Some companies pay too little attention to their distribution channels; others, however, have used imaginative distribution systems to gain a competitive advantage. A company’s channel decisions directly affect every other marketing decision. Management must make channel decisions carefully, incorporating today’s needs with tomorrow’s likely selling environment.
In creating customer engagement and value, a company can’t go it alone. It must work within an entire network of partners—a value delivery network—to accomplish this task. Individual companies and brands don’t compete; their entire value delivery networks do.
Most producers use intermediaries to bring their products to market. They forge a marketing channel (or distribution channel)—a set of interdependent organizations involved in the process of making a product or service available for use or consumption by the consumer or business user. Through their contacts, experience, specialization, and scale of operation, intermediaries usually offer the firm more than it can achieve on its own.
Marketing channels perform many key functions. Some help complete transactions by gathering and distributing information needed for planning and aiding exchange, developing and spreading persuasive communications about an offer, performing contact work (finding and communicating with prospective buyers), matching (shaping and fitting the offer to the buyer’s needs), and entering into negotiation to reach an agreement on price and other terms of the offer so that ownership can be transferred. Other functions help to fulfill the completed transactions by offering physical distribution (transporting and storing goods), financing (acquiring and using funds to cover the costs of the channel work), and risk taking (assuming the risks of carrying out the channel work.
The channel will be most effective when each member assumes the tasks it can do best. Ideally, because the success of individual channel members depends on overall channel success, all channel firms should work together smoothly. They should understand and accept their roles, coordinate their goals and activities, and cooperate to attain overall channel goals. By cooperating, they can more effectively sense, serve, and satisfy the target market.
In a large company, the formal organization structure assigns roles and provides needed leadership. But in a distribution channel composed of independent firms, leadership and power are not formally set. Traditionally, distribution channels have lacked the leadership needed to assign roles and manage conflict. In recent years, however, new types of channel organizations have appeared that provide stronger leadership and improved performance.
Channel alternatives vary from direct selling to using one, two, three, or more intermediary channel levels. Marketing channels face continuous and sometimes dramatic change. Three of the most important trends are the growth of vertical, horizontal, and multichannel marketing systems. These trends affect channel cooperation, conflict, and competition.
Channel design begins with assessing customer channel service needs and company channel objectives and constraints. The company then identifies the major channel alternatives in terms of the types of intermediaries, the number of intermediaries, and the channel responsibilities of each. Each channel alternative must be evaluated according to economic, control, and adaptive criteria. Channel management calls for selecting qualified intermediaries and motivating them. Individual channel members must be evaluated regularly.
Producers vary in their ability to attract qualified marketing intermediaries. Some producers have no trouble signing up channel members, whereas others have to work hard to line up enough qualified intermediaries. When selecting intermediaries, the company should evaluate each channel member’s qualifications and select those that best fit its channel objectives.
Once selected, channel members must be continuously motivated to do their best. The company must sell not only through the intermediaries but also with them. It should forge strong partnerships with channel members to create a marketing system that meets the needs of both the manufacturer and the partners.
Marketing logistics (or physical distribution) is an area of potentially high cost savings and improved customer satisfaction. Marketing logistics addresses not only outbound logistics but also inbound logistics and reverse logistics. That is, it involves the entire supply chain management—managing value-added flows between suppliers, the company, resellers, and final users. No logistics system can both maximize customer service and minimize distribution costs. Instead, the goal of logistics management is to provide a targeted level of service at the least cost. The major logistics functions are warehousing, inventory management, transportation, and logistics information management.
The integrated supply chain management concept recognizes that improved logistics requires teamwork in the form of close working relationships across functional areas inside the company and across various organizations in the supply chain. Companies can achieve logistics harmony among functions by creating cross-functional logistics teams, integrative supply manager positions, and senior-level logistics executive positions with cross-functional authority. Channel partnerships can take the form of cross-company teams, shared projects, and information-sharing systems. Today, some companies are outsourcing their logistics functions to third-party logistics (3PL) providers to save costs, increase efficiency, and gain faster and more effective access to global markets.
