Title | Integrated Marketing Communications - Communication Portfolio on ZARA | Postgraduate Work |
---|---|
Author | Nova Joseph |
Pages | 21 |
File Size | 2.3 MB |
File Type | |
Total Downloads | 316 |
Total Views | 618 |
1 MSc Marketing Summative Assignment Coversheet Programme: MSc Marketing Module Title: Integrated Marketing Communications Anonymous Student Number: Z0951541 Submission Deadline: 12th January 2015 Word Count: 2467 DECLARATION By submitting this work online I confirm that this piece of work is a re...
1
MSc Marketing Summative Assignment Coversheet
Programme: MSc Marketing Module Title: Integrated Marketing Communications Anonymous Student Number: Z0951541 Submission Deadline: 12th January 2015 Word Count: 2467
DECLARATION By submitting this work online I confirm that this piece of work is a result of my own work except where it forms an assessment based on group project work. In the case of a group project, the work has been prepared in collaboration with other members of the group. Material from the work of others not involved in the project has been acknowledged and quotations and paraphrases suitably indicated. Furthermore, I confirm that I understand the definition of plagiarism that is used by Durham University.
2
TABLE OF CONTENTS NO.
DESCRIPTION
1 INTRODUCTION
PAGE NO. 3
2 PROLOGUE
4 ‐ 5
3 THE STORY OF ITS STRATEGY
5 ‐ 8
3.1 SOCIAL MEDIA TALKS
8 ‐ 12
4 WHAT DO I SUGGEST?
12 ‐ 15
5 WHY DID I SUGGEST?
15 ‐ 17
6 GET CREATIVE!
18
7 REFERENCES
19 ‐ 21
3
“If your eyes could speak, what would they say?“ - Markus Zusak, The Book Thief
(Imgkid.com, 2015)
4
PROLOGUE Dear reader, I take much pleasure to introduce thy to what the world nowadays calls “fashion”; to a brand that talks of wearing your attitude: ZARA is one of a kind. I intend to communicate through this portfolio that ZARA by all means of a fashion brand does its job wonderfully, however, the consumer is whom we desire to satisfy. So is the consumer truly satisfied? Only through communication does one truly understand one another’s experiences, desires, happiness and satisfaction. This collection of experiences discovers the different communicative techniques ZARA incorporates into its brand image, identity and concept. At the end of this rather interactive portfolio, alongwith helpful suggestions, a creative element awaits which will indefinitely aid in management of futuristic approaches to marketing communication. To start off, allow me to give a bit of background on the “pioneer of fast fashion” (Chu, 2015). ZARA is a flagship chain store owned by Inditex (one of the largest fashion retail groups in the world with 8 brands and over 6460 stores in 88 markets) (Inditex.com, 2015).
SOURCE: INDITEX.COM, 2015
5 Having taken a look at their business model and marketing strategy (Inditex.com, 2015) (which shall be shown in due course), I can understand that the Group puts the customer at the centre when making decisions, which shows that they follow a customer‐led marketing approach in all of their choices. Throughout the supply chain, this customer‐centric approach can be seen reinforced.
THE STORY OF ITS STRATEGY ZARA does not advertise (Dahlén, Lange and Smith, 2010). I repeat; it does not. Why? The reason being the owners strongly object and insist that the brand does not need to stand out in a place where it is “so” different from its competition (Soloaga and Monjo, 2010). In fact, it spends as little as 0.3% on advertising compared to its competitors. The little that it does spend goes in reinforcing its identity as a low‐cost, high fashion brand (Pearson, 2015). More on this later. Why is ZARA so successful then? Why is it called “fast‐fashion pioneer”? The answer for that is hidden in the business model and marketing communication strategy of the big Group: Inditex. Without the supporting, sturdy, big Spanish hands of Inditex, ZARA would be afloat. Inditex runs on communication, literally. It uses a horizontal model of communication where
SOURCE: SOLOAGA, 2007
6 a stakeholder approach is followed. In this model, everybody from the owners to the clients can communicate to each other flexibly and all opinions are given equal importance. This helps the big Group to focus on its consumers specifically and helps re‐invent the brand constantly to avoid obsolescence. How is this done? There is now a direct line of communication (because of this model) between the store manager and other points of contact like the design team, salespeople and window designers (Soloaga and Monjo, 2010).
