i
Marketing
Communications
ii
THIS PAGE IS INTENTIONALLY LEFT BLANK
iii
FIFTH EDITION
Marketing
Communications
Integrating offline and
online with social media
PR Smith & Ze Zook
iv
Publisher’s note
Every possible effort has been made to ensure that the information contained in this book is
accurate at the time of going to press, and the publishers and authors cannot accept respon
sibility for any errors or omissions, however caused. No responsibility for loss or damage
occasioned to any person acting, or refraining from action, as a result of the material in this
publication can be accepted by the editor, the publisher or any of the authors.
First published by Kogan Page Limited in 1993
Second edition published in 1998
Third edition published in 2002
Fourth edition published in 2004
Fifth edition published in 2011
Apart from any fair dealing for the purposes of research or private study, or criticism or review, as
permitted under the Copyright, Designs and Patents Act 1988, this publication may only be repro
duced, stored or transmitted, in any form or by any means, with the prior permission in writing of the
publishers, or in the case of reprographic reproduction in accordance with the terms and licences
issued by the CLA. Enquiries concerning reproduction outside these terms should be sent to the
publishers at the undermentioned addresses:
120 Pentonville Road
London N1 9JN
United Kingdom
www.koganpage.com
1518 Walnut Street, Suite 1100
Philadelphia PA 19102
USA
4737/23 Ansari Road
Daryaganj
New Delhi 110002
India
© P R Smith 1993, 1998, 2002, 2004, 2011
The right of P R Smith and Z Zook to be identified as the authors of this work has been asserted by
them in accordance with the Copyright, Designs and Patents Act 1988.
ISBN 978 0 7494 6193 5
E-ISBN 978 0 7494 6194 2
British Library Cataloguing-in-Publication Data
A CIP record for this book is available from the British Library.
Library of Congress Cataloging-in-Publication Data
Smith, P. R. (Paul Russell), 1957Marketing communications : integrating offline and online with social media / Paul R Smith, Ze Zook.
– 5th ed.
p. cm.
Includes index.
ISBN 978-0-7494-6193-5 – ISBN 978-0-7494-6194-2 1. Communication in marketing.
I. Zook, Ze. II. Title.
HF5415.123.S65 2011
658.8′02–dc22
2010045798
Typeset by Graphicraft Ltd, Hong Kong
Print production managed by Jellyfish
Printed and bound in Great Britain by Ashford Colour Press
v
Dedicated to the memory of Chris Berry
Chris had the courage of his convictions
and was champion of the underdog.
He was generous in every conceivable way
– the kindest man I ever knew.
A genius in writing, teaching and marketing,
a gentleman and a true friend.
There’ll never again be anyone quite like
Christopher Granville Berry.
Pa u l S m ith
vi
THIS PAGE IS INTENTIONALLY LEFT BLANK
vii
CO N T E N T S
Foreword xii
Acknowledgements xiii
About the authors xv
How to use this book xvi
PA R T O N E Communications Background and Theories
01
New marketing communications
3
The revolution has started 4
Marketing utopia has arrived 10
The ladder of engagement 17
The race is on 22
References and further reading 28
Further information 29
02
Branding 31
Introduction to branding 32
Brand components 37
The branding process 41
Brand summary and the challenges ahead 55
Conclusion 58
References and further reading 58
03
Customer relationship management 61
Introduction to CRM 62
CRM components required 68
CRM creation and maintenance 80
CRM summary and challenges 84
References and further reading 86
Further information 87
04
Customer psychology and buyer behaviour 89
Introduction to understanding customer buying behaviour 90
Models of buyer behaviour 97
The intervening psychological variables 103
Summary and conclusion 112
Appendix 4.1: Hofacker’s online information processing 114
Appendix 4.2: The post-PC customer 115
1
viii
Contents
References and further reading 116
Further information 117
05
Customer communications theory 119
Introduction to communications theory 120
Communications models 123
Future communications models 131
References and further reading 134
Further information 135
06
Marketing communications research 137
Introduction to market research 138
Types of research 141
The market research process 151
In conclusion 158
References and further reading 158
Further information 159
07
Media buying and planning 161
Introduction – the challenge of the media mix 162
Which medium? 168
Which media and which vehicle? 170
Summary 179
References and further reading 179
Further information 180
08
Marketing communications agencies 181