Channel conflict (p 338)
Corporate VMS (p 339)
Contractual VMS (p 340)
Administered VMS (p 340)
Disintermediation (p 342)
Go to mymktlab.com to complete the problems marked with this icon .
12-1 Compare and contrast upstream and downstream partners in a company’s supply chain. Explain why value delivery network might be a better term to use than supply chain. (AACSB: Communication)
12-2 Discuss direct marketing channels and indirect marketing channels. Provide examples of each type of marketing channel. (AACSB: Communication; Reflective Thinking)
12-3 What channel design decisions do manufacturers face for maximum effectiveness?
12-4 Name and describe the three strategies available when determining the number of marketing intermediaries. (AACSB: Communication; Reflective Thinking)
12-5 List and briefly describe the major logistics functions. Provide an example of a decision a logistics manager would make for each major function. (AACSB: Communication; Reflective Thinking)
12-6 Form a small group and research the distribution challenges faced by companies expanding into emerging international markets such as China, Africa, and India. Develop a multimedia presentation on how one company overcame these challenges. (AACSB: Communication; Reflective Thinking; Use of IT)
12-7 The term last mile is often used in the telecommunications industry. Research what is going on in this industry and how the last mile has evolved in recent years, and then predict where it is heading in the future. What companies are major players in the last mile, and how does the concept of net neutrality fit in? (AACSB: Communication; Reflective Thinking)
12-8 Multimodal transportation is a crucial component of the logistics industry. Search the internet to find the largest multimodal facilities in the United States. Review the key features offered at these terminals and report your findings on their similarities and differences. (AACSB: Communication; Use of IT; Reflective Thinking)
According to Fabletics company website, www.fabletics.com, “JustFab Inc. co-CEOs, Don Ressler and Adam Goldenberg, launched Fabletics with Kate Hudson after they saw a gap in the activewear marketplace. There were plenty of luxury brands, but none that offered stylish and high-quality gear at an accessible price point. These three unstoppable innovators joined forces to create the Fabletics brand in 2013.” Fabletics, a division of JustFab, offers affordable, high-quality, and stylish workout clothes including yoga pants, leggings, joggers, tops, tees, and more for women and men at every fitness level. After being in business just a few short years, the company ranked number 98 in the Internet Retailer 2015 Top 500 Guide with revenues of $150 million. Although initially internet-based, Fabletics moved into brick-and-mortar retailing in 2015. It plans to open 75 to 100 stores by 2020. (AACSB: Communication; Reflective Thinking; Use of IT)
12-9 Conduct your own research to learn more about Fabletics. Discuss how Fabletics is meeting customer needs through its value delivery network. What controversy surrounds the company?
12-10 What type of marketing channel is Fabletics using? What is its distribution strategy? Does opening brick-and-mortar stores make sense for Fabletics? Explain.
Large trucks are an important piece of the logistics chain. However, there were 333,000 large truck crashes in 2012, resulting in almost 3,800 fatalities, the majority being drivers or passengers of other vehicles, not the truck driver. One accident in 2014 caused a public uproar when a Walmart truck driver fell asleep at the wheel after being awake for 24 hours and crashed into another car, killing one person and critically injuring others, including a well-known comedian. The U.S. Department of Transportation’s Federal Motor Carrier Safety Administration enacted tougher hours-of-service rules that went into effect in July 2013. However, the new rules have caused considerable controversy and have caused hardships for truck drivers. As one driver put it, “If the wheels aren’t turning, you’re not earning.” One report claimed that the trucking industry would lose $1 billion in lost productivity as a result of these rules. But another analysis concluded that the industry would realize almost $500 million in benefits from reduced driver mortality.