SOURCE: INDITEX.COM, 2015
Its business model shows that the store is the direct point of contact or as they call it “meeting points” between the company and the consumer. The store is in fact the company and the brand’s only form of advertising to consumers (more about this later). The most significant fact about the customer service at ZARA stores is that: they listen and observe. They watch how consumers purchase items, what do they pick more often, what they avoid, how they respond to certain things like “I don’t like this cuff” or “It stands out with the fur”. These messages help the brand to build on its designs again (Soloaga and Monjo, 2010). The next thing you see is that a phone call is made from the store to the factory, changes are made to the design and within two weeks, voila! That new trendy red coat looks so much better. ZARA’s focal strength is its ability to respond quickly to
7 the changing consumer needs, because it has the resources and skills to do so. Simply put, ZARA produces where it sells. This is also the main reason why you will probably see in a lot of places ZARA being quoted as “fashion imitator” (Marketing 91.com, 2015; Loeb, 2013). What does that mean? Pretty self‐explanatory, it imitates styles faster than anybody else does. Is that a good thing or a bad thing? You choose. Now about store advertising, just how much do you think ZARA spends on its store? Well think again. In 2008, 937 million Euros was spent in opening of new stores. This is because the big Group vehemently insists on opening the right store at the right time in the right place. So much thought, money and time are spent in deciding where to open a store in which country that it takes years to get that first step right (Soloaga and Monjo, 2010). And darn right, ZARA has done a good job. Again. ZARA is so ambitious to get as close to the luxury brands that it situates itself right next to the high street stores for example, in Istanbul, it is wedged in between Cartier, Hermès and Chanel. For ZARA, investing in real estate is marketing. It buys up locations that are either prime or historic, renovates them and turns the store into a classy, luxurious, sophisticated touristic spot (Hansen, 2012). Except in these places, the wealthier ones turn up.
SOURCE: SOLOAGA AND MONJO, 2010
8 These stores are no ordinary places; a lot of attention to detail is placed on the positioning of the product and what revolves around it. Within the store is what ZARA invests in what is called Point of Sale advertising and what they place a “lot of importance” on. They choose top models like Kate Moss to portray their brands. And nothing, repeat, nothing hinders the vision of the consumer towards the product upon entering the store (Soloaga and Monjo, 2010). Now about pricing: regarding low‐cost high fashion, I’m afraid but that is not what people are saying. Let’s look at what the crowd has to say.
SOCIAL MEDIA TALKS
9
10
11 A lot of angst and hostility can be seen in some of these pictures; some say that ZARA is too much money for very little value and others seem to be having issues with getting the customer service to respond to them. But on the other hand, a recent ongoing integrated marketing campaign called “People” has started attracting bloggers, followers and readers; “People” lets you pick your item, post a photo with you in it or without you and blog/post/share onto ZARA’s website; if by chance, you are lucky and you get published, ZARA offers you 300 pounds or equivalent to any currency (Cisneros, 2015). This, personally, I am impressed, was innovative, considering ZARA’s lack of interest in almost anything social‐media related. Through other positive posts, it can be seen that consumers like to share on pieces they purchase or use it to promote their fan following. But though there is mixed response on the brand’s social network, critics that is I and others have to say that ZARA does not actively engage through social media. Surprise? No, me neither. It rather uses a light approach by posting infrequently. The brand does not help interact with consumers using social media and because of this reason purchase
12 consideration remains at low levels (Bulman, 2015; Bestglobalbrands.com, 2015). You can’t blame an entire generation for going digital, can you? You have to follow the trend; it’s not the other way around. Rare times, maybe.
WHAT DO I SUGGEST? Having said the above, I can grudgingly say that ZARA does incorporate the 7 P’s of marketing almost successfully into its brand though there are teeny‐tiny holes to work on communicating its brand. Its trendy, fashionable but isn’t on everybody’s mind. Why? The reason is because ZARA has not managed entirely to come onto the right track. If the owners want to be obstinate about not advertising, fine by me. But let me tell you something, for a brand where fast fashion goes out instantly the minute it comes in is in contradiction to the fact that the brand also “tries hard” to be as environmentally polite as possible at the same time; resources are still getting burnt, water still gets wasted twice as more and in the end, they will be asking for consumers to pay more for absolutely nothing (Hansen, 2012). Try a perspective where you implement something that is totally new and you showcase that to the world using lesser resources would definitely be a turning point, would it not? In the words of Edward and Ljungberg (2003), you identify the problem and rectify it. The problem here is communication, how to come off as stylish, novel, and eco‐
13 friendly at the same time while trying to interact with your consumer. What if consumers stopped walking into ZARA stores one day and relied on online shopping instead? We can’t pack our bags and go back home, can we? We face it. I present to you my following suggestions to help ZARA build a better communicative and fashionable future: Transmedia Planning – Use each medium to the fullest The benefit of using each medium
SOURCE: PATTERSON, 2012