Agency types 182
Agency structure 184
Agency remuneration 187
Agency relationships – selection and retention 189
References and further reading 202
Further information 203
09
International marketing communications 205
The globalization of markets 206
International difficulties 210
International mistakes 214
Strategic global options 215
In conclusion 222
References and further reading 222
Contents
10
The marketing communications plan 225
Outline marketing communications plan: the SOSTAC® planning
system 226
Situation analysis 229
Objectives 233
Strategy 235
Tactics 237
Action 237
Control 240
References and further reading 244
Further information 244
11
The changing communications environment 245
Introduction 246
Politics (regulations and laws) 246
Economics 251
Social change 253
Technology 256
Summary 259
References and further reading 260
Further information 261
PA R T T WO Communications Tools 263
12
Selling, sales management and key account management 265
Introduction 266
Managing the sales force 270
Extending the sales force 273
Advantages and disadvantages 278
Summary 278
References and further reading 279
Further information 279
13
Advertising online and offline 281
Introduction 282
New advertising 283
Managing an advertising campaign 289
Case study 13.1: T-Mobile 300
Case study 13.2: HEA drug education 304
Advantages and disadvantages 308
References and further reading 308
Further information 309
ix
x
Contents
14
Publicity and public relations – online and offline 311
Introduction 312
New and old PR tools 317
Advantages and disadvantages of PR 328
Case study 14.1: Virgin Mobile’s new tariff 334
Case study 14.2: Meet the Stars in a Muzu.TV intimate environment 337
Advantages and disadvantages summary 338
References and further reading 339
Further information 339
15
Sponsorship – online and offline 341
Introduction 342
New and old sponsorship tools 343
Managing a sponsorship programme 345
Advantages and disadvantages of sponsorship 349
Case study 15.1: TSB’s Roy of the Rovers 352
Advantages and disadvantages summary 353
References and further reading 354
Further information 355
16
Sales promotions – online and offline 357
Introduction 358
New sales promotions 361
Managing a sales promotion 364
Case study 16.1: The V&A digital art promotion 370
Case study 16.2: Rap anti-knife campaign 371
Case study 16.3: Muzu.TV film soundtrack promotion 374
Advantages and disadvantages 376
References and further reading 377
Further information 377
17
Direct mail – online and offline 379
Introduction to direct mail (and e-mail) 380
Opt-in e-mail and mobile messaging 383
Managing a direct mail campaign 386
Case study 17.1: Acronis automated marketing campaign 392
Advantages and disadvantages 398
References and further reading 399
Further information 399
18
Exhibitions – online and offline 401
Introduction 402
Managing exhibitions 402
12 reasons for poor performance 410
Contents
Case study 18.1: Sedgwick at RIMS Monte Carlo 410
Advantages and disadvantages 412
References and further reading 413
Further information 413
19
Merchandising and point of sale 415
Introduction 416
Merchandising tools 417
Retail strategies 419
Measuring merchandising effectiveness 421
Case study 19.1: Thomson Tours 422
Advantages and disadvantages 423
References and further reading 424
Further information 424
20
Packaging 425
Introduction 426
The designer’s tools 429
The packaging design process 435
Case study 20.1: Brand range development in India 438
Advantages and disadvantages 441
References and further reading 442
Further information 442
21
Websites and social media 443
Successful websites 444
Case study 21.1: Times Online microsite – Brian Clough, The Damned
United 452
Case study 21.2: American Greetings e-cards – the LiveBall system 454
Successful social media 457
Case study 21.3: Using social media (and UGC movies) to help 11- to
15-year-olds to stop smoking 461
Case study 21.4: Minime – a new social networking app to reduce cancer
from sun bed abuse 464
Advantages and disadvantages 467
Conclusion 468
References and further reading 468
Further information 469
Index 471
xi
xii
F o r ewo r d
M
arketing, and Marketing Communications in
particular, has changed forever. And it has all
happened since the last edition of this book – the
4th edition – written way back in 2005. What’s
changed? Two things essentially: first, Social Media
arrived and changed the communications model,
the budget allocation, workflows and even the definition of media, communications and customer
experience as they morphed together.
