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- All Subjects: Marketing
- Creators: Ostrom, Amy
Description
Scottsdale Ranch Animal Hospital (SRAH) is a well-established veterinary clinic co-owned by Dr. John Nick and Dr. Richard Stolper that is located in Scottsdale, Arizona. The hospital’s mission is to provide, “the highest quality medical, surgical, educational, boarding and grooming services available. We strive for the highest level of integrity and compassion in our interaction with our patients and their human pets” (“Welcome to Scottsdale Ranch Animal Hospital”).
The purpose of this report is to analyze the current market position of Scottsdale Ranch Animal Hospital, and make appropriate marketing recommendations and strategies for implementation. Managerial goals include increasing customer retention and growing its customer base in order to generate new revenue.
The analysis conducted includes reviewing the external environment, internal environment, and market opportunities. Notable industry and environmental trends include: laws regarding bans on the sale of commercially bred pets, an overall increase in national pet spending, declining feline veterinary visits over the last few years, a cultural trend emphasizing spending on luxury pet goods and services, and a significant level of local competition that has similar service offerings.
Notable internal strengths include: the prime geographical location of SRAH in a pet-friendly and wealthy community, multiple service offerings available, the quality of veterinary staff, a loyal clientele, and a “blank slate” in terms of marketing. However, internal weaknesses include: outdated equipment and technology, a lack of marketing efforts and a weak online presence, poor management, human resource issues and little employee accountability, and poor financial conditions as a result of high levels of debt between the practice and building.
Partway through this project, SRAH decided to sell its practice to PetVet Care Centers, a company specialized in acquiring animal hospitals in order to grow a national veterinary network. PetVet took over ownership in March of 2014, and has already begun to address the critical managerial and financial problems at SRAH. Thus, the following recommendations are made to the new owners specifically regarding building an integrated marketing campaign. The limitation, however, is that PetVet’s marketing budget is unknown at the time of this report.
Based on SRAH’s precarious position in the marketplace, it is recommended that the practice focus on client retention, capturing first time visits by creating a strong online presence, and capturing first time visits by targeting new customer segments. Client retention strategies are as follows:
• Push email sign ups for online Pet Portal. Goal is to improve the percentage of clients signed up from 36% to 43% by the end of the 2014 fiscal year (approximately 450 new sign ups).
• Specifically create policies regarding behavior in employee-client interactions.
• Include a summary sheet detailing services received and veterinarian recommendations to be given with discharge paperwork.
• Implement callbacks within 24 hours of a patient surgery to be performed by vet techs
• Create specialized goodie bags for surgeries or boarding stay. Example would be a boarding goodie bag that contains treats, toys, and a personalized “thank you for staying with us” card.
• Bundling services to create preventative care packages. Canine Junior and Senior Wellness packages could result in additional $31,000+ in revenue each year.
Strategies centered on capturing first time visits through creating a strong online presence include:
• Hiring CyberMark for its regional SEO services to improve SRAH’s ranking in search engine results.
• Switching to a new website producer to allow for greater flexibility and autonomy in managing SRAH’s website. It is suggested that PetVet consider IDEXX or CyberMark for this service.
Lastly, strategies centered on capturing first time visits by targeting new customer segments are as follow:
• Purchasing a direct mail list from DirectMailTools.com, that specifies Scottsdale homeowners or renters, who own a cat or dog, and have lived in their place of residency for less than a year.
• Consider converting breed specific groups as a long-term goal, though no immediate action is suggested.
The purpose of this report is to analyze the current market position of Scottsdale Ranch Animal Hospital, and make appropriate marketing recommendations and strategies for implementation. Managerial goals include increasing customer retention and growing its customer base in order to generate new revenue.
The analysis conducted includes reviewing the external environment, internal environment, and market opportunities. Notable industry and environmental trends include: laws regarding bans on the sale of commercially bred pets, an overall increase in national pet spending, declining feline veterinary visits over the last few years, a cultural trend emphasizing spending on luxury pet goods and services, and a significant level of local competition that has similar service offerings.
Notable internal strengths include: the prime geographical location of SRAH in a pet-friendly and wealthy community, multiple service offerings available, the quality of veterinary staff, a loyal clientele, and a “blank slate” in terms of marketing. However, internal weaknesses include: outdated equipment and technology, a lack of marketing efforts and a weak online presence, poor management, human resource issues and little employee accountability, and poor financial conditions as a result of high levels of debt between the practice and building.