to make maximum use of its capabilities is of creating a story and promoting a unified message but through different ways and by telling each part of the story differently; the resultant effort is that the consumer is involved throughout the way and he/she has an interactive experience and most importantly, enjoys being a part of it (Patterson, 2012). For example, a marketing campaign that promotes “Sustainable Fashion”, fashion that is recycled, reused and reduces environmental damage. An attractive, enticing campaign that convinces consumers to turn in their old used ZARA clothes that can be reused again to make new fashion. Every step of the way is shared, posted SOURCE: PCB, 2015
14 and blogged on through media, billboards, magazines, publications, staff talk about it to their consumers; in this way as you can see, the story is talked through different ways differently. Consumers will be kept on their toes, wanting to see how this shall turn out and this will definitely build the brand image. Even Greenpeace would be happy. ZARA could then promote its one unified message of “Ultimate Consumer Satisfaction” through these sustainable and eco‐friendly options. “People” Integrated Marketing Campaign – Personalize It About that campaign, though the idea of it is novel and unique, the brand could do better by personalizing it and thanking each individual, who has made a contribution personally. This has not been seen anywhere on its social media, in fact the campaign itself has died down with not a lot of result to it (Cisneros, 2015). When campaigns are unsuccessful, there is nobody else to blame except poor
SOURCE: REDFLAGDEALS, 2011
contact with the market (Edward and Ljungberg, 2003). Market that product/campaign and then stay in touch, and keep building on it. Neglecting is what leads to failure. More Persuasion, More Attraction If you have taken a peek at ZARA’s website, you would have noticed that the site has a simple look to it, rather too simple. The products and items are showcased but it does
SOURCE: STLLURE, 2015
15 not persuade or attract. Nothing attracts or convinces customers to spend more. Rather an eye‐catching or enticing front spread would probably engage more audience towards using the site (Cisneros, 2015). The reason we make products is so that somebody buys it at the end of the day therefore product development and physical appearance is as necessary as water and oxygen to a human (Edward and Ljungberg, 2003). Certain limitations or risks involved with these could be how we use these methods to increase and build the reputation of our company and consumers may find those purposes to be selfish; in the long term, this approach could be harmful for the company. Customers tend to look towards ZARA as high, luxury fashion; this image could be deteriorating, as not everybody tends to see recycled fashion as luxury. Other factors such as building up a campaign that has already died down might not result again in a success but there is nothing stopping it from being a success either. ZARA likes keeping things simple and elegant; consumers who are used to this sort of style may find other designs on a website rather clashing with the brand image. Even though having considered all of that, it still does not hurt to try.
WHY DID I SUGGEST? Why transmedia planning? because it would add value to the brand particularly and it is relevant with the vision of ZARA, keeping consumers’ voice at the centre of all its decisions. If the consumer wishes to be a part of the brand more often, then ZARA should interact with its crowd more often. Marketing Sustainable Fashion would be like marketing an innovation of a very own creation of their product. Bringing together different parts of the story, example, customers bringing in their clothes, seeing the transformation of those clothes into something better, more valuable and economical, bringing quality designers to the
16 table to work with these fabrics, sharing that story, giving back to nature by reducing the amount of wastage of water, all of this forms a huge circle of interaction and caring for the consumer’s satisfaction. The value here that is promoted is satisfaction i.e. happiness, active consumer engagement, building a story.
SOURCE: DAILY HOPE, 2015
Why personalize a campaign? again consumers always need a reason to come back to you; by being an interactive brand, he/she goes on to remember that and it also forms a part of being courteous and understanding to the consumer. You have formed a brand relationship with the consumer, right there. In the words of Sheldon (Tadajewski, 2011), “service above self‐ he profits most who serves best.” The value here is: understanding i.e. a brand that understands you and again, consumer interaction. Why being persuasive is
SOURCE: VANITY FAIR, 2012
good? for the simple reason: that is why consumers buy stuff. If all you were going to do is stand there and place a board saying “Shoes for Sale”, it might not grab anybody’s attention. On the other hand, if you kept screaming and shouting happily “Shoes for Sale!”, consumers are going to give you attention. Making an effort isn’t a bad thing, but not making an effort entirely is. Consumers
17 like to have fun; fun is created out of the experiences that brands make. Providing consumers with that experience is what grabs attention and persuades consumers to try it (Patterson, 2012). The value here is providing an experience, having fun, and again promotes engagement. I have conveyed my message of how I would like to take things further with brands in a marketing communications agency. The end of this interactive experience has come and I shall now bid thee, farewell. Please do have a good look at the next page though.
18
GET CREATIVE!
19
REFERENCES
Allen, K. (2014). Zara vows to destroy stock of pajamas that look like concentration camp uniforms. [online] Prdaily.com. Available at: http://www.prdaily.com/Main/Articles/Zara_vows_to_destroy_stock_of_pajama s_that_look_li_17182.aspx [Accessed 11 Jan. 2015].
Bestglobalbrands.com, (2015). Zara ‐ Best Global Brands ‐ Interbrand. [online] Available at: http://www