">www.businessknowhow.com\/internet\/videomarketing.htm<\/a>[\/footnote]<\/span> Online video content is becoming increasingly popular with avid Internet users, so a small business should consider creating a video for its website. The content can be created easily, and it can be posted on the company\u2019s website as well as in other locations on the Internet (YouTube or on the company\u2019s blog, for instance) to get more page views.<span class=\"footnote\" id=\"cadden_1.0-fn07_210\">[footnote]Sean Rasmussen, \u201cUsing Online Videos to Increase Popularity,\u201d <em class=\"emphasis\">Aussie Internet Marketing Blog<\/em>, July 30, 2009, accessed December 1, 2011, <a class=\"link\" target=\"_blank\" href=\"http:\/\/seanseo.com\/internet-marketing\/using-online-videos\" rel=\"noopener noreferrer\">seanseo.com\/internet-marketing\/using-online-videos<\/a>[\/footnote]<\/span> According to Ad-ology\u2019s 2011 Small Business Marketing Forecast, 45 percent of US small businesses with fewer than 100 employees plan to use online video. This reflects the fact that small businesses are becoming increasingly savvy about how to use the Internet to market their products and services.<span class=\"footnote\" id=\"cadden_1.0-fn07_211\">[footnote]Mike Sachoff, \u201cSmall Businesses Plan to Focus on Mobile Marketing and Online Video in 2011,\u201d <em class=\"emphasis\">SmallBusinessNewz<\/em>, January 18, 2011, accessed December 1, 2011, <a class=\"link\" target=\"_blank\" href=\"http:\/\/www.smallbusinessnewz.com\/topnews\/2011\/01\/18\/small-businesses-plan-to-focus-on-mobile-marketing-and-online-video-in-2011\" rel=\"noopener noreferrer\">www.smallbusinessnewz.com\/topnews\/2011\/01\/18\/small-businesses-plan-to -focus-on-mobile-marketing-and-online-video-in-2011<\/a>[\/footnote]<\/span> <a class=\"link\" target=\"_blank\" href=\"http:\/\/www.paulbondboots.com\/videos\" rel=\"noopener noreferrer\">Paul Bond Boots<\/a>, a small US maker of custom-made cowboy boots that are individually handmade to fit, features five really cool videos on its website. Recently, the company has turned to the Internet for most of its sales.<\/p>\r\n<p id=\"cadden_1.0-ch07_s08_s02_s06_p03\" class=\"para editable block no-indent\">A [pb_glossary id=\"1141\"]<em><strong>blog<\/strong><\/em>[\/pb_glossary] \u201cis a web page made up of usually short, frequently updated posts that are arranged chronologically\u2014like a what\u2019s new page or a journal.\u201d Business blogs, as opposed to personal blogs, are used as a company communication tool to share a company\u2019s knowledge and expertise, build additional web traffic, connect with potential customers, develop niche markets, give the business a human face, help reputation management, and provide a free avenue for press releases.<span class=\"footnote\" id=\"cadden_1.0-fn07_212\">[footnote]Lorrie Thomas, <em class=\"emphasis\">Online Marketing<\/em> (New York: McGraw-Hill, 2011), 73\u201374.[\/footnote]<\/span> For an example, visit Michael Chiarello\u2019s blog at <a class=\"link\" target=\"_blank\" href=\"http:\/\/www.michaelchiarello.com\" rel=\"noopener noreferrer\">www.michaelchiarello.com<\/a>. If his name is not familiar, he is the founder of NapaStyle, a high-end small business retailer with both an onground and online presence.<\/p>\r\n<p id=\"cadden_1.0-ch07_s08_s02_s06_p04\" class=\"para editable block no-indent\">Blogs are fairly simple to set up, and they are a great way to keep website content fresh. However, even though small businesses hear much about blogs these days, creating one must be considered carefully. Blogs today \u201chave evolved into multimedia communities where bloggers (and the blogging community) have grown in size, stature, and impact to eclipse all but the largest media outlets.\u201d<span class=\"footnote\" id=\"cadden_1.0-fn07_213\"><\/span>[footnote]<span class=\"footnote\" id=\"cadden_1.0-fn07_213\">Lorrie Thomas, <em class=\"emphasis\">Online Marketing<\/em> (New York: McGraw-Hill, 2011), 72.<\/span> [\/footnote] But this does not mean that it is essential for every small business to have a blog. Maintaining a blog takes a lot of time and energy\u2014and then there need to be people to read it. After careful consideration, it may be better to focus a company\u2019s promotional efforts elsewhere.<\/p>\r\n<p id=\"cadden_1.0-ch07_s08_s02_s06_p05\" class=\"para editable block no-indent\"><em><strong>[pb_glossary id=\"1548\"]Social media[\/pb_glossary]<\/strong><\/em> \u201cgenerally refers to websites featuring user-generated content or material created by visitors rather than the website publishers. In turn, these sites encourage visitors to read and respond to that material.\u201d[footnote]<span class=\"footnote\" id=\"cadden_1.0-fn07_214\">Robbin Block, <em class=\"emphasis\">Social Persuasion: Making Sense of Social Media for Small Business<\/em> (Breinigsville, PA: Block Media, December 2010), 2.<\/span>[\/footnote] Social media is changing the way that people communicate and behave. Social media outlets such as Facebook, LinkedIn, and Twitter are, among other things, driving purchases\u2014and they should be seen \u201clike a virtual cocktail party where all attendees can discuss [a company\u2019s] products, services, experiences, and new ideas.\u201d<span class=\"footnote\" id=\"cadden_1.0-fn07_215\">[footnote]Lorrie Thomas, <em class=\"emphasis\">Online Marketing<\/em> (New York: McGraw-Hill, 2011), 99.[\/footnote]<\/span><\/p>\r\n<p id=\"cadden_1.0-ch07_s08_s02_s06_p06\" class=\"para editable block no-indent\">The top four social media networks are Twitter, Facebook, LinkedIn, and YouTube. This is true in general and for small businesses in particular.<span class=\"footnote\" id=\"cadden_1.0-fn07_216\">[footnote]Lisa Barone, \u201cWhich Social Media Sites Are Most Beneficial?,\u201d <em class=\"emphasis\">Small Business Trends<\/em>, January 26, 2011, accessed December 1, 2011, <a class=\"link\" target=\"_blank\" href=\"http:\/\/smallbiztrends.com\/2011\/01\/which-social-media-site-most-beneficial%E2%80%99.html\" rel=\"noopener noreferrer\">smallbiztrends.com\/2011\/01\/which-social-media-site-most-beneficial%E2%80%99.html<\/a>[\/footnote]<\/span> Overall, small businesses use social media sites for lead generation, monitoring what is being said about their businesses, keeping up with the industry, improving the customer experience, and competitive intelligence.<span class=\"footnote\" id=\"cadden_1.0-fn07_217\">[footnote]Lisa Barone, \u201cWhich Social Media Sites Are Most Beneficial?,\u201d <em class=\"emphasis\">Small Business Trends<\/em>, January 26, 2011, accessed December 1, 2011, <a class=\"link\" target=\"_blank\" href=\"http:\/\/smallbiztrends.com\/2011\/01\/which-social-media-site-most-beneficial%E2%80%99.html\" rel=\"noopener noreferrer\">smallbiztrends.com\/2011\/01\/which-social-media-site-most-beneficial%E2%80%99.html<\/a>[\/footnote]<\/span> Many small businesses in the B2B sector are already using social media for business as a resource, to engage in initiatives, or both. However, companies with more than one hundred employees are more active than smaller companies.<span class=\"footnote\" id=\"cadden_1.0-fn07_218\">[footnote]Lisa Barone, \u201cStudy: How Are B2Bs Using Social Media,\u201d <em class=\"emphasis\">Small Business Trends<\/em>, November 25, 2009, accessed December 1, 2011, <a class=\"link\" target=\"_blank\" href=\"http:\/\/smallbiztrends.com\/2009\/11\/b2bs-social-media-study.html\" rel=\"noopener noreferrer\">smallbiztrends.com\/2009\/11\/b2bs-social-media-study.html<\/a>[\/footnote]<\/span><\/p>\r\n<p id=\"cadden_1.0-ch07_s08_s02_s06_p07\" class=\"para editable block no-indent\">Despite the hype surrounding social media, and the fact that many small businesses are already connected, small businesses must still consider the use of social media just as carefully as the other modes of marketing communications. Social media has not worked out well for some small businesses that have used it, so each business must decide what social media is expected to do for the company, and then it must be used well and strategically. When considering whether or how to factor social media into an IMC strategy, consider these words from Lisa Barone, cofounder and chief branding officer at <em class=\"emphasis\">Outspoken Media<\/em>, \u201cIn 2011, if you\u2019re not using social media to gain attention over your competitors, you can bet they\u2019re using it to gain attention over you.\u201d<span class=\"footnote\" id=\"cadden_1.0-fn07_219\">[footnote]Lisa Barone, \u201cWhich Social Media Sites Are Most Beneficial?\u201d <em class=\"emphasis\">Small Business Trends<\/em>, January 26, 2011, accessed December 1, 2011, <a class=\"link\" target=\"_blank\" href=\"http:\/\/smallbiztrends.com\/2011\/01\/which-social-media-site-most-beneficial%E2%80%99.html\" rel=\"noopener noreferrer\">smallbiztrends.com\/2011\/01\/which-social-media-site-most-beneficial%E2%80%99.html<\/a>[\/footnote]<\/span> This will undoubtedly continue to be the case.<\/p>\r\n\r\n<div class=\"video editable block\" id=\"cadden_1.0-ch07_s08_s02_s06_n01\">\r\n<h3 class=\"title\">Video Clip 17.21\u00a0Social Media<\/h3>\r\n[embed]http:\/\/www.youtube.com\/v\/lvbs-oQr5ms[\/embed]\r\n<p class=\"para\">The top five things you should know about social media.<\/p>\r\n\r\n<\/div>\r\n<\/div>\r\n<div class=\"section\" id=\"cadden_1.0-ch07_s08_s02_s07\">\r\n<h2 class=\"title editable block\">Personal Selling<\/h2>\r\n<p id=\"cadden_1.0-ch07_s08_s02_s07_p01\" class=\"para editable block\">A small business owner needs to connect with customers before a sale can take place. Sometimes personal selling is the best way to do that. [pb_glossary id=\"1142\"]<em><strong>Personal selling<\/strong><\/em>[\/pb_glossary], \u201cThe process of communicating with a potential buyer (or buyers) face-to-face with the purpose of selling a product or service,\u201d<span class=\"footnote\" id=\"cadden_1.0-fn07_220\">[footnote]\u201cPersonal Selling,\u201d <em class=\"emphasis\">eNotes<\/em>, accessed December 1, 2011, <a class=\"link\" target=\"_blank\" href=\"http:\/\/www.enotes.com\/personal-selling-reference\/personal-selling-178681\" rel=\"noopener noreferrer\">www.enotes.com\/personal-selling-reference\/personal-selling-178681<\/a>[\/footnote]<a class=\"link\" target=\"_blank\" href=\"http:\/\/www.enotes.com\/personal-selling-reference\/personal-selling-178681\" rel=\"noopener noreferrer\"><\/a><\/span>\u00a0is absolutely essential in the marketing communications mix of a small business. History has shown that the most successful entrepreneurs have been skilled salespeople who were able to represent and promote their companies and products in the marketplace.<span class=\"footnote\" id=\"cadden_1.0-fn07_221\">[footnote]\u201cPersonal Selling,\u201d <em class=\"emphasis\">eNotes<\/em>, accessed December 1, 2011, <a class=\"link\" target=\"_blank\" href=\"http:\/\/enotes.com\/personal-selling-reference\/personal-selling-178681\" rel=\"noopener noreferrer\">enotes.com\/personal -selling-reference\/personal-selling-178681<\/a>[\/footnote]<\/span> It stands to reason that successful small business owners should have the same sales skills.<\/p>\r\n<p id=\"cadden_1.0-ch07_s08_s02_s07_p02\" class=\"para editable block no-indent\">Although personal selling plays an important role in the sale of consumer products, it is even more important in the sale of industrial and business products. More than four times as many personal selling activities are directed toward industrial and business customers than toward consumers.<span class=\"footnote\" id=\"cadden_1.0-fn07_222\">[footnote]John M. Ivancevich and Thomas N. Duening, <em class=\"emphasis\">Business Principles, Guidelines, and Practices<\/em> (Mason, OH: Thomson Learning, 2007), 431.[\/footnote]<\/span> Regardless of the type of customer or consumer, however, the objectives of personal selling are the same:<span class=\"footnote\" id=\"cadden_1.0-fn07_223\">[footnote]\u201cObjectives of Personal Selling,\u201d <em class=\"emphasis\">KnowThis.com<\/em>, accessed December 1, 2011, <a class=\"link\" target=\"_blank\" href=\"http:\/\/www.knowthis.com\/principles-of-marketing-tutorials\/personal-selling\/objectives-of-personal-selling\" rel=\"noopener noreferrer\">www.knowthis.com\/principles-of-marketing-tutorials\/personal-selling\/objectives-of -personal-selling<\/a>[\/footnote]<\/span><\/p>\r\n\r\n<ul id=\"cadden_1.0-ch07_s08_s02_s07_l01\" class=\"itemizedlist editable block\">\r\n \t<li><strong class=\"emphasis bold\">Building product awareness.<\/strong> A salesperson should educate customers and consumers on new product offerings.<\/li>\r\n \t<li><strong class=\"emphasis bold\">Creating interest.<\/strong> Because personal selling is a person-to-person, and often a face-to-face, communication, it is a natural way for getting customers and consumers to experience a product for the first time. Creating interest goes hand-in-hand with building product awareness.<\/li>\r\n \t<li><strong class=\"emphasis bold\">Providing information.<\/strong> A large part of the conversation with the customer focuses on product information.<\/li>\r\n \t<li><strong class=\"emphasis bold\">Stimulating demand.<\/strong> The most important objective of personal selling by far is persuading customers and consumers to make a purchase.<\/li>\r\n \t<li><strong class=\"emphasis bold\">Reinforcing the brand.<\/strong> Most personal selling focuses on building long-term relationships with customers and consumers. However, strong relationships can be built only over time, and they require regular communication.<\/li>\r\n<\/ul>\r\n<p id=\"cadden_1.0-ch07_s08_s02_s07_p03\" class=\"para editable block\">Like all other forms of marketing communications, personal selling offers both advantages and disadvantages. On the plus side, personal selling is flexible and dynamic, providing companies with the best opportunity to tailor a message to satisfy customers\u2019 needs. Personal selling\u2019s interactive nature also makes it the most effective promotional method for building relationships with customers, particularly in the B2B market, and it is the most practical promotional method for reaching customers who are not easily reached through other methods.<span class=\"footnote\" id=\"cadden_1.0-fn07_224\"><\/span>[footnote]<span class=\"footnote\" id=\"cadden_1.0-fn07_224\">\u201cAdvantages of Personal Selling,\u201d <em class=\"emphasis\">KnowThis.com<\/em>, accessed December 1, 2011, <a class=\"link\" target=\"_blank\" href=\"http:\/\/www.knowthis.com\/principles-of-marketing-tutorials\/personal-selling\/advantages-of-personal-selling\" rel=\"noopener noreferrer\">www.knowthis.com\/principles-of-marketing-tutorials\/personal-selling\/advantages -of-personal-selling<\/a><\/span>[\/footnote] Personal selling can help a small business build strong, loyal relationships with customers and consumers.<\/p>\r\n<p id=\"cadden_1.0-ch07_s08_s02_s07_p04\" class=\"para editable block no-indent\">On the minus side, the biggest disadvantage may be the negative perceptions that many people have of salespeople: pushy, annoying, slippery, and willing to do anything for the sale\u2014whether legal or not. The reality, of course, is that most salespeople (unfortunately, not all) do not fit this stereotype. The successful salesperson is the person who focuses his or her efforts on satisfying customers over the long term as opposed to his or her own selfish interests. Also on the negative side is the high cost of personal selling. Personal sales contacts are very expensive, with the costs incurred (compensation plus sales support) whether the sale is made or not.<span class=\"footnote\" id=\"cadden_1.0-fn07_225\">[footnote]\u201cDisadvantages of Personal Selling,\u201d <em class=\"emphasis\">KnowThis.com<\/em>, accessed December 1, 2011, <a class=\"link\" target=\"_blank\" href=\"http:\/\/www.knowthis.com\/principles-of-marketing-tutorials\/personal-selling\/disadvantages-of-personal-selling\" rel=\"noopener noreferrer\">www.knowthis.com\/principles-of-marketing-tutorials\/personal-selling\/disadvantages-of-personal-selling<\/a>[\/footnote]<\/span> Then there are the costs of training the sales staff on product knowledge, industry information, and perhaps selling skills.<span class=\"footnote\" id=\"cadden_1.0-fn07_226\">[footnote]\u201cDisadvantages of Personal Selling,\u201d <em class=\"emphasis\">KnowThis.com<\/em>, accessed December 1, 2011, <a class=\"link\" target=\"_blank\" href=\"http:\/\/www.knowthis.com\/principles-of-marketing-tutorials\/personal-selling\/disadvantages-of-personal-selling\" rel=\"noopener noreferrer\">www.knowthis.com\/principles-of-marketing-tutorials\/personal-selling\/disadvantages-of-personal-selling<\/a>[\/footnote]<\/span> Depending on the size of the company, small businesses will have varying numbers of salespeople, so some of the costs will vary as well.<\/p>\r\n<p id=\"cadden_1.0-ch07_s08_s02_s07_p05\" class=\"para editable block no-indent\">The traditional sales process is typically seen as a series of six steps:<span class=\"footnote\" id=\"cadden_1.0-fn07_227\">[footnote]John M. Ivancevich and Thomas N. Duening, <em class=\"emphasis\">Business Principles, Guidelines, and Practices<\/em> (Mason, OH: Thomson Learning, 2007), 435.[\/footnote][footnote]Philip Kotler and Kevin Lane Keller, <em class=\"emphasis\">Marketing Management<\/em> (Upper Saddle River, NJ: Pearson Prentice Hall, 2009), 560\u2013561.[\/footnote][footnote]Dana-Nicoleta Lascu and Kenneth E. Clow, <em class=\"emphasis\">Essentials of Marketing<\/em> (Mason, OH: Atomic Dog Publishing, 2007), 489\u201398.[\/footnote]<\/span><\/p>\r\n\r\n<ol id=\"cadden_1.0-ch07_s08_s02_s07_l02\" class=\"orderedlist editable block\">\r\n \t<li><strong class=\"emphasis bold\">Prospecting and qualifying.<\/strong> Locating potential customers who have a need for a product and the ability to pay for it. For example, prospects for a small electric motor company would be all the businesses that use small electric motors. Prospects can be found through a variety of sources, including current customers, trade directories, business associates, and newspaper or magazine articles.<\/li>\r\n \t<li><strong class=\"emphasis bold\">Preapproach.<\/strong> It is important to learn as much about a prospect as you can. For example, you want to know about the prospect\u2019s needs, attitudes about available products and brands, critical product attributes and benefits desired, and current vendor(s).<\/li>\r\n \t<li><strong class=\"emphasis bold\">Presentation and demonstration.<\/strong> This is where the salesperson tells the product \u201cstory\u201d to the buyer: the product\u2019s features, advantages, benefits, and value. It is important not to spend too much time on product features because benefits and value will most directly influence the purchase decision. It is also important to ask questions and listen carefully to a prospect\u2019s answers because they will provide valuable insights into the prospect\u2019s needs.<\/li>\r\n \t<li><strong class=\"emphasis bold\">Overcoming objections.<\/strong> You should expect customers to pose objections. The key to overcoming these objections is to maintain a positive approach, ask the prospect to clarify the objections, and respond to the objections by reiterating the major benefits of the product or the service and pointing out additional features, guarantees, service, and anything else that would address the objections.<\/li>\r\n \t<li><strong class=\"emphasis bold\">Closing.<\/strong> This is when the salesperson asks the prospect to buy the product. The request can be direct, or the salesperson can encourage the purchase by using a trial closing approach like asking, \u201cWould you like us to finance product A for you?\u201d Closing the sale is understandably the most difficult step for many salespeople because of the fear that the prospect will say no.<\/li>\r\n \t<li><strong class=\"emphasis bold\">Follow-up and maintenance.<\/strong> These activities are necessary for customer satisfaction and repeat business. They are key to establishing the strong long-term relationships that every small business desires and needs. The salesperson should schedule a follow-up call to ensure proper installation, instruction, servicing, and troubleshooting and resolution should any problems be detected. Always remember that unhappy customers will defect to competition\u2014and they will spread negative comments about the company. Because it is much cheaper to retain an old customer than to obtain new ones, it is in a company\u2019s best interests to provide good follow-up and maintenance services.<\/li>\r\n<\/ol>\r\n<p id=\"cadden_1.0-ch07_s08_s02_s07_p06\" class=\"para editable block\">Although these steps are helpful as a way to summarize the kinds of things that are relevant to personal selling, the Internet has revolutionized the selling process.<span class=\"footnote\" id=\"cadden_1.0-fn07_228\">[footnote]Thomas Young, \u201cA Selling Revolution: How the Internet Changed Personal Selling (Part 1),\u201d <em class=\"emphasis\">Executive Street<\/em>, accessed December 1, 2011, <a class=\"link\" target=\"_blank\" href=\"http:\/\/blog.vistage.com\/marketing\/a-selling-revolution-how-the-internet-changed-personal-selling\" rel=\"noopener noreferrer\">blog.vistage.com\/marketing\/a-selling-revolution-how-the-internet-changed-personal-selling<\/a>[\/footnote]<\/span> The traditional process just described has become largely obsolete, with roles changing. Web searches and online content help prospective customers or clients do their own prospecting and qualifying. This eliminates the most time-consuming part of the traditional sales process. A company\u2019s website becomes the first sales presentation and, as a result, is critical in moving a prospect toward a sale. In short, all employees must be fully integrated into web marketing because web marketing is the primary driver of the sales process. The more web-savvy you are, the greater the chances that your selling will beat the competition.<span class=\"footnote\" id=\"cadden_1.0-fn07_229\">[footnote]Thomas Young, \u201cA Selling Revolution: How the Internet Changed Personal Selling (Part 1),\u201d <em class=\"emphasis\">Executive Street<\/em>, accessed December 1, 2011, <a class=\"link\" target=\"_blank\" href=\"http:\/\/blog.vistage.com\/marketing\/a-selling-revolution-how-the-internet-changed-personal-selling\" rel=\"noopener noreferrer\">blog.vistage.com\/marketing\/a-selling-revolution-how-the-internet-changed-personal-selling<\/a>[\/footnote]<\/span><\/p>\r\n\r\n<div class=\"callout block\" id=\"cadden_1.0-ch07_s08_s02_s07_n01\">\r\n<h3 class=\"title\">Video Link 17.8\u00a0Small Business Selling<\/h3>\r\n<p id=\"cadden_1.0-ch07_s08_s02_s07_p07\" class=\"para\">An overview of personal selling.<\/p>\r\n<p id=\"cadden_1.0-ch07_s08_s02_s07_p08\" class=\"para\"><a class=\"link\" target=\"_blank\" href=\"http:\/\/www.videojug.com\/interview\/small-business-selling\" rel=\"noopener noreferrer\">www.videojug.com\/interview\/small-business-selling<\/a><\/p>\r\n\r\n<\/div>\r\n<div class=\"key_takeaways editable block\" id=\"cadden_1.0-ch07_s08_s02_s07_n02\">\r\n<div class=\"textbox key-takeaways\">\r\n<h3 itemprop=\"educationalUse\">Key Takeaways<\/h3>\r\n<ul id=\"cadden_1.0-ch07_s08_s02_s07_l03\" class=\"itemizedlist\">\r\n \t<li>Promotion and marketing communications are relatively synonymous terms.<\/li>\r\n \t<li>IMC is about pulling all the marketing communications together to convey a consistent message.<\/li>\r\n \t<li>Small-business owners should be familiar and comfortable with the terms <em class=\"emphasis\">promotion<\/em>, <em class=\"emphasis\">marketing communications<\/em>, and <em class=\"emphasis\">integrated marketing communications (IMC)<\/em>.<\/li>\r\n \t<li>There are multiple categories of IMC objectives.<\/li>\r\n \t<li>The marketing communications mix for a small business will consist of some combination of advertising, sales promotion, events and experiences, PR and publicity, direct marketing, interactive marketing, and personal selling. This mix is applicable to both pure-play and brick-and-click businesses.<\/li>\r\n \t<li>There is a lot of hype about blogs and social media. They can be very effective, but they have not worked well for all small businesses that have used them. They should be considered carefully before inclusion in a company\u2019s IMC strategy.<\/li>\r\n<\/ul>\r\n<\/div>\r\n<div class=\"textbox exercises\">\r\n<h3 itemprop=\"educationalUse\">Exercises<\/h3>\r\n<ol id=\"cadden_1.0-ch07_s08_s02_s07_l04\" class=\"orderedlist\">\r\n \t<li>The Mill restaurant has historically taken a very low-key approach to promoting the business, choosing to rely on word-of-mouth communication. Robert believes that Emily needs to increase the sophistication of the marketing communications. Design an IMC plan for Emily\u2019s The Mill Restaurant. Keep the following in mind: (1) Emily's is a small business with a very limited IMC budget; (2) advertising in prime time and national television are not options; and (3) Emily is selling both food and its catering sauces.<\/li>\r\n \t<li>Choose two products or services that you purchased recently from small businesses, one from an online business and one from an onground business. The products should be different from those chosen for price. For each product or service, identify the various media that were used to promote the product or the service and analyze the marketing communications mix. Do you agree with the marketing communications mix that was used? What recommendations would you make for change?<span class=\"footnote\" id=\"cadden_1.0-fn07_230\">[footnote]Adapted from David L. Kurtz, <em class=\"emphasis\">Contemporary Business<\/em> (Hoboken, NJ: John Wiley &amp; Sons, 2011), 488.[\/footnote]<\/span> <em class=\"emphasis\">Tip<\/em>: If you are not sure whether an online business can be considered a small business, type in the name of the business plus \u201ccorporate HQ\u201d into Google or your preferred search engine. The search should return results that include the number of employees. As long as the company has fewer than five hundred employees, you are all set.<\/li>\r\n<\/ol>\r\n<\/div>\r\n<\/div>\r\n<\/div>\r\n<\/div>\r\n<\/div>\r\n<div class=\"section\" id=\"cadden_1.0-ch07_s09\" xml:lang=\"en\">\r\n<h1 class=\"title editable block\">The Three Threads<\/h1>\r\n<div class=\"learning_objectives editable block\" id=\"cadden_1.0-ch07_s09_n01\">\r\n<div class=\"textbox learning-objectives\">\r\n<h3 itemprop=\"educationalUse\">Learning Objectives<\/h3>\r\n<ol id=\"cadden_1.0-ch07_s09_l01\" class=\"orderedlist\">\r\n \t<li>Understand the role of marketing strategy in delivering customer value.<\/li>\r\n \t<li>Explain how marketing strategy can positively and negatively impact cash flow.<\/li>\r\n \t<li>Explain how digital technology and the e-environment are impacting marketing strategy.<\/li>\r\n<\/ol>\r\n<\/div>\r\n<\/div>\r\n<div class=\"section\" id=\"cadden_1.0-ch07_s09_s01\">\r\n<h2 class=\"title editable block\">Customer Value Implications<\/h2>\r\n<p id=\"cadden_1.0-ch07_s09_s01_p01\" class=\"para editable block\">Marketing plays a key role in creating and delivering value to the customer, but it is the establishment of a strong link between customer value requirements and the major value-producing activities of a firm that is the foundation on which the delivery of superior customer value is based.<span class=\"footnote\" id=\"cadden_1.0-fn07_231\">[footnote]Robert R. Harmon and Greg Laird, \u201cLinking Marketing Strategy to Customer Value: Implications for Technology Marketers,\u201d <em class=\"emphasis\">PDFCast.org<\/em>, accessed December 1, 2011, <a class=\"link\" target=\"_blank\" href=\"http:\/\/pdfcast.org\/pdf\/linking-marketing-strategy-to-customer-value-implications-for-technology-marketers\" rel=\"noopener noreferrer\">pdfcast.org\/pdf\/linking-marketing-strategy-to-customer-value-implications-for -technology-marketers<\/a>[\/footnote]<\/span> Marketing strategy provides that strong link.<\/p>\r\n<p id=\"cadden_1.0-ch07_s09_s01_p02\" class=\"para editable block no-indent\">A customer\u2019s decision to buy will always be contingent on the strategic effectiveness of the marketing mix: the ability of the product or the service to meet the needs, wants, and desires of the customer; a price that is attractive when compared with possible alternatives; the availability of the product or the service in an onground or online place that is in sync with the customer\u2019s needs; and an <em><strong>integrated marketing communications (IMC)<\/strong><\/em> program that creates awareness, provides information, and persuades. Although the different elements of the marketing mix will be of differing importance depending on the customer and the situation, it all begins with the product. Well-designed and well-made products will usually come out ahead on the customer value scale. Innovative channels of distribution, such as Redbox for DVDs, gourmet and ethnic food carts, kiosks in airports for selling small electronics products, and conducting financial transactions on a smartphone, can all add to customer value. Social media as a part of the IMC mix can be a particularly great way to create customer value because a consumer\u2019s social network can be used as a communication channel to spread the word about a product\u2019s characteristics, quality, benefits, and value.<span class=\"footnote\" id=\"cadden_1.0-fn07_232\">[footnote]Angela Hausman, \u201cMarketing Strategy: Using Social Media to Create Customer Value,\u201d <em class=\"emphasis\">Hausman Marketing Letter<\/em>, October 25, 2010, accessed June 1, 2012, <a class=\"link\" target=\"_blank\" href=\"http:\/\/www.hausmanmarketingletter.com\/marketing-strategy-using-social-media-to-create-customer-value\" rel=\"noopener noreferrer\">http:\/\/www.hausmanmarketingletter.com\/marketing-strategy-using-social-media-to -create-customer-value<\/a>[\/footnote]<\/span> Salespeople also create value for customers by helping to identify creative and cost-effective solutions to customer problems, making the customer buying process easier, and creating a positive customer experience. Pricing is always tricky, but there should be a clear and positive link between the price that customers pay and what customers see as the value received in return.<\/p>\r\n\r\n<\/div>\r\n<div class=\"section\" id=\"cadden_1.0-ch07_s09_s02\">\r\n<h2 class=\"title editable block\">Cash-Flow Implications<\/h2>\r\n<p id=\"cadden_1.0-ch07_s09_s02_p01\" class=\"para editable block\">An efficient and effective marketing strategy will keep costs down and stimulate sales. A small business owner could not ask for more as a way to realize a positive cash flow. However, the reality is that things will not go as planned most of the time, and this will wreak havoc with cash flow. This means that the marketing strategy should be developed and implemented within the context of a cash-flow strategy so that when things do not go as planned, you can make appropriate adjustments.<\/p>\r\n<p id=\"cadden_1.0-ch07_s09_s02_p02\" class=\"para editable block no-indent\">One of the biggest temptations for creating cash flow when money is tight is cutting the price as a way to stimulate sales. Think very carefully before doing this. The price reduction may generate more sales, but you may send unintended negative signals to customers about quality and value. You may also trigger a price cut by competitors that eliminates the benefits of your own price cut. A better strategy would be to maintain the price and offer the customer more value\u2014as long as that additional value does not end up costing you more in money in the long run.<span class=\"footnote\" id=\"cadden_1.0-fn07_233\">[footnote]Mark Hunter, \u201cDiscounting to Create Cash Flow? Be Careful,\u201d <em class=\"emphasis\">PowerHomeBiz.com<\/em>, May 19, 2011, accessed December 1, 2011, <a class=\"link\" target=\"_blank\" href=\"http:\/\/www.powerhomebiz.com\/blog\/2011\/05\/discounting-to-create-cash-flow-be-careful\" rel=\"noopener noreferrer\">www.powerhomebiz.com\/blog\/2011\/05\/discounting-to-create-cash-flow-be-careful<\/a>[\/footnote]<\/span><\/p>\r\n\r\n<\/div>\r\n<div class=\"section\" id=\"cadden_1.0-ch07_s09_s03\">\r\n<h2 class=\"title editable block\">Digital Technology and E-Environment Implications<\/h2>\r\n<p id=\"cadden_1.0-ch07_s09_s03_p01\" class=\"para editable block\">The opportunities for using digital technology and the e-environment in marketing strategy have exploded as the technologies continue to develop and become more sophisticated. Strategic decisions can be made more quickly, with information that can be compiled and analyzed more completely and faster than ever before. The Internet offers an information bonanza and myriad opportunities for implementing the marketing strategy.<\/p>\r\n<p id=\"cadden_1.0-ch07_s09_s03_p02\" class=\"para editable block no-indent\">Mobile commerce continues to be one of the biggest trends to affect small business owners. More than 48 percent of Americans who own smartphones use them for shopping, so integrating mobile commerce into the marketing strategy should be strongly considered. Many small businesses that already use mobile commerce are seeing positive results. Aaron Maxwell, founder of Mobile Web Up, reported that one client has already seen 10 percent growth per month.<span class=\"footnote\" id=\"cadden_1.0-fn07_234\">[footnote]Lauren Simonds, \u201cMobile Commerce Experts Talk Small Business,\u201d <em class=\"emphasis\">Small Business Computing.com<\/em>, May 3, 2011, accessed December 1, 2011, <a class=\"link\" target=\"_blank\" href=\"http:\/\/www.smallbusinesscomputing.com\/emarketing\/article.php\/3932506\/Mobile-Commerce-Experts-Talk-Small-Business.htm\" rel=\"noopener noreferrer\">www.smallbusinesscomputing.com\/emarketing\/article.php\/3932506\/Mobile -Commerce-Experts-Talk-Small-Business.htm<\/a>[\/footnote]<\/span> Since early 2011, small companies have increasingly been drawn to <em><strong>[pb_glossary id=\"1143\"]quick-response (QR) codes[\/pb_glossary]<\/strong><\/em>. These high-tech bar codes are scanned with smartphone cameras, after which company and\/or product content pops up on the screen. The customer then chooses to act or not act based on the content. The Ethical Bean Coffee Company in Vancouver, British Colombia, uses this technology in its train ads. Customers scan the code in an ad, a coffee menu pops up on their screens, and they can order a cup of coffee to be picked up at one of the Ethical Bean coffee shops. There are some challenges with using this technology, including cost,<span class=\"footnote\" id=\"cadden_1.0-fn07_235\">[footnote]Emily Glazer, \u201cTarget: Customers on the Go,\u201d <em class=\"emphasis\">Wall Street Journal<\/em>, May 16, 2011, accessed December 1, 2011, <a class=\"link\" target=\"_blank\" href=\"http:\/\/online.wsj.com\/article\/SB10001424052748704132204576285631212564952.html\" rel=\"noopener noreferrer\">online.wsj.com\/article\/SB10001424052748704132204576285631212564952.html<\/a>[\/footnote]<\/span> but it is worth considering for the marketing communications strategy.<\/p>\r\n<p id=\"cadden_1.0-ch07_s09_s03_p03\" class=\"para editable block no-indent\">Mobile technologies, such as wireless Internet and cellular Internet access, have significantly impacted personal selling, making it possible for salespeople to access needed information at any time. Key business applications are increasingly being made available through a browser rather than being loaded on a salesperson\u2019s computer\u2014again being accessible anywhere or anytime. Online video conferencing and web or phone conferencing allow for electronic presentations in lieu of face-to-face meetings. Sales training can be delivered over the Internet, and RSS feeds or e-mail enable salespeople to be notified quickly when new training material is available.<\/p>\r\n<p id=\"cadden_1.0-ch07_s09_s03_p04\" class=\"para editable block no-indent\">The marketing strategy of a small bank could include targeting the increasing number of small business owners that are starting to do their banking on the go. Customers can check balances, transfer funds, and take and send pictures of checks for remote deposit. It has been estimated that at least 50 percent of small businesses will do their banking through mobile devices by the end of 2013.<span class=\"footnote\" id=\"cadden_1.0-fn07_236\">[footnote]Javier Espinoza, \u201cNeed to Bank? Phone It In,\u201d <em class=\"emphasis\">Wall Street Journal<\/em>, November 14, 2011, accessed December 1, 2011, <a class=\"link\" target=\"_blank\" href=\"http:\/\/online.wsj.com\/article\/SB10001424052970204485304576644853956740860.html\" rel=\"noopener noreferrer\">online.wsj.com\/article\/SB10001424052970204485304576644853956740860.html<\/a>[\/footnote]<\/span> For the very small business, raising cash to proceed with the marketing strategy can actually be done through [pb_glossary id=\"1551\"]<strong>crowdfunding<\/strong>[\/pb_glossary], securing small amounts of money from multiple contributors online.\u00a0Margaret Broom of New Haven, Connecticut, used <a class=\"link\" target=\"_blank\" href=\"http:\/\/www.peerbackers.com\/\" rel=\"noopener noreferrer\">Peerbackers.com<\/a> to raise money for renovating a new space for a yoga studio. In 45 days she raised $10,000 from more than 100 contributors, with average contributions of $15 to $20. The funds do not need to be paid back because they are contributions. However, some businesses give their contributors products or services from the business as an appreciation.<span class=\"footnote\" id=\"cadden_1.0-fn07_237\">[footnote]Sarah E. Needleman, \u201cRaise Cash on Crowdfunding Sites,\u201d <em class=\"emphasis\">Wall Street Journal<\/em>, November 27, 2011, accessed December 1, 2011, <a class=\"link\" target=\"_blank\" href=\"http:\/\/online.wsj.com\/article\/SB10001424052970204443404577052013654406558.html?mod=googlenews_ws\" rel=\"noopener noreferrer\">online.wsj.com\/article\/SB10001424052970204443404577052013654406558.html?mod=googlenews_ws<\/a>[\/footnote]<\/span><\/p>\r\n\r\n<div class=\"video editable block\" id=\"cadden_1.0-ch07_s09_s03_n01\">\r\n<h3 class=\"title\">Video Clip 17.22\u00a0Susie\u2019s Lemonade Stand<\/h3>\r\n[embed]https:\/\/www.youtube.com\/watch?v=GSgovpUUHXE[\/embed]\r\n<p class=\"para\">How wireless technology can provide communication and distribution support.<\/p>\r\n\r\n<div class=\"textbox key-takeaways\">\r\n<h3 itemprop=\"educationalUse\">Key Takeaways<\/h3>\r\n<ul id=\"cadden_1.0-ch07_s09_s03_l01\" class=\"itemizedlist\">\r\n \t<li>Marketing strategy plays a key role in delivering customer value.<\/li>\r\n \t<li>Marketing strategy should be developed within the context of a cash-flow strategy.<\/li>\r\n \t<li>Digital technology and the e-environment continue to offer significant opportunities for small businesses.<\/li>\r\n<\/ul>\r\n<\/div>\r\n<\/div>\r\n<div class=\"key_takeaways editable block\" id=\"cadden_1.0-ch07_s09_s03_n02\"><\/div>\r\n<div class=\"exercises editable block\" id=\"cadden_1.0-ch07_s09_s03_n03\">\r\n<div class=\"textbox exercises\">\r\n<h3 itemprop=\"educationalUse\">Exercises<\/h3>\r\n<p id=\"cadden_1.0-ch07_s09_s03_p05\" class=\"para\">You run a small, specialized electronics firm that produces unique and highly sophisticated products. Your sales are evenly split between military contracts and commercial aviation. Two years ago, during a recent economic downturn, your business was under considerable cost pressure. To reduce costs, you switched from two American-based suppliers to a Taiwanese manufacturer. Last week, a national newspaper released a story that revealed that this Taiwanese manufacturer was using counterfeit chips produced in mainland China. This is clearly illegal, but things were made even worse by the speculation that the Chinese-made chips might be mechanisms that could be used in cyber warfare. It looks as though there will be at least one congressional investigation that will examine the national security issues associated with the counterfeit chips. Unfortunately, your firm was prominently mentioned in the article as one of the firms that had purchased a large number of these chips. This could have a major impact on a firm of your size.<\/p>\r\n\r\n<ol id=\"cadden_1.0-ch07_s09_s03_l02\" class=\"orderedlist\">\r\n \t<li>What should you do?<\/li>\r\n \t<li>How would you develop a marketing communications plan to deal with this crisis?<\/li>\r\n \t<li>How would you deal with the anticipated cash-flow crisis?<\/li>\r\n \t<li>How should you handle the issue of customer value?<\/li>\r\n<\/ol>\r\n<\/div>\r\n<div class=\"textbox examples\">\r\n<h3 itemprop=\"educationalUse\">Disaster Watch<\/h3>\r\n<p id=\"cadden_1.0-ch07_s09_s03_p06\" class=\"para\">Robert has spent the last year building his Internet business. He registered his domain name shortly after developing his idea. Three months were then spent waiting for his web developer to create a custom website built to his specifications. Just when Robert thought his online venture was going to die on the vine, his web guru called to ask if Robert wanted to see the site.<\/p>\r\n<p id=\"cadden_1.0-ch07_s09_s03_p07\" class=\"para\">Robert quickly typed in the URL of his domain. There, for all to see, was his website. The online catalog was complete, the merchant account had been set up\u2014and has been for two weeks because he has been paying the monthly fees in anticipation of the site launch date. The e-mail at the domain is configured, and Robert\u2019s online business is underway.<\/p>\r\n<p id=\"cadden_1.0-ch07_s09_s03_p08\" class=\"para\">Search engine optimization helps to drive traffic to Robert\u2019s site. He sends out e-mail messages to everyone on his mailing list to let them know that his online venture is now open for business. Sales started slowly, as expected, but they grew steadily. The twenty-third sale was as exciting as the first.<\/p>\r\n<p id=\"cadden_1.0-ch07_s09_s03_p09\" class=\"para\">On the morning of the business\u2019s one-year anniversary since buying his domain name, Robert goes to the office and turns on his computer with thoughts of checking his e-mail. His e-mail program announces an error. Something about \u201ccould not connect to server.\u201d<\/p>\r\n<p id=\"cadden_1.0-ch07_s09_s03_p10\" class=\"para\">Robert\u2019s first thought was that perhaps the hosting company was having a network issue. He decides to wait for half an hour\u2026but gets the same error. He decides to wait another ten minutes and try again. If it still does not work then, he plans to call his hosting company.<\/p>\r\n<p id=\"cadden_1.0-ch07_s09_s03_p11\" class=\"para\">Ten minutes go by. The error keeps showing up. One more try. The error pops up again. Robert picks up the phone and calls the hosting company. Once he gets a tech on the phone, he explains the situation, saying that he needs his e-mail up and running so that he can follow up on the orders that came into the store last night. The next ten minutes are spent double-checking settings on the e-mail program. Still nothing works.<\/p>\r\n<p id=\"cadden_1.0-ch07_s09_s03_p12\" class=\"para\">Eventually, someone at the hosting company thinks to check the domain name. <strong class=\"emphasis bold\">DISASTER!<\/strong> The domain name had expired at midnight. No business can be conducted, and some people may think he has gone out of business.<\/p>\r\n<p id=\"cadden_1.0-ch07_s09_s03_p13\" class=\"para\">What does Robert have to do now?<span class=\"footnote\" id=\"cadden_1.0-fn07_238\">[footnote]Michael Raymond, \u201cCostly Small Business Marketing Mistakes Every Entrepreneur Must Avoid,\u201d <em class=\"emphasis\">Helium<\/em>, accessed December 1, 2011, <a class=\"link\" target=\"_blank\" href=\"http:\/\/www.helium.com\/items\/1644285-current-domain-registration-expired-domain-names\" rel=\"noopener noreferrer\">www.helium.com\/items\/1644285-current-domain-registration-expired-domain-names<\/a>.[\/footnote]<\/span><\/p>\r\n\r\n<\/div>\r\n<\/div>\r\n<div class=\"callout editable block\" id=\"cadden_1.0-ch07_s09_s03_n04\">\r\n<div class=\"textbox examples\">\r\n<h3 itemprop=\"educationalUse\">Elegant Touch<\/h3>\r\n<div id=\"navbar-top\" class=\"navbar\">\r\n<div class=\"navbar-part left\"><img src=\"http:\/\/pressbooks.library.upei.ca\/smallbusinessmanagement\/wp-content\/uploads\/sites\/23\/2018\/12\/25bd376d4be54282c10060de4f17a137.jpg\" alt=\"image\" style=\"color: #373d3f; font-size: 14pt;\" \/><\/div>\r\n<\/div>\r\n<div id=\"book-content\">\r\n<div class=\"chapter\" id=\"cadden_1.0-ch07\" xml:lang=\"en\">\r\n<div class=\"callout block\" id=\"cadden_1.0-ch07_n01\">\r\n<div class=\"informalfigure large\" id=\"cadden_1.0-ch07_fx01\">\r\n<div class=\"copyright\">\r\n<p class=\"para\">Source: Used with permission from Anita Bruscino.<\/p>\r\n\r\n<\/div>\r\n<\/div>\r\n<p id=\"cadden_1.0-ch07_p01\" class=\"para\">Anita Bruscino, the sole proprietor of <a class=\"link\" target=\"_blank\" href=\"http:\/\/elegantouchfinegifts.net\" rel=\"noopener noreferrer\">Elegant Touch<\/a>, began her career as a mechanical engineer. She worked in her family\u2019s manufacturing business until she and her father left because of too many factions in the company. This provided her with the opportunity to start her own business, something she had always known in her heart that she wanted to do.<\/p>\r\n<p id=\"cadden_1.0-ch07_p02\" class=\"para\">Anita was inspired to open a gift shop by a family friend who had owned her own gift shop. She gave Anita advice on starting her own business, and Elegant Touch opened in 1994. Anita has since expanded the business and is celebrating the shop\u2019s eighteenth anniversary, with the last six years in its larger location. The shop is warm, lovely, and comfortable, featuring unique gifts for all occasions and specializing in American handcrafted gift items and gift baskets. Shoppers will also find maternity gifts, items for the sweet tooth, specialty foods, special seasonal sections<span class=\"footnote\" id=\"cadden_1.0-fn07_001\">[footnote]Leslie Hutchison, \u201cElegant Touch Fine Gifts,\u201d <em class=\"emphasis\">CheshirePatch<\/em>, accessed March 24, 2012, <a class=\"link\" target=\"_blank\" href=\"http:\/\/cheshire.patch.com\/listings\/elegant-touch-fine-gifts\" rel=\"noopener noreferrer\">cheshire.patch.com\/listings\/elegant-touch-fine-gifts<\/a>[\/footnote] --<\/span>and a friendly smile from Anita. One thing that you will not find at Elegant Touch is what you find in other gift shops in her market area. When selecting products for her shop, Anita asks vendors whether other stores in the area carry the gift line she is considering. She will not carry duplicates. She likes to see new things and follows the trade magazines to help her do that. When asked how she chooses the products to carry, she described the process as instinctive\u2014\u201cfrom the gut.\u201d<\/p>\r\n<p id=\"cadden_1.0-ch07_p03\" class=\"para\">Anita describes her customer demographics as mostly women, between thirty and seventy years old, married, and established with a home. Because many of her customers are repeat customers, the reason for fresh products is clear. A stale product line is not something that she can afford. Her pricing strategy is consistent with common practice in the industry, but many of her customers have commented that she delivers very high value for the prices she charges. She is not interested in selling online because she does not want to expand any further. She is at a nice comfort level and does not want to deal with the additional inventory implications or the need to hire additional employees. As a result, the Elegant Touch website is for basic information only. In promoting Elegant Touch, Anita says that word of mouth works the best. She advertises in the local paper occasionally, supports local events, and is preparing for her first e-mail blast. She is exploring a Facebook presence but is not yet convinced that it will be of much value to her business.<\/p>\r\n<p id=\"cadden_1.0-ch07_p04\" class=\"para\">Like all small businesses, Elegant Touch has been impacted by the ups and downs in the economy, with some times being tougher than others. Because Anita has only two part-time employees, however, she has not been faced with the employee layoffs that have hit other small companies. When asked what keeps her going in the rough times, she answered, \u201cYou have to love it.\u201d Just walk into her gift shop, and you will see clearly that she does.<span class=\"footnote\" id=\"cadden_1.0-fn07_002\">[footnote]Except for the content from CheshirePatch.com, all information herein is based on an interview with Anita Bruscino, owner of Elegant Touch, March 2, 2012.[\/footnote]<\/span><\/p>\r\n\r\n<\/div>\r\n<\/div>\r\n<\/div>\r\n<\/div>\r\n<\/div>\r\n<\/div>\r\n<\/div>\r\n<\/div>","rendered":"<div>\n<div class=\"textbox learning-objectives\">\n<h3 itemprop=\"educationalUse\">Learning Objectives<\/h3>\n<ol>\n<li>Understand how marketing for small businesses differs from marketing for big businesses.<\/li>\n<li>Understand the most significant risk factor facing small businesses.<\/li>\n<li>Explain marketing strategy and why it is so important for small businesses.<\/li>\n<\/ol>\n<\/div>\n<\/div>\n<div id=\"book-content\">\n<div class=\"section\" id=\"cadden_1.0-ch07_s01\" xml:lang=\"en\">\n<p>Small-business marketing and big business marketing are not the same. The basic marketing principles that guide both are the same, but there are important differences with respect to scope, budget, risk factors, and areas of opportunity.<a class=\"footnote\" title=\"Lynne Saarte, \u201cSmall Business Marketing Is Different from Big Business Marketing,\u201d Articlecity, accessed December 1, 2011, www.articlecity.com\/articles\/marketing\/article_4959.shtml\" id=\"return-footnote-70-1\" href=\"#footnote-70-1\" aria-label=\"Footnote 1\"><sup class=\"footnote\">[1]<\/sup><\/a><a class=\"footnote\" title=\"Lyndon David, \u201cSmall Business Marketing Strategy: How Different Is It from Larger Businesses?,\u201d Slideshare, accessed December 1, 2011, www.slideshare.net\/lyndondavid\/small-business-marketing-strategy-how-different -is-it-from-larger-businesses.\" id=\"return-footnote-70-2\" href=\"#footnote-70-2\" aria-label=\"Footnote 2\"><sup class=\"footnote\">[2]<\/sup><\/a>\u00a0Small businesses cannot compete with the marketing budgets of big companies. As a result, small businesses do not have the luxury of large staffs and the staying power that comes with high profits. There is little room for error. Failed strategies can lead to ruin.<\/p>\n<p id=\"cadden_1.0-ch07_s01_p02\" class=\"para editable block no-indent\">The scope of small business marketing does not extend across the same level of multiple products and services that characterize most big businesses. Combined with having few if any products in the pipeline, this significantly reduces the insulation that small businesses have against ups and downs in the marketplace or strategic failures. \u201cSmall business marketing strategies have to be more targeted, cost-effective and more elaborately planned [s]o as to minimize the losses in case the strategy fails.\u201d<a class=\"footnote\" title=\"Lyndon David, \u201cSmall Business Marketing Strategy: How Different Is It from Larger Businesses?,\u201d Slideshare, accessed December 1, 2011, www.slideshare.net\/lyndondavid\/small-business-marketing-strategy-how-different-is-it-from-larger -businesses\" id=\"return-footnote-70-3\" href=\"#footnote-70-3\" aria-label=\"Footnote 3\"><sup class=\"footnote\">[3]<\/sup><\/a><\/p>\n<p id=\"cadden_1.0-ch07_s01_p03\" class=\"para editable block no-indent\">Competition is the most significant risk factor facing small businesses. Trying to eliminate an established brand takes a lot of work, but it is an overnight job to wipe out a small business. Competition is a huge threat for small businesses.<a class=\"footnote\" title=\"Lyndon David, \u201cSmall Business Marketing Strategy: How Different Is It from Larger Businesses?,\u201d Slideshare, accessed December 1, 2011, www.slideshare.net\/lyndondavid\/small-business-marketing-strategy-how-different-is-it-from-larger -businesses\" id=\"return-footnote-70-4\" href=\"#footnote-70-4\" aria-label=\"Footnote 4\"><sup class=\"footnote\">[4]<\/sup><\/a>\u00a0This means that small businesses should be very knowledgeable about their competition to deal effectively with them.<\/p>\n<p id=\"cadden_1.0-ch07_s01_p04\" class=\"para editable block no-indent\">Opportunity areas for small businesses are also very different from those of big businesses. The small business can take advantage of niche markets and local needs and wants. They are much better able to emphasize personal, one-to-one interactions and can market real time in ways that cannot be matched by big businesses. Smaller can actually end up being more powerful.<a class=\"footnote\" title=\"Ann Handley, \u201cAct Your Shoe Size, Not Your Age: 3 Ways to Market Smaller in 2011,\u201d MarketingProfs, January 3, 2011, accessed December 1, 2011, www.mpdailyfix.com\/3-ways-to-market-smaller-in-2011.\" id=\"return-footnote-70-5\" href=\"#footnote-70-5\" aria-label=\"Footnote 5\"><sup class=\"footnote\">[5]<\/sup><\/a><\/p>\n<p id=\"cadden_1.0-ch07_s01_p05\" class=\"para editable block no-indent\">Given the special marketing vulnerabilities of small businesses, the importance of understanding the components of a <a class=\"glossary-term\" aria-haspopup=\"dialog\" aria-describedby=\"definition\" href=\"#term_70_1508\"><strong>marketing strategy<\/strong><\/a> \u2014all within the context of marketing objectives, should be clear. A marketing strategy involves selecting one or more target markets, deciding how to differentiate and position the product or the service, and creating and maintaining a marketing mix that will hopefully prove successful with the selected target market(s)\u2014all within the context of <a class=\"glossary-term\" aria-haspopup=\"dialog\" aria-describedby=\"definition\" href=\"#term_70_1509\"><strong>marketing objectives<\/strong><\/a>. Marketing objectives are what a company wants to accomplish with its marketing strategy: \u201cStrategy is not a wish list, set of goals, mission statement, or litany of objectives\u2026A marketing strategy is a clear explanation of how you\u2019re going to get there, not where or what there is. An effective marketing strategy is a concise explanation of your stated plan of execution to reach your objectives\u2026Marketing without strategy is the noise before failure.\u201d<a class=\"footnote\" title=\"John Jantsch, \u201cMarketing without Strategy Is the Noise before Failure,\u201d Duct Tape Marketing, November 29, 2010, accessed December 1, 2011, www.ducttapemarketing.com\/blog\/2010\/11\/29\/marketing-without-strategy-is-the -noise-before-failure\" id=\"return-footnote-70-6\" href=\"#footnote-70-6\" aria-label=\"Footnote 6\"><sup class=\"footnote\">[6]<\/sup><\/a><\/p>\n<div class=\"textbox key-takeaways\">\n<h3 itemprop=\"educationalUse\">Key Takeaways<\/h3>\n<ul>\n<li>Small-business marketing and big business marketing are not the same.<\/li>\n<li>The most significant risk factor facing small businesses is competition.<\/li>\n<li>It is important for a small business to have a marketing strategy so that it is better positioned to choose among options.<\/li>\n<li>An effective marketing strategy is a concise explanation of a business\u2019s stated plan of execution to reach its objectives.<\/li>\n<li>Marketing without strategy is the noise before the failure.<\/li>\n<\/ul>\n<\/div>\n<div class=\"exercises editable block\" id=\"cadden_1.0-ch07_s01_n03\">\n<div class=\"textbox exercises\">\n<h3 itemprop=\"educationalUse\">Exercises<\/h3>\n<ol>\n<li>You just started a new job with a twenty-five-employee small business. By accident, you found out that the company does not have a clear marketing strategy. So far, the company has been lucky with its product sales, but you have a feeling that things will not continue at the same pace for much longer because a competitor has entered the marketplace. Assuming that you had the opportunity, how would you go about convincing the owner that the smart thing to do right now is to create a marketing strategy? Make the case to the owner.<\/li>\n<\/ol>\n<\/div>\n<\/div>\n<\/div>\n<div class=\"section\" id=\"cadden_1.0-ch07_s02\" xml:lang=\"en\">\n<h1 class=\"title editable block\">The Marketing Strategy Process<\/h1>\n<div class=\"learning_objectives editable block\" id=\"cadden_1.0-ch07_s02_n01\">\n<div class=\"textbox learning-objectives\">\n<h3 itemprop=\"educationalUse\">Learning Objectives<\/h3>\n<ol>\n<li>Describe the marketing strategy process.<\/li>\n<li>Explain why segmentation, target market, differentiation, positioning, and website decisions are so important for the small business.<\/li>\n<li>Describe the marketing strategy decision areas for each element of the marketing mix.<\/li>\n<\/ol>\n<\/div>\n<\/div>\n<p id=\"cadden_1.0-ch07_s02_p01\" class=\"para editable block\">The focus of this text is on the management of the small business that is up and running as opposed to a start-up operation. As a result, the considerations of marketing strategy are twofold:<\/p>\n<ol>\n<li class=\"para editable block\">to modify or tweak marketing efforts already in place and<\/li>\n<li class=\"para editable block\">to add products or services as the business evolves. In some instances, it may be appropriate and desirable for a small business to backfit its marketing activities into a complete marketing strategy framework.<\/li>\n<\/ol>\n<p id=\"cadden_1.0-ch07_s02_p02\" class=\"para editable block\">The marketing strategy process consists of several components (Figure 17.1 &#8220;Marketing Strategy Process&#8221;). Each component should be considered and designed carefully: company vision, company mission, marketing objectives, and the marketing strategy itself.<\/p>\n<div class=\"figure large medium-height editable block\" id=\"cadden_1.0-ch07_s02_f01\">\n<figure style=\"width: 422px\" class=\"wp-caption aligncenter\"><img loading=\"lazy\" decoding=\"async\" src=\"http:\/\/pressbooks.library.upei.ca\/smallbusinessmanagement\/wp-content\/uploads\/sites\/23\/2018\/12\/67d4686f6ed8f3a972b3157bf8c277b5.jpg\" alt=\"image\" class=\"\" width=\"422\" height=\"572\" \/><figcaption class=\"wp-caption-text\">Figure 17.1 Marketing Strategy Process<\/figcaption><\/figure>\n<div class=\"copyright\">\n<p class=\"para\">Source: <a class=\"footnote\" title=\"Susan I. Reid, \u201cHow to Write a Great Business Vision Statement,\u201d Alkamae, February 23, 2009, accessed December 2, 2011, http:\/\/alkamae.com\/content.php?id=285\" id=\"return-footnote-70-7\" href=\"#footnote-70-7\" aria-label=\"Footnote 7\"><sup class=\"footnote\">[7]<\/sup><\/a><a class=\"footnote\" title=\"\u201cMarketing Plan: Marketing Objectives and Strategies,\u201d Small Business Notes, accessed December 2, 2011, http:\/\/www.smallbusinessnotes.com\/starting-a-business\/marketing-plan-marketing-objectives-and-strategies.html\" id=\"return-footnote-70-8\" href=\"#footnote-70-8\" aria-label=\"Footnote 8\"><sup class=\"footnote\">[8]<\/sup><\/a><\/p>\n<\/div>\n<\/div>\n<div class=\"section\" id=\"cadden_1.0-ch07_s02_s01\">\n<h2 class=\"title editable block\">Vision and Mission<\/h2>\n<div class=\"epigraph block\" id=\"cadden_1.0-ch07_s02_s01_ep01\">\n<p id=\"cadden_1.0-ch07_s02_s01_p01\" class=\"para\">It is awfully important to know what is and what is not your business.<a class=\"footnote\" title=\"Jay Ebben, \u201cDeveloping Effective Vision and Mission Statements,\u201d Inc., February 1, 2005, accessed December 1, 2011, www.inc.com\/resources\/startup\/articles\/20050201\/missionstatement.html\" id=\"return-footnote-70-9\" href=\"#footnote-70-9\" aria-label=\"Footnote 9\"><sup class=\"footnote\">[9]<\/sup><\/a><\/p>\n<p class=\"attribution\">-Gertrude Stein<\/p>\n<\/div>\n<p id=\"cadden_1.0-ch07_s02_s01_p02\" class=\"para editable block\">The <a class=\"glossary-term\" aria-haspopup=\"dialog\" aria-describedby=\"definition\" href=\"#term_70_1512\"><strong>vision statement<\/strong><\/a>\u00a0tries to articulate the long-term purpose and idealized notion of what a business hopes to become. (Where do we see the business going?) It should coincide with the founder\u2019s goals for the business, stating what the founder ultimately envisions the business to be.<a class=\"footnote\" title=\"Jay Ebben, \u201cDeveloping Effective Vision and Mission Statements,\u201d Inc., February 1, 2005, accessed December 1, 2011, www.inc.com\/resources\/startup\/articles\/20050201\/missionstatement.html\" id=\"return-footnote-70-10\" href=\"#footnote-70-10\" aria-label=\"Footnote 10\"><sup class=\"footnote\">[10]<\/sup><\/a> The <a class=\"glossary-term\" aria-haspopup=\"dialog\" aria-describedby=\"definition\" href=\"#term_70_1513\"><strong>mission statement<\/strong><\/a> looks to articulate the more fundamental nature of a business (i.e. why the business exists?). It should be developed from the customer\u2019s perspective, be consistent with the vision, and answer three questions: What do we do? How do we do it? And for whom do we do it?<\/p>\n<p id=\"cadden_1.0-ch07_s02_s01_p03\" class=\"para editable block no-indent\">Both the vision statement and the mission statement must be developed carefully because they \u201cprovide direction for a new or small firm, without which it is difficult to develop a cohesive plan. In turn, this allows the firm to pursue activities that lead the organization forward and avoid devoting resources to activities that do not.\u201d<a class=\"footnote\" title=\"Jay Ebben, \u201cDeveloping Effective Vision and Mission Statements,\u201d Inc., February 1, 2005, accessed December 1, 2011, www.inc.com\/resources\/startup\/articles\/20050201\/missionstatement.html\" id=\"return-footnote-70-11\" href=\"#footnote-70-11\" aria-label=\"Footnote 11\"><sup class=\"footnote\">[11]<\/sup><\/a>\u00a0Although input may be sought from others, the ultimate responsibility for the company vision and mission statements rests with the small business owner. The following are examples of both statements:<\/p>\n<ul id=\"cadden_1.0-ch07_s02_s01_l01\" class=\"itemizedlist editable block\">\n<li><strong class=\"emphasis bold\">Vision statement.