BUS 311 Chapter 14

Principles of Marketing
Nineteenth Edition, Global Edition
Chapter 14
Engaging Consumers and
Communicating Customer Value:
Integrated Marketing
Communications Strategy
Copyright © 2024 Pearson Education Ltd. All Rights Reserved.

Learning Objectives
14.1 Define the four promotion mix tools for communicating
customer value.
14.2 Discuss the changing communications landscape and
the need for integrated marketing communications.
14.3 Outline the communication process and the steps in
developing effective marketing communications.
14.4 Explain the methods for setting the promotion budget
and factors that affect the design of the promotion mix.
Copyright © 2024 Pearson Education Ltd. All Rights Reserved.

The Promotional Mix
The promotion mix is the specific blend of promotion tools that the company
uses to persuasively communicate customer value and build customer
relationships.
The Promotional Mix
Advertising is any paid form of nonpersonal presentation and promotion
of ideas, goods, or services by an identified sponsor.
• Broadcast
• Print
• Online
• Mobile
• Outdoor
The Promotional Mix
Sales promotion is a short-term incentive to encourage the
purchase or sale of a product or service.
• Discounts
• Coupons
• Displays
• Demonstrations
The Promotional Mix
Personal selling is the personal interaction by the firm’s sales force
for the purpose of engaging customers, making sales, and building
customer relationships.
The Promotional Mix
Public relations involves building good relations with the company’s
various publics by obtaining favorable publicity, building up a good
corporate image, and handling or heading off unfavorable rumors,
stories, and events.
The Promotional Mix
Direct and digital marketing involves engaging directly with carefully

targeted individual consumers and customer communities to both obtain
an immediate response and build lasting customer relationships.
Integrated Marketing Communications
The New Marketing Communications Model
• Consumers are changing.
• Marketing strategies are changing.
• Advances in digital technology
Many large advertisers are moving

toward a “digital-first” approach to
build their brands. Marketing
powerhouse Unilever now spends as
much as 45 percent of its huge global
marketing budget on digital media,
making it a leader in the digital
advertising revolution.
Content marketing: creating, inspiring, and sharing brand messages and
conversations with and among consumers across a fluid mix of paid, owned,
earned, and shared channels.
The Need For Integrated Marketing Communications

Integrated marketing communications (IMC) involves carefully integrating
and coordinating the company’s many communications channels to deliver a
clear, consistent, and compelling message about the organization and its
products.
A View of the Communication Process
Steps in Developing Effective Marketing Communication
Identify the target audience
Determine the communication

objectives
Design the message
Choose the media to send the

message
Select message source and

collect feedback
Identifying the Target Audience
What will How it will

be said be said
When it Where it
will be said will be said
Who will
say it
Steps in Developing Effective
Marketing Communication (3 of 10)
Determining the Communication Objectives
Five As
• Awareness
• Appeal
• Ask
• Act
• Advocacy
Steps In Developing Effective Marketing Communication
Designing a Message
AIDA Model
• Get Attention
• Hold Interest
• Arouse Desire
• Obtain Action
Message Content – “What to Say”
Rational appeal relates to the audience’s self-interest.

Emotional appeal is an attempt to stir up positive or negative emotions to
motivate a purchase.
Moral appeal is directed to an audience’s sense of what is right and proper.
Designing a Message
Message content is “what to say.”
Message structure and format is “how to
say it.”
Choosing Communication Channels and Media
Personal communication involves two or more people communicating directly

with each other.
• Face to face
• Phone
• Mail or e-mail
• Texting or Internet chat
Opinion leaders are people whose opinions are sought by others.
Buzz marketing involves cultivating opinion leaders and getting them to
spread information about a product or service to others in their communities.