Second, marketing standards have slipped backwards as customer service got sloppier; whether due
to arduous automated telephone queuing systems,
sloppy websites or de-motivated staff suffering incessant corporate culls.
The good news is that marketers are now effectively presented with a major opportunity to be
outstanding by just doing the basics right. In fact,
they can become world-class players if they layer
on top some creativity, disciplined processes and
constant improvement.
Marketers have also got the opportunity of
getting back into the boardroom as social media
positions marketing at the centre of the business;
listening to customers, extending the brand ex
perience and reaching out and collaborating with
stakeholders in previously entirely unimaginable
ways, compared with just a few years ago. Social
Media – if fully integrated – draws marketers
into Product Portfolio Planning; New Product
Development; Customer Engagement; Customer
Relationship Management; Lifetime Values.
In fact, social media has created a new Marketing
Utopia – listening and engaging and effectively inviting customers to shape the future of the business
(explored in Chapter 1). This requires new skills,
which have been explored throughout the book.
This 5th edition also has a subtle theme of creativity
integrated throughout. Creativity – with structured
processes and workflows behind it, combined with
Social Media – can deliver significant results. Do
alert us about any examples of creative marketing
that delivers results offline or online at www.
Facebook.com/PRSmithMarketing.
What’s new in this 5th
edition?
Emerging creative marketing talent, Ze Zook, has
co-authored this edition, which incorporates new
chapters on Branding, Relationship Marketing and
of course, Social Media (and websites). In Part 2, the
ten communications tools all have online and social
media integrated with the offline communications
tools. In addition to the complete set of new mini
cases, KAM (Key Account Management) has been
added to the Sales Management chapter, Rational
Emotional dichotomy to the Advertising chapter,
and New Laws/ Regulations and emerging ethics in
the Changing Communications Environment.
There is also a swathe of online support materials
including video clips on www.PRSmith.org.
xiii
A c k now l ed g ements
S
pecial thanks to Jonathon Taylor, co-author on previous editions.
Kristina Allen, ion interactive
Peter ‘Magic’ Johnston, MediaZoo Studios
Warren Allot, Photographer
Nigel Jones, Herdman Jones Associates Ltd
Zaid Al-Zaidy, Saint Digital
Isobel Kerr-Newell, SweeneyVesty
Jeremy Baker
Gary Leyden, Vrising
Riccardo Benzo, Managing Expectations
Chris Lake, Econsultancy
Michael Bland, Author
mailto:
Sarah Botterill, European Interactive Advertising
Association
Mike Langford, BT
Adrian Brady, Eulogy
Jez Lysaght, HD&M Creative
JoAnna Brandi, The Customer Care Coach®
Toby Marsden, Survival International
Alan Briefel, StratCom
Scott Brinker, ion international
Steve Martin, M&C Saatchi Sport &
Entertainment
Ged Carroll, Ruder Finn
Ian Maynard, Northstar Research Partners
Dr Dave Chaffey, Smart Insights
Davy McDonald, davymac.com
Mary Pat Clark, Pew Research Center
Paul McFarland, Goldhawk
Alistair Clay, Plan UK
Gerry McGovern, Gerry McGovern
Amelia Collins, Photographer
Sharon McLaughlin, McLaughlin Gibson
Communications
Keith Curley, Muzu.TV
Jenny Ellery, Saatchi mailto:
& Saatchi
Basil Long, Kroner Consultants
Claire Mitchell, Natural History Museum
Ian Morton, Happy Tuesdays
Annie Fong, Mischief PR
Jorian Murray, DDB London
Stuart Fowkes, Oxfam
Orson Nava, Director/ Content Producer
Rob Gotlieb, Muzu.TV
Julia O’Brien, Moonshine Media
Jonathan Grant, Grenadier Advertising
Brian O’Neill, Freshideas.ie Ltd
Gavin Grimes, McBoom
Paul O’Sullivan, Dublin Institute of Technology
Craig Hannah Econsultancy
Marie Page, Musicademy.com
Dr Hansen, Hansen
Hina Patel, Creating Results From Vision Ltd
Chloe Haynes, Cadbury
Alexandra Phelan, Paddy Power
Neil Hegarty, BMP Optimum
Ben Queenborough, Photographer
John Horsley, Ace-A-metric.com
Suresh Raj, Borkowski
/>
Martin Hutchins, Cambridge Professional
Academy
Charles Randall, SAS Solutions
Mark Read, Photographer