<\/strong> \u201cWithin the next five years, Metromanage.com will become a leading provider of management software to North American small businesses by providing customizable, user-friendly software scaled to small business needs.\u201d<a class=\"footnote\" title=\"Susan Ward, \u201cSample Vision Statements,\u201d About.com, accessed December 1, 2011, sbinfocanada.about.com\/od\/businessplanning\/a\/samplevisions.htm.\" id=\"return-footnote-70-12\" href=\"#footnote-70-12\" aria-label=\"Footnote 12\"><sup class=\"footnote\">[12]<\/sup><\/a><\/li>\n<li><strong class=\"emphasis bold\">Mission statement.<\/strong> \u201cStudio67 is a great place to eat, combining an intriguing atmosphere with excellent, interesting food that is also very good for the people who eat there. We want fair profit for the owners and a rewarding place to work for the employees.\u201d <a class=\"footnote\" title=\"\u201cOrganic Restaurant Business Plan: Studio67,\u201d Bplans, accessed December 1, 2011, www.bplans.com\/organic_restaurant_business_plan\/executive_summary_fc.cfm\" id=\"return-footnote-70-13\" href=\"#footnote-70-13\" aria-label=\"Footnote 13\"><sup class=\"footnote\">[13]<\/sup><\/a><\/li>\n<\/ul>\n<\/div>\n<div class=\"section\" id=\"cadden_1.0-ch07_s02_s02\">\n<h2 class=\"title editable block\">Marketing Objectives<\/h2>\n<p id=\"cadden_1.0-ch07_s02_s02_p01\" class=\"para editable block\">Marketing objectives are what a company wants to accomplish with its marketing. They lay the groundwork for formulating the marketing strategy. Although formulated in a variety of ways, their achievement should lead to sales. The creation of marketing objectives is one of the most critical steps a business will take. The company needs to know, as precisely as possible, what it wants to achieve before allocating any resources to the marketing effort.<\/p>\n<p id=\"cadden_1.0-ch07_s02_s02_p02\" class=\"para editable block no-indent\">Marketing objectives should be SMART: specific, measurable, achievable, realistic, and time-based (i.e., have a stated time frame for achievement). It has been recommended that small businesses limit the number of objectives to a maximum of three or four. If you have fewer than two objectives, you aren\u2019t growing your business like you should be in order to keep up with the market. Having more than four objectives will divide your attention, and this may result in a lackluster showing on each objective and no big successes. <span class=\"footnote\" id=\"cadden_1.0-fn07_013\"><a class=\"footnote\" title=\"\u201cHow to Choose Marketing Plan Objectives,\u201d accessed January 24, 2012, www.hellomarketing.biz\/planning-strategy\/marketing-plan-objectives.php\" id=\"return-footnote-70-14\" href=\"#footnote-70-14\" aria-label=\"Footnote 14\"><sup class=\"footnote\">[14]<\/sup><\/a><\/span> If a small business has multiple marketing objectives, they will have to be evaluated to ensure that they do not conflict with each other. The company should also determine if it has the resources necessary to accomplish all its objectives.<span class=\"footnote\" id=\"cadden_1.0-fn07_014\"><a class=\"footnote\" title=\"Adapted from \u201cMarketing Plan: Marketing Objectives and Strategies,\u201d Small Business Notes, accessed December 1, 2011, www.smallbusinessnotes.com\/starting -a-business\/marketing-plan-marketing-objectives-and-strategies.html\" id=\"return-footnote-70-15\" href=\"#footnote-70-15\" aria-label=\"Footnote 15\"><sup class=\"footnote\">[15]<\/sup><\/a><a class=\"link\" target=\"_blank\" href=\"http:\/\/www.smallbusinessnotes.com\/starting-a-business\/marketing-plan-marketing-objectives-and-strategies.html\" rel=\"noopener noreferrer\"><\/a><\/span><\/p>\n<p id=\"cadden_1.0-ch07_s02_s02_p03\" class=\"para editable block no-indent\">For small businesses that already have, or are looking to have, a web presence and sell their products or services online, <a class=\"glossary-term\" aria-haspopup=\"dialog\" aria-describedby=\"definition\" href=\"#term_70_1145\">e-marketing<\/a> objectives must be included with all other marketing objectives. E-marketing is defined as \u201cthe result of information technology applied to traditional marketing.\u201d<span class=\"footnote\" id=\"cadden_1.0-fn07_015\"><a class=\"footnote\" title=\"Judy Strauss and Raymond Frost, E-Marketing (Upper Saddle River, NJ: Pearson Prentice Hall, 2009), 6.\" id=\"return-footnote-70-16\" href=\"#footnote-70-16\" aria-label=\"Footnote 16\"><sup class=\"footnote\">[16]<\/sup><\/a><\/span> The issues of concern and focus will be the same as for traditional marketing objectives. The difference is in the venue (i.e., online versus onground). Examples of e-marketing objectives are as follows: to establish a direct source of revenue from orders or advertising space; improve sales by building an image for the company\u2019s product, brand, and\/or company; lower operating costs;\u00a0<span class=\"footnote\" id=\"cadden_1.0-fn07_016\"><a class=\"footnote\" title=\"Bobette Kyle, \u201cMarketing Objectives for Your Website,\u201d WebSiteMarketingPlan.com, December 10, 2010, accessed December 1, 2011, www.websitemarketingplan.com\/marketing_management\/marketingobjectivesarticle.htm\" id=\"return-footnote-70-17\" href=\"#footnote-70-17\" aria-label=\"Footnote 17\"><sup class=\"footnote\">[17]<\/sup><\/a><\/span> provide a strong positive customer experience; and contribute to brand loyalty. The ultimate objective, however, will be \u201cthe comprehensive integration of e-marketing and traditional marketing to create seamless strategies and tactics.\u201d<span class=\"footnote\" id=\"cadden_1.0-fn07_017\"><a class=\"footnote\" title=\"Judy Strauss and Raymond Frost, E-Marketing (Upper Saddle River, NJ: Pearson Prentice Hall, 2009), 5.\" id=\"return-footnote-70-18\" href=\"#footnote-70-18\" aria-label=\"Footnote 18\"><sup class=\"footnote\">[18]<\/sup><\/a><\/span><\/p>\n<\/div>\n<div class=\"section\" id=\"cadden_1.0-ch07_s02_s03\">\n<h2 class=\"title editable block\">The Marketing Strategy<\/h2>\n<p id=\"cadden_1.0-ch07_s02_s03_p01\" class=\"para editable block\">With its focus being on achieving the marketing objectives, marketing strategy involves segmenting the market and selecting a target or targets, making differentiation and positioning decisions, and designing the marketing mix. The design of the product (one of the four Ps) will include design of the company website. Differentiation refers to a company\u2019s efforts to set its product or service apart from the competition, and positioning is placing the brand (whether store, product, or service) in the consumer\u2019s mind in relation to other competing products based on product traits and benefits that are relevant to the consumer.<span class=\"footnote\" id=\"cadden_1.0-fn07_018\"><a class=\"footnote\" title=\"Dana-Nicoleta Lascu and Kenneth E. Clow, Essentials of Marketing (Mason, OH: Atomic Dog Publishing, 2007), 179.\" id=\"return-footnote-70-19\" href=\"#footnote-70-19\" aria-label=\"Footnote 19\"><sup class=\"footnote\">[19]<\/sup><\/a><\/span>\u00a0It has been said that \u201cin some cases strategy just happens because a market and a product find each other and grow organically. However, small businesses that understand the power of an overarching marketing strategy, filtered and infused in every tactical process, will usually enjoy greater success.\u201d<span class=\"footnote\" id=\"cadden_1.0-fn07_019\"><a class=\"footnote\" title=\"John Jantsch, \u201cThe Cycle of Strategy,\u201d Duct Tape Marketing, March 29, 2010, accessed December 1, 2011, www.ducttapemarketing.com\/blog\/2010\/03\/29\/the-cycle-of -strategy\" id=\"return-footnote-70-20\" href=\"#footnote-70-20\" aria-label=\"Footnote 20\"><sup class=\"footnote\">[20]<\/sup><\/a><a class=\"link\" target=\"_blank\" href=\"http:\/\/www.ducttapemarketing.com\/blog\/2010\/03\/29\/the-cycle-of-strategy\" rel=\"noopener noreferrer\"><\/a><\/span><\/p>\n<div class=\"key_takeaways editable block\" id=\"cadden_1.0-ch07_s02_s03_n01\">\n<div class=\"textbox key-takeaways\">\n<h3 itemprop=\"educationalUse\">Key Takeaways<\/h3>\n<ul>\n<li>The marketing strategy process consists of company vision, company mission, marketing objectives, and the marketing strategy itself.<\/li>\n<li>The company vision: Where do we see the business going?<\/li>\n<li>The company mission: Why does our business exist?<\/li>\n<li>Marketing objectives: What do we want to accomplish with our marketing strategy?<\/li>\n<li>Marketing strategy: How will we accomplish our marketing objectives?<\/li>\n<li>Marketing objectives should be SMART: specific, measurable, achievable, realistic, and time-based (i.e., have a specific time frame for accomplishment).<\/li>\n<li>Small businesses should limit the number of objectives to three or four to increase the chances that they will be achieved.<\/li>\n<li>E-marketing objectives must be included with traditional marketing objectives.<\/li>\n<li>E-marketing and traditional marketing should be integrated to create seamless marketing strategies and tactics.<\/li>\n<li>Marketing strategy involves segmenting the market, selecting a target or targets, making differentiation and positioning decisions, and designing the marketing mix. The design of the product will include design of the company website.<\/li>\n<\/ul>\n<\/div>\n<\/div>\n<div class=\"exercises editable block\" id=\"cadden_1.0-ch07_s02_s03_n02\">\n<div class=\"textbox exercises\">\n<h3 itemprop=\"educationalUse\">Exercises<\/h3>\n<ol id=\"cadden_1.0-ch07_s02_s03_l02\" class=\"orderedlist\">\n<li>Develop the marketing objectives for The Mill restaurant in New Glasgow, PEI.<\/li>\n<li>Explain the differences between an onground marketing strategy and an online marketing strategy.<\/li>\n<\/ol>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<div class=\"section\" id=\"cadden_1.0-ch07_s03\" xml:lang=\"en\">\n<h1 class=\"title editable block\">Segmentation and the Target Market<\/h1>\n<div class=\"learning_objectives editable block\" id=\"cadden_1.0-ch07_s03_n01\">\n<div class=\"textbox learning-objectives\">\n<h3 itemprop=\"educationalUse\">Learning Objectives<\/h3>\n<ol id=\"cadden_1.0-ch07_s03_l01\" class=\"orderedlist\">\n<li>Explain segmentation and the target market.<\/li>\n<li>Explain why segmentation, the target market, differentiation, positioning, and website decisions are so important for a small business.<\/li>\n<li>Describe the marketing strategy decision areas for each element of the marketing mix.<\/li>\n<\/ol>\n<\/div>\n<p>&nbsp;<\/p>\n<\/div>\n<p id=\"cadden_1.0-ch07_s03_p01\" class=\"para editable block\">Whether market segments and target markets are selected on the basis of intuition, marketing research, or a combination of the two, they are the basis for creating an effective marketing mix for any small business. Segmentation and target market decisions must be made for both onground and online customers.<\/p>\n<div class=\"section\" id=\"cadden_1.0-ch07_s03_s01\">\n<h2 class=\"title editable block\">Segmentation<\/h2>\n<p id=\"cadden_1.0-ch07_s03_s01_p01\" class=\"para editable block\"><a class=\"glossary-term\" aria-haspopup=\"dialog\" aria-describedby=\"definition\" href=\"#term_70_1273\"><strong>Market segmentation<\/strong><\/a> dividing a market into relatively homogeneous subgroups that behave much the same way in the marketplace, is the necessary precursor to selecting a target market or target markets. The challenge is knowing which group(s) to select. Many small business owners have a good intuitive sense of the segments that make sense for the business, and they choose to go with that intuition in devising their marketing strategy. However, that intuition may not be precise or current enough to be of the most help in planning a marketing strategy. Marketing research can be of help here, even to the smallest of businesses.<\/p>\n<h3>Table 17.1 Market Segmentation<\/h3>\n<table style=\"border-collapse: collapse; width: 100%;\">\n<tbody>\n<tr>\n<td style=\"width: 50%; text-align: center;\"><span style=\"text-decoration: underline;\"><strong>Consumer Segmentation Examples<\/strong><\/span><\/td>\n<td style=\"width: 50%; text-align: center;\"><span style=\"text-decoration: underline;\"><strong>Business Segmentation Examples<\/strong><\/span><\/td>\n<\/tr>\n<tr>\n<td style=\"width: 50%;\">\n<p class=\"para\"><strong class=\"emphasis bold\">Geographic Segmentation<\/strong><\/p>\n<ul class=\"itemizedlist\">\n<li>Region (e.g., Northeast or Southwest)<\/li>\n<li>City or metro size (small, medium, or large)<\/li>\n<li>Density (urban, suburban, or rural)<\/li>\n<li>Climate (northern or southern)<\/li>\n<\/ul>\n<\/td>\n<td style=\"width: 50%;\">\n<p class=\"para\"><strong class=\"emphasis bold\">Demographic Segmentation<\/strong><\/p>\n<ul class=\"itemizedlist\">\n<li>The industry or industries to be served<\/li>\n<li>The company sizes to be served (revenue, number of employees, and number of locations)<\/li>\n<\/ul>\n<\/td>\n<\/tr>\n<tr>\n<td style=\"width: 50%;\">\n<p class=\"para\"><strong class=\"emphasis bold\">Demographic Segmentation<\/strong><\/p>\n<ul class=\"itemizedlist\">\n<li>Age<\/li>\n<li>Family size<\/li>\n<li>Family life cycle (e.g., single or married without kids)<\/li>\n<li>Gender<\/li>\n<li>Income<\/li>\n<li>Occupation<\/li>\n<li>Education<\/li>\n<li>Religion<\/li>\n<li>Race\/ethnicity<\/li>\n<li>Generation<\/li>\n<li>Nationality<\/li>\n<li>Social class<\/li>\n<\/ul>\n<\/td>\n<td style=\"width: 50%;\">\n<p class=\"para\"><strong class=\"emphasis bold\">Operating Variables<\/strong><\/p>\n<ul class=\"itemizedlist\">\n<li>The customer technologies to be focused on<\/li>\n<li>The users that should be served (heavy, light, medium, or nonusers)<\/li>\n<li>Whether customers needing many or few services should be served<\/li>\n<\/ul>\n<\/td>\n<\/tr>\n<tr>\n<td style=\"width: 50%;\">\n<p class=\"para\"><strong class=\"emphasis bold\">Psychographic Segmentation<\/strong><\/p>\n<ul class=\"itemizedlist\">\n<li>Personality<\/li>\n<li>Lifestyle<\/li>\n<li>Behavioral occasions (regular or special occasion)<\/li>\n<li>Values<\/li>\n<\/ul>\n<\/td>\n<td style=\"width: 50%;\">\n<p class=\"para\"><strong class=\"emphasis bold\">Purchasing Approaches: Which to Choose?<\/strong><\/p>\n<ul class=\"itemizedlist\">\n<li>Highly centralized versus decentralized purchasing<\/li>\n<li>Engineering dominated, financially dominated, and so forth<\/li>\n<li>Companies with whom a strong relationship exists or the most desirable companies<\/li>\n<li>Companies that prefer leasing, service contracts, systems purchases, or sealed bidding<\/li>\n<li>Companies seeking quality, service, and price<\/li>\n<\/ul>\n<\/td>\n<\/tr>\n<tr>\n<td style=\"width: 50%;\">\n<p class=\"para\"><strong class=\"emphasis bold\">Behavioral Segmentation<\/strong><\/p>\n<ul class=\"itemizedlist\">\n<li>Benefits of the product (e.g., toothpaste with tartar control)<\/li>\n<li>User status (nonuser, regular user, or first-time user)<\/li>\n<li>Usage rate (light user, medium user, or heavy user)<\/li>\n<li>Loyalty status (none, medium, or absolute)<\/li>\n<li>Attitude toward the product (e.g., enthusiastic or hostile)<\/li>\n<\/ul>\n<\/td>\n<td style=\"width: 50%;\">\n<p class=\"para\"><strong class=\"emphasis bold\">Situational Factors: Which to Choose?<\/strong><\/p>\n<ul class=\"itemizedlist\">\n<li>Companies that need quick and sudden delivery or service<\/li>\n<li>Certain application of the product instead of all applications<\/li>\n<li>Large or small orders or something in-between<\/li>\n<\/ul>\n<\/td>\n<\/tr>\n<tr>\n<td style=\"width: 50%;\">\n<p class=\"para\"><strong class=\"emphasis bold\">Personal Characteristics: Which to Choose?<\/strong><\/p>\n<ul class=\"itemizedlist\">\n<li>Companies with similar people and values<\/li>\n<li>Risk-taking or risk-aversive customers<\/li>\n<li>Companies that show high loyalty to their suppliers<\/li>\n<\/ul>\n<\/td>\n<td style=\"width: 50%;\">\n<p class=\"para\"><strong class=\"emphasis bold\">Other Characteristics<\/strong><\/p>\n<ul class=\"itemizedlist\">\n<li>Status in industry (technology or revenue leader)<\/li>\n<li>Need for customization (specialized computer systems)<\/li>\n<\/ul>\n<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<p id=\"cadden_1.0-ch07_s03_s01_p02\" class=\"para editable block\">Marketing research can help the small business identify and refine the segments that offer the greatest opportunities. Part of that process will be to identify segments that meet the requirements of <a class=\"glossary-term\" aria-haspopup=\"dialog\" aria-describedby=\"definition\" href=\"#term_70_1517\"><strong>measurability<\/strong><\/a>; <a class=\"glossary-term\" aria-haspopup=\"dialog\" aria-describedby=\"definition\" href=\"#term_70_1518\"><em><strong>substantiality<\/strong><\/em><\/a>, <a class=\"glossary-term\" aria-haspopup=\"dialog\" aria-describedby=\"definition\" href=\"#term_70_1519\"><em><strong>stability<\/strong><\/em><\/a>, <a class=\"glossary-term\" aria-haspopup=\"dialog\" aria-describedby=\"definition\" href=\"#term_70_1520\"><em><strong>accessibility<\/strong><\/em><\/a>, <a class=\"glossary-term\" aria-haspopup=\"dialog\" aria-describedby=\"definition\" href=\"#term_70_1521\"><em><strong>actionability<\/strong><\/em><\/a>, and <a class=\"glossary-term\" aria-haspopup=\"dialog\" aria-describedby=\"definition\" href=\"#term_70_1522\"><em><strong>differential response<\/strong><\/em><\/a>.<span class=\"footnote\" id=\"cadden_1.0-fn07_020\"><\/span><a class=\"footnote\" title=\"Dana-Nicoleta Lascu and Kenneth E. Clow, Essentials of Marketing (Mason, OH: Atomic Dog Publishing, 2007), 175\u201376.\" id=\"return-footnote-70-21\" href=\"#footnote-70-21\" aria-label=\"Footnote 21\"><sup class=\"footnote\">[21]<\/sup><\/a> Meeting these requirements will increase the chances for successful segmentation.<\/p>\n<ul id=\"cadden_1.0-ch07_s03_s01_l01\" class=\"itemizedlist editable block\">\n<li><strong class=\"emphasis bold\">Measurability.<\/strong> Is it easy to identify and estimate the size of a segment? A small business that moves forward without a clear definition of its market segments is working blind. Intuition can only go so far. Are there people who are interested in freshly baked cookies for dogs (it would seem so), and how many of these people are there? (Check out <a class=\"link\" target=\"_blank\" href=\"http:\/\/www.happyheartsdogcookies.com\" rel=\"noopener noreferrer\">Happy Hearts Dog Cookies<\/a>.)<\/li>\n<li><strong class=\"emphasis bold\">Substantiality.<\/strong> Is the segment large and profitable enough to justify an investment? A small business may not require a huge number of customers to be profitable, but there should be enough people interested in the product or the service being offered to make operating the business worthwhile. Fancy designer clothes for dogs, for example, is a business that can survive\u2014but not everywhere (see <a class=\"link\" target=\"_blank\" href=\"http:\/\/www.ralphlauren.com\/search\/index.jsp?kw=pup&amp;f=Home\" rel=\"noopener noreferrer\">www.ralphlauren.com\/search\/index.jsp?kw=pup&amp;f=Home<\/a>).<\/li>\n<li><strong class=\"emphasis bold\">Stability.<\/strong> Stability has to do with consumer preferences. Are they stable over time? Although segments will change over time, a small business needs to be aware of preferences that are continuously changing. Small businesses can be more nimble at adapting their businesses to change, but too much volatility can be damaging to a business\u2019s operations.<\/li>\n<li><strong class=\"emphasis bold\">Accessibility.<\/strong> Can a business communicate with and reach the segment? A small business interested in women who work outside the home will present greater communication challenges than will stay-at-home wives and mothers.<\/li>\n<li><strong class=\"emphasis bold\">Actionability.<\/strong> Is a small business capable of designing an effective marketing program that can serve the chosen market segment? There was a small manufacturer of low-priced cigarettes in Virginia that found it difficult to compete with the big brands and other established lower-priced brands such as Bailey\u2019s. The manufacturer\u2019s solution was to sell to Russia where \u201cMade in Virginia, USA\u201d worked very well with customers and retailers.<span class=\"footnote\" id=\"cadden_1.0-fn07_021\"><a class=\"footnote\" title=\"Dana-Nicoleta Lascu and Kenneth E. Clow, Essentials of Marketing (Mason, OH: Atomic Dog Publishing, 2007), 176.\" id=\"return-footnote-70-22\" href=\"#footnote-70-22\" aria-label=\"Footnote 22\"><sup class=\"footnote\">[22]<\/sup><\/a><\/span><\/li>\n<li><strong class=\"emphasis bold\">Differential response.<\/strong> The extent to which market segments are easily distinguishable from each other and respond differently to company marketing strategies.<span class=\"footnote\" id=\"cadden_1.0-fn07_022\"><a class=\"footnote\" title=\"Dana-Nicoleta Lascu and Kenneth E. Clow, Essentials of Marketing (Mason, OH: Atomic Dog Publishing, 2007), 176.\" id=\"return-footnote-70-23\" href=\"#footnote-70-23\" aria-label=\"Footnote 23\"><sup class=\"footnote\">[23]<\/sup><\/a><\/span> For the small business that chooses only one segment, this is not an issue. However, the small manufacturer of ramen noodles in New York City needs to know whether there are different segments for the product and whether the marketing strategy will appeal to those segments in the same positive way.<\/li>\n<\/ul>\n<p id=\"cadden_1.0-ch07_s03_s01_p03\" class=\"para editable block\">Once multiple segments have been identified, it is necessary to select a target market or target markets. If only a single segment has been identified, it becomes the target market.<\/p>\n<\/div>\n<div class=\"section\" id=\"cadden_1.0-ch07_s03_s02\">\n<h2 class=\"title editable block\">Target Market<\/h2>\n<p id=\"cadden_1.0-ch07_s03_s02_p01\" class=\"para editable block\">The selection of a <a class=\"glossary-term\" aria-haspopup=\"dialog\" aria-describedby=\"definition\" href=\"#term_70_1523\"><strong>target market<\/strong><\/a> or target markets will be based on the segments that have been identified as having the greatest potential for the business. A <em>target market<\/em> refers to one or more segments that have been chosen as the focus for business operations. Only some of the people in the marketplace will be interested in buying and\/or using a company\u2019s product or service, and no company has the resources to be all things to all people. Resources are always finite, but this will especially be the case for the small business, so all marketing efforts should be directed as precisely as possible.<\/p>\n<p id=\"cadden_1.0-ch07_s03_s02_p02\" class=\"para editable block no-indent\">Selecting the target market should be guided by several considerations:<span class=\"footnote\" id=\"cadden_1.0-fn07_023\"><a class=\"footnote\" title=\"Susan MaGee, \u201cHow to Identify a Target Market and Prepare a Customer Profile,\u201d accessed January 24, 2012, http:\/\/edwardlowe.org\/erc\/?ercID=6378; Adapted from \u201c3 Reasons to Choose a Target Market,\u201d Morningstar Marketing Coach, December 16, 2008, accessed December 1, 2011, www.morningstarmultimedia.com\/3-reasons-to-choose-a-target-market\" id=\"return-footnote-70-24\" href=\"#footnote-70-24\" aria-label=\"Footnote 24\"><sup class=\"footnote\">[24]<\/sup><\/a><\/span><\/p>\n<ul id=\"cadden_1.0-ch07_s03_s02_l01\" class=\"itemizedlist editable block\">\n<li><strong class=\"emphasis bold\">Financial condition of the firm.<\/strong> Limited resources may dictate the selection of only one target market.<\/li>\n<li><strong class=\"emphasis bold\">Whether the competition is ignoring smaller segments.<\/strong> If yes, this may be a ready-made target market.<\/li>\n<li><strong class=\"emphasis bold\">Is the market new to the firm?<\/strong> If yes, concentrating on one target market may make the most sense.<\/li>\n<li><strong class=\"emphasis bold\">Specific need or want.<\/strong> Does the proposed target market have a specific need or want for the product or the service?<\/li>\n<li><strong class=\"emphasis bold\">Ability to buy.<\/strong> Does the proposed target market have the resources to buy the product or the service?<\/li>\n<li><strong class=\"emphasis bold\">Willingness to buy.<\/strong> Is the proposed target market willing to buy the product or the service?<\/li>\n<li><strong class=\"emphasis bold\">Will this target market be profitable?<\/strong> There needs to be enough demand to make money.<\/li>\n<\/ul>\n<p id=\"cadden_1.0-ch07_s03_s02_p03\" class=\"para editable block\">Choosing the right target market is a critical part of the marketing strategy of a small business. The target market should be the best match for a company\u2019s products and services, thus helping to maximize the efficiency and effectiveness of its marketing efforts.<\/p>\n<p id=\"cadden_1.0-ch07_s03_s02_p04\" class=\"para editable block no-indent\">If a small business wants to go with a <a class=\"glossary-term\" aria-haspopup=\"dialog\" aria-describedby=\"definition\" href=\"#term_70_1524\">niche market<\/a>, the same considerations apply. A niche market is a small, more narrowly defined market that is not being served well or at all by mainstream product or service marketers. The great advantage of pursuing a niche market is that you are likely to be alone there: \u201cother small businesses may not be aware of your particular niche market, and large businesses won\u2019t want to bother with it.\u201d<span class=\"footnote\" id=\"cadden_1.0-fn07_024\"><a class=\"footnote\" title=\"Susan Ward, \u201cNiche Market,\u201d About.com, accessed December 1, 2011, sbinfocanada.about.com\/cs\/marketing\/g\/nichemarket.htm\" id=\"return-footnote-70-25\" href=\"#footnote-70-25\" aria-label=\"Footnote 25\"><sup class=\"footnote\">[25]<\/sup><\/a><\/span> Ideally, a small business marketing to a niche market will be the only one doing so. Niches are very important to small businesses that want to sell pricey chocolates (see, for example, <a class=\"link\" target=\"_blank\" href=\"http:\/\/www.cocoadolce.com\/about.php\" rel=\"noopener noreferrer\">www.cocoadolce.com\/about.php<\/a>). They focus on niches such as weddings, seasonal offerings, and specialty items. They also sell online in order to reach a broader market.<\/p>\n<div class=\"key_takeaways editable block\" id=\"cadden_1.0-ch07_s03_s02_n01\">\n<div class=\"textbox key-takeaways\">\n<h3 itemprop=\"educationalUse\">Key Takeaways<\/h3>\n<ul id=\"cadden_1.0-ch07_s03_s02_l02\" class=\"itemizedlist\">\n<li>Market segments and target markets are the basis for creating an effective marketing mix.<\/li>\n<li>Segmentation and target market decisions must be made for both onground and online customers.<\/li>\n<li>Market segmentation precedes the selection of a target market.<\/li>\n<li>There are many ways to segment a market.<\/li>\n<li>Segments must be measurable, substantial, stable, accessible, actionable, and easily distinguishable from other segments.<\/li>\n<li>The target market should be the segment or segments that show the greatest profit potential for a small business.<\/li>\n<li>A niche market is a small, more narrowly defined target market that is not being served well or at all by other businesses.<\/li>\n<\/ul>\n<\/div>\n<div class=\"textbox exercises\">\n<h3 itemprop=\"educationalUse\">Exercises<\/h3>\n<ol id=\"cadden_1.0-ch07_s03_s02_l03\" class=\"orderedlist\">\n<li>How should the market for The Mill&#8217;s restaurant be segmented for his new restaurant in Summerside, PEI? How should Frank decide on a target market or target market(s)? Be specific. Do not assume that the Summerside market is the same as the New Glasgow market.<\/li>\n<li>Assume that you work for a small manufacturer of children\u2019s hair-care products. What criteria would you use for effective segmentation? How would you then decide on a target market or target markets?<\/li>\n<\/ol>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<div class=\"section\" id=\"cadden_1.0-ch07_s04\" xml:lang=\"en\">\n<h1 class=\"title editable block\">Differentiation and Positioning<\/h1>\n<div class=\"learning_objectives editable block\" id=\"cadden_1.0-ch07_s04_n01\">\n<div class=\"textbox learning-objectives\">\n<h3 itemprop=\"educationalUse\">Learning Objectives<\/h3>\n<ol id=\"cadden_1.0-ch07_s04_l01\" class=\"orderedlist\">\n<li>Explain differentiation and positioning.<\/li>\n<li>Explain why differentiation and positioning are so important for an online marketing strategy and an onground marketing strategy.<\/li>\n<li>Understand that a successful differentiation strategy cannot be copied by competitors.<\/li>\n<li>Understand that there are many ways to differentiate a product or a service.<\/li>\n<li>Understand that successful positioning of a small business or its brand is built on a well-defined target market combined with solid points of differentiation.<\/li>\n<\/ol>\n<\/div>\n<\/div>\n<p id=\"cadden_1.0-ch07_s04_p01\" class=\"para editable block\">Differentiation and positioning considerations are relevant to each element of the marketing mix as well as to onground and online marketplaces. The small business should be working toward a <a class=\"glossary-term\" aria-haspopup=\"dialog\" aria-describedby=\"definition\" href=\"#term_70_1084\"><strong>competitive advantage<\/strong><\/a>&#8212; \u201cThe ability to perform in one or more ways that competitors cannot or will not match.\u201d<span class=\"footnote\" id=\"cadden_1.0-fn07_026\"><a class=\"footnote\" title=\"Philip Kotler and Kevin Lane Keller, Marketing Management (Upper Saddle River, NJ: Pearson Prentice Hall, 2009), 276.\" id=\"return-footnote-70-26\" href=\"#footnote-70-26\" aria-label=\"Footnote 26\"><sup class=\"footnote\">[26]<\/sup><\/a><\/span><\/p>\n<div class=\"section\" id=\"cadden_1.0-ch07_s04_s01\">\n<h2 class=\"title editable block\">Differentiation<\/h2>\n<p id=\"cadden_1.0-ch07_s04_s01_p01\" class=\"para editable block\">Differentiation, setting yourself apart from the competition, is one of the most important and effective marketing tools available to small business owners.<span class=\"footnote\" id=\"cadden_1.0-fn07_027\"><a class=\"footnote\" title=\"Bonny Albo, \u201cMaking a Business Stand Out from Its Competitors,\u201d Entrepreneurs @ Suite 101, August 9, 2009, accessed December 1, 2011, bonny-albo.suite101.com\/marketing-strategy-differentiation-a136498\" id=\"return-footnote-70-27\" href=\"#footnote-70-27\" aria-label=\"Footnote 27\"><sup class=\"footnote\">[27]<\/sup><\/a><\/span> Effective differentiation can put a business (or a brand) in the top position among the competition, but an ineffective differentiation strategy can leave a business buried in the middle or at the bottom of the pack.<span class=\"footnote\" id=\"cadden_1.0-fn07_028\"><a class=\"footnote\" title=\"Kim T. Gordon, \u201cDare to Be Different,\u201d April 1, 2005, accessed December 1, 2011, www.entrepreneur.com\/article\/76736\" id=\"return-footnote-70-28\" href=\"#footnote-70-28\" aria-label=\"Footnote 28\"><sup class=\"footnote\">[28]<\/sup><\/a><\/span> A successful differentiation strategy cannot be imitated by competitors\u2014but it can bring you great success with consumers.<span class=\"footnote\" id=\"cadden_1.0-fn07_029\"><a class=\"footnote\" title=\"Dan Herman, \u201cThe Surprising Secret of Successful Differentiation,\u201d Fast Company, June 7, 2008, accessed December 1, 2011, www.fastcompany.com\/blog\/dan -herman\/outsmart-mba-clones\/surprising-secret-successful-differentiation?\" id=\"return-footnote-70-29\" href=\"#footnote-70-29\" aria-label=\"Footnote 29\"><sup class=\"footnote\">[29]<\/sup><\/a><\/span><\/p>\n<div class=\"video editable block\" id=\"cadden_1.0-ch07_s04_s01_n01\">\n<h3 class=\"title\">Video Clip 17.1\u00a0Business Differentiation: Showing Up Differently<\/h3>\n<p><iframe loading=\"lazy\" id=\"oembed-1\" title=\"David Parker - Business Differentiation: Showing Up Differently\" width=\"500\" height=\"375\" src=\"https:\/\/www.youtube.com\/embed\/a3LEhiK2uGA?feature=oembed&#38;rel=0\" frameborder=\"0\" allowfullscreen=\"allowfullscreen\"><\/iframe><\/p>\n<p class=\"para\">Differentiation is everyone\u2019s goal, but few are able to achieve it.<\/p>\n<\/div>\n<p id=\"cadden_1.0-ch07_s04_s01_p02\" class=\"para editable block\">Small businesses, whether business-to-consumer (B2C) or business-to-business (B2B), can differentiate their companies or brands in many different ways: quality, service, price, distribution, perceived customer value, durability, convenience, warranty, financing, range of products\/services offered, accessibility, production method(s), reliability, familiarity, product ingredients, and company image are all differentiation possibilities.<span class=\"footnote\" id=\"cadden_1.0-fn07_030\"><a class=\"footnote\" title=\"Bonny Albo, \u201cMaking a Business Stand Out from Its Competitors,\u201d Entrepreneurs @ Suite 101, August 9, 2009, accessed December 1, 2011, bonny-albo.suite101.com\/marketing-strategy-differentiation-a136498\" id=\"return-footnote-70-30\" href=\"#footnote-70-30\" aria-label=\"Footnote 30\"><sup class=\"footnote\">[30]<\/sup><\/a><\/span> There are others as well, limited only by the imagination. One way to uncover differentiation possibilities is to examine customer experience with a product or a service by asking the following questions:<span class=\"footnote\" id=\"cadden_1.0-fn07_031\"><a class=\"footnote\" title=\"Ian C. MacMillan and Rita Gunther McGrath, \u201cDiscovering New Points of Differentiation,\u201d Harvard Business Review, July\u2013August 1997, 133\u2013145, as cited in Philip Kotler and Kevin Lane Keller, Marketing Management (Upper Saddle River, NJ: Pearson Prentice Hall, 2009), 277.\" id=\"return-footnote-70-31\" href=\"#footnote-70-31\" aria-label=\"Footnote 31\"><sup class=\"footnote\">[31]<\/sup><\/a><\/span><\/p>\n<ul id=\"cadden_1.0-ch07_s04_s01_l01\" class=\"itemizedlist editable block\">\n<li>How do people become aware of their needs for a product or a service?<\/li>\n<li>How do customers find a company\u2019s offering?<\/li>\n<li>How do customers make their final selection?<\/li>\n<li>How do consumers order and purchase the product or the service?<\/li>\n<li>What happens when the product or the service is delivered?<\/li>\n<li>How is the product installed?<\/li>\n<li>How is the product or the service paid for?<\/li>\n<li>How is the product stored?<\/li>\n<li>How is the product moved around?<\/li>\n<li>What is the consumer really using the product for?<\/li>\n<li>What do consumers need help with when they use the product?<\/li>\n<li>What about returns or exchanges?<\/li>\n<li>How is the product repaired or serviced?<\/li>\n<li>What happens when the product is disposed of or no longer used?<\/li>\n<\/ul>\n<p id=\"cadden_1.0-ch07_s04_s01_p03\" class=\"para editable block\">No matter what the bases are for differentiating a company or a product, the decision should be made carefully with the expectation that the difference cannot be imitated. When customers are asked whether they can tell the difference between a particular small business and its closest competitors, the answer will hopefully be yes.<\/p>\n<div class=\"video editable block\" id=\"cadden_1.0-ch07_s04_s01_n02\">\n<h3 class=\"title\">Video Clip 17.2\u00a0The \u201cMurals Your Way\u201d Advantage<\/h3>\n<p><a href=\"https:\/\/www.youtube.com\/watch?v=mQgSi9KPLSY\">https:\/\/www.youtube.com\/watch?v=mQgSi9KPLSY<\/a><\/p>\n<p class=\"para\">How Murals Your Way sets itself apart from other wall mural companies.<\/p>\n<\/div>\n<div class=\"callout block\" id=\"cadden_1.0-ch07_s04_s01_n03\">\n<h3 class=\"title\">Video Link 17.1\u00a0Bedbug Dog Sniffs Up Profits.\u00a0An unusual means of differentiation.<\/h3>\n<p><a href=\"http:\/\/money.cnn.com\/video\/smallbusiness\/2010\/08\/13\/sbiz_bedbug_canine.cnnmoney\">http:\/\/money.cnn.com\/video\/smallbusiness\/2010\/08\/13\/sbiz_bedbug_canine.cnnmoney<\/a><\/p>\n<p><a href=\"https:\/\/www.orkincanada.ca\/blog\/k9-bed-bug-detection\/\">https:\/\/www.orkincanada.ca\/blog\/k9-bed-bug-detection\/<\/a><\/p>\n<\/div>\n<\/div>\n<div class=\"section\" id=\"cadden_1.0-ch07_s04_s02\">\n<h2 class=\"title editable block\">Positioning<\/h2>\n<p id=\"cadden_1.0-ch07_s04_s02_p01\" class=\"para editable block\">Positioning is about the mind of the consumer: placing a company or a brand (sometimes they are the same, e.g., Carbonite, CakeLove, and Sugar Bakery &amp; Sweet Shop) in the consumer\u2019s mind in relation to the competition.<span class=\"footnote\" id=\"cadden_1.0-fn07_032\"><a class=\"footnote\" title=\"Al Ries and Jack Trout, Positioning: The Battle for Your Mind (New York: McGraw-Hill, 2001), 3.\" id=\"return-footnote-70-32\" href=\"#footnote-70-32\" aria-label=\"Footnote 32\"><sup class=\"footnote\">[32]<\/sup><\/a><\/span><\/p>\n<p id=\"cadden_1.0-ch07_s04_s02_p02\" class=\"para editable block no-indent\">The positioning decision is often the critical strategic decision for a company or a brand because the position can be central to customers\u2019 perception and choice decisions. Further, because all elements of the marketing program can potentially affect the position, it is usually necessary to use a positioning strategy as a focus for developing the marketing program. A clear positioning strategy can ensure that the elements of the marketing program are consistent and supportive.<span class=\"footnote\" id=\"cadden_1.0-fn07_033\"><a class=\"footnote\" title=\"David A. Aaker and Gary Shansby, \u201cPositioning Your Product,\u201d Business Horizons, May\u2013June 1982, 56\u201362.\" id=\"return-footnote-70-33\" href=\"#footnote-70-33\" aria-label=\"Footnote 33\"><sup class=\"footnote\">[33]<\/sup><\/a><\/span><\/p>\n<p id=\"cadden_1.0-ch07_s04_s02_p03\" class=\"para editable block no-indent\">Both big and small businesses practice positioning, but small businesses may not know it as positioning. The small business owner thinks about positioning intuitively, does not use the terminology, and does not always know how to promote the position. Additionally, in many if not most small businesses, \u201cthe positioning of products is based on the opinions of the business owner, his or her family, and selected friends and family.\u201d<span class=\"footnote\" id=\"cadden_1.0-fn07_034\"><a class=\"footnote\" title=\"\u201cProduct Positioning,\u201d Inc., accessed December 1, 2011, www.inc.com\/encyclopedia\/product-positioning.html\" id=\"return-footnote-70-34\" href=\"#footnote-70-34\" aria-label=\"Footnote 34\"><sup class=\"footnote\">[34]<\/sup><\/a><\/span> This notwithstanding, an understanding of positioning should be in every small business owner\u2019s tool kit.<\/p>\n<div class=\"video editable block\" id=\"cadden_1.0-ch07_s04_s02_n01\">\n<h3 class=\"title\">Video Clip 17.3\u00a0Small-Business Market Position<\/h3>\n<p><iframe loading=\"lazy\" id=\"oembed-2\" title=\"Small Business Tips : Small Business Market Position\" width=\"500\" height=\"281\" src=\"https:\/\/www.youtube.com\/embed\/Ct3VR_RKbu8?feature=oembed&#38;rel=0\" frameborder=\"0\" allowfullscreen=\"allowfullscreen\"><\/iframe><\/p>\n<p class=\"para\">Small-business owners must figure out how the company should be positioned.<\/p>\n<\/div>\n<div class=\"video editable block\" id=\"cadden_1.0-ch07_s04_s02_n02\">\n<h3 class=\"title\">Video Clip 17.4\u00a0What Is Market Positioning?<\/h3>\n<p><iframe loading=\"lazy\" id=\"oembed-3\" title=\"Marketing Plans : What Is Market Positioning?\" width=\"500\" height=\"281\" src=\"https:\/\/www.youtube.com\/embed\/4VxI85DvQjM?feature=oembed&#38;rel=0\" frameborder=\"0\" allowfullscreen=\"allowfullscreen\"><\/iframe><\/p>\n<p class=\"para\">A discussion of positioning.<\/p>\n<\/div>\n<p id=\"cadden_1.0-ch07_s04_s02_p04\" class=\"para editable block\">Successful positioning of a small business or its brand is built on a well-defined target market combined with solid points of differentiation. There are six approaches to positioning that the small business owner should consider:<span class=\"footnote\" id=\"cadden_1.0-fn07_035\"><a class=\"footnote\" title=\"David A. Aaker and Gary Shansby, \u201cPositioning Your Product,\u201d Business Horizons, May\u2013June 1982, 56\u201362.\" id=\"return-footnote-70-35\" href=\"#footnote-70-35\" aria-label=\"Footnote 35\"><sup class=\"footnote\">[35]<\/sup><\/a><\/span><\/p>\n<ol id=\"cadden_1.0-ch07_s04_s02_l01\" class=\"orderedlist editable block\">\n<li><strong class=\"emphasis bold\">Positioning by attribute.<\/strong> The most frequent positioning strategy. The focus is on a particular attribute, a product feature, or customer benefit. <a class=\"link\" target=\"_blank\" href=\"http:\/\/www.cakelove.com\" rel=\"noopener noreferrer\">CakeLove<\/a> in Maryland positions itself as \u201ccakes from scratch\u201d with natural ingredients (not the least of which is butter, lots of it).<\/li>\n<\/ol>\n<div class=\"callout block\" id=\"cadden_1.0-ch07_s04_s02_n03\">\n<h3 class=\"title\">Video Link 17.2\u00a0Welcome to CakeLove<\/h3>\n<p id=\"cadden_1.0-ch07_s04_s02_p05\" class=\"para\">An introduction to CakeLove bakery.<\/p>\n<p><iframe loading=\"lazy\" id=\"oembed-4\" title=\"Welcome to CakeLove (3 min)\" src=\"https:\/\/player.vimeo.com\/video\/8942129?dnt=1&amp;app_id=122963\" width=\"500\" height=\"281\" frameborder=\"0\"><\/iframe><\/p>\n<\/div>\n<ol id=\"cadden_1.0-ch07_s04_s02_l02\" class=\"orderedlist editable block\" start=\"2\">\n<li><strong class=\"emphasis bold\">Positioning by price\/quality.<\/strong> A very pervasive approach to positioning. Some small companies and brands offer more in terms of service, features, or performance, and a higher price serves to signal this higher quality to the customer. As an example, Derry Church Artisan Chocolates are very expensive, but they position themselves as having the very high quality that justifies a high price.<span class=\"footnote\" id=\"cadden_1.0-fn07_036\"><a class=\"footnote\" title=\"Jim T. Ryan, \u201cSweet Strategy: Artisan Chocolatier Eyes Internet, Corporate Giving for Growth,\u201d Central Penn Business Journal, November 26, 2010, 3\u20136.\" id=\"return-footnote-70-36\" href=\"#footnote-70-36\" aria-label=\"Footnote 36\"><sup class=\"footnote\">[36]<\/sup><\/a><\/span><\/li>\n<li><strong class=\"emphasis bold\">Positioning by use or application.<\/strong> Focuses on how a product is used or different applications of the product. A solitary custom tailoring shop located in a downtown professional office area could position itself as the only tailor where you can conveniently go \u201cfor lunch.\u201d<\/li>\n<li><strong class=\"emphasis bold\">Positioning by product user.<\/strong> The focus shifts from the product to the user. <a class=\"link\" target=\"_blank\" href=\"http:\/\/www.kindsnacks.com\/\" rel=\"noopener noreferrer\">KIND Snacks<\/a> are cereal bars positioned as a snack bar for those who are interested in a snack that is wholesome, convenient, tasty, healthy, and \u201ceconomically sustainable and socially impactful.\u201d<span class=\"footnote\" id=\"cadden_1.0-fn07_037\"><a class=\"footnote\" title=\"\u201cOur Story,\u201d KIND Healthy Snacks, accessed December 8, 2011, www.kindsnacks.com\/our-story\" id=\"return-footnote-70-37\" href=\"#footnote-70-37\" aria-label=\"Footnote 37\"><sup class=\"footnote\">[37]<\/sup><\/a><\/span> It is a great snack for hikers and campers.<\/li>\n<li><strong class=\"emphasis bold\">Positioning by product class.<\/strong> Focuses on product-class associations. A cleaning service that uses only green products and processes can position itself as the green choice in cleaning services. <a class=\"link\" target=\"_blank\" href=\"http:\/\/www.healthyhomescleaning.com\" rel=\"noopener noreferrer\">Healthy Homes Cleaning<\/a> is an example of a green cleaning business.<\/li>\n<li><strong class=\"emphasis bold\">Positioning with respect to a competitor.<\/strong> Comparing a small business brand to its competitors. Some comparisons will be very direct; others will be subtle.<span class=\"footnote\" id=\"cadden_1.0-fn07_038\"><\/span><a class=\"footnote\" title=\"Dana-Nicoleta Lascu and Kenneth E. Clow, Essentials of Marketing (Mason, OH: Atomic Dog Publishing, 2007), 181.\" id=\"return-footnote-70-38\" href=\"#footnote-70-38\" aria-label=\"Footnote 38\"><sup class=\"footnote\">[38]<\/sup><\/a> A small manufacturer that does not miss delivery times and makes products that are free of flaws can position itself on the basis of timely delivery and manufacturing excellence.<span class=\"footnote\" id=\"cadden_1.0-fn07_039\"><a class=\"footnote\" title=\"Lisa Nielsen, \u201cProduct Positioning and Differentiation Strategy,\u201d Chron.com, accessed June 1, 2012, http:\/\/smallbusiness.chron.com\/product-positioning -strategy-3350.html\" id=\"return-footnote-70-39\" href=\"#footnote-70-39\" aria-label=\"Footnote 39\"><sup class=\"footnote\">[39]<\/sup><\/a><\/span><\/li>\n<\/ol>\n<div class=\"callout editable block\" id=\"cadden_1.0-ch07_s04_s02_n04\">\n<h3 class=\"title\">Joe\u2019s Redhots\u2019 Business Positioning Strategy<\/h3>\n<p id=\"cadden_1.0-ch07_s04_s02_p07\" class=\"para\"><em class=\"emphasis\">Joe\u2019s Redhots<\/em> will sell premium-quality hot dogs and other ready-to-eat luncheon products to upscale business people in high-traffic urban locations. <em class=\"emphasis\">Joe\u2019s Redhots<\/em> will be positioned versus other luncheon street vendors as \u201cthe best place to have a quick lunch.\u201d The reasons are that <em class=\"emphasis\">Joe\u2019s Redhots<\/em> have the cleanest carts; the most hygienic servers; the purest, freshest products; and the best value. Prices will be at a slight premium to reflect this superior vending service. <em class=\"emphasis\">Joe\u2019s Redhots<\/em> will also be known for its fun and promotional personality, offering consumers something special every week for monetary savings and fun.<span class=\"footnote\" id=\"cadden_1.0-fn07_040\"><a class=\"footnote\" title=\"\u201cPositioning Strategy Statement,\u201d Business Owner\u2019s Toolkit, accessed December 1, 2011, www.toolkit.com\/small_business_guide\/sbg.aspx?nid=P03_7003\" id=\"return-footnote-70-40\" href=\"#footnote-70-40\" aria-label=\"Footnote 40\"><sup class=\"footnote\">[40]<\/sup><\/a><\/span><\/p>\n<\/div>\n<p id=\"cadden_1.0-ch07_s04_s02_p08\" class=\"para editable block\">The challenge for a small business is to decide which approach to positioning a company or a brand is the best fit. This decision \u201coften means selecting those associations which are to be built upon and emphasized and those associations which are to be removed or de-emphasized.\u201d<span class=\"footnote\" id=\"cadden_1.0-fn07_041\"><\/span><a class=\"footnote\" title=\"David A. Aaker and Gary Shansby, \u201cPositioning Your Product,\u201d Business Horizons, May\u2013June 1982, 56\u201362.\" id=\"return-footnote-70-41\" href=\"#footnote-70-41\" aria-label=\"Footnote 41\"><sup class=\"footnote\">[41]<\/sup><\/a> In the process of writing a positioning statement, something that is encouraged as a way to keep the business on track, be aware of the difference between a broad positioning statement and a narrow positioning statement. A broad statement should encompass enough to allow a company to add products without the need to create a new positioning statement on a frequent basis; a narrow positioning statement puts a company in a \u201cspecialist\u201d position in its market.<span class=\"footnote\" id=\"cadden_1.0-fn07_042\"><a class=\"footnote\" title=\"Andy LaPointe, \u201cIs Your Positioning Statement Confusing Your Customers?,\u201d Small Business Branding, May 13, 2007, accessed December 1, 2011, www.smallbusinessbranding.com\/714\/is-your-positioning-statement-confusing -your-customers\" id=\"return-footnote-70-42\" href=\"#footnote-70-42\" aria-label=\"Footnote 42\"><sup class=\"footnote\">[42]<\/sup><\/a><\/span> The following are some examples:<\/p>\n<ul id=\"cadden_1.0-ch07_s04_s02_l03\" class=\"itemizedlist editable block\">\n<li><strong class=\"emphasis bold\">Broad position statement.<\/strong> \u201cProfessional money management services for discerning investors\u201d<\/li>\n<li><strong class=\"emphasis bold\">Narrow position statement.<\/strong> \u201cEquity strategies for low risk investors\u201d<\/li>\n<li><strong class=\"emphasis bold\">Broad position statement.<\/strong> \u201cElegant home furnishings at affordable prices\u201d<\/li>\n<li><strong class=\"emphasis bold\">Narrow position statement.<\/strong> \u201cOak furniture for every room in your house\u201d<span class=\"footnote\" id=\"cadden_1.0-fn07_043\"><a class=\"footnote\" title=\"Andy LaPointe, \u201cIs Your Positioning Statement Confusing Your Customers?,\u201d Small Business Branding, May 13, 2007, accessed December 1, 2011, www.smallbusinessbranding.com\/714\/is-your-positioning-statement-confusing -your-customers\" id=\"return-footnote-70-43\" href=\"#footnote-70-43\" aria-label=\"Footnote 43\"><sup class=\"footnote\">[43]<\/sup><\/a><a class=\"link\" target=\"_blank\" href=\"http:\/\/www.smallbusinessbranding.com\/714\/is-your-positioning-statement-confusing-your-customers\" rel=\"noopener noreferrer\"><\/a><\/span><\/li>\n<\/ul>\n<div class=\"key_takeaways editable block\" id=\"cadden_1.0-ch07_s04_s02_n05\">\n<div class=\"textbox key-takeaways\">\n<h3 itemprop=\"educationalUse\">Key Takeaways<\/h3>\n<ul id=\"cadden_1.0-ch07_s04_s02_l04\" class=\"itemizedlist\">\n<li>Differentiation and positioning considerations are relevant to each element of the marketing mix as well as the onground and online marketplaces.<\/li>\n<li>Differentiation and positioning can contribute to the competitive advantage of a small business.<\/li>\n<li>Differentiation is one of the most important and effective marketing tools available to a small business owner.<\/li>\n<li>Small businesses, both B2B and B2C, can differentiate their companies or brands in many different ways.<\/li>\n<li>Ideally, differentiation should be done in a way that cannot be imitated by the competition.<\/li>\n<li>Positioning is about placing a company or a brand in the mind of the consumer in relation to the competition. It is always comparative.<\/li>\n<li>Small businesses practice positioning as much as larger companies do, but they may not use the terminology.<\/li>\n<li>All small business owners should understand what positioning is and how they can use it to their advantage.<\/li>\n<\/ul>\n<\/div>\n<\/div>\n<div class=\"exercises editable block\" id=\"cadden_1.0-ch07_s04_s02_n06\">\n<div class=\"textbox exercises\">\n<h3 itemprop=\"educationalUse\">Exercises<\/h3>\n<ol id=\"cadden_1.0-ch07_s04_s02_l05\" class=\"orderedlist\">\n<li>Although The Mill has a very loyal following in New Glasgow, PEI, developing a marketing plan and strategy for the Summerside store will require specific statements of differentiation and positioning. What should they be? Remember that the New Glasgow market may be similar to the Summerside market, but the two markets should not be seen as identical.<\/li>\n<li>Continuing with the scenario about the small manufacturer of hair-care products for children, how would you differentiate and position the product for competitive advantage?<\/li>\n<\/ol>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<div class=\"section\" id=\"cadden_1.0-ch07_s05\" xml:lang=\"en\">\n<h1 class=\"title editable block\">Marketing Strategy and Product<\/h1>\n<div class=\"learning_objectives editable block\" id=\"cadden_1.0-ch07_s05_n01\">\n<div class=\"textbox learning-objectives\">\n<h3 itemprop=\"educationalUse\">Learning Objectives<\/h3>\n<ol id=\"cadden_1.0-ch07_s05_l01\" class=\"orderedlist\">\n<li>Understand why product is the key element in the marketing mix.<\/li>\n<li>Identify the multiple decisions and considerations that factor into product or service development.<\/li>\n<li>Describe the three product layers and explain why small businesses should pay attention to them.<\/li>\n<li>Explain the importance of product design to marketing strategy.<\/li>\n<li>Understand the role of packaging to product success.<\/li>\n<li>Explain what a brand is and why it is probably a company\u2019s most important asset.<\/li>\n<li>Explain the implications of the product life cycle for the marketing mix.<\/li>\n<li>Understand that a company\u2019s website is part of its product or service, whether or not the company sells anything online.<\/li>\n<li>Explain the decision areas for the company website.<\/li>\n<\/ol>\n<\/div>\n<\/div>\n<p id=\"cadden_1.0-ch07_s05_p01\" class=\"para editable block\">The key element in the marketing mix is the product. Without it, price, promotion, and place are moot. The same is true for marketing strategy. Fulfilling a company\u2019s vision and mission and achieving its marketing objectives must be led by the product.<\/p>\n<p id=\"cadden_1.0-ch07_s05_p02\" class=\"para editable block no-indent\">There are multiple decisions and considerations that factor into product or service development: features and benefits, product mix, design, brand, the product life cycle, and the company website. Knowing product development issues can be very helpful for even the smallest business that is looking to keep its current product line responsive to the customers while also looking to expand its product line as the company grows (if growth is desired).<\/p>\n<div class=\"figure large medium-height editable block\" id=\"cadden_1.0-ch07_s05_f01\">\n<h3 class=\"title\">Figure 17.2 Factors in Product or Service Decisions<\/h3>\n<p><img decoding=\"async\" src=\"http:\/\/pressbooks.library.upei.ca\/smallbusinessmanagement\/wp-content\/uploads\/sites\/23\/2018\/12\/9cd8c8251f9b8ada27e10c0ae765bff6.jpg\" alt=\"image\" \/><\/p>\n<\/div>\n<div class=\"section\" id=\"cadden_1.0-ch07_s05_s01\">\n<h2 class=\"title editable block\">Product Features and Benefits<\/h2>\n<p id=\"cadden_1.0-ch07_s05_s01_p01\" class=\"para editable block\">A product has multiple layers: core, augmented, and symbolic. These three layers can help a small business owner understand the product features and benefits that will best deliver value to current and prospective customers. These layers also provide the bases for differentiating and positioning the product. The product layers refer to both products and services and business-to-consumer (B2C) or business-to-business (B2B) customers.<\/p>\n<div class=\"figure large medium-height editable block\" id=\"cadden_1.0-ch07_s05_s01_f01\">\n<h3 class=\"title\">Figure 17.3 The Product Layers<\/h3>\n<p><img decoding=\"async\" src=\"http:\/\/pressbooks.library.upei.ca\/smallbusinessmanagement\/wp-content\/uploads\/sites\/23\/2018\/12\/7bdc852bc6fd9fbc0a54401e4a3b0ac4.jpg\" alt=\"image\" \/><\/p>\n<\/div>\n<p id=\"cadden_1.0-ch07_s05_s01_p02\" class=\"para editable block\">The <a class=\"glossary-term\" aria-haspopup=\"dialog\" aria-describedby=\"definition\" href=\"#term_70_1086\"><em><strong>core layer<\/strong><\/em><\/a> is the nuts and bolts of a product, its physical anatomy, and its basic features. It is also the basic benefit or problem solution that B2C or B2B customers are looking for. Someone buying an airline ticket, for example, is buying transportation.<span class=\"footnote\" id=\"cadden_1.0-fn07_044\"><\/span><a class=\"footnote\" title=\"Dana-Nicoleta Lascu and Kenneth E. Clow, Essentials of Marketing (Mason, OH: Atomic Dog Publishing, 2007), 226.\" id=\"return-footnote-70-44\" href=\"#footnote-70-44\" aria-label=\"Footnote 44\"><sup class=\"footnote\">[44]<\/sup><\/a> Someone buying an ice cream cone is buying a delicious and fun treat. The core layer is also where considerations of <a class=\"glossary-term\" aria-haspopup=\"dialog\" aria-describedby=\"definition\" href=\"#term_70_1087\"><em><strong>quality<\/strong><\/em><\/a> begin. Quality \u201crefers to overall product quality, reliability, and the extent to which [the product or the service] meets consumers\u2019 needs,\u201d and the perception of quality has the greatest impact on customer satisfaction.<span class=\"footnote\" id=\"cadden_1.0-fn07_045\"><a class=\"footnote\" title=\"Dana-Nicoleta Lascu and Kenneth E. Clow, Essentials of Marketing (Mason, OH: Atomic Dog Publishing, 2007), 117.\" id=\"return-footnote-70-45\" href=\"#footnote-70-45\" aria-label=\"Footnote 45\"><sup class=\"footnote\">[45]<\/sup><\/a><\/span> Decisions about design, manufacturing, preparation, ingredients, service delivery, component parts, and process materials all reflect a business\u2019s philosophy about quality.<\/p>\n<p class=\"para editable block no-indent\">The <em><strong><a class=\"glossary-term\" aria-haspopup=\"dialog\" aria-describedby=\"definition\" href=\"#term_70_1510\">augmented layer<\/a><\/strong><\/em> is where additional value is added via things such as packaging, promotion, warranties, guarantees, brand name, design, financing opportunities where appropriate, prompt and on-time service, and additional services that may enhance a product. The augmented layer for Southwest Airlines is its well-known brand name, its packaging and promotion as a \u201cfun\u201d flying experience, and its \u201cbags fly free\u201d policy. The ice cream cone that is purchased in an old-fashioned ice cream parlor will likely be considered of greater value to many customers than the ice cream cone purchased at a Dairy Queen. It is this layer where many marketing mistakes are made because opportunities are missed.<\/p>\n<p class=\"para editable block no-indent\">The <em><strong><a class=\"glossary-term\" aria-haspopup=\"dialog\" aria-describedby=\"definition\" href=\"#term_70_1088\">symbolic layer<\/a><\/strong><\/em> captures the meaning of a product to a consumer\u2014its emotional and psychological connections. There are many loyal customers of Southwest Airlines because they really enjoy flying with them. It is inexpensive, convenient, and fun. The old-fashioned ice cream parlor will engender nostalgia and create powerful emotional ties. The most serious marketing errors are made when the symbolic product layer is either ignored or not understood. The power of symbolism should never be underestimated.<\/p>\n<p id=\"cadden_1.0-ch07_s05_s01_p03\" class=\"para editable block no-indent\">Every small business should look at its products within the context of the product layers. It is the creativity and imagination of the small business owner with the product layers that can set a business apart. They provide an excellent basis for dissecting an existing product to see where opportunities may have been missed, features could be added or changed, and features or enhancements could be explained more effectively in promotional activities. The product layers should also be used to develop new products that the business plans to introduce.<\/p>\n<\/div>\n<div class=\"section\" id=\"cadden_1.0-ch07_s05_s02\">\n<h2 class=\"title editable block\">Product Mix<\/h2>\n<p id=\"cadden_1.0-ch07_s05_s02_p01\" class=\"para editable block\">All small businesses have a product mix, the selection of products or services that is offered to the marketplace. With respect to the product mix for small companies, a company will usually start out with a limited product mix. However, over time, a company may want to differentiate products or acquire new ones to enter new markets. A company can also sell existing products to new markets by coming up with new uses for its products.<span class=\"footnote\" id=\"cadden_1.0-fn07_046\"><a class=\"footnote\" title=\"Rick Suttle, \u201cWhat Is a Product Mix?,\u201d Chron.com, accessed December 1, 2011, smallbusiness.chron.com\/product-mix-639.html\" id=\"return-footnote-70-46\" href=\"#footnote-70-46\" aria-label=\"Footnote 46\"><sup class=\"footnote\">[46]<\/sup><\/a><\/span> No matter the approach, the product mix needs to be created so that it is responsive to the needs, wants, and desires of the small business\u2019s target market.<\/p>\n<p id=\"cadden_1.0-ch07_s05_s02_p02\" class=\"para editable block no-indent\">For small businesses engaged in e-marketing, product selection is a key element for online success. Part of the challenge is deciding which products to market online because some products sell better online than others.<span class=\"footnote\" id=\"cadden_1.0-fn07_047\"><a class=\"footnote\" title=\"Jan Zimmerman, Web Marketing for Dummies, 2nd ed. (Hoboken, NJ: Wiley, 2009), 101.\" id=\"return-footnote-70-47\" href=\"#footnote-70-47\" aria-label=\"Footnote 47\"><sup class=\"footnote\">[47]<\/sup><\/a><\/span> If a business has a brick-and-mortar presence, a decision must be made whether all the inventory or only part of it will be sold online. Items that sell well online change over time, so it is important to keep up to date on the changes.<span class=\"footnote\" id=\"cadden_1.0-fn07_048\"><\/span><a class=\"footnote\" title=\"Jan Zimmerman, Web Marketing for Dummies, 2nd ed. (Hoboken, NJ: Wiley, 2009), 101.\" id=\"return-footnote-70-48\" href=\"#footnote-70-48\" aria-label=\"Footnote 48\"><sup class=\"footnote\">[48]<\/sup><\/a> A second decision to be made is the number of items in the catalog (i.e., the number of items you will sell). Given intense online competition and shoppers\u2019 desires for good selections, there needs to be a critical mass of products and choices\u2014unless a company is lucky enough to have a very narrow niche with high demand. If a company has only one or two products to sell, the situation should be evaluated to determine whether selling online will be profitable.<span class=\"footnote\" id=\"cadden_1.0-fn07_049\"><a class=\"footnote\" title=\"Jan Zimmerman, Web Marketing for Dummies, 2nd ed. (Hoboken, NJ: Wiley, 2009), 101\u20132.\" id=\"return-footnote-70-49\" href=\"#footnote-70-49\" aria-label=\"Footnote 49\"><sup class=\"footnote\">[49]<\/sup><\/a><\/span><\/p>\n<\/div>\n<div class=\"section\" id=\"cadden_1.0-ch07_s05_s03\">\n<h2 class=\"title editable block\">Product Design<\/h2>\n<p id=\"cadden_1.0-ch07_s05_s03_p01\" class=\"para editable block\">In his book, <em class=\"emphasis\">Re-imagine! Business Excellence in a Disruptive Age<\/em>,<span class=\"footnote\" id=\"cadden_1.0-fn07_050\"><\/span><a class=\"footnote\" title=\"Tom Peters, Re-imagine! Business Excellence in a Disruptive Age (London: Dorling Kindersley Limited, 2003), 132\u201346.\" id=\"return-footnote-70-50\" href=\"#footnote-70-50\" aria-label=\"Footnote 50\"><sup class=\"footnote\">[50]<\/sup><\/a> Tom Peters devotes two chapters to the importance of design to business success. He says that design is \u201cthe principal reason for emotional attachment (or detachment) relative to a product service or experience\u201d\u2014and he quotes Apple\u2019s CEO, Steve Jobs, in saying that design is the \u201cfundamental soul of a man-made creation.