Partway through this project, SRAH decided to sell its practice to PetVet Care Centers, a company specialized in acquiring animal hospitals in order to grow a national veterinary network. PetVet took over ownership in March of 2014, and has already begun to address the critical managerial and financial problems at SRAH. Thus, the following recommendations are made to the new owners specifically regarding building an integrated marketing campaign. The limitation, however, is that PetVet’s marketing budget is unknown at the time of this report.
Based on SRAH’s precarious position in the marketplace, it is recommended that the practice focus on client retention, capturing first time visits by creating a strong online presence, and capturing first time visits by targeting new customer segments. Client retention strategies are as follows:
• Push email sign ups for online Pet Portal. Goal is to improve the percentage of clients signed up from 36% to 43% by the end of the 2014 fiscal year (approximately 450 new sign ups).
• Specifically create policies regarding behavior in employee-client interactions.
• Include a summary sheet detailing services received and veterinarian recommendations to be given with discharge paperwork.
• Implement callbacks within 24 hours of a patient surgery to be performed by vet techs
• Create specialized goodie bags for surgeries or boarding stay. Example would be a boarding goodie bag that contains treats, toys, and a personalized “thank you for staying with us” card.
• Bundling services to create preventative care packages. Canine Junior and Senior Wellness packages could result in additional $31,000+ in revenue each year.
Strategies centered on capturing first time visits through creating a strong online presence include:
• Hiring CyberMark for its regional SEO services to improve SRAH’s ranking in search engine results.
• Switching to a new website producer to allow for greater flexibility and autonomy in managing SRAH’s website. It is suggested that PetVet consider IDEXX or CyberMark for this service.
Lastly, strategies centered on capturing first time visits by targeting new customer segments are as follow:
• Purchasing a direct mail list from DirectMailTools.com, that specifies Scottsdale homeowners or renters, who own a cat or dog, and have lived in their place of residency for less than a year.
• Consider converting breed specific groups as a long-term goal, though no immediate action is suggested.
ContributorsStolper, Samantha Lynn (Author) / Ostrom, Amy (Thesis director) / Denning, Michael (Committee member) / Barrett, The Honors College (Contributor) / Department of Marketing (Contributor)
Created2014-05
Description
The objective of this paper is to give information that can assist Independent (indie) authors at every stage of the book process: development, promotion and distribution of their books. The book market is changing, and it's changing today. As the market evolves it is essential for authors to evolve as well. Due to the market's evolution, authors must question every stage of the book process, from beginning to end. It is due to these significant changes that my paper will be formatted more as a guide for newer indie authors or authors who are having trouble keeping up with the new market. The guide will assist indie authors at every stage of the book process and will also make clear where the new market stands. In order to create a more credible guide, I collected large amounts of primary data and entered the market myself in order to truly understand the new market from an indie author's position. I found this approach essential due to the near absence of credible secondary data and because of the plethora of nuances at every stage of the book process. For primary data, I created and distributed an in-depth survey with the purpose of revealing book blogger preferences, online habits, and preferred methods of contact. The reason for my focus on book bloggers is because of the greatly increased importance of book reviews. I also believe that book blogger preferences are a good indicator of what the typical reader enjoys, giving me further insight into market preferences as a whole. I became an indie author in order to better understand the market so that I could ask the right questions and be better able to give practical suggestions. I wanted to create a guide that real indie authors could use, so it seemed natural that I should become a real indie author. This guide is structured in the way indie authors would create their book.
ContributorsCollopy, Robert Edward (Author) / Ostrom, Amy (Thesis director) / Eaton, John (Committee member) / Barrett, The Honors College (Contributor) / Department of Finance (Contributor) / Department of Marketing (Contributor)
Created2014-05
Description
Brands are increasingly turning towards content marketing as a tactic to engage with the people they are trying to serve. While creating content is a way to increase awareness about and affinity towards a brand beyond its product and service offerings, there are many brands that are not creating engaging and valuable content as it does not align with the objectives of the brand or the goals and pain points of its audience. Understanding content marketing best practices allows brands to see a higher return on investment for the content it is publishing. The content marketing learnings in "Building an Audience through Engaging Content" are applied to a project designed for the W. P. Carey Marketing Department. The Marketing Department wants to increase student engagement with and affinity towards the Department in the short term as students move from exploring their major and career opportunities into the long term as students become alumni. Marketing Matters is a marketing resource site designed by students for students. Research from interviews with content marketing professionals and secondary research on best practices from content marketing mavens resulted in the creation of a content marketing strategy for Marketing Matters that aligns with the objectives of the Marketing Department and the students it is serving. The content marketing strategy includes a discussion of strategy and tactics developed for the site, a voice and tone guide that content creators should follow when creating content for the site, and examples of content that would be used for the site.
