Archive pour le mot-clef ‘PhD’

The service-profit chain at work

Wednesday 16 March 2011

I recently read a post by Bruce Temkin on his blog who was emphasizing the importance of employees in the customer satisfaction process.
The link between employees satisfaction and customer satisfaction were first made popular by Heskett et al. in 1994 in the Harvard Business Review. I’ve attached the original diagram by Heskett et al. which is a pretty complete view of all the relationships. This being said I’d like to stress here that, although important, transactional relationships also occur (more than often actually) and employees are unfortunately of little help in this context.

The purpose of this post is not to elaborate on the service-profit chain (I prefer to refer to the literature) but rather to shed light on the original and pioneer work by Heskett et al. which, as you can see, has inspired marketeers for about two decades now.

My take:

During my research I came several times across pioneer works which were first published in non-academic journals (I can’t say that HBR is a professional journal). Another example that comes directly to my mind is the paper by Normann and Ramirez (1993) entitled “from value chain to value constellations” which 20 years ago already foresaw today’s era of collaborative work.

From co-production to co-creation

Wednesday 8 December 2010

I gave a presentation yesterday at the Solvay Business School in Brussels which served also as marketing course to MBA students.

The purpose was to present to students a topic of importance within the current marketing research, namely the shift from product marketing to service marketing and how this shift is concerned with customer’s involvement.

This breakthrough in thought took place in 2004 when Vargo and Lusch published their now famous paper “from …”. In my presentation I dealt with one aspect of their paper that they discuss in their Foundational Premise #6: the customer is always a co-producer of value. Vargo and Lusch used the word “co-creation” and I researched the history of co-creation which goes back into the late 1970s.

I wanted to give a practical and not-boring presentation and used a lot of examples. If you’d like to read this presentation it is available online, free-of-charge. You just need to go to www.IntoTheMinds.com and fill in the form to access the extranet. Once the access is granted you’ll be able to visualize all public documents that IntoTheMinds puts at his clients and prospects disposal, among others this presentation.

Next speak at Solvay Business School about Value co-creation

Wednesday 1 December 2010

The course is mandatory for MBA students of  the Solvay Business School but is also opened to everyone. You can register vua Eventbrite : http://www.eventbrite.com/event/1084117625/efblike

Show me the size of your logo and I will tell you who you are

Friday 24 September 2010

The way logo are exposed on luxury goods, and in particular brand prominence, reveals a lot about yourself. This is the conclusion of an astonishing study published in September 2010 in the Journal of Marketing («Signaling Status with Luxury Goods: The Role of Brand Prominence» by Young Jee Han, Joseph C. Nunes, & Xavier Drèze).

The authors carriedout several experiments and first proved that brand prominence on luxury goods was inversely proportional to the price tag. In other words, the more you pay the less prominent is the brand name. It may look like a paradox or seem counterintuitive; actually it is not. It seems that some of the happy fews (the “Haves” as the authors call them) may look for understatement and are willing to stay discreet.

The authors of the study propose also an elegant classification of potential customers (see figure below). The most expensive objects are reserved to the «patricians», a category of consumers which doesn’t want to exhibit its wealth to anyone but which is looking for recognition among its pairs by letting them notice some subtle clues. The value of the objects they are wearing or possessing can indeed be noticed only from those who belong to the same category and are therefore connoisseurs enough.

«Patricians» are opposed to «Parvenus» who want to be noticed from the not-Haves, and from «Poseurs» who don’t have the wealth but well the desire to show off.

In a second experiment, the authors study counterfeits and show that the objects which are copied are mostly those with prominent brand names. This finding confirms the assumption that counterfeits are targeted for «Poseurs» who want to be noticed but don’t have the wealth.