\u201d<span class=\"footnote\" id=\"cadden_1.0-fn07_051\"><a class=\"footnote\" title=\"Tom Peters, Re-imagine! Business Excellence in a Disruptive Age (London: Dorling Kindersley Limited, 2003), 132\u2013146, as cited in Bob Lamons, \u201cStrong Image Design Creates Passion for Firm, Its Products,\u201d Marketing News, April 15, 2005, 7.\" id=\"return-footnote-70-51\" href=\"#footnote-70-51\" aria-label=\"Footnote 51\"><sup class=\"footnote\">[51]<\/sup><\/a><\/span> This is true whether the product comes from a big business or a small business.<\/p>\n<p id=\"cadden_1.0-ch07_s05_s03_p02\" class=\"para editable block no-indent\"><a class=\"glossary-term\" aria-haspopup=\"dialog\" aria-describedby=\"definition\" href=\"#term_70_1089\"><strong>Product design<\/strong><\/a> involves aesthetic properties such as color, shape, texture, and entire form, but it also includes a consideration of function, ergonomics, technology, and usability<span class=\"footnote\" id=\"cadden_1.0-fn07_052\"><a class=\"footnote\" title=\"Dana-Nicoleta Lascu and Kenneth E. Clow, Essentials of Marketing (Mason, OH: Atomic Dog Publishing, 2007), 242\" id=\"return-footnote-70-52\" href=\"#footnote-70-52\" aria-label=\"Footnote 52\"><sup class=\"footnote\">[52]<\/sup><\/a><a class=\"footnote\" title=\"Dominic Donaldson, \u201cThe Importance of Good Product Design,\u201d Artipot, December 8, 2008, accessed December 1, 2011, www.artipot.com\/articles\/246078\/the -importance-of-good-product-design.htm\" id=\"return-footnote-70-53\" href=\"#footnote-70-53\" aria-label=\"Footnote 53\"><sup class=\"footnote\">[53]<\/sup><\/a><\/span>\u00a0as well as touch, taste, smell, sight, and sound. The pulling together of these things, as appropriate to the specific product or service being designed, should result in a design that matches customer expectations. \u201cDesign represents a basic, intrinsic value in all products and services.\u201d<span class=\"footnote\" id=\"cadden_1.0-fn07_053\"><a class=\"footnote\" title=\"Ted Mininni, \u201cDesign: The New Corporate Marketing Strategy,\u201d MarketingProfs, November 5, 2005, accessed December 1, 2011, www.marketingprofs.com\/articles\/2005\/1670\/design-the-new-corporate-marketing-strategy\" id=\"return-footnote-70-54\" href=\"#footnote-70-54\" aria-label=\"Footnote 54\"><sup class=\"footnote\">[54]<\/sup><\/a><\/span><\/p>\n<p id=\"cadden_1.0-ch07_s05_s03_p03\" class=\"para editable block no-indent\">Design offers a powerful way to differentiate and position a company\u2019s products and services, often giving company a competitive edge.<span class=\"footnote\" id=\"cadden_1.0-fn07_054\"><\/span><a class=\"footnote\" title=\"Philip Kotler and Kevin Lane Keller, Marketing Management (Upper Saddle River, NJ: Pearson Prentice Hall, 2009), 325.\" id=\"return-footnote-70-55\" href=\"#footnote-70-55\" aria-label=\"Footnote 55\"><sup class=\"footnote\">[55]<\/sup><\/a> Improved profit margins from increased sales and increased market share are often the result. It is essential to get the visual design of a product right for the market you are appealing to. It can make the difference between selling a product\u2014or not.<span class=\"footnote\" id=\"cadden_1.0-fn07_055\"><a class=\"footnote\" title=\"Dominic Donaldson, \u201cThe Importance of Good Product Design,\u201d Artipot, December 8, 2008, accessed December 1, 2011, www.artipot.com\/articles\/246078\/the -importance-of-good-product-design.htm\" id=\"return-footnote-70-56\" href=\"#footnote-70-56\" aria-label=\"Footnote 56\"><sup class=\"footnote\">[56]<\/sup><\/a><a class=\"link\" target=\"_blank\" href=\"http:\/\/www.artipot.com\/articles\/246078\/the-importance-of-good-product-design.htm\" rel=\"noopener noreferrer\"><\/a><\/span><\/p>\n<p id=\"cadden_1.0-ch07_s05_s03_p04\" class=\"para editable block no-indent\">Design is particularly important in making and marketing retail services, apparel, packaged goods, and durable equipment. The designer must figure out how much to invest in form, feature development, performance, conformance, durability, reliability, repairability, and style. To the company, a well-designed product is one that is easy to manufacture and distribute. To the customer, a well-designed product is one that is pleasant to look at and easy to open, install, use, repair, and dispose of. The designer must take all these factors into account.<\/p>\n<p id=\"cadden_1.0-ch07_s05_s03_p05\" class=\"para editable block no-indent\">The arguments for good design are particularly compelling for smaller consumer products companies and start-ups that do not have big advertising dollars.<span class=\"footnote\" id=\"cadden_1.0-fn07_056\"><a class=\"footnote\" title=\"Philip Kotler and Kevin Lane Keller, Marketing Management (Upper Saddle River, NJ: Pearson Prentice Hall, 2009), 325.\" id=\"return-footnote-70-57\" href=\"#footnote-70-57\" aria-label=\"Footnote 57\"><sup class=\"footnote\">[57]<\/sup><\/a><\/span><\/p>\n<p id=\"cadden_1.0-ch07_s05_s03_p06\" class=\"para editable block no-indent\"><a class=\"link\" target=\"_blank\" href=\"http:\/\/www.quirky.com\" rel=\"noopener noreferrer\">Quirky.com<\/a> is a small business that has taken product design to a whole new level: collaboration. First seen as a \u201cbold but ultimately wild-eyed idea,\u201d<span class=\"footnote\" id=\"cadden_1.0-fn07_057\"><a class=\"footnote\" title=\"Cliff Kuang, \u201cProduct-Design Startup Quirky Gets $6 Million in VC Funding,\u201d Fast Company, April 7, 2010, accessed December 1, 2011, www.fastcompany.com\/1609737\/product-design-startup-quirky-gets-6-million-in-vc-funding\" id=\"return-footnote-70-58\" href=\"#footnote-70-58\" aria-label=\"Footnote 58\"><sup class=\"footnote\">[58]<\/sup><\/a><\/span> Quirky recently secured $6 million in venture financing. A company like this could be very helpful to a small business that is looking to introduce a new product.<\/p>\n<div class=\"video editable block\" id=\"cadden_1.0-ch07_s05_s03_n01\">\n<h3 class=\"title\">Video Clip 17.5\u00a0Quirky\u2019s Ben Kaufman on Innovation<\/h3>\n<p>https:\/\/youtube.com\/watch?v=FFOvzxxQx8c<\/p>\n<p class=\"para\">An innovative approach to product design: collaboration.<\/p>\n<\/div>\n<p id=\"cadden_1.0-ch07_s05_s03_p07\" class=\"para editable block\">Design issues also apply to services. Some of the design issues for services that are delivered in a store (e.g., dry cleaning, repair, and restaurant) are the same as for any retail store: the design of the physical space, the appearance of the personnel, the helpfulness of the personnel, the ease of ordering, and the quality of service delivery. For services that are performed at a customer\u2019s home or at a business site, the design issues include timeliness; the appearance and helpfulness of personnel; the quality of installation, service, and repair; and the ease of ordering the service. The special characteristics of services (i.e., <a class=\"glossary-term\" aria-haspopup=\"dialog\" aria-describedby=\"definition\" href=\"#term_70_1147\"><strong>intangibility<\/strong><\/a>, <a class=\"glossary-term\" aria-haspopup=\"dialog\" aria-describedby=\"definition\" href=\"#term_70_1148\"><em><strong>perishability<\/strong><\/em><\/a>, <a class=\"glossary-term\" aria-haspopup=\"dialog\" aria-describedby=\"definition\" href=\"#term_70_1149\"><strong>inseparability<\/strong><\/a>, and <a class=\"glossary-term\" aria-haspopup=\"dialog\" aria-describedby=\"definition\" href=\"#term_70_1150\"><strong>variability<\/strong><\/a>, as defined in <a class=\"xref\" href=\"#cadden_1.0-ch07_s05_s03_f01\">Figure 17.4 &#8220;The Characteristics of Services&#8221;<\/a>) present design challenges that are different from those faced by physical products.<\/p>\n<div class=\"figure large medium-height editable block\" id=\"cadden_1.0-ch07_s05_s03_f01\">\n<h3>Figure 17.4 The Characteristics of Services<\/h3>\n<p><img decoding=\"async\" src=\"http:\/\/pressbooks.library.upei.ca\/smallbusinessmanagement\/wp-content\/uploads\/sites\/23\/2018\/12\/d2c246a3a422574b3f1d932e25cbd1f8.jpg\" alt=\"image\" \/><\/p>\n<div class=\"copyright\">\n<p class=\"para\">Source:<a class=\"footnote\" title=\"Adapted from Dana-Nicoleta Lascu and Kenneth E. Clow, Essentials of Marketing (Mason, OH: Atomic Dog Publishing, 2007), 264\u201368.\" id=\"return-footnote-70-59\" href=\"#footnote-70-59\" aria-label=\"Footnote 59\"><sup class=\"footnote\">[59]<\/sup><\/a><\/p>\n<\/div>\n<\/div>\n<p id=\"cadden_1.0-ch07_s05_s03_p08\" class=\"para editable block\">Whether a small business is offering a product, a service, or a combination of the two to either the B2C or B2B marketplace, there is no question that excellent product design is a gateway to business success.<\/p>\n<\/div>\n<div class=\"section\" id=\"cadden_1.0-ch07_s05_s04\">\n<h2 class=\"title editable block\">Packaging Design<\/h2>\n<p id=\"cadden_1.0-ch07_s05_s04_p01\" class=\"para editable block\">The design of the product or the service package is another decision component of the product. <a class=\"glossary-term\" aria-haspopup=\"dialog\" aria-describedby=\"definition\" href=\"#term_70_1091\"><em><strong>Packaging<\/strong><\/em><\/a> can be defined as \u201call the activities of designing and producing the container for a product.\u201d<span class=\"footnote\" id=\"cadden_1.0-fn07_058\"><a class=\"footnote\" title=\"Philip Kotler and Kevin Lane Keller, Marketing Management (Upper Saddle River, NJ: Pearson Prentice Hall, 2009), 239.\" id=\"return-footnote-70-60\" href=\"#footnote-70-60\" aria-label=\"Footnote 60\"><sup class=\"footnote\">[60]<\/sup><\/a><\/span> Packages \u201cengage us consciously and unconsciously. They are physical structures but at the same time they are very much about illusion. They appeal to our emotions as well as to our reason.\u201d<span class=\"footnote\" id=\"cadden_1.0-fn07_059\"><a class=\"footnote\" title=\"Randall Frost, \u201cPackaging Your Brand\u2019s Personality,\u201d Brandchannel, October 3, 2005, accessed December 1, 2011, www.brandchannel.com\/features_effect.asp?pf_id =283\" id=\"return-footnote-70-61\" href=\"#footnote-70-61\" aria-label=\"Footnote 61\"><sup class=\"footnote\">[61]<\/sup><\/a><\/span> Thus the package communicates both emotional and functional benefits to the buyer, and it can be a powerful means of product differentiation. A well-designed package can build brand equity and drive sales.<span class=\"footnote\" id=\"cadden_1.0-fn07_060\"><a class=\"footnote\" title=\"Philip Kotler and Kevin Lane Keller, Marketing Management (Upper Saddle River, NJ: Pearson Prentice Hall, 2009), 339.\" id=\"return-footnote-70-62\" href=\"#footnote-70-62\" aria-label=\"Footnote 62\"><sup class=\"footnote\">[62]<\/sup><\/a><\/span> A poorly designed package can turn the customer off and can lead to wrap rage\u2014the anger and frustration that results from not being able to readily access a product, which often leads to injuries. Although difficult-to-open packaging may be seen as necessary by the manufacturers and retailers, it does not do much for a positive customer experience.<\/p>\n<div class=\"video editable block\" id=\"cadden_1.0-ch07_s05_s04_n01\">\n<h3 class=\"title\">Video Clip 17.6\u00a0Wrap Rage<\/h3>\n<p><iframe loading=\"lazy\" id=\"oembed-5\" title=\"Wrap Rage\" width=\"500\" height=\"375\" src=\"https:\/\/www.youtube.com\/embed\/qxlDdfhyTzY?feature=oembed&#38;rel=0\" frameborder=\"0\" allowfullscreen=\"allowfullscreen\"><\/iframe><\/p>\n<p class=\"para\">Wrap rage: what it is about, with examples.<\/p>\n<\/div>\n<div class=\"video editable block\" id=\"cadden_1.0-ch07_s05_s04_n02\">\n<h3 class=\"title\">Video Clip 17.7\u00a0Opening Plastic Clamshells with a Can Opener<\/h3>\n<p><iframe loading=\"lazy\" id=\"oembed-6\" title=\"Opening plastic clamshell with can opener (wikiHow)\" width=\"500\" height=\"375\" src=\"https:\/\/www.youtube.com\/embed\/uyw2AxcC9xE?feature=oembed&#38;rel=0\" frameborder=\"0\" allowfullscreen=\"allowfullscreen\"><\/iframe><\/p>\n<p class=\"para\">Plastic clamshell packages inspire wrap rage. They are easier to open if you start with a can opener.<\/p>\n<\/div>\n<\/div>\n<div class=\"section\" id=\"cadden_1.0-ch07_s05_s05\">\n<h2 class=\"title editable block\">Brand<\/h2>\n<p id=\"cadden_1.0-ch07_s05_s05_p01\" class=\"para editable block\">A <a class=\"glossary-term\" aria-haspopup=\"dialog\" aria-describedby=\"definition\" href=\"#term_70_1092\"><strong>brand<\/strong><\/a> is defined by the American Marketing Association as \u201ca name, term, sign, symbol, or design, or a combination of them, intended to identify the goods or services of one seller or group of sellers and to differentiate them from those of competitors\u2026A brand may identify one item, a family of items, or all items of that seller. If used for the firm as a whole, the preferred term is trade name.\u201d<span class=\"footnote\" id=\"cadden_1.0-fn07_061\"><a class=\"footnote\" title=\"\u201cBrand,\u201d American Marketing Association, accessed December 1, 2011, www.marketingpower.com\/_layouts\/Dictionary.aspx?dLetter=B\" id=\"return-footnote-70-63\" href=\"#footnote-70-63\" aria-label=\"Footnote 63\"><sup class=\"footnote\">[63]<\/sup><\/a><\/span> A brand is a promise to the consumer that certain expectations will be met, a promise that\u2014if broken\u2014may result in the loss of that customer. A company\u2019s brand is probably its most important asset.<\/p>\n<div class=\"video editable block\" id=\"cadden_1.0-ch07_s05_s05_n01\">\n<h3 class=\"title\">Video Clip 17.8\u00a0A Brand Is More Than a Logo<\/h3>\n<p><iframe loading=\"lazy\" id=\"oembed-7\" title=\"A Brand is More than a Logo\" width=\"500\" height=\"375\" src=\"https:\/\/www.youtube.com\/embed\/WTeO0lf_CV0?feature=oembed&#38;rel=0\" frameborder=\"0\" allowfullscreen=\"allowfullscreen\"><\/iframe><\/p>\n<p class=\"para\">What a brand is all about.<\/p>\n<\/div>\n<p id=\"cadden_1.0-ch07_s05_s05_p02\" class=\"para editable block\">Building a brand is an ongoing process for a small business because it wants a memorable identity. It is important for the business to constantly monitor its brand to ensure that it represents the core values and needs of its existing and potential customers.<span class=\"footnote\" id=\"cadden_1.0-fn07_062\"><a class=\"footnote\" title=\"Miranda Brookins, \u201cHow to Brand a Business,\u201d Chron.com, accessed December 1, 2011, smallbusiness.chron.com\/brand-business-211.html\" id=\"return-footnote-70-64\" href=\"#footnote-70-64\" aria-label=\"Footnote 64\"><sup class=\"footnote\">[64]<\/sup><\/a><\/span> The brand needs to reach people on an emotional level because customers ultimately make decisions on an emotional level, not a logical level.<span class=\"footnote\" id=\"cadden_1.0-fn07_063\"><\/span><a class=\"footnote\" title=\"Marc Gobe, Emotional Branding: The New Paradigm for Connecting Brands to People (New York: Allworth Press, 2001), xv.\" id=\"return-footnote-70-65\" href=\"#footnote-70-65\" aria-label=\"Footnote 65\"><sup class=\"footnote\">[65]<\/sup><\/a> For this reason, a small business should think in terms of tapping into as many senses as possible with its brand. \u201cAlmost our entire understanding of the world is experienced through our senses. Our senses are our link to memory and can tap right into emotion.\u201d<span class=\"footnote\" id=\"cadden_1.0-fn07_064\"><\/span><a class=\"footnote\" title=\"Martin Lindstrom, Brand Sense: Build Powerful Brands through Touch, Taste, Smell, Sight, and Sound (New York: Free Press, 2005), 10.\" id=\"return-footnote-70-66\" href=\"#footnote-70-66\" aria-label=\"Footnote 66\"><sup class=\"footnote\">[66]<\/sup><\/a> Scenting the air of a store with a fresh fragrance could be a powerful contributor to the store\u2019s brand.<\/p>\n<p id=\"cadden_1.0-ch07_s05_s05_p03\" class=\"para editable block no-indent\">Whether a small business wants to keep its brand (but may be monitoring it) or is looking to <a class=\"glossary-term\" aria-haspopup=\"dialog\" aria-describedby=\"definition\" href=\"#term_70_1526\"><strong>rebrand<\/strong><\/a>, there are four fundamental qualities of great brands that should be kept in mind:<span class=\"footnote\" id=\"cadden_1.0-fn07_065\"><a class=\"footnote\" title=\"Adapted from Patrick Barwise and Sean Meehan, \u201cThe One Thing You Must Get Right When Building a Brand,\u201d Harvard Business Review, December 2010, 80\u201384.\" id=\"return-footnote-70-67\" href=\"#footnote-70-67\" aria-label=\"Footnote 67\"><sup class=\"footnote\">[67]<\/sup><\/a><\/span><\/p>\n<ol id=\"cadden_1.0-ch07_s05_s05_l01\" class=\"orderedlist editable block\">\n<li>They offer and communicate a clear, relevant <em class=\"emphasis\">customer promise<\/em>, such as fun, speedy delivery, or superior taste.<\/li>\n<li>They <em class=\"emphasis\">build trust<\/em> by delivering on that promise. Keeping a customer informed when something goes wrong can help build and retain trust.<\/li>\n<li>They drive the market by <em class=\"emphasis\">continually improving<\/em> the promise. A small business should always be looking to make things better for its customers. Think in terms of the total customer experience.<\/li>\n<li>They seek further advantage by <em class=\"emphasis\">innovating beyond the familiar<\/em>. If a small business focuses on the customer experience, there are undoubtedly ways to improve the brand by adding the unexpected.<\/li>\n<\/ol>\n<p id=\"cadden_1.0-ch07_s05_s05_p04\" class=\"para editable block\">The ultimate objective is to have a brand that delivers a clear message, is easy to pronounce, confirms a company\u2019s credibility, makes an emotional connection with the target market, motivates the buyer, and solidifies customer loyalty.<span class=\"footnote\" id=\"cadden_1.0-fn07_066\"><a class=\"footnote\" title=\"Laura Lake, \u201cWhat Is Branding and How Important Is It to Your Marketing Strategy?,\u201d About.com, accessed December 1, 2011, marketing.about.com\/cs\/brandmktg\/a\/whatisbranding.htm\" id=\"return-footnote-70-68\" href=\"#footnote-70-68\" aria-label=\"Footnote 68\"><sup class=\"footnote\">[68]<\/sup><\/a><a class=\"footnote\" title=\"Dana-Nicoleta Lascu and Kenneth E. Clow, Essentials of Marketing (Mason, OH: Atomic Dog Publishing, 2007), 230.\" id=\"return-footnote-70-69\" href=\"#footnote-70-69\" aria-label=\"Footnote 69\"><sup class=\"footnote\">[69]<\/sup><\/a><\/span><\/p>\n<div class=\"video editable block\" id=\"cadden_1.0-ch07_s05_s05_n02\">\n<h3 class=\"title\">Video Clip 17.9\u00a0Good Branding Will Build a Company<\/h3>\n<p><iframe loading=\"lazy\" id=\"oembed-8\" title=\"Good Branding Will Build Your Company\" width=\"500\" height=\"375\" src=\"https:\/\/www.youtube.com\/embed\/zicXpZDG7HM?feature=oembed&#38;rel=0\" frameborder=\"0\" allowfullscreen=\"allowfullscreen\"><\/iframe><\/p>\n<p class=\"para\">A strong branding and marketing strategy is an investment that will pay dividends for years to come.<\/p>\n<\/div>\n<div class=\"video editable block\" id=\"cadden_1.0-ch07_s05_s05_n03\">\n<h3 class=\"title\">Video Clip 17.10\u00a0How to Create a Great Brand<\/h3>\n<p><iframe loading=\"lazy\" id=\"oembed-9\" title=\"How to create a great brand name | Jonathan Bell\" width=\"500\" height=\"281\" src=\"https:\/\/www.youtube.com\/embed\/rzbXht7MJVM?feature=oembed&#38;rel=0\" frameborder=\"0\" allowfullscreen=\"allowfullscreen\"><\/iframe><\/p>\n<p class=\"para\">A small business owner talks about the importance and mechanisms of creating a strong and memorable company brand.<\/p>\n<h3>Video Clip 17.11\u00a0How to grow a small business<\/h3>\n<p><a href=\"https:\/\/www.youtube.com\/watch?v=D7tF-cY2M9o\">https:\/\/www.youtube.com\/watch?v=D7tF-cY2M9o<\/a><\/p>\n<p>Jack Ma &#8211; Aliexpress.com; Alibaba Group<\/p>\n<\/div>\n<\/div>\n<div class=\"section\" id=\"cadden_1.0-ch07_s05_s06\">\n<h2 class=\"title editable block\">Product Life Cycle<\/h2>\n<p id=\"cadden_1.0-ch07_s05_s06_p01\" class=\"para editable block\">Every product has a life span. Some are longer than others. The pet rock had a very short life span. The automobile is still going strong. Some products or services experience an early death, not able to make it very far out the door. Take, for example, Colgate Kitchen Entrees (yes, as in the toothpaste); Cosmopolitan Yogurt (off the shelves in eighteen months); and Ben-Gay Aspirin (the idea of swallowing Ben-Gay was not a winner).<span class=\"footnote\" id=\"cadden_1.0-fn07_067\"><a class=\"footnote\" title=\"\u201cTop 25 Biggest Product Flops of All Time,\u201d Daily Finance, accessed December 1, 2011, www.dailyfinance.com\/photos\/top-25-biggest-product-flops-of-all-time\" id=\"return-footnote-70-70\" href=\"#footnote-70-70\" aria-label=\"Footnote 70\"><sup class=\"footnote\">[70]<\/sup><\/a><\/span><\/p>\n<p id=\"cadden_1.0-ch07_s05_s06_p02\" class=\"para editable block no-indent\">Even the big guys make mistakes, so small businesses are not immune from product goofs. The products that do make it, however, go through what is known as the <a class=\"glossary-term\" aria-haspopup=\"dialog\" aria-describedby=\"definition\" href=\"#term_70_1093\"><strong>product life cycle (PLC)<\/strong><\/a> defined as \u201cthe performance of the product in terms of sales and profits over time.\u201d<span class=\"footnote\" id=\"cadden_1.0-fn07_068\"><a class=\"footnote\" title=\"Dana-Nicoleta Lascu and Kenneth E. Clow, Essentials of Marketing (Mason, OH: Atomic Dog Publishing, 2007), 244.\" id=\"return-footnote-70-71\" href=\"#footnote-70-71\" aria-label=\"Footnote 71\"><sup class=\"footnote\">[71]<\/sup><\/a><\/span> The traditional PLC is shown in <a class=\"xref\" href=\"#cadden_1.0-ch07_s05_s06_f01\">Figure 17.5 &#8220;The Traditional Product Life Cycle&#8221;<\/a>.<\/p>\n<div class=\"figure large medium-height editable block\" id=\"cadden_1.0-ch07_s05_s06_f01\">\n<p class=\"title\"><strong><span class=\"title-prefix\">Figure 17.5<\/span> The Traditional Product Life Cycle<\/strong><\/p>\n<p><img decoding=\"async\" src=\"http:\/\/pressbooks.library.upei.ca\/smallbusinessmanagement\/wp-content\/uploads\/sites\/23\/2018\/12\/d6304b2683e978ba7e5335b29f11df04.jpg\" alt=\"image\" \/><\/p>\n<div class=\"copyright\">\n<p class=\"para\">Source:<a class=\"footnote\" title=\"\u201cThe Product Life Cycle,\u201d NetMBA, accessed December 2, 2011, http:\/\/www.netmba.com\/marketing\/product\/lifecycle\" id=\"return-footnote-70-72\" href=\"#footnote-70-72\" aria-label=\"Footnote 72\"><sup class=\"footnote\">[72]<\/sup><\/a><\/p>\n<\/div>\n<\/div>\n<p id=\"cadden_1.0-ch07_s05_s06_p03\" class=\"para editable block\">Small-business owners should understand the PLC because there are specific implications for marketing strategy. The <a class=\"glossary-term\" aria-haspopup=\"dialog\" aria-describedby=\"definition\" href=\"#term_70_1094\"><em><strong>product development (incubation) stage<\/strong><\/em><\/a> is when a product is being prepared for sale. There are costs but no sales. The <em><strong><a class=\"glossary-term\" aria-haspopup=\"dialog\" aria-describedby=\"definition\" href=\"#term_70_1095\">product introduction stage<\/a><\/strong><\/em> is when a product is available to buy for the first time. Sales will generally be low but increasing, marketing expenses will be high, and profits will be typically low or nonexistent. The focus of the marketing strategy will be to create awareness, establish a market, and create demand for the product.<span class=\"footnote\" id=\"cadden_1.0-fn07_069\"><a class=\"footnote\" title=\"Philip Kotler and Kevin Lane Keller, Marketing Management (Upper Saddle River, NJ: Pearson Prentice Hall, 2009), 339\" id=\"return-footnote-70-73\" href=\"#footnote-70-73\" aria-label=\"Footnote 73\"><sup class=\"footnote\">[73]<\/sup><\/a><a class=\"footnote\" title=\"Dana-Nicoleta Lascu and Kenneth E. Clow, Essentials of Marketing (Mason, OH: Atomic Dog Publishing, 2007), 244\" id=\"return-footnote-70-74\" href=\"#footnote-70-74\" aria-label=\"Footnote 74\"><sup class=\"footnote\">[74]<\/sup><\/a><a class=\"footnote\" title=\"Kristie Lorette, \u201cHow Would the Marketing Mix Change at Different Stages of the Product Life Cycle?,\u201d Chron.com, accessed December 1, 2011, smallbusiness.chron.com\/would-marketing-mix-change-different-stages-product-life-cycle-3283.html\" id=\"return-footnote-70-75\" href=\"#footnote-70-75\" aria-label=\"Footnote 75\"><sup class=\"footnote\">[75]<\/sup><\/a><\/span><\/p>\n<p class=\"para editable block no-indent\">The <a class=\"glossary-term\" aria-haspopup=\"dialog\" aria-describedby=\"definition\" href=\"#term_70_1096\"><em><strong>product growth stage<\/strong><\/em><\/a> is when sales grow rapidly as the target market adopts a product and competition enters the marketplace once it observes the success. Marketing strategy should focus on differentiation and building a brand preference. There is substantial profit improvement.<span class=\"footnote\" id=\"cadden_1.0-fn07_070\"><a class=\"footnote\" title=\"Philip Kotler and Kevin Lane Keller, Marketing Management (Upper Saddle River, NJ: Pearson Prentice Hall, 2009), 339\" id=\"return-footnote-70-76\" href=\"#footnote-70-76\" aria-label=\"Footnote 76\"><sup class=\"footnote\">[76]<\/sup><\/a><a class=\"footnote\" title=\"Dana-Nicoleta Lascu and Kenneth E. Clow, Essentials of Marketing (Mason, OH: Atomic Dog Publishing, 2007), 244\" id=\"return-footnote-70-77\" href=\"#footnote-70-77\" aria-label=\"Footnote 77\"><sup class=\"footnote\">[77]<\/sup><\/a><a class=\"footnote\" title=\"Kristie Lorette, \u201cHow Would the Marketing Mix Change at Different Stages of the Product Life Cycle?,\u201d Chron.com, accessed December 1, 2011, smallbusiness.chron.com\/would-marketing-mix-change-different-stages-product-life-cycle-3283.html\" id=\"return-footnote-70-78\" href=\"#footnote-70-78\" aria-label=\"Footnote 78\"><sup class=\"footnote\">[78]<\/sup><\/a><\/span> Rapid growth must be managed carefully so that the company does not succeed into failure.<\/p>\n<p class=\"para editable block no-indent\">The <a class=\"glossary-term\" aria-haspopup=\"dialog\" aria-describedby=\"definition\" href=\"#term_70_1097\"><em><strong>product maturity stage<\/strong><\/em><\/a> is characterized by slow growth because most of the buyers interested in a product have bought it. Sales may increase but slowly due to intense price competition. Profits stabilize or decline. The marketing strategy must focus on getting people to switch brands by using special promotions and incentives.<span class=\"footnote\" id=\"cadden_1.0-fn07_071\"><a class=\"footnote\" title=\"Philip Kotler and Kevin Lane Keller, Marketing Management (Upper Saddle River, NJ: Pearson Prentice Hall, 2009), 339\" id=\"return-footnote-70-79\" href=\"#footnote-70-79\" aria-label=\"Footnote 79\"><sup class=\"footnote\">[79]<\/sup><\/a><a class=\"footnote\" title=\"Dana-Nicoleta Lascu and Kenneth E. Clow, Essentials of Marketing (Mason, OH: Atomic Dog Publishing, 2007), 244\" id=\"return-footnote-70-80\" href=\"#footnote-70-80\" aria-label=\"Footnote 80\"><sup class=\"footnote\">[80]<\/sup><\/a><a class=\"footnote\" title=\"Kristie Lorette, \u201cHow Would the Marketing Mix Change at Different Stages of the Product Life Cycle?,\u201d Chron.com, accessed December 1, 2011, smallbusiness.chron.com\/would-marketing-mix-change-different-stages-product-life-cycle-3283.html\" id=\"return-footnote-70-81\" href=\"#footnote-70-81\" aria-label=\"Footnote 81\"><sup class=\"footnote\">[81]<\/sup><\/a><\/span><\/p>\n<p class=\"para editable block no-indent\">The <em><strong><a class=\"glossary-term\" aria-haspopup=\"dialog\" aria-describedby=\"definition\" href=\"#term_70_1098\">product decline stage<\/a><\/strong><\/em> is when sales decline and profits erode. A product has become obsolete because of an innovation (think VHS to DVD to Blu-Ray) or the tastes of the target market have changed. The marketing strategy works to reinforce the brand image of the product. The product may be dropped from the product line or rejuvenated if possible and practical.<\/p>\n<p id=\"cadden_1.0-ch07_s05_s06_p04\" class=\"para editable block no-indent\">There are many small business owners who may not see the PLC as applying to their products or services. After all, accounting services are accounting services, a luncheonette is a luncheonette, and hardware is hardware. Thinking this way would be a mistake. Accounting practices change, people\u2019s tastes change, hardware solutions change, and government regulation inserts itself. What is successful today may not be successful tomorrow. The PLC provides guidance for watching how a product or a service progresses in the marketplace so that the necessary marketing strategy steps can be taken.<\/p>\n<div class=\"callout editable block\" id=\"cadden_1.0-ch07_s05_s06_n01\">\n<h3 class=\"title\">The New Product Development Process<\/h3>\n<p id=\"cadden_1.0-ch07_s05_s06_p05\" class=\"para\">If the development of a new product is being considered, the following steps are suggested as guidance:<\/p>\n<ul id=\"cadden_1.0-ch07_s05_s06_l01\" class=\"itemizedlist\">\n<li><strong class=\"emphasis bold\">Generate new product ideas.<\/strong> Search for ideas for new products.<\/li>\n<li><strong class=\"emphasis bold\">Screen new product ideas.<\/strong> Make sure the product fits the target market and the overall mission of the business.<\/li>\n<li><strong class=\"emphasis bold\">Develop and evaluate new product concepts.<\/strong> Develop product concepts and determine how consumers will view and use the product.<\/li>\n<li><strong class=\"emphasis bold\">Perform a product business analysis.<\/strong> Calculate projected business costs, return on investment, cash flow, and the long-term fixed and variable costs. Long-term fixed costs are production costs that do not vary with the number of units produced (e.g., annual rent). Long-term variable costs are production costs that vary with the number of units produced (e.g., selling more hot dogs will require more hot dogs, ketchup, mustard, and relish).<\/li>\n<li><strong class=\"emphasis bold\">Design and develop the product.<\/strong> Develop a product prototype. A product prototype is an exact match to the product description developed in the concept development and evaluation stages. It is a sample.<\/li>\n<li><strong class=\"emphasis bold\">Test market the product.<\/strong> Introduce the product to a market to find out how the product will be received when it is introduced for real. The test market should be as close as possible in terms of characteristics (e.g., demographics) as the target market. For a small business, an appropriate test market might be a few select customers.<\/li>\n<li><strong class=\"emphasis bold\">Launch the product or the service.<\/strong> The product is introduced to the full marketplace.<span class=\"footnote\" id=\"cadden_1.0-fn07_072\"><a class=\"footnote\" title=\"Dana-Nicoleta Lascu and Kenneth E. Clow, Essentials of Marketing (Mason, OH: Atomic Dog Publishing, 2007), 239\u201343.\" id=\"return-footnote-70-82\" href=\"#footnote-70-82\" aria-label=\"Footnote 82\"><sup class=\"footnote\">[82]<\/sup><\/a><\/span><\/li>\n<\/ul>\n<\/div>\n<\/div>\n<div class=\"section\" id=\"cadden_1.0-ch07_s05_s07\">\n<h2 class=\"title editable block\">The Company Website<\/h2>\n<p id=\"cadden_1.0-ch07_s05_s07_p01\" class=\"para editable block\">A company\u2019s website is part of its product or service. The conventional wisdom is that all businesses should have a website. The reality is that there are many small businesses that do very well for themselves without a web presence. The small local deli, accounting or insurance services, a legal firm, a liquor store, or a dental office may not see the need for a website. At the same time, customers are increasingly expecting a web presence, so any small business that does not have a website runs the risk of losing sales because of it. The time may also be approaching when not having a website will be perceived as odd, with questions raised as to the seriousness of the business. Every small business without a website should determine whether this matters to them or not.<\/p>\n<p id=\"cadden_1.0-ch07_s05_s07_p02\" class=\"para editable block no-indent\">This section about the company website is targeted to the small business that has a web presence already or is planning to have one. A small business owner should have a basic understanding of website design to contribute to the discussion and communicate effectively when working with professionals<span class=\"footnote\" id=\"cadden_1.0-fn07_073\"><\/span><a class=\"footnote\" title=\"Efraim Turban et al., Electronic Commerce: A Managerial Perspective (Upper Saddle River, NJ: Pearson Prentice Hall, 2008), 751.\" id=\"return-footnote-70-83\" href=\"#footnote-70-83\" aria-label=\"Footnote 83\"><sup class=\"footnote\">[83]<\/sup><\/a>\u2014as well as to organize the owner\u2019s visceral reaction when it is time to evaluate other websites, plan the company\u2019s website, or revise the company\u2019s current website.<span class=\"footnote\" id=\"cadden_1.0-fn07_074\"><a class=\"footnote\" title=\"Jan Zimmerman, Web Marketing for Dummies, 2nd ed. (Hoboken, NJ: Wiley, 2009), 67.\" id=\"return-footnote-70-84\" href=\"#footnote-70-84\" aria-label=\"Footnote 84\"><sup class=\"footnote\">[84]<\/sup><\/a><\/span> In addition, any commitment to e-marketing requires a website.<\/p>\n<p id=\"cadden_1.0-ch07_s05_s07_p03\" class=\"para editable block no-indent\">Stanford University\u2019s Persuasive Technology Lab found that people quickly evaluate a website by visual design alone, with the visual design setting the tone for the user\u2019s experience.<span class=\"footnote\" id=\"cadden_1.0-fn07_075\"><\/span><a class=\"footnote\" title=\"Lorrie Thomas, Online Marketing (New York: McGraw-Hill, 2011), 22\u201323.\" id=\"return-footnote-70-85\" href=\"#footnote-70-85\" aria-label=\"Footnote 85\"><sup class=\"footnote\">[85]<\/sup><\/a> \u201cImage is everything online. Good design evokes trust, makes navigation clear, establishes branding, appeals to target customers, and makes them feel good about doing business with the website they are on. Design does not have to be expensive for it to work. It does, however, need to represent an organization and appeal to a visitor. Professional design is not something organizations spend money on; it is something <em class=\"emphasis\">they invest in to support trust, positioning, and long-term marketing<\/em>\u201d (emphasis added).<span class=\"footnote\" id=\"cadden_1.0-fn07_076\"><a class=\"footnote\" title=\"Lorrie Thomas, Online Marketing (New York: McGraw-Hill, 2011), 23.\" id=\"return-footnote-70-86\" href=\"#footnote-70-86\" aria-label=\"Footnote 86\"><sup class=\"footnote\">[86]<\/sup><\/a><\/span><\/p>\n<p id=\"cadden_1.0-ch07_s05_s07_p04\" class=\"para editable block no-indent\">This section of the chapter discusses website objectives and the fundamental design elements: layout, color, typography, graphics, interactivity, navigation, usability, content, and performance. User experience is also discussed.<\/p>\n<div class=\"video editable block\" id=\"cadden_1.0-ch07_s05_s07_n01\">\n<h3 class=\"title\">Video Clip 17.12\u00a0Top Web Design Mistakes Small and Large Businesses Make<\/h3>\n<p>https:\/\/youtube.com\/watch?v=022tMCnizgQ<\/p>\n<p class=\"para\">Four mistakes that small businesses should watch for when designing their websites.<\/p>\n<\/div>\n<div class=\"section\" id=\"cadden_1.0-ch07_s05_s07_s01\">\n<h2 class=\"title editable block\">Website Objectives<\/h2>\n<p id=\"cadden_1.0-ch07_s05_s07_s01_p01\" class=\"para editable block\">\u201cThe goal of any Web site is to deliver quality content to its intended audience and to do so with an elegant design.\u201d<span class=\"footnote\" id=\"cadden_1.0-fn07_077\"><a class=\"footnote\" title=\"Efraim Turban et al., Electronic Commerce: A Managerial Perspective (Upper Saddle River, NJ: Pearson Prentice Hall, 2008), 751.\" id=\"return-footnote-70-87\" href=\"#footnote-70-87\" aria-label=\"Footnote 87\"><sup class=\"footnote\">[87]<\/sup><\/a><\/span> <a class=\"glossary-term\" aria-haspopup=\"dialog\" aria-describedby=\"definition\" href=\"#term_70_1099\"><em><strong>Website objectives<\/strong><\/em><\/a> define what a company wants its website to do. For example, a website can build awareness of the business; build awareness of particular brands or services; distribute information to supporters, customers, and stakeholders on products or issues; sell products or services; build relationships with customers; develop a new marketing strategy or reinforce an existing strategy; manage an event (e.g., online registration and payment); build the company image; and gather marketing research by collecting data from users or conducting online surveys.<span class=\"footnote\" id=\"cadden_1.0-fn07_078\"><a class=\"footnote\" title=\"\u201cWhat Are the Objectives of Your Web Site?,\u201d 3w designs, accessed December 1, 2011, www.3w-designs.co.uk\/textonly\/new-web-site-aims.html\" id=\"return-footnote-70-88\" href=\"#footnote-70-88\" aria-label=\"Footnote 88\"><sup class=\"footnote\">[88]<\/sup><\/a><\/span> Clear-cut objectives will increase the chances that a company\u2019s website design and content will work to achieve those objectives.<span class=\"footnote\" id=\"cadden_1.0-fn07_079\"><a class=\"footnote\" title=\"Ottavio Storace, \u201cHow to Build a Web Site That Achieves Objectives,\u201d Webmaster Resources @ Suite 101, July 13, 2009, accessed December 1, 2011.\" id=\"return-footnote-70-89\" href=\"#footnote-70-89\" aria-label=\"Footnote 89\"><sup class=\"footnote\">[89]<\/sup><\/a><\/span><\/p>\n<\/div>\n<div class=\"section\" id=\"cadden_1.0-ch07_s05_s07_s02\">\n<h2 class=\"title editable block\">Website Layout<\/h2>\n<p id=\"cadden_1.0-ch07_s05_s07_s02_p01\" class=\"para editable block\"><a class=\"glossary-term\" aria-haspopup=\"dialog\" aria-describedby=\"definition\" href=\"#term_70_1100\"><strong>Layout<\/strong><\/a> refers to the positioning of the various elements that comprise a web page: where each text object will be positioned on each page or screen, the width and length of columns, the amount of space that will be placed between the lines of text, the alignment to be used (e.g., left or right), whether the page will be text only or use more advanced designs (e.g., multiple columns),<span class=\"footnote\" id=\"cadden_1.0-fn07_080\"><a class=\"footnote\" title=\"\u201cGlossary of Web Terminology: Website Layout,\u201d April 5, 2010, accessed January 24, 2012, www.azurewebdesign.com\/glossary-of-web-terminology\" id=\"return-footnote-70-90\" href=\"#footnote-70-90\" aria-label=\"Footnote 90\"><sup class=\"footnote\">[90]<\/sup><\/a><\/span><a class=\"footnote\" title=\"Sue A. Conger and Richard O. Mason, Planning and Designing Effective Web Sites (Cambridge, MA: Course Technology, 1998), 96.\" id=\"return-footnote-70-91\" href=\"#footnote-70-91\" aria-label=\"Footnote 91\"><sup class=\"footnote\">[91]<\/sup><\/a> and the placement of graphics. Layout is important because it is one of the first things a visitor perceives when landing on a website. Research shows that \u201cweb users spend 69% of their time viewing the left half of the page and 30% viewing the right half, [so] a conventional layout is thus more likely to make sites profitable.\u201d<span class=\"footnote\" id=\"cadden_1.0-fn07_081\"><a class=\"footnote\" title=\"Jakob Nielsen, \u201cHorizontal Attention Leans Left,\u201d Useit.com, April 6, 2010, accessed December 1, 2011, www.useit.com\/alertbox\/horizontal-attention.html\" id=\"return-footnote-70-92\" href=\"#footnote-70-92\" aria-label=\"Footnote 92\"><sup class=\"footnote\">[92]<\/sup><\/a><\/span><\/p>\n<\/div>\n<div class=\"section\" id=\"cadden_1.0-ch07_s05_s07_s03\">\n<h2 class=\"title editable block\">Color<\/h2>\n<p id=\"cadden_1.0-ch07_s05_s07_s03_p01\" class=\"para editable block\">Color is a powerful component of design. It affects mood and emotion, and it evokes associations with time and place. For example, psychedelic color combinations take us back to the 1960s, and turquoise and yellow combinations remind us of art deco in the 1950s. For websites, color is important in defining a site\u2019s environment because \u201c[P]eople see color before they absorb content.\u201d<span class=\"footnote\" id=\"cadden_1.0-fn07_082\"><a class=\"footnote\" title=\"\u201cWelcome to Color Voodoo Publications,\u201d Color Voodoo, accessed December 1, 2011, www.colorvoodoo.com\" id=\"return-footnote-70-93\" href=\"#footnote-70-93\" aria-label=\"Footnote 93\"><sup class=\"footnote\">[93]<\/sup><\/a><\/span> A lasting color impression occurs within ninety seconds and accounts for 60 percent of acceptance. What are the implications for website design? Decisions regarding color can be highly important to success.<\/p>\n<p id=\"cadden_1.0-ch07_s05_s07_s03_p02\" class=\"para editable block no-indent\">The key to the effective use of color in website design is \u201cto match the expectations of the target audience. Financial services sites tend to use formal colors (e.g., green or blue) with simple charts to illustrate the text but not many pictures. Sites directed at a female audience tend to feature lighter colors, usually pastels, with many pictures and an open design featuring lots of white space. Game sites are one type of site that can get away with in-your-face colors, Flash effects, and highly animated graphics.\u201d<span class=\"footnote\" id=\"cadden_1.0-fn07_083\"><a class=\"footnote\" title=\"Efraim Turban et al., Electronic Commerce: A Managerial Perspective (Upper Saddle River, NJ: Pearson Prentice Hall, 2008), 751.\" id=\"return-footnote-70-94\" href=\"#footnote-70-94\" aria-label=\"Footnote 94\"><sup class=\"footnote\">[94]<\/sup><\/a><\/span><\/p>\n<p id=\"cadden_1.0-ch07_s05_s07_s03_p03\" class=\"para editable block no-indent\">Colors should be selected that reflect the purpose of the site and enhance the design. Understanding the meaning of color and the cultural use of color and how colors interact is important in website design to convey the right tone and message and evoke the desired response to the site.<span class=\"footnote\" id=\"cadden_1.0-fn07_084\"><a class=\"footnote\" title=\"Jacci Howard Bear, \u201cThe Meaning of Color,\u201d About.com, accessed December 1, 2011, desktoppub.about.com\/od\/choosingcolors\/p\/color_meanings.htm?p=1\" id=\"return-footnote-70-95\" href=\"#footnote-70-95\" aria-label=\"Footnote 95\"><sup class=\"footnote\">[95]<\/sup><\/a><\/span> The wrong choice could adversely affect a visitor\u2019s experience at the site,<span class=\"footnote\" id=\"cadden_1.0-fn07_085\"><a class=\"footnote\" title=\"Joanne Glasspoole, \u201cChoosing a Color Scheme,\u201d Metamorphosis Design, accessed December 1, 2011, www.metamorphozis.com\/content_articles\/web_design\/Choosing_A_Color_Scheme.php\" id=\"return-footnote-70-96\" href=\"#footnote-70-96\" aria-label=\"Footnote 96\"><sup class=\"footnote\">[96]<\/sup><\/a><\/span>\u00a0which could adversely affect a company\u2019s sales and image.<\/p>\n<div class=\"video editable block\" id=\"cadden_1.0-ch07_s05_s07_s03_n01\">\n<h3 class=\"title\">Video Clip 17.13\u00a0Color Psychology in Web Design<\/h3>\n<p><iframe loading=\"lazy\" id=\"oembed-10\" title=\"Color Psychology in Web Design\" width=\"500\" height=\"281\" src=\"https:\/\/www.youtube.com\/embed\/7aiaPxdGXMw?feature=oembed&#38;rel=0\" frameborder=\"0\" allowfullscreen=\"allowfullscreen\"><\/iframe><\/p>\n<p class=\"para\">Insights into color and its importance in website design.<\/p>\n<\/div>\n<div class=\"callout editable block\" id=\"cadden_1.0-ch07_s05_s07_s03_n02\">\n<h3 class=\"title\">Color Perceptions for Business<\/h3>\n<p id=\"cadden_1.0-ch07_s05_s07_s03_p04\" class=\"para\">\u201cThe following list provides the traditional meanings of common colors and suggests compatible business usage:<\/p>\n<ul id=\"cadden_1.0-ch07_s05_s07_s03_l01\" class=\"itemizedlist\">\n<li><strong class=\"emphasis bold\">Pink.<\/strong> Romance, love, friendship, delicacy, feminine; ideal for relationship coaches, florists, and breast cancer awareness sites.<\/li>\n<li><strong class=\"emphasis bold\">Purple.<\/strong> Royalty, spiritual, transformation, creativity, new age; ideal for spirituality-based or new age businesses and businesses in the creative realm.<\/li>\n<li><strong class=\"emphasis bold\">Blue.<\/strong> Solid, communication, calm, wisdom, trust, reassuring; ideal for financial businesses, insurance companies, and lawyers.<\/li>\n<li><strong class=\"emphasis bold\">Green.<\/strong> Growth, money, abundance, fertility, freshness, health, environment; ideal for grocers, environmental businesses, therapists, healthcare businesses.<\/li>\n<li><strong class=\"emphasis bold\">Red.<\/strong> Energy, strength, passion; ideal for bold businesses based on power and for professionals; use in combination with black.<\/li>\n<li><strong class=\"emphasis bold\">Black.<\/strong> Power, sophisticated, elegant, formal, style, dramatic, serious; ideal for fine dining establishments; commonly used as an accent color.<\/li>\n<li><strong class=\"emphasis bold\">Gold and yellow.<\/strong> Wealth, wisdom, prestige, power, energy, joy, clarity, light, intelligence, optimism; ideal for the construction industry.<\/li>\n<li><strong class=\"emphasis bold\">White.<\/strong> Purity, goodness, simplicity, clean; ideal for almost every business.<\/li>\n<li><strong class=\"emphasis bold\">Brown.<\/strong> Friendship, earthy, comfort, content, reliable, sturdy; ideal for businesses involved in administrative support.<\/li>\n<li><strong class=\"emphasis bold\">Orange.<\/strong> Vibrant, enthusiasm, energy, warmth; ideal for creative businesses and teachers.<\/li>\n<li><strong class=\"emphasis bold\">Gray.<\/strong> Security, staid, quality, professional, stable; ideal for the legal industry.\u201d<span class=\"footnote\" id=\"cadden_1.0-fn07_086\"><a class=\"footnote\" title=\"Lena Claxton and Alison Woo, How to Say It: Marketing with New Media (New York: Prentice Hall, 2008), 34.\" id=\"return-footnote-70-97\" href=\"#footnote-70-97\" aria-label=\"Footnote 97\"><sup class=\"footnote\">[97]<\/sup><\/a><\/span><\/li>\n<\/ul>\n<\/div>\n<\/div>\n<div class=\"section\" id=\"cadden_1.0-ch07_s05_s07_s04\">\n<h2 class=\"title editable block\">Typography<\/h2>\n<p id=\"cadden_1.0-ch07_s05_s07_s04_p01\" class=\"para editable block\">\u201c<a class=\"glossary-term\" aria-haspopup=\"dialog\" aria-describedby=\"definition\" href=\"#term_70_1101\"><strong>Typography<\/strong><\/a> is the art of designing a communication by using the printed word.\u201d<span class=\"footnote\" id=\"cadden_1.0-fn07_087\"><\/span><a class=\"footnote\" title=\"Colin Wheildon, Type &amp; Layout: How Typography and Design Can Get Your Message Across\u2014or Get in the Way (Berkeley, CA: Strathmoor Press, 1996), 19.\" id=\"return-footnote-70-98\" href=\"#footnote-70-98\" aria-label=\"Footnote 98\"><sup class=\"footnote\">[98]<\/sup><\/a> More specifically, it is the use of <a class=\"glossary-term\" aria-haspopup=\"dialog\" aria-describedby=\"definition\" href=\"#term_70_1102\"><strong>typefaces <\/strong><\/a>(or fonts) in a design. Typeface refers to a particular type or font (e.g., Times New Roman and Arial). Typography is an integral part of web design and plays a role in the aesthetics of the website.<a class=\"footnote\" title=\"Shannon Noack, \u201cBasic Look at Typography in Web Design,\u201d Six Revisions, April 7, 2010, accessed December 1, 2011, sixrevisions.com\/web_design\/a-basic -look-at-typography-in-web-design\" id=\"return-footnote-70-99\" href=\"#footnote-70-99\" aria-label=\"Footnote 99\"><sup class=\"footnote\">[99]<\/sup><\/a> About 95 percent of the information on the web is written language, so it is only logical that a web designer should understand the shaping of written information (i.e., typography).<span class=\"footnote\" id=\"cadden_1.0-fn07_089\"><a class=\"footnote\" title=\"Oliver Reichenstein, \u201cWeb Design Is 95% Typography,\u201d Information Architects, Inc., October 19, 2006, accessed December 1, 2011, www.informationarchitects.jp\/en\/the-web-is-all-about-typography-period\" id=\"return-footnote-70-100\" href=\"#footnote-70-100\" aria-label=\"Footnote 100\"><sup class=\"footnote\">[100]<\/sup><\/a> <\/span>It is possible to blow away more than 50 percent of website visitors and readers by choosing the wrong typeface.<span class=\"footnote\" id=\"cadden_1.0-fn07_090\"><a class=\"footnote\" title=\"Colin Wheildon, Type &amp; Layout: How Typography and Design Can Get Your Message Across\u2014or Get in the Way (Berkeley, CA: Strathmoor Press, 1996), 19.\" id=\"return-footnote-70-101\" href=\"#footnote-70-101\" aria-label=\"Footnote 101\"><sup class=\"footnote\">[101]<\/sup><\/a><\/span><\/span><\/p>\n<\/div>\n<div class=\"section\" id=\"cadden_1.0-ch07_s05_s07_s05\">\n<h2 class=\"title editable block\">Graphics<\/h2>\n<p id=\"cadden_1.0-ch07_s05_s07_s05_p01\" class=\"para editable block\"><a class=\"glossary-term\" aria-haspopup=\"dialog\" aria-describedby=\"definition\" href=\"#term_70_1103\"><strong>Graphics<\/strong><\/a> defined as pictures, artwork, animations, or videos, can be very effective if used correctly. Graphics can provide interest, information, fun, and aesthetics, but they can also take forever to load, be meaningless or useless, not fit on the screen, and use colors that are not <a class=\"glossary-term\" aria-haspopup=\"dialog\" aria-describedby=\"definition\" href=\"#term_70_1104\"><strong>browser safe colors<\/strong><\/a> (i.e., colors that look the same on PC and Macintosh operating systems). Images enhance a web page, but they should be selected and placed carefully.<\/p>\n<p id=\"cadden_1.0-ch07_s05_s07_s05_p02\" class=\"para editable block no-indent\">Graphics should be used to \u201cconvey the appropriate tone of your message. As the old saying goes, a picture is worth a thousand words. Make sure your images correspond to the text and are appropriate to the business you offer. For example, an audiologist shouldn\u2019t use a picture of a woman holding her glasses because the spotlight should be on hearing.\u201d<span class=\"footnote\" id=\"cadden_1.0-fn07_091\"><a class=\"footnote\" title=\"Lena Claxton and Alison Woo, How to Say It: Marketing with New Media (New York: Prentice Hall, 2008), 35.\" id=\"return-footnote-70-102\" href=\"#footnote-70-102\" aria-label=\"Footnote 102\"><sup class=\"footnote\">[102]<\/sup><\/a><\/span> Graphics should also help create a mood, or a sense of place. The use of the graphics has to be thoroughly considered because they slow the loading of a website.<span class=\"footnote\" id=\"cadden_1.0-fn07_092\"><a class=\"footnote\" title=\"\u201cWhen to Use Graphics on Your Website,\u201d Improve the Web, May 9, 2007, accessed December 1, 2011, www.improvetheweb.com\/when-use-graphics-your-site\" id=\"return-footnote-70-103\" href=\"#footnote-70-103\" aria-label=\"Footnote 103\"><sup class=\"footnote\">[103]<\/sup><\/a><\/span><\/p>\n<p id=\"cadden_1.0-ch07_s05_s07_s05_p03\" class=\"para editable block no-indent\">It has been shown that quality images boost sales and enhance the visitor experience. \u201cConsumers who browse products on websites want to see the products they\u2019re considering for purchase represented by the highest quality image possible\u2026People do not buy what they cannot see, so the higher the quality and resolution of [the] imagery, the better [the] results will be.\u201d<span class=\"footnote\" id=\"cadden_1.0-fn07_093\"><a class=\"footnote\" title=\"Dave Young, \u201cQuality Images Boost Sales,\u201d Practical eCommerce, March 14, 2007, accessed December 1, 2011, www.practicalecommerce.com\/articles\/436-Quality -Images-Boost-Sales\" id=\"return-footnote-70-104\" href=\"#footnote-70-104\" aria-label=\"Footnote 104\"><sup class=\"footnote\">[104]<\/sup><\/a><\/span> The key for any small business that wants graphics on its website is to consider how the graphics will add value to the user experience. The graphics should be for the direct benefit of the user, not the business. Do not get carried away with lots of images and animations because they can make a web page very hard to read. Graphics are a major part of the design, not just afterthoughts.<span class=\"footnote\" id=\"cadden_1.0-fn07_094\"><a class=\"footnote\" title=\"Jennifer Kyrnin, \u201cBasics of Web Layout,\u201d About.com, accessed December 1, 2011, webdesign.about.com\/od\/layout\/a\/aa062104.htm\" id=\"return-footnote-70-105\" href=\"#footnote-70-105\" aria-label=\"Footnote 105\"><sup class=\"footnote\">[105]<\/sup><\/a><\/span><\/p>\n<\/div>\n<div class=\"section\" id=\"cadden_1.0-ch07_s05_s07_s06\">\n<h2 class=\"title editable block\">Site Navigation<\/h2>\n<p id=\"cadden_1.0-ch07_s05_s07_s06_p01\" class=\"para editable block\">People will not use a website if they cannot find their way around it. If web users cannot find what they are looking for or figure out how the site is organized, they are not likely to stay long\u2014or come back.<span class=\"footnote\" id=\"cadden_1.0-fn07_095\"><\/span><a class=\"footnote\" title=\"Steve Krug, Don\u2019t Make Me Think: A Common Sense Approach to Web Usability (Berkeley, CA: New Riders Publishing, 2000), 51.\" id=\"return-footnote-70-106\" href=\"#footnote-70-106\" aria-label=\"Footnote 106\"><sup class=\"footnote\">[106]<\/sup><\/a> \u201cThe purpose of <a class=\"glossary-term\" aria-haspopup=\"dialog\" aria-describedby=\"definition\" href=\"#term_70_1105\"><strong>site navigation<\/strong><\/a> is to help visitors quickly and easily find the information they need on a website. Among the questions considered in site navigation are, How will visitors enter a site? How will visitors use the site? How will they find out what is available at the site? How will they get from one page to another and from one section to another? How will visitors find what they are looking for?\u201d<span class=\"footnote\" id=\"cadden_1.0-fn07_096\"><a class=\"footnote\" title=\"Efraim Turban et al., Electronic Commerce: A Managerial Perspective (Upper Saddle River, NJ: Pearson Prentice Hall, 2008), 754.\" id=\"return-footnote-70-107\" href=\"#footnote-70-107\" aria-label=\"Footnote 107\"><sup class=\"footnote\">[107]<\/sup><\/a><\/span><\/p>\n<p id=\"cadden_1.0-ch07_s05_s07_s06_p02\" class=\"para editable block no-indent\">Site navigation must be easy, predictable, consistent, and intuitive enough so that visitors do not have to think about it.<span class=\"footnote\" id=\"cadden_1.0-fn07_097\"><\/span><a class=\"footnote\" title=\"Efraim Turban et al., Electronic Commerce: A Managerial Perspective (Upper Saddle River, NJ: Pearson Prentice Hall, 2008), 754.\" id=\"return-footnote-70-108\" href=\"#footnote-70-108\" aria-label=\"Footnote 108\"><sup class=\"footnote\">[108]<\/sup><\/a> \u201cDesigning effective navigation can also entice your visitors to try out the other things you offer on your site.\u201d<span class=\"footnote\" id=\"cadden_1.0-fn07_098\"><a class=\"footnote\" title=\"\u201cWebsite Navigation Tips,\u201d Entheos, accessed December 1, 2011, www.entheosweb.com\/website_design\/website_navigation_tips.asp\" id=\"return-footnote-70-109\" href=\"#footnote-70-109\" aria-label=\"Footnote 109\"><sup class=\"footnote\">[109]<\/sup><\/a><\/span> The key to understanding navigation is to realize that if it is too hard to use or figure out, web visitors will be gone in a nanosecond, perhaps never to be seen again. What does this mean to a small business? Lost sales and lost opportunities.<\/p>\n<\/div>\n<div class=\"section\" id=\"cadden_1.0-ch07_s05_s07_s07\">\n<h2 class=\"title editable block\">Site Usability<\/h2>\n<p id=\"cadden_1.0-ch07_s05_s07_s07_p01\" class=\"para editable block\">A <a class=\"glossary-term\" aria-haspopup=\"dialog\" aria-describedby=\"definition\" href=\"#term_70_1106\"><em><strong>website\u2019s usability<\/strong><\/em><\/a>, or ease of use, \u201ccan make or break an online experience, and it is directly correlated to the success of the site.\u201d<span class=\"footnote\" id=\"cadden_1.0-fn07_099\"><a class=\"footnote\" title=\"Lorrie Thomas, Online Marketing (New York: McGraw-Hill, 2011), 38.\" id=\"return-footnote-70-110\" href=\"#footnote-70-110\" aria-label=\"Footnote 110\"><sup class=\"footnote\">[110]<\/sup><\/a><\/span> Website usability measures the quality of a user\u2019s experience when interacting with a website,<span class=\"footnote\" id=\"cadden_1.0-fn07_100\"><a class=\"footnote\" title=\"\u201cUsability Basics,\u201d Usability.gov, accessed December 1, 2011, www.usability.gov\/basics\/index.html\" id=\"return-footnote-70-111\" href=\"#footnote-70-111\" aria-label=\"Footnote 111\"><sup class=\"footnote\">[111]<\/sup><\/a><\/span> and it works hand in hand with site navigation. According to usability.gov, usability is a combination of five factors:<span class=\"footnote\" id=\"cadden_1.0-fn07_101\">\u201c<a class=\"footnote\" title=\"Usability Basics,\u201d Usability.gov, accessed December 1, 2011, www.usability.gov\/basics\/index.html\" id=\"return-footnote-70-112\" href=\"#footnote-70-112\" aria-label=\"Footnote 112\"><sup class=\"footnote\">[112]<\/sup><\/a><\/span><\/p>\n<ol id=\"cadden_1.0-ch07_s05_s07_s07_l01\" class=\"orderedlist editable block\">\n<li><strong class=\"emphasis bold\">Ease of learning.<\/strong> How fast can a user who has never seen the <a class=\"glossary-term\" aria-haspopup=\"dialog\" aria-describedby=\"definition\" href=\"#term_70_1107\"><em><strong>user interface<\/strong><\/em><\/a> before learn it sufficiently well to accomplish basic tasks? The user interface is the way a person interacts with a website.<span class=\"footnote\" id=\"cadden_1.0-fn07_102\"><a class=\"footnote\" title=\"\u201cDefinition of User Interface,\u201d accessed December 1, 2011, www.pcmag.com\/encyclopedia_term\/0,2542,t=user+interface&amp;i=53558,00.asp\" id=\"return-footnote-70-113\" href=\"#footnote-70-113\" aria-label=\"Footnote 113\"><sup class=\"footnote\">[113]<\/sup><\/a><a class=\"link\" target=\"_blank\" href=\"http:\/\/www.pcmag.com\/encyclopedia_term\/0,2542,t=user+interface&amp;i=53558,00.asp\" rel=\"noopener noreferrer\"><\/a><\/span><\/li>\n<li><strong class=\"emphasis bold\">Efficiency of use.<\/strong> Once an experienced user has learned to use the website, how fast can he or she accomplish tasks?<\/li>\n<li><strong class=\"emphasis bold\">Memorability.<\/strong> If a user has used the website before, can he or she remember enough to use it effectively the next time or does the user have to start over again learning everything?<\/li>\n<li><strong class=\"emphasis bold\">Error frequency.<\/strong> How often do users make errors while using the website, how serious are these errors, and how do users recover from these errors?<\/li>\n<li><strong class=\"emphasis bold\">Subjective satisfaction.<\/strong> How much does the user like using the website?<\/li>\n<\/ol>\n<p id=\"cadden_1.0-ch07_s05_s07_s07_p02\" class=\"para editable block\">Usability is necessary for survival on the Internet. If a website is difficult to use, people will leave,<span class=\"footnote\" id=\"cadden_1.0-fn07_103\"><\/span><a class=\"footnote\" title=\"Efraim Turban et al., Electronic Commerce: A Managerial Perspective (Upper Saddle River, NJ: Pearson Prentice Hall, 2008), 756.\" id=\"return-footnote-70-114\" href=\"#footnote-70-114\" aria-label=\"Footnote 114\"><sup class=\"footnote\">[114]<\/sup><\/a> and they may be inclined to tell everyone they know on Facebook and Twitter about their negative experiences. It is as simple\u2014and as serious\u2014as that. Small-business owners should consider post-launch usability testing to help ensure the best user experience. Three free tools are <a class=\"link\" target=\"_blank\" href=\"http:\/\/websitegrader.com\" rel=\"noopener noreferrer\">HubSpot\u2019s Website Grader<\/a>, <a class=\"link\" target=\"_blank\" href=\"http:\/\/www.sitetuners.com\" rel=\"noopener noreferrer\">SiteTuners<\/a>, and <a class=\"link\" target=\"_blank\" href=\"http:\/\/www.google.com\/analytics\" rel=\"noopener noreferrer\">Google Analytics<\/a>.<\/p>\n<\/div>\n<div class=\"section\" id=\"cadden_1.0-ch07_s05_s07_s08\">\n<h2 class=\"title editable block\">Site Interactivity<\/h2>\n<p id=\"cadden_1.0-ch07_s05_s07_s08_p01\" class=\"para editable block\"><em><strong><a class=\"glossary-term\" aria-haspopup=\"dialog\" aria-describedby=\"definition\" href=\"#term_70_1108\">Site interactivity<\/a><\/strong><\/em> is about things on a company\u2019s website site that prompt some kind of action from visitors.<span class=\"footnote\" id=\"cadden_1.0-fn07_104\"><a class=\"footnote\" title=\"\u201cWeb Development Glossary for Small Businesses,\u201d Lightwave Communications, accessed December 1, 2011, www.lightwavewebdesign.com\/web-development -glossary\/website-glossary-g-i.html\" id=\"return-footnote-70-115\" href=\"#footnote-70-115\" aria-label=\"Footnote 115\"><sup class=\"footnote\">[115]<\/sup><\/a><\/span> Visitors become engaged with the site, they stay longer, they look deeper into the site to see what the company is offering, they are less likely to jump to another site, and they feel that they are part of a community and connected. This will keep them coming back to the site.<span class=\"footnote\" id=\"cadden_1.0-fn07_105\"><a class=\"footnote\" title=\"Folusho Orokunie, \u201cDo Not Make Your Website Visitors Yawn! Make Your Site Interactive,\u201d accessed December 1, 2011, folusho.com\/do-not-make-your-website-visitors -yawn-make-your-site-interactive\" id=\"return-footnote-70-116\" href=\"#footnote-70-116\" aria-label=\"Footnote 116\"><sup class=\"footnote\">[116]<\/sup><\/a><\/span><\/p>\n<p id=\"cadden_1.0-ch07_s05_s07_s08_p02\" class=\"para editable block no-indent\">There are many ways in which a small business can provide interactivity on its site. The following are some examples:<span class=\"footnote\" id=\"cadden_1.0-fn07_106\"><a class=\"footnote\" title=\"\u201cExamples of Possible Interactive Features on Your Website,\u201d Zamba, accessed December 1, 2011, www.zambagrafix.com\/interact.htm\" id=\"return-footnote-70-117\" href=\"#footnote-70-117\" aria-label=\"Footnote 117\"><sup class=\"footnote\">[117]<\/sup><\/a><a class=\"footnote\" title=\"\u201cImportance of Web Interactivity: Tips and Examples, Hongkiat.com, accessed December 1, 2011, www.hongkiat.com\/blog\/importance-of-web-interactivity-tips-and-examples\" id=\"return-footnote-70-118\" href=\"#footnote-70-118\" aria-label=\"Footnote 118\"><sup class=\"footnote\">[118]<\/sup><\/a><\/span><\/p>\n<ul id=\"cadden_1.0-ch07_s05_s07_s08_l01\" class=\"itemizedlist editable block\">\n<li>Free calculators for calculating payments when something is being financed<\/li>\n<li>Surveys, polls, or quizzes<\/li>\n<li>Blogs, bulletin boards, and discussion forums<\/li>\n<li>Facebook and Twitter links<\/li>\n<li>Searchable database of frequently asked questions<\/li>\n<li>Site search engine<\/li>\n<li>Interactive games, puzzles, and contests<\/li>\n<li>Articles that engage visitors, allowing them to add comments or opinions<\/li>\n<li>Three-dimensional flip-books (e.g., <a class=\"link\" target=\"_blank\" href=\"http:\/\/publ.com\/GrjRUCe?isfullscreen=true&amp;\" rel=\"noopener noreferrer\">Gorenje Kitchens<\/a> showcase a range of products, thus engaging the visitor while flipping through the book.)