ContributorsRobertson, Courtney Rose (Author) / Ostrom, Amy (Thesis director) / Giles, Bret (Committee member) / Department of English (Contributor) / Department of Marketing (Contributor) / Barrett, The Honors College (Contributor)
Created2017-05
Description
This thesis investigates how student organizations market to students at Arizona State University as well as opinions from students in how they view marketing on campus. From a collection of data from in-depth interviews and surveys, it has been concluded that not one method is best at marketing on campus. Student organizations need to have a combination of methods to create a well-rounded strategy that will instill brand awareness and recognition on campus and, in turn, produce an increase in engagement for their organization via recruitment of new members and attendance at meetings and events.
ContributorsRamos, Adrianna Cimona (Author) / Ostrom, Amy (Thesis director) / Giles, Charles Bret (Committee member) / School of Social and Behavioral Sciences (Contributor) / W. P. Carey School of Business (Contributor) / Department of Marketing (Contributor) / Barrett, The Honors College (Contributor)
Created2016-12
Description
"The Online Entrepreneur's Digital Marketing Handbook" is exactly what it sounds like \u2014 a resource for entrepreneurs (or aspiring entrepreneurs) to learn about all things digital marketing, ranging from web design to advertising to much more, in order to be better equipped to have success with building out their business ideas. The paper serves as not only a resource that explains fundamental elements of marketing strategy and digital strategy, but as something that connects people with the resources they need to actually implement these strategies. By reading this paper, you can learn about web design and how it correlates with digital and business strategy, about key advertising channels and what the current best practices are for using these platforms, about social media marketing tactics, about age-old marketing disciplines like email marketing, and about trends expected for the future of digital marketing. Nearly every discipline discussed within the paper is an extremely deep field itself, and thus learning more in depth about any of the fields is recommended, but the paper at least provides a compilation of what fields are most important to consider, and the most crucial elements of strategy and best practices needed for someone to have success, whether it's for a small project, or for the launch of a new business. Far too many entrepreneurs have the opportunity for success, and the resolve, but they focus their energy on the wrong things when it comes to marketing, because they don't know where to start. With a better grasp on the digital marketing landscape, key elements of strategy, and the most crucial digital marketing channels, entrepreneurs should have higher odds of success by diverting resources to what's important, and not getting distracted by all the choices out there.
ContributorsHubbard, Zachary Scott (Author) / Ostrom, Amy (Thesis director) / Giles, Charles (Committee member) / School of International Letters and Cultures (Contributor) / Department of Marketing (Contributor) / Barrett, The Honors College (Contributor)
Created2018-12
Description
My thesis will revolve around the ideology and sociology of the sneaker brand and it particular, basketball sneakers. The mega sneaker superpower Nike and the under dog of Under Armour have shoes they want to sells and consumers they want to buy them. I will discuss how the advertisement are used and implanted but both Nike and Under Armour. The two points of references from each company will be LeBron James, Nike, and Stephen Curry, Under Armour. Both basketball players have signature shoes and are undoublty the NBAs most relevant players this past season. The two players just so happened to face off against each other in the NBA finals, which enhanced the marketing potential for both companies. Thus, the advertisements for these and their shoes would have been its peak trying sway consumers to either side. Nike and Under Armour both ploy attempts in creating marketing material to attract their consumer base. The Thesis will look at why sneakers have become a social trend and high commodity. I will look at how pop culture and psychological diseases play a roll in the consumers' choice to purchase either shoe. The work as a whole will attempt to bring forth some revitalizing information on today's sneaker culture. Research was limited, however with the information to conduct this thesis, the thesis should spark interest in a new research related field. Thus, bringing forth a new renaissance in today's culture; the Sneaker Life.