My Take :

Managerial implications are numerous, although the results confirm logical assumptions. The authors stress that one segment can not exist on its own and that a brand should strive at keeping all four segments active (well actually the proletarians can only dream of the products but the fact that a large segment is dreaming about a product may encourage other segments to actually buy the product). This being said there are a few brands which appeal only to one of those four categories. Think about Rolls-Royce for instance. The flying lady, which has been known as the emblem of RR for a century, is indeed small in regards to the price tag. But other elements of the car have developed into more representative emblems. Think about the radiator for instance (which is even imitated by Chrysler on the 300). It has become the signature of Rolls-Royce and you can’t say it’s really discreet.

Sensory marketing

Wednesday 21 July 2010

When I was attending the EMAC one presentation amazed me more than the others; that of Charles Spence, a Professor of psychology at the Oxford university.

I loved the way Charles presented his topic, namely the way our senses influences our perception of products.

One of the examples (which I experienced myself when I was closely advising my client ProDégustation) I found the most striking, was that of the black glass. Pour a white wine in a transparent glass and you will smell lemon, orange, grape fruits, all typical aromas of white wines. Pour the same white wine in a black-tainted non-transparent glass and it will appear dark. You will then smell red and black berries, coffee, … aromas which are typical of red wines. This experiment demonstrates the power of the brain over other senses.

Similar experiments were made with juices the packaging of which was manipulated. Juices in yellow packaging appeared more “acid” than the very same juice in another packaging.

Charles kindly authorized me to reproduce his slides on my blog. Thank you for this.

View more presentations from pnschwab.

Experiential sensory marketing at IKEA

Monday 12 July 2010

One of the amazing researches presented this year at EMAC was authored by Bertil Hulten (University of Linneaus, Sweden). This research, entitled « The Influence of Smell and Vision upon Touch » was carried out at IKEA in Sweden and aimed at studying the behaviour of consumers (especially their purchase patterns) when their senses were triggered.

Bertil started explaining the difficulties he faced when trying to convince IKEA to accept the idea of this experiment. The Swedish retailer was indeed opposed to any kind of scenery around its products. According to the IKEA philosophy the products must be functional an this is the only characteristic and this is the only feature that deserved to be brought forward. Bertil had to fight to impose the changes required by his experiment: vanilla-smell candles, taking glasses out of their boxes and exhibiting them on a mate and the worst of all, shutting off some lights to create a cosy atmosphere.

The experiment was carried out in the “glasses” department and the main research hypothesis was that consumers who touch the glasses will exhibit a higher probability t purchase those very glasses.

The experiment was carried out on a 2-week period of time and an increase of 30% to 60% in sales was achieved. Several research hypotheses were confirmed:

-         the longer the clients stay in the store the higher the probability that they purchase

-         the longer the consumers stay in the store the higher the probability that they touch the glasses

-         those customers who touch the longer the glasses are those who purchase them the most

My take:

Don’t forget this post the next time you visit “Nature & Decouvertes”. This French retailer of natural products is kind of a champion in sensory marketing. The store smells great (and actually you do need to be in the store to enjoy the smell because you enjoy the flavours in the street already), a gentle relaxing music welcomes you hen you enter the store, the lights are dimmed.

I was amazed to hear the tremendous results that Bertil obtained and I feel I need to try this too in y consulting work.

EMAC2010 : a brief summary

Monday 14 June 2010

After 3 intense days of conferences and passionate discussions here’s my summary (some aspects of which will be discussed later in separate posts).

Some topics emerged and can be considered trendy; co-creation is one of them but the marketing community doesn’t agree yet on its very definition. I was wondering myself about what it really meant and after 10 presentations on the topic I slowly see the light at the end of the tunnel. It will be maybe a promising topic to present at EMAC2011 (in Ljubljana, Slovenia).

I was also surprised by the absence of practitioners. I attended the EMAC in my quality of PhD student (primarily) but also as a consultant and I must admit that the ideas discussed, the novelty of the research topics presented, are wonderful sources of inspiration for me. Some research were certainly conceptual but others could be applied immediately and it reinforced my belief that marketing research and business should not be opposed. They are complementary.