<\/li>\n<\/ul>\n<p id=\"cadden_1.0-ch07_s05_s07_s08_p03\" class=\"para editable block\">The sources of interactivity on a website are limited only by a small business owner\u2019s creativity and, of course, budget. However, it should never be a question of saying yes or no to interactivity. It is a matter of how much, what kind, and where. Remember that when customers feel compelled to do something, they are that much closer to buying.<span class=\"footnote\" id=\"cadden_1.0-fn07_107\"><a class=\"footnote\" title=\"\u201cImportance of Interactive Websites,\u201d Thunder Data Systems, accessed December 1, 2011, www.thunderdata.com\/thunder_bits\/importance_of_interactive_websites .html\" id=\"return-footnote-70-119\" href=\"#footnote-70-119\" aria-label=\"Footnote 119\"><sup class=\"footnote\">[119]<\/sup><\/a><a class=\"link\" target=\"_blank\" href=\"http:\/\/www.thunderdata.com\/thunder_bits\/importance_of_interactive_websites.html\" rel=\"noopener noreferrer\"><\/a><\/span><\/p>\n<\/div>\n<div class=\"section\" id=\"cadden_1.0-ch07_s05_s07_s09\">\n<h2 class=\"title editable block\">Content<\/h2>\n<p id=\"cadden_1.0-ch07_s05_s07_s09_p01\" class=\"para editable block\"><a class=\"glossary-term\" aria-haspopup=\"dialog\" aria-describedby=\"definition\" href=\"#term_70_1109\"><strong>Content<\/strong><\/a> refers to all the words, images, products, sound, video, interactive features, and any other material that a business puts on its website.<span class=\"footnote\" id=\"cadden_1.0-fn07_108\"><a class=\"footnote\" title=\"Efraim Turban et al., Electronic Commerce: A Managerial Perspective (Upper Saddle River, NJ: Pearson Prentice Hall, 2008), 744\" id=\"return-footnote-70-120\" href=\"#footnote-70-120\" aria-label=\"Footnote 120\"><sup class=\"footnote\">[120]<\/sup><\/a><a class=\"footnote\" title=\"Jan Zimmerman, Web Marketing for Dummies, 2nd ed. (Hoboken, NJ: Wiley, 2009), 67.\" id=\"return-footnote-70-121\" href=\"#footnote-70-121\" aria-label=\"Footnote 121\"><sup class=\"footnote\">[121]<\/sup><\/a><\/span> It is the content that visitors are looking for, and it is what will keep them on the site. High-quality content will also keep people interested so that they come back for more. \u201cA poorly and ineffectively \u2018written\u2019 website has an adverse impact on the efficiency of the website. Moreover, it also gives a negative impression of the brand [or company] behind it. Without good \u2018content\u2019 a website is an empty box.\u201d<span class=\"footnote\" id=\"cadden_1.0-fn07_109\"><a class=\"footnote\" title=\"JPDC, \u201cThe Importance of Visitor-Oriented Online Content on Your Website,\u201d Mycustomer.com, June 12, 2009, accessed December 1, 2011, www.mycustomer.com\/blogs\/marketingadvisor\/marketing-advisor\/importance-visitor-oriented-online -content-your-website\" id=\"return-footnote-70-122\" href=\"#footnote-70-122\" aria-label=\"Footnote 122\"><sup class=\"footnote\">[122]<\/sup><\/a><\/span><\/p>\n<p id=\"cadden_1.0-ch07_s05_s07_s09_p02\" class=\"para editable block no-indent\">Good content is relevant, customer-centric (i.e., it is written in the language and words of the target audience(s) that visit the website), and complies with what we know about how people read online content. They don\u2019t. They scan it\u2014because it takes 25 percent longer to read the same material online than it does to read it on paper.<span class=\"footnote\" id=\"cadden_1.0-fn07_110\"><\/span><a class=\"footnote\" title=\"Jan Zimmerman, Web Marketing for Dummies, 2nd ed. (Hoboken, NJ: Wiley, 2009), 73.\" id=\"return-footnote-70-123\" href=\"#footnote-70-123\" aria-label=\"Footnote 123\"><sup class=\"footnote\">[123]<\/sup><\/a> If a company\u2019s content does not fit its target audience(s), the website will not generate good results.<span class=\"footnote\" id=\"cadden_1.0-fn07_111\"><a class=\"footnote\" title=\"JPDC, \u201cThe Importance of Visitor-Oriented Online Content on Your Website,\u201d Mycustomer.com, June 12, 2009, accessed December 1, 2011, www.mycustomer.com\/blogs\/marketingadvisor\/marketing-advisor\/importance-visitor-oriented-online -content-your-website\" id=\"return-footnote-70-124\" href=\"#footnote-70-124\" aria-label=\"Footnote 124\"><sup class=\"footnote\">[124]<\/sup><\/a><a class=\"link\" target=\"_blank\" href=\"http:\/\/www.mycustomer.com\/blogs\/marketingadvisor\/marketing-advisor\/importance-visitor-oriented-online-content-your-website\" rel=\"noopener noreferrer\"><\/a><\/span><\/p>\n<p id=\"cadden_1.0-ch07_s05_s07_s09_p03\" class=\"para editable block no-indent\">Most small businesses may think that they must generate all website content. However, some of the best and most successful content may be the easiest to create: the content generated by website users. Interestingly, it is not uncommon for user-generated content to get higher search engine rankings than a business\u2019s home page, not an insignificant fact.<span class=\"footnote\" id=\"cadden_1.0-fn07_112\"><\/span><span class=\"footnote\"><\/span><a class=\"footnote\" title=\"Lorrie Thomas, Online Marketing (New York: McGraw-Hill, 2011), 55.\" id=\"return-footnote-70-125\" href=\"#footnote-70-125\" aria-label=\"Footnote 125\"><sup class=\"footnote\">[125]<\/sup><\/a>User-generated content includes the following:<span class=\"footnote\" id=\"cadden_1.0-fn07_113\"><\/span><a class=\"footnote\" title=\"Lorrie Thomas, Online Marketing (New York: McGraw-Hill, 2011), 55.\" id=\"return-footnote-70-126\" href=\"#footnote-70-126\" aria-label=\"Footnote 126\"><sup class=\"footnote\">[126]<\/sup><\/a><span class=\"footnote\"><\/span><\/p>\n<ul id=\"cadden_1.0-ch07_s05_s07_s09_l01\" class=\"itemizedlist editable block\">\n<li>Message boards<\/li>\n<li>Product reviews<\/li>\n<li>New uses for a company\u2019s products (e.g., using a dishwasher to cook a whole salmon)<\/li>\n<li>Testimonials or case studies (how users solved problems)<\/li>\n<li>Social media pages<\/li>\n<li>Twitter feeds<\/li>\n<li>Video contest submissions<\/li>\n<li>Interviews with users<\/li>\n<li>Online groups or communities such as LinkedIn or Ning<\/li>\n<\/ul>\n<p id=\"cadden_1.0-ch07_s05_s07_s09_p04\" class=\"para editable block\">The gold standard of user-generated content is customer reviews. Customer reviews can increase site traffic by as much as 80 percent, overall conversions by 60 percent, and the average order value by 40 percent. With respect to the posting of both positive and negative reviews, it has been shown that \u201cusers trust organizations that post both negative and positive reviews of their product <em class=\"emphasis\">if<\/em> organizations address the feedback constructively.\u201d<span class=\"footnote\" id=\"cadden_1.0-fn07_114\"><a class=\"footnote\" title=\"Lorrie Thomas, Online Marketing (New York: McGraw-Hill, 2011), 56.\" id=\"return-footnote-70-127\" href=\"#footnote-70-127\" aria-label=\"Footnote 127\"><sup class=\"footnote\">[127]<\/sup><\/a><\/span><\/p>\n<p id=\"cadden_1.0-ch07_s05_s07_s09_p05\" class=\"para editable block no-indent\">There are many factors that will contribute to the success of a small business website. However, the website will not do as well as it should, and it will not reach its full potential, without good quality content.<span class=\"footnote\" id=\"cadden_1.0-fn07_115\"><a class=\"footnote\" title=\"\u201cContent Is King\u2014Good Content Holy Grail of Successful Web Publishing,\u201d The Media Pro, August 14, 2010, accessed December 1, 2011, www.themediapro.com\/earn-sleeping\/content-is-king-holy-grail-of-successful-web-publishing\" id=\"return-footnote-70-128\" href=\"#footnote-70-128\" aria-label=\"Footnote 128\"><sup class=\"footnote\">[128]<\/sup><\/a><\/span><\/p>\n<div class=\"callout block\" id=\"cadden_1.0-ch07_s05_s07_s09_n01\">\n<h3 class=\"title\">Video Link 17.3<\/h3>\n<p class=\"simpara\">The Value of the About Page<\/p>\n<p id=\"cadden_1.0-ch07_s05_s07_s09_p06\" class=\"para no-indent\">Why the \u201cAbout\u201d page is so important to a business website.<\/p>\n<p id=\"cadden_1.0-ch07_s05_s07_s09_p07\" class=\"para\"><a class=\"link\" target=\"_blank\" href=\"http:\/\/videos.smallbusinessnewz.com\/2011\/01\/26\/the-value-of-the-about-page\" rel=\"noopener noreferrer\">videos.smallbusinessnewz.com\/2011\/01\/26\/the-value-of-the-about-page<\/a><\/p>\n<\/div>\n<\/div>\n<div class=\"section\" id=\"cadden_1.0-ch07_s05_s07_s10\">\n<h2 class=\"title editable block\">Product Display<\/h2>\n<p id=\"cadden_1.0-ch07_s05_s07_s10_p01\" class=\"para editable block\">How a website displays products will impact the success of the website. As a result, product display should be seen as a website design issue. Key decisions that should be made for each category of product that is available on the website include the choice of which products to feature, how to provide product detail pages (an individual page for each product is preferable because there is more room for product details), the sort options that will be available to the shopper (e.g., price), and where items on special will be placed on the page (the upper right corner is recommended).<span class=\"footnote\" id=\"cadden_1.0-fn07_116\"><a class=\"footnote\" title=\"Jan Zimmerman, Web Marketing for Dummies, 2nd ed. (Hoboken, NJ: Wiley, 2009), 103.\" id=\"return-footnote-70-129\" href=\"#footnote-70-129\" aria-label=\"Footnote 129\"><sup class=\"footnote\">[129]<\/sup><\/a><\/span><\/p>\n<\/div>\n<div class=\"section\" id=\"cadden_1.0-ch07_s05_s07_s11\">\n<h2 class=\"title editable block\">Performance<\/h2>\n<p id=\"cadden_1.0-ch07_s05_s07_s11_p01\" class=\"para editable block\">No matter how well designed a website is, and no matter how high the quality of content, a website that takes too long to load will lose visitors. A website\u2019s <a class=\"glossary-term\" aria-haspopup=\"dialog\" aria-describedby=\"definition\" href=\"#term_70_1110\"><em><strong>loading speed<\/strong><\/em><\/a> determines how fast the pages respond to a user request. Faster site speed is preferred by the users who want an optimal browsing experience, and the small business that wants increasing incoming connections and high sales. Users want faster speeds.<span class=\"footnote\" id=\"cadden_1.0-fn07_117\"><a class=\"footnote\" title=\"\u201cGoogle Finally Sets the Record Straight: Website Speed Is a Legit Search Ranking Factor,\u201d Linkbuilding.net, June 13, 2010, accessed December 1, 2011, linkbuilding.net\/2010\/06\/13\/google-finally-sets-the-record-straight-website-speed-is-a-legit -search-ranking-factor\" id=\"return-footnote-70-130\" href=\"#footnote-70-130\" aria-label=\"Footnote 130\"><sup class=\"footnote\">[130]<\/sup><\/a><\/span><\/p>\n<p id=\"cadden_1.0-ch07_s05_s07_s11_p02\" class=\"para editable block no-indent\">Visiting a fast-loading site is a pleasant experience. Visiting a slow-loading site is not. Surveys now show that a person will wait less than three seconds (perhaps even less) for a webpage to load before leaving, with a one-second delay possibly meaning a 7 percent reduction in sales.<span class=\"footnote\" id=\"cadden_1.0-fn07_118\"><a class=\"footnote\" title=\"Imad Mouline, \u201cIs Your Website Fast Enough for Your Customers?,\u201d CNN Money, August 27, 2010, accessed June 1, 2012, http:\/\/tech.fortune.cnn.com\/2010\/04\/27\/is-your-website-fast-enough-for-your-customers\/#more-24083\" id=\"return-footnote-70-131\" href=\"#footnote-70-131\" aria-label=\"Footnote 131\"><sup class=\"footnote\">[131]<\/sup><\/a><\/span> Google claims that the amount of site traffic drops by 20 percent for every 0.5 seconds of load time.<span class=\"footnote\" id=\"cadden_1.0-fn07_119\"><a class=\"footnote\" title=\"\u201cImproving Site Speed and Load Times,\u201d Optimum7.com, April 6, 2010, accessed December 1, 2011, www.optimum7.com\/internet-marketing\/website-speed\/improving-site-speed-and-load-time.html\" id=\"return-footnote-70-132\" href=\"#footnote-70-132\" aria-label=\"Footnote 132\"><sup class=\"footnote\">[132]<\/sup><\/a><\/span><\/p>\n<p id=\"cadden_1.0-ch07_s05_s07_s11_p03\" class=\"para editable block no-indent\">There are several factors that slow down the loading time for a website, not the least of which is the connection speed of the user\u2019s computer. This is out of the control of the web designer and the site owner (the small business). The biggest culprit, however, is a large graphic or several small graphics on a single page.<span class=\"footnote\" id=\"cadden_1.0-fn07_120\"><\/span><a class=\"footnote\" title=\"Efraim Turban et al., Electronic Commerce: A Managerial Perspective (Upper Saddle River, NJ: Pearson Prentice Hall, 2008), 755.\" id=\"return-footnote-70-133\" href=\"#footnote-70-133\" aria-label=\"Footnote 133\"><sup class=\"footnote\">[133]<\/sup><\/a> There are ways around this, known by any credible website designer. The impact of \u201cslow down\u201d features should be tested before the site launches and monitored afterwards.<span class=\"footnote\" id=\"cadden_1.0-fn07_121\"><a class=\"footnote\" title=\"Imad Mouline, \u201cIs Your Website Fast Enough for Your Customers?,\u201d CNN Money, August 27, 2010, accessed June 1, 2012, http:\/\/tech.fortune.cnn.com\/2010\/04\/27\/is-your-website-fast -enough-for-your-customers\/#more-24083\" id=\"return-footnote-70-134\" href=\"#footnote-70-134\" aria-label=\"Footnote 134\"><sup class=\"footnote\">[134]<\/sup><\/a><\/span> The small business owner can take advantage of some of the popular tools that are available, usually for free, to measure a company\u2019s website speed: <a class=\"link\" target=\"_blank\" href=\"http:\/\/yslow.org\/\" rel=\"noopener noreferrer\">YSlow<\/a> (a Firefox extension); <a class=\"link\" target=\"_blank\" href=\"https:\/\/developers.google.com\/speed\/pagespeed\/\" rel=\"noopener noreferrer\">Google Page Speed<\/a> (a Firefox add-on); or <a class=\"link\" target=\"_blank\" href=\"http:\/\/www.google.com\/webmasters\/tools\/\" rel=\"noopener noreferrer\">Webmaster Tools<\/a>.<span class=\"footnote\" id=\"cadden_1.0-fn07_122\"><a class=\"footnote\" title=\"\u201cGoogle Finally Sets the Record Straight: Website Speed Is a Legit Search Ranking Factor,\u201d Linkbuilding.net, June 13, 2010, accessed December 1, 2011, linkbuilding.net\/2010\/06\/13\/google-finally-sets-the-record-straight-website-speed-is-a-legit -search-ranking-factor\" id=\"return-footnote-70-135\" href=\"#footnote-70-135\" aria-label=\"Footnote 135\"><sup class=\"footnote\">[135]<\/sup><\/a><a class=\"footnote\" title=\"\u201cImproving Site Speed and Load Times,\u201d Optimum7.com, April 6, 2010, December 7, 2011, www.optimum7.com\/internet-marketing\/website -speed\/improving-site-speed-and-load-time.html\" id=\"return-footnote-70-136\" href=\"#footnote-70-136\" aria-label=\"Footnote 136\"><sup class=\"footnote\">[136]<\/sup><\/a><\/span> Once the problem areas have been identified, steps can be taken to make improvements. The goal is to have an interesting and speedy site.<\/p>\n<div class=\"key_takeaways editable block\" id=\"cadden_1.0-ch07_s05_s07_s11_n01\">\n<div class=\"textbox key-takeaways\">\n<h3 itemprop=\"educationalUse\">Key Takeaways<\/h3>\n<ul id=\"cadden_1.0-ch07_s05_s07_s11_l01\" class=\"itemizedlist\">\n<li>The key element in the marketing mix is the product. Without it, price, promotion, and place are moot.<\/li>\n<li>All products and services have three layers: core, augmented, and symbolic.<\/li>\n<li>All small businesses have a product mix, the selection of products or services that is offered to the marketplace.<\/li>\n<li>Product selection is a key element for online success because some products will sell better online than others.<\/li>\n<li>Product design is the principal reason for emotional attachment or detachment relative to a product, a service, or an experience. It presents a powerful way to differentiate and position a company\u2019s products and services.<\/li>\n<li>The product or service package communicates both emotional and functional benefits to the buyer, and it can be an important means of product differentiation.<\/li>\n<li>A company\u2019s brand is probably its most important asset.<\/li>\n<li>The product life cycle refers to a product\u2019s life span.<\/li>\n<li>A company\u2019s website is part of its product or service. Website objectives must be developed and decisions must be made about the fundamental design elements of layout, color, typography, graphics, interactivity, usability, content, product display, and performance.<\/li>\n<\/ul>\n<\/div>\n<\/div>\n<div class=\"exercises editable block\" id=\"cadden_1.0-ch07_s05_s07_s11_n02\">\n<div class=\"textbox exercises\">\n<h3 itemprop=\"educationalUse\">Exercises<\/h3>\n<ol id=\"cadden_1.0-ch07_s05_s07_s11_l02\" class=\"orderedlist\">\n<li>Go to \u201cHow to Rate a Web Site\u201d at <a class=\"link\" target=\"_blank\" href=\"http:\/\/www.newentrepreneur.com\/Resources\/Articles\/Rate_a_Web_Site\/rate_a_web_site.html\" rel=\"noopener noreferrer\">www.newentrepreneur.com\/Resources\/Articles\/Rate_a_Web_Site\/rate_a_web_site.html<\/a> and download the Web Site Scorecard. Select two small business websites or use the websites specified by your professor. Working with the \u201cHow to Rate a Web Site\u201d article and the Web Site Scorecard, evaluate the two sites. Be sure to note your impressions about the site\u2019s performance in each area.<\/li>\n<li>The Mill has a very basic website: the store\u2019s location, hours, and some of the menu. Emily&#8217;s son, Robert, has extensive experience with website design. How do you think he would advise his mother on fully using the website for competitive advantage?<\/li>\n<li>\n<p class=\"para\">For each of the following, describe the core, augmented, and symbolic layers.<\/p>\n<ol id=\"cadden_1.0-ch07_s05_s07_s11_l03\" class=\"orderedlist\">\n<li>a gift shop<\/li>\n<li>a dry cleaner<\/li>\n<li>a dance studio<\/li>\n<li>highway paving materials<\/li>\n<\/ol>\n<\/li>\n<li>Some marketers believe that product performance (functions) makes the most difference when consumers evaluate products. Other marketers maintain that the looks, feel, and other design elements of products (form) are what really make the difference. <em class=\"emphasis\">Make the case<\/em>: Product functionality is the key to brand success OR product design is the key to product success.<span class=\"footnote\" id=\"cadden_1.0-fn07_123\"><a class=\"footnote\" title=\"Philip Kotler and Kevin Lane Kotler, Marketing Management (Upper Saddle River, NJ: Pearson Prentice Hall, 2009), 343.\" id=\"return-footnote-70-137\" href=\"#footnote-70-137\" aria-label=\"Footnote 137\"><sup class=\"footnote\">[137]<\/sup><\/a><\/span><\/li>\n<\/ol>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<div class=\"section\" id=\"cadden_1.0-ch07_s06\" xml:lang=\"en\">\n<h1 class=\"title editable block\">Marketing Strategy and Price<\/h1>\n<div class=\"learning_objectives editable block\" id=\"cadden_1.0-ch07_s06_n01\">\n<div class=\"textbox learning-objectives\">\n<h3 itemprop=\"educationalUse\">Learning Objectives<\/h3>\n<ol id=\"cadden_1.0-ch07_s06_l01\" class=\"orderedlist\">\n<li>Understand the role of price in the marketing mix and to a company.<\/li>\n<li>Understand the different pricing strategies that a small business can follow.<\/li>\n<li>Understand price-quality signaling and its importance to the pricing decision.<\/li>\n<li>Understand that the price of a product or a service lets customers know what to expect from a business.<\/li>\n<\/ol>\n<\/div>\n<\/div>\n<p id=\"cadden_1.0-ch07_s06_p01\" class=\"para editable block\">Marketing, whether online or onground, is the only activity that generates revenue for most small businesses, and the price element in the marketing mix accounts for that. <a class=\"glossary-term\" aria-haspopup=\"dialog\" aria-describedby=\"definition\" href=\"#term_70_1111\"><em><strong>Price<\/strong><\/em><\/a> can be defined very narrowly as the amount of money charged for a product or a service. However, price is really more than that. It is \u201cthe sum of all values (such as money, time, energy, and psychic cost) that buyers exchange for the benefits of having or using a good or service.\u201d<span class=\"footnote\" id=\"cadden_1.0-fn07_124\"><a class=\"footnote\" title=\"Judy Strauss and Raymond Frost, E-Marketing (Upper Saddle River, NJ: Pearson Prentice Hall, 2009), 233.\" id=\"return-footnote-70-138\" href=\"#footnote-70-138\" aria-label=\"Footnote 138\"><sup class=\"footnote\">[138]<\/sup><\/a><\/span> Ultimately, the meaning of price will depend on the viewpoints of the buyer and the seller.<span class=\"footnote\" id=\"cadden_1.0-fn07_125\"><a class=\"footnote\" title=\"Judy Strauss and Raymond Frost, E-Marketing (Upper Saddle River, NJ: Pearson Prentice Hall, 2009), 233.\" id=\"return-footnote-70-139\" href=\"#footnote-70-139\" aria-label=\"Footnote 139\"><sup class=\"footnote\">[139]<\/sup><\/a><\/span><\/p>\n<p id=\"cadden_1.0-ch07_s06_p02\" class=\"para editable block no-indent\">Deciding on a price for its products or services is one of the most important decisions that a small business will make. The price of a product or a service must be a price that the company\u2019s target market is willing to pay and a price that generates a profit for the company. If this is not the case, the business will not be around for long.&#8221;<span class=\"footnote\" id=\"cadden_1.0-fn07_126\"><a class=\"footnote\" title=\"Pricing a Product or Service,\u201d Small Business Notes, accessed June 1, 2012, http:\/\/www.smallbusinessnotes.com\/marketing-your-business\/pricing-a-product-or-service.html\" id=\"return-footnote-70-140\" href=\"#footnote-70-140\" aria-label=\"Footnote 140\"><sup class=\"footnote\">[140]<\/sup><\/a><\/span><\/p>\n<p id=\"cadden_1.0-ch07_s06_p03\" class=\"para editable block no-indent\">Choosing the right pricing strategy is not an easy thing to do because there are so many factors involved. For example, competition, suppliers, the availability of substitute products or services, the target market, the image and reputation of a business, cost and profit objectives, operating costs, government regulation, and differentiation and positioning decisions will all impact price. Pricing is a complex activity, often seen as an art rather than a science. For small businesses that are marketing or want to market online, pricing strategies are even more complicated. For example, online buyers have increasing power that leads to control over pricing in some instances (e.g., online bidding on eBay). There is also <a class=\"glossary-term\" aria-haspopup=\"dialog\" aria-describedby=\"definition\" href=\"#term_70_1530\"><strong>price transparency<\/strong><\/a> where buyers and sellers can easily and quickly view and compare prices for products sold online, and some companies use <a class=\"glossary-term\" aria-haspopup=\"dialog\" aria-describedby=\"definition\" href=\"#term_70_1529\"><strong>dynamic pricing<\/strong><\/a>.<span class=\"footnote\" id=\"cadden_1.0-fn07_127\"><a class=\"footnote\" title=\"Judy Strauss and Raymond Frost, E-Marketing (Upper Saddle River, NJ: Pearson Prentice Hall, 2009), 233.\" id=\"return-footnote-70-141\" href=\"#footnote-70-141\" aria-label=\"Footnote 141\"><sup class=\"footnote\">[141]<\/sup><\/a><\/span><\/p>\n<p id=\"cadden_1.0-ch07_s06_p04\" class=\"para editable block no-indent\">There are several pricing strategies available to the small business owner. However, having the lowest price is not typically a strong position for small businesses because larger competitors can easily destroy any small business that is trying to compete on price alone.<span class=\"footnote\" id=\"cadden_1.0-fn07_128\"><a class=\"footnote\" title=\"Darrell Zahorsky, \u201cPricing Strategies for Small Business,\u201d About.com, accessed December 1, 2011, sbinformation.about.com\/cs\/bestpractices\/a\/aa112402a.htm\" id=\"return-footnote-70-142\" href=\"#footnote-70-142\" aria-label=\"Footnote 142\"><sup class=\"footnote\">[142]<\/sup><\/a><\/span> Think Walmart. The best choice for a small business will be the strategy that helps the business reach its sales and profit objectives, enhances the reputation of the company, satisfies the target market, and sends the correct price-quality signal. <em><strong><a class=\"glossary-term\" aria-haspopup=\"dialog\" aria-describedby=\"definition\" href=\"#term_70_1112\">Price-quality signaling<\/a><\/strong><\/em> occurs when the cost of a good or a service reflects the perceived quality of that product or service.<span class=\"footnote\" id=\"cadden_1.0-fn07_129\"><a class=\"footnote\" title=\"Dana Griffin, \u201cPricing Strategy Theory,\u201d Chron.com, accessed December 1, 2011, smallbusiness.chron.com\/pricing-strategy-theory-1106.html\" id=\"return-footnote-70-143\" href=\"#footnote-70-143\" aria-label=\"Footnote 143\"><sup class=\"footnote\">[143]<\/sup><\/a><\/span> However, pricing objectives must be formulated before a pricing strategy can be selected.<\/p>\n<div class=\"section\" id=\"cadden_1.0-ch07_s06_s01\">\n<h2 class=\"title editable block\">Pricing Objectives<\/h2>\n<p id=\"cadden_1.0-ch07_s06_s01_p01\" class=\"para editable block\"><em><strong><a class=\"glossary-term\" aria-haspopup=\"dialog\" aria-describedby=\"definition\" href=\"#term_70_1113\">Pricing objectives<\/a><\/strong><\/em> (i.e., what the company wants to accomplish with its pricing strategy) should be related to a company\u2019s objectives and should follow the decision about where a company wants to position its products or services.<a class=\"footnote\" title=\"Philip Kotler and Kevin Lane Keller, Marketing Management (Upper Saddle River, NJ: Pearson Prentice Hall, 2009), 383.\" id=\"return-footnote-70-144\" href=\"#footnote-70-144\" aria-label=\"Footnote 144\"><sup class=\"footnote\">[144]<\/sup><\/a> Different small businesses in the same industry may have different pricing objectives based on size of the business; in-house capabilities; and whether the focus is on profit, sales, or government action.<span class=\"footnote\" id=\"cadden_1.0-fn07_131\"><a class=\"footnote\" title=\"Dana-Nicoleta Lascu and Kenneth E. Clow, Essentials of Marketing (Mason, OH: Atomic Dog Publishing, 2007), 358\u201359.\" id=\"return-footnote-70-145\" href=\"#footnote-70-145\" aria-label=\"Footnote 145\"><sup class=\"footnote\">[145]<\/sup><\/a><\/span><\/p>\n<ul id=\"cadden_1.0-ch07_s06_s01_l01\" class=\"itemizedlist editable block\">\n<li><strong class=\"emphasis bold\">Sales-based objectives.<\/strong> Increasing sales volume and market share relative to the competition may involve <em><strong><a class=\"glossary-term\" aria-haspopup=\"dialog\" aria-describedby=\"definition\" href=\"#term_70_1114\">penetration pricing<\/a><\/strong><\/em>, where a business prices a new product below that of the competition to quickly penetrate the market at the competitor\u2019s expense, acquire a large market share, and then gradually raise the price. This objective might be appropriate for a small business that is introducing a new product or service to a very competitive marketplace.<\/li>\n<li><strong class=\"emphasis bold\">Profit-maximization objectives.<\/strong> Quickly recovering the costs of product development while providing customer value may involve <em><strong><a class=\"glossary-term\" aria-haspopup=\"dialog\" aria-describedby=\"definition\" href=\"#term_70_1115\">price skimming<\/a><\/strong><\/em>, where a new product is priced higher than that of the competition to maximize profit. This objective would work for a small business with customers who are more concerned with quality, uniqueness, and status rather than price. However, a product\u2019s image and quality must warrant the high price.<\/li>\n<li><strong class=\"emphasis bold\">Status-quo-based objectives.<\/strong> Used to minimize the impact of competitors, government, or channel members and to avoid a sales decline, these objectives are reactive rather than proactive, so they should be adopted for the short term only. Small businesses must be able to meet the needs of their target market.<\/li>\n<\/ul>\n<\/div>\n<div class=\"section\" id=\"cadden_1.0-ch07_s06_s02\">\n<h2 class=\"title editable block\">Pricing Strategy<\/h2>\n<p id=\"cadden_1.0-ch07_s06_s02_p01\" class=\"para editable block\">Once the pricing objectives are set, a small business must determine a pricing strategy. The small business owner can consider a variety of approaches. Discount pricing, cost-based pricing, prestige pricing, even-odd pricing, and geographic pricing are discussed here. In general, traditional pricing strategies can also be applied to the online environment.<span class=\"footnote\" id=\"cadden_1.0-fn07_132\"><\/span><a class=\"footnote\" title=\"Judy Strauss and Raymond Frost, E-Marketing (Upper Saddle River, NJ: Pearson Prentice Hall, 2009), 247.\" id=\"return-footnote-70-146\" href=\"#footnote-70-146\" aria-label=\"Footnote 146\"><sup class=\"footnote\">[146]<\/sup><\/a> How goods and services are priced tells consumers a lot about what to expect from a small business.<\/p>\n<div class=\"section\" id=\"cadden_1.0-ch07_s06_s02_s01\">\n<h2 class=\"title editable block\">Discount Pricing<\/h2>\n<p id=\"cadden_1.0-ch07_s06_s02_s01_p01\" class=\"para editable block\">A small business might choose discount pricing, offering quantity discounts to customers who buy in large quantities.<span class=\"footnote\" id=\"cadden_1.0-fn07_133\"><a class=\"footnote\" title=\"Diane Watkins, \u201cWhat Is Discount Pricing Strategy?,\u201d Chron.com, accessed December 1, 2011, smallbusiness.chron.com\/discount-pricing-strategy-794.html\" id=\"return-footnote-70-147\" href=\"#footnote-70-147\" aria-label=\"Footnote 147\"><sup class=\"footnote\">[147]<\/sup><\/a><\/span> if it is looking to drive traffic and sales short term or if it wants to be permanently seen as the value leader in an industry.<span class=\"footnote\" id=\"cadden_1.0-fn07_134\"><a class=\"footnote\" title=\"Rick Suttle, \u201cIndustry Pricing Strategy,\u201d Chron.com, accessed December 1, 2011, smallbusiness.chron.com\/industry-pricing-strategy-4684.html\" id=\"return-footnote-70-148\" href=\"#footnote-70-148\" aria-label=\"Footnote 148\"><sup class=\"footnote\">[148]<\/sup><\/a><\/span> Discount pricing is used with customers who buy in large quantities, customers who buy during off-peak times (seasonal), promotions used to increase traffic, and <a class=\"glossary-term\" aria-haspopup=\"dialog\" aria-describedby=\"definition\" href=\"#term_70_1116\"><strong>loss leaders<\/strong><\/a> (products that are discounted to get customers in the door in the hope that they will also buy more profitable products). Discount pricing can be used in the online environment in ways similar to brick-and-mortar stores. If the discounting is short term, inventory can be reduced, and revenues are increased temporarily.<span class=\"footnote\" id=\"cadden_1.0-fn07_135\"><a class=\"footnote\" title=\"Diane Watkins, \u201cWhat Is Discount Pricing Strategy?,\u201d Chron.com, accessed December 1, 2011, smallbusiness.chron.com\/discount-pricing-strategy-794.html\" id=\"return-footnote-70-149\" href=\"#footnote-70-149\" aria-label=\"Footnote 149\"><sup class=\"footnote\">[149]<\/sup><\/a><\/span> An important disadvantage, however, is that customers often associate low price with low quality, particularly if a brand name is unfamiliar. A discount pricing strategy could lead to a product or a service being perceived as low quality. Also, price reductions can be easily matched by the competition, eliminating any but the earliest advantage.<span class=\"footnote\" id=\"cadden_1.0-fn07_136\"><a class=\"footnote\" title=\"Diane Watkins, \u201cWhat Is Discount Pricing Strategy?,\u201d Chron.com, accessed December 1, 2011, smallbusiness.chron.com\/discount-pricing-strategy-794.html\" id=\"return-footnote-70-150\" href=\"#footnote-70-150\" aria-label=\"Footnote 150\"><sup class=\"footnote\">[150]<\/sup><\/a><\/span><\/p>\n<\/div>\n<div class=\"section\" id=\"cadden_1.0-ch07_s06_s02_s02\">\n<h2 class=\"title editable block\">Cost-Based Pricing<\/h2>\n<p id=\"cadden_1.0-ch07_s06_s02_s02_p01\" class=\"para editable block\"><em><strong><a class=\"glossary-term\" aria-haspopup=\"dialog\" aria-describedby=\"definition\" href=\"#term_70_1117\">Cost-based pricing<\/a><\/strong><\/em> is a very simple approach. A company figures out how much it costs to make a product or deliver a service and then sets the price by adding a profit to the cost<span class=\"footnote\" id=\"cadden_1.0-fn07_137\">.<\/span> For example, if it costs a small toy manufacturer $10 to make its signature stuffed animal (taking into account fixed and variable costs) and the company wants a 20 percent profit per unit, the price to the retailer will be $12.<span class=\"footnote\" id=\"cadden_1.0-fn07_138\"><a class=\"footnote\" title=\"\u201cCost-Based Pricing,\u201d Small Business Notes, accessed December 1, 2011, www.smallbusinessnotes.com\/marketing-your-business\/cost-based-pricing.html\" id=\"return-footnote-70-151\" href=\"#footnote-70-151\" aria-label=\"Footnote 151\"><sup class=\"footnote\">[151]<\/sup><\/a><\/span><\/p>\n<p id=\"cadden_1.0-ch07_s06_s02_s02_p02\" class=\"para editable block no-indent\">Cost-based pricing is very easy to use. It is flexible (allowing different profit percentages to be added to different product lines), allows for easy price adjustments if costs go up or down, and is simple to calculate. On the downside, cost-based pricing ignores product demand, what the competition is doing with pricing, and positioning, and it provides no incentive for cost efficiencies.<span class=\"footnote\" id=\"cadden_1.0-fn07_139\"><a class=\"footnote\" title=\"\u201cThe Highs And Lows of Cost-Based Pricing,\u201d Fiona Mackenzie, August 26, 2009, December 1, 2011, fionamackenzie.com.au\/pricing-strategy\/the-highs-and-lows-of -cost-based-pricing.html\" id=\"return-footnote-70-152\" href=\"#footnote-70-152\" aria-label=\"Footnote 152\"><sup class=\"footnote\">[152]<\/sup><\/a><a class=\"link\" target=\"_blank\" href=\"http:\/\/fionamackenzie.com.au\/pricing-strategy\/the-highs-and-lows-of-cost-based-pricing.html\" rel=\"noopener noreferrer\"><\/a><\/span><\/p>\n<\/div>\n<div class=\"section\" id=\"cadden_1.0-ch07_s06_s02_s03\">\n<h2 class=\"title editable block\">Prestige Pricing<\/h2>\n<p id=\"cadden_1.0-ch07_s06_s02_s03_p01\" class=\"para editable block\"><a class=\"glossary-term\" aria-haspopup=\"dialog\" aria-describedby=\"definition\" href=\"#term_70_1118\"><em><strong>Prestige pricing<\/strong><\/em><\/a> (or premium pricing) taps into the belief that a high price means high quality. Although this relationship exists in many instances, it is not true in all cases. Nonetheless, prestige pricing is \u201ca strategy based on the premise that consumers will feel that products below a particular price will have inferior quality and will not convey a desired status and image.\u201d<span class=\"footnote\" id=\"cadden_1.0-fn07_140\"><a class=\"footnote\" title=\"Dana-Nicoleta Lascu and Kenneth E. Clow, Essentials of Marketing (Mason, OH: Atomic Dog Publishing), 358\u201359.\" id=\"return-footnote-70-153\" href=\"#footnote-70-153\" aria-label=\"Footnote 153\"><sup class=\"footnote\">[153]<\/sup><\/a><\/span> A small children\u2019s clothing store that carries only top-of-the-line merchandise would use a prestige pricing strategy. Clothing from this store would be seen as having a higher perceived value than clothing from Macy\u2019s but perhaps comparable in value to clothing from Bloomingdale\u2019s, Nordstrom, or Neiman-Marcus.<\/p>\n<p id=\"cadden_1.0-ch07_s06_s02_s03_p02\" class=\"para editable block no-indent\">Prestige pricing can be very effective at improving brand identity in a particular market. However, it is not typically used when there is direct competition because such competition tends to have a downward effect on pricing. Unique products usually have the best chance of succeeding with prestige pricing.<span class=\"footnote\" id=\"cadden_1.0-fn07_141\"><a class=\"footnote\" title=\"Lisa Magloff, \u201cWhat Is Premium Pricing Strategy?,\u201d Chron.com, accessed December 1, 2011, smallbusiness.chron.com\/premium-pricing-strategy-1107.html\" id=\"return-footnote-70-154\" href=\"#footnote-70-154\" aria-label=\"Footnote 154\"><sup class=\"footnote\">[154]<\/sup><\/a><\/span><\/p>\n<\/div>\n<div class=\"section\" id=\"cadden_1.0-ch07_s06_s02_s04\">\n<h2 class=\"title editable block\">Even-Odd Pricing<\/h2>\n<p id=\"cadden_1.0-ch07_s06_s02_s04_p01\" class=\"para editable block\">Also known as the \u201cnine and zero effect,\u201d<span class=\"footnote\" id=\"cadden_1.0-fn07_142\"><a class=\"footnote\" title=\"Ivana Taylor, \u201c8 Pricing Strategies You Can Implement Right Now,\u201d August 19, 2008, accessed December 1, 2011, Small Business Trends, smallbiztrends.com\/2008\/08\/8-pricing-strategies-you-can-implement-right-now.html\" id=\"return-footnote-70-155\" href=\"#footnote-70-155\" aria-label=\"Footnote 155\"><sup class=\"footnote\">[155]<\/sup><\/a><\/span> <a class=\"glossary-term\" aria-haspopup=\"dialog\" aria-describedby=\"definition\" href=\"#term_70_1119\"><em><strong>Even-odd pricing<\/strong><\/em><\/a> can be used to communicate quality or value. It assumes that consumers are not perfectly rational, which is true. Emotion plays a much larger role in consumer behavior than rationality.<\/p>\n<p id=\"cadden_1.0-ch07_s06_s02_s04_p02\" class=\"para editable block no-indent\">Even-numbered pricing, or setting selling prices in whole numbers (e.g., $20), conveys a higher-quality image. A small, high-end gift shop, for example, would use even pricing for most if not all its products, with odd-numbered prices (e.g., $18.97) used for products that are on sale. Odd-numbered prices give consumers the impression that they are getting a great value. It is a psychological effect with no basis in logic. But it does work in practice.<\/p>\n<\/div>\n<div class=\"section\" id=\"cadden_1.0-ch07_s06_s02_s05\">\n<h2 class=\"title editable block\">Geographic Pricing<\/h2>\n<p id=\"cadden_1.0-ch07_s06_s02_s05_p01\" class=\"para editable block\">Some small companies will use a <em><strong><a class=\"glossary-term\" aria-haspopup=\"dialog\" aria-describedby=\"definition\" href=\"#term_70_1120\">geographic pricing<\/a><\/strong><\/em> strategy. This pricing strategy takes the geographic location of a customer into consideration, the rationale being that distribution can increase product delivery costs and thus the cost of the product.<span class=\"footnote\" id=\"cadden_1.0-fn07_143\"><\/span><a class=\"footnote\" title=\"Dana-Nicoleta Lascu and Kenneth E. Clow, Essentials of Marketing (Mason, OH: Atomic Dog Publishing), 369.\" id=\"return-footnote-70-156\" href=\"#footnote-70-156\" aria-label=\"Footnote 156\"><sup class=\"footnote\">[156]<\/sup><\/a> Taxes, the cost of advertising, competitors who benefit from government subsidies, consumer demand, differences in costs of living, and the general cost of doing business are other factors that enter into the decision to use geographic pricing. Small businesses that sell outside the United States would likely encounter the need for geographic pricing. This strategy might also be appropriate when selling in different states.<\/p>\n<div class=\"textbox key-takeaways\">\n<h3 itemprop=\"educationalUse\">Key Takeaways<\/h3>\n<ul id=\"cadden_1.0-ch07_s06_s02_s05_l01\" class=\"itemizedlist\">\n<li>Marketing is the only activity that generates revenue for most small businesses.<\/li>\n<li>Price accounts for revenue.<\/li>\n<li>Determining a price for its products or services is one of the most important decisions that a small business will make.<\/li>\n<li>There are many factors involved in choosing the right pricing strategy.<\/li>\n<li>Having the lowest price is not typically a strong position for small businesses.<\/li>\n<li>Pricing objectives should be created before a pricing strategy is selected.<\/li>\n<li>In general, traditional pricing strategies can be applied to the online environment.<\/li>\n<li>Discount pricing, cost-based pricing, prestige pricing, even-odd pricing, and geographic pricing are pricing strategies that can be considered by a small business.<\/li>\n<li>How goods and services are priced tells consumers a lot about what to expect from a small business.<\/li>\n<\/ul>\n<\/div>\n<p>&nbsp;<\/p>\n<div class=\"exercises editable block\" id=\"cadden_1.0-ch07_s06_s02_s05_n02\">\n<div class=\"textbox exercises\">\n<h3 itemprop=\"educationalUse\">Exercises<\/h3>\n<ol id=\"cadden_1.0-ch07_s06_s02_s05_l02\" class=\"orderedlist\">\n<li>The Mill is planning to significantly expand its takeout business. Currently, customers come into the restaurant and order from the menu. With the new Summerside facility and website, customers will be able to order online or fax an order to the restaurant. Emily and Robert have been arguing over how to structure the takeout portion of their operations. Emily wants to maintain the approach where customers order items from the menu. Robert believes that in today\u2019s world, it would be more convenient for customers to order complete prepackaged meals. Mother and son have argued about the nature of these meals. Emily has suggests a limited number of standard meals that could be prepared during the day and sold in the evening when commuters are returning home. However, this might mean that excess inventory would be built up on unwanted items. Robert wants to offer greater variety. These would include a main course, two side dishes, and a dessert. Because there could be a large number of combinations, most would have to be made after the receipt of an order. The \u201crush\u201d to make these meals would drive up costs. How would you go about pricing these two types of meals?<\/li>\n<li>Visit two small businesses\u2014one that you think would use even-numbered pricing and one that you think would use odd-numbered pricing. Were you right? If not, how would you describe their pricing strategies? Be as specific as you can.<\/li>\n<li>Visit <a class=\"link\" target=\"_blank\" href=\"http:\/\/www.napastyle.com\/home.jsp\" rel=\"noopener noreferrer\">NapaStyle<\/a>, and analyze its pricing strategy.<\/li>\n<li>Select a product or a service that you purchased recently from an onground small business and an online small business. The two businesses should be different. Evaluate the price that you paid. What appears to be the pricing strategy of each business? Do you think the price was fair? Why or why not? How would you assess the value that you received for the price you paid?<span class=\"footnote\" id=\"cadden_1.0-fn07_144\">Adapted from David L. Kurtz, <em class=\"emphasis\">Contemporary Business<\/em> (Hoboken, NJ: John Wiley &amp; Sons, 2011), 488.<\/span> <em class=\"emphasis\">Tip<\/em>: If you are not sure whether an online business can be considered a small business, type in the name of the business plus \u201ccorporate HQ\u201d into Google or your preferred search engine. The search should return results that include the number of employees. As long as the company has fewer than five hundred employees, you are all set.<\/li>\n<\/ol>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<div class=\"section\" id=\"cadden_1.0-ch07_s07\" xml:lang=\"en\">\n<h1 class=\"title editable block\">Marketing Strategy and Place<\/h1>\n<div class=\"learning_objectives editable block\" id=\"cadden_1.0-ch07_s07_n01\">\n<div class=\"textbox learning-objectives\">\n<h3 itemprop=\"educationalUse\">Learning Objectives<\/h3>\n<ol id=\"cadden_1.0-ch07_s07_l01\" class=\"orderedlist\">\n<li>Understand the role of place in the marketing mix and the importance of place to a company.<\/li>\n<li>Understand the different distribution strategies that a small business can follow.<\/li>\n<li>Explain the importance of logistics to small businesses.<\/li>\n<\/ol>\n<\/div>\n<\/div>\n<p id=\"cadden_1.0-ch07_s07_p01\" class=\"para editable block\">No matter how great a product or a service may be, customers cannot buy it unless it is made available to them onground or online or both. This is the role of the <a class=\"glossary-term\" aria-haspopup=\"dialog\" aria-describedby=\"definition\" href=\"#term_70_1121\"><em><strong>place<\/strong><\/em><\/a>\u00a0in the marketing mix\u2014to get a product or a service to the target market at a reasonable cost and at the right time. Channels of distribution must be selected, and the physical distribution of goods must be managed <span class=\"footnote\" id=\"cadden_1.0-fn07_145\"><a href=\"http:\/\/2012books.lardbucket.org\/attribution.html?utm_source=citation\">[citation redacted per publisher request]<\/a>.<\/span><\/p>\n<div class=\"section\" id=\"cadden_1.0-ch07_s07_s01\">\n<h2 class=\"title editable block\">Channels of Distribution<\/h2>\n<p id=\"cadden_1.0-ch07_s07_s01_p01\" class=\"para editable block\">A small business may choose the direct, retail, wholesale, service, or hybrid channels. In general, business-to-business (B2B) distribution channels parallel those of business-to-consumer (B2C) businesses.<\/p>\n<div class=\"figure large large-height editable block\" id=\"cadden_1.0-ch07_s07_s01_f01\">\n<h3 class=\"title\">Figure 17.6 Channels of Distribution<\/h3>\n<p><img decoding=\"async\" src=\"http:\/\/pressbooks.library.upei.ca\/smallbusinessmanagement\/wp-content\/uploads\/sites\/23\/2018\/12\/240dab016df267f379c7ed942e685749.jpg\" alt=\"image\" \/><\/p>\n<\/div>\n<div class=\"section\" id=\"cadden_1.0-ch07_s07_s01_s01\">\n<h2 class=\"title editable block\">Direct Channel<\/h2>\n<p id=\"cadden_1.0-ch07_s07_s01_s01_p01\" class=\"para editable block\">Many small businesses use the <a class=\"glossary-term\" aria-haspopup=\"dialog\" aria-describedby=\"definition\" href=\"#term_70_1536\">direct channel<\/a>. The direct channel involves selling directly to the final consumer with no <a class=\"glossary-term\" aria-haspopup=\"dialog\" aria-describedby=\"definition\" href=\"#term_70_1537\">intermediaries<\/a>. The direct channel provides close contact with the customer and full control of all aspects related to the marketing of a company\u2019s products.<span class=\"footnote\" id=\"cadden_1.0-fn07_146\"><a class=\"footnote\" title=\"Dana-Nicoleta Lascu and Kenneth E. Clow, Essentials of Marketing (Mason, OH: Atomic Dog Publishing, 2007), 300.\" id=\"return-footnote-70-157\" href=\"#footnote-70-157\" aria-label=\"Footnote 157\"><sup class=\"footnote\">[157]<\/sup><\/a><\/span> The Sugar Bakery &amp; Sweet Shop in East Haven, Connecticut (winner of the Food Network\u2019s 2010 \u201cCupcake Wars\u201d), uses the direct channel, as does the local farmer when selling fruits and vegetables to the local population. Michael Dell started out by selling computers from his dorm room, and the founders of Nantucket Nectars began their business by selling their home-brewed fruit drinks to boaters in Nantucket Harbor<span class=\"footnote\" id=\"cadden_1.0-fn07_147\">.<\/span> Many B2B sellers also use the direct channel. Consolidated Industries, Inc., for example, sells helicopter parts directly to Sikorsky Aircraft and airline parts directly to Boeing.<\/p>\n<div class=\"video editable block\" id=\"cadden_1.0-ch07_s07_s01_s01_n01\">\n<h3 class=\"title\">Video Clip 17.14\u00a0Sugar Bakery &amp; Sweet Shop<\/h3>\n<p><iframe loading=\"lazy\" id=\"oembed-11\" title=\"Sugar Bakery&#39;s Audition Tape for Cupcake wars!\" width=\"500\" height=\"281\" src=\"https:\/\/www.youtube.com\/embed\/Hpsol0zYjnA?feature=oembed&#38;rel=0\" frameborder=\"0\" allowfullscreen=\"allowfullscreen\"><\/iframe><\/p>\n<p class=\"para\">The story of the winner of the Food Network\u2019s 2010 \u201cCupcake Wars.\u201d<\/p>\n<\/div>\n<div class=\"callout block\" id=\"cadden_1.0-ch07_s07_s01_s01_n02\">\n<h3 class=\"title\">Video Link 17.4\u00a0iPhone App Beefs Up Sausage Sales<\/h3>\n<p id=\"cadden_1.0-ch07_s07_s01_s01_p02\" class=\"para\">How an iPhone app has made business easier and better for a mobile sausage vendor.<\/p>\n<p id=\"cadden_1.0-ch07_s07_s01_s01_p03\" class=\"para\"><a class=\"link\" target=\"_blank\" href=\"http:\/\/money.cnn.com\/video\/technology\/2010\/09\/16\/t_turnaround_lets_be_frank_square.cnnmoney\" rel=\"noopener noreferrer\">money.cnn.com\/video\/technology\/2010\/09\/16\/t_turnaround_lets_be_frank_square.cnnmoney<\/a><\/p>\n<\/div>\n<p id=\"cadden_1.0-ch07_s07_s01_s01_p04\" class=\"para editable block\">Service businesses use the direct channel because there is no way to do otherwise. Services are performed and consumed at the same time, so there is no role for intermediaries. Tanning salons, home repair services, legal services, real estate services, and medical services all deliver directly to the consumer. Online services are also delivered directly to the final consumer, such as <a class=\"link\" target=\"_blank\" href=\"http:\/\/www.carbonite.com\/en\" rel=\"noopener noreferrer\">Carbonite<\/a> and <a class=\"link\" target=\"_blank\" href=\"http:\/\/www.legalzoom.com\/index1x.html\" rel=\"noopener noreferrer\">Legal Zoom<\/a>.<\/p>\n<p id=\"cadden_1.0-ch07_s07_s01_s01_p05\" class=\"para editable block no-indent\">The Internet has increased the opportunities for small businesses to use the direct channel as the only means of distribution or as an additional sales channel\u00a0<span class=\"footnote\" id=\"cadden_1.0-fn07_148\"><a href=\"http:\/\/2012books.lardbucket.org\/attribution.html?utm_source=citation\">[citation redacted per publisher request]<\/a>.<\/span> For example, <a class=\"link\" target=\"_blank\" href=\"http:\/\/www.vermontteddybear.com\/Default.aspx?bhcp=1\" rel=\"noopener noreferrer\">Vermont Teddy Bear<\/a> in Shelburne, Vermont, uses the Internet as its primary sales channel. Its only other channel is its onground factory tours that are offered year-round.<\/p>\n<div class=\"video editable block\" id=\"cadden_1.0-ch07_s07_s01_s01_n03\">\n<h3 class=\"title\">Video Clip 17.15\u00a0Vermont Teddy Bear Company<\/h3>\n<p><iframe loading=\"lazy\" id=\"oembed-12\" title=\"Vermont Teddy Bear Company\" width=\"500\" height=\"375\" src=\"https:\/\/www.youtube.com\/embed\/6_xpWdb7SvE?feature=oembed&#38;rel=0\" frameborder=\"0\" allowfullscreen=\"allowfullscreen\"><\/iframe><\/p>\n<p class=\"para\">How the company started and how it has grown. It now makes 5,000 bears a day.<\/p>\n<\/div>\n<\/div>\n<div class=\"section\" id=\"cadden_1.0-ch07_s07_s01_s02\">\n<h2 class=\"title editable block\">Retail Channel<\/h2>\n<p id=\"cadden_1.0-ch07_s07_s01_s02_p01\" class=\"para editable block\">Many small businesses may choose to produce or manufacture products and distribute them to retailers for sale. This is considered an <em><strong><a class=\"glossary-term\" aria-haspopup=\"dialog\" aria-describedby=\"definition\" href=\"#term_70_1538\">indirect channel<\/a><\/strong><\/em>, because the retailer is an intermediary between the producer or manufacturer and the final consumer. If a small business that makes one-of-a-kind, handcrafted picture frames sells its frames to a picture-framing business that in turn sells the frames to its customers, this would be an example of using the retail channel. An online business that sells products made by several producers or manufacturers would also be using the retail channel\u2014and would be called an <a class=\"glossary-term\" aria-haspopup=\"dialog\" aria-describedby=\"definition\" href=\"#term_70_1539\"><strong>e-tailer<\/strong><\/a>.<\/p>\n<div class=\"video editable block\" id=\"cadden_1.0-ch07_s07_s01_s02_n01\">\n<h3 class=\"title\">Video Clip 17.16\u00a0Future Vision of Retailing<\/h3>\n<p><a href=\"https:\/\/www.youtube.com\/watch?v=hQ14_HpnBvY\">https:\/\/www.youtube.com\/watch?v=hQ14_HpnBvY<\/a><\/p>\n<p class=\"para\">Microsoft\u2019s vision of future retailing.<\/p>\n<\/div>\n<div class=\"video editable block\" id=\"cadden_1.0-ch07_s07_s01_s02_n02\">\n<h3 class=\"title\">Video Clip 17.17\u00a0YOUReality Retail Visualization Product<\/h3>\n<p><iframe loading=\"lazy\" id=\"oembed-13\" title=\"YOUReality Retail Visualization Product Video\" width=\"500\" height=\"281\" src=\"https:\/\/www.youtube.com\/embed\/JImdZ9QbMjc?feature=oembed&#38;rel=0\" frameborder=\"0\" allowfullscreen=\"allowfullscreen\"><\/iframe><\/p>\n<p class=\"para\">A new software product that enables customers to interact with products in their own space\u2014really, really cool.<\/p>\n<\/div>\n<p id=\"cadden_1.0-ch07_s07_s01_s02_p02\" class=\"para editable block\">Although selling through retailers may expand the distribution coverage to a small business\u2019s target market, the business must give up some control over pricing and promotion. In addition, the business should expect to get a wholesale price from the retailer that is significantly lower than what it would get if it sold directly to the final consumer.<\/p>\n<\/div>\n<div class=\"section\" id=\"cadden_1.0-ch07_s07_s01_s03\">\n<h2 class=\"title editable block\">Wholesale Channel<\/h2>\n<p id=\"cadden_1.0-ch07_s07_s01_s03_p01\" class=\"para editable block\"><em><strong><a class=\"glossary-term\" aria-haspopup=\"dialog\" aria-describedby=\"definition\" href=\"#term_70_1540\">Wholesalers<\/a><\/strong><\/em>, a\u00a0(large or small) business that sells to retailers, contractors, or other types of businesses but not to the general public\u00a0are also <em>intermediaries<\/em>. A wholesaler is \u201ca [large or small] business that sells to retailers, contractors, or other types of businesses (excluding farms), but not to the general public (or at least not in any significant amount).\u201d<span class=\"footnote\" id=\"cadden_1.0-fn07_150\"><a class=\"footnote\" title=\"\u201cMonthly &amp; Annual Wholesale Trade Definitions,\u201d US Census Bureau, October 22, 2010, accessed December 1, 2011, www.census.gov\/wholesale\/definitions.html\" id=\"return-footnote-70-158\" href=\"#footnote-70-158\" aria-label=\"Footnote 158\"><sup class=\"footnote\">[158]<\/sup><\/a><\/span> A small business that chooses to use wholesalers is also using an <em><strong class=\"emphasis bold\">indirect channel<\/strong><\/em> of distribution. Using a wholesaler makes sense when a business makes a product that it wants to sell in many stores that would not be easily or conveniently reachable through the direct channel or the retail channel. For example, Kathleen King\u2019s small gourmet baked goods company (now known as Tate\u2019s Bake Shop) earns much of its annual revenue from the wholesale distribution of its baked goods to approximately one hundred gourmet shops on Long Island, in New York City, and in other states.<span class=\"footnote\" id=\"cadden_1.0-fn07_151\"><\/span><a class=\"footnote\" title=\"Dana-Nicoleta Lascu and Kenneth E. Clow, Essentials of Marketing (Mason, OH: Atomic Dog Publishing, 2007), 300.\" id=\"return-footnote-70-159\" href=\"#footnote-70-159\" aria-label=\"Footnote 159\"><sup class=\"footnote\">[159]<\/sup><\/a> Her products can be viewed online at <a class=\"link\" target=\"_blank\" href=\"http:\/\/www.tatesbakeshop.com\" rel=\"noopener noreferrer\">www.tatesbakeshop.com<\/a>, and her story\u2014including some valuable business lessons that she learned along the way.<\/p>\n<div class=\"video editable block\" id=\"cadden_1.0-ch07_s07_s01_s03_n01\">\n<h3 class=\"title\">Video Clip 17.18\u00a0Tate\u2019s Bake Shop<\/h3>\n<p><iframe loading=\"lazy\" id=\"oembed-14\" title=\"Live What You Love: Tate&#39;s Bake Shop\" width=\"500\" height=\"375\" src=\"https:\/\/www.youtube.com\/embed\/xSW_tBG_CIo?feature=oembed&#38;rel=0\" frameborder=\"0\" allowfullscreen=\"allowfullscreen\"><\/iframe><\/p>\n<p class=\"para\">The story of Kathleen King\u2019s gourmet baked goods business\u2014and some important business lessons learned.<\/p>\n<\/div>\n<p id=\"cadden_1.0-ch07_s07_s01_s03_p02\" class=\"para editable block\">Although any small business that uses wholesalers will see a reduction in profit, there are several advantages to wholesaling. For example, wholesalers are able to sell and promote to more customers at a reduced cost, they can deliver more quickly to buyers because wholesalers are closer to them, and wholesalers can inventory products, thereby reducing inventory costs and risks to their suppliers and customers.<span class=\"footnote\" id=\"cadden_1.0-fn07_152\"><a class=\"footnote\" title=\"Philip Kotler and Kevin Keller, Marketing Management (Upper Saddle River, NJ: Pearson Prentice Hall, 2009), 458\u201359.\" id=\"return-footnote-70-160\" href=\"#footnote-70-160\" aria-label=\"Footnote 160\"><sup class=\"footnote\">[160]<\/sup><\/a><\/span> Small businesses that produce only one or a few products commonly use the wholesale channel of distribution. Retail outlets may not be placing orders from the small business because it is not known. The wholesaler can put the product in front of them.<span class=\"footnote\" id=\"cadden_1.0-fn07_153\"><a class=\"footnote\" title=\"Jeff Madura, Introduction to Business (St. Paul, MN: Paradigm Publishing, 2010), 445.\" id=\"return-footnote-70-161\" href=\"#footnote-70-161\" aria-label=\"Footnote 161\"><sup class=\"footnote\">[161]<\/sup><\/a><\/span><\/p>\n<\/div>\n<div class=\"section\" id=\"cadden_1.0-ch07_s07_s01_s04\">\n<h2 class=\"title editable block\">Multichannel Distribution<\/h2>\n<p id=\"cadden_1.0-ch07_s07_s01_s04_p01\" class=\"para editable block\">A small business may choose a <a class=\"glossary-term\" aria-haspopup=\"dialog\" aria-describedby=\"definition\" href=\"#term_70_1122\"><strong>multichannel distribution system<\/strong><\/a> (or hybrid channel). This channel option uses two or more channels of distribution to reach one or more customer segments, offering customers multiple purchase and communication options.<span class=\"footnote\" id=\"cadden_1.0-fn07_154\"><a class=\"footnote\" title=\"Philip Kotler and Kevin Keller, Marketing Management (Upper Saddle River, NJ: Pearson Prentice Hall, 2009), 429\" id=\"return-footnote-70-162\" href=\"#footnote-70-162\" aria-label=\"Footnote 162\"><sup class=\"footnote\">[162]<\/sup><\/a><a class=\"footnote\" title=\"Dana-Nicoleta Lascu and Kenneth E. Clow, Essentials of Marketing (Mason, OH: Atomic Dog Publishing, 2007), 303.\" id=\"return-footnote-70-163\" href=\"#footnote-70-163\" aria-label=\"Footnote 163\"><sup class=\"footnote\">[163]<\/sup><\/a><\/span> The multichannel approach offers three important advantages:<span class=\"footnote\" id=\"cadden_1.0-fn07_155\"><a class=\"footnote\" title=\"Philip Kotler and Kevin Keller, Marketing Management (Upper Saddle River, NJ: Pearson Prentice Hall, 2009), 429.\" id=\"return-footnote-70-164\" href=\"#footnote-70-164\" aria-label=\"Footnote 164\"><sup class=\"footnote\">[164]<\/sup><\/a><\/span><\/p>\n<ol id=\"cadden_1.0-ch07_s07_s01_s04_l01\" class=\"orderedlist editable block\">\n<li><strong class=\"emphasis bold\">Increased market coverage.<\/strong> More customers are able to shop for a company\u2019s product in more places, and customers who buy in more than one channel are often more profitable than one-channel customers.<\/li>\n<li><strong class=\"emphasis bold\">Lower channel cost.<\/strong> Selling by phone or online is cheaper than selling via personal visits to small customers.<\/li>\n<li><strong class=\"emphasis bold\">More customized selling.<\/strong> A technical sales force could be added to sell more complex equipment.<\/li>\n<\/ol>\n<p id=\"cadden_1.0-ch07_s07_s01_s04_p02\" class=\"para editable block\">The hybrid approach works well for small businesses. Tate\u2019s Bake Shop sells directly through its store in Southampton, New York, and online. It sells indirectly to gourmet retailers such as Sugar and Spice in Chappaqua, New York, through its wholesalers. Local restaurants also use the multichannel approach when customers can order online or by phone and then pick up the food at the restaurant.<\/p>\n<\/div>\n<\/div>\n<div class=\"section\" id=\"cadden_1.0-ch07_s07_s02\">\n<h2 class=\"title editable block\">Physical Distribution (Logistics)<\/h2>\n<p id=\"cadden_1.0-ch07_s07_s02_p01\" class=\"para editable block\"><a class=\"glossary-term\" aria-haspopup=\"dialog\" aria-describedby=\"definition\" href=\"#term_70_1123\"><strong>Physical distribution (logistics)<\/strong><\/a> involves \u201call the activities involved in the physical flow and storage of materials, semifinished goods, and finished goods to customers in a manner that is efficient and cost effective.\u201d<span class=\"footnote\" id=\"cadden_1.0-fn07_156\"><a class=\"footnote\" title=\"Dana-Nicoleta Lascu and Kenneth E. Clow, Essentials of Marketing (Mason, OH: Atomic Dog Publishing, 2007), 306.\" id=\"return-footnote-70-165\" href=\"#footnote-70-165\" aria-label=\"Footnote 165\"><sup class=\"footnote\">[165]<\/sup><\/a><\/span> Logistics can be performed by the producer or the manufacturer, intermediaries, or the customer. Deciding on the right logistics solution may be the differentiator that puts a company ahead of its competition.<span class=\"footnote\" id=\"cadden_1.0-fn07_157\"><a class=\"footnote\" title=\"Jennifer Nichols, \u201cGuide to Transportation and Logistics Companies for Small Business,\u201d Business.com, accessed December 1, 2011, www.business.com\/guides\/logistics-management-for-small-business-175\" id=\"return-footnote-70-166\" href=\"#footnote-70-166\" aria-label=\"Footnote 166\"><sup class=\"footnote\">[166]<\/sup><\/a><\/span> Logistics are relevant to both online and onground companies.