ContributorsMitchell, Devon Willie (Author) / Ramsey, Ramsey Eric (Thesis director) / Gruber, Diane (Committee member) / School of Social and Behavioral Sciences (Contributor, Contributor) / Barrett, The Honors College (Contributor)
Created2017-05
Description
Big Red Rooster is an national architecture and design firm. A comprehensive marketing analysis of Big Red Rooster (BRR) was completed. The company history was reviewed, along with its current strategies and goals for the future. The analysis contained the purpose of the marketing plan, a situation analysis, a SWOT analysis, marketing strategy and recommendations, and the marketing mix. Inclusive situation analysis was an examination of BRR itself, its customers, clients, competitors, the industry climate and its collaborators. The SWOT analysis investigated BRR's strengths, weaknesses, opportunities, and threats, while the marketing strategy and recommendations describes Big Red Rooster's segmentation, targeting and positioning of its services. The marketing mix contained the 7 P's of service marketing including a description of BRR's product, place promotion, price, people, process and physical appearance. Following this marketing plan was a needs analysis, in which six marketing and sales techniques were devised that are to be implemented in the near future.
ContributorsErickson, Daniel Patrick (Author) / Hutt, Michael (Thesis director) / Ostrom, Amy (Committee member) / Hasulak, Don (Committee member) / Barrett, The Honors College (Contributor) / Department of Marketing (Contributor)
Created2013-05
Description
Founded in November 2014, by owner Céline Rille, Rille & Co. is a creative studio that develops, implements and markets creative strategies for companies in hospitality, retail, entertainment, restaurant, and consumer product industries. Rille & Co. is coming to the end of its first year of business, and it is crucial that the company examines the previous year and evaluates its strategy to continue success in the future. Organized into three key sections of analysis, the following marketing plan is intended to set the company up to achieve, and surpass, all goals in the coming years of operation.
First, the environment in which the company was operating in during its first quarter of business is examined, along with the strategies that were in place at that time. Included in this first section is also a comprehensive competitive analysis that examines how Rille & Co. fits into the competitive market. Next, the success of the initial strategy for Rille & Co. is analyzed through a SWOT analysis of the company’s standing as of Fall 2015. Finally, the third section of analysis contains key recommendations and alterations to the original strategy in order for the company to experience continual growth and success.
In all, if Rille & Co. implements the strategies outlined in this marketing plan, it should be able to continue business for years to come. The most important aspects of operation for the business are its internal organization, finding clients with the correct fit, and boosting its website’s SEO to better implement inbound marketing techniques. For an agency, it tends to be difficult to focus on these internal problems when clients’ needs come first. In this case, Rille & Co. must prioritize its own operations to better meet the needs of clients.
As Rille & Co’s first year of business is coming to a close, it is extremely important to note how far the company has come, despite any obstacles that made for an exciting first year. The agency is well on its way to achieving the standards of success it set for itself, but the agency’s success is also measured in its resilience and adaptability – necessary traits for any agency (or company, for that matter). With huge changes on the horizon, now is the time for Rille & Co. to demonstrate its resilience and adaptability again – coping with the loss of an integral employee and adapting to the needs of clients who may not be financially sound. The team should be proud of the work accomplished, and although it is the “end of an era,” Rille & Co. should prepare itself for the adventures that have yet to unfold.
First, the environment in which the company was operating in during its first quarter of business is examined, along with the strategies that were in place at that time. Included in this first section is also a comprehensive competitive analysis that examines how Rille & Co. fits into the competitive market. Next, the success of the initial strategy for Rille & Co. is analyzed through a SWOT analysis of the company’s standing as of Fall 2015. Finally, the third section of analysis contains key recommendations and alterations to the original strategy in order for the company to experience continual growth and success.
In all, if Rille & Co. implements the strategies outlined in this marketing plan, it should be able to continue business for years to come. The most important aspects of operation for the business are its internal organization, finding clients with the correct fit, and boosting its website’s SEO to better implement inbound marketing techniques. For an agency, it tends to be difficult to focus on these internal problems when clients’ needs come first. In this case, Rille & Co. must prioritize its own operations to better meet the needs of clients.
As Rille & Co’s first year of business is coming to a close, it is extremely important to note how far the company has come, despite any obstacles that made for an exciting first year. The agency is well on its way to achieving the standards of success it set for itself, but the agency’s success is also measured in its resilience and adaptability – necessary traits for any agency (or company, for that matter). With huge changes on the horizon, now is the time for Rille & Co. to demonstrate its resilience and adaptability again – coping with the loss of an integral employee and adapting to the needs of clients who may not be financially sound. The team should be proud of the work accomplished, and although it is the “end of an era,” Rille & Co. should prepare itself for the adventures that have yet to unfold.