Josh Rex, This Is Open
xiv
Acknowledgements
Kevin Roberts, Saatchi & Saatchi
Rex Sweetman, Muscutt Sweetman
Dennis Sandler, PACE University
Dr Peter Tan, World Financial Group
Heather Sewell, ICE
Jamie Tosh, Kick4change
Adam Sharp, CleverTouch
Jon Twomey, Student Support Group
Joel Simon, Flickerpix Animations Ltd
Neil Verlander, Friends of the Earth
Graeme Slattery, Slattery Communications
Gian Walker, Network Co-op Ltd
Merlin Stone, The Customer Framework
Steve Wellington, Havavision Records
Ze’s particular thanks: I dedicate this work to my
wife, Revital and daughter, Nessa, for their patience
and understanding and to my mother and father for
their acceptance and nourishment of my being.
Paul’s particular thanks to Aran, Cian and Lily and the
ever patient, lovely, Beverley. And lastly, a very special
thanks to Owen Palmer (RIP) who gave me my first
break in UK Academia and never ceased to inspire
and encourage me even long after he had retired.
xv
A bo u t t h e au t h o r s
PR Smith
Paul is a marketing consultant, best-selling business
author and inspirational speaker. Paul has helped
hundreds of businesses to boost their results with
better marketing, including innovative start-ups such
as ‘short game golf’ in China and established blue
chip companies like IBM in the United States. He
integrates social media with all marketing activities.
He manages the social media for a start-up renewable
energy company who have achieved market capitalization of over US $500 million in 18 months. He
also advises UK Trade & Investment and Business
Links. Paul’s books, DVDs and renowned SOSTAC®
Planning system are used in over 60 countries. The
Chartered Institute of Marketing (CIM) describe
Paul’s best-selling Marketing Communications as
a “Marketing Major”. His eMarketing eXcellence
book is CIM’s recommended text. His Great Answers
To Tough Marketing Questions is translated into
seven languages and his Strategic Marketing Com
munications breaks new ground. A Fellow of CIM,
Paul’s own personal passion is his social media
campaign to get sportsmanship back on the agenda
with an inspirational book and blog called www.
GreatMomentsOfSportsmanship.com. Paul enjoys
public speaking, and whether conferences, workshops,
webinars or virtual events, his presentations are engaging, entertaining and carefully structured to embed
immediate improvements. Visit www.PRSmith.org
or www.Facebook.com/PRSmithMarketing.
Ze Zook
Ze Zook is an up and coming integrated market
ing author, lecturer and consultant specializing in
the creative industries. He has worked with ballet,
film and music, working with sponsors such as
Sainsbury’s and The Prince’s Trust. He has also
worked with PR Smith for over 20 years on projects
ranging from an award-winning, innovative, 3
screen PR Training video to the Chartered Institute
of Marketing’s online eLearning programmes developed with PR Smith’s eLearning company to writing and researching innovative marketing projects.
Having started as a video/digital media producer
and photographer, Ze developed a unique creative
perspective on integrated marketing. He helps creative businesses to fulfil both their missions and their
business goals, and he has written on media and
digital marketing for Cambridge Marketing College.
His consultancy, lecturing and writing, harness
creativity in a fast-changing digital age. Visit http://
www.linkedin.com/in/zzook.
xvi
How to Use t h is B oo k
T
his book should not be read from cover to cover
but rather it should be used as a reference when
addressing a particular aspect of marketing communications. The integrated nature of the subject
does, however, refer the reader to other chapters
and sections that are relevant to the particular area
of interest. The anecdotal style, examples, case studies,
questions, key points and sections have been carefully structured so that the reader can dip into an
area of interest, absorb the information and crossrefer if required. This allows the reader to extract
specific answers quickly and easily. This book is
designed to entertain as well as inform and so it is
hoped that when dipping into a particular area, the
reader will be lured into reading more.