<\/p>\n<p id=\"cadden_1.0-ch07_s07_s02_p02\" class=\"para editable block no-indent\">The costs of logistics can account for as much as 10\u201335 percent of a company\u2019s gross revenues, so any money that can be saved can lead to more affordable products for consumers and increased profitability. The costs will vary by several factors (e.g., industry sector, company location, and company size). Retailers that offer a wide assortment of products will spend more on logistics because transportation and storage costs will increase as the number of carried products increases.<span class=\"footnote\" id=\"cadden_1.0-fn07_158\"><a class=\"footnote\" title=\"Dana-Nicoleta Lascu and Kenneth E. Clow, Essentials of Marketing (Mason, OH: Atomic Dog Publishing, 2007), 307.\" id=\"return-footnote-70-167\" href=\"#footnote-70-167\" aria-label=\"Footnote 167\"><sup class=\"footnote\">[167]<\/sup><\/a><\/span><\/p>\n<div class=\"video editable block\" id=\"cadden_1.0-ch07_s07_s02_n01\">\n<h3 class=\"title\">Video Clip 17.19\u00a0Logistics<\/h3>\n<p><iframe loading=\"lazy\" id=\"oembed-15\" title=\"UPS  We Love Logistics Commercial\" width=\"500\" height=\"375\" src=\"https:\/\/www.youtube.com\/embed\/VCh6HnXHKRc?feature=oembed&#38;rel=0\" frameborder=\"0\" allowfullscreen=\"allowfullscreen\"><\/iframe><\/p>\n<p class=\"para\">UPS Commercial: We Love Logistics. A fun insight into what logistics are all about.<\/p>\n<\/div>\n<p id=\"cadden_1.0-ch07_s07_s02_p03\" class=\"para editable block\">Logistics involve the following four primary functions: transportation, warehousing, inventory control, and order processing.<span class=\"footnote\" id=\"cadden_1.0-fn07_159\"><a class=\"footnote\" title=\"Dana-Nicoleta Lascu and Kenneth E. Clow, Essentials of Marketing (Mason, OH: Atomic Dog Publishing, 2007), 307.\" id=\"return-footnote-70-168\" href=\"#footnote-70-168\" aria-label=\"Footnote 168\"><sup class=\"footnote\">[168]<\/sup><\/a><\/span><\/p>\n<ol id=\"cadden_1.0-ch07_s07_s02_l01\" class=\"orderedlist editable block\">\n<li><strong class=\"emphasis bold\">Transportation.<\/strong> The transportation choices for a small business will determine whether products will arrive at their destination in good condition and on time. Transportation costs will increase product price. The choices include truck, rail, air, water, and pipeline. <a class=\"xref\" href=\"#cadden_1.0-ch07_s07_s02_t01\">Table 17.1 &#8220;Characteristics of Different Modes of Transportation&#8221;<\/a> compares these choices. The selection of the best mode or combination of transportation modes depends on a variety of factors, including cost, speed, appropriateness for the type of good, dependability, and accessibility.\u00a0All these things will affect customer value and customer satisfaction.<\/li>\n<\/ol>\n<div class=\"table block\" id=\"cadden_1.0-ch07_s07_s02_t01\">\n<h3>Table 17.1 Characteristics of Different Modes of Transportation<\/h3>\n<table style=\"border-spacing: 0px;\" cellpadding=\"0\">\n<thead>\n<tr>\n<th style=\"width: 83px;\">Mode<\/th>\n<th style=\"width: 268px;\">Percentage of Total Transportation<\/th>\n<th style=\"width: 96px;\">Cost<\/th>\n<th style=\"width: 81px;\">Speed<\/th>\n<th style=\"width: 390px;\">Product Examples*<\/th>\n<\/tr>\n<\/thead>\n<tbody>\n<tr>\n<td style=\"width: 83px; text-align: center;\">Rail<\/td>\n<td style=\"width: 268px; text-align: center;\">42<\/td>\n<td style=\"width: 96px; text-align: center;\">Medium<\/td>\n<td style=\"width: 81px; text-align: center;\">Lower<\/td>\n<td style=\"width: 390px;\">Coal, stone, cement, oil, grain, lumber, and cars<\/td>\n<\/tr>\n<tr>\n<td style=\"width: 83px; text-align: center;\">Truck<\/td>\n<td style=\"width: 268px; text-align: center;\">28<\/td>\n<td style=\"width: 96px; text-align: center;\">Higher<\/td>\n<td style=\"width: 81px; text-align: center;\">Higher<\/td>\n<td style=\"width: 390px;\">Perishables, clothing, furniture, and appliances<\/td>\n<\/tr>\n<tr>\n<td style=\"width: 83px; text-align: center;\">Pipeline<\/td>\n<td style=\"width: 268px; text-align: center;\">16<\/td>\n<td style=\"width: 96px; text-align: center;\">Lower<\/td>\n<td style=\"width: 81px; text-align: center;\">Low<\/td>\n<td style=\"width: 390px;\">Oil, gas, chemicals, and coal as a semifluid<\/td>\n<\/tr>\n<tr>\n<td style=\"width: 83px; text-align: center;\">Water<\/td>\n<td style=\"width: 268px; text-align: center;\">13<\/td>\n<td style=\"width: 96px; text-align: center;\">High<\/td>\n<td style=\"width: 81px; text-align: center;\">Low<\/td>\n<td style=\"width: 390px;\">Coal, stone, cement, oil, grain, and cars<\/td>\n<\/tr>\n<tr>\n<td style=\"width: 83px; text-align: center;\">Air<\/td>\n<td style=\"width: 268px; text-align: center;\">0.4<\/td>\n<td style=\"width: 96px; text-align: center;\">High<\/td>\n<td style=\"width: 81px; text-align: center;\">High<\/td>\n<td style=\"width: 390px;\">Jewelry, perishables, electronics, wine, and spirits<\/td>\n<\/tr>\n<\/tbody>\n<tfoot>\n<tr>\n<th style=\"width: 918px;\" colspan=\"5\">*Small businesses are represented in each of the product examples given.<\/th>\n<\/tr>\n<\/tfoot>\n<\/table>\n<div class=\"copyright\">\n<p class=\"para\">Source:<a class=\"footnote\" title=\"Adapted from Dana-Nicoleta Lascu and Kenneth E. Clow, Essentials of Marketing (Mason, OH: Atomic Dog Publishing, 2007), 308.\" id=\"return-footnote-70-169\" href=\"#footnote-70-169\" aria-label=\"Footnote 169\"><sup class=\"footnote\">[169]<\/sup><\/a><\/p>\n<\/div>\n<\/div>\n<ol id=\"cadden_1.0-ch07_s07_s02_l02\" class=\"orderedlist editable block\" start=\"2\">\n<li><strong class=\"emphasis bold\">Warehousing.<\/strong><span class=\"footnote\" id=\"cadden_1.0-fn07_161\"><a class=\"footnote\" title=\"Philip Kotler and Kevin Keller, Marketing Management (Upper Saddle River, NJ: Pearson Prentice Hall, 2009), 464.\" id=\"return-footnote-70-170\" href=\"#footnote-70-170\" aria-label=\"Footnote 170\"><sup class=\"footnote\">[170]<\/sup><\/a><\/span> Producers and manufacturers must store goods before they are sold because production and consumption rarely match. Some inventory may be kept at or near the point of production or manufacture, but the rest is located in warehouses. Some warehouses also provide assembly, packaging, and promotional display construction services\u2026all for a fee, of course.<\/li>\n<li><strong class=\"emphasis bold\">Inventory control<a class=\"glossary-term\" aria-haspopup=\"dialog\" aria-describedby=\"definition\" href=\"#term_70_1124\"><\/strong><em><strong>Inventory control<strong class=\"emphasis bold\"><\/a><\/strong><\/strong><\/em> is about ensuring that goods are where customers want them when they want them. In other words, it is about avoiding the \u201cout of stock\u201d situation that irritates customers. Small-business owners must understand how much inventory will be needed to address their customers\u2019 needs on a timely basis and at the appropriate cost (think pricing strategy). High inventories are undesirable because they may lead to obsolete products, depressed sales of new models, and liquidation prices that may change customer expectations in the future.<span class=\"footnote\" id=\"cadden_1.0-fn07_162\"><a class=\"footnote\" title=\"Dana-Nicoleta Lascu and Kenneth E. Clow, Essentials of Marketing (Mason, OH: Atomic Dog Publishing, 2007), 312.\" id=\"return-footnote-70-171\" href=\"#footnote-70-171\" aria-label=\"Footnote 171\"><sup class=\"footnote\">[171]<\/sup><\/a><\/span> Small businesses should think of inventory as a wasting asset: it does not improve with time and, in fact, becomes less valuable with every day that passes\u2014taking up space and incurring heat, light, power, handling, and interest charges. Every day that shows inventory and no sales will also show no profit. The goal is to keep inventory as low as possible.<span class=\"footnote\" id=\"cadden_1.0-fn07_163\"><a class=\"footnote\" title=\"\u201cHow to Run a Small Business: Inventory Management,\u201d StartupNation LLC, accessed December 1, 2011, www.startupnation.com\/business-articles\/899\/1\/AT _InventoryMgt.asp\" id=\"return-footnote-70-172\" href=\"#footnote-70-172\" aria-label=\"Footnote 172\"><sup class=\"footnote\">[172]<\/sup><\/a><\/span><\/li>\n<li><strong class=\"emphasis bold\">Order processing.<\/strong><span class=\"footnote\" id=\"cadden_1.0-fn07_164\"><\/span><a class=\"footnote\" title=\"Philip Kotler and Kevin Keller, Marketing Management (Upper Saddle River, NJ: Pearson Prentice Hall, 2009), 464.\" id=\"return-footnote-70-173\" href=\"#footnote-70-173\" aria-label=\"Footnote 173\"><sup class=\"footnote\">[173]<\/sup><\/a> Every small business should want to shorten the elapsed time between an order\u2019s receipt, delivery, and payment. Although there are typically multiple steps involved, the reality is that the longer the cycle, the lower the customer\u2019s satisfaction, the higher the company\u2019s costs, and the lower the company\u2019s profits. Streamlining the process should be a priority.<\/li>\n<\/ol>\n<p id=\"cadden_1.0-ch07_s07_s02_p04\" class=\"para editable block\">There are several things that small businesses can do to increase the efficiency and the effectiveness of their logistics.<span class=\"footnote\" id=\"cadden_1.0-fn07_165\"><a class=\"footnote\" title=\"Jennifer Nichols, \u201cGuide to Transportation and Logistics Companies for Small Business,\u201d Business.com, accessed December 1, 2011, www.business.com\/guides\/logistics-management-for-small-business-175\" id=\"return-footnote-70-174\" href=\"#footnote-70-174\" aria-label=\"Footnote 174\"><sup class=\"footnote\">[174]<\/sup><\/a><\/span> For example, a business can select a logistics company that is industry specific (e.g., wine or clothing) because that company will understand the shipping needs of the products or use small business logistics services from UPS or FedEx.<\/p>\n<p id=\"cadden_1.0-ch07_s07_s02_p05\" class=\"para editable block no-indent\">Logistics management also includes supply chain management.<\/p>\n<\/div>\n<div class=\"section\" id=\"cadden_1.0-ch07_s07_s03\">\n<h2 class=\"title editable block\">Place and the Website<\/h2>\n<p id=\"cadden_1.0-ch07_s07_s03_p01\" class=\"para editable block\">For small businesses that sell online or hope to sell online, the company website \u201cplaces\u201d the product or the service in the hands of the customer. As a result, there are several decisions that must be made to facilitate the process so that customers can have a good online experience<span class=\"footnote\" id=\"cadden_1.0-fn07_166\"><a class=\"footnote\" title=\"Adapted from Sharad Singh, \u201cFive Retail IT Trends to Watch in 2011,\u201d RetailCustomerExperience.com, December 10, 2010, accessed December 1, 2011, www.retailcustomerexperience.com\/article\/178220\/Five-retail-IT-trends-to-watch-in -2011\" id=\"return-footnote-70-175\" href=\"#footnote-70-175\" aria-label=\"Footnote 175\"><sup class=\"footnote\">[175]<\/sup><\/a><a class=\"footnote\" title=\"Jan Zimmerman, Web Marketing for Dummies, 2nd ed. (Hoboken, NJ: Wiley, 2009), 111\u201319.\" id=\"return-footnote-70-176\" href=\"#footnote-70-176\" aria-label=\"Footnote 176\"><sup class=\"footnote\">[176]<\/sup><\/a><\/span> and be less inclined to abandon their shopping carts and leave the site without making a purchase.<\/p>\n<ul id=\"cadden_1.0-ch07_s07_s03_l01\" class=\"itemizedlist editable block\">\n<li><strong class=\"emphasis bold\">Better sorting and searching.<\/strong> Make it easier for shoppers to find what they are looking for.<\/li>\n<li><strong class=\"emphasis bold\">Multibrand combinations in a single cart.<\/strong> If multiple brands are carried, make it possible to combine shopping carts across brands and apply promotions on the entire cart.<\/li>\n<li><strong class=\"emphasis bold\">Clarity on price and delivery rate.<\/strong> Prices and delivery rates should be marked clearly, with no ambiguity.<\/li>\n<li><strong class=\"emphasis bold\">Multiple payment options.<\/strong> Offer more than credit cards. (See <a class=\"xref\" href=\"cadden_1.0-ch04#cadden_1.0-ch04\">Chapter 4 &#8220;E-Business and E-Commerce&#8221;<\/a> for a discussion of payment options.)<\/li>\n<li><strong class=\"emphasis bold\">Check-out options.<\/strong> Do not require a customer to register before completing checkout.<\/li>\n<li><strong class=\"emphasis bold\">Provide a product search engine.<\/strong> The larger and more complex the product selection, the more a product search engine is needed. Shoppers can search by product name; product type; price; product attributes, such as color, size, or material; or brand either alone or in combination.<\/li>\n<li><strong class=\"emphasis bold\">Two clicks to buy.<\/strong> The fewer the number of clicks to buy, the greater the chances that a shopper will do just that.<\/li>\n<li><strong class=\"emphasis bold\">Customer support.<\/strong> Offer customer support throughout the buying process. Make it easy to communicate with a real person; spell out the company\u2019s warranty, refund, and return policies; ensure privacy and security; and let shoppers know if you put cookies on their computers.<\/li>\n<li><strong class=\"emphasis bold\">Fulfilling orders.<\/strong> Ideally, send each customer an e-mail confirming when the order is completed, remind the shopper to print the order details, and provide a tracking number with a direct link to the carrier\u2019s website so that the shopper can follow the progress of shipment.<\/li>\n<\/ul>\n<p id=\"cadden_1.0-ch07_s07_s03_p02\" class=\"para editable block\"><em><strong><a class=\"glossary-term\" aria-haspopup=\"dialog\" aria-describedby=\"definition\" href=\"#term_70_1125\">Shopping cart abandonment<\/a><\/strong><\/em>, or leaving a website without buying any of the items in the shopping cart, is something that affects almost every Internet retailer, including small businesses. Cart abandonment estimates range from 20 percent to 60 percent.<span class=\"footnote\" id=\"cadden_1.0-fn07_167\"><a class=\"footnote\" title=\"\u201cDigital Window Shopping: The Long Journey to \u2018Buy\u2019\u201d McAfee, Inc., accessed December 1, 2011, www.mcafeesecure.com\/us\/resources\/whitepapers\/digital_window _shopping.jsp\" id=\"return-footnote-70-177\" href=\"#footnote-70-177\" aria-label=\"Footnote 177\"><sup class=\"footnote\">[177]<\/sup><\/a><\/span> An understanding of why shoppers are abandoning their carts should lead to some serious thinking during website design and operation. <a class=\"xref\" href=\"#cadden_1.0-ch07_s07_s03_t01\">Table 3.2 &#8220;Why Online Shoppers Abandon Their Shopping Carts&#8221;<\/a> gives examples of why shoppers abandon a purchase. Because shipping is the number one reason why shoppers abandon their shopping carts, think very carefully about what the shipping charges will be.<span class=\"footnote\" id=\"cadden_1.0-fn07_168\"><a class=\"footnote\" title=\"Jan Zimmerman, Web Marketing for Dummies, 2nd ed. (Hoboken, NJ: Wiley, 2009), 118.\" id=\"return-footnote-70-178\" href=\"#footnote-70-178\" aria-label=\"Footnote 178\"><sup class=\"footnote\">[178]<\/sup><\/a><\/span><\/p>\n<div class=\"table block\" id=\"cadden_1.0-ch07_s07_s03_t01\">\n<h3 class=\"title\">Table 17.2 Why Online Shoppers Abandon Their Shopping Carts<\/h3>\n<table style=\"border-spacing: 0px;\" cellpadding=\"0\">\n<tbody>\n<tr>\n<td>High shipping charges<\/td>\n<td>46%<\/td>\n<\/tr>\n<tr>\n<td>Wanted to comparison shop<\/td>\n<td>37%<\/td>\n<\/tr>\n<tr>\n<td>Lack of money<\/td>\n<td>36%<\/td>\n<\/tr>\n<tr>\n<td>Wanted to look for a coupon<\/td>\n<td>27%<\/td>\n<\/tr>\n<tr>\n<td>Wanted to shop offline<\/td>\n<td>26%<\/td>\n<\/tr>\n<tr>\n<td>Could not find preferred payment option<\/td>\n<td>24%<\/td>\n<\/tr>\n<tr>\n<td>Item was unavailable at checkout<\/td>\n<td>23%<\/td>\n<\/tr>\n<tr>\n<td>Could not find customer support<\/td>\n<td>22%<\/td>\n<\/tr>\n<tr>\n<td>Concerned about security of credit card data<\/td>\n<td>21%<span class=\"footnote\" id=\"cadden_1.0-fn07_169\"><a class=\"footnote\" title=\"\u201cDigital Window Shopping: The Long Journey to \u2018Buy\u2019\u201d McAfee, Inc., accessed December 1, 2011, www.mcafeesecure.com\/us\/resources\/whitepapers\/digital_window _shopping.jsp\" id=\"return-footnote-70-179\" href=\"#footnote-70-179\" aria-label=\"Footnote 179\"><sup class=\"footnote\">[179]<\/sup><\/a><\/span><\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<\/div>\n<div class=\"key_takeaways editable block\" id=\"cadden_1.0-ch07_s07_s03_n01\">\n<div class=\"textbox key-takeaways\">\n<h3 itemprop=\"educationalUse\">Key Takeaways<\/h3>\n<ul id=\"cadden_1.0-ch07_s07_s03_l02\" class=\"itemizedlist\">\n<li>Understand that place is about getting the product or the service to the target market where customers want it, when they want it, and at a reasonable cost.<\/li>\n<li>A small business may choose the direct, retail, wholesale, service, or hybrid channels or some combination of these channels.<\/li>\n<li>In general, B2B distribution channels parallel those of B2C businesses.<\/li>\n<li>The direct channel involves selling to the final customer with no intermediaries involved.<\/li>\n<li>Service businesses use the direct channel only because services are performed and consumed at the same time.<\/li>\n<li>The retail channel is considered indirect because the retailer is an intermediary between the producer or manufacturer and the final customer.<\/li>\n<li>The wholesale channel is also an indirect channel. The wholesaler is placed between the producer or manufacturer and the retailer.<\/li>\n<li>The multichannel distribution system (hybrid channel) uses two or more channels to reach one or more customer segments.<\/li>\n<li>Logistics are about getting materials, semifinished goods, and finished goods to customers efficiently and cost effectively. They can be handled by the producer or the manufacturer, intermediaries, or the customer.<\/li>\n<li>Logistics include decisions related to warehousing, transportation, inventory control, and order processing. These decisions are relevant to both online and onground companies.<\/li>\n<li>Websites play an important role in \u201cplacing\u201d goods and services into the hands of customers.<\/li>\n<li>It is important to reduce the number of customers who abandon their shopping carts (i.e., leave the website without purchasing the items in their shopping carts).<\/li>\n<li>Shopping cart abandonment is common among online retailers. Shoppers abandon their carts for a variety of reasons, the most important one being high shipping charges.<\/li>\n<\/ul>\n<\/div>\n<div class=\"textbox exercises\">\n<h3 itemprop=\"educationalUse\">Exercises<\/h3>\n<ol id=\"cadden_1.0-ch07_s07_s03_l03\" class=\"orderedlist\">\n<li>Assume that you own a small business that specializes in gift baskets for children. You have been satisfied with your success so far but are anxious to spread your wings. You sell online as well as onground and have received several notes from potential online customers expressing their disappointment that you distribute the gift baskets only in the Charlottetown area. You have decided to find out what logistics would be involved in shipping to Nova Scotia; Newfoundland; Quebec; and British Columbia. Discuss the transportation mode(s) that would best fit your company for each area.<\/li>\n<li>Visit <a class=\"link\" target=\"_blank\" href=\"http:\/\/www.levenger.com\" rel=\"noopener noreferrer\">Levenger<\/a>, <a class=\"link\" target=\"_blank\" href=\"http:\/\/www.carbonite.com\/en\" rel=\"noopener noreferrer\">Carbonite<\/a>, and <a class=\"link\" target=\"_blank\" href=\"http:\/\/www.zipcar.com\" rel=\"noopener noreferrer\">ZipCar<\/a>. How do these small businesses get their products or services \u201cinto the hands\u201d of the customer? Think broadly and creatively.<\/li>\n<\/ol>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<div class=\"section\" id=\"cadden_1.0-ch07_s08\" xml:lang=\"en\">\n<h1 class=\"title editable block\">Marketing Strategy and Promotion<\/h1>\n<div class=\"learning_objectives editable block\" id=\"cadden_1.0-ch07_s08_n01\">\n<div class=\"textbox learning-objectives\">\n<h3 itemprop=\"educationalUse\">Learning Objectives<\/h3>\n<ol id=\"cadden_1.0-ch07_s08_l01\" class=\"orderedlist\">\n<li>Understand the role of promotion in the marketing mix and its importance to a company.<\/li>\n<li>Understand the different ways that a small business can promote its products or services.<\/li>\n<li>Explain the differences and similarities in the marketing communications mix of online and onground businesses.<\/li>\n<\/ol>\n<\/div>\n<\/div>\n<p id=\"cadden_1.0-ch07_s08_p01\" class=\"para editable block\"><a class=\"glossary-term\" aria-haspopup=\"dialog\" aria-describedby=\"definition\" href=\"#term_70_1126\"><em><strong>Promotion<\/strong><\/em><\/a>, the fourth P in the marketing mix, is now more commonly referred to as <a class=\"glossary-term\" aria-haspopup=\"dialog\" aria-describedby=\"definition\" href=\"#term_70_1127\"><strong>marketing communications<\/strong><\/a>. Marketing communications can be defined as \u201cthe means by which firms attempt to inform, persuade, and remind customers\u2014directly or indirectly\u2014about the products and brands they sell. In a sense, marketing communications represent the \u2018voice\u2019 of the company and its brands and are a means by which it can establish a dialogue and build relationships with consumers.\u201d<span class=\"footnote\" id=\"cadden_1.0-fn07_170\"><\/span><a class=\"footnote\" title=\"Philip Kotler and David Lane Keller, Marketing Management (Upper Saddle River, NJ: Pearson Prentice Hall, 2009), 470.\" id=\"return-footnote-70-180\" href=\"#footnote-70-180\" aria-label=\"Footnote 180\"><sup class=\"footnote\">[180]<\/sup><\/a> Marketing communications are all about getting the word out about a company\u2019s products and services because customers cannot buy what they do not know about, and, in the process, creating more of a two-way relationship with customers than was typical of the more traditional notion of promotion. A further conceptual iteration is the term <a class=\"glossary-term\" aria-haspopup=\"dialog\" aria-describedby=\"definition\" href=\"#term_70_1128\"><em><strong>integrated marketing communications (IMC)<\/strong><\/em><\/a> which is \u201c[T]he coordination and integration of all marketing communication tools, avenues, and sources within a company into a seamless program designed to maximize the communication impact on consumers, businesses, and other constituencies of an organization.\u201d<span class=\"footnote\" id=\"cadden_1.0-fn07_171\"><a class=\"footnote\" title=\"Dana-Nicoleta Lascu and Kenneth E. Clow, Essentials of Marketing (Mason, OH: Atomic Dog Publishing, 2007), 380.\" id=\"return-footnote-70-181\" href=\"#footnote-70-181\" aria-label=\"Footnote 181\"><sup class=\"footnote\">[181]<\/sup><\/a><\/span> Small-business owners should be familiar and comfortable with all three terms because at least one of them will be the basis of conversations with vendors, employees, and other businesses. However, from a small business management perspective, IMC should be the guiding philosophy for a company.<\/p>\n<p id=\"cadden_1.0-ch07_s08_p02\" class=\"para editable block no-indent\">Prior to selecting and designing any communications, however, objectives must be established for the marketing communications program.<\/p>\n<div class=\"section\" id=\"cadden_1.0-ch07_s08_s01\">\n<h2 class=\"title editable block\">IMC Objectives<\/h2>\n<p id=\"cadden_1.0-ch07_s08_s01_p01\" class=\"para editable block\">Every small business must decide what it wants to accomplish with its IMC plan. Although many IMC plans may be oriented toward a single objective, it is possible for a program to accomplish more than one objective at a time. The problem is that this may be confusing to potential customers.<span class=\"footnote\" id=\"cadden_1.0-fn07_172\"><a class=\"footnote\" title=\"Dana-Nicoleta Lascu and Kenneth E. Clow, Essentials of Marketing (Mason, OH: Atomic Dog Publishing, 2007), 393.\" id=\"return-footnote-70-182\" href=\"#footnote-70-182\" aria-label=\"Footnote 182\"><sup class=\"footnote\">[182]<\/sup><\/a><\/span> IMC objectives can fall into seven major categories: increase demand, differentiate a product (stressing benefits and features not available from competitors), provide more information about the product or the service (more information seen as being correlated with greater likelihood of purchase), build <a class=\"glossary-term\" aria-haspopup=\"dialog\" aria-describedby=\"definition\" href=\"#term_70_1129\">brand equity<\/a> (the value added to a brand by customer perceptions of quality and customer awareness of the brand), reduce purchase risk (important for new products and gaining new customers of current products), stimulate trial (to build new brands and rejuvenate stagnant brands),<span class=\"footnote\" id=\"cadden_1.0-fn07_173\"><\/span><a class=\"footnote\" title=\"Adapted from Dana-Nicoleta Lascu and Kenneth E. Clow, Essentials of Marketing (Mason, OH: Atomic Dog Publishing, 2007), 393\u201396.\" id=\"return-footnote-70-183\" href=\"#footnote-70-183\" aria-label=\"Footnote 183\"><sup class=\"footnote\">[183]<\/sup><\/a> and brand recognition. As with all objectives, IMC objectives must meet the SMART (specific, measurable, achievable, realistic, and time-based).<\/p>\n<\/div>\n<div class=\"section\" id=\"cadden_1.0-ch07_s08_s02\">\n<h2 class=\"title editable block\">Marketing Communications Mix<\/h2>\n<p id=\"cadden_1.0-ch07_s08_s02_p01\" class=\"para editable block\">The <a class=\"glossary-term\" aria-haspopup=\"dialog\" aria-describedby=\"definition\" href=\"#term_70_1171\"><strong>marketing communications mix<\/strong><\/a> for a small business, either pure-play or brick-and-click, will consist of some combination of the following major modes of communication: advertising, sales promotion, events and experiences, public relations (PR) and publicity, direct marketing, interactive marketing, word-of-mouth communication, and personal selling.<span class=\"footnote\" id=\"cadden_1.0-fn07_174\"><a class=\"footnote\" title=\"Philip Kotler and David Lane Keller, Marketing Management (Upper Saddle River, NJ: Pearson Prentice Hall, 2009), 470.\" id=\"return-footnote-70-184\" href=\"#footnote-70-184\" aria-label=\"Footnote 184\"><sup class=\"footnote\">[184]<\/sup><\/a><\/span> Each mode of communication has its own advantages and disadvantages, which should all be considered carefully before any final selections should be made.<\/p>\n<div class=\"figure large medium-height editable block\" id=\"cadden_1.0-ch07_s08_s02_f01\">\n<h3 class=\"title\"><span class=\"title-prefix\">Figure 17.7<\/span> The Marketing Communications Mix<\/h3>\n<p><img decoding=\"async\" src=\"http:\/\/pressbooks.library.upei.ca\/smallbusinessmanagement\/wp-content\/uploads\/sites\/23\/2018\/12\/860e4602fb15779f22bdb74b2ac49b95.jpg\" alt=\"image\" \/><\/p>\n<div class=\"copyright\">\n<p class=\"para\">Source:<a class=\"footnote\" title=\"Philip Kotler and David Lane Keller, Marketing Management (Upper Saddle River, NJ: Pearson Prentice Hall, 2009), 473.\" id=\"return-footnote-70-185\" href=\"#footnote-70-185\" aria-label=\"Footnote 185\"><sup class=\"footnote\">[185]<\/sup><\/a><\/p>\n<\/div>\n<\/div>\n<div class=\"section\" id=\"cadden_1.0-ch07_s08_s02_s01\">\n<h2 class=\"title editable block\">Advertising<\/h2>\n<p id=\"cadden_1.0-ch07_s08_s02_s01_p01\" class=\"para editable block\"><a class=\"glossary-term\" aria-haspopup=\"dialog\" aria-describedby=\"definition\" href=\"#term_70_1130\"><em><strong>Advertising<\/strong><\/em><\/a> is \u201cany paid form of nonpersonal presentation and promotion of ideas, goods, or services by an identified sponsor.\u201d<span class=\"footnote\" id=\"cadden_1.0-fn07_175\"><\/span><a class=\"footnote\" title=\"Philip Kotler and David Lane Keller, Marketing Management (Upper Saddle River, NJ: Pearson Prentice Hall, 2009), 472.\" id=\"return-footnote-70-186\" href=\"#footnote-70-186\" aria-label=\"Footnote 186\"><sup class=\"footnote\">[186]<\/sup><\/a> Advertising is around us all the time\u2014for example, ads are on television and radio, in newspapers and magazines, in train stations and on trains, on the sides and inside of buses, in public restrooms, in taxis, on websites, and on billboards. Ads can also be found in other places, and the locations are limited only by the creativity of the company placing the ads.<\/p>\n<p id=\"cadden_1.0-ch07_s08_s02_s01_p02\" class=\"para editable block no-indent\">Small businesses must choose <a class=\"glossary-term\" aria-haspopup=\"dialog\" aria-describedby=\"definition\" href=\"#term_70_1161\"><strong>advertising media<\/strong><\/a> (e.g., radio, television, newspapers, billboards, the Internet, and magazines) based on its product, target audience, and budget. A local travel agency selling spring getaways to college students, for example, might post flyers on campus bulletin boards, run ads in the campus newspaper (for the students) and local newspapers (for the parents), and run ads on the college radio station. Examples of tried and true advertising media for small businesses include the yellow pages, newspaper and magazine advertising, direct mail, business cards, vehicle advertising, radio and cable television advertising, bench\/bus stop advertising, local website advertising, e-mail advertising, eBay listings, community involvement, and cross-promotion (joining forces with other businesses). <span class=\"footnote\" id=\"cadden_1.0-fn07_177\"><a class=\"footnote\" title=\"Susan Ward, \u201c17 Advertising Ideas for Small Businesses,\u201d About.com, accessed December 1, 2011, sbinfocanada.about.com\/od\/advertising\/a\/17adideas.htm\" id=\"return-footnote-70-187\" href=\"#footnote-70-187\" aria-label=\"Footnote 187\"><sup class=\"footnote\">[187]<\/sup><\/a><a class=\"footnote\" title=\"Lanee Blunt, \u201cSmall Business Advertising: Low Cost Flyers,\u201d Advertising @ Suite 101, February 11, 2011, accessed December 1, 2011, lanee-blunt.suite101.com\/small-business -advertising-low-cost-flyers-a346278\" id=\"return-footnote-70-188\" href=\"#footnote-70-188\" aria-label=\"Footnote 188\"><sup class=\"footnote\">[188]<\/sup><\/a><\/span> Even advertising in the big leagues is not out of the question for a small business. <a class=\"link\" target=\"_blank\" href=\"https:\/\/www.salesgenie.com\" rel=\"noopener noreferrer\">Salesgenie.com<\/a> decided to advertise during Super Bowl XLII in February 2008, choosing to risk major capital to connect with the huge Super Bowl customer base.<span class=\"footnote\" id=\"cadden_1.0-fn07_178\"><a class=\"footnote\" title=\"The Street, \u201cSmall Shops Aim for Super Bowl Edge,\u201d MSN Money, February 1, 2011, accessed December 1, 2011, money.msn.com\/how-to-invest\/small-shops-aim-for-a -super-edge-thestreet.aspx\" id=\"return-footnote-70-189\" href=\"#footnote-70-189\" aria-label=\"Footnote 189\"><sup class=\"footnote\">[189]<\/sup><\/a><\/span><\/p>\n<p id=\"cadden_1.0-ch07_s08_s02_s01_p03\" class=\"para editable block no-indent\">Advertising on the Internet is also a consideration for the marketing communications mix of any business with a web presence. According to Lorrie Thomas, author of <em class=\"emphasis\">Online Marketing<\/em>,<span class=\"footnote\" id=\"cadden_1.0-fn07_179\"><\/span><a class=\"footnote\" title=\"Lorrie Thomas, Online Marketing (New York: McGraw-Hill, 2011), 157.\" id=\"return-footnote-70-190\" href=\"#footnote-70-190\" aria-label=\"Footnote 190\"><sup class=\"footnote\">[190]<\/sup><\/a> online advertising \u201ccan rocket your web marketing into the stratosphere\u201d if it is done correctly. If not done correctly, however, it will \u201cblast a giant crater in your budget.\u201d Online advertising includes the following entities: <a class=\"glossary-term\" aria-haspopup=\"dialog\" aria-describedby=\"definition\" href=\"#term_70_1163\">banner ads<\/a> (image ads that range in size and technical capability); <a class=\"glossary-term\" aria-haspopup=\"dialog\" aria-describedby=\"definition\" href=\"#term_70_1165\">e-mail advertising<\/a><span class=\"margin_term\"><\/span> (ads in newsletters, an ad in another company\u2019s e-mail, e-mailing a list with a dedicated message, or a company advertising to its own customers with its own e-mail list); <a class=\"glossary-term\" aria-haspopup=\"dialog\" aria-describedby=\"definition\" href=\"#term_70_1166\">news site advertising<\/a>\u00a0(placing ads on news, opinion, entertainment, and other sites that the audience frequents); <a class=\"glossary-term\" aria-haspopup=\"dialog\" aria-describedby=\"definition\" href=\"#term_70_1167\">blog advertising<\/a><span class=\"margin_term\"><\/span> (buying ads directly on popular blogs); <a class=\"glossary-term\" aria-haspopup=\"dialog\" aria-describedby=\"definition\" href=\"#term_70_1168\">social media advertising<\/a> (advertising on sites such as Twitter, Facebook, and LinkedIn); and <a class=\"glossary-term\" aria-haspopup=\"dialog\" aria-describedby=\"definition\" href=\"#term_70_1169\">affiliate marketing<\/a> (company A places an ad for its product on the site of company B; company A then pays company B an agreed-on fee when a customer clicks on the ad and buys something).<a class=\"footnote\" title=\"Lorrie Thomas, Online Marketing (New York: McGraw-Hill, 2011), 159\u201361.\" id=\"return-footnote-70-191\" href=\"#footnote-70-191\" aria-label=\"Footnote 191\"><sup class=\"footnote\">[191]<\/sup><\/a> Another possibility is Google AdWords. A small business can promote itself alongside relevant Google search results and on Google\u2019s advertising network. This allows a business to reach people who are already looking online for information about the products and services that a business offers.<span class=\"footnote\" id=\"cadden_1.0-fn07_181\"><a class=\"footnote\" title=\"\u201cGoogle AdWords: Advertise Your Business on Google,\u201d accessed January 24, 2012, accounts.google.com\/ServiceLogin?service=adwords&amp;hl=en&amp;ltmpl=regionalc &amp;passive=true&amp;ifr=false&amp;alwf=true&amp;continue=https:\/\/adwords.google.com\/um\/gaiaauth?apt%3DNone%26ltmpl%3Dregionalc&amp;sacu=1&amp;sarp=1&amp;sourceid=awo&amp; subid=us-en-et-bizsol\" id=\"return-footnote-70-192\" href=\"#footnote-70-192\" aria-label=\"Footnote 192\"><sup class=\"footnote\">[192]<\/sup><\/a><\/span><\/p>\n<div class=\"callout block\" id=\"cadden_1.0-ch07_s08_s02_s01_n01\">\n<h3 class=\"title\">Video Link 17.5\u00a0Attracting Consumer Attention through Advertising<\/h3>\n<p id=\"cadden_1.0-ch07_s08_s02_s01_p04\" class=\"para\">Relating ads to the target market, making ads appealing, and including the element of surprise.<\/p>\n<p id=\"cadden_1.0-ch07_s08_s02_s01_p05\" class=\"para\"><a class=\"link\" target=\"_blank\" href=\"http:\/\/videos.smallbusinessnewz.com\/2011\/01\/31\/attracting-consumer-attention-through-advertising\" rel=\"noopener noreferrer\">videos.smallbusinessnewz.com\/2011\/01\/31\/attracting-consumer-attention-through-advertising<\/a><\/p>\n<\/div>\n<p id=\"cadden_1.0-ch07_s08_s02_s01_p06\" class=\"para editable block\">Advertising offers several advantages to the small business. For example, advertising is able to reach a diverse and geographically dispersed audience; it allows the seller to repeat a message many times; and it provides the opportunity for dramatizing the company and its products through the artful use of print, color, and sound. However, the audience does not feel obligated to pay attention or respond to an ad.<span class=\"footnote\" id=\"cadden_1.0-fn07_182\"><\/span><a class=\"footnote\" title=\"Philip Kotler and David Lane Keller, Marketing Management (Upper Saddle River, NJ: Pearson Prentice Hall, 2009), 487.\" id=\"return-footnote-70-193\" href=\"#footnote-70-193\" aria-label=\"Footnote 193\"><sup class=\"footnote\">[193]<\/sup><\/a> Whether the advantages of advertising outweigh the costs and disadvantages is something that must be decided by each small business.<\/p>\n<\/div>\n<div class=\"section\" id=\"cadden_1.0-ch07_s08_s02_s02\">\n<h2 class=\"title editable block\">Sales Promotion<\/h2>\n<p id=\"cadden_1.0-ch07_s08_s02_s02_p01\" class=\"para editable block\">Given the expense of advertising and the fact that consumers are exposed to so many advertising messages every day, many companies correctly believe that advertising alone is not enough to get people to try a product a product or a service. Enter lower-cost sales promotion techniques. <em><strong><a class=\"glossary-term\" aria-haspopup=\"dialog\" aria-describedby=\"definition\" href=\"#term_70_1131\">Sales promotion<\/a><\/strong><\/em> refers to the variety of short-term incentives to encourage trial or purchase of a product or a service. Examples of commonly used sales promotions include contests, sweepstakes, coupons, premiums and gifts, product samples, rebates, low-interest financing, price discounting, point-of-sale displays, and frequent user or loyalty programs.<span class=\"footnote\" id=\"cadden_1.0-fn07_183\"><a class=\"footnote\" title=\"Philip Kotler and David Lane Keller, Marketing Management (Upper Saddle River, NJ: Pearson Prentice Hall, 2009), 472\" id=\"return-footnote-70-194\" href=\"#footnote-70-194\" aria-label=\"Footnote 194\"><sup class=\"footnote\">[194]<\/sup><\/a><a class=\"footnote\" title=\"\u201cSales Promotion Strategy,\u201d Small Business Bible, accessed December 1, 2011, www.smallbusinessbible.org\/salespromotionstrategy.html\" id=\"return-footnote-70-195\" href=\"#footnote-70-195\" aria-label=\"Footnote 195\"><sup class=\"footnote\">[195]<\/sup><\/a><\/span> These promotions can be used by and offer several advantages to small businesses:<span class=\"footnote\" id=\"cadden_1.0-fn07_184\"><a class=\"footnote\" title=\"Chris Joseph, \u201cSales Promotion Advantages,\u201d Chron.com, accessed December 1, 2011, smallbusiness.chron.com\/sales-promotion-advantages-1059.html\" id=\"return-footnote-70-196\" href=\"#footnote-70-196\" aria-label=\"Footnote 196\"><sup class=\"footnote\">[196]<\/sup><\/a><\/span><\/p>\n<ul id=\"cadden_1.0-ch07_s08_s02_s02_l01\" class=\"itemizedlist editable block\">\n<li><strong class=\"emphasis bold\">Attracting new customers with price.<\/strong> A reduced price could lure customers away from the competition. For example, a small electronics store that is competing with a large retailer could offer a discounted price on a popular cell phone for a limited time.<\/li>\n<li><strong class=\"emphasis bold\">Gain community favor.<\/strong> By offering a promotion that helps a worthy cause, you can create a good name for the business. Donate a portion of sales to the local food bank, buy clothing for the homeless, or donate to the local animal shelter to help pay veterinarian bills.<\/li>\n<li><strong class=\"emphasis bold\">Encourage repeat purchases.<\/strong> Rewards and loyalty programs can be very successful for small businesses. Coffee clubs are popular (buy so many coffees at the regular price and you get one cup free), but this approach can work for sandwiches at a deli, bags of bird food or dog food at the local pet store, shoe repairs at the local cobbler, dry cleaning services, and virtually any other kind of business.<\/li>\n<li><strong class=\"emphasis bold\">Entice reluctant customers.<\/strong> Giving away a free product or service is usually a good way to get people to try a product or a service for the first time, the hope being that it will lead to a purchase. However, the product or the service has to be good enough to stand on its own so that when the \u201cfree\u201d unit is gone, the person will come back to buy.<\/li>\n<li><strong class=\"emphasis bold\">Providing information.<\/strong> It can be very effective if you run a promotion that helps provide information to potential customers to help them make a decision. This works especially well for products or services that are complicated or unfamiliar to customers, for example, software or product usage (particularly for business-to-business [B2B] customers), financial services, investment services, or estate planning. Free onground seminars or <a class=\"glossary-term\" aria-haspopup=\"dialog\" aria-describedby=\"definition\" href=\"#term_70_1132\"><em><strong>webinars<\/strong> <\/em>or <em><strong>webcasts<\/strong><\/em><\/a> (seminars or presentations that are delivered online and that are typically an hour in length) can be very effective at gaining new customers or clients.<\/li>\n<\/ul>\n<p id=\"cadden_1.0-ch07_s08_s02_s02_p02\" class=\"para editable block\">Sales promotions can be delivered to the customer in a variety of ways, such as snail mail (US Postal Service), in person, in local new newspapers and regional editions of national magazines, on television and radio, in e-mail, on websites, and in electronic coupons that are sent to a customer\u2019s mobile device. <a class=\"link\" target=\"_blank\" href=\"http:\/\/www.groupon.com\" rel=\"noopener noreferrer\">Groupon<\/a>, which is described as the hottest thing in retail marketing right now, offers customers coupons at local businesses: everything from restaurants to spas to painting lessons to sleigh rides.<\/p>\n<div class=\"video editable block\" id=\"cadden_1.0-ch07_s08_s02_s02_n01\">\n<h3 class=\"title\">Video Clip 17.20\u00a0Learn How Groupon Works!<\/h3>\n<p><iframe loading=\"lazy\" id=\"oembed-16\" title=\"Learn How Groupon Works!\" width=\"500\" height=\"281\" src=\"https:\/\/www.youtube.com\/embed\/_xgPtqT0XBY?feature=oembed&#38;rel=0\" frameborder=\"0\" allowfullscreen=\"allowfullscreen\"><\/iframe><\/p>\n<p class=\"para\">A hot new source of coupons for local businesses.<\/p>\n<\/div>\n<\/div>\n<div class=\"section\" id=\"cadden_1.0-ch07_s08_s02_s03\">\n<h2 class=\"title editable block\">Events and Experiences<\/h2>\n<p id=\"cadden_1.0-ch07_s08_s02_s03_p01\" class=\"para editable block\">Events and experiences are \u201ccompany-sponsored activities and programs designed to create daily or special brand interactions.\u201d<span class=\"footnote\" id=\"cadden_1.0-fn07_185\"><a class=\"footnote\" title=\"Philip Kotler and David Lane Keller, Marketing Management (Upper Saddle River, NJ: Pearson Prentice Hall, 2009), 472.\" id=\"return-footnote-70-197\" href=\"#footnote-70-197\" aria-label=\"Footnote 197\"><sup class=\"footnote\">[197]<\/sup><\/a><\/span> A small business could choose to sponsor a Halloween costume event for pets,<span class=\"footnote\" id=\"cadden_1.0-fn07_186\"><a class=\"footnote\" title=\"Jerry Robertson, \u201cSecrets to Low Cost PR for Small Businesses,\u201d Yahoo! Voices, February 14, 2007, accessed December 1, 2011, voices.yahoo.com\/secrets-low-cost -pr-small-businesses-193968.html\" id=\"return-footnote-70-198\" href=\"#footnote-70-198\" aria-label=\"Footnote 198\"><sup class=\"footnote\">[198]<\/sup><\/a><\/span> or an entertainment event, such as a battle of the bands, to raise money for local scholarships. Participation in a local business fair could provide exposure for a product or a service and the opportunity to experience the product if that is possible. A local restaurant could participate in a chili competition. Factory tours and company museums, both of which can also be virtual, can offer great experiences for customers.<\/p>\n<p id=\"cadden_1.0-ch07_s08_s02_s03_p02\" class=\"para editable block no-indent\">There are several advantages to events and experiences:<span class=\"footnote\" id=\"cadden_1.0-fn07_187\"><\/span><a class=\"footnote\" title=\"Philip Kotler and David Lane Keller, Marketing Management (Upper Saddle River, NJ: Pearson Prentice Hall, 2009), 489.\" id=\"return-footnote-70-199\" href=\"#footnote-70-199\" aria-label=\"Footnote 199\"><sup class=\"footnote\">[199]<\/sup><\/a> (1) A well-chosen event or experience can be very effective because the consumer gets personally involved. (2) Experiences are more actively involving for consumers because they are real time. (3) Events are not hard sell, and most consumers will appreciate the softer sell situation.<\/p>\n<p id=\"cadden_1.0-ch07_s08_s02_s03_p03\" class=\"para editable block no-indent\">Events and experiences also tap into the importance of the customer experience. Today, customers \u201c[W]ant products, communications, and marketing campaigns to deliver experiences. The degree to which a company is able to deliver a desirable customer experience\u2014and to use information technology, brands, and integrated communications and entertainment to do so\u2014will largely determine its success.\u201d<span class=\"footnote\" id=\"cadden_1.0-fn07_188\"><a class=\"footnote\" title=\"Bernd H. Schmitt, Experiential Marketing (New York: The Free Press, 1999), 22, 24.\" id=\"return-footnote-70-200\" href=\"#footnote-70-200\" aria-label=\"Footnote 200\"><sup class=\"footnote\">[200]<\/sup><\/a><\/span> By having special events, a small business will stand out from the rest:<span class=\"footnote\" id=\"cadden_1.0-fn07_189\"><\/span><a class=\"footnote\" title=\"Jerry Robertson, \u201cSecrets to Low Cost PR for Small Businesses,\u201d Yahoo! Voices, February 14, 2007, accessed December 1, 2011, voices.yahoo.com\/secrets-low-cost-pr -small-businesses-193968.html\" id=\"return-footnote-70-201\" href=\"#footnote-70-201\" aria-label=\"Footnote 201\"><sup class=\"footnote\">[201]<\/sup><\/a>\u00a0and they will create desirable publicity for the company.<\/p>\n<\/div>\n<div class=\"section\" id=\"cadden_1.0-ch07_s08_s02_s04\">\n<h2 class=\"title editable block\">Public Relations and Publicity<\/h2>\n<p id=\"cadden_1.0-ch07_s08_s02_s04_p01\" class=\"para editable block\"><em><strong><a class=\"glossary-term\" aria-haspopup=\"dialog\" aria-describedby=\"definition\" href=\"#term_70_1545\">Public relations (PR)<\/a><\/strong><\/em>\u00a0 and <a class=\"glossary-term\" aria-haspopup=\"dialog\" aria-describedby=\"definition\" href=\"#term_70_1544\"><strong>publicity<\/strong><\/a> are designed to promote a company\u2019s image or its individual products.<a class=\"footnote\" title=\"Philip Kotler and David Lane Keller, Marketing Management (Upper Saddle River, NJ: Pearson Prentice Hall, 2009), 472.\" id=\"return-footnote-70-202\" href=\"#footnote-70-202\" aria-label=\"Footnote 202\"><sup class=\"footnote\">[202]<\/sup><\/a> A small business can also use PR to clarify information in response to negative publicity. Publicity usually being \u201can outcome of PR that is produced by the news media and is not paid for or sponsored by the business involved.\u201d<span class=\"footnote\" id=\"cadden_1.0-fn07_191\"><\/span><a class=\"footnote\" title=\"Dana-Nicoleta Lascu and Kenneth E. Clow, Essentials of Marketing (Mason, OH: Atomic Dog Publishing, 2007), 382.\" id=\"return-footnote-70-203\" href=\"#footnote-70-203\" aria-label=\"Footnote 203\"><sup class=\"footnote\">[203]<\/sup><\/a> Traditional PR tools include press releases and press kits that are sent to the media to generate positive press on behalf of the business. A press kit, the most widely used PR tool, pulls together company and product information to make a good, solid first impression.<span class=\"footnote\" id=\"cadden_1.0-fn07_192\"><a class=\"footnote\" title=\"\u201cDeveloping a Press Kit for Your Small Business,\u201d AllBusiness, accessed December 1, 2011, www.allbusiness.com\/print\/445-1-22eeq.html\" id=\"return-footnote-70-204\" href=\"#footnote-70-204\" aria-label=\"Footnote 204\"><sup class=\"footnote\">[204]<\/sup><\/a><\/span> A press kit can be particularly useful for small businesses, although the smallest of businesses may not see the need. Other common platforms include speeches, seminars (online and offline), brochures, newsletters, annual reports, charitable donations, community relations, and company magazines.<span class=\"footnote\" id=\"cadden_1.0-fn07_193\"><\/span><a class=\"footnote\" title=\"Philip Kotler and David Lane Keller, Marketing Management (Upper Saddle River, NJ: Pearson Prentice Hall, 2009), 472.\" id=\"return-footnote-70-205\" href=\"#footnote-70-205\" aria-label=\"Footnote 205\"><sup class=\"footnote\">[205]<\/sup><\/a> Increasingly, companies are using the Internet: interactive social media, such as blogs, Twitter, and Facebook; home-page announcements for specific occasions (e.g., messages of sympathy for the victims of a disaster); and e-mail.<\/p>\n<p id=\"cadden_1.0-ch07_s08_s02_s04_p02\" class=\"para editable block no-indent\">Social media services such as <a class=\"link\" target=\"_blank\" href=\"http:\/\/www.google.com\/alerts\" rel=\"noopener noreferrer\">Google Alerts<\/a> and <a class=\"link\" target=\"_blank\" href=\"http:\/\/tweetbeep.com\" rel=\"noopener noreferrer\">TweetBeep<\/a> can be very helpful for managing a company\u2019s reputation. <em><strong><a class=\"glossary-term\" aria-haspopup=\"dialog\" aria-describedby=\"definition\" href=\"#term_70_1138\">Reputation management<\/a><\/strong><\/em> \u201c[I]s the process of tracking other\u2019s opinions and comments about a company\u2019s actions and products, and reacting to those opinions and comments to protect and enhance the company\u2019s reputation.\u201d<span class=\"footnote\" id=\"cadden_1.0-fn07_194\"><a class=\"footnote\" title=\"Erica DeWolf, \u201cSocial Media Tools Should Be Used for PR,\u201d eMarketing &amp; New Media, May 4, 2009, accessed December 1, 2011, ericadewolf.wordpress.com\/2009\/05\/04\/social-media-tools-should-be-used-for-pr\" id=\"return-footnote-70-206\" href=\"#footnote-70-206\" aria-label=\"Footnote 206\"><sup class=\"footnote\">[206]<\/sup><\/a><\/span> Both services notify the business when the company name is mentioned. Addressing extremely negative comments immediately is very important for any small business with a web presence.<\/p>\n<p id=\"cadden_1.0-ch07_s08_s02_s04_p03\" class=\"para editable block no-indent\">Most small businesses are not likely to have PR departments. Instead, there will be one person whose job includes\u2014among many other things\u2014PR and publicity. The key is for PR and marketing to work closely together so that \u201cevery piece of communication produced by the company speaks with one voice.\u201d<span class=\"footnote\" id=\"cadden_1.0-fn07_195\"><a class=\"footnote\" title=\"Dana-Nicoleta Lascu and Kenneth E. Clow, Essentials of Marketing (Mason, OH: Atomic Dog Publishing, 2007), 444.\" id=\"return-footnote-70-207\" href=\"#footnote-70-207\" aria-label=\"Footnote 207\"><sup class=\"footnote\">[207]<\/sup><\/a><\/span><\/p>\n<p id=\"cadden_1.0-ch07_s08_s02_s04_p04\" class=\"para editable block no-indent\">Getting publicity for a small business is usually free. Stories about events and experiences might be of interest to the media. One great idea is to have a group of people outside the business with positive picketing, holding signs such as \u201cLow prices\u201d or \u201cBeware of friendly employees.\u201d This was actually done by a small business, and it resulted in the business being on the front page of the local paper.<span class=\"footnote\" id=\"cadden_1.0-fn07_196\"><a class=\"footnote\" title=\"Jerry Robertson, \u201cSecrets to Low Cost PR for Small Businesses,\u201d Yahoo! Voices, February 14, 2007, accessed December 1, 2011, voices.yahoo.com\/secrets-low-cost-pr -small-businesses-193968.html\" id=\"return-footnote-70-208\" href=\"#footnote-70-208\" aria-label=\"Footnote 208\"><sup class=\"footnote\">[208]<\/sup><\/a><\/span><\/p>\n<div class=\"callout block\" id=\"cadden_1.0-ch07_s08_s02_s04_n01\">\n<h3 class=\"title\">Video Link 17.6\u00a0Obtaining Publicity for a Business<\/h3>\n<p id=\"cadden_1.0-ch07_s08_s02_s04_p05\" class=\"para\">Information and tips for small businesses.<\/p>\n<p id=\"cadden_1.0-ch07_s08_s02_s04_p06\" class=\"para\"><a class=\"link\" target=\"_blank\" href=\"http:\/\/videos.smallbusinessnewz.com\/2009\/08\/28\/obtaining-publicity-for-your-business\" rel=\"noopener noreferrer\">videos.smallbusinessnewz.com\/2009\/08\/28\/obtaining-publicity-for-your-business<\/a><\/p>\n<\/div>\n<p id=\"cadden_1.0-ch07_s08_s02_s04_p07\" class=\"para editable block\">PR and publicity tend to be underused by all businesses. However, PR and publicity should be particularly appealing to the small business because of the following three distinct qualities:<span class=\"footnote\" id=\"cadden_1.0-fn07_197\"><a class=\"footnote\" title=\"Philip Kotler and David Lane Keller, Marketing Management (Upper Saddle River, NJ: Pearson Prentice Hall, 2009), 488\u2013489.\" id=\"return-footnote-70-209\" href=\"#footnote-70-209\" aria-label=\"Footnote 209\"><sup class=\"footnote\">[209]<\/sup><\/a><\/span><\/p>\n<ul id=\"cadden_1.0-ch07_s08_s02_s04_l01\" class=\"itemizedlist editable block\">\n<li><strong class=\"emphasis bold\">High credibility.<\/strong> News stories and features are more authentic and credible to readers.<\/li>\n<li><strong class=\"emphasis bold\">Ability to catch buyers off guard.<\/strong> PR can reach prospects who prefer to avoid salespeople and advertisements.<\/li>\n<li><strong class=\"emphasis bold\">Dramatization.<\/strong> PR has the potential for dramatizing a company or a product.<\/li>\n<\/ul>\n<\/div>\n<div class=\"section\" id=\"cadden_1.0-ch07_s08_s02_s05\">\n<h2 class=\"title editable block\">Direct Marketing<\/h2>\n<p id=\"cadden_1.0-ch07_s08_s02_s05_p01\" class=\"para editable block\"><em><strong><a class=\"glossary-term\" aria-haspopup=\"dialog\" aria-describedby=\"definition\" href=\"#term_70_1139\">Direct marketing<\/a><\/strong><\/em> is the \u201cpromotion of a product from the producer directly to the consumer or business user without the use of any type of channel members.\u201d<span class=\"footnote\" id=\"cadden_1.0-fn07_198\"><a class=\"footnote\" title=\"Erica DeWolf, \u201cSocial Media Tools Should Be Used for PR,\u201d eMarketing &amp; New Media, May 4, 2009, accessed December 1, 2011, ericadewolf.wordpress.com\/2009\/05\/04\/social-media-tools-should-be-used-for-pr\" id=\"return-footnote-70-210\" href=\"#footnote-70-210\" aria-label=\"Footnote 210\"><sup class=\"footnote\">[210]<\/sup><\/a><\/span> Common direct marketing platforms include catalogs; direct mailing; telemarketing; television shopping; electronic shopping; fax mail; voice mail; blogs; websites;<span class=\"footnote\" id=\"cadden_1.0-fn07_199\"><a class=\"footnote\" title=\"Philip Kotler and David Lane Keller, Marketing Management (Upper Saddle River, NJ: Pearson Prentice Hall, 2009), 473.\" id=\"return-footnote-70-211\" href=\"#footnote-70-211\" aria-label=\"Footnote 211\"><sup class=\"footnote\">[211]<\/sup><\/a><\/span> E-mail; direct response radio, television, and Internet;<span class=\"footnote\" id=\"cadden_1.0-fn07_200\"><\/span><a class=\"footnote\" title=\"Dana-Nicoleta Lascu and Kenneth E. Clow, Essentials of Marketing (Mason, OH: Atomic Dog Publishing, 2007), 505.\" id=\"return-footnote-70-212\" href=\"#footnote-70-212\" aria-label=\"Footnote 212\"><sup class=\"footnote\">[212]<\/sup><\/a> Social media, such as Facebook and Twitter; and mobile devices. Because channel members are bypassed, direct marketing normally allows for greater profitability; perhaps more importantly, however, it can develop stronger brand loyalty with customers.<span class=\"footnote\" id=\"cadden_1.0-fn07_201\"><a class=\"footnote\" title=\"Dana-Nicoleta Lascu and Kenneth E. Clow, Essentials of Marketing (Mason, OH: Atomic Dog Publishing, 2007), 504.\" id=\"return-footnote-70-213\" href=\"#footnote-70-213\" aria-label=\"Footnote 213\"><sup class=\"footnote\">[213]<\/sup><\/a><\/span><\/p>\n<div class=\"callout block\" id=\"cadden_1.0-ch07_s08_s02_s05_n01\">\n<h3 class=\"title\">Video Link 17.7\u00a0What Is Direct Marketing?<\/h3>\n<p id=\"cadden_1.0-ch07_s08_s02_s05_p02\" class=\"para\">A brief explanation of direct marketing.<\/p>\n<p id=\"cadden_1.0-ch07_s08_s02_s05_p03\" class=\"para\"><a class=\"link\" target=\"_blank\" href=\"http:\/\/www.videojug.com\/expertanswer\/small-business-advertising\/what-is-direct-marketing\" rel=\"noopener noreferrer\">www.videojug.com\/expertanswer\/small-business-advertising\/what-is-direct-marketing<\/a><\/p>\n<\/div>\n<p id=\"cadden_1.0-ch07_s08_s02_s05_p04\" class=\"para editable block\">Direct marketing is about using information to educate, establish trust, and build a company (or someone in it) as an authority. This can be accomplished in multiple ways, such as website copy, a one-time piece of direct mail, a series of articles that build on one another,<span class=\"footnote\" id=\"cadden_1.0-fn07_202\"><a class=\"footnote\" title=\"Lisa Barone, \u201cWebcast: Direct Marketing for Small Businesses,\u201d Outspoken Media, April 16, 2009, accessed December 1, 2011, outspokenmedia.com\/online-marketing\/webcast-direct-marketing-for-small-businesses\" id=\"return-footnote-70-214\" href=\"#footnote-70-214\" aria-label=\"Footnote 214\"><sup class=\"footnote\">[214]<\/sup><\/a><\/span> a webcast or webinar, or a blog. There is no one more qualified to educate the market about a need than a small business owner: \u201cThey\u2019re the ones who will know their audience and what they\u2019ll find unique, irresistible and compelling. They\u2019re the best people to craft the message. Everything else in the organization can be outsourced, but the knowledge that a small business owner has about the people they serve, that can\u2019t be replicated.\u201d<span class=\"footnote\" id=\"cadden_1.0-fn07_203\"><a class=\"footnote\" title=\"Lisa Barone, \u201cWebcast: Direct Marketing for Small Businesses,\u201d Outspoken Media, April 16, 2009, accessed December 1, 2011, outspokenmedia.com\/online-marketing\/webcast-direct-marketing-for-small-businesses\" id=\"return-footnote-70-215\" href=\"#footnote-70-215\" aria-label=\"Footnote 215\"><sup class=\"footnote\">[215]<\/sup><\/a><\/span><\/p>\n<p id=\"cadden_1.0-ch07_s08_s02_s05_p05\" class=\"para editable block no-indent\">Direct marketing offers several advantages to both the business-to-consumer (B2C) and B2B small businesses:<span class=\"footnote\" id=\"cadden_1.0-fn07_204\"><a class=\"footnote\" title=\"Kris Carrie, \u201cAdvantages of Direct Marketing,\u201d Article Dashboard, accessed December 1, 2011, www.articledashboard.com\/Article\/Advantages-of-Direct-Marketing\/587894\" id=\"return-footnote-70-216\" href=\"#footnote-70-216\" aria-label=\"Footnote 216\"><sup class=\"footnote\">[216]<\/sup><\/a><\/span><\/p>\n<ul id=\"cadden_1.0-ch07_s08_s02_s05_l01\" class=\"itemizedlist editable block\">\n<li><strong class=\"emphasis bold\">Flexible targeting.<\/strong> A business can identify, isolate, and \u201ctalk\u201d with well-defined target markets. This can translate into a higher conversion and success rate than if you tried to communicate with everyone in the mass market.<\/li>\n<li><strong class=\"emphasis bold\">Customized messages.<\/strong> Can be prepared to appeal to the addressed individual.<\/li>\n<li><strong class=\"emphasis bold\">Up-to-date.<\/strong> Messages can be prepared quickly.<\/li>\n<li><strong class=\"emphasis bold\">Multiple uses.<\/strong> Direct marketing can be used to sell, but it can also be used to test new markets, trial new products or customers, reward existing customers to reward loyalty, collect information for future campaigns, or segment a customer base.<\/li>\n<li><strong class=\"emphasis bold\">Lower cost per customer acquisition.<\/strong> The cost can be significantly less than other marketing methods.<\/li>\n<li><strong class=\"emphasis bold\">Control and accountability.<\/strong> Direct marketing offers great control and accountability than other marketing methods.<\/li>\n<li><strong class=\"emphasis bold\">Swift and flexible.<\/strong> Direct marketing is swift and flexible in achieving results.<\/li>\n<\/ul>\n<\/div>\n<div class=\"section\" id=\"cadden_1.0-ch07_s08_s02_s06\">\n<h2 class=\"title editable block\">Interactive Marketing<\/h2>\n<p id=\"cadden_1.0-ch07_s08_s02_s06_p01\" class=\"para editable block\"><em><strong><a class=\"glossary-term\" aria-haspopup=\"dialog\" aria-describedby=\"definition\" href=\"#term_70_1140\">Interactive marketing<\/a><\/strong><\/em> refers to \u201c[O]nline activities and programs designed to engage customers or prospects and directly or indirectly raise awareness, improve image, or elicit sales of products and services.\u201d<span class=\"footnote\" id=\"cadden_1.0-fn07_205\"><a class=\"footnote\" title=\"Philip Kotler and David Lane Keller, Marketing Management (Upper Saddle River, NJ: Pearson Prentice Hall, 2009), 472.\" id=\"return-footnote-70-217\" href=\"#footnote-70-217\" aria-label=\"Footnote 217\"><sup class=\"footnote\">[217]<\/sup><\/a><\/span> Everything is personalized and individualized\u2014from the website content to the products being promoted.<span class=\"footnote\" id=\"cadden_1.0-fn07_206\"><a class=\"footnote\" title=\"Dana-Nicoleta Lascu and Kenneth E. Clow, Essentials of Marketing (Mason, OH: Atomic Dog Publishing, 2007), 558.\" id=\"return-footnote-70-218\" href=\"#footnote-70-218\" aria-label=\"Footnote 218\"><sup class=\"footnote\">[218]<\/sup><\/a><\/span> The audience is engaged with the brand, with customers getting the chance to reshape and market it in their own unique way.<span class=\"footnote\" id=\"cadden_1.0-fn07_207\"><a class=\"footnote\" title=\"Mike Yapp, \u201c10 Best Interactive Marketing Practices,\u201d iMedia Connection, January 9, 2006, accessed December 1, 2011, www.imediaconnection.com\/content\/7764.asp\" id=\"return-footnote-70-219\" href=\"#footnote-70-219\" aria-label=\"Footnote 219\"><sup class=\"footnote\">[219]<\/sup><\/a><\/span> Forrester Research forecasts that interactive marketing expenditures will reach $55 billion by 2015, accounting for 21 percent of all expenditures on marketing. The greatest growth is projected to come from social media, with the next biggest growth sector being mobile marketing.<span class=\"footnote\" id=\"cadden_1.0-fn07_208\"><a class=\"footnote\" title=\"Joe Mandese, \u201cForrester Revises Interactive Outlook, Will Account for 21% of Marketing by 2014,\u201d MediaPost News, July 8, 2009, accessed December 1, 2011, www.mediapost.com\/publications\/?fa=Articles.showArticle&amp;art_aid=109381\" id=\"return-footnote-70-220\" href=\"#footnote-70-220\" aria-label=\"Footnote 220\"><sup class=\"footnote\">[220]<\/sup><\/a><\/span><\/p>\n<p id=\"cadden_1.0-ch07_s08_s02_s06_p02\" class=\"para editable block no-indent\">Common interactive marketing tools include e-mail, websites, online shopping, videos, webinars and webcasts, blogs, and social media such as Facebook and Twitter. Because e-mail, websites, online shopping, webinars and webcasts have been mentioned previously, the focus here will be on videos, blogs, and social media. Using online videos has become an increasingly popular strategy in small business marketing. Consumers are much more likely to visit a company after viewing its video, and they can be up to 40 percent more likely to make some sort of contact.