12-11 Research the DOT’s trucker hours-of-service rules and write a brief report outlining the rules. What is the current status of the 2013 rules? (AACSB: Communication; Reflective Thinking)
12-12 Is it ethical that the trucking industry wants the hours-of-service rules repealed? Why or why not? (AACSB: Communication; Reflective Thinking; Ethical Reasoning)
Tyson Foods is the largest U.S. beef and chicken supplier, processing more than 100,000 head of cattle and 40-plus million chickens weekly. Primary distribution channels are supermarket meat departments. However, the company is now expanding distribution into convenience stores. There are almost 150,000 gas stations and convenience stores where the company would like to sell hot buffalo chicken bites near the checkout. This is a promising channel, as sales are growing considerably at these retail outlets and profit margins on prepared foods are higher than selling raw meat to grocery stores. Tyson will have to hire 10 more sales representatives at a salary of $45,000 each to expand into this distribution channel because many of these types of stores are independently owned. Each convenience store is expected to generate an average of $50,000 in revenue for Tyson. Refer to Appendix 2: Marketing by the Numbers to answer the following questions.
12-13 If Tyson’s contribution margin is 30 percent on this product, what increase in sales will it need to break even on the increase in fixed costs to hire the new sales reps? (AACSB: Communication; Analytical Reasoning)
12-14 How many new retail accounts must the company acquire to break even on this tactic? What average number of accounts must each new rep acquire? (AACSB: Communication; Analytical Reasoning)
Progressive has attained top-tier status in the insurance industry by focusing on innovation. Progressive was the first company to offer drive-in claims service, installment payment of premiums, and 24/7 customer service. But perhaps Progressive’s most innovative moves involve its channels of distribution. Whereas most insurance companies distribute via intermediary agents or direct-to-consumer methods, Progressive was one of the first to see value in doing both. In the late 1980s, it augmented its agency distribution with a direct 800-number channel.
Two decades ago, Progressive moved into the digital future by becoming the first major insurer to launch a website. Soon after, it allowed customers to buy auto insurance policies online in real time. Today, customers can use Progressive’s website to do everything from managing their own account information to reporting claims directly. Progressive even offers one-stop concierge claim service.
After viewing the Progressive video segment, answer the following questions about marketing channels.
12-15 Apply the concept of the supply chain to Progressive.
12-16 Using the model of consumer and business channels found in the chapter, sketch out as many channels for Progressive as you can. How does each of these channels meet distinct customer needs?
12-17 Discuss the various ways that Progressive has had an impact on the insurance industry.
After leaving his office in Manhattan, Tag stopped at a nearby Panera to grab a Frontega Chicken Panini and Green Passion Power Smoothie as a quick dinner on his way to see some friends in Soho. Upon ordering, he held his Apple Watch to the contactless reader near the register, gently pressed his finger to the TouchID fingerprint sensor on the small screen, and let Apple Pay do the rest.
Wanting to get across town as soon as possible, Tag used his Uber app to summon an UberX car. During the car ride, he remembered that he needed a couple of new dress shirts. With a few quick clicks on his watch, he selected the shirts through his Macy’s app. With a simple tap, he used Apple Pay to seamlessly complete the transaction. As he neared his destination, Tag added a tip to the bill for the ride through the Uber app, which he’d already configured to use Apple Pay as the default. With one simple press of his finger to TouchID on his watch, he exited the cab.
Three purchases—offline, online, and, well, sort of in between—no wallet required. No traditional wallet, that is. This new reality—one that many early adopters are already living—is rapidly expanding toward what some experts predict will become the future for everyone. Folks like Tag don’t even carry traditional wallets anymore, only their mobile devices and perhaps an ID and a backup credit card for retailers that don’t accept mobile payments—yet. After years of predictions that mobile payments would replace cash and credit cards, there are finally signs that it might actually be happening. And Apple is leading the way.
The ability to pay for transactions with a mobile device is hardly new. In fact, the first technology for mobile payments was invented by Sony way back in 1989. It was first put into use in Hong Kong’s subway system in 1997 and began taking root in Japan in 2001. The tech-savvy Japanese warmed to the idea quickly, and mobile wallet apps were being used on mobile phones throughout Japan by 2004. Ever since, more than 245 million Japanese mobile phones have been equipped with the capability to make mobile payments, and Japanese consumers use mobile payments for everything from transportation to food and household purchases.
