Generating consumer reviews can be a powerful approach to making services tangible, building trust in the brand, and reducing purchase risk for first-time customers. In this activity, students assess different approaches to generating more consumer reviews and evaluate which ones are likely to be more effective.
Techniques to Generate Consumer Reviews Review the Teaching Activity
Students are presented with multiple sales promotion (non-discount) tools being used by various clothing stores. By considering the array of customers (based on behavioral segments), students evaluate the likely impact of the sales promotions. An excellent activity for students to identify which types of sales promotion tools are effective for different retail settings.
Evaluating the Impact of Sales Promotions Review the Teaching Activity
In this exercise, students go beyond the traditional marketing orientations and explore the emerging eras of experience, digital, relationships, and sustainability and ethics. A helpful activity for students to see where the field of marketing is heading.
Emerging Marketing Eras Review the Teaching Activity
This is NOT a teaching activity. Instead, it is a series of eight in-depth (5-10 mins) videos on Customer Lifetime Value that you can choose from to give students a deeper understanding of these topics.
Video Series on Customer Lifetime Value Review the Teaching Activity
Students consider the value and impact of online reviews (a form of physical evidence) for a hotel with a very unusual market positioning. As independent reviews grow in importance to consumers, budding marketers need to understand their potential impact.
Online Customers Reviews: Implications for the Brand and Consumers Review the Teaching Activity
Students are presented with seven CLV calculations to solve for a supermarket. They start off easy and then get progressively harder. A good exercise to reinforce the dynamics of customer lifetime value and how the calculations work.
Calculating Customer Lifetime Value Exercises Review the Teaching Activity
Servicescape refers to the physical environment in which a service is delivered and includes elements such as the ambiance, layout, and overall atmosphere of the service facility. Students review 10 visual examples of servicescape to identify how they impact consumer behavior.
What is the Role of Servicescape? Review the Teaching Activity
In this mini case study (with a video case summary as well), students will review how an insurance company was able to make intangible services “tangible”.
Making Services Tangible (Video Case Study) Review the Teaching Activity
In this activity students are presented with a managers meeting that is discussing whether or not to implement mystery shopping market research program. There are good arguments for and against. The students need to decide whether they would implement the program.
Should We Use Mystery Shoppers? Review the Teaching Activity
Students are presented with five personal selling scenarios where the salesperson has NOT executed their selling role ideally. The task is to identify what was gone wrong and what could be improved in each scenario.
Analyzing the Salesperson’s Performance Review the Teaching Activity