<span class=\"footnote\" id=\"cadden_1.0-fn07_209\"><a class=\"footnote\" title=\"Karen Scharf, \u201cSmall Business Marketing with Video,\u201d Business Know-How, accessed December 1, 2011, www.businessknowhow.com\/internet\/videomarketing.htm\" id=\"return-footnote-70-221\" href=\"#footnote-70-221\" aria-label=\"Footnote 221\"><sup class=\"footnote\">[221]<\/sup><\/a><\/span> Online video content is becoming increasingly popular with avid Internet users, so a small business should consider creating a video for its website. The content can be created easily, and it can be posted on the company\u2019s website as well as in other locations on the Internet (YouTube or on the company\u2019s blog, for instance) to get more page views.<span class=\"footnote\" id=\"cadden_1.0-fn07_210\"><a class=\"footnote\" title=\"Sean Rasmussen, \u201cUsing Online Videos to Increase Popularity,\u201d Aussie Internet Marketing Blog, July 30, 2009, accessed December 1, 2011, seanseo.com\/internet-marketing\/using-online-videos\" id=\"return-footnote-70-222\" href=\"#footnote-70-222\" aria-label=\"Footnote 222\"><sup class=\"footnote\">[222]<\/sup><\/a><\/span> According to Ad-ology\u2019s 2011 Small Business Marketing Forecast, 45 percent of US small businesses with fewer than 100 employees plan to use online video. This reflects the fact that small businesses are becoming increasingly savvy about how to use the Internet to market their products and services.<span class=\"footnote\" id=\"cadden_1.0-fn07_211\"><a class=\"footnote\" title=\"Mike Sachoff, \u201cSmall Businesses Plan to Focus on Mobile Marketing and Online Video in 2011,\u201d SmallBusinessNewz, January 18, 2011, accessed December 1, 2011, www.smallbusinessnewz.com\/topnews\/2011\/01\/18\/small-businesses-plan-to -focus-on-mobile-marketing-and-online-video-in-2011\" id=\"return-footnote-70-223\" href=\"#footnote-70-223\" aria-label=\"Footnote 223\"><sup class=\"footnote\">[223]<\/sup><\/a><\/span> <a class=\"link\" target=\"_blank\" href=\"http:\/\/www.paulbondboots.com\/videos\" rel=\"noopener noreferrer\">Paul Bond Boots<\/a>, a small US maker of custom-made cowboy boots that are individually handmade to fit, features five really cool videos on its website. Recently, the company has turned to the Internet for most of its sales.<\/p>\n<p id=\"cadden_1.0-ch07_s08_s02_s06_p03\" class=\"para editable block no-indent\">A <a class=\"glossary-term\" aria-haspopup=\"dialog\" aria-describedby=\"definition\" href=\"#term_70_1141\"><em><strong>blog<\/strong><\/em><\/a> \u201cis a web page made up of usually short, frequently updated posts that are arranged chronologically\u2014like a what\u2019s new page or a journal.\u201d Business blogs, as opposed to personal blogs, are used as a company communication tool to share a company\u2019s knowledge and expertise, build additional web traffic, connect with potential customers, develop niche markets, give the business a human face, help reputation management, and provide a free avenue for press releases.<span class=\"footnote\" id=\"cadden_1.0-fn07_212\"><a class=\"footnote\" title=\"Lorrie Thomas, Online Marketing (New York: McGraw-Hill, 2011), 73\u201374.\" id=\"return-footnote-70-224\" href=\"#footnote-70-224\" aria-label=\"Footnote 224\"><sup class=\"footnote\">[224]<\/sup><\/a><\/span> For an example, visit Michael Chiarello\u2019s blog at <a class=\"link\" target=\"_blank\" href=\"http:\/\/www.michaelchiarello.com\" rel=\"noopener noreferrer\">www.michaelchiarello.com<\/a>. If his name is not familiar, he is the founder of NapaStyle, a high-end small business retailer with both an onground and online presence.<\/p>\n<p id=\"cadden_1.0-ch07_s08_s02_s06_p04\" class=\"para editable block no-indent\">Blogs are fairly simple to set up, and they are a great way to keep website content fresh. However, even though small businesses hear much about blogs these days, creating one must be considered carefully. Blogs today \u201chave evolved into multimedia communities where bloggers (and the blogging community) have grown in size, stature, and impact to eclipse all but the largest media outlets.\u201d<span class=\"footnote\" id=\"cadden_1.0-fn07_213\"><\/span><a class=\"footnote\" title=\"Lorrie Thomas, Online Marketing (New York: McGraw-Hill, 2011), 72.\" id=\"return-footnote-70-225\" href=\"#footnote-70-225\" aria-label=\"Footnote 225\"><sup class=\"footnote\">[225]<\/sup><\/a> But this does not mean that it is essential for every small business to have a blog. Maintaining a blog takes a lot of time and energy\u2014and then there need to be people to read it. After careful consideration, it may be better to focus a company\u2019s promotional efforts elsewhere.<\/p>\n<p id=\"cadden_1.0-ch07_s08_s02_s06_p05\" class=\"para editable block no-indent\"><em><strong><a class=\"glossary-term\" aria-haspopup=\"dialog\" aria-describedby=\"definition\" href=\"#term_70_1548\">Social media<\/a><\/strong><\/em> \u201cgenerally refers to websites featuring user-generated content or material created by visitors rather than the website publishers. In turn, these sites encourage visitors to read and respond to that material.\u201d<a class=\"footnote\" title=\"Robbin Block, Social Persuasion: Making Sense of Social Media for Small Business (Breinigsville, PA: Block Media, December 2010), 2.\" id=\"return-footnote-70-226\" href=\"#footnote-70-226\" aria-label=\"Footnote 226\"><sup class=\"footnote\">[226]<\/sup><\/a> Social media is changing the way that people communicate and behave. Social media outlets such as Facebook, LinkedIn, and Twitter are, among other things, driving purchases\u2014and they should be seen \u201clike a virtual cocktail party where all attendees can discuss [a company\u2019s] products, services, experiences, and new ideas.\u201d<span class=\"footnote\" id=\"cadden_1.0-fn07_215\"><a class=\"footnote\" title=\"Lorrie Thomas, Online Marketing (New York: McGraw-Hill, 2011), 99.\" id=\"return-footnote-70-227\" href=\"#footnote-70-227\" aria-label=\"Footnote 227\"><sup class=\"footnote\">[227]<\/sup><\/a><\/span><\/p>\n<p id=\"cadden_1.0-ch07_s08_s02_s06_p06\" class=\"para editable block no-indent\">The top four social media networks are Twitter, Facebook, LinkedIn, and YouTube. This is true in general and for small businesses in particular.<span class=\"footnote\" id=\"cadden_1.0-fn07_216\"><a class=\"footnote\" title=\"Lisa Barone, \u201cWhich Social Media Sites Are Most Beneficial?,\u201d Small Business Trends, January 26, 2011, accessed December 1, 2011, smallbiztrends.com\/2011\/01\/which-social-media-site-most-beneficial%E2%80%99.html\" id=\"return-footnote-70-228\" href=\"#footnote-70-228\" aria-label=\"Footnote 228\"><sup class=\"footnote\">[228]<\/sup><\/a><\/span> Overall, small businesses use social media sites for lead generation, monitoring what is being said about their businesses, keeping up with the industry, improving the customer experience, and competitive intelligence.<span class=\"footnote\" id=\"cadden_1.0-fn07_217\"><a class=\"footnote\" title=\"Lisa Barone, \u201cWhich Social Media Sites Are Most Beneficial?,\u201d Small Business Trends, January 26, 2011, accessed December 1, 2011, smallbiztrends.com\/2011\/01\/which-social-media-site-most-beneficial%E2%80%99.html\" id=\"return-footnote-70-229\" href=\"#footnote-70-229\" aria-label=\"Footnote 229\"><sup class=\"footnote\">[229]<\/sup><\/a><\/span> Many small businesses in the B2B sector are already using social media for business as a resource, to engage in initiatives, or both. However, companies with more than one hundred employees are more active than smaller companies.<span class=\"footnote\" id=\"cadden_1.0-fn07_218\"><a class=\"footnote\" title=\"Lisa Barone, \u201cStudy: How Are B2Bs Using Social Media,\u201d Small Business Trends, November 25, 2009, accessed December 1, 2011, smallbiztrends.com\/2009\/11\/b2bs-social-media-study.html\" id=\"return-footnote-70-230\" href=\"#footnote-70-230\" aria-label=\"Footnote 230\"><sup class=\"footnote\">[230]<\/sup><\/a><\/span><\/p>\n<p id=\"cadden_1.0-ch07_s08_s02_s06_p07\" class=\"para editable block no-indent\">Despite the hype surrounding social media, and the fact that many small businesses are already connected, small businesses must still consider the use of social media just as carefully as the other modes of marketing communications. Social media has not worked out well for some small businesses that have used it, so each business must decide what social media is expected to do for the company, and then it must be used well and strategically. When considering whether or how to factor social media into an IMC strategy, consider these words from Lisa Barone, cofounder and chief branding officer at <em class=\"emphasis\">Outspoken Media<\/em>, \u201cIn 2011, if you\u2019re not using social media to gain attention over your competitors, you can bet they\u2019re using it to gain attention over you.\u201d<span class=\"footnote\" id=\"cadden_1.0-fn07_219\"><a class=\"footnote\" title=\"Lisa Barone, \u201cWhich Social Media Sites Are Most Beneficial?\u201d Small Business Trends, January 26, 2011, accessed December 1, 2011, smallbiztrends.com\/2011\/01\/which-social-media-site-most-beneficial%E2%80%99.html\" id=\"return-footnote-70-231\" href=\"#footnote-70-231\" aria-label=\"Footnote 231\"><sup class=\"footnote\">[231]<\/sup><\/a><\/span> This will undoubtedly continue to be the case.<\/p>\n<div class=\"video editable block\" id=\"cadden_1.0-ch07_s08_s02_s06_n01\">\n<h3 class=\"title\">Video Clip 17.21\u00a0Social Media<\/h3>\n<p>https:\/\/youtube.com\/watch?v=lvbs-oQr5ms<\/p>\n<p class=\"para\">The top five things you should know about social media.<\/p>\n<\/div>\n<\/div>\n<div class=\"section\" id=\"cadden_1.0-ch07_s08_s02_s07\">\n<h2 class=\"title editable block\">Personal Selling<\/h2>\n<p id=\"cadden_1.0-ch07_s08_s02_s07_p01\" class=\"para editable block\">A small business owner needs to connect with customers before a sale can take place. Sometimes personal selling is the best way to do that. <a class=\"glossary-term\" aria-haspopup=\"dialog\" aria-describedby=\"definition\" href=\"#term_70_1142\"><em><strong>Personal selling<\/strong><\/em><\/a>, \u201cThe process of communicating with a potential buyer (or buyers) face-to-face with the purpose of selling a product or service,\u201d<span class=\"footnote\" id=\"cadden_1.0-fn07_220\"><a class=\"footnote\" title=\"\u201cPersonal Selling,\u201d eNotes, accessed December 1, 2011, www.enotes.com\/personal-selling-reference\/personal-selling-178681\" id=\"return-footnote-70-232\" href=\"#footnote-70-232\" aria-label=\"Footnote 232\"><sup class=\"footnote\">[232]<\/sup><\/a><a class=\"link\" target=\"_blank\" href=\"http:\/\/www.enotes.com\/personal-selling-reference\/personal-selling-178681\" rel=\"noopener noreferrer\"><\/a><\/span>\u00a0is absolutely essential in the marketing communications mix of a small business. History has shown that the most successful entrepreneurs have been skilled salespeople who were able to represent and promote their companies and products in the marketplace.<span class=\"footnote\" id=\"cadden_1.0-fn07_221\"><a class=\"footnote\" title=\"\u201cPersonal Selling,\u201d eNotes, accessed December 1, 2011, enotes.com\/personal -selling-reference\/personal-selling-178681\" id=\"return-footnote-70-233\" href=\"#footnote-70-233\" aria-label=\"Footnote 233\"><sup class=\"footnote\">[233]<\/sup><\/a><\/span> It stands to reason that successful small business owners should have the same sales skills.<\/p>\n<p id=\"cadden_1.0-ch07_s08_s02_s07_p02\" class=\"para editable block no-indent\">Although personal selling plays an important role in the sale of consumer products, it is even more important in the sale of industrial and business products. More than four times as many personal selling activities are directed toward industrial and business customers than toward consumers.<span class=\"footnote\" id=\"cadden_1.0-fn07_222\"><a class=\"footnote\" title=\"John M. Ivancevich and Thomas N. Duening, Business Principles, Guidelines, and Practices (Mason, OH: Thomson Learning, 2007), 431.\" id=\"return-footnote-70-234\" href=\"#footnote-70-234\" aria-label=\"Footnote 234\"><sup class=\"footnote\">[234]<\/sup><\/a><\/span> Regardless of the type of customer or consumer, however, the objectives of personal selling are the same:<span class=\"footnote\" id=\"cadden_1.0-fn07_223\"><a class=\"footnote\" title=\"\u201cObjectives of Personal Selling,\u201d KnowThis.com, accessed December 1, 2011, www.knowthis.com\/principles-of-marketing-tutorials\/personal-selling\/objectives-of -personal-selling\" id=\"return-footnote-70-235\" href=\"#footnote-70-235\" aria-label=\"Footnote 235\"><sup class=\"footnote\">[235]<\/sup><\/a><\/span><\/p>\n<ul id=\"cadden_1.0-ch07_s08_s02_s07_l01\" class=\"itemizedlist editable block\">\n<li><strong class=\"emphasis bold\">Building product awareness.<\/strong> A salesperson should educate customers and consumers on new product offerings.<\/li>\n<li><strong class=\"emphasis bold\">Creating interest.<\/strong> Because personal selling is a person-to-person, and often a face-to-face, communication, it is a natural way for getting customers and consumers to experience a product for the first time. Creating interest goes hand-in-hand with building product awareness.<\/li>\n<li><strong class=\"emphasis bold\">Providing information.<\/strong> A large part of the conversation with the customer focuses on product information.<\/li>\n<li><strong class=\"emphasis bold\">Stimulating demand.<\/strong> The most important objective of personal selling by far is persuading customers and consumers to make a purchase.<\/li>\n<li><strong class=\"emphasis bold\">Reinforcing the brand.<\/strong> Most personal selling focuses on building long-term relationships with customers and consumers. However, strong relationships can be built only over time, and they require regular communication.<\/li>\n<\/ul>\n<p id=\"cadden_1.0-ch07_s08_s02_s07_p03\" class=\"para editable block\">Like all other forms of marketing communications, personal selling offers both advantages and disadvantages. On the plus side, personal selling is flexible and dynamic, providing companies with the best opportunity to tailor a message to satisfy customers\u2019 needs. Personal selling\u2019s interactive nature also makes it the most effective promotional method for building relationships with customers, particularly in the B2B market, and it is the most practical promotional method for reaching customers who are not easily reached through other methods.<span class=\"footnote\" id=\"cadden_1.0-fn07_224\"><\/span><a class=\"footnote\" title=\"\u201cAdvantages of Personal Selling,\u201d KnowThis.com, accessed December 1, 2011, www.knowthis.com\/principles-of-marketing-tutorials\/personal-selling\/advantages -of-personal-selling\" id=\"return-footnote-70-236\" href=\"#footnote-70-236\" aria-label=\"Footnote 236\"><sup class=\"footnote\">[236]<\/sup><\/a> Personal selling can help a small business build strong, loyal relationships with customers and consumers.<\/p>\n<p id=\"cadden_1.0-ch07_s08_s02_s07_p04\" class=\"para editable block no-indent\">On the minus side, the biggest disadvantage may be the negative perceptions that many people have of salespeople: pushy, annoying, slippery, and willing to do anything for the sale\u2014whether legal or not. The reality, of course, is that most salespeople (unfortunately, not all) do not fit this stereotype. The successful salesperson is the person who focuses his or her efforts on satisfying customers over the long term as opposed to his or her own selfish interests. Also on the negative side is the high cost of personal selling. Personal sales contacts are very expensive, with the costs incurred (compensation plus sales support) whether the sale is made or not.<span class=\"footnote\" id=\"cadden_1.0-fn07_225\"><a class=\"footnote\" title=\"\u201cDisadvantages of Personal Selling,\u201d KnowThis.com, accessed December 1, 2011, www.knowthis.com\/principles-of-marketing-tutorials\/personal-selling\/disadvantages-of-personal-selling\" id=\"return-footnote-70-237\" href=\"#footnote-70-237\" aria-label=\"Footnote 237\"><sup class=\"footnote\">[237]<\/sup><\/a><\/span> Then there are the costs of training the sales staff on product knowledge, industry information, and perhaps selling skills.<span class=\"footnote\" id=\"cadden_1.0-fn07_226\"><a class=\"footnote\" title=\"\u201cDisadvantages of Personal Selling,\u201d KnowThis.com, accessed December 1, 2011, www.knowthis.com\/principles-of-marketing-tutorials\/personal-selling\/disadvantages-of-personal-selling\" id=\"return-footnote-70-238\" href=\"#footnote-70-238\" aria-label=\"Footnote 238\"><sup class=\"footnote\">[238]<\/sup><\/a><\/span> Depending on the size of the company, small businesses will have varying numbers of salespeople, so some of the costs will vary as well.<\/p>\n<p id=\"cadden_1.0-ch07_s08_s02_s07_p05\" class=\"para editable block no-indent\">The traditional sales process is typically seen as a series of six steps:<span class=\"footnote\" id=\"cadden_1.0-fn07_227\"><a class=\"footnote\" title=\"John M. Ivancevich and Thomas N. Duening, Business Principles, Guidelines, and Practices (Mason, OH: Thomson Learning, 2007), 435.\" id=\"return-footnote-70-239\" href=\"#footnote-70-239\" aria-label=\"Footnote 239\"><sup class=\"footnote\">[239]<\/sup><\/a><a class=\"footnote\" title=\"Philip Kotler and Kevin Lane Keller, Marketing Management (Upper Saddle River, NJ: Pearson Prentice Hall, 2009), 560\u2013561.\" id=\"return-footnote-70-240\" href=\"#footnote-70-240\" aria-label=\"Footnote 240\"><sup class=\"footnote\">[240]<\/sup><\/a><a class=\"footnote\" title=\"Dana-Nicoleta Lascu and Kenneth E. Clow, Essentials of Marketing (Mason, OH: Atomic Dog Publishing, 2007), 489\u201398.\" id=\"return-footnote-70-241\" href=\"#footnote-70-241\" aria-label=\"Footnote 241\"><sup class=\"footnote\">[241]<\/sup><\/a><\/span><\/p>\n<ol id=\"cadden_1.0-ch07_s08_s02_s07_l02\" class=\"orderedlist editable block\">\n<li><strong class=\"emphasis bold\">Prospecting and qualifying.<\/strong> Locating potential customers who have a need for a product and the ability to pay for it. For example, prospects for a small electric motor company would be all the businesses that use small electric motors. Prospects can be found through a variety of sources, including current customers, trade directories, business associates, and newspaper or magazine articles.<\/li>\n<li><strong class=\"emphasis bold\">Preapproach.<\/strong> It is important to learn as much about a prospect as you can. For example, you want to know about the prospect\u2019s needs, attitudes about available products and brands, critical product attributes and benefits desired, and current vendor(s).<\/li>\n<li><strong class=\"emphasis bold\">Presentation and demonstration.<\/strong> This is where the salesperson tells the product \u201cstory\u201d to the buyer: the product\u2019s features, advantages, benefits, and value. It is important not to spend too much time on product features because benefits and value will most directly influence the purchase decision. It is also important to ask questions and listen carefully to a prospect\u2019s answers because they will provide valuable insights into the prospect\u2019s needs.<\/li>\n<li><strong class=\"emphasis bold\">Overcoming objections.<\/strong> You should expect customers to pose objections. The key to overcoming these objections is to maintain a positive approach, ask the prospect to clarify the objections, and respond to the objections by reiterating the major benefits of the product or the service and pointing out additional features, guarantees, service, and anything else that would address the objections.<\/li>\n<li><strong class=\"emphasis bold\">Closing.<\/strong> This is when the salesperson asks the prospect to buy the product. The request can be direct, or the salesperson can encourage the purchase by using a trial closing approach like asking, \u201cWould you like us to finance product A for you?\u201d Closing the sale is understandably the most difficult step for many salespeople because of the fear that the prospect will say no.<\/li>\n<li><strong class=\"emphasis bold\">Follow-up and maintenance.<\/strong> These activities are necessary for customer satisfaction and repeat business. They are key to establishing the strong long-term relationships that every small business desires and needs. The salesperson should schedule a follow-up call to ensure proper installation, instruction, servicing, and troubleshooting and resolution should any problems be detected. Always remember that unhappy customers will defect to competition\u2014and they will spread negative comments about the company. Because it is much cheaper to retain an old customer than to obtain new ones, it is in a company\u2019s best interests to provide good follow-up and maintenance services.<\/li>\n<\/ol>\n<p id=\"cadden_1.0-ch07_s08_s02_s07_p06\" class=\"para editable block\">Although these steps are helpful as a way to summarize the kinds of things that are relevant to personal selling, the Internet has revolutionized the selling process.<span class=\"footnote\" id=\"cadden_1.0-fn07_228\"><a class=\"footnote\" title=\"Thomas Young, \u201cA Selling Revolution: How the Internet Changed Personal Selling (Part 1),\u201d Executive Street, accessed December 1, 2011, blog.vistage.com\/marketing\/a-selling-revolution-how-the-internet-changed-personal-selling\" id=\"return-footnote-70-242\" href=\"#footnote-70-242\" aria-label=\"Footnote 242\"><sup class=\"footnote\">[242]<\/sup><\/a><\/span> The traditional process just described has become largely obsolete, with roles changing. Web searches and online content help prospective customers or clients do their own prospecting and qualifying. This eliminates the most time-consuming part of the traditional sales process. A company\u2019s website becomes the first sales presentation and, as a result, is critical in moving a prospect toward a sale. In short, all employees must be fully integrated into web marketing because web marketing is the primary driver of the sales process. The more web-savvy you are, the greater the chances that your selling will beat the competition.<span class=\"footnote\" id=\"cadden_1.0-fn07_229\"><a class=\"footnote\" title=\"Thomas Young, \u201cA Selling Revolution: How the Internet Changed Personal Selling (Part 1),\u201d Executive Street, accessed December 1, 2011, blog.vistage.com\/marketing\/a-selling-revolution-how-the-internet-changed-personal-selling\" id=\"return-footnote-70-243\" href=\"#footnote-70-243\" aria-label=\"Footnote 243\"><sup class=\"footnote\">[243]<\/sup><\/a><\/span><\/p>\n<div class=\"callout block\" id=\"cadden_1.0-ch07_s08_s02_s07_n01\">\n<h3 class=\"title\">Video Link 17.8\u00a0Small Business Selling<\/h3>\n<p id=\"cadden_1.0-ch07_s08_s02_s07_p07\" class=\"para\">An overview of personal selling.<\/p>\n<p id=\"cadden_1.0-ch07_s08_s02_s07_p08\" class=\"para\"><a class=\"link\" target=\"_blank\" href=\"http:\/\/www.videojug.com\/interview\/small-business-selling\" rel=\"noopener noreferrer\">www.videojug.com\/interview\/small-business-selling<\/a><\/p>\n<\/div>\n<div class=\"key_takeaways editable block\" id=\"cadden_1.0-ch07_s08_s02_s07_n02\">\n<div class=\"textbox key-takeaways\">\n<h3 itemprop=\"educationalUse\">Key Takeaways<\/h3>\n<ul id=\"cadden_1.0-ch07_s08_s02_s07_l03\" class=\"itemizedlist\">\n<li>Promotion and marketing communications are relatively synonymous terms.<\/li>\n<li>IMC is about pulling all the marketing communications together to convey a consistent message.<\/li>\n<li>Small-business owners should be familiar and comfortable with the terms <em class=\"emphasis\">promotion<\/em>, <em class=\"emphasis\">marketing communications<\/em>, and <em class=\"emphasis\">integrated marketing communications (IMC)<\/em>.<\/li>\n<li>There are multiple categories of IMC objectives.<\/li>\n<li>The marketing communications mix for a small business will consist of some combination of advertising, sales promotion, events and experiences, PR and publicity, direct marketing, interactive marketing, and personal selling. This mix is applicable to both pure-play and brick-and-click businesses.<\/li>\n<li>There is a lot of hype about blogs and social media. They can be very effective, but they have not worked well for all small businesses that have used them. They should be considered carefully before inclusion in a company\u2019s IMC strategy.<\/li>\n<\/ul>\n<\/div>\n<div class=\"textbox exercises\">\n<h3 itemprop=\"educationalUse\">Exercises<\/h3>\n<ol id=\"cadden_1.0-ch07_s08_s02_s07_l04\" class=\"orderedlist\">\n<li>The Mill restaurant has historically taken a very low-key approach to promoting the business, choosing to rely on word-of-mouth communication. Robert believes that Emily needs to increase the sophistication of the marketing communications. Design an IMC plan for Emily\u2019s The Mill Restaurant. Keep the following in mind: (1) Emily&#8217;s is a small business with a very limited IMC budget; (2) advertising in prime time and national television are not options; and (3) Emily is selling both food and its catering sauces.<\/li>\n<li>Choose two products or services that you purchased recently from small businesses, one from an online business and one from an onground business. The products should be different from those chosen for price. For each product or service, identify the various media that were used to promote the product or the service and analyze the marketing communications mix. Do you agree with the marketing communications mix that was used? What recommendations would you make for change?<span class=\"footnote\" id=\"cadden_1.0-fn07_230\"><a class=\"footnote\" title=\"Adapted from David L. Kurtz, Contemporary Business (Hoboken, NJ: John Wiley &amp; Sons, 2011), 488.\" id=\"return-footnote-70-244\" href=\"#footnote-70-244\" aria-label=\"Footnote 244\"><sup class=\"footnote\">[244]<\/sup><\/a><\/span> <em class=\"emphasis\">Tip<\/em>: If you are not sure whether an online business can be considered a small business, type in the name of the business plus \u201ccorporate HQ\u201d into Google or your preferred search engine. The search should return results that include the number of employees. As long as the company has fewer than five hundred employees, you are all set.<\/li>\n<\/ol>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<div class=\"section\" id=\"cadden_1.0-ch07_s09\" xml:lang=\"en\">\n<h1 class=\"title editable block\">The Three Threads<\/h1>\n<div class=\"learning_objectives editable block\" id=\"cadden_1.0-ch07_s09_n01\">\n<div class=\"textbox learning-objectives\">\n<h3 itemprop=\"educationalUse\">Learning Objectives<\/h3>\n<ol id=\"cadden_1.0-ch07_s09_l01\" class=\"orderedlist\">\n<li>Understand the role of marketing strategy in delivering customer value.<\/li>\n<li>Explain how marketing strategy can positively and negatively impact cash flow.<\/li>\n<li>Explain how digital technology and the e-environment are impacting marketing strategy.<\/li>\n<\/ol>\n<\/div>\n<\/div>\n<div class=\"section\" id=\"cadden_1.0-ch07_s09_s01\">\n<h2 class=\"title editable block\">Customer Value Implications<\/h2>\n<p id=\"cadden_1.0-ch07_s09_s01_p01\" class=\"para editable block\">Marketing plays a key role in creating and delivering value to the customer, but it is the establishment of a strong link between customer value requirements and the major value-producing activities of a firm that is the foundation on which the delivery of superior customer value is based.<span class=\"footnote\" id=\"cadden_1.0-fn07_231\"><a class=\"footnote\" title=\"Robert R. Harmon and Greg Laird, \u201cLinking Marketing Strategy to Customer Value: Implications for Technology Marketers,\u201d PDFCast.org, accessed December 1, 2011, pdfcast.org\/pdf\/linking-marketing-strategy-to-customer-value-implications-for -technology-marketers\" id=\"return-footnote-70-245\" href=\"#footnote-70-245\" aria-label=\"Footnote 245\"><sup class=\"footnote\">[245]<\/sup><\/a><\/span> Marketing strategy provides that strong link.<\/p>\n<p id=\"cadden_1.0-ch07_s09_s01_p02\" class=\"para editable block no-indent\">A customer\u2019s decision to buy will always be contingent on the strategic effectiveness of the marketing mix: the ability of the product or the service to meet the needs, wants, and desires of the customer; a price that is attractive when compared with possible alternatives; the availability of the product or the service in an onground or online place that is in sync with the customer\u2019s needs; and an <em><strong>integrated marketing communications (IMC)<\/strong><\/em> program that creates awareness, provides information, and persuades. Although the different elements of the marketing mix will be of differing importance depending on the customer and the situation, it all begins with the product. Well-designed and well-made products will usually come out ahead on the customer value scale. Innovative channels of distribution, such as Redbox for DVDs, gourmet and ethnic food carts, kiosks in airports for selling small electronics products, and conducting financial transactions on a smartphone, can all add to customer value. Social media as a part of the IMC mix can be a particularly great way to create customer value because a consumer\u2019s social network can be used as a communication channel to spread the word about a product\u2019s characteristics, quality, benefits, and value.<span class=\"footnote\" id=\"cadden_1.0-fn07_232\"><a class=\"footnote\" title=\"Angela Hausman, \u201cMarketing Strategy: Using Social Media to Create Customer Value,\u201d Hausman Marketing Letter, October 25, 2010, accessed June 1, 2012, http:\/\/www.hausmanmarketingletter.com\/marketing-strategy-using-social-media-to -create-customer-value\" id=\"return-footnote-70-246\" href=\"#footnote-70-246\" aria-label=\"Footnote 246\"><sup class=\"footnote\">[246]<\/sup><\/a><\/span> Salespeople also create value for customers by helping to identify creative and cost-effective solutions to customer problems, making the customer buying process easier, and creating a positive customer experience. Pricing is always tricky, but there should be a clear and positive link between the price that customers pay and what customers see as the value received in return.<\/p>\n<\/div>\n<div class=\"section\" id=\"cadden_1.0-ch07_s09_s02\">\n<h2 class=\"title editable block\">Cash-Flow Implications<\/h2>\n<p id=\"cadden_1.0-ch07_s09_s02_p01\" class=\"para editable block\">An efficient and effective marketing strategy will keep costs down and stimulate sales. A small business owner could not ask for more as a way to realize a positive cash flow. However, the reality is that things will not go as planned most of the time, and this will wreak havoc with cash flow. This means that the marketing strategy should be developed and implemented within the context of a cash-flow strategy so that when things do not go as planned, you can make appropriate adjustments.<\/p>\n<p id=\"cadden_1.0-ch07_s09_s02_p02\" class=\"para editable block no-indent\">One of the biggest temptations for creating cash flow when money is tight is cutting the price as a way to stimulate sales. Think very carefully before doing this. The price reduction may generate more sales, but you may send unintended negative signals to customers about quality and value. You may also trigger a price cut by competitors that eliminates the benefits of your own price cut. A better strategy would be to maintain the price and offer the customer more value\u2014as long as that additional value does not end up costing you more in money in the long run.<span class=\"footnote\" id=\"cadden_1.0-fn07_233\"><a class=\"footnote\" title=\"Mark Hunter, \u201cDiscounting to Create Cash Flow? Be Careful,\u201d PowerHomeBiz.com, May 19, 2011, accessed December 1, 2011, www.powerhomebiz.com\/blog\/2011\/05\/discounting-to-create-cash-flow-be-careful\" id=\"return-footnote-70-247\" href=\"#footnote-70-247\" aria-label=\"Footnote 247\"><sup class=\"footnote\">[247]<\/sup><\/a><\/span><\/p>\n<\/div>\n<div class=\"section\" id=\"cadden_1.0-ch07_s09_s03\">\n<h2 class=\"title editable block\">Digital Technology and E-Environment Implications<\/h2>\n<p id=\"cadden_1.0-ch07_s09_s03_p01\" class=\"para editable block\">The opportunities for using digital technology and the e-environment in marketing strategy have exploded as the technologies continue to develop and become more sophisticated. Strategic decisions can be made more quickly, with information that can be compiled and analyzed more completely and faster than ever before. The Internet offers an information bonanza and myriad opportunities for implementing the marketing strategy.<\/p>\n<p id=\"cadden_1.0-ch07_s09_s03_p02\" class=\"para editable block no-indent\">Mobile commerce continues to be one of the biggest trends to affect small business owners. More than 48 percent of Americans who own smartphones use them for shopping, so integrating mobile commerce into the marketing strategy should be strongly considered. Many small businesses that already use mobile commerce are seeing positive results. Aaron Maxwell, founder of Mobile Web Up, reported that one client has already seen 10 percent growth per month.<span class=\"footnote\" id=\"cadden_1.0-fn07_234\"><a class=\"footnote\" title=\"Lauren Simonds, \u201cMobile Commerce Experts Talk Small Business,\u201d Small Business Computing.com, May 3, 2011, accessed December 1, 2011, www.smallbusinesscomputing.com\/emarketing\/article.php\/3932506\/Mobile -Commerce-Experts-Talk-Small-Business.htm\" id=\"return-footnote-70-248\" href=\"#footnote-70-248\" aria-label=\"Footnote 248\"><sup class=\"footnote\">[248]<\/sup><\/a><\/span> Since early 2011, small companies have increasingly been drawn to <em><strong><a class=\"glossary-term\" aria-haspopup=\"dialog\" aria-describedby=\"definition\" href=\"#term_70_1143\">quick-response (QR) codes<\/a><\/strong><\/em>. These high-tech bar codes are scanned with smartphone cameras, after which company and\/or product content pops up on the screen. The customer then chooses to act or not act based on the content. The Ethical Bean Coffee Company in Vancouver, British Colombia, uses this technology in its train ads. Customers scan the code in an ad, a coffee menu pops up on their screens, and they can order a cup of coffee to be picked up at one of the Ethical Bean coffee shops. There are some challenges with using this technology, including cost,<span class=\"footnote\" id=\"cadden_1.0-fn07_235\"><a class=\"footnote\" title=\"Emily Glazer, \u201cTarget: Customers on the Go,\u201d Wall Street Journal, May 16, 2011, accessed December 1, 2011, online.wsj.com\/article\/SB10001424052748704132204576285631212564952.html\" id=\"return-footnote-70-249\" href=\"#footnote-70-249\" aria-label=\"Footnote 249\"><sup class=\"footnote\">[249]<\/sup><\/a><\/span> but it is worth considering for the marketing communications strategy.<\/p>\n<p id=\"cadden_1.0-ch07_s09_s03_p03\" class=\"para editable block no-indent\">Mobile technologies, such as wireless Internet and cellular Internet access, have significantly impacted personal selling, making it possible for salespeople to access needed information at any time. Key business applications are increasingly being made available through a browser rather than being loaded on a salesperson\u2019s computer\u2014again being accessible anywhere or anytime. Online video conferencing and web or phone conferencing allow for electronic presentations in lieu of face-to-face meetings. Sales training can be delivered over the Internet, and RSS feeds or e-mail enable salespeople to be notified quickly when new training material is available.<\/p>\n<p id=\"cadden_1.0-ch07_s09_s03_p04\" class=\"para editable block no-indent\">The marketing strategy of a small bank could include targeting the increasing number of small business owners that are starting to do their banking on the go. Customers can check balances, transfer funds, and take and send pictures of checks for remote deposit. It has been estimated that at least 50 percent of small businesses will do their banking through mobile devices by the end of 2013.<span class=\"footnote\" id=\"cadden_1.0-fn07_236\"><a class=\"footnote\" title=\"Javier Espinoza, \u201cNeed to Bank? Phone It In,\u201d Wall Street Journal, November 14, 2011, accessed December 1, 2011, online.wsj.com\/article\/SB10001424052970204485304576644853956740860.html\" id=\"return-footnote-70-250\" href=\"#footnote-70-250\" aria-label=\"Footnote 250\"><sup class=\"footnote\">[250]<\/sup><\/a><\/span> For the very small business, raising cash to proceed with the marketing strategy can actually be done through <a class=\"glossary-term\" aria-haspopup=\"dialog\" aria-describedby=\"definition\" href=\"#term_70_1551\"><strong>crowdfunding<\/strong><\/a>, securing small amounts of money from multiple contributors online.\u00a0Margaret Broom of New Haven, Connecticut, used <a class=\"link\" target=\"_blank\" href=\"http:\/\/www.peerbackers.com\/\" rel=\"noopener noreferrer\">Peerbackers.com<\/a> to raise money for renovating a new space for a yoga studio. In 45 days she raised $10,000 from more than 100 contributors, with average contributions of $15 to $20. The funds do not need to be paid back because they are contributions. However, some businesses give their contributors products or services from the business as an appreciation.<span class=\"footnote\" id=\"cadden_1.0-fn07_237\"><a class=\"footnote\" title=\"Sarah E. Needleman, \u201cRaise Cash on Crowdfunding Sites,\u201d Wall Street Journal, November 27, 2011, accessed December 1, 2011, online.wsj.com\/article\/SB10001424052970204443404577052013654406558.html?mod=googlenews_ws\" id=\"return-footnote-70-251\" href=\"#footnote-70-251\" aria-label=\"Footnote 251\"><sup class=\"footnote\">[251]<\/sup><\/a><\/span><\/p>\n<div class=\"video editable block\" id=\"cadden_1.0-ch07_s09_s03_n01\">\n<h3 class=\"title\">Video Clip 17.22\u00a0Susie\u2019s Lemonade Stand<\/h3>\n<p><iframe loading=\"lazy\" id=\"oembed-17\" title=\"Susie&#39;s Lemonade Stand\" width=\"500\" height=\"281\" src=\"https:\/\/www.youtube.com\/embed\/GSgovpUUHXE?feature=oembed&#38;rel=0\" frameborder=\"0\" allowfullscreen=\"allowfullscreen\"><\/iframe><\/p>\n<p class=\"para\">How wireless technology can provide communication and distribution support.<\/p>\n<div class=\"textbox key-takeaways\">\n<h3 itemprop=\"educationalUse\">Key Takeaways<\/h3>\n<ul id=\"cadden_1.0-ch07_s09_s03_l01\" class=\"itemizedlist\">\n<li>Marketing strategy plays a key role in delivering customer value.<\/li>\n<li>Marketing strategy should be developed within the context of a cash-flow strategy.<\/li>\n<li>Digital technology and the e-environment continue to offer significant opportunities for small businesses.<\/li>\n<\/ul>\n<\/div>\n<\/div>\n<div class=\"key_takeaways editable block\" id=\"cadden_1.0-ch07_s09_s03_n02\"><\/div>\n<div class=\"exercises editable block\" id=\"cadden_1.0-ch07_s09_s03_n03\">\n<div class=\"textbox exercises\">\n<h3 itemprop=\"educationalUse\">Exercises<\/h3>\n<p id=\"cadden_1.0-ch07_s09_s03_p05\" class=\"para\">You run a small, specialized electronics firm that produces unique and highly sophisticated products. Your sales are evenly split between military contracts and commercial aviation. Two years ago, during a recent economic downturn, your business was under considerable cost pressure. To reduce costs, you switched from two American-based suppliers to a Taiwanese manufacturer. Last week, a national newspaper released a story that revealed that this Taiwanese manufacturer was using counterfeit chips produced in mainland China. This is clearly illegal, but things were made even worse by the speculation that the Chinese-made chips might be mechanisms that could be used in cyber warfare. It looks as though there will be at least one congressional investigation that will examine the national security issues associated with the counterfeit chips. Unfortunately, your firm was prominently mentioned in the article as one of the firms that had purchased a large number of these chips. This could have a major impact on a firm of your size.<\/p>\n<ol id=\"cadden_1.0-ch07_s09_s03_l02\" class=\"orderedlist\">\n<li>What should you do?<\/li>\n<li>How would you develop a marketing communications plan to deal with this crisis?<\/li>\n<li>How would you deal with the anticipated cash-flow crisis?<\/li>\n<li>How should you handle the issue of customer value?<\/li>\n<\/ol>\n<\/div>\n<div class=\"textbox examples\">\n<h3 itemprop=\"educationalUse\">Disaster Watch<\/h3>\n<p id=\"cadden_1.0-ch07_s09_s03_p06\" class=\"para\">Robert has spent the last year building his Internet business. He registered his domain name shortly after developing his idea. Three months were then spent waiting for his web developer to create a custom website built to his specifications. Just when Robert thought his online venture was going to die on the vine, his web guru called to ask if Robert wanted to see the site.<\/p>\n<p id=\"cadden_1.0-ch07_s09_s03_p07\" class=\"para\">Robert quickly typed in the URL of his domain. There, for all to see, was his website. The online catalog was complete, the merchant account had been set up\u2014and has been for two weeks because he has been paying the monthly fees in anticipation of the site launch date. The e-mail at the domain is configured, and Robert\u2019s online business is underway.<\/p>\n<p id=\"cadden_1.0-ch07_s09_s03_p08\" class=\"para\">Search engine optimization helps to drive traffic to Robert\u2019s site. He sends out e-mail messages to everyone on his mailing list to let them know that his online venture is now open for business. Sales started slowly, as expected, but they grew steadily. The twenty-third sale was as exciting as the first.<\/p>\n<p id=\"cadden_1.0-ch07_s09_s03_p09\" class=\"para\">On the morning of the business\u2019s one-year anniversary since buying his domain name, Robert goes to the office and turns on his computer with thoughts of checking his e-mail. His e-mail program announces an error. Something about \u201ccould not connect to server.\u201d<\/p>\n<p id=\"cadden_1.0-ch07_s09_s03_p10\" class=\"para\">Robert\u2019s first thought was that perhaps the hosting company was having a network issue. He decides to wait for half an hour\u2026but gets the same error. He decides to wait another ten minutes and try again. If it still does not work then, he plans to call his hosting company.<\/p>\n<p id=\"cadden_1.0-ch07_s09_s03_p11\" class=\"para\">Ten minutes go by. The error keeps showing up. One more try. The error pops up again. Robert picks up the phone and calls the hosting company. Once he gets a tech on the phone, he explains the situation, saying that he needs his e-mail up and running so that he can follow up on the orders that came into the store last night. The next ten minutes are spent double-checking settings on the e-mail program. Still nothing works.<\/p>\n<p id=\"cadden_1.0-ch07_s09_s03_p12\" class=\"para\">Eventually, someone at the hosting company thinks to check the domain name. <strong class=\"emphasis bold\">DISASTER!<\/strong> The domain name had expired at midnight. No business can be conducted, and some people may think he has gone out of business.<\/p>\n<p id=\"cadden_1.0-ch07_s09_s03_p13\" class=\"para\">What does Robert have to do now?<span class=\"footnote\" id=\"cadden_1.0-fn07_238\"><a class=\"footnote\" title=\"Michael Raymond, \u201cCostly Small Business Marketing Mistakes Every Entrepreneur Must Avoid,\u201d Helium, accessed December 1, 2011, www.helium.com\/items\/1644285-current-domain-registration-expired-domain-names.\" id=\"return-footnote-70-252\" href=\"#footnote-70-252\" aria-label=\"Footnote 252\"><sup class=\"footnote\">[252]<\/sup><\/a><\/span><\/p>\n<\/div>\n<\/div>\n<div class=\"callout editable block\" id=\"cadden_1.0-ch07_s09_s03_n04\">\n<div class=\"textbox examples\">\n<h3 itemprop=\"educationalUse\">Elegant Touch<\/h3>\n<div id=\"navbar-top\" class=\"navbar\">\n<div class=\"navbar-part left\"><img decoding=\"async\" src=\"http:\/\/pressbooks.library.upei.ca\/smallbusinessmanagement\/wp-content\/uploads\/sites\/23\/2018\/12\/25bd376d4be54282c10060de4f17a137.jpg\" alt=\"image\" style=\"color: #373d3f; font-size: 14pt;\" \/><\/div>\n<\/div>\n<div>\n<div class=\"chapter\" id=\"cadden_1.0-ch07\" xml:lang=\"en\">\n<div class=\"callout block\" id=\"cadden_1.0-ch07_n01\">\n<div class=\"informalfigure large\" id=\"cadden_1.0-ch07_fx01\">\n<div class=\"copyright\">\n<p class=\"para\">Source: Used with permission from Anita Bruscino.<\/p>\n<\/div>\n<\/div>\n<p id=\"cadden_1.0-ch07_p01\" class=\"para\">Anita Bruscino, the sole proprietor of <a class=\"link\" target=\"_blank\" href=\"http:\/\/elegantouchfinegifts.net\" rel=\"noopener noreferrer\">Elegant Touch<\/a>, began her career as a mechanical engineer. She worked in her family\u2019s manufacturing business until she and her father left because of too many factions in the company. This provided her with the opportunity to start her own business, something she had always known in her heart that she wanted to do.<\/p>\n<p id=\"cadden_1.0-ch07_p02\" class=\"para\">Anita was inspired to open a gift shop by a family friend who had owned her own gift shop. She gave Anita advice on starting her own business, and Elegant Touch opened in 1994. Anita has since expanded the business and is celebrating the shop\u2019s eighteenth anniversary, with the last six years in its larger location. The shop is warm, lovely, and comfortable, featuring unique gifts for all occasions and specializing in American handcrafted gift items and gift baskets. Shoppers will also find maternity gifts, items for the sweet tooth, specialty foods, special seasonal sections<span class=\"footnote\" id=\"cadden_1.0-fn07_001\"><a class=\"footnote\" title=\"Leslie Hutchison, \u201cElegant Touch Fine Gifts,\u201d CheshirePatch, accessed March 24, 2012, cheshire.patch.com\/listings\/elegant-touch-fine-gifts\" id=\"return-footnote-70-253\" href=\"#footnote-70-253\" aria-label=\"Footnote 253\"><sup class=\"footnote\">[253]<\/sup><\/a> &#8212;<\/span>and a friendly smile from Anita. One thing that you will not find at Elegant Touch is what you find in other gift shops in her market area. When selecting products for her shop, Anita asks vendors whether other stores in the area carry the gift line she is considering. She will not carry duplicates. She likes to see new things and follows the trade magazines to help her do that. When asked how she chooses the products to carry, she described the process as instinctive\u2014\u201cfrom the gut.\u201d<\/p>\n<p id=\"cadden_1.0-ch07_p03\" class=\"para\">Anita describes her customer demographics as mostly women, between thirty and seventy years old, married, and established with a home. Because many of her customers are repeat customers, the reason for fresh products is clear. A stale product line is not something that she can afford. Her pricing strategy is consistent with common practice in the industry, but many of her customers have commented that she delivers very high value for the prices she charges. She is not interested in selling online because she does not want to expand any further. She is at a nice comfort level and does not want to deal with the additional inventory implications or the need to hire additional employees. As a result, the Elegant Touch website is for basic information only. In promoting Elegant Touch, Anita says that word of mouth works the best. She advertises in the local paper occasionally, supports local events, and is preparing for her first e-mail blast. She is exploring a Facebook presence but is not yet convinced that it will be of much value to her business.<\/p>\n<p id=\"cadden_1.0-ch07_p04\" class=\"para\">Like all small businesses, Elegant Touch has been impacted by the ups and downs in the economy, with some times being tougher than others. Because Anita has only two part-time employees, however, she has not been faced with the employee layoffs that have hit other small companies. When asked what keeps her going in the rough times, she answered, \u201cYou have to love it.\u201d Just walk into her gift shop, and you will see clearly that she does.<span class=\"footnote\" id=\"cadden_1.0-fn07_002\"><a class=\"footnote\" title=\"Except for the content from CheshirePatch.com, all information herein is based on an interview with Anita Bruscino, owner of Elegant Touch, March 2, 2012.\" id=\"return-footnote-70-254\" href=\"#footnote-70-254\" aria-label=\"Footnote 254\"><sup class=\"footnote\">[254]<\/sup><\/a><\/span><\/p>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<hr class=\"before-footnotes clear\" \/><div class=\"footnotes\"><ol><li id=\"footnote-70-1\">Lynne Saarte, \u201cSmall Business Marketing Is Different from Big Business Marketing,\u201d Articlecity, accessed December 1, 2011, www.articlecity.com\/articles\/marketing\/article_4959.shtml <a href=\"#return-footnote-70-1\" class=\"return-footnote\" aria-label=\"Return to footnote 1\">&crarr;<\/a><\/li><li id=\"footnote-70-2\">Lyndon David, \u201cSmall Business Marketing Strategy: How Different Is It from Larger Businesses?,\u201d Slideshare, accessed December 1, 2011, www.slideshare.net\/lyndondavid\/small-business-marketing-strategy-how-different -is-it-from-larger-businesses. <a href=\"#return-footnote-70-2\" class=\"return-footnote\" aria-label=\"Return to footnote 2\">&crarr;<\/a><\/li><li id=\"footnote-70-3\">Lyndon David, \u201cSmall Business Marketing Strategy: How Different Is It from Larger Businesses?,\u201d Slideshare, accessed December 1, 2011, www.slideshare.net\/lyndondavid\/small-business-marketing-strategy-how-different-is-it-from-larger -businesses <a href=\"#return-footnote-70-3\" class=\"return-footnote\" aria-label=\"Return to footnote 3\">&crarr;<\/a><\/li><li id=\"footnote-70-4\">Lyndon David, \u201cSmall Business Marketing Strategy: How Different Is It from Larger Businesses?,\u201d Slideshare, accessed December 1, 2011, www.slideshare.net\/lyndondavid\/small-business-marketing-strategy-how-different-is-it-from-larger -businesses <a href=\"#return-footnote-70-4\" class=\"return-footnote\" aria-label=\"Return to footnote 4\">&crarr;<\/a><\/li><li id=\"footnote-70-5\">Ann Handley, \u201cAct Your Shoe Size, Not Your Age: 3 Ways to Market Smaller in 2011,\u201d MarketingProfs, January 3, 2011, accessed December 1, 2011, www.mpdailyfix.com\/3-ways-to-market-smaller-in-2011. <a href=\"#return-footnote-70-5\" class=\"return-footnote\" aria-label=\"Return to footnote 5\">&crarr;<\/a><\/li><li id=\"footnote-70-6\">John Jantsch, \u201cMarketing without Strategy Is the Noise before Failure,\u201d Duct Tape Marketing, November 29, 2010, accessed December 1, 2011, www.ducttapemarketing.com\/blog\/2010\/11\/29\/marketing-without-strategy-is-the -noise-before-failure <a href=\"#return-footnote-70-6\" class=\"return-footnote\" aria-label=\"Return to footnote 6\">&crarr;<\/a><\/li><li id=\"footnote-70-7\">Susan I. Reid, \u201cHow to Write a Great Business Vision Statement,\u201d <em class=\"emphasis\">Alkamae<\/em>, February 23, 2009, accessed December 2, 2011, <a class=\"link\" target=\"_blank\" href=\"http:\/\/alkamae.com\/content.php?id=285\" rel=\"noopener noreferrer\">http:\/\/alkamae.com\/content.php?id=285<\/a> <a href=\"#return-footnote-70-7\" class=\"return-footnote\" aria-label=\"Return to footnote 7\">&crarr;<\/a><\/li><li id=\"footnote-70-8\">\u201cMarketing Plan: Marketing Objectives and Strategies,\u201d <em class=\"emphasis\">Small Business Notes<\/em>, accessed December 2, 2011, <a class=\"link\" target=\"_blank\" href=\"http:\/\/www.smallbusinessnotes.com\/starting-a-business\/marketing-plan-marketing-objectives-and-strategies.html\" rel=\"noopener noreferrer\">http:\/\/www.smallbusinessnotes.com\/starting-a-business\/marketing-plan-marketing-objectives-and-strategies.html<\/a> <a href=\"#return-footnote-70-8\" class=\"return-footnote\" aria-label=\"Return to footnote 8\">&crarr;<\/a><\/li><li id=\"footnote-70-9\">Jay Ebben, \u201cDeveloping Effective Vision and Mission Statements,\u201d Inc., February 1, 2005, accessed December 1, 2011, www.inc.com\/resources\/startup\/articles\/20050201\/missionstatement.html <a href=\"#return-footnote-70-9\" class=\"return-footnote\" aria-label=\"Return to footnote 9\">&crarr;<\/a><\/li><li id=\"footnote-70-10\">Jay Ebben, \u201cDeveloping Effective Vision and Mission Statements,\u201d Inc., February 1, 2005, accessed December 1, 2011, www.inc.com\/resources\/startup\/articles\/20050201\/missionstatement.html <a href=\"#return-footnote-70-10\" class=\"return-footnote\" aria-label=\"Return to footnote 10\">&crarr;<\/a><\/li><li id=\"footnote-70-11\">Jay Ebben, \u201cDeveloping Effective Vision and Mission Statements,\u201d Inc., February 1, 2005, accessed December 1, 2011, www.inc.com\/resources\/startup\/articles\/20050201\/missionstatement.html <a href=\"#return-footnote-70-11\" class=\"return-footnote\" aria-label=\"Return to footnote 11\">&crarr;<\/a><\/li><li id=\"footnote-70-12\">Susan Ward, \u201cSample Vision Statements,\u201d About.com, accessed December 1, 2011, sbinfocanada.about.com\/od\/businessplanning\/a\/samplevisions.htm. <a href=\"#return-footnote-70-12\" class=\"return-footnote\" aria-label=\"Return to footnote 12\">&crarr;<\/a><\/li><li id=\"footnote-70-13\">\u201cOrganic Restaurant Business Plan: Studio67,\u201d Bplans, accessed December 1, 2011, www.bplans.com\/organic_restaurant_business_plan\/executive_summary_fc.cfm <a href=\"#return-footnote-70-13\" class=\"return-footnote\" aria-label=\"Return to footnote 13\">&crarr;<\/a><\/li><li id=\"footnote-70-14\">\u201cHow to Choose Marketing Plan Objectives,\u201d accessed January 24, 2012, <a class=\"link\" target=\"_blank\" href=\"http:\/\/www.hellomarketing.biz\/planning-strategy\/marketing-plan-objectives.php\" rel=\"noopener noreferrer\">www.hellomarketing.biz\/planning-strategy\/marketing-plan-objectives.php<\/a>  <a href=\"#return-footnote-70-14\" class=\"return-footnote\" aria-label=\"Return to footnote 14\">&crarr;<\/a><\/li><li id=\"footnote-70-15\">Adapted from \u201cMarketing Plan: Marketing Objectives and Strategies,\u201d <em class=\"emphasis\">Small Business Notes<\/em>, accessed December 1, 2011, <a class=\"link\" target=\"_blank\" href=\"http:\/\/www.smallbusinessnotes.com\/starting-a-business\/marketing-plan-marketing-objectives-and-strategies.html\" rel=\"noopener noreferrer\">www.smallbusinessnotes.com\/starting -a-business\/marketing-plan-marketing-objectives-and-strategies.html<\/a> <a href=\"#return-footnote-70-15\" class=\"return-footnote\" aria-label=\"Return to footnote 15\">&crarr;<\/a><\/li><li id=\"footnote-70-16\">Judy Strauss and Raymond Frost, <em class=\"emphasis\">E-Marketing<\/em> (Upper Saddle River, NJ: Pearson Prentice Hall, 2009), 6. <a href=\"#return-footnote-70-16\" class=\"return-footnote\" aria-label=\"Return to footnote 16\">&crarr;<\/a><\/li><li id=\"footnote-70-17\">Bobette Kyle, \u201cMarketing Objectives for Your Website,\u201d <em class=\"emphasis\">WebSiteMarketingPlan.com<\/em>, December 10, 2010, accessed December 1, 2011, <a class=\"link\" target=\"_blank\" href=\"http:\/\/www.websitemarketingplan.com\/marketing_management\/marketingobjectivesarticle.htm\" rel=\"noopener noreferrer\">www.websitemarketingplan.com\/marketing_management\/marketingobjectivesarticle.htm<\/a> <a href=\"#return-footnote-70-17\" class=\"return-footnote\" aria-label=\"Return to footnote 17\">&crarr;<\/a><\/li><li id=\"footnote-70-18\">Judy Strauss and Raymond Frost, <em class=\"emphasis\">E-Marketing<\/em> (Upper Saddle River, NJ: Pearson Prentice Hall, 2009), 5. <a href=\"#return-footnote-70-18\" class=\"return-footnote\" aria-label=\"Return to footnote 18\">&crarr;<\/a><\/li><li id=\"footnote-70-19\">Dana-Nicoleta Lascu and Kenneth E. Clow, <em class=\"emphasis\">Essentials of Marketing<\/em> (Mason, OH: Atomic Dog Publishing, 2007), 179. <a href=\"#return-footnote-70-19\" class=\"return-footnote\" aria-label=\"Return to footnote 19\">&crarr;<\/a><\/li><li id=\"footnote-70-20\">John Jantsch, \u201cThe Cycle of Strategy,\u201d <em class=\"emphasis\">Duct Tape Marketing<\/em>, March 29, 2010, accessed December 1, 2011, <a class=\"link\" target=\"_blank\" href=\"http:\/\/www.ducttapemarketing.com\/blog\/2010\/03\/29\/the-cycle-of-strategy\" rel=\"noopener noreferrer\">www.ducttapemarketing.com\/blog\/2010\/03\/29\/the-cycle-of -strategy<\/a> <a href=\"#return-footnote-70-20\" class=\"return-footnote\" aria-label=\"Return to footnote 20\">&crarr;<\/a><\/li><li id=\"footnote-70-21\"><span class=\"footnote\">Dana-Nicoleta Lascu and Kenneth E. Clow, <em class=\"emphasis\">Essentials of Marketing<\/em> (Mason, OH: Atomic Dog Publishing, 2007), 175\u201376.<\/span> <a href=\"#return-footnote-70-21\" class=\"return-footnote\" aria-label=\"Return to footnote 21\">&crarr;<\/a><\/li><li id=\"footnote-70-22\">Dana-Nicoleta Lascu and Kenneth E. Clow, <em class=\"emphasis\">Essentials of Marketing<\/em> (Mason, OH: Atomic Dog Publishing, 2007), 176. <a href=\"#return-footnote-70-22\" class=\"return-footnote\" aria-label=\"Return to footnote 22\">&crarr;<\/a><\/li><li id=\"footnote-70-23\">Dana-Nicoleta Lascu and Kenneth E. Clow, <em class=\"emphasis\">Essentials of Marketing<\/em> (Mason, OH: Atomic Dog Publishing, 2007), 176. <a href=\"#return-footnote-70-23\" class=\"return-footnote\" aria-label=\"Return to footnote 23\">&crarr;<\/a><\/li><li id=\"footnote-70-24\">Susan MaGee, \u201cHow to Identify a Target Market and Prepare a Customer Profile,\u201d accessed January 24, 2012, <a class=\"link\" target=\"_blank\" href=\"http:\/\/edwardlowe.org\/erc\/?ercID=6378\" rel=\"noopener noreferrer\">http:\/\/edwardlowe.org\/erc\/?ercID=6378<\/a>; Adapted from \u201c3 Reasons to Choose a Target Market,\u201d <em class=\"emphasis\">Morningstar Marketing Coach<\/em>, December 16, 2008, accessed December 1, 2011, <a class=\"link\" target=\"_blank\" href=\"http:\/\/www.morningstarmultimedia.com\/3-reasons-to-choose-a-target-market\" rel=\"noopener noreferrer\">www.morningstarmultimedia.com\/3-reasons-to-choose-a-target-market<\/a> <a href=\"#return-footnote-70-24\" class=\"return-footnote\" aria-label=\"Return to footnote 24\">&crarr;<\/a><\/li><li id=\"footnote-70-25\">Susan Ward, \u201cNiche Market,\u201d <em class=\"emphasis\">About.com<\/em>, accessed December 1, 2011, <a class=\"link\" target=\"_blank\" href=\"http:\/\/sbinfocanada.about.com\/cs\/marketing\/g\/nichemarket.htm\" rel=\"noopener noreferrer\">sbinfocanada.about.com\/cs\/marketing\/g\/nichemarket.htm<\/a> <a href=\"#return-footnote-70-25\" class=\"return-footnote\" aria-label=\"Return to footnote 25\">&crarr;<\/a><\/li><li id=\"footnote-70-26\">Philip Kotler and Kevin Lane Keller, <em class=\"emphasis\">Marketing Management<\/em> (Upper Saddle River, NJ: Pearson Prentice Hall, 2009), 276. <a href=\"#return-footnote-70-26\" class=\"return-footnote\" aria-label=\"Return to footnote 26\">&crarr;<\/a><\/li><li id=\"footnote-70-27\">Bonny Albo, \u201cMaking a Business Stand Out from Its Competitors,\u201d <em class=\"emphasis\">Entrepreneurs @ Suite 101<\/em>, August 9, 2009, accessed December 1, 2011, <a class=\"link\" target=\"_blank\" href=\"http:\/\/bonny-albo.suite101.com\/marketing-strategy-differentiation-a136498\" rel=\"noopener noreferrer\">bonny-albo.suite101.com\/marketing-strategy-differentiation-a136498<\/a> <a href=\"#return-footnote-70-27\" class=\"return-footnote\" aria-label=\"Return to footnote 27\">&crarr;<\/a><\/li><li id=\"footnote-70-28\">Kim T. Gordon, \u201cDare to Be Different,\u201d April 1, 2005, accessed December 1, 2011, <a class=\"link\" target=\"_blank\" href=\"http:\/\/www.entrepreneur.com\/article\/76736\" rel=\"noopener noreferrer\">www.entrepreneur.com\/article\/76736<\/a> <a href=\"#return-footnote-70-28\" class=\"return-footnote\" aria-label=\"Return to footnote 28\">&crarr;<\/a><\/li><li id=\"footnote-70-29\">Dan Herman, \u201cThe Surprising Secret of Successful Differentiation,\u201d <em class=\"emphasis\">Fast Company<\/em>, June 7, 2008, accessed December 1, 2011, <a class=\"link\" target=\"_blank\" href=\"http:\/\/www.fastcompany.com\/blog\/dan-herman\/outsmart-mba-clones\/surprising-secret-successful-differentiation?\" rel=\"noopener noreferrer\">www.fastcompany.com\/blog\/dan -herman\/outsmart-mba-clones\/surprising-secret-successful-differentiation?<\/a> <a href=\"#return-footnote-70-29\" class=\"return-footnote\" aria-label=\"Return to footnote 29\">&crarr;<\/a><\/li><li id=\"footnote-70-30\">Bonny Albo, \u201cMaking a Business Stand Out from Its Competitors,\u201d <em class=\"emphasis\">Entrepreneurs @ Suite 101<\/em>, August 9, 2009, accessed December 1, 2011, <a class=\"link\" target=\"_blank\" href=\"http:\/\/bonny-albo.suite101.com\/marketing-strategy-differentiation-a136498\" rel=\"noopener noreferrer\">bonny-albo.suite101.com\/marketing-strategy-differentiation-a136498<\/a> <a href=\"#return-footnote-70-30\" class=\"return-footnote\" aria-label=\"Return to footnote 30\">&crarr;<\/a><\/li><li id=\"footnote-70-31\">Ian C. MacMillan and Rita Gunther McGrath, \u201cDiscovering New Points of Differentiation,\u201d <em class=\"emphasis\">Harvard Business Review<\/em>, July\u2013August 1997, 133\u2013145, as cited in Philip Kotler and Kevin Lane Keller, <em class=\"emphasis\">Marketing Management<\/em> (Upper Saddle River, NJ: Pearson Prentice Hall, 2009), 277. <a href=\"#return-footnote-70-31\" class=\"return-footnote\" aria-label=\"Return to footnote 31\">&crarr;<\/a><\/li><li id=\"footnote-70-32\">Al Ries and Jack Trout, <em class=\"emphasis\">Positioning: The Battle for Your Mind<\/em> (New York: McGraw-Hill, 2001), 3. <a href=\"#return-footnote-70-32\" class=\"return-footnote\" aria-label=\"Return to footnote 32\">&crarr;<\/a><\/li><li id=\"footnote-70-33\">David A. Aaker and Gary Shansby, \u201cPositioning Your Product,\u201d <em class=\"emphasis\">Business Horizons<\/em>, May\u2013June 1982, 56\u201362. <a href=\"#return-footnote-70-33\" class=\"return-footnote\" aria-label=\"Return to footnote 33\">&crarr;<\/a><\/li><li id=\"footnote-70-34\">\u201cProduct Positioning,\u201d <em class=\"emphasis\">Inc.