So it seems odd that a similar system has not taken root in the United States, although it has not been for lack of trying. Companies have been experimenting with different approaches for years. PayPal was the first to take advantage of the smartphone revolution by creating a payment app that gave just about every smartphone the potential for mobile payments. About a year later, Google entered the mobile payment game with the launch of Google Wallet. In the past six years, numerous other companies—from small start-ups to retailing giants—have tried to gain market acceptance in mobile payments. They include the likes of Samsung, Square, and CurrentC—a failed mobile wallet app backed by Walmart and a consortium of U.S. retailers in hopes of cutting credit card companies and their fees out of the buying loop.
But none of these players—individually or together—has made much of a dent in replacing traditional credit cards and cash as a form of payment in the multitrillion-dollar U.S. retail market. Although the mobile payments concept may seem like a no-brainer for convenience-loving American consumers, numerous barriers on both the buyer and seller sides have kept the concept from gaining momentum. Late to the game with Apple Pay, Apple is clearly a market follower. But it’s a feat that the innovative company has performed to perfection time and again—take a new technology, make it better than any of the initial offerings, then watch the market explode as the Apple version becomes the runaway market leader.
As with every new technology that involves paying for things, consumers have concerns about the security of mobile payments. PayPal, Google, and the others took significant measures to design secure systems. However, most consumers just weren’t comfortable with the idea that their phone might be used as a portal to their credit cards and bank accounts if it fell into the wrong hands. Never mind that the same could be said of a wallet or handbag, “devices” that are far less secure.
Recognizing consumer reluctance to place digital versions of their financial devices in one app, Apple took security to a higher level. Requiring a fingerprint makes the process much more secure than the more common safeguard of entering a passcode. And if a mobile device is ever lost or stolen, the owner can use its Find My iPhone feature to immediately lock down Apple Pay or even wipe the device completely clean.
Additionally, every compatible Apple device is assigned a unique device account number. This is encrypted and securely stored in a dedicated security chip on the device. It and a transaction-specific security code are the only numbers that Apple transmits to merchants. In fact, the merchant doesn’t even need to know the customer’s name. Credit and debit card numbers are stored only on the local device, not on Apple servers. This makes Apple Pay even more secure and more private than paying by credit card.
Beyond consumer security concerns, previous adoption of mobile payment apps has been slowed by perceptions of a clunky user experience. If convenience is the biggest draw for consumers, then anything more arduous than the already-convenient swipe of a credit card simply won’t cut it. Setting up any of the existing mobile payment apps takes time and effort. Using such apps at the point of purchase is far from seamless, especially if the technology isn’t working quite right. “I don’t want to be that guy holding up the line while we fumble around to get it all to work,” says one business columnist, “just like I don’t want to be the guy who holds up the line boarding an airplane because his mobile boarding pass can’t be read.” Mobile apps that hit the market prior to Apple Pay required entering a passcode and—in some cases—hitting multiple buttons. That took longer than the traditional swipe of the card, even if everything worked as intended.
With Apple Pay, users still need to configure the app. But Apple entered the digital wallet business with 800 million credit cards already on file within its existing iTunes store. Not only can this facilitate a setup that is already streamlined compared with existing apps, it’s a sign that iTunes users may be more comfortable with using the app given that they have already given their credit card information to Apple. And with the TouchID sensor, Apple has the transaction down to a one-touch process. That’s quicker than swiping a card and going through the typical menu, not to mention quicker than inputting a passcode.
For mobile payments to penetrate the market, consumer acceptance is necessary. But companies face a twofold challenge in making such a technology successful. Consumers won’t adopt it if retailers don’t accept it, and retailers won’t invest the resources necessary to accept it unless there is sufficient consumer demand. And the lack of consumer demand is the biggest factor that has kept retailers from jumping onto the mobile payments bandwagon. As a result, having too few retailers accept mobile payments was a barrier to convincing people to leave their credit cards at home.
