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These interactions include presentation of the store, point of sale, displays and assistance from a sales person. These touchpoints and interactions influence the consumer's purchasing decision and help the consumer feel confident about the product they are purchasing, maximizing the value of the product.
The marketing plan also helps layout the necessary budget and resources needed to achieve the goals stated in the marketing plan. It is able to show what the company is intended to accomplish within the budget and also makes it possible for company executives to assess potential return on the investment of marketing dollars.
Zeithaml, Bitner and Gremler (2006) also recommended adding bottlenecks and fail points to the map. A bottleneck is a point in the system at which consumers waiting time is likely to exceed average or minimum tolerable expectations. A fail point is any point within the encounter that has potential to affect customer satisfaction or quality. [9]
The "marketing mix" (also known as the four Ps) is a foundation concept in marketing and has defined the so-called managerial approach since the 1960s. The marketing mix or marketing program is understood to refer to the "set of marketing tools that the firm uses to pursue its marketing objectives in the target market". [40]
Moment of truth (MOT) in marketing, is the moment when a customer/user interacts with a brand, product or service to form or change an impression about that particular brand, product or service. In 2005, A. G. Lafley , Chairman, President & CEO of Procter & Gamble coined two "Moments of Truth". [ 1 ]
Marketing begins with understanding the internal dynamics of these developments and the behaviour and engagement of consumers online. Consumer-generated media plays a significant role in the understanding and modeling of engagement. [17] The control Web 2.0 consumers have gained is quantified through 'old school' marketing performance metrics. [18]
Sales promotion uses both media and non-media marketing communications for a predetermined, limited time to increase consumer demand, stimulate market demand or improve product availability. Examples include contests, coupons, freebies, loss leaders, point of purchase displays, premiums, prizes, product samples, and rebates.
Marketing activation can be enriched with the use of online tools. The advent of online video has opened up many opportunities for marketers who use it to engage customers in more compelling ways with new forms of advertising. YouTube, for example, "has given marketers a platform for celebrating and amplifying nearly every marketing activation ...