<\/em>, accessed December 1, 2011, <a class=\"link\" target=\"_blank\" href=\"http:\/\/www.inc.com\/encyclopedia\/product-positioning.html\" rel=\"noopener noreferrer\">www.inc.com\/encyclopedia\/product-positioning.html<\/a> <a href=\"#return-footnote-70-34\" class=\"return-footnote\" aria-label=\"Return to footnote 34\">&crarr;<\/a><\/li><li id=\"footnote-70-35\">David A. Aaker and Gary Shansby, \u201cPositioning Your Product,\u201d <em class=\"emphasis\">Business Horizons<\/em>, May\u2013June 1982, 56\u201362. <a href=\"#return-footnote-70-35\" class=\"return-footnote\" aria-label=\"Return to footnote 35\">&crarr;<\/a><\/li><li id=\"footnote-70-36\">Jim T. Ryan, \u201cSweet Strategy: Artisan Chocolatier Eyes Internet, Corporate Giving for Growth,\u201d <em class=\"emphasis\">Central Penn Business Journal<\/em>, November 26, 2010, 3\u20136. <a href=\"#return-footnote-70-36\" class=\"return-footnote\" aria-label=\"Return to footnote 36\">&crarr;<\/a><\/li><li id=\"footnote-70-37\">\u201cOur Story,\u201d <em class=\"emphasis\">KIND Healthy Snacks<\/em>, accessed December 8, 2011, <a class=\"link\" target=\"_blank\" href=\"http:\/\/www.kindsnacks.com\/our-story\" rel=\"noopener noreferrer\">www.kindsnacks.com\/our-story<\/a> <a href=\"#return-footnote-70-37\" class=\"return-footnote\" aria-label=\"Return to footnote 37\">&crarr;<\/a><\/li><li id=\"footnote-70-38\"><span class=\"footnote\">Dana-Nicoleta Lascu and Kenneth E. Clow, <em class=\"emphasis\">Essentials of Marketing<\/em> (Mason, OH: Atomic Dog Publishing, 2007), 181.<\/span> <a href=\"#return-footnote-70-38\" class=\"return-footnote\" aria-label=\"Return to footnote 38\">&crarr;<\/a><\/li><li id=\"footnote-70-39\">Lisa Nielsen, \u201cProduct Positioning and Differentiation Strategy,\u201d <em class=\"emphasis\">Chron.com<\/em>, accessed June 1, 2012, <a class=\"link\" target=\"_blank\" href=\"http:\/\/smallbusiness.chron.com\/product-positioning-strategy-3350.html\" rel=\"noopener noreferrer\">http:\/\/smallbusiness.chron.com\/product-positioning -strategy-3350.html<\/a> <a href=\"#return-footnote-70-39\" class=\"return-footnote\" aria-label=\"Return to footnote 39\">&crarr;<\/a><\/li><li id=\"footnote-70-40\">\u201cPositioning Strategy Statement,\u201d <em class=\"emphasis\">Business Owner\u2019s Toolkit<\/em>, accessed December 1, 2011, <a class=\"link\" target=\"_blank\" href=\"http:\/\/www.toolkit.com\/small_business_guide\/sbg.aspx?nid=P03_7003\" rel=\"noopener noreferrer\">www.toolkit.com\/small_business_guide\/sbg.aspx?nid=P03_7003<\/a> <a href=\"#return-footnote-70-40\" class=\"return-footnote\" aria-label=\"Return to footnote 40\">&crarr;<\/a><\/li><li id=\"footnote-70-41\"><span class=\"footnote\">David A. Aaker and Gary Shansby, \u201cPositioning Your Product,\u201d <em class=\"emphasis\">Business Horizons<\/em>, May\u2013June 1982, 56\u201362.<\/span> <a href=\"#return-footnote-70-41\" class=\"return-footnote\" aria-label=\"Return to footnote 41\">&crarr;<\/a><\/li><li id=\"footnote-70-42\">Andy LaPointe, \u201cIs Your Positioning Statement Confusing Your Customers?,\u201d <em class=\"emphasis\">Small Business Branding<\/em>, May 13, 2007, accessed December 1, 2011, <a class=\"link\" target=\"_blank\" href=\"http:\/\/www.smallbusinessbranding.com\/714\/is-your-positioning-statement-confusing-your-customers\" rel=\"noopener noreferrer\">www.smallbusinessbranding.com\/714\/is-your-positioning-statement-confusing -your-customers<\/a> <a href=\"#return-footnote-70-42\" class=\"return-footnote\" aria-label=\"Return to footnote 42\">&crarr;<\/a><\/li><li id=\"footnote-70-43\">Andy LaPointe, \u201cIs Your Positioning Statement Confusing Your Customers?,\u201d <em class=\"emphasis\">Small Business Branding<\/em>, May 13, 2007, accessed December 1, 2011, <a class=\"link\" target=\"_blank\" href=\"http:\/\/www.smallbusinessbranding.com\/714\/is-your-positioning-statement-confusing-your-customers\" rel=\"noopener noreferrer\">www.smallbusinessbranding.com\/714\/is-your-positioning-statement-confusing -your-customers<\/a> <a href=\"#return-footnote-70-43\" class=\"return-footnote\" aria-label=\"Return to footnote 43\">&crarr;<\/a><\/li><li id=\"footnote-70-44\"><span class=\"footnote\">Dana-Nicoleta Lascu and Kenneth E. Clow, <em class=\"emphasis\">Essentials of Marketing<\/em> (Mason, OH: Atomic Dog Publishing, 2007), 226.<\/span> <a href=\"#return-footnote-70-44\" class=\"return-footnote\" aria-label=\"Return to footnote 44\">&crarr;<\/a><\/li><li id=\"footnote-70-45\">Dana-Nicoleta Lascu and Kenneth E. Clow, <em class=\"emphasis\">Essentials of Marketing<\/em> (Mason, OH: Atomic Dog Publishing, 2007), 117. <a href=\"#return-footnote-70-45\" class=\"return-footnote\" aria-label=\"Return to footnote 45\">&crarr;<\/a><\/li><li id=\"footnote-70-46\">Rick Suttle, \u201cWhat Is a Product Mix?,\u201d <em class=\"emphasis\">Chron.com<\/em>, accessed December 1, 2011, <a class=\"link\" target=\"_blank\" href=\"http:\/\/smallbusiness.chron.com\/product-mix-639.html\" rel=\"noopener noreferrer\">smallbusiness.chron.com\/product-mix-639.html<\/a> <a href=\"#return-footnote-70-46\" class=\"return-footnote\" aria-label=\"Return to footnote 46\">&crarr;<\/a><\/li><li id=\"footnote-70-47\">Jan Zimmerman, <em class=\"emphasis\">Web Marketing for Dummies<\/em>, 2nd ed. (Hoboken, NJ: Wiley, 2009), 101. <a href=\"#return-footnote-70-47\" class=\"return-footnote\" aria-label=\"Return to footnote 47\">&crarr;<\/a><\/li><li id=\"footnote-70-48\"><span class=\"footnote\">Jan Zimmerman, <em class=\"emphasis\">Web Marketing for Dummies<\/em>, 2nd ed. (Hoboken, NJ: Wiley, 2009), 101.<\/span> <a href=\"#return-footnote-70-48\" class=\"return-footnote\" aria-label=\"Return to footnote 48\">&crarr;<\/a><\/li><li id=\"footnote-70-49\">Jan Zimmerman, <em class=\"emphasis\">Web Marketing for Dummies<\/em>, 2nd ed. (Hoboken, NJ: Wiley, 2009), 101\u20132. <a href=\"#return-footnote-70-49\" class=\"return-footnote\" aria-label=\"Return to footnote 49\">&crarr;<\/a><\/li><li id=\"footnote-70-50\"><span class=\"footnote\">Tom Peters, <em class=\"emphasis\">Re-imagine! Business Excellence in a Disruptive Age<\/em> (London: Dorling Kindersley Limited, 2003), 132\u201346.<\/span> <a href=\"#return-footnote-70-50\" class=\"return-footnote\" aria-label=\"Return to footnote 50\">&crarr;<\/a><\/li><li id=\"footnote-70-51\">Tom Peters, <em class=\"emphasis\">Re-imagine! Business Excellence in a Disruptive Age<\/em> (London: Dorling Kindersley Limited, 2003), 132\u2013146, as cited in Bob Lamons, \u201cStrong Image Design Creates Passion for Firm, Its Products,\u201d <em class=\"emphasis\">Marketing News<\/em>, April 15, 2005, 7. <a href=\"#return-footnote-70-51\" class=\"return-footnote\" aria-label=\"Return to footnote 51\">&crarr;<\/a><\/li><li id=\"footnote-70-52\">Dana-Nicoleta Lascu and Kenneth E. Clow, <em class=\"emphasis\">Essentials of Marketing<\/em> (Mason, OH: Atomic Dog Publishing, 2007), 242 <a href=\"#return-footnote-70-52\" class=\"return-footnote\" aria-label=\"Return to footnote 52\">&crarr;<\/a><\/li><li id=\"footnote-70-53\">Dominic Donaldson, \u201cThe Importance of Good Product Design,\u201d <em class=\"emphasis\">Artipot<\/em>, December 8, 2008, accessed December 1, 2011, <a class=\"link\" target=\"_blank\" href=\"http:\/\/www.artipot.com\/articles\/246078\/the-importance-of-good-product-design.htm\" rel=\"noopener noreferrer\">www.artipot.com\/articles\/246078\/the -importance-of-good-product-design.htm<\/a> <a href=\"#return-footnote-70-53\" class=\"return-footnote\" aria-label=\"Return to footnote 53\">&crarr;<\/a><\/li><li id=\"footnote-70-54\">Ted Mininni, \u201cDesign: The New Corporate Marketing Strategy,\u201d <em class=\"emphasis\">MarketingProfs<\/em>, November 5, 2005, accessed December 1, 2011, <a class=\"link\" target=\"_blank\" href=\"http:\/\/www.marketingprofs.com\/articles\/2005\/1670\/design-the-new-corporate-marketing-strategy\" rel=\"noopener noreferrer\">www.marketingprofs.com\/articles\/2005\/1670\/design-the-new-corporate-marketing-strategy<\/a> <a href=\"#return-footnote-70-54\" class=\"return-footnote\" aria-label=\"Return to footnote 54\">&crarr;<\/a><\/li><li id=\"footnote-70-55\"><span class=\"footnote\">Philip Kotler and Kevin Lane Keller, <em class=\"emphasis\">Marketing Management<\/em> (Upper Saddle River, NJ: Pearson Prentice Hall, 2009), 325.<\/span> <a href=\"#return-footnote-70-55\" class=\"return-footnote\" aria-label=\"Return to footnote 55\">&crarr;<\/a><\/li><li id=\"footnote-70-56\">Dominic Donaldson, \u201cThe Importance of Good Product Design,\u201d <em class=\"emphasis\">Artipot<\/em>, December 8, 2008, accessed December 1, 2011, <a class=\"link\" target=\"_blank\" href=\"http:\/\/www.artipot.com\/articles\/246078\/the-importance-of-good-product-design.htm\" rel=\"noopener noreferrer\">www.artipot.com\/articles\/246078\/the -importance-of-good-product-design.htm<\/a> <a href=\"#return-footnote-70-56\" class=\"return-footnote\" aria-label=\"Return to footnote 56\">&crarr;<\/a><\/li><li id=\"footnote-70-57\">Philip Kotler and Kevin Lane Keller, <em class=\"emphasis\">Marketing Management<\/em> (Upper Saddle River, NJ: Pearson Prentice Hall, 2009), 325. <a href=\"#return-footnote-70-57\" class=\"return-footnote\" aria-label=\"Return to footnote 57\">&crarr;<\/a><\/li><li id=\"footnote-70-58\">Cliff Kuang, \u201cProduct-Design Startup Quirky Gets $6 Million in VC Funding,\u201d <em class=\"emphasis\">Fast Company<\/em>, April 7, 2010, accessed December 1, 2011, <a class=\"link\" target=\"_blank\" href=\"http:\/\/www.fastcompany.com\/1609737\/product-design-startup-quirky-gets-6-million-in-vc-funding\" rel=\"noopener noreferrer\">www.fastcompany.com\/1609737\/product-design-startup-quirky-gets-6-million-in-vc-funding<\/a> <a href=\"#return-footnote-70-58\" class=\"return-footnote\" aria-label=\"Return to footnote 58\">&crarr;<\/a><\/li><li id=\"footnote-70-59\">Adapted from Dana-Nicoleta Lascu and Kenneth E. Clow, <em class=\"emphasis\">Essentials of Marketing<\/em> (Mason, OH: Atomic Dog Publishing, 2007), 264\u201368. <a href=\"#return-footnote-70-59\" class=\"return-footnote\" aria-label=\"Return to footnote 59\">&crarr;<\/a><\/li><li id=\"footnote-70-60\">Philip Kotler and Kevin Lane Keller, <em class=\"emphasis\">Marketing Management<\/em> (Upper Saddle River, NJ: Pearson Prentice Hall, 2009), 239. <a href=\"#return-footnote-70-60\" class=\"return-footnote\" aria-label=\"Return to footnote 60\">&crarr;<\/a><\/li><li id=\"footnote-70-61\">Randall Frost, \u201cPackaging Your Brand\u2019s Personality,\u201d <em class=\"emphasis\">Brandchannel<\/em>, October 3, 2005, accessed December 1, 2011, <a class=\"link\" target=\"_blank\" href=\"http:\/\/www.brandchannel.com\/features_effect.asp?pf_id=283\" rel=\"noopener noreferrer\">www.brandchannel.com\/features_effect.asp?pf_id =283<\/a> <a href=\"#return-footnote-70-61\" class=\"return-footnote\" aria-label=\"Return to footnote 61\">&crarr;<\/a><\/li><li id=\"footnote-70-62\">Philip Kotler and Kevin Lane Keller, <em class=\"emphasis\">Marketing Management<\/em> (Upper Saddle River, NJ: Pearson Prentice Hall, 2009), 339. <a href=\"#return-footnote-70-62\" class=\"return-footnote\" aria-label=\"Return to footnote 62\">&crarr;<\/a><\/li><li id=\"footnote-70-63\">\u201cBrand,\u201d <em class=\"emphasis\">American Marketing Association<\/em>, accessed December 1, 2011, <a class=\"link\" target=\"_blank\" href=\"http:\/\/www.marketingpower.com\/_layouts\/Dictionary.aspx?dLetter=B\" rel=\"noopener noreferrer\">www.marketingpower.com\/_layouts\/Dictionary.aspx?dLetter=B<\/a> <a href=\"#return-footnote-70-63\" class=\"return-footnote\" aria-label=\"Return to footnote 63\">&crarr;<\/a><\/li><li id=\"footnote-70-64\">Miranda Brookins, \u201cHow to Brand a Business,\u201d <em class=\"emphasis\">Chron.com<\/em>, accessed December 1, 2011, <a class=\"link\" target=\"_blank\" href=\"http:\/\/smallbusiness.chron.com\/brand-business-211.html\" rel=\"noopener noreferrer\">smallbusiness.chron.com\/brand-business-211.html<\/a> <a href=\"#return-footnote-70-64\" class=\"return-footnote\" aria-label=\"Return to footnote 64\">&crarr;<\/a><\/li><li id=\"footnote-70-65\"><span class=\"footnote\">Marc Gobe, <em class=\"emphasis\">Emotional Branding: The New Paradigm for Connecting Brands to People<\/em> (New York: Allworth Press, 2001), xv.<\/span> <a href=\"#return-footnote-70-65\" class=\"return-footnote\" aria-label=\"Return to footnote 65\">&crarr;<\/a><\/li><li id=\"footnote-70-66\"><span class=\"footnote\">Martin Lindstrom, <em class=\"emphasis\">Brand Sense: Build Powerful Brands through Touch, Taste, Smell, Sight, and Sound<\/em> (New York: Free Press, 2005), 10.<\/span> <a href=\"#return-footnote-70-66\" class=\"return-footnote\" aria-label=\"Return to footnote 66\">&crarr;<\/a><\/li><li id=\"footnote-70-67\">Adapted from Patrick Barwise and Sean Meehan, \u201cThe One Thing You Must Get Right When Building a Brand,\u201d <em class=\"emphasis\">Harvard Business Review<\/em>, December 2010, 80\u201384. <a href=\"#return-footnote-70-67\" class=\"return-footnote\" aria-label=\"Return to footnote 67\">&crarr;<\/a><\/li><li id=\"footnote-70-68\"><\/span><span class=\"footnote\">Laura Lake, \u201cWhat Is Branding and How Important Is It to Your Marketing Strategy?,\u201d <em class=\"emphasis\">About.com<\/em>, accessed December 1, 2011, <a class=\"link\" target=\"_blank\" href=\"http:\/\/marketing.about.com\/cs\/brandmktg\/a\/whatisbranding.htm\" rel=\"noopener noreferrer\">marketing.about.com\/cs\/brandmktg\/a\/whatisbranding.htm<\/a> <a href=\"#return-footnote-70-68\" class=\"return-footnote\" aria-label=\"Return to footnote 68\">&crarr;<\/a><\/li><li id=\"footnote-70-69\">Dana-Nicoleta Lascu and Kenneth E. Clow, <em class=\"emphasis\">Essentials of Marketing<\/em> (Mason, OH: Atomic Dog Publishing, 2007), 230. <a href=\"#return-footnote-70-69\" class=\"return-footnote\" aria-label=\"Return to footnote 69\">&crarr;<\/a><\/li><li id=\"footnote-70-70\">\u201cTop 25 Biggest Product Flops of All Time,\u201d <em class=\"emphasis\">Daily Finance<\/em>, accessed December 1, 2011, <a class=\"link\" target=\"_blank\" href=\"http:\/\/www.dailyfinance.com\/photos\/top-25-biggest-product-flops-of-all-time\" rel=\"noopener noreferrer\">www.dailyfinance.com\/photos\/top-25-biggest-product-flops-of-all-time<\/a> <a href=\"#return-footnote-70-70\" class=\"return-footnote\" aria-label=\"Return to footnote 70\">&crarr;<\/a><\/li><li id=\"footnote-70-71\">Dana-Nicoleta Lascu and Kenneth E. Clow, <em class=\"emphasis\">Essentials of Marketing<\/em> (Mason, OH: Atomic Dog Publishing, 2007), 244. <a href=\"#return-footnote-70-71\" class=\"return-footnote\" aria-label=\"Return to footnote 71\">&crarr;<\/a><\/li><li id=\"footnote-70-72\">\u201cThe Product Life Cycle,\u201d <em class=\"emphasis\">NetMBA<\/em>, accessed December 2, 2011, <a class=\"link\" target=\"_blank\" href=\"http:\/\/www.netmba.com\/marketing\/product\/lifecycle\" rel=\"noopener noreferrer\">http:\/\/www.netmba.com\/marketing\/product\/lifecycle<\/a> <a href=\"#return-footnote-70-72\" class=\"return-footnote\" aria-label=\"Return to footnote 72\">&crarr;<\/a><\/li><li id=\"footnote-70-73\">Philip Kotler and Kevin Lane Keller, <em class=\"emphasis\">Marketing Management<\/em> (Upper Saddle River, NJ: Pearson Prentice Hall, 2009), 339 <a href=\"#return-footnote-70-73\" class=\"return-footnote\" aria-label=\"Return to footnote 73\">&crarr;<\/a><\/li><li id=\"footnote-70-74\">Dana-Nicoleta Lascu and Kenneth E. Clow, <em class=\"emphasis\">Essentials of Marketing<\/em> (Mason, OH: Atomic Dog Publishing, 2007), 244 <a href=\"#return-footnote-70-74\" class=\"return-footnote\" aria-label=\"Return to footnote 74\">&crarr;<\/a><\/li><li id=\"footnote-70-75\">Kristie Lorette, \u201cHow Would the Marketing Mix Change at Different Stages of the Product Life Cycle?,\u201d <em class=\"emphasis\">Chron.com<\/em>, accessed December 1, 2011, <a class=\"link\" target=\"_blank\" href=\"http:\/\/smallbusiness.chron.com\/would-marketing-mix-change-different-stages-product-life-cycle-3283.html\" rel=\"noopener noreferrer\">smallbusiness.chron.com\/would-marketing-mix-change-different-stages-product-life-cycle-3283.html<\/a> <a href=\"#return-footnote-70-75\" class=\"return-footnote\" aria-label=\"Return to footnote 75\">&crarr;<\/a><\/li><li id=\"footnote-70-76\">Philip Kotler and Kevin Lane Keller, <em class=\"emphasis\">Marketing Management<\/em> (Upper Saddle River, NJ: Pearson Prentice Hall, 2009), 339 <a href=\"#return-footnote-70-76\" class=\"return-footnote\" aria-label=\"Return to footnote 76\">&crarr;<\/a><\/li><li id=\"footnote-70-77\">Dana-Nicoleta Lascu and Kenneth E. Clow, <em class=\"emphasis\">Essentials of Marketing<\/em> (Mason, OH: Atomic Dog Publishing, 2007), 244 <a href=\"#return-footnote-70-77\" class=\"return-footnote\" aria-label=\"Return to footnote 77\">&crarr;<\/a><\/li><li id=\"footnote-70-78\">Kristie Lorette, \u201cHow Would the Marketing Mix Change at Different Stages of the Product Life Cycle?,\u201d <em class=\"emphasis\">Chron.com<\/em>, accessed December 1, 2011, <a class=\"link\" target=\"_blank\" href=\"http:\/\/smallbusiness.chron.com\/would-marketing-mix-change-different-stages-product-life-cycle-3283.html\" rel=\"noopener noreferrer\">smallbusiness.chron.com\/would-marketing-mix-change-different-stages-product-life-cycle-3283.html<\/a> <a href=\"#return-footnote-70-78\" class=\"return-footnote\" aria-label=\"Return to footnote 78\">&crarr;<\/a><\/li><li id=\"footnote-70-79\">Philip Kotler and Kevin Lane Keller, <em class=\"emphasis\">Marketing Management<\/em> (Upper Saddle River, NJ: Pearson Prentice Hall, 2009), 339 <a href=\"#return-footnote-70-79\" class=\"return-footnote\" aria-label=\"Return to footnote 79\">&crarr;<\/a><\/li><li id=\"footnote-70-80\">Dana-Nicoleta Lascu and Kenneth E. Clow, <em class=\"emphasis\">Essentials of Marketing<\/em> (Mason, OH: Atomic Dog Publishing, 2007), 244 <a href=\"#return-footnote-70-80\" class=\"return-footnote\" aria-label=\"Return to footnote 80\">&crarr;<\/a><\/li><li id=\"footnote-70-81\">Kristie Lorette, \u201cHow Would the Marketing Mix Change at Different Stages of the Product Life Cycle?,\u201d <em class=\"emphasis\">Chron.com<\/em>, accessed December 1, 2011, <a class=\"link\" target=\"_blank\" href=\"http:\/\/smallbusiness.chron.com\/would-marketing-mix-change-different-stages-product-life-cycle-3283.html\" rel=\"noopener noreferrer\">smallbusiness.chron.com\/would-marketing-mix-change-different-stages-product-life-cycle-3283.html<\/a> <a href=\"#return-footnote-70-81\" class=\"return-footnote\" aria-label=\"Return to footnote 81\">&crarr;<\/a><\/li><li id=\"footnote-70-82\">Dana-Nicoleta Lascu and Kenneth E. Clow, <em class=\"emphasis\">Essentials of Marketing<\/em> (Mason, OH: Atomic Dog Publishing, 2007), 239\u201343. <a href=\"#return-footnote-70-82\" class=\"return-footnote\" aria-label=\"Return to footnote 82\">&crarr;<\/a><\/li><li id=\"footnote-70-83\"><span class=\"footnote\">Efraim Turban et al., <em class=\"emphasis\">Electronic Commerce: A Managerial Perspective<\/em> (Upper Saddle River, NJ: Pearson Prentice Hall, 2008), 751.<\/span> <a href=\"#return-footnote-70-83\" class=\"return-footnote\" aria-label=\"Return to footnote 83\">&crarr;<\/a><\/li><li id=\"footnote-70-84\">Jan Zimmerman, <em class=\"emphasis\">Web Marketing for Dummies<\/em>, 2nd ed. (Hoboken, NJ: Wiley, 2009), 67. <a href=\"#return-footnote-70-84\" class=\"return-footnote\" aria-label=\"Return to footnote 84\">&crarr;<\/a><\/li><li id=\"footnote-70-85\"><span class=\"footnote\">Lorrie Thomas, <em class=\"emphasis\">Online Marketing<\/em> (New York: McGraw-Hill, 2011), 22\u201323.<\/span> <a href=\"#return-footnote-70-85\" class=\"return-footnote\" aria-label=\"Return to footnote 85\">&crarr;<\/a><\/li><li id=\"footnote-70-86\">Lorrie Thomas, <em class=\"emphasis\">Online Marketing<\/em> (New York: McGraw-Hill, 2011), 23. <a href=\"#return-footnote-70-86\" class=\"return-footnote\" aria-label=\"Return to footnote 86\">&crarr;<\/a><\/li><li id=\"footnote-70-87\">Efraim Turban et al., <em class=\"emphasis\">Electronic Commerce: A Managerial Perspective<\/em> (Upper Saddle River, NJ: Pearson Prentice Hall, 2008), 751. <a href=\"#return-footnote-70-87\" class=\"return-footnote\" aria-label=\"Return to footnote 87\">&crarr;<\/a><\/li><li id=\"footnote-70-88\">\u201cWhat Are the Objectives of Your Web Site?,\u201d <em class=\"emphasis\">3w designs<\/em>, accessed December 1, 2011, <a class=\"link\" target=\"_blank\" href=\"http:\/\/www.3w-designs.co.uk\/textonly\/new-web-site-aims.html\" rel=\"noopener noreferrer\">www.3w-designs.co.uk\/textonly\/new-web-site-aims.html<\/a> <a href=\"#return-footnote-70-88\" class=\"return-footnote\" aria-label=\"Return to footnote 88\">&crarr;<\/a><\/li><li id=\"footnote-70-89\">Ottavio Storace, \u201cHow to Build a Web Site That Achieves Objectives,\u201d <em class=\"emphasis\">Webmaster Resources @ Suite 101<\/em>, July 13, 2009, accessed December 1, 2011. <a href=\"#return-footnote-70-89\" class=\"return-footnote\" aria-label=\"Return to footnote 89\">&crarr;<\/a><\/li><li id=\"footnote-70-90\">\u201cGlossary of Web Terminology: Website Layout,\u201d April 5, 2010, accessed January 24, 2012, <a class=\"link\" target=\"_blank\" href=\"http:\/\/www.azurewebdesign.com\/glossary-of-web-terminology\" rel=\"noopener noreferrer\">www.azurewebdesign.com\/glossary-of-web-terminology<\/a> <a href=\"#return-footnote-70-90\" class=\"return-footnote\" aria-label=\"Return to footnote 90\">&crarr;<\/a><\/li><li id=\"footnote-70-91\"><span class=\"footnote\"> Sue A. Conger and Richard O. Mason, <em class=\"emphasis\">Planning and Designing Effective Web Sites<\/em> (Cambridge, MA: Course Technology, 1998), 96.<\/span> <a href=\"#return-footnote-70-91\" class=\"return-footnote\" aria-label=\"Return to footnote 91\">&crarr;<\/a><\/li><li id=\"footnote-70-92\">Jakob Nielsen, \u201cHorizontal Attention Leans Left,\u201d <em class=\"emphasis\">Useit.com<\/em>, April 6, 2010, accessed December 1, 2011, <a class=\"link\" target=\"_blank\" href=\"http:\/\/www.useit.com\/alertbox\/horizontal-attention.html\" rel=\"noopener noreferrer\">www.useit.com\/alertbox\/horizontal-attention.html<\/a> <a href=\"#return-footnote-70-92\" class=\"return-footnote\" aria-label=\"Return to footnote 92\">&crarr;<\/a><\/li><li id=\"footnote-70-93\">\u201cWelcome to Color Voodoo Publications,\u201d <em class=\"emphasis\">Color Voodoo<\/em>, accessed December 1, 2011, <a class=\"link\" target=\"_blank\" href=\"http:\/\/www.colorvoodoo.com\" rel=\"noopener noreferrer\">www.colorvoodoo.com<\/a> <a href=\"#return-footnote-70-93\" class=\"return-footnote\" aria-label=\"Return to footnote 93\">&crarr;<\/a><\/li><li id=\"footnote-70-94\">Efraim Turban et al., <em class=\"emphasis\">Electronic Commerce: A Managerial Perspective<\/em> (Upper Saddle River, NJ: Pearson Prentice Hall, 2008), 751. <a href=\"#return-footnote-70-94\" class=\"return-footnote\" aria-label=\"Return to footnote 94\">&crarr;<\/a><\/li><li id=\"footnote-70-95\">Jacci Howard Bear, \u201cThe Meaning of Color,\u201d <em class=\"emphasis\">About.com<\/em>, accessed December 1, 2011, <a class=\"link\" target=\"_blank\" href=\"http:\/\/desktoppub.about.com\/od\/choosingcolors\/p\/color_meanings.htm?p=1\" rel=\"noopener noreferrer\">desktoppub.about.com\/od\/choosingcolors\/p\/color_meanings.htm?p=1<\/a> <a href=\"#return-footnote-70-95\" class=\"return-footnote\" aria-label=\"Return to footnote 95\">&crarr;<\/a><\/li><li id=\"footnote-70-96\">Joanne Glasspoole, \u201cChoosing a Color Scheme,\u201d <em class=\"emphasis\">Metamorphosis Design<\/em>, accessed December 1, 2011, <a class=\"link\" target=\"_blank\" href=\"http:\/\/www.metamorphozis.com\/content_articles\/web_design\/Choosing_A_Color_Scheme.php\" rel=\"noopener noreferrer\">www.metamorphozis.com\/content_articles\/web_design\/Choosing_A_Color_Scheme.php<\/a> <a href=\"#return-footnote-70-96\" class=\"return-footnote\" aria-label=\"Return to footnote 96\">&crarr;<\/a><\/li><li id=\"footnote-70-97\">Lena Claxton and Alison Woo, <em class=\"emphasis\">How to Say It: Marketing with New Media<\/em> (New York: Prentice Hall, 2008), 34. <a href=\"#return-footnote-70-97\" class=\"return-footnote\" aria-label=\"Return to footnote 97\">&crarr;<\/a><\/li><li id=\"footnote-70-98\"><span class=\"footnote\">Colin Wheildon, <em class=\"emphasis\">Type &amp; Layout: How Typography and Design Can Get Your Message Across\u2014or Get in the Way<\/em> (Berkeley, CA: Strathmoor Press, 1996), 19. <a href=\"#return-footnote-70-98\" class=\"return-footnote\" aria-label=\"Return to footnote 98\">&crarr;<\/a><\/li><li id=\"footnote-70-99\">Shannon Noack, \u201cBasic Look at Typography in Web Design,\u201d <em class=\"emphasis\">Six Revisions<\/em>, April 7, 2010, accessed December 1, 2011, <a class=\"link\" target=\"_blank\" href=\"http:\/\/sixrevisions.com\/web_design\/a-basic-look-at-typography-in-web-design\" rel=\"noopener noreferrer\">sixrevisions.com\/web_design\/a-basic -look-at-typography-in-web-design<\/a> <a href=\"#return-footnote-70-99\" class=\"return-footnote\" aria-label=\"Return to footnote 99\">&crarr;<\/a><\/li><li id=\"footnote-70-100\">Oliver Reichenstein, \u201cWeb Design Is 95% Typography,\u201d <em class=\"emphasis\">Information Architects, Inc.<\/em>, October 19, 2006, accessed December 1, 2011, <a class=\"link\" target=\"_blank\" href=\"http:\/\/www.informationarchitects.jp\/en\/the-web-is-all-about-typography-period\" rel=\"noopener noreferrer\">www.informationarchitects.jp\/en\/the-web-is-all-about-typography-period<\/a> <a href=\"#return-footnote-70-100\" class=\"return-footnote\" aria-label=\"Return to footnote 100\">&crarr;<\/a><\/li><li id=\"footnote-70-101\">Colin Wheildon, <em class=\"emphasis\">Type &amp; Layout: How Typography and Design Can Get Your Message Across\u2014or Get in the Way<\/em> (Berkeley, CA: Strathmoor Press, 1996), 19. <a href=\"#return-footnote-70-101\" class=\"return-footnote\" aria-label=\"Return to footnote 101\">&crarr;<\/a><\/li><li id=\"footnote-70-102\">Lena Claxton and Alison Woo, <em class=\"emphasis\">How to Say It: Marketing with New Media<\/em> (New York: Prentice Hall, 2008), 35. <a href=\"#return-footnote-70-102\" class=\"return-footnote\" aria-label=\"Return to footnote 102\">&crarr;<\/a><\/li><li id=\"footnote-70-103\">\u201cWhen to Use Graphics on Your Website,\u201d <em class=\"emphasis\">Improve the Web<\/em>, May 9, 2007, accessed December 1, 2011, <a class=\"link\" target=\"_blank\" href=\"http:\/\/www.improvetheweb.com\/when-use-graphics-your-site\" rel=\"noopener noreferrer\">www.improvetheweb.com\/when-use-graphics-your-site<\/a> <a href=\"#return-footnote-70-103\" class=\"return-footnote\" aria-label=\"Return to footnote 103\">&crarr;<\/a><\/li><li id=\"footnote-70-104\">Dave Young, \u201cQuality Images Boost Sales,\u201d <em class=\"emphasis\">Practical eCommerce<\/em>, March 14, 2007, accessed December 1, 2011, <a class=\"link\" target=\"_blank\" href=\"http:\/\/www.practicalecommerce.com\/articles\/436-Quality-Images-Boost-Sales\" rel=\"noopener noreferrer\">www.practicalecommerce.com\/articles\/436-Quality -Images-Boost-Sales<\/a> <a href=\"#return-footnote-70-104\" class=\"return-footnote\" aria-label=\"Return to footnote 104\">&crarr;<\/a><\/li><li id=\"footnote-70-105\">Jennifer Kyrnin, \u201cBasics of Web Layout,\u201d <em class=\"emphasis\">About.com<\/em>, accessed December 1, 2011, <a class=\"link\" target=\"_blank\" href=\"http:\/\/webdesign.about.com\/od\/layout\/a\/aa062104.htm\" rel=\"noopener noreferrer\">webdesign.about.com\/od\/layout\/a\/aa062104.htm<\/a> <a href=\"#return-footnote-70-105\" class=\"return-footnote\" aria-label=\"Return to footnote 105\">&crarr;<\/a><\/li><li id=\"footnote-70-106\"><span class=\"footnote\">Steve Krug, <em class=\"emphasis\">Don\u2019t Make Me Think: A Common Sense Approach to Web Usability<\/em> (Berkeley, CA: New Riders Publishing, 2000), 51.<\/span> <a href=\"#return-footnote-70-106\" class=\"return-footnote\" aria-label=\"Return to footnote 106\">&crarr;<\/a><\/li><li id=\"footnote-70-107\">Efraim Turban et al., <em class=\"emphasis\">Electronic Commerce: A Managerial Perspective<\/em> (Upper Saddle River, NJ: Pearson Prentice Hall, 2008), 754. <a href=\"#return-footnote-70-107\" class=\"return-footnote\" aria-label=\"Return to footnote 107\">&crarr;<\/a><\/li><li id=\"footnote-70-108\"><span class=\"footnote\">Efraim Turban et al., <em class=\"emphasis\">Electronic Commerce: A Managerial Perspective<\/em> (Upper Saddle River, NJ: Pearson Prentice Hall, 2008), 754.<\/span> <a href=\"#return-footnote-70-108\" class=\"return-footnote\" aria-label=\"Return to footnote 108\">&crarr;<\/a><\/li><li id=\"footnote-70-109\">\u201cWebsite Navigation Tips,\u201d <em class=\"emphasis\">Entheos<\/em>, accessed December 1, 2011, <a class=\"link\" target=\"_blank\" href=\"http:\/\/www.entheosweb.com\/website_design\/website_navigation_tips.asp\" rel=\"noopener noreferrer\">www.entheosweb.com\/website_design\/website_navigation_tips.asp<\/a> <a href=\"#return-footnote-70-109\" class=\"return-footnote\" aria-label=\"Return to footnote 109\">&crarr;<\/a><\/li><li id=\"footnote-70-110\">Lorrie Thomas, <em class=\"emphasis\">Online Marketing<\/em> (New York: McGraw-Hill, 2011), 38. <a href=\"#return-footnote-70-110\" class=\"return-footnote\" aria-label=\"Return to footnote 110\">&crarr;<\/a><\/li><li id=\"footnote-70-111\">\u201cUsability Basics,\u201d <em class=\"emphasis\">Usability.gov<\/em>, accessed December 1, 2011, <a class=\"link\" target=\"_blank\" href=\"http:\/\/www.usability.gov\/basics\/index.html\" rel=\"noopener noreferrer\">www.usability.gov\/basics\/index.html<\/a> <a href=\"#return-footnote-70-111\" class=\"return-footnote\" aria-label=\"Return to footnote 111\">&crarr;<\/a><\/li><li id=\"footnote-70-112\">Usability Basics,\u201d <em class=\"emphasis\">Usability.gov<\/em>, accessed December 1, 2011, <a class=\"link\" target=\"_blank\" href=\"http:\/\/www.usability.gov\/basics\/index.html\" rel=\"noopener noreferrer\">www.usability.gov\/basics\/index.html<\/a> <a href=\"#return-footnote-70-112\" class=\"return-footnote\" aria-label=\"Return to footnote 112\">&crarr;<\/a><\/li><li id=\"footnote-70-113\">\u201cDefinition of User Interface,\u201d accessed December 1, 2011, <a class=\"link\" target=\"_blank\" href=\"http:\/\/www.pcmag.com\/encyclopedia_term\/0,2542,t=user+interface&amp;i=53558,00.asp\" rel=\"noopener noreferrer\">www.pcmag.com\/encyclopedia_term\/0,2542,t=user+interface&amp;i=53558,00.asp<\/a> <a href=\"#return-footnote-70-113\" class=\"return-footnote\" aria-label=\"Return to footnote 113\">&crarr;<\/a><\/li><li id=\"footnote-70-114\"><span class=\"footnote\">Efraim Turban et al., <em class=\"emphasis\">Electronic Commerce: A Managerial Perspective<\/em> (Upper Saddle River, NJ: Pearson Prentice Hall, 2008), 756.<\/span> <a href=\"#return-footnote-70-114\" class=\"return-footnote\" aria-label=\"Return to footnote 114\">&crarr;<\/a><\/li><li id=\"footnote-70-115\">\u201cWeb Development Glossary for Small Businesses,\u201d <em class=\"emphasis\">Lightwave Communications<\/em>, accessed December 1, 2011, <a class=\"link\" target=\"_blank\" href=\"http:\/\/www.lightwavewebdesign.com\/web-development-glossary\/website-glossary-g-i.html\" rel=\"noopener noreferrer\">www.lightwavewebdesign.com\/web-development -glossary\/website-glossary-g-i.html<\/a> <a href=\"#return-footnote-70-115\" class=\"return-footnote\" aria-label=\"Return to footnote 115\">&crarr;<\/a><\/li><li id=\"footnote-70-116\">Folusho Orokunie, \u201cDo Not Make Your Website Visitors Yawn! Make Your Site Interactive,\u201d accessed December 1, 2011, <a class=\"link\" target=\"_blank\" href=\"http:\/\/folusho.com\/do-not-make-your-website-visitors-yawn-make-your-site-interactive\" rel=\"noopener noreferrer\">folusho.com\/do-not-make-your-website-visitors -yawn-make-your-site-interactive<\/a> <a href=\"#return-footnote-70-116\" class=\"return-footnote\" aria-label=\"Return to footnote 116\">&crarr;<\/a><\/li><li id=\"footnote-70-117\">\u201cExamples of Possible Interactive Features on Your Website,\u201d <em class=\"emphasis\">Zamba<\/em>, accessed December 1, 2011, <a class=\"link\" target=\"_blank\" href=\"http:\/\/www.zambagrafix.com\/interact.htm\" rel=\"noopener noreferrer\">www.zambagrafix.com\/interact.htm<\/a> <a href=\"#return-footnote-70-117\" class=\"return-footnote\" aria-label=\"Return to footnote 117\">&crarr;<\/a><\/li><li id=\"footnote-70-118\">\u201cImportance of Web Interactivity: Tips and Examples, <em class=\"emphasis\">Hongkiat.com<\/em>, accessed December 1, 2011, <a class=\"link\" target=\"_blank\" href=\"http:\/\/www.hongkiat.com\/blog\/importance-of-web-interactivity-tips-and-examples\" rel=\"noopener noreferrer\">www.hongkiat.com\/blog\/importance-of-web-interactivity-tips-and-examples<\/a> <a href=\"#return-footnote-70-118\" class=\"return-footnote\" aria-label=\"Return to footnote 118\">&crarr;<\/a><\/li><li id=\"footnote-70-119\">\u201cImportance of Interactive Websites,\u201d <em class=\"emphasis\">Thunder Data Systems<\/em>, accessed December 1, 2011, <a class=\"link\" target=\"_blank\" href=\"http:\/\/www.thunderdata.com\/thunder_bits\/importance_of_interactive_websites.html\" rel=\"noopener noreferrer\">www.thunderdata.com\/thunder_bits\/importance_of_interactive_websites .html<\/a> <a href=\"#return-footnote-70-119\" class=\"return-footnote\" aria-label=\"Return to footnote 119\">&crarr;<\/a><\/li><li id=\"footnote-70-120\">Efraim Turban et al., <em class=\"emphasis\">Electronic Commerce: A Managerial Perspective<\/em> (Upper Saddle River, NJ: Pearson Prentice Hall, 2008), 744 <a href=\"#return-footnote-70-120\" class=\"return-footnote\" aria-label=\"Return to footnote 120\">&crarr;<\/a><\/li><li id=\"footnote-70-121\">Jan Zimmerman, <em class=\"emphasis\">Web Marketing for Dummies<\/em>, 2nd ed. (Hoboken, NJ: Wiley, 2009), 67. <a href=\"#return-footnote-70-121\" class=\"return-footnote\" aria-label=\"Return to footnote 121\">&crarr;<\/a><\/li><li id=\"footnote-70-122\">JPDC, \u201cThe Importance of Visitor-Oriented Online Content on Your Website,\u201d <em class=\"emphasis\">Mycustomer.com<\/em>, June 12, 2009, accessed December 1, 2011, <a class=\"link\" target=\"_blank\" href=\"http:\/\/www.mycustomer.com\/blogs\/marketingadvisor\/marketing-advisor\/importance-visitor-oriented-online-content-your-website\" rel=\"noopener noreferrer\">www.mycustomer.com\/blogs\/marketingadvisor\/marketing-advisor\/importance-visitor-oriented-online -content-your-website<\/a> <a href=\"#return-footnote-70-122\" class=\"return-footnote\" aria-label=\"Return to footnote 122\">&crarr;<\/a><\/li><li id=\"footnote-70-123\"><span class=\"footnote\">Jan Zimmerman, <em class=\"emphasis\">Web Marketing for Dummies<\/em>, 2nd ed. (Hoboken, NJ: Wiley, 2009), 73.<\/span> <a href=\"#return-footnote-70-123\" class=\"return-footnote\" aria-label=\"Return to footnote 123\">&crarr;<\/a><\/li><li id=\"footnote-70-124\">JPDC, \u201cThe Importance of Visitor-Oriented Online Content on Your Website,\u201d <em class=\"emphasis\">Mycustomer.com<\/em>, June 12, 2009, accessed December 1, 2011, <a class=\"link\" target=\"_blank\" href=\"http:\/\/www.mycustomer.com\/blogs\/marketingadvisor\/marketing-advisor\/importance-visitor-oriented-online-content-your-website\" rel=\"noopener noreferrer\">www.mycustomer.com\/blogs\/marketingadvisor\/marketing-advisor\/importance-visitor-oriented-online -content-your-website<\/a> <a href=\"#return-footnote-70-124\" class=\"return-footnote\" aria-label=\"Return to footnote 124\">&crarr;<\/a><\/li><li id=\"footnote-70-125\"><span class=\"footnote\">Lorrie Thomas, <em class=\"emphasis\">Online Marketing<\/em> (New York: McGraw-Hill, 2011), 55.<\/span>  <a href=\"#return-footnote-70-125\" class=\"return-footnote\" aria-label=\"Return to footnote 125\">&crarr;<\/a><\/li><li id=\"footnote-70-126\"><span class=\"footnote\">Lorrie Thomas, <em class=\"emphasis\">Online Marketing<\/em> (New York: McGraw-Hill, 2011), 55.<\/span> <a href=\"#return-footnote-70-126\" class=\"return-footnote\" aria-label=\"Return to footnote 126\">&crarr;<\/a><\/li><li id=\"footnote-70-127\">Lorrie Thomas, <em class=\"emphasis\">Online Marketing<\/em> (New York: McGraw-Hill, 2011), 56. <a href=\"#return-footnote-70-127\" class=\"return-footnote\" aria-label=\"Return to footnote 127\">&crarr;<\/a><\/li><li id=\"footnote-70-128\">\u201cContent Is King\u2014Good Content Holy Grail of Successful Web Publishing,\u201d <em class=\"emphasis\">The Media Pro<\/em>, August 14, 2010, accessed December 1, 2011, <a class=\"link\" target=\"_blank\" href=\"http:\/\/www.themediapro.com\/earn-sleeping\/content-is-king-holy-grail-of-successful-web-publishing\" rel=\"noopener noreferrer\">www.themediapro.com\/earn-sleeping\/content-is-king-holy-grail-of-successful-web-publishing<\/a> <a href=\"#return-footnote-70-128\" class=\"return-footnote\" aria-label=\"Return to footnote 128\">&crarr;<\/a><\/li><li id=\"footnote-70-129\">Jan Zimmerman, <em class=\"emphasis\">Web Marketing for Dummies<\/em>, 2nd ed. (Hoboken, NJ: Wiley, 2009), 103. <a href=\"#return-footnote-70-129\" class=\"return-footnote\" aria-label=\"Return to footnote 129\">&crarr;<\/a><\/li><li id=\"footnote-70-130\">\u201cGoogle Finally Sets the Record Straight: Website Speed Is a Legit Search Ranking Factor,\u201d <em class=\"emphasis\">Linkbuilding.net<\/em>, June 13, 2010, accessed December 1, 2011, <a class=\"link\" target=\"_blank\" href=\"http:\/\/linkbuilding.net\/2010\/06\/13\/google-finally-sets-the-record-straight-website-speed-is-a-legit-search-ranking-factor\" rel=\"noopener noreferrer\">linkbuilding.net\/2010\/06\/13\/google-finally-sets-the-record-straight-website-speed-is-a-legit -search-ranking-factor<\/a> <a href=\"#return-footnote-70-130\" class=\"return-footnote\" aria-label=\"Return to footnote 130\">&crarr;<\/a><\/li><li id=\"footnote-70-131\">Imad Mouline, \u201cIs Your Website Fast Enough for Your Customers?,\u201d <em class=\"emphasis\">CNN Money<\/em>, August 27, 2010, accessed June 1, 2012, <a class=\"link\" target=\"_blank\" href=\"http:\/\/tech.fortune.cnn.com\/2010\/04\/27\/is-your-website-fast-enough-for-your-customers\/#more-24083\" rel=\"noopener noreferrer\">http:\/\/tech.fortune.cnn.com\/2010\/04\/27\/is-your-website-fast-enough-for-your-customers\/#more-24083<\/a> <a href=\"#return-footnote-70-131\" class=\"return-footnote\" aria-label=\"Return to footnote 131\">&crarr;<\/a><\/li><li id=\"footnote-70-132\">\u201cImproving Site Speed and Load Times,\u201d <em class=\"emphasis\">Optimum7.com<\/em>, April 6, 2010, accessed December 1, 2011, <a class=\"link\" target=\"_blank\" href=\"http:\/\/www.optimum7.com\/internet-marketing\/website-speed\/improving-site-speed-and-load-time.html\" rel=\"noopener noreferrer\">www.optimum7.com\/internet-marketing\/website-speed\/improving-site-speed-and-load-time.html<\/a> <a href=\"#return-footnote-70-132\" class=\"return-footnote\" aria-label=\"Return to footnote 132\">&crarr;<\/a><\/li><li id=\"footnote-70-133\"><span class=\"footnote\">Efraim Turban et al., <em class=\"emphasis\">Electronic Commerce: A Managerial Perspective<\/em> (Upper Saddle River, NJ: Pearson Prentice Hall, 2008), 755.<\/span> <a href=\"#return-footnote-70-133\" class=\"return-footnote\" aria-label=\"Return to footnote 133\">&crarr;<\/a><\/li><li id=\"footnote-70-134\">Imad Mouline, \u201cIs Your Website Fast Enough for Your Customers?,\u201d <em class=\"emphasis\">CNN Money<\/em>, August 27, 2010, accessed June 1, 2012, <a class=\"link\" target=\"_blank\" href=\"http:\/\/tech.fortune.cnn.com\/2010\/04\/27\/is-your-website-fast-enough-for-your-customers\/#more-24083\" rel=\"noopener noreferrer\">http:\/\/tech.fortune.cnn.com\/2010\/04\/27\/is-your-website-fast -enough-for-your-customers\/#more-24083<\/a> <a href=\"#return-footnote-70-134\" class=\"return-footnote\" aria-label=\"Return to footnote 134\">&crarr;<\/a><\/li><li id=\"footnote-70-135\">\u201cGoogle Finally Sets the Record Straight: Website Speed Is a Legit Search Ranking Factor,\u201d <em class=\"emphasis\">Linkbuilding.net<\/em>, June 13, 2010, accessed December 1, 2011, <a class=\"link\" target=\"_blank\" href=\"http:\/\/linkbuilding.net\/2010\/06\/13\/google-finally-sets-the-record-straight-website-speed-is-a-legit-search-ranking-factor\" rel=\"noopener noreferrer\">linkbuilding.net\/2010\/06\/13\/google-finally-sets-the-record-straight-website-speed-is-a-legit -search-ranking-factor<\/a> <a href=\"#return-footnote-70-135\" class=\"return-footnote\" aria-label=\"Return to footnote 135\">&crarr;<\/a><\/li><li id=\"footnote-70-136\">\u201cImproving Site Speed and Load Times,\u201d <em class=\"emphasis\">Optimum7.com<\/em>, April 6, 2010, December 7, 2011, <a class=\"link\" target=\"_blank\" href=\"http:\/\/www.optimum7.com\/internet-marketing\/website-speed\/improving-site-speed-and-load-time.html\" rel=\"noopener noreferrer\">www.optimum7.com\/internet-marketing\/website -speed\/improving-site-speed-and-load-time.html<\/a> <a href=\"#return-footnote-70-136\" class=\"return-footnote\" aria-label=\"Return to footnote 136\">&crarr;<\/a><\/li><li id=\"footnote-70-137\">Philip Kotler and Kevin Lane Kotler, <em class=\"emphasis\">Marketing Management<\/em> (Upper Saddle River, NJ: Pearson Prentice Hall, 2009), 343. <a href=\"#return-footnote-70-137\" class=\"return-footnote\" aria-label=\"Return to footnote 137\">&crarr;<\/a><\/li><li id=\"footnote-70-138\">Judy Strauss and Raymond Frost, <em class=\"emphasis\">E-Marketing<\/em> (Upper Saddle River, NJ: Pearson Prentice Hall, 2009), 233. <a href=\"#return-footnote-70-138\" class=\"return-footnote\" aria-label=\"Return to footnote 138\">&crarr;<\/a><\/li><li id=\"footnote-70-139\">Judy Strauss and Raymond Frost, <em class=\"emphasis\">E-Marketing<\/em> (Upper Saddle River, NJ: Pearson Prentice Hall, 2009), 233. <a href=\"#return-footnote-70-139\" class=\"return-footnote\" aria-label=\"Return to footnote 139\">&crarr;<\/a><\/li><li id=\"footnote-70-140\">Pricing a Product or Service,\u201d <em class=\"emphasis\">Small Business Notes<\/em>, accessed June 1, 2012, <a class=\"link\" target=\"_blank\" href=\"http:\/\/www.smallbusinessnotes.com\/marketing-your-business\/pricing-a-product-or-service.html\" rel=\"noopener noreferrer\">http:\/\/www.smallbusinessnotes.com\/marketing-your-business\/pricing-a-product-or-service.html<\/a> <a href=\"#return-footnote-70-140\" class=\"return-footnote\" aria-label=\"Return to footnote 140\">&crarr;<\/a><\/li><li id=\"footnote-70-141\">Judy Strauss and Raymond Frost, <em class=\"emphasis\">E-Marketing<\/em> (Upper Saddle River, NJ: Pearson Prentice Hall, 2009), 233. <a href=\"#return-footnote-70-141\" class=\"return-footnote\" aria-label=\"Return to footnote 141\">&crarr;<\/a><\/li><li id=\"footnote-70-142\">Darrell Zahorsky, \u201cPricing Strategies for Small Business,\u201d <em class=\"emphasis\">About.com<\/em>, accessed December 1, 2011, <a class=\"link\" target=\"_blank\" href=\"http:\/\/sbinformation.about.com\/cs\/bestpractices\/a\/aa112402a.htm\" rel=\"noopener noreferrer\">sbinformation.about.com\/cs\/bestpractices\/a\/aa112402a.htm<\/a> <a href=\"#return-footnote-70-142\" class=\"return-footnote\" aria-label=\"Return to footnote 142\">&crarr;<\/a><\/li><li id=\"footnote-70-143\">Dana Griffin, \u201cPricing Strategy Theory,\u201d <em class=\"emphasis\">Chron.com<\/em>, accessed December 1, 2011, <a class=\"link\" target=\"_blank\" href=\"http:\/\/smallbusiness.chron.com\/pricing-strategy-theory-1106.html\" rel=\"noopener noreferrer\">smallbusiness.chron.com\/pricing-strategy-theory-1106.html<\/a> <a href=\"#return-footnote-70-143\" class=\"return-footnote\" aria-label=\"Return to footnote 143\">&crarr;<\/a><\/li><li id=\"footnote-70-144\">P<span class=\"footnote\" id=\"cadden_1.0-fn07_130\">hilip Kotler and Kevin Lane Keller, <em class=\"emphasis\">Marketing Management<\/em> (Upper Saddle River, NJ: Pearson Prentice Hall, 2009), 383.<\/span> <a href=\"#return-footnote-70-144\" class=\"return-footnote\" aria-label=\"Return to footnote 144\">&crarr;<\/a><\/li><li id=\"footnote-70-145\">Dana-Nicoleta Lascu and Kenneth E. Clow, <em class=\"emphasis\">Essentials of Marketing<\/em> (Mason, OH: Atomic Dog Publishing, 2007), 358\u201359. <a href=\"#return-footnote-70-145\" class=\"return-footnote\" aria-label=\"Return to footnote 145\">&crarr;<\/a><\/li><li id=\"footnote-70-146\"><span class=\"footnote\">Judy Strauss and Raymond Frost, <em class=\"emphasis\">E-Marketing<\/em> (Upper Saddle River, NJ: Pearson Prentice Hall, 2009), 247.<\/span> <a href=\"#return-footnote-70-146\" class=\"return-footnote\" aria-label=\"Return to footnote 146\">&crarr;<\/a><\/li><li id=\"footnote-70-147\">Diane Watkins, \u201cWhat Is Discount Pricing Strategy?,\u201d <em class=\"emphasis\">Chron.com<\/em>, accessed December 1, 2011, <a class=\"link\" target=\"_blank\" href=\"http:\/\/smallbusiness.chron.com\/discount-pricing-strategy-794.html\" rel=\"noopener noreferrer\">smallbusiness.chron.com\/discount-pricing-strategy-794.html<\/a> <a href=\"#return-footnote-70-147\" class=\"return-footnote\" aria-label=\"Return to footnote 147\">&crarr;<\/a><\/li><li id=\"footnote-70-148\">Rick Suttle, \u201cIndustry Pricing Strategy,\u201d <em class=\"emphasis\">Chron.com<\/em>, accessed December 1, 2011, <a class=\"link\" target=\"_blank\" href=\"http:\/\/smallbusiness.chron.com\/industry-pricing-strategy-4684.html\" rel=\"noopener noreferrer\">smallbusiness.chron.com\/industry-pricing-strategy-4684.html<\/a> <a href=\"#return-footnote-70-148\" class=\"return-footnote\" aria-label=\"Return to footnote 148\">&crarr;<\/a><\/li><li id=\"footnote-70-149\">Diane Watkins, \u201cWhat Is Discount Pricing Strategy?,\u201d <em class=\"emphasis\">Chron.com<\/em>, accessed December 1, 2011, <a class=\"link\" target=\"_blank\" href=\"http:\/\/smallbusiness.chron.com\/discount-pricing-strategy-794.html\" rel=\"noopener noreferrer\">smallbusiness.chron.com\/discount-pricing-strategy-794.html<\/a> <a href=\"#return-footnote-70-149\" class=\"return-footnote\" aria-label=\"Return to footnote 149\">&crarr;<\/a><\/li><li id=\"footnote-70-150\">Diane Watkins, \u201cWhat Is Discount Pricing Strategy?,\u201d <em class=\"emphasis\">Chron.com<\/em>, accessed December 1, 2011, <a class=\"link\" target=\"_blank\" href=\"http:\/\/smallbusiness.chron.com\/discount-pricing-strategy-794.html\" rel=\"noopener noreferrer\">smallbusiness.chron.com\/discount-pricing-strategy-794.html<\/a> <a href=\"#return-footnote-70-150\" class=\"return-footnote\" aria-label=\"Return to footnote 150\">&crarr;<\/a><\/li><li id=\"footnote-70-151\">\u201cCost-Based Pricing,\u201d <em class=\"emphasis\">Small Business Notes<\/em>, accessed December 1, 2011, <a class=\"link\" target=\"_blank\" href=\"http:\/\/www.smallbusinessnotes.com\/marketing-your-business\/cost-based-pricing.html\" rel=\"noopener noreferrer\">www.smallbusinessnotes.com\/marketing-your-business\/cost-based-pricing.html<\/a> <a href=\"#return-footnote-70-151\" class=\"return-footnote\" aria-label=\"Return to footnote 151\">&crarr;<\/a><\/li><li id=\"footnote-70-152\">\u201cThe Highs And Lows of Cost-Based Pricing,\u201d <em class=\"emphasis\">Fiona Mackenzie<\/em>, August 26, 2009, December 1, 2011, <a class=\"link\" target=\"_blank\" href=\"http:\/\/fionamackenzie.com.au\/pricing-strategy\/the-highs-and-lows-of-cost-based-pricing.html\" rel=\"noopener noreferrer\">fionamackenzie.com.au\/pricing-strategy\/the-highs-and-lows-of -cost-based-pricing.html<\/a> <a href=\"#return-footnote-70-152\" class=\"return-footnote\" aria-label=\"Return to footnote 152\">&crarr;<\/a><\/li><li id=\"footnote-70-153\">Dana-Nicoleta Lascu and Kenneth E. Clow, <em class=\"emphasis\">Essentials of Marketing<\/em> (Mason, OH: Atomic Dog Publishing), 358\u201359. <a href=\"#return-footnote-70-153\" class=\"return-footnote\" aria-label=\"Return to footnote 153\">&crarr;<\/a><\/li><li id=\"footnote-70-154\">Lisa Magloff, \u201cWhat Is Premium Pricing Strategy?,\u201d <em class=\"emphasis\">Chron.com<\/em>, accessed December 1, 2011, <a class=\"link\" target=\"_blank\" href=\"http:\/\/smallbusiness.chron.com\/premium-pricing-strategy-1107.html\" rel=\"noopener noreferrer\">smallbusiness.chron.com\/premium-pricing-strategy-1107.html<\/a> <a href=\"#return-footnote-70-154\" class=\"return-footnote\" aria-label=\"Return to footnote 154\">&crarr;<\/a><\/li><li id=\"footnote-70-155\">Ivana Taylor, \u201c8 Pricing Strategies You Can Implement Right Now,\u201d August 19, 2008, accessed December 1, 2011, <em class=\"emphasis\">Small Business Trends<\/em>, <a class=\"link\" target=\"_blank\" href=\"http:\/\/smallbiztrends.com\/2008\/08\/8-pricing-strategies-you-can-implement-right-now.html\" rel=\"noopener noreferrer\">smallbiztrends.com\/2008\/08\/8-pricing-strategies-you-can-implement-right-now.html<\/a> <a href=\"#return-footnote-70-155\" class=\"return-footnote\" aria-label=\"Return to footnote 155\">&crarr;<\/a><\/li><li id=\"footnote-70-156\"><span class=\"footnote\">Dana-Nicoleta Lascu and Kenneth E. Clow, <em class=\"emphasis\">Essentials of Marketing<\/em> (Mason, OH: Atomic Dog Publishing), 369.<\/span> <a href=\"#return-footnote-70-156\" class=\"return-footnote\" aria-label=\"Return to footnote 156\">&crarr;<\/a><\/li><li id=\"footnote-70-157\">Dana-Nicoleta Lascu and Kenneth E. Clow, <em class=\"emphasis\">Essentials of Marketing<\/em> (Mason, OH: Atomic Dog Publishing, 2007), 300. <a href=\"#return-footnote-70-157\" class=\"return-footnote\" aria-label=\"Return to footnote 157\">&crarr;<\/a><\/li><li id=\"footnote-70-158\">\u201cMonthly &amp; Annual Wholesale Trade Definitions,\u201d <em class=\"emphasis\">US Census Bureau<\/em>, October 22, 2010, accessed December 1, 2011, <a class=\"link\" target=\"_blank\" href=\"http:\/\/www.census.gov\/wholesale\/definitions.html\" rel=\"noopener noreferrer\">www.census.gov\/wholesale\/definitions.html<\/a> <a href=\"#return-footnote-70-158\" class=\"return-footnote\" aria-label=\"Return to footnote 158\">&crarr;<\/a><\/li><li id=\"footnote-70-159\"><span class=\"footnote\">Dana-Nicoleta Lascu and Kenneth E. Clow, <em class=\"emphasis\">Essentials of Marketing<\/em> (Mason, OH: Atomic Dog Publishing, 2007), 300.<\/span> <a href=\"#return-footnote-70-159\" class=\"return-footnote\" aria-label=\"Return to footnote 159\">&crarr;<\/a><\/li><li id=\"footnote-70-160\">Philip Kotler and Kevin Keller, <em class=\"emphasis\">Marketing Management<\/em> (Upper Saddle River, NJ: Pearson Prentice Hall, 2009), 458\u201359. <a href=\"#return-footnote-70-160\" class=\"return-footnote\" aria-label=\"Return to footnote 160\">&crarr;<\/a><\/li><li id=\"footnote-70-161\">Jeff Madura, <em class=\"emphasis\">Introduction to Business<\/em> (St. Paul, MN: Paradigm Publishing, 2010), 445. <a href=\"#return-footnote-70-161\" class=\"return-footnote\" aria-label=\"Return to footnote 161\">&crarr;<\/a><\/li><li id=\"footnote-70-162\">Philip Kotler and Kevin Keller, <em class=\"emphasis\">Marketing Management<\/em> (Upper Saddle River, NJ: Pearson Prentice Hall, 2009), 429 <a href=\"#return-footnote-70-162\" class=\"return-footnote\" aria-label=\"Return to footnote 162\">&crarr;<\/a><\/li><li id=\"footnote-70-163\">Dana-Nicoleta Lascu and Kenneth E. Clow, <em class=\"emphasis\">Essentials of Marketing<\/em> (Mason, OH: Atomic Dog Publishing, 2007), 303. <a href=\"#return-footnote-70-163\" class=\"return-footnote\" aria-label=\"Return to footnote 163\">&crarr;<\/a><\/li><li id=\"footnote-70-164\">Philip Kotler and Kevin Keller, <em class=\"emphasis\">Marketing Management<\/em> (Upper Saddle River, NJ: Pearson Prentice Hall, 2009), 429. <a href=\"#return-footnote-70-164\" class=\"return-footnote\" aria-label=\"Return to footnote 164\">&crarr;<\/a><\/li><li id=\"footnote-70-165\">Dana-Nicoleta Lascu and Kenneth E. Clow, <em class=\"emphasis\">Essentials of Marketing<\/em> (Mason, OH: Atomic Dog Publishing, 2007), 306. <a href=\"#return-footnote-70-165\" class=\"return-footnote\" aria-label=\"Return to footnote 165\">&crarr;<\/a><\/li><li id=\"footnote-70-166\">Jennifer Nichols, \u201cGuide to Transportation and Logistics Companies for Small Business,\u201d <em class=\"emphasis\">Business.com<\/em>, accessed December 1, 2011, <a class=\"link\" target=\"_blank\" href=\"http:\/\/www.business.com\/guides\/logistics-management-for-small-business-175\" rel=\"noopener noreferrer\">www.business.com\/guides\/logistics-management-for-small-business-175<\/a> <a href=\"#return-footnote-70-166\" class=\"return-footnote\" aria-label=\"Return to footnote 166\">&crarr;<\/a><\/li><li id=\"footnote-70-167\">Dana-Nicoleta Lascu and Kenneth E. Clow, <em class=\"emphasis\">Essentials of Marketing<\/em> (Mason, OH: Atomic Dog Publishing, 2007), 307. <a href=\"#return-footnote-70-167\" class=\"return-footnote\" aria-label=\"Return to footnote 167\">&crarr;<\/a><\/li><li id=\"footnote-70-168\">Dana-Nicoleta Lascu and Kenneth E. Clow, <em class=\"emphasis\">Essentials of Marketing<\/em> (Mason, OH: Atomic Dog Publishing, 2007), 307. <a href=\"#return-footnote-70-168\" class=\"return-footnote\" aria-label=\"Return to footnote 168\">&crarr;<\/a><\/li><li id=\"footnote-70-169\">Adapted from Dana-Nicoleta Lascu and Kenneth E. Clow, <em class=\"emphasis\">Essentials of Marketing<\/em> (Mason, OH: Atomic Dog Publishing, 2007), 308. <a href=\"#return-footnote-70-169\" class=\"return-footnote\" aria-label=\"Return to footnote 169\">&crarr;<\/a><\/li><li id=\"footnote-70-170\">Philip Kotler and Kevin Keller, <em class=\"emphasis\">Marketing Management<\/em> (Upper Saddle River, NJ: Pearson Prentice Hall, 2009), 464. <a href=\"#return-footnote-70-170\" class=\"return-footnote\" aria-label=\"Return to footnote 170\">&crarr;<\/a><\/li><li id=\"footnote-70-171\">Dana-Nicoleta Lascu and Kenneth E. Clow, <em class=\"emphasis\">Essentials of Marketing<\/em> (Mason, OH: Atomic Dog Publishing, 2007), 312. <a href=\"#return-footnote-70-171\" class=\"return-footnote\" aria-label=\"Return to footnote 171\">&crarr;<\/a><\/li><li id=\"footnote-70-172\">\u201cHow to Run a Small Business: Inventory Management,\u201d <em class=\"emphasis\">StartupNation LLC<\/em>, accessed December 1, 2011, <a class=\"link\" target=\"_blank\" href=\"http:\/\/www.startupnation.com\/business-articles\/899\/1\/AT_InventoryMgt.asp\" rel=\"noopener noreferrer\">www.startupnation.com\/business-articles\/899\/1\/AT _InventoryMgt.asp<\/a> <a href=\"#return-footnote-70-172\" class=\"return-footnote\" aria-label=\"Return to footnote 172\">&crarr;<\/a><\/li><li id=\"footnote-70-173\"><span class=\"footnote\">Philip Kotler and Kevin Keller, <em class=\"emphasis\">Marketing Management<\/em> (Upper Saddle River, NJ: Pearson Prentice Hall, 2009), 464.<\/span> <a href=\"#return-footnote-70-173\" class=\"return-footnote\" aria-label=\"Return to footnote 173\">&crarr;<\/a><\/li><li id=\"footnote-70-174\">Jennifer Nichols, \u201cGuide to Transportation and Logistics Companies for Small Business,\u201d <em class=\"emphasis\">Business.com<\/em>, accessed December 1, 2011, <a class=\"link\" target=\"_blank\" href=\"http:\/\/www.business.com\/guides\/logistics-management-for-small-business-175\" rel=\"noopener noreferrer\">www.business.com\/guides\/logistics-management-for-small-business-175<\/a> <a href=\"#return-footnote-70-174\" class=\"return-footnote\" aria-label=\"Return to footnote 174\">&crarr;<\/a><\/li><li id=\"footnote-70-175\">Adapted from Sharad Singh, \u201cFive Retail IT Trends to Watch in 2011,\u201d <em class=\"emphasis\">RetailCustomerExperience.com<\/em>, December 10, 2010, accessed December 1, 2011, <a class=\"link\" target=\"_blank\" href=\"http:\/\/www.retailcustomerexperience.com\/article\/178220\/Five-retail-IT-trends-to-watch-in-2011\" rel=\"noopener noreferrer\">www.retailcustomerexperience.com\/article\/178220\/Five-retail-IT-trends-to-watch-in -2011<\/a> <a href=\"#return-footnote-70-175\" class=\"return-footnote\" aria-label=\"Return to footnote 175\">&crarr;<\/a><\/li><li id=\"footnote-70-176\">Jan Zimmerman, <em class=\"emphasis\">Web Marketing for Dummies<\/em>, 2nd ed. (Hoboken, NJ: Wiley, 2009), 111\u201319. <a href=\"#return-footnote-70-176\" class=\"return-footnote\" aria-label=\"Return to footnote 176\">&crarr;<\/a><\/li><li id=\"footnote-70-177\">\u201cDigital Window Shopping: The Long Journey to \u2018Buy\u2019\u201d <em class=\"emphasis\">McAfee, Inc.<\/em>, accessed December 1, 2011, <a class=\"link\" target=\"_blank\" href=\"http:\/\/www.mcafeesecure.com\/us\/resources\/whitepapers\/digital_window_shopping.jsp\" rel=\"noopener noreferrer\">www.mcafeesecure.com\/us\/resources\/whitepapers\/digital_window _shopping.jsp<\/a> <a href=\"#return-footnote-70-177\" class=\"return-footnote\" aria-label=\"Return to footnote 177\">&crarr;<\/a><\/li><li id=\"footnote-70-178\">Jan Zimmerman, <em class=\"emphasis\">Web Marketing for Dummies<\/em>, 2nd ed. (Hoboken, NJ: Wiley, 2009), 118. <a href=\"#return-footnote-70-178\" class=\"return-footnote\" aria-label=\"Return to footnote 178\">&crarr;<\/a><\/li><li id=\"footnote-70-179\">\u201cDigital Window Shopping: The Long Journey to \u2018Buy\u2019\u201d <em class=\"emphasis\">McAfee, Inc.<\/em>, accessed December 1, 2011, <a class=\"link\" target=\"_blank\" href=\"http:\/\/www.mcafeesecure.com\/us\/resources\/whitepapers\/digital_window_shopping.jsp\" rel=\"noopener noreferrer\">www.mcafeesecure.com\/us\/resources\/whitepapers\/digital_window _shopping.jsp<\/a> <a href=\"#return-footnote-70-179\" class=\"return-footnote\" aria-label=\"Return to footnote 179\">&crarr;<\/a><\/li><li id=\"footnote-70-180\"><span class=\"footnote\">Philip Kotler and David Lane Keller, <em class=\"emphasis\">Marketing Management<\/em> (Upper Saddle River, NJ: Pearson Prentice Hall, 2009), 470.<\/span> <a href=\"#return-footnote-70-180\" class=\"return-footnote\" aria-label=\"Return to footnote 180\">&crarr;<\/a><\/li><li id=\"footnote-70-181\">Dana-Nicoleta Lascu and Kenneth E. Clow, <em class=\"emphasis\">Essentials of Marketing<\/em> (Mason, OH: Atomic Dog Publishing, 2007), 380. <a href=\"#return-footnote-70-181\" class=\"return-footnote\" aria-label=\"Return to footnote 181\">&crarr;<\/a><\/li><li id=\"footnote-70-182\">Dana-Nicoleta Lascu and Kenneth E. Clow, <em class=\"emphasis\">Essentials of Marketing<\/em> (Mason, OH: Atomic Dog Publishing, 2007), 393. <a href=\"#return-footnote-70-182\" class=\"return-footnote\" aria-label=\"Return to footnote 182\">&crarr;<\/a><\/li><li id=\"footnote-70-183\"><span class=\"footnote\">Adapted from Dana-Nicoleta Lascu and Kenneth E. Clow, <em class=\"emphasis\">Essentials of Marketing<\/em> (Mason, OH: Atomic Dog Publishing, 2007), 393\u201396.<\/span> <a href=\"#return-footnote-70-183\" class=\"return-footnote\" aria-label=\"Return to footnote 183\">&crarr;<\/a><\/li><li id=\"footnote-70-184\">Philip Kotler and David Lane Keller, <em class=\"emphasis\">Marketing Management<\/em> (Upper Saddle River, NJ: Pearson Prentice Hall, 2009), 470. <a href=\"#return-footnote-70-184\" class=\"return-footnote\" aria-label=\"Return to footnote 184\">&crarr;<\/a><\/li><li id=\"footnote-70-185\">Philip Kotler and David Lane Keller, <em class=\"emphasis\">Marketing Management<\/em> (Upper Saddle River, NJ: Pearson Prentice Hall, 2009), 473. <a href=\"#return-footnote-70-185\" class=\"return-footnote\" aria-label=\"Return to footnote 185\">&crarr;<\/a><\/li><li id=\"footnote-70-186\"><span class=\"footnote\">Philip Kotler and David Lane Keller, <em class=\"emphasis\">Marketing Management<\/em> (Upper Saddle River, NJ: Pearson Prentice Hall, 2009), 472.<\/span> <a href=\"#return-footnote-70-186\" class=\"return-footnote\" aria-label=\"Return to footnote 186\">&crarr;<\/a><\/li><li id=\"footnote-70-187\">Susan Ward, \u201c17 Advertising Ideas for Small Businesses,\u201d <em class=\"emphasis\">About.com<\/em>, accessed December 1, 2011, <a class=\"link\" target=\"_blank\" href=\"http:\/\/sbinfocanada.about.com\/od\/advertising\/a\/17adideas.htm\" rel=\"noopener noreferrer\">sbinfocanada.about.com\/od\/advertising\/a\/17adideas.htm<\/a> <a href=\"#return-footnote-70-187\" class=\"return-footnote\" aria-label=\"Return to footnote 187\">&crarr;<\/a><\/li><li id=\"footnote-70-188\">Lanee Blunt, \u201cSmall Business Advertising: Low Cost Flyers,\u201d <em class=\"emphasis\">Advertising @ Suite 101<\/em>, February 11, 2011, accessed December 1, 2011, <a class=\"link\" target=\"_blank\" href=\"http:\/\/lanee-blunt.suite101.com\/small-business-advertising-low-cost-flyers-a346278\" rel=\"noopener noreferrer\">lanee-blunt.suite101.com\/small-business -advertising-low-cost-flyers-a346278<\/a> <a href=\"#return-footnote-70-188\" class=\"return-footnote\" aria-label=\"Return to footnote 188\">&crarr;<\/a><\/li><li id=\"footnote-70-189\">The Street, \u201cSmall Shops Aim for Super Bowl Edge,\u201d <em class=\"emphasis\">MSN Money<\/em>, February 1, 2011, accessed December 1, 2011, <a class=\"link\" target=\"_blank\" href=\"http:\/\/money.msn.com\/how-to-invest\/small-shops-aim-for-a-super-edge-thestreet.aspx\" rel=\"noopener noreferrer\">money.msn.com\/how-to-invest\/small-shops-aim-for-a -super-edge-thestreet.aspx<\/a> <a href=\"#return-footnote-70-189\" class=\"return-footnote\" aria-label=\"Return to footnote 189\">&crarr;<\/a><\/li><li id=\"footnote-70-190\"><span class=\"footnote\">Lorrie Thomas, <em class=\"emphasis\">Online Marketing<\/em> (New York: McGraw-Hill, 2011), 157.<\/span> <a href=\"#return-footnote-70-190\" class=\"return-footnote\" aria-label=\"Return to footnote 190\">&crarr;<\/a><\/li><li id=\"footnote-70-191\"><span class=\"footnote\" id=\"cadden_1.0-fn07_180\">Lorrie Thomas, <em class=\"emphasis\">Online Marketing<\/em> (New York: McGraw-Hill, 2011), 159\u201361.<\/span> <a href=\"#return-footnote-70-191\" class=\"return-footnote\" aria-label=\"Return to footnote 191\">&crarr;<\/a><\/li><li id=\"footnote-70-192\">\u201cGoogle AdWords: Advertise Your Business on Google,\u201d accessed January 24, 2012, <a class=\"link\" target=\"_blank\" href=\"http:\/\/accounts.google.com\/ServiceLogin?service=adwords&amp;hl=en&amp;ltmpl=regionalc&amp;passive=true&amp;ifr=false&amp;alwf=true&amp;continue=https:\/\/adwords.google.com\/um\/gaiaauth?apt%3DNone%26ltmpl%3Dregionalc&amp;sacu=1&amp;sarp=1&amp;sourceid=awo&amp;subid=us-en-et-bizsol\" rel=\"noopener noreferrer\">accounts.google.com\/ServiceLogin?service=adwords&amp;hl=en&amp;ltmpl=regionalc &amp;passive=true&amp;ifr=false&amp;alwf=true&amp;continue=https:\/\/adwords.google.com\/um\/gaiaauth?apt%3DNone%26ltmpl%3Dregionalc&amp;sacu=1&amp;sarp=1&amp;sourceid=awo&amp; subid=us-en-et-bizsol<\/a> <a href=\"#return-footnote-70-192\" class=\"return-footnote\" aria-label=\"Return to footnote 192\">&crarr;<\/a><\/li><li id=\"footnote-70-193\"><span class=\"footnote\">Philip Kotler and David Lane Keller, <em class=\"emphasis\">Marketing Management<\/em> (Upper Saddle River, NJ: Pearson Prentice Hall, 2009), 487.