Nonpersonal communication channels are media that carry messages
without personal contact or feedback, including major media, atmospheres,
and events.
Selecting the Message Source
The message’s impact depends on how the target audience views
the communicator.
• Celebrities
 Athletes
 Entertainers
• Professionals
 Health care providers
Collecting Feedback
Collecting feedback involves the communicator understanding the effect
on the target audience by measuring behavior resulting from the content.
Setting the Total Promotion Budget and Mix
Setting the Promotional Budget
• The affordable method sets the promotion budget at the level
management thinks the company can afford.
• The percentage-of-sales method sets the promotion budget at a
certain percentage of current or forecasted sales or as a percentage
of the unit sales price.
Setting the Total Promotion Budget and Mix
Setting the Promotional Budget
• The competitive-parity method sets the promotion budget to match
competitors’ outlays.
• The objective-and-task method develops the promotion budget by
specific promotion objectives and the costs of tasks needed to achieve
these objectives.
Shaping the Overall Promotional Mix
The concept of integrated marketing communications suggests that the
company must blend the promotion tools carefully into a coordinated
promotion mix.
The Nature of Each Promotional Tool
Advertising can reach masses of geographically dispersed buyers at a low
cost per exposure, and it enables the seller to repeat a message many times.
Personal selling is the most effective method at certain stages of the buying
process, particularly in building buyers’ preferences, convictions, actions, and
developing customer relationships.
The Nature of Each Promotional Tool
Sales promotion includes coupons, contests, cents-off deals, and premiums
that attract consumer attention and offer strong incentives to purchase.
Public relations is a very believable form of promotion that includes news
stories, features, sponsorships, and events.
Direct and digital marketing is an immediate, customized, and interactive
promotional tool that includes direct mail, catalogs, telephone marketing,
online, mobile, and social media.
Integrating The Promotional Mix
The company must take steps to see that each promotion mix element is
smoothly integrated.
The various promotion elements should work together to carry the firm’s
unique brand messages and selling points.
Socially Responsible Marketing
Communication
Advertising and Sales Promotion
• Communicate openly and honestly with
consumers and resellers
• Avoid deceptive or false advertising
• Avoid bait-and-switch advertising
• Conform to all federal, state,
• and local regulations
Dove’s classic Campaign for Real Beauty

helped to redefine beauty and make
women feel beautiful every day. The
brand’s now-15-year-old, well-funded
Dove Self-Esteem Project has raised
awareness that self-esteem is a real issue
for young girls and is educating young
people around the word in body
confidence and self-esteem. Retro AdArchives/Alamy Stock Photo
Digital Technology has transformed how companies and customers

communicate.
• Communication tools and platforms
• smartphones
• Io T devices
• brand websites
• social media
• email
• mobile web
• streamed content
• online communities
• metaverse.
• Targeted, social, and engaging marketing communication models.
Understanding Digital Marketing
Digital marketing
The use of technology-intensive platforms such as the
internet, mobile networks and devices, and social media to
engage directly with carefully targeted individual consumers,
consumer communities, and businesses.
Benefits of Digital Marketing Digital real-time marketing:

to Buyers and Sellers Fast-food marketer Wendy’s is
• Convenience known for its skillful use of
social media to spark an
• Buyers benefit from ongoing real-time dialogue with
increased the brand’s fans.
• price competition
• Brand engagement and
community
• Interactive and immediate
Deutschlandreform/Shutterstock; Gary Armstrong

Benefits of Digital Marketing—Sellers

• Tool to build customer relationships
• Low-cost, efficient, fast alternative to reach markets
• Flexible
• Access to buyers not reachable through other channels
• Opportunities for real-time marketing
• Linking brands to important moments and trending events

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Principles of Marketing

Nineteenth Edition, Global Edition

Copyright © 2024 Pearson Education Ltd. All Rights Reserved.

Copyright © 2024 Pearson Education Ltd. All Rights Reserved.

Direct and digital marketing involves engaging directly with carefully

Many large advertisers are moving

The Need For Integrated Marketing Communications

Identify the target audience

Determine the communication

Design the message

Choose the media to send the

Select message source and

What will How it will

Rational appeal relates to the audience’s self-interest.

Personal communication involves two or more people communicating directly

Choosing Communication Channels and Media

Dove’s classic Campaign for Real Beauty

Digital Technology has transformed how companies and customers

Benefits of Digital Marketing Digital real-time marketing:

Deutschlandreform/Shutterstock; Gary Armstrong

Benefits of Digital Marketing—Sellers

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