But thanks to Apple that situation is changing rapidly. It may be because of Apple’s clout or because of its massive and loyal user base. But in less than a year, Apple signed up far more retailers than all the previous mobile payment providers combined. Today, more than 2.5 million contactless-enabled terminals in the United States accept Apple Pay, a level that demonstrates the type of momentum that will keep Apple on a growth trajectory. “You need so many points of acceptance to make mobile payments work,” says a mobile payments analyst for Forrester Research. “Apple has made that happen, striking partnerships with top national brands across a variety of categories that will give consumers plenty of opportunity to use the service.” Apple has also signed up enough credit card–issuing banks and credit unions to cover the vast majority of charge volume.
Given the tremendous potential for this market, the competition has been very active. Google has pulled back on Google Wallet, even as it has released a more user-friendly and more widely accepted Android Pay. PayPal has the advantage of its massive online payments network as well as the first-mover advantage. Samsung intends for Samsung Pay to be a fluid component for its foray into the Internet of Things. Banks such as Capital One, JPMorgan Chase, and Wells Fargo are intent on keeping payment transactions in the banking business with apps of their own. And numerous startups are pushing digital wallet apps, including Coin, eWallet, Gyft, KeyRing, and LevelUp. What’s more, most of these digital wallets utilize the contactless-reader technologies that are already part of existing point-of-sale terminals, eliminating retailer acceptance as a barrier to entry.
In addition to the competition, Apple still faces other challenges. For starters, while Apple’s market penetration far exceeds that of the competition and continues to grow by a million new users each week, the mobile payments leader has a long way to go before reaching critical mass as digital wallets are still being used for only a sliver of all retail transactions. Additionally, the complexity of the payments industry has required Apple and other companies to focus on developing one system. And with everything from smartwatches to refrigerators now featuring payment capabilities, changes in consumer payment behaviors are inevitable. In an environment as volatile as this one, an alternative technology could certainly upset the apple cart.
Still, Apple remains confident. With in-browser and peer-to-peer payments on the horizon, there is more potential than ever to boost transactions. And don’t count out an Apple Pay app for Android devices. In short, experts predict that this year will be a watershed one for the payments industry. Although there are still plenty of doubters that mobile payments will replace plastic as the go-to method for purchasing goods and services, there are also plenty of believers. And although Apple is clearly ahead at this point, its success also bodes well for the competition. As the concept catches on and technologies become more compatible, demand among non-Apple users will increase as well.
12-18 As completely as possible, sketch the value delivery network for Apple Pay.
12-19 With respect to Apple Pay, is Apple a producer, a consumer, or an intermediary? Explain.
12-20 Identify all the reasons why Apple’s partnerships are essential to the success of Apple Pay.
12-21 With respect to marketing channels, what are some threats to Apple Pay’s future?
Sources: Andrew Meola, “Apple Pay Is Showing Promising Growth,” Business Insider, April 28, 2016, www.businessinsider.com/apple-pay-is-showing-promising-growth-2016-4; Jason Del Rey, “Apple Pay Coming to Mobile Websites before Holiday Shopping Season,” Recode, March 23, 2016, www.recode.net/2016/3/23/11587214/apple-pay-coming-to-mobile-websites-before-holiday-shopping-season; Robert Hof, “Apple Pay Starts to Take Off, Leaving Competition in the Dust,” Forbes, January 27, 2015, www.forbes.com/sites/roberthof/2015/01/27/apple-pay-starts-to-take-off-leaving-competition-in-the-dust/; Robert Hof, “Apple Pay Momentum Keeps Growing Despite Challenges in Stores,” Forbes, April 27, 2015, www.forbes.com/sites/roberthof/2015/04/27/apple-pay-momentum-keeps-growing-despite-challenges-in-stores/; and information from www.apple.com/apple-pay/, accessed June 2016.
Go to mymktlab.com for Auto-graded writing questions as well as the following Assisted-graded writing questions:
12-22 Describe multichannel distribution systems and the advantages and disadvantages of using them.
12-23 Why does channel conflict occur? Name and describe the various types of channel conflict.
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