<\/span> <a href=\"#return-footnote-70-193\" class=\"return-footnote\" aria-label=\"Return to footnote 193\">&crarr;<\/a><\/li><li id=\"footnote-70-194\">Philip Kotler and David Lane Keller, <em class=\"emphasis\">Marketing Management<\/em> (Upper Saddle River, NJ: Pearson Prentice Hall, 2009), 472 <a href=\"#return-footnote-70-194\" class=\"return-footnote\" aria-label=\"Return to footnote 194\">&crarr;<\/a><\/li><li id=\"footnote-70-195\">\u201cSales Promotion Strategy,\u201d <em class=\"emphasis\">Small Business Bible<\/em>, accessed December 1, 2011, <a class=\"link\" target=\"_blank\" href=\"http:\/\/www.smallbusinessbible.org\/salespromotionstrategy.html\" rel=\"noopener noreferrer\">www.smallbusinessbible.org\/salespromotionstrategy.html<\/a> <a href=\"#return-footnote-70-195\" class=\"return-footnote\" aria-label=\"Return to footnote 195\">&crarr;<\/a><\/li><li id=\"footnote-70-196\">Chris Joseph, \u201cSales Promotion Advantages,\u201d <em class=\"emphasis\">Chron.com<\/em>, accessed December 1, 2011, <a class=\"link\" target=\"_blank\" href=\"http:\/\/smallbusiness.chron.com\/sales-promotion-advantages-1059.html\" rel=\"noopener noreferrer\">smallbusiness.chron.com\/sales-promotion-advantages-1059.html<\/a> <a href=\"#return-footnote-70-196\" class=\"return-footnote\" aria-label=\"Return to footnote 196\">&crarr;<\/a><\/li><li id=\"footnote-70-197\">Philip Kotler and David Lane Keller, <em class=\"emphasis\">Marketing Management<\/em> (Upper Saddle River, NJ: Pearson Prentice Hall, 2009), 472. <a href=\"#return-footnote-70-197\" class=\"return-footnote\" aria-label=\"Return to footnote 197\">&crarr;<\/a><\/li><li id=\"footnote-70-198\">Jerry Robertson, \u201cSecrets to Low Cost PR for Small Businesses,\u201d <em class=\"emphasis\">Yahoo! Voices<\/em>, February 14, 2007, accessed December 1, 2011, <a class=\"link\" target=\"_blank\" href=\"http:\/\/voices.yahoo.com\/secrets-low-cost-pr-small-businesses-193968.html\" rel=\"noopener noreferrer\">voices.yahoo.com\/secrets-low-cost -pr-small-businesses-193968.html<\/a> <a href=\"#return-footnote-70-198\" class=\"return-footnote\" aria-label=\"Return to footnote 198\">&crarr;<\/a><\/li><li id=\"footnote-70-199\"><span class=\"footnote\">Philip Kotler and David Lane Keller, <em class=\"emphasis\">Marketing Management<\/em> (Upper Saddle River, NJ: Pearson Prentice Hall, 2009), 489.<\/span> <a href=\"#return-footnote-70-199\" class=\"return-footnote\" aria-label=\"Return to footnote 199\">&crarr;<\/a><\/li><li id=\"footnote-70-200\">Bernd H. Schmitt, <em class=\"emphasis\">Experiential Marketing<\/em> (New York: The Free Press, 1999), 22, 24. <a href=\"#return-footnote-70-200\" class=\"return-footnote\" aria-label=\"Return to footnote 200\">&crarr;<\/a><\/li><li id=\"footnote-70-201\"><span class=\"footnote\">Jerry Robertson, \u201cSecrets to Low Cost PR for Small Businesses,\u201d <em class=\"emphasis\">Yahoo! Voices<\/em>, February 14, 2007, accessed December 1, 2011, <a class=\"link\" target=\"_blank\" href=\"http:\/\/voices.yahoo.com\/secrets-low-cost-pr-small-businesses-193968.html\" rel=\"noopener noreferrer\">voices.yahoo.com\/secrets-low-cost-pr -small-businesses-193968.html<\/a><\/span> <a href=\"#return-footnote-70-201\" class=\"return-footnote\" aria-label=\"Return to footnote 201\">&crarr;<\/a><\/li><li id=\"footnote-70-202\">P<span class=\"footnote\" id=\"cadden_1.0-fn07_190\">hilip Kotler and David Lane Keller, <em class=\"emphasis\">Marketing Management<\/em> (Upper Saddle River, NJ: Pearson Prentice Hall, 2009), 472.<\/span> <a href=\"#return-footnote-70-202\" class=\"return-footnote\" aria-label=\"Return to footnote 202\">&crarr;<\/a><\/li><li id=\"footnote-70-203\"><span class=\"footnote\">Dana-Nicoleta Lascu and Kenneth E. Clow, <em class=\"emphasis\">Essentials of Marketing<\/em> (Mason, OH: Atomic Dog Publishing, 2007), 382.<\/span> <a href=\"#return-footnote-70-203\" class=\"return-footnote\" aria-label=\"Return to footnote 203\">&crarr;<\/a><\/li><li id=\"footnote-70-204\">\u201cDeveloping a Press Kit for Your Small Business,\u201d <em class=\"emphasis\">AllBusiness<\/em>, accessed December 1, 2011, <a class=\"link\" target=\"_blank\" href=\"http:\/\/www.allbusiness.com\/print\/445-1-22eeq.html\" rel=\"noopener noreferrer\">www.allbusiness.com\/print\/445-1-22eeq.html<\/a> <a href=\"#return-footnote-70-204\" class=\"return-footnote\" aria-label=\"Return to footnote 204\">&crarr;<\/a><\/li><li id=\"footnote-70-205\"><span class=\"footnote\">Philip Kotler and David Lane Keller, <em class=\"emphasis\">Marketing Management<\/em> (Upper Saddle River, NJ: Pearson Prentice Hall, 2009), 472.<\/span> <a href=\"#return-footnote-70-205\" class=\"return-footnote\" aria-label=\"Return to footnote 205\">&crarr;<\/a><\/li><li id=\"footnote-70-206\">Erica DeWolf, \u201cSocial Media Tools Should Be Used for PR,\u201d <em class=\"emphasis\">eMarketing &amp; New Media<\/em>, May 4, 2009, accessed December 1, 2011, <a class=\"link\" target=\"_blank\" href=\"http:\/\/ericadewolf.wordpress.com\/2009\/05\/04\/social-media-tools-should-be-used-for-pr\" rel=\"noopener noreferrer\">ericadewolf.wordpress.com\/2009\/05\/04\/social-media-tools-should-be-used-for-pr<\/a> <a href=\"#return-footnote-70-206\" class=\"return-footnote\" aria-label=\"Return to footnote 206\">&crarr;<\/a><\/li><li id=\"footnote-70-207\">Dana-Nicoleta Lascu and Kenneth E. Clow, <em class=\"emphasis\">Essentials of Marketing<\/em> (Mason, OH: Atomic Dog Publishing, 2007), 444. <a href=\"#return-footnote-70-207\" class=\"return-footnote\" aria-label=\"Return to footnote 207\">&crarr;<\/a><\/li><li id=\"footnote-70-208\">Jerry Robertson, \u201cSecrets to Low Cost PR for Small Businesses,\u201d <em class=\"emphasis\">Yahoo! Voices<\/em>, February 14, 2007, accessed December 1, 2011, <a class=\"link\" target=\"_blank\" href=\"http:\/\/voices.yahoo.com\/secrets-low-cost-pr-small-businesses-193968.html\" rel=\"noopener noreferrer\">voices.yahoo.com\/secrets-low-cost-pr -small-businesses-193968.html<\/a> <a href=\"#return-footnote-70-208\" class=\"return-footnote\" aria-label=\"Return to footnote 208\">&crarr;<\/a><\/li><li id=\"footnote-70-209\">Philip Kotler and David Lane Keller, <em class=\"emphasis\">Marketing Management<\/em> (Upper Saddle River, NJ: Pearson Prentice Hall, 2009), 488\u2013489. <a href=\"#return-footnote-70-209\" class=\"return-footnote\" aria-label=\"Return to footnote 209\">&crarr;<\/a><\/li><li id=\"footnote-70-210\">Erica DeWolf, \u201cSocial Media Tools Should Be Used for PR,\u201d <em class=\"emphasis\">eMarketing &amp; New Media<\/em>, May 4, 2009, accessed December 1, 2011, <a class=\"link\" target=\"_blank\" href=\"http:\/\/ericadewolf.wordpress.com\/2009\/05\/04\/social-media-tools-should-be-used-for-pr\" rel=\"noopener noreferrer\">ericadewolf.wordpress.com\/2009\/05\/04\/social-media-tools-should-be-used-for-pr<\/a> <a href=\"#return-footnote-70-210\" class=\"return-footnote\" aria-label=\"Return to footnote 210\">&crarr;<\/a><\/li><li id=\"footnote-70-211\">Philip Kotler and David Lane Keller, <em class=\"emphasis\">Marketing Management<\/em> (Upper Saddle River, NJ: Pearson Prentice Hall, 2009), 473. <a href=\"#return-footnote-70-211\" class=\"return-footnote\" aria-label=\"Return to footnote 211\">&crarr;<\/a><\/li><li id=\"footnote-70-212\"><span class=\"footnote\">Dana-Nicoleta Lascu and Kenneth E. Clow, <em class=\"emphasis\">Essentials of Marketing<\/em> (Mason, OH: Atomic Dog Publishing, 2007), 505.<\/span> <a href=\"#return-footnote-70-212\" class=\"return-footnote\" aria-label=\"Return to footnote 212\">&crarr;<\/a><\/li><li id=\"footnote-70-213\">Dana-Nicoleta Lascu and Kenneth E. Clow, <em class=\"emphasis\">Essentials of Marketing<\/em> (Mason, OH: Atomic Dog Publishing, 2007), 504. <a href=\"#return-footnote-70-213\" class=\"return-footnote\" aria-label=\"Return to footnote 213\">&crarr;<\/a><\/li><li id=\"footnote-70-214\">Lisa Barone, \u201cWebcast: Direct Marketing for Small Businesses,\u201d <em class=\"emphasis\">Outspoken Media<\/em>, April 16, 2009, accessed December 1, 2011, <a class=\"link\" target=\"_blank\" href=\"http:\/\/outspokenmedia.com\/online-marketing\/webcast-direct-marketing-for-small-businesses\" rel=\"noopener noreferrer\">outspokenmedia.com\/online-marketing\/webcast-direct-marketing-for-small-businesses<\/a> <a href=\"#return-footnote-70-214\" class=\"return-footnote\" aria-label=\"Return to footnote 214\">&crarr;<\/a><\/li><li id=\"footnote-70-215\">Lisa Barone, \u201cWebcast: Direct Marketing for Small Businesses,\u201d <em class=\"emphasis\">Outspoken Media<\/em>, April 16, 2009, accessed December 1, 2011, <a class=\"link\" target=\"_blank\" href=\"http:\/\/outspokenmedia.com\/online-marketing\/webcast-direct-marketing-for-small-businesses\" rel=\"noopener noreferrer\">outspokenmedia.com\/online-marketing\/webcast-direct-marketing-for-small-businesses<\/a> <a href=\"#return-footnote-70-215\" class=\"return-footnote\" aria-label=\"Return to footnote 215\">&crarr;<\/a><\/li><li id=\"footnote-70-216\">Kris Carrie, \u201cAdvantages of Direct Marketing,\u201d Article Dashboard, accessed December 1, 2011, <a class=\"link\" target=\"_blank\" href=\"http:\/\/www.articledashboard.com\/Article\/Advantages-of-Direct-Marketing\/587894\" rel=\"noopener noreferrer\">www.articledashboard.com\/Article\/Advantages-of-Direct-Marketing\/587894<\/a> <a href=\"#return-footnote-70-216\" class=\"return-footnote\" aria-label=\"Return to footnote 216\">&crarr;<\/a><\/li><li id=\"footnote-70-217\">Philip Kotler and David Lane Keller, <em class=\"emphasis\">Marketing Management<\/em> (Upper Saddle River, NJ: Pearson Prentice Hall, 2009), 472. <a href=\"#return-footnote-70-217\" class=\"return-footnote\" aria-label=\"Return to footnote 217\">&crarr;<\/a><\/li><li id=\"footnote-70-218\">Dana-Nicoleta Lascu and Kenneth E. Clow, <em class=\"emphasis\">Essentials of Marketing<\/em> (Mason, OH: Atomic Dog Publishing, 2007), 558. <a href=\"#return-footnote-70-218\" class=\"return-footnote\" aria-label=\"Return to footnote 218\">&crarr;<\/a><\/li><li id=\"footnote-70-219\">Mike Yapp, \u201c10 Best Interactive Marketing Practices,\u201d <em class=\"emphasis\">iMedia Connection<\/em>, January 9, 2006, accessed December 1, 2011, <a class=\"link\" target=\"_blank\" href=\"http:\/\/www.imediaconnection.com\/content\/7764.asp\" rel=\"noopener noreferrer\">www.imediaconnection.com\/content\/7764.asp<\/a> <a href=\"#return-footnote-70-219\" class=\"return-footnote\" aria-label=\"Return to footnote 219\">&crarr;<\/a><\/li><li id=\"footnote-70-220\">Joe Mandese, \u201cForrester Revises Interactive Outlook, Will Account for 21% of Marketing by 2014,\u201d <em class=\"emphasis\">MediaPost News<\/em>, July 8, 2009, accessed December 1, 2011, <a class=\"link\" target=\"_blank\" href=\"http:\/\/www.mediapost.com\/publications\/?fa=Articles.showArticle&amp;art_aid=109381\" rel=\"noopener noreferrer\">www.mediapost.com\/publications\/?fa=Articles.showArticle&amp;art_aid=109381<\/a> <a href=\"#return-footnote-70-220\" class=\"return-footnote\" aria-label=\"Return to footnote 220\">&crarr;<\/a><\/li><li id=\"footnote-70-221\">Karen Scharf, \u201cSmall Business Marketing with Video,\u201d <em class=\"emphasis\">Business Know-How<\/em>, accessed December 1, 2011, <a class=\"link\" target=\"_blank\" href=\"http:\/\/www.businessknowhow.com\/internet\/videomarketing.htm\" rel=\"noopener noreferrer\">www.businessknowhow.com\/internet\/videomarketing.htm<\/a> <a href=\"#return-footnote-70-221\" class=\"return-footnote\" aria-label=\"Return to footnote 221\">&crarr;<\/a><\/li><li id=\"footnote-70-222\">Sean Rasmussen, \u201cUsing Online Videos to Increase Popularity,\u201d <em class=\"emphasis\">Aussie Internet Marketing Blog<\/em>, July 30, 2009, accessed December 1, 2011, <a class=\"link\" target=\"_blank\" href=\"http:\/\/seanseo.com\/internet-marketing\/using-online-videos\" rel=\"noopener noreferrer\">seanseo.com\/internet-marketing\/using-online-videos<\/a> <a href=\"#return-footnote-70-222\" class=\"return-footnote\" aria-label=\"Return to footnote 222\">&crarr;<\/a><\/li><li id=\"footnote-70-223\">Mike Sachoff, \u201cSmall Businesses Plan to Focus on Mobile Marketing and Online Video in 2011,\u201d <em class=\"emphasis\">SmallBusinessNewz<\/em>, January 18, 2011, accessed December 1, 2011, <a class=\"link\" target=\"_blank\" href=\"http:\/\/www.smallbusinessnewz.com\/topnews\/2011\/01\/18\/small-businesses-plan-to-focus-on-mobile-marketing-and-online-video-in-2011\" rel=\"noopener noreferrer\">www.smallbusinessnewz.com\/topnews\/2011\/01\/18\/small-businesses-plan-to -focus-on-mobile-marketing-and-online-video-in-2011<\/a> <a href=\"#return-footnote-70-223\" class=\"return-footnote\" aria-label=\"Return to footnote 223\">&crarr;<\/a><\/li><li id=\"footnote-70-224\">Lorrie Thomas, <em class=\"emphasis\">Online Marketing<\/em> (New York: McGraw-Hill, 2011), 73\u201374. <a href=\"#return-footnote-70-224\" class=\"return-footnote\" aria-label=\"Return to footnote 224\">&crarr;<\/a><\/li><li id=\"footnote-70-225\"><span class=\"footnote\">Lorrie Thomas, <em class=\"emphasis\">Online Marketing<\/em> (New York: McGraw-Hill, 2011), 72.<\/span>  <a href=\"#return-footnote-70-225\" class=\"return-footnote\" aria-label=\"Return to footnote 225\">&crarr;<\/a><\/li><li id=\"footnote-70-226\"><span class=\"footnote\" id=\"cadden_1.0-fn07_214\">Robbin Block, <em class=\"emphasis\">Social Persuasion: Making Sense of Social Media for Small Business<\/em> (Breinigsville, PA: Block Media, December 2010), 2.<\/span> <a href=\"#return-footnote-70-226\" class=\"return-footnote\" aria-label=\"Return to footnote 226\">&crarr;<\/a><\/li><li id=\"footnote-70-227\">Lorrie Thomas, <em class=\"emphasis\">Online Marketing<\/em> (New York: McGraw-Hill, 2011), 99. <a href=\"#return-footnote-70-227\" class=\"return-footnote\" aria-label=\"Return to footnote 227\">&crarr;<\/a><\/li><li id=\"footnote-70-228\">Lisa Barone, \u201cWhich Social Media Sites Are Most Beneficial?,\u201d <em class=\"emphasis\">Small Business Trends<\/em>, January 26, 2011, accessed December 1, 2011, <a class=\"link\" target=\"_blank\" href=\"http:\/\/smallbiztrends.com\/2011\/01\/which-social-media-site-most-beneficial%E2%80%99.html\" rel=\"noopener noreferrer\">smallbiztrends.com\/2011\/01\/which-social-media-site-most-beneficial%E2%80%99.html<\/a> <a href=\"#return-footnote-70-228\" class=\"return-footnote\" aria-label=\"Return to footnote 228\">&crarr;<\/a><\/li><li id=\"footnote-70-229\">Lisa Barone, \u201cWhich Social Media Sites Are Most Beneficial?,\u201d <em class=\"emphasis\">Small Business Trends<\/em>, January 26, 2011, accessed December 1, 2011, <a class=\"link\" target=\"_blank\" href=\"http:\/\/smallbiztrends.com\/2011\/01\/which-social-media-site-most-beneficial%E2%80%99.html\" rel=\"noopener noreferrer\">smallbiztrends.com\/2011\/01\/which-social-media-site-most-beneficial%E2%80%99.html<\/a> <a href=\"#return-footnote-70-229\" class=\"return-footnote\" aria-label=\"Return to footnote 229\">&crarr;<\/a><\/li><li id=\"footnote-70-230\">Lisa Barone, \u201cStudy: How Are B2Bs Using Social Media,\u201d <em class=\"emphasis\">Small Business Trends<\/em>, November 25, 2009, accessed December 1, 2011, <a class=\"link\" target=\"_blank\" href=\"http:\/\/smallbiztrends.com\/2009\/11\/b2bs-social-media-study.html\" rel=\"noopener noreferrer\">smallbiztrends.com\/2009\/11\/b2bs-social-media-study.html<\/a> <a href=\"#return-footnote-70-230\" class=\"return-footnote\" aria-label=\"Return to footnote 230\">&crarr;<\/a><\/li><li id=\"footnote-70-231\">Lisa Barone, \u201cWhich Social Media Sites Are Most Beneficial?\u201d <em class=\"emphasis\">Small Business Trends<\/em>, January 26, 2011, accessed December 1, 2011, <a class=\"link\" target=\"_blank\" href=\"http:\/\/smallbiztrends.com\/2011\/01\/which-social-media-site-most-beneficial%E2%80%99.html\" rel=\"noopener noreferrer\">smallbiztrends.com\/2011\/01\/which-social-media-site-most-beneficial%E2%80%99.html<\/a> <a href=\"#return-footnote-70-231\" class=\"return-footnote\" aria-label=\"Return to footnote 231\">&crarr;<\/a><\/li><li id=\"footnote-70-232\">\u201cPersonal Selling,\u201d <em class=\"emphasis\">eNotes<\/em>, accessed December 1, 2011, <a class=\"link\" target=\"_blank\" href=\"http:\/\/www.enotes.com\/personal-selling-reference\/personal-selling-178681\" rel=\"noopener noreferrer\">www.enotes.com\/personal-selling-reference\/personal-selling-178681<\/a> <a href=\"#return-footnote-70-232\" class=\"return-footnote\" aria-label=\"Return to footnote 232\">&crarr;<\/a><\/li><li id=\"footnote-70-233\">\u201cPersonal Selling,\u201d <em class=\"emphasis\">eNotes<\/em>, accessed December 1, 2011, <a class=\"link\" target=\"_blank\" href=\"http:\/\/enotes.com\/personal-selling-reference\/personal-selling-178681\" rel=\"noopener noreferrer\">enotes.com\/personal -selling-reference\/personal-selling-178681<\/a> <a href=\"#return-footnote-70-233\" class=\"return-footnote\" aria-label=\"Return to footnote 233\">&crarr;<\/a><\/li><li id=\"footnote-70-234\">John M. Ivancevich and Thomas N. Duening, <em class=\"emphasis\">Business Principles, Guidelines, and Practices<\/em> (Mason, OH: Thomson Learning, 2007), 431. <a href=\"#return-footnote-70-234\" class=\"return-footnote\" aria-label=\"Return to footnote 234\">&crarr;<\/a><\/li><li id=\"footnote-70-235\">\u201cObjectives of Personal Selling,\u201d <em class=\"emphasis\">KnowThis.com<\/em>, accessed December 1, 2011, <a class=\"link\" target=\"_blank\" href=\"http:\/\/www.knowthis.com\/principles-of-marketing-tutorials\/personal-selling\/objectives-of-personal-selling\" rel=\"noopener noreferrer\">www.knowthis.com\/principles-of-marketing-tutorials\/personal-selling\/objectives-of -personal-selling<\/a> <a href=\"#return-footnote-70-235\" class=\"return-footnote\" aria-label=\"Return to footnote 235\">&crarr;<\/a><\/li><li id=\"footnote-70-236\"><span class=\"footnote\">\u201cAdvantages of Personal Selling,\u201d <em class=\"emphasis\">KnowThis.com<\/em>, accessed December 1, 2011, <a class=\"link\" target=\"_blank\" href=\"http:\/\/www.knowthis.com\/principles-of-marketing-tutorials\/personal-selling\/advantages-of-personal-selling\" rel=\"noopener noreferrer\">www.knowthis.com\/principles-of-marketing-tutorials\/personal-selling\/advantages -of-personal-selling<\/a><\/span> <a href=\"#return-footnote-70-236\" class=\"return-footnote\" aria-label=\"Return to footnote 236\">&crarr;<\/a><\/li><li id=\"footnote-70-237\">\u201cDisadvantages of Personal Selling,\u201d <em class=\"emphasis\">KnowThis.com<\/em>, accessed December 1, 2011, <a class=\"link\" target=\"_blank\" href=\"http:\/\/www.knowthis.com\/principles-of-marketing-tutorials\/personal-selling\/disadvantages-of-personal-selling\" rel=\"noopener noreferrer\">www.knowthis.com\/principles-of-marketing-tutorials\/personal-selling\/disadvantages-of-personal-selling<\/a> <a href=\"#return-footnote-70-237\" class=\"return-footnote\" aria-label=\"Return to footnote 237\">&crarr;<\/a><\/li><li id=\"footnote-70-238\">\u201cDisadvantages of Personal Selling,\u201d <em class=\"emphasis\">KnowThis.com<\/em>, accessed December 1, 2011, <a class=\"link\" target=\"_blank\" href=\"http:\/\/www.knowthis.com\/principles-of-marketing-tutorials\/personal-selling\/disadvantages-of-personal-selling\" rel=\"noopener noreferrer\">www.knowthis.com\/principles-of-marketing-tutorials\/personal-selling\/disadvantages-of-personal-selling<\/a> <a href=\"#return-footnote-70-238\" class=\"return-footnote\" aria-label=\"Return to footnote 238\">&crarr;<\/a><\/li><li id=\"footnote-70-239\">John M. Ivancevich and Thomas N. Duening, <em class=\"emphasis\">Business Principles, Guidelines, and Practices<\/em> (Mason, OH: Thomson Learning, 2007), 435. <a href=\"#return-footnote-70-239\" class=\"return-footnote\" aria-label=\"Return to footnote 239\">&crarr;<\/a><\/li><li id=\"footnote-70-240\">Philip Kotler and Kevin Lane Keller, <em class=\"emphasis\">Marketing Management<\/em> (Upper Saddle River, NJ: Pearson Prentice Hall, 2009), 560\u2013561. <a href=\"#return-footnote-70-240\" class=\"return-footnote\" aria-label=\"Return to footnote 240\">&crarr;<\/a><\/li><li id=\"footnote-70-241\">Dana-Nicoleta Lascu and Kenneth E. Clow, <em class=\"emphasis\">Essentials of Marketing<\/em> (Mason, OH: Atomic Dog Publishing, 2007), 489\u201398. <a href=\"#return-footnote-70-241\" class=\"return-footnote\" aria-label=\"Return to footnote 241\">&crarr;<\/a><\/li><li id=\"footnote-70-242\">Thomas Young, \u201cA Selling Revolution: How the Internet Changed Personal Selling (Part 1),\u201d <em class=\"emphasis\">Executive Street<\/em>, accessed December 1, 2011, <a class=\"link\" target=\"_blank\" href=\"http:\/\/blog.vistage.com\/marketing\/a-selling-revolution-how-the-internet-changed-personal-selling\" rel=\"noopener noreferrer\">blog.vistage.com\/marketing\/a-selling-revolution-how-the-internet-changed-personal-selling<\/a> <a href=\"#return-footnote-70-242\" class=\"return-footnote\" aria-label=\"Return to footnote 242\">&crarr;<\/a><\/li><li id=\"footnote-70-243\">Thomas Young, \u201cA Selling Revolution: How the Internet Changed Personal Selling (Part 1),\u201d <em class=\"emphasis\">Executive Street<\/em>, accessed December 1, 2011, <a class=\"link\" target=\"_blank\" href=\"http:\/\/blog.vistage.com\/marketing\/a-selling-revolution-how-the-internet-changed-personal-selling\" rel=\"noopener noreferrer\">blog.vistage.com\/marketing\/a-selling-revolution-how-the-internet-changed-personal-selling<\/a> <a href=\"#return-footnote-70-243\" class=\"return-footnote\" aria-label=\"Return to footnote 243\">&crarr;<\/a><\/li><li id=\"footnote-70-244\">Adapted from David L. Kurtz, <em class=\"emphasis\">Contemporary Business<\/em> (Hoboken, NJ: John Wiley &amp; Sons, 2011), 488. <a href=\"#return-footnote-70-244\" class=\"return-footnote\" aria-label=\"Return to footnote 244\">&crarr;<\/a><\/li><li id=\"footnote-70-245\">Robert R. Harmon and Greg Laird, \u201cLinking Marketing Strategy to Customer Value: Implications for Technology Marketers,\u201d <em class=\"emphasis\">PDFCast.org<\/em>, accessed December 1, 2011, <a class=\"link\" target=\"_blank\" href=\"http:\/\/pdfcast.org\/pdf\/linking-marketing-strategy-to-customer-value-implications-for-technology-marketers\" rel=\"noopener noreferrer\">pdfcast.org\/pdf\/linking-marketing-strategy-to-customer-value-implications-for -technology-marketers<\/a> <a href=\"#return-footnote-70-245\" class=\"return-footnote\" aria-label=\"Return to footnote 245\">&crarr;<\/a><\/li><li id=\"footnote-70-246\">Angela Hausman, \u201cMarketing Strategy: Using Social Media to Create Customer Value,\u201d <em class=\"emphasis\">Hausman Marketing Letter<\/em>, October 25, 2010, accessed June 1, 2012, <a class=\"link\" target=\"_blank\" href=\"http:\/\/www.hausmanmarketingletter.com\/marketing-strategy-using-social-media-to-create-customer-value\" rel=\"noopener noreferrer\">http:\/\/www.hausmanmarketingletter.com\/marketing-strategy-using-social-media-to -create-customer-value<\/a> <a href=\"#return-footnote-70-246\" class=\"return-footnote\" aria-label=\"Return to footnote 246\">&crarr;<\/a><\/li><li id=\"footnote-70-247\">Mark Hunter, \u201cDiscounting to Create Cash Flow? Be Careful,\u201d <em class=\"emphasis\">PowerHomeBiz.com<\/em>, May 19, 2011, accessed December 1, 2011, <a class=\"link\" target=\"_blank\" href=\"http:\/\/www.powerhomebiz.com\/blog\/2011\/05\/discounting-to-create-cash-flow-be-careful\" rel=\"noopener noreferrer\">www.powerhomebiz.com\/blog\/2011\/05\/discounting-to-create-cash-flow-be-careful<\/a> <a href=\"#return-footnote-70-247\" class=\"return-footnote\" aria-label=\"Return to footnote 247\">&crarr;<\/a><\/li><li id=\"footnote-70-248\">Lauren Simonds, \u201cMobile Commerce Experts Talk Small Business,\u201d <em class=\"emphasis\">Small Business Computing.com<\/em>, May 3, 2011, accessed December 1, 2011, <a class=\"link\" target=\"_blank\" href=\"http:\/\/www.smallbusinesscomputing.com\/emarketing\/article.php\/3932506\/Mobile-Commerce-Experts-Talk-Small-Business.htm\" rel=\"noopener noreferrer\">www.smallbusinesscomputing.com\/emarketing\/article.php\/3932506\/Mobile -Commerce-Experts-Talk-Small-Business.htm<\/a> <a href=\"#return-footnote-70-248\" class=\"return-footnote\" aria-label=\"Return to footnote 248\">&crarr;<\/a><\/li><li id=\"footnote-70-249\">Emily Glazer, \u201cTarget: Customers on the Go,\u201d <em class=\"emphasis\">Wall Street Journal<\/em>, May 16, 2011, accessed December 1, 2011, <a class=\"link\" target=\"_blank\" href=\"http:\/\/online.wsj.com\/article\/SB10001424052748704132204576285631212564952.html\" rel=\"noopener noreferrer\">online.wsj.com\/article\/SB10001424052748704132204576285631212564952.html<\/a> <a href=\"#return-footnote-70-249\" class=\"return-footnote\" aria-label=\"Return to footnote 249\">&crarr;<\/a><\/li><li id=\"footnote-70-250\">Javier Espinoza, \u201cNeed to Bank? Phone It In,\u201d <em class=\"emphasis\">Wall Street Journal<\/em>, November 14, 2011, accessed December 1, 2011, <a class=\"link\" target=\"_blank\" href=\"http:\/\/online.wsj.com\/article\/SB10001424052970204485304576644853956740860.html\" rel=\"noopener noreferrer\">online.wsj.com\/article\/SB10001424052970204485304576644853956740860.html<\/a> <a href=\"#return-footnote-70-250\" class=\"return-footnote\" aria-label=\"Return to footnote 250\">&crarr;<\/a><\/li><li id=\"footnote-70-251\">Sarah E. Needleman, \u201cRaise Cash on Crowdfunding Sites,\u201d <em class=\"emphasis\">Wall Street Journal<\/em>, November 27, 2011, accessed December 1, 2011, <a class=\"link\" target=\"_blank\" href=\"http:\/\/online.wsj.com\/article\/SB10001424052970204443404577052013654406558.html?mod=googlenews_ws\" rel=\"noopener noreferrer\">online.wsj.com\/article\/SB10001424052970204443404577052013654406558.html?mod=googlenews_ws<\/a> <a href=\"#return-footnote-70-251\" class=\"return-footnote\" aria-label=\"Return to footnote 251\">&crarr;<\/a><\/li><li id=\"footnote-70-252\">Michael Raymond, \u201cCostly Small Business Marketing Mistakes Every Entrepreneur Must Avoid,\u201d <em class=\"emphasis\">Helium<\/em>, accessed December 1, 2011, <a class=\"link\" target=\"_blank\" href=\"http:\/\/www.helium.com\/items\/1644285-current-domain-registration-expired-domain-names\" rel=\"noopener noreferrer\">www.helium.com\/items\/1644285-current-domain-registration-expired-domain-names<\/a>. <a href=\"#return-footnote-70-252\" class=\"return-footnote\" aria-label=\"Return to footnote 252\">&crarr;<\/a><\/li><li id=\"footnote-70-253\">Leslie Hutchison, \u201cElegant Touch Fine Gifts,\u201d <em class=\"emphasis\">CheshirePatch<\/em>, accessed March 24, 2012, <a class=\"link\" target=\"_blank\" href=\"http:\/\/cheshire.patch.com\/listings\/elegant-touch-fine-gifts\" rel=\"noopener noreferrer\">cheshire.patch.com\/listings\/elegant-touch-fine-gifts<\/a> <a href=\"#return-footnote-70-253\" class=\"return-footnote\" aria-label=\"Return to footnote 253\">&crarr;<\/a><\/li><li id=\"footnote-70-254\">Except for the content from CheshirePatch.com, all information herein is based on an interview with Anita Bruscino, owner of Elegant Touch, March 2, 2012. <a href=\"#return-footnote-70-254\" class=\"return-footnote\" aria-label=\"Return to footnote 254\">&crarr;<\/a><\/li><\/ol><\/div><div class=\"glossary\"><span class=\"screen-reader-text\" id=\"definition\">definition<\/span><template id=\"term_70_1508\"><div class=\"glossary__definition\" role=\"dialog\" data-id=\"term_70_1508\"><div tabindex=\"-1\"><p>Selecting one or more target markets, making differentiation and positioning decisions, and creating and maintaining a marketing mix.<\/p>\n<\/div><button><span aria-hidden=\"true\">&times;<\/span><span class=\"screen-reader-text\">Close definition<\/span><\/button><\/div><\/template><template id=\"term_70_1509\"><div class=\"glossary__definition\" role=\"dialog\" data-id=\"term_70_1509\"><div tabindex=\"-1\"><p>What a company wants to accomplish with its marketing strategy.<\/p>\n<\/div><button><span aria-hidden=\"true\">&times;<\/span><span class=\"screen-reader-text\">Close definition<\/span><\/button><\/div><\/template><template id=\"term_70_1512\"><div class=\"glossary__definition\" role=\"dialog\" data-id=\"term_70_1512\"><div tabindex=\"-1\"><p>a\u00a0document that articulates the long-term purpose and idealized notion of what the business wishes to become.<\/p>\n<\/div><button><span aria-hidden=\"true\">&times;<\/span><span class=\"screen-reader-text\">Close definition<\/span><\/button><\/div><\/template><template id=\"term_70_1513\"><div class=\"glossary__definition\" role=\"dialog\" data-id=\"term_70_1513\"><div tabindex=\"-1\"><p>a\u00a0document that articulates the fundamental nature of the business. It should address what business the company is in, the company\u2019s potential customers, and how customer value will be provided.<\/p>\n<\/div><button><span aria-hidden=\"true\">&times;<\/span><span class=\"screen-reader-text\">Close definition<\/span><\/button><\/div><\/template><template id=\"term_70_1145\"><div class=\"glossary__definition\" role=\"dialog\" data-id=\"term_70_1145\"><div tabindex=\"-1\"><p>Information technology applied to traditional marketing.<\/p>\n<\/div><button><span aria-hidden=\"true\">&times;<\/span><span class=\"screen-reader-text\">Close definition<\/span><\/button><\/div><\/template><template id=\"term_70_1273\"><div class=\"glossary__definition\" role=\"dialog\" data-id=\"term_70_1273\"><div tabindex=\"-1\"><p>Dividing the market into several portions that are different from each other.<\/p>\n<\/div><button><span aria-hidden=\"true\">&times;<\/span><span class=\"screen-reader-text\">Close definition<\/span><\/button><\/div><\/template><template id=\"term_70_1517\"><div class=\"glossary__definition\" role=\"dialog\" data-id=\"term_70_1517\"><div tabindex=\"-1\"><p>The ease with which a segment can be identified and how easily the size of the segment be estimated<\/p>\n<\/div><button><span aria-hidden=\"true\">&times;<\/span><span class=\"screen-reader-text\">Close definition<\/span><\/button><\/div><\/template><template id=\"term_70_1518\"><div class=\"glossary__definition\" role=\"dialog\" data-id=\"term_70_1518\"><div tabindex=\"-1\"><p>The segment is large and profitable enough to justify an investment<\/p>\n<\/div><button><span aria-hidden=\"true\">&times;<\/span><span class=\"screen-reader-text\">Close definition<\/span><\/button><\/div><\/template><template id=\"term_70_1519\"><div class=\"glossary__definition\" role=\"dialog\" data-id=\"term_70_1519\"><div tabindex=\"-1\"><p>Whether consumer preferences are stable over time.<\/p>\n<\/div><button><span aria-hidden=\"true\">&times;<\/span><span class=\"screen-reader-text\">Close definition<\/span><\/button><\/div><\/template><template id=\"term_70_1520\"><div class=\"glossary__definition\" role=\"dialog\" data-id=\"term_70_1520\"><div tabindex=\"-1\"><p>Being able to communicate with and reach the segment.<\/p>\n<\/div><button><span aria-hidden=\"true\">&times;<\/span><span class=\"screen-reader-text\">Close definition<\/span><\/button><\/div><\/template><template id=\"term_70_1521\"><div class=\"glossary__definition\" role=\"dialog\" data-id=\"term_70_1521\"><div tabindex=\"-1\"><p>Whether a small business is capable of designing an effective marketing program that can serve the chosen market segment.<\/p>\n<\/div><button><span aria-hidden=\"true\">&times;<\/span><span class=\"screen-reader-text\">Close definition<\/span><\/button><\/div><\/template><template id=\"term_70_1522\"><div class=\"glossary__definition\" role=\"dialog\" data-id=\"term_70_1522\"><div tabindex=\"-1\"><p>The extent to which market segments are easily distinguishable from each other and respond differently to company marketing strategies.<\/p>\n<\/div><button><span aria-hidden=\"true\">&times;<\/span><span class=\"screen-reader-text\">Close definition<\/span><\/button><\/div><\/template><template id=\"term_70_1523\"><div class=\"glossary__definition\" role=\"dialog\" data-id=\"term_70_1523\"><div tabindex=\"-1\"><p>One or more segments that have been chosen as the focus for business operations.<\/p>\n<\/div><button><span aria-hidden=\"true\">&times;<\/span><span class=\"screen-reader-text\">Close definition<\/span><\/button><\/div><\/template><template id=\"term_70_1524\"><div class=\"glossary__definition\" role=\"dialog\" data-id=\"term_70_1524\"><div tabindex=\"-1\"><p>A small, more narrowly defined market that is not being served well or at all by mainstream product or service marketers.<\/p>\n<\/div><button><span aria-hidden=\"true\">&times;<\/span><span class=\"screen-reader-text\">Close definition<\/span><\/button><\/div><\/template><template id=\"term_70_1084\"><div class=\"glossary__definition\" role=\"dialog\" data-id=\"term_70_1084\"><div tabindex=\"-1\"><p>The ability to perform in one or more ways that competitors cannot or will not match.<\/p>\n<\/div><button><span aria-hidden=\"true\">&times;<\/span><span class=\"screen-reader-text\">Close definition<\/span><\/button><\/div><\/template><template id=\"term_70_1086\"><div class=\"glossary__definition\" role=\"dialog\" data-id=\"term_70_1086\"><div tabindex=\"-1\"><p>the nuts and bolts of a product, its physical anatomy, and its basic features.<\/p>\n<\/div><button><span aria-hidden=\"true\">&times;<\/span><span class=\"screen-reader-text\">Close definition<\/span><\/button><\/div><\/template><template id=\"term_70_1087\"><div class=\"glossary__definition\" role=\"dialog\" data-id=\"term_70_1087\"><div tabindex=\"-1\"><p>overall product quality, reliability, and the extent to which a product or a service meets consumers\u2019 needs.<\/p>\n<\/div><button><span aria-hidden=\"true\">&times;<\/span><span class=\"screen-reader-text\">Close definition<\/span><\/button><\/div><\/template><template id=\"term_70_1510\"><div class=\"glossary__definition\" role=\"dialog\" data-id=\"term_70_1510\"><div tabindex=\"-1\"><p>where additional value is added via things such as packaging, promotion, warranties, guarantees, brand name, design, financing opportunities where appropriate, prompt and on-time service, and additional services that may enhance a product.<\/p>\n<\/div><button><span aria-hidden=\"true\">&times;<\/span><span class=\"screen-reader-text\">Close definition<\/span><\/button><\/div><\/template><template id=\"term_70_1088\"><div class=\"glossary__definition\" role=\"dialog\" data-id=\"term_70_1088\"><div tabindex=\"-1\"><p>the meaning of a product to a consumer\u2014its emotional and psychological connections.<\/p>\n<\/div><button><span aria-hidden=\"true\">&times;<\/span><span class=\"screen-reader-text\">Close definition<\/span><\/button><\/div><\/template><template id=\"term_70_1089\"><div class=\"glossary__definition\" role=\"dialog\" data-id=\"term_70_1089\"><div tabindex=\"-1\"><p>aesthetic properties such as color, shape, texture, and entire form plus a consideration of ergonomics, technology, and usability as well as touch, taste, smell, sight, and sound.<\/p>\n<\/div><button><span aria-hidden=\"true\">&times;<\/span><span class=\"screen-reader-text\">Close definition<\/span><\/button><\/div><\/template><template id=\"term_70_1147\"><div class=\"glossary__definition\" role=\"dialog\" data-id=\"term_70_1147\"><div tabindex=\"-1\"><p>a\u00a0service cannot be seen, smelled, heard, tasted, or touched prior to purchase.<\/p>\n<\/div><button><span aria-hidden=\"true\">&times;<\/span><span class=\"screen-reader-text\">Close definition<\/span><\/button><\/div><\/template><template id=\"term_70_1148\"><div class=\"glossary__definition\" role=\"dialog\" data-id=\"term_70_1148\"><div tabindex=\"-1\"><p>A service cannot be stored like a physical good.<\/p>\n<\/div><button><span aria-hidden=\"true\">&times;<\/span><span class=\"screen-reader-text\">Close definition<\/span><\/button><\/div><\/template><template id=\"term_70_1149\"><div class=\"glossary__definition\" role=\"dialog\" data-id=\"term_70_1149\"><div tabindex=\"-1\"><p>A service is performed and consumed at the same time.<\/p>\n<\/div><button><span aria-hidden=\"true\">&times;<\/span><span class=\"screen-reader-text\">Close definition<\/span><\/button><\/div><\/template><template id=\"term_70_1150\"><div class=\"glossary__definition\" role=\"dialog\" data-id=\"term_70_1150\"><div tabindex=\"-1\"><p>Each time a service is performed, it will be performed in a different way.<\/p>\n<\/div><button><span aria-hidden=\"true\">&times;<\/span><span class=\"screen-reader-text\">Close definition<\/span><\/button><\/div><\/template><template id=\"term_70_1091\"><div class=\"glossary__definition\" role=\"dialog\" data-id=\"term_70_1091\"><div tabindex=\"-1\"><p>all the activities of designing and producing the container for a product.<\/p>\n<\/div><button><span aria-hidden=\"true\">&times;<\/span><span class=\"screen-reader-text\">Close definition<\/span><\/button><\/div><\/template><template id=\"term_70_1092\"><div class=\"glossary__definition\" role=\"dialog\" data-id=\"term_70_1092\"><div tabindex=\"-1\"><p>name, term, sign, symbol, or design, or a combination of them, intended to identify the goods or the services of one seller or a group of sellers and to differentiate them from those of competitors.<\/p>\n<\/div><button><span aria-hidden=\"true\">&times;<\/span><span class=\"screen-reader-text\">Close definition<\/span><\/button><\/div><\/template><template id=\"term_70_1526\"><div class=\"glossary__definition\" role=\"dialog\" data-id=\"term_70_1526\"><div tabindex=\"-1\"><p>Changing the brand.<\/p>\n<\/div><button><span aria-hidden=\"true\">&times;<\/span><span class=\"screen-reader-text\">Close definition<\/span><\/button><\/div><\/template><template id=\"term_70_1093\"><div class=\"glossary__definition\" role=\"dialog\" data-id=\"term_70_1093\"><div tabindex=\"-1\"><p>The performance of a product in terms of sales and profits over time.<\/p>\n<\/div><button><span aria-hidden=\"true\">&times;<\/span><span class=\"screen-reader-text\">Close definition<\/span><\/button><\/div><\/template><template id=\"term_70_1094\"><div class=\"glossary__definition\" role=\"dialog\" data-id=\"term_70_1094\"><div tabindex=\"-1\"><p>when a product is being prepared for sale.<\/p>\n<\/div><button><span aria-hidden=\"true\">&times;<\/span><span class=\"screen-reader-text\">Close definition<\/span><\/button><\/div><\/template><template id=\"term_70_1095\"><div class=\"glossary__definition\" role=\"dialog\" data-id=\"term_70_1095\"><div tabindex=\"-1\"><p>when a product is available to buy for the first time.<\/p>\n<\/div><button><span aria-hidden=\"true\">&times;<\/span><span class=\"screen-reader-text\">Close definition<\/span><\/button><\/div><\/template><template id=\"term_70_1096\"><div class=\"glossary__definition\" role=\"dialog\" data-id=\"term_70_1096\"><div tabindex=\"-1\"><p>when sales grow rapidly as the target market adopts a product and competition enters the marketplace once it observes the success.<\/p>\n<\/div><button><span aria-hidden=\"true\">&times;<\/span><span class=\"screen-reader-text\">Close definition<\/span><\/button><\/div><\/template><template id=\"term_70_1097\"><div class=\"glossary__definition\" role=\"dialog\" data-id=\"term_70_1097\"><div tabindex=\"-1\"><p>characterized by slow growth because most of the buyers interested in a product have bought it.<\/p>\n<\/div><button><span aria-hidden=\"true\">&times;<\/span><span class=\"screen-reader-text\">Close definition<\/span><\/button><\/div><\/template><template id=\"term_70_1098\"><div class=\"glossary__definition\" role=\"dialog\" data-id=\"term_70_1098\"><div tabindex=\"-1\"><p>when sales decline and profits erode.<\/p>\n<\/div><button><span aria-hidden=\"true\">&times;<\/span><span class=\"screen-reader-text\">Close definition<\/span><\/button><\/div><\/template><template id=\"term_70_1099\"><div class=\"glossary__definition\" role=\"dialog\" data-id=\"term_70_1099\"><div tabindex=\"-1\"><p>what a company wants its website to do.<\/p>\n<\/div><button><span aria-hidden=\"true\">&times;<\/span><span class=\"screen-reader-text\">Close definition<\/span><\/button><\/div><\/template><template id=\"term_70_1100\"><div class=\"glossary__definition\" role=\"dialog\" data-id=\"term_70_1100\"><div tabindex=\"-1\"><p>the positioning of the various elements that comprise a web page.<\/p>\n<\/div><button><span aria-hidden=\"true\">&times;<\/span><span class=\"screen-reader-text\">Close definition<\/span><\/button><\/div><\/template><template id=\"term_70_1101\"><div class=\"glossary__definition\" role=\"dialog\" data-id=\"term_70_1101\"><div tabindex=\"-1\"><p>the use of typefaces (or fonts) in a design.<\/p>\n<\/div><button><span aria-hidden=\"true\">&times;<\/span><span class=\"screen-reader-text\">Close definition<\/span><\/button><\/div><\/template><template id=\"term_70_1102\"><div class=\"glossary__definition\" role=\"dialog\" data-id=\"term_70_1102\"><div tabindex=\"-1\"><p>A specific type or font.<\/p>\n<\/div><button><span aria-hidden=\"true\">&times;<\/span><span class=\"screen-reader-text\">Close definition<\/span><\/button><\/div><\/template><template id=\"term_70_1103\"><div class=\"glossary__definition\" role=\"dialog\" data-id=\"term_70_1103\"><div tabindex=\"-1\"><p>pictures, artwork, animations, or videos.<\/p>\n<\/div><button><span aria-hidden=\"true\">&times;<\/span><span class=\"screen-reader-text\">Close definition<\/span><\/button><\/div><\/template><template id=\"term_70_1104\"><div class=\"glossary__definition\" role=\"dialog\" data-id=\"term_70_1104\"><div tabindex=\"-1\"><p>Colors that look the same on PC and Macintosh operating systems.<\/p>\n<\/div><button><span aria-hidden=\"true\">&times;<\/span><span class=\"screen-reader-text\">Close definition<\/span><\/button><\/div><\/template><template id=\"term_70_1105\"><div class=\"glossary__definition\" role=\"dialog\" data-id=\"term_70_1105\"><div tabindex=\"-1\"><p>The design to help visitors quickly and easily find the information they need on a website.<\/p>\n<\/div><button><span aria-hidden=\"true\">&times;<\/span><span class=\"screen-reader-text\">Close definition<\/span><\/button><\/div><\/template><template id=\"term_70_1106\"><div class=\"glossary__definition\" role=\"dialog\" data-id=\"term_70_1106\"><div tabindex=\"-1\"><p>a\u00a0website\u2019s ease of use.<\/p>\n<\/div><button><span aria-hidden=\"true\">&times;<\/span><span class=\"screen-reader-text\">Close definition<\/span><\/button><\/div><\/template><template id=\"term_70_1107\"><div class=\"glossary__definition\" role=\"dialog\" data-id=\"term_70_1107\"><div tabindex=\"-1\"><p>the way a person interacts with a website.<\/p>\n<\/div><button><span aria-hidden=\"true\">&times;<\/span><span class=\"screen-reader-text\">Close definition<\/span><\/button><\/div><\/template><template id=\"term_70_1108\"><div class=\"glossary__definition\" role=\"dialog\" data-id=\"term_70_1108\"><div tabindex=\"-1\"><p>things on a company\u2019s website site that prompt some kind of action from visitors.<\/p>\n<\/div><button><span aria-hidden=\"true\">&times;<\/span><span class=\"screen-reader-text\">Close definition<\/span><\/button><\/div><\/template><template id=\"term_70_1109\"><div class=\"glossary__definition\" role=\"dialog\" data-id=\"term_70_1109\"><div tabindex=\"-1\"><p>all the words, images, products, sound, video, interactive features, and any other material that a business puts on its website.<\/p>\n<\/div><button><span aria-hidden=\"true\">&times;<\/span><span class=\"screen-reader-text\">Close definition<\/span><\/button><\/div><\/template><template id=\"term_70_1110\"><div class=\"glossary__definition\" role=\"dialog\" data-id=\"term_70_1110\"><div tabindex=\"-1\"><p>how fast the pages respond to a user request.<\/p>\n<\/div><button><span aria-hidden=\"true\">&times;<\/span><span class=\"screen-reader-text\">Close definition<\/span><\/button><\/div><\/template><template id=\"term_70_1111\"><div class=\"glossary__definition\" role=\"dialog\" data-id=\"term_70_1111\"><div tabindex=\"-1\"><p>the amount of money charged for a product or a service. It is the sum of all values that buyers exchange for the benefits of having or using a good or a service.<\/p>\n<\/div><button><span aria-hidden=\"true\">&times;<\/span><span class=\"screen-reader-text\">Close definition<\/span><\/button><\/div><\/template><template id=\"term_70_1530\"><div class=\"glossary__definition\" role=\"dialog\" data-id=\"term_70_1530\"><div tabindex=\"-1\"><p>where buyers and sellers can view and compare prices for products sold online.<\/p>\n<\/div><button><span aria-hidden=\"true\">&times;<\/span><span class=\"screen-reader-text\">Close definition<\/span><\/button><\/div><\/template><template id=\"term_70_1529\"><div class=\"glossary__definition\" role=\"dialog\" data-id=\"term_70_1529\"><div tabindex=\"-1\"><p>Prices are varied for individual consumers\u00a0by varying prices for individual customers.<\/p>\n<\/div><button><span aria-hidden=\"true\">&times;<\/span><span class=\"screen-reader-text\">Close definition<\/span><\/button><\/div><\/template><template id=\"term_70_1112\"><div class=\"glossary__definition\" role=\"dialog\" data-id=\"term_70_1112\"><div tabindex=\"-1\"><p>when the cost of a good or a service reflects the perceived quality of that product or service.<\/p>\n<\/div><button><span aria-hidden=\"true\">&times;<\/span><span class=\"screen-reader-text\">Close definition<\/span><\/button><\/div><\/template><template id=\"term_70_1113\"><div class=\"glossary__definition\" role=\"dialog\" data-id=\"term_70_1113\"><div tabindex=\"-1\"><p>what a company wants to accomplish with its pricing strategy.<\/p>\n<\/div><button><span aria-hidden=\"true\">&times;<\/span><span class=\"screen-reader-text\">Close definition<\/span><\/button><\/div><\/template><template id=\"term_70_1114\"><div class=\"glossary__definition\" role=\"dialog\" data-id=\"term_70_1114\"><div tabindex=\"-1\"><p>a\u00a0business prices a product below that of the competition to quickly penetrate the market at the competitor\u2019s expense, acquire a large market share, and then gradually raise the price.<\/p>\n<\/div><button><span aria-hidden=\"true\">&times;<\/span><span class=\"screen-reader-text\">Close definition<\/span><\/button><\/div><\/template><template id=\"term_70_1115\"><div class=\"glossary__definition\" role=\"dialog\" data-id=\"term_70_1115\"><div tabindex=\"-1\"><p>a\u00a0product is priced over that of the competition to maximize profit.<\/p>\n<\/div><button><span aria-hidden=\"true\">&times;<\/span><span class=\"screen-reader-text\">Close definition<\/span><\/button><\/div><\/template><template id=\"term_70_1116\"><div class=\"glossary__definition\" role=\"dialog\" data-id=\"term_70_1116\"><div tabindex=\"-1\"><p>a\u00a0product that is discounted to get customers in the door in the hope that they will also buy more profitable products.<\/p>\n<\/div><button><span aria-hidden=\"true\">&times;<\/span><span class=\"screen-reader-text\">Close definition<\/span><\/button><\/div><\/template><template id=\"term_70_1117\"><div class=\"glossary__definition\" role=\"dialog\" data-id=\"term_70_1117\"><div tabindex=\"-1\"><p>a\u00a0company figures out how much it costs to make a product or deliver a service and then sets the price by adding a profit to the cost.<\/p>\n<\/div><button><span aria-hidden=\"true\">&times;<\/span><span class=\"screen-reader-text\">Close definition<\/span><\/button><\/div><\/template><template id=\"term_70_1118\"><div class=\"glossary__definition\" role=\"dialog\" data-id=\"term_70_1118\"><div tabindex=\"-1\"><p>Based on the premise that consumers will feel that products below a particular price will have inferior quality and will not convey a desired status and image.<\/p>\n<\/div><button><span aria-hidden=\"true\">&times;<\/span><span class=\"screen-reader-text\">Close definition<\/span><\/button><\/div><\/template><template id=\"term_70_1119\"><div class=\"glossary__definition\" role=\"dialog\" data-id=\"term_70_1119\"><div tabindex=\"-1\"><p>used to communicate quality (even-numbered price) or value (odd-numbered price).<\/p>\n<\/div><button><span aria-hidden=\"true\">&times;<\/span><span class=\"screen-reader-text\">Close definition<\/span><\/button><\/div><\/template><template id=\"term_70_1120\"><div class=\"glossary__definition\" role=\"dialog\" data-id=\"term_70_1120\"><div tabindex=\"-1\"><p>a\u00a0pricing strategy that takes the geographic location of a customer into consideration.<\/p>\n<\/div><button><span aria-hidden=\"true\">&times;<\/span><span class=\"screen-reader-text\">Close definition<\/span><\/button><\/div><\/template><template id=\"term_70_1121\"><div class=\"glossary__definition\" role=\"dialog\" data-id=\"term_70_1121\"><div tabindex=\"-1\"><p>getting a product or a service to the target customer at a reasonable cost and at the right time.<\/p>\n<\/div><button><span aria-hidden=\"true\">&times;<\/span><span class=\"screen-reader-text\">Close definition<\/span><\/button><\/div><\/template><template id=\"term_70_1536\"><div class=\"glossary__definition\" role=\"dialog\" data-id=\"term_70_1536\"><div tabindex=\"-1\"><p>producers sell products directly to the customer, with no intermediaries.<\/p>\n<\/div><button><span aria-hidden=\"true\">&times;<\/span><span class=\"screen-reader-text\">Close definition<\/span><\/button><\/div><\/template><template id=\"term_70_1537\"><div class=\"glossary__definition\" role=\"dialog\" data-id=\"term_70_1537\"><div tabindex=\"-1\"><p>Retailers and wholesalers that operate between the producer and the consumer to facilitate some distribution processes\u00a0(retailers and wholesalers, also known as middlemen) in the process.<\/p>\n<\/div><button><span aria-hidden=\"true\">&times;<\/span><span class=\"screen-reader-text\">Close definition<\/span><\/button><\/div><\/template><template id=\"term_70_1538\"><div class=\"glossary__definition\" role=\"dialog\" data-id=\"term_70_1538\"><div tabindex=\"-1\"><p>when a retailer and\/or a wholesaler is an intermediary between the producer or the manufacturer and the final consumer.<\/p>\n<\/div><button><span aria-hidden=\"true\">&times;<\/span><span class=\"screen-reader-text\">Close definition<\/span><\/button><\/div><\/template><template id=\"term_70_1539\"><div class=\"glossary__definition\" role=\"dialog\" data-id=\"term_70_1539\"><div tabindex=\"-1\"><p>An online business that sells products made by several producers or manufacturers.<\/p>\n<\/div><button><span aria-hidden=\"true\">&times;<\/span><span class=\"screen-reader-text\">Close definition<\/span><\/button><\/div><\/template><template id=\"term_70_1540\"><div class=\"glossary__definition\" role=\"dialog\" data-id=\"term_70_1540\"><div tabindex=\"-1\"><p>a\u00a0(large or small) business that sells to retailers, contractors, or other types of businesses but not to the general public.<\/p>\n<\/div><button><span aria-hidden=\"true\">&times;<\/span><span class=\"screen-reader-text\">Close definition<\/span><\/button><\/div><\/template><template id=\"term_70_1122\"><div class=\"glossary__definition\" role=\"dialog\" data-id=\"term_70_1122\"><div tabindex=\"-1\"><p>Two or more channels of distribution to reach one or more customer segments that offers customers multiple purchase and communication options.<\/p>\n<\/div><button><span aria-hidden=\"true\">&times;<\/span><span class=\"screen-reader-text\">Close definition<\/span><\/button><\/div><\/template><template id=\"term_70_1123\"><div class=\"glossary__definition\" role=\"dialog\" data-id=\"term_70_1123\"><div tabindex=\"-1\"><p>All the activities involved in the physical flow and storage of materials, semifinished goods, and finished goods to customers in a manner that is efficient and cost-effective.<\/p>\n<\/div><button><span aria-hidden=\"true\">&times;<\/span><span class=\"screen-reader-text\">Close definition<\/span><\/button><\/div><\/template><template id=\"term_70_1124\"><div class=\"glossary__definition\" role=\"dialog\" data-id=\"term_70_1124\"><div tabindex=\"-1\"><p>ensuring that goods are where customers want them when they want them.<\/p>\n<\/div><button><span aria-hidden=\"true\">&times;<\/span><span class=\"screen-reader-text\">Close definition<\/span><\/button><\/div><\/template><template id=\"term_70_1125\"><div class=\"glossary__definition\" role=\"dialog\" data-id=\"term_70_1125\"><div tabindex=\"-1\"><p>leaving a website without buying any of the items in the shopping cart.<\/p>\n<\/div><button><span aria-hidden=\"true\">&times;<\/span><span class=\"screen-reader-text\">Close definition<\/span><\/button><\/div><\/template><template id=\"term_70_1126\"><div class=\"glossary__definition\" role=\"dialog\" data-id=\"term_70_1126\"><div tabindex=\"-1\"><p>the means by which firms attempt to inform, persuade, and remind customers\u2014directly or indirectly\u2014about the products and brands they sell.<\/p>\n<\/div><button><span aria-hidden=\"true\">&times;<\/span><span class=\"screen-reader-text\">Close definition<\/span><\/button><\/div><\/template><template id=\"term_70_1127\"><div class=\"glossary__definition\" role=\"dialog\" data-id=\"term_70_1127\"><div tabindex=\"-1\"><p>A more contemporary word for promotion.<\/p>\n<\/div><button><span aria-hidden=\"true\">&times;<\/span><span class=\"screen-reader-text\">Close definition<\/span><\/button><\/div><\/template><template id=\"term_70_1128\"><div class=\"glossary__definition\" role=\"dialog\" data-id=\"term_70_1128\"><div tabindex=\"-1\"><p>The coordination and integration of all marketing communication tools, avenues, and sources within a company into a seamless program designed to maximize the communication impact on consumers, businesses, and other constituencies of an organization,<\/p>\n<\/div><button><span aria-hidden=\"true\">&times;<\/span><span class=\"screen-reader-text\">Close definition<\/span><\/button><\/div><\/template><template id=\"term_70_1129\"><div class=\"glossary__definition\" role=\"dialog\" data-id=\"term_70_1129\"><div tabindex=\"-1\"><p>The value added to a brand by customer perceptions of quality and customer awareness of the brand.<\/p>\n<\/div><button><span aria-hidden=\"true\">&times;<\/span><span class=\"screen-reader-text\">Close definition<\/span><\/button><\/div><\/template><template id=\"term_70_1171\"><div class=\"glossary__definition\" role=\"dialog\" data-id=\"term_70_1171\"><div tabindex=\"-1\"><p>advertising, sales promotion, events and experiences, PR and publicity, direct marketing, interactive marketing, word-of-mouth communication, and personal selling.<\/p>\n<\/div><button><span aria-hidden=\"true\">&times;<\/span><span class=\"screen-reader-text\">Close definition<\/span><\/button><\/div><\/template><template id=\"term_70_1130\"><div class=\"glossary__definition\" role=\"dialog\" data-id=\"term_70_1130\"><div tabindex=\"-1\"><p>any paid form of nonpersonal presentation and promotion of ideas, goods, or services by an identified sponsor.<\/p>\n<\/div><button><span aria-hidden=\"true\">&times;<\/span><span class=\"screen-reader-text\">Close definition<\/span><\/button><\/div><\/template><template id=\"term_70_1161\"><div class=\"glossary__definition\" role=\"dialog\" data-id=\"term_70_1161\"><div tabindex=\"-1\"><p>Radio, television, newspapers, billboards, the Internet, and magazines.<\/p>\n<\/div><button><span aria-hidden=\"true\">&times;<\/span><span class=\"screen-reader-text\">Close definition<\/span><\/button><\/div><\/template><template id=\"term_70_1163\"><div class=\"glossary__definition\" role=\"dialog\" data-id=\"term_70_1163\"><div tabindex=\"-1\"><p>image ads that range in size and technical capability.<\/p>\n<\/div><button><span aria-hidden=\"true\">&times;<\/span><span class=\"screen-reader-text\">Close definition<\/span><\/button><\/div><\/template><template id=\"term_70_1165\"><div class=\"glossary__definition\" role=\"dialog\" data-id=\"term_70_1165\"><div tabindex=\"-1\"><p>ads in newsletters, an ad in another company\u2019s e-mail, e-mailing a list with a dedicated message, or a company advertising to its own customers with its own e-mail list.<\/p>\n<\/div><button><span aria-hidden=\"true\">&times;<\/span><span class=\"screen-reader-text\">Close definition<\/span><\/button><\/div><\/template><template id=\"term_70_1166\"><div class=\"glossary__definition\" role=\"dialog\" data-id=\"term_70_1166\"><div tabindex=\"-1\"><p>placing ads on news, opinion, entertainment, and other sites that the audience frequents.<\/p>\n<\/div><button><span aria-hidden=\"true\">&times;<\/span><span class=\"screen-reader-text\">Close definition<\/span><\/button><\/div><\/template><template id=\"term_70_1167\"><div class=\"glossary__definition\" role=\"dialog\" data-id=\"term_70_1167\"><div tabindex=\"-1\"><p>buying ads directly on popular blogs.<\/p>\n<\/div><button><span aria-hidden=\"true\">&times;<\/span><span class=\"screen-reader-text\">Close definition<\/span><\/button><\/div><\/template><template id=\"term_70_1168\"><div class=\"glossary__definition\" role=\"dialog\" data-id=\"term_70_1168\"><div tabindex=\"-1\"><p>advertising, such as Twitter, Facebook, and LinkedIn.<\/p>\n<\/div><button><span aria-hidden=\"true\">&times;<\/span><span class=\"screen-reader-text\">Close definition<\/span><\/button><\/div><\/template><template id=\"term_70_1169\"><div class=\"glossary__definition\" role=\"dialog\" data-id=\"term_70_1169\"><div tabindex=\"-1\"><p>Company A places an ad for its product on the site of company B.<\/p>\n<\/div><button><span aria-hidden=\"true\">&times;<\/span><span class=\"screen-reader-text\">Close definition<\/span><\/button><\/div><\/template><template id=\"term_70_1131\"><div class=\"glossary__definition\" role=\"dialog\" data-id=\"term_70_1131\"><div tabindex=\"-1\"><p>the variety of short-term incentives to encourage trial or purchase of a product or a service.<\/p>\n<\/div><button><span aria-hidden=\"true\">&times;<\/span><span class=\"screen-reader-text\">Close definition<\/span><\/button><\/div><\/template><template id=\"term_70_1132\"><div class=\"glossary__definition\" role=\"dialog\" data-id=\"term_70_1132\"><div tabindex=\"-1\"><p>seminars or presentations that are delivered online and that are typically an hour in length.<\/p>\n<\/div><button><span aria-hidden=\"true\">&times;<\/span><span class=\"screen-reader-text\">Close definition<\/span><\/button><\/div><\/template><template id=\"term_70_1545\"><div class=\"glossary__definition\" role=\"dialog\" data-id=\"term_70_1545\"><div tabindex=\"-1\"><p>designed to promote a company\u2019s image or its individual products.<\/p>\n<\/div><button><span aria-hidden=\"true\">&times;<\/span><span class=\"screen-reader-text\">Close definition<\/span><\/button><\/div><\/template><template id=\"term_70_1544\"><div class=\"glossary__definition\" role=\"dialog\" data-id=\"term_70_1544\"><div tabindex=\"-1\"><p>An outcome of PR that is produced by the news media and not paid for or sponsored by the business involved.<\/p>\n<\/div><button><span aria-hidden=\"true\">&times;<\/span><span class=\"screen-reader-text\">Close definition<\/span><\/button><\/div><\/template><template id=\"term_70_1138\"><div class=\"glossary__definition\" role=\"dialog\" data-id=\"term_70_1138\"><div tabindex=\"-1\"><p>the process of tracking opinions and comments about a company\u2019s actions and products and reacting to those opinions and comments to protect and enhance the company\u2019s reputation.<\/p>\n<\/div><button><span aria-hidden=\"true\">&times;<\/span><span class=\"screen-reader-text\">Close definition<\/span><\/button><\/div><\/template><template id=\"term_70_1139\"><div class=\"glossary__definition\" role=\"dialog\" data-id=\"term_70_1139\"><div tabindex=\"-1\"><p>the promotion of a product from the producer directly to the consumer or business user without using any type of channel members.<\/p>\n<\/div><button><span aria-hidden=\"true\">&times;<\/span><span class=\"screen-reader-text\">Close definition<\/span><\/button><\/div><\/template><template id=\"term_70_1140\"><div class=\"glossary__definition\" role=\"dialog\" data-id=\"term_70_1140\"><div tabindex=\"-1\"><p>online activities and programs designed to engage customers or prospects and directly or indirectly raise awareness, improve image, or elicit sales of products and services.<\/p>\n<\/div><button><span aria-hidden=\"true\">&times;<\/span><span class=\"screen-reader-text\">Close definition<\/span><\/button><\/div><\/template><template id=\"term_70_1141\"><div class=\"glossary__definition\" role=\"dialog\" data-id=\"term_70_1141\"><div tabindex=\"-1\"><p>a\u00a0web page made up of usually short, frequently updated posts that are arranged chronologically.<\/p>\n<\/div><button><span aria-hidden=\"true\">&times;<\/span><span class=\"screen-reader-text\">Close definition<\/span><\/button><\/div><\/template><template id=\"term_70_1548\"><div class=\"glossary__definition\" role=\"dialog\" data-id=\"term_70_1548\"><div tabindex=\"-1\"><p>websites that feature user-generated content or material created by visitors rather than the website publishers and encourage visitors to read and respond to that material.<\/p>\n<\/div><button><span aria-hidden=\"true\">&times;<\/span><span class=\"screen-reader-text\">Close definition<\/span><\/button><\/div><\/template><template id=\"term_70_1142\"><div class=\"glossary__definition\" role=\"dialog\" data-id=\"term_70_1142\"><div tabindex=\"-1\"><p>the process of communicating with a potential buyer (or buyers) face-to-face with the purpose of selling a product or a service<\/p>\n<\/div><button><span aria-hidden=\"true\">&times;<\/span><span class=\"screen-reader-text\">Close definition<\/span><\/button><\/div><\/template><template id=\"term_70_1143\"><div class=\"glossary__definition\" role=\"dialog\" data-id=\"term_70_1143\"><div tabindex=\"-1\"><p>A high-tech bar code\u00a0to target customers on the go.<\/p>\n<\/div><button><span aria-hidden=\"true\">&times;<\/span><span class=\"screen-reader-text\">Close definition<\/span><\/button><\/div><\/template><template id=\"term_70_1551\"><div class=\"glossary__definition\" role=\"dialog\" data-id=\"term_70_1551\"><div tabindex=\"-1\"><p>securing small amounts of money from multiple contributors online.<\/p>\n<\/div><button><span aria-hidden=\"true\">&times;<\/span><span class=\"screen-reader-text\">Close definition<\/span><\/button><\/div><\/template><\/div>","protected":false},"author":30,"menu_order":1,"template":"","meta":{"pb_show_title":"on","pb_short_title":"Marketing Strategy","pb_subtitle":"Marketing 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