ContributorsChada, Rachel Anne (Author) / Ostrom, Amy (Thesis director) / Schlacter, John (Committee member) / Rille, Celine (Committee member) / School of International Letters and Cultures (Contributor) / W. P. Carey School of Business (Contributor) / Department of Marketing (Contributor) / Barrett, The Honors College (Contributor)
Created2015-12
Description
Tech2Learn, a privately owned tutoring company, serves students in kindergarten through eighth grade at its Phoenix location. The company's founding mission "is for every child to build individual competence and confidence in essential skills." It accomplishes this mission by providing a safe, fun, and engaging environment where children feel comfortable learning. In addition to tutoring in traditional subjects such as math and reading, Tech2Learn also offers a dyslexia reading lab, and a High School Placement Test prep course. The goal of this plan is to find a low cost and easy to manage way for Tech2Learn to market its services and encourage referrals. To achieve this goal, I conducted both an external and internal analysis. In order for Tech2Learn to remain competitive in the industry, it must be aware of trends such as the rapidly evolution of teaching technology, new government mandates on curriculum, and parents' desire to be involved in their children's education. While these trends create opportunities for growth, there are also threats that arise. One threat to Tech2Learn is a large number of competitors in the market. The company relies on its strengths of human capital and unique teaching approach to minimize these threats. The tactics and strategies recommended in this plan are intended to reduce the company's weaknesses. Specifically, tactical recommendations target Tech2Learn's digital presence through the creation of a Facebook page, consolidation of company owned web domains, and updating business information on both owned and earned online sites. Additionally, strategic suggestions aim to prepare Tech2Learn for future growth through the implementation of a formal training procedure, consideration of an additional office location, and differentiation through the early adoption of new technologies, such as virtual reality.
ContributorsCunningham, Sinead Bridget (Author) / Ostrom, Amy (Thesis director) / Giles, Bret (Committee member) / Cummings, Deborah (Committee member) / Department of Marketing (Contributor) / Department of Management (Contributor) / Barrett, The Honors College (Contributor)
Created2015-12
Description
This dissertation explores how emergent technologies influence consumer experience and market behavior. The first chapter of the dissertation, “The Effect of Implementing Chatbot Customer Service on Stock Returns: An Event Study Analysis,” employs the event study method to examine how the implementation of customer service chatbots impacts firm value. I find that investors respond positively to chatbot implementation and that Business-to-Business (B2B) companies have significantly more to gain from this service innovation compared to Business-to-Consumer (B2C) companies. However, anthropomorphizing chatbots attenuates this positive financial impact for B2B companies, suggesting differences in expectations and preferences of B2C and B2B customers. A survey of investors and a consumer experiment provide additional evidence for these relationships. While prior research suggests that Artificial Intelligence (AI) implementation may have a negative impact on firm value, using the example of AI chatbots, this research provides the first evidence that investors respond favorably to a customer-centric application of AI. In addition, it broadens the predominant consumer-focused lens of the marketing literature on AI to include B2B customer and investor perspectives. Further, while marketing research has primarily viewed anthropomorphism as a categorical variable, I propose an anthropomorphism index that offers a more nuanced approach to examining the anthropomorphism of AI technology.In the second chapter, “Understanding Antagonistic Consumer Behavior Toward Humanlike Robots in the Marketplace,” I examine consumer antagonism toward service robots and contribute theoretically and substantively to the emerging marketing literature on AI. Using carefully designed experiments, I demonstrate that consumers tend to dehumanize and, consequently, behave antagonistically toward humanoid (vs. non-humanoid) service robots. While prior research shows that people avoid humanoid robots, this research is the first to show that consumers dehumanize and subsequently engage in anti-normative, negative approach behavior when such robots are deployed in customer-facing service roles. Furthermore, this research contributes to the dehumanization literature by demonstrating that dehumanization is a two-step process when applied to service technology. Importantly, the findings help reconcile the contradiction between the literature on anthropomorphism and the uncanny valley hypothesis by demonstrating that consumers receive humanoid (vs. non-humanoid) robots more positively when the effect of dehumanization is mitigated.
ContributorsFotheringham, Darima (Author) / Wiles, Michael (Thesis advisor) / Lisjak, Monika (Thesis advisor) / Ostrom, Amy (Committee member) / Arizona State University (Publisher)
Created2022