Part 1 (see Figure 0.1) introduces new marketing
communications (largely driven by social media),
branding, customer relationship management, buyer
behaviour and communications theory. Part 1 continues to build a background to marketing communications by looking at what information market
research can and cannot provide, how to work with
agencies and consultancies of all types, understanding the media, moving with the changing business
environment, international marketing and ultimately
shows how to write a marketing communications
plan using the simple SOSTAC® Planning System.
Part 2 covers specific marketing communication
tools that marketing professionals have to manage
at some time or other. These include selling and sales
management (and Key Account Management), adver
tising, PR, sponsorship, sales promotion, direct mail,
exhibitions (all online and offline), packaging, and
finally, websites that work and social media that
wins.
The case studies at the end of each chapter in Part 2
have been carefully selected to show a range of different types and sizes of organizations using various
communications tools across a range of different
industries and markets. Materials are drawn from
both small organizations with small budgets and
larger businesses with multi-billion dollar budgets.
This book should prove useful to anyone interested, or working, in marketing.
The reader will discover that all of the communication tools can and should integrate with each
other, as shown in Figure 0.2 and explained at the
end of Chapter 1.
It is therefore sometimes difficult to separate and
categorize an activity as being one type of tool or
another. For example, direct marketing and sales
promotions should probably be called ‘direct promotions’ since they both more than likely involve
each other. The chapters are not listed in order of
importance. Selling and sales management is not
always included in a marketing communications
budget but the sales force is a potent form of communication and generally they (or the sales manager)
report to the marketing manager. In fact it has been
put to the top of the list because all the other chapters
thereafter tend to lead into each other.
The successful application of the marketing communications mix is helped by an understanding of
communication theory and buyer behaviour theory.
Marketing research can provide some practical and
specific answers to the questions that the theories
generate. This provides the building blocks for the
marketing communications plan, which draws upon
an understanding of how agencies operate and how
different media work. The details of the plan are
worked out within the sometimes complex, but
always integrated, web of the marketing commun
ications mix (see Figure 0.2). The changing marketing communications environment and international
opportunities/threats constantly affect the whole
marketing communications mix. The world has
moved on since the 4th edition.
Different organizations allocate the same communication tools to different departments/budgets,
eg exhibitions may be seen to be part of public relations, although the sales team will man the stand
and benefit from extra sales. Sponsorship is con
sidered by some to be an extension of advertising,
while others consider it to be part of PR. And no
one is too sure about whose budget covers the website. Regardless of classifications, ownership and
responsibilities, each tool must integrate with many
others.
How to Use this Book
We are always looking to update the material within
the book and our readers are invited to contact us
with any ideas, suggestions and contributions to the
next edition. As our subject of marketing communications is ever changing, we are keen to keep the
content fresh and lively. Please post your examples
of excellent marketing communications to us at
www.Facebook.com/PRSmithMarketing.
xvii
All lecturers who use this fifth edition can
obtain instructor support materials from
Kogan Page. Visit />resources/books/marketingcommunications
and use the password MC0389.
F i g u re 0.1 Part One: Background to the communications process
Th
gin
han
ec
g commu
nications e
nv i r
onm
en
t
New marketing
communications
mix
CRM
Marketing
communications
plan
Communications
theory
Buyer
behaviour
theory
Market
research
Media
Th
Agencies
International
markets
ng communications en
angi
vir
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n
me
Th
nt
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ronm
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ent
han
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Branding
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communications e
n
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t
How to Use this Book
xviii
M
er
ns
tio
bi
hi
Ex
ch
an
di
s
in
g
Packaging
F i g u re 0.2 Part Two: The marketing communications mix
ial Media
Soc
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Sellin ment
ge
Mana
Spons
orship
The
marketing
communications
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Part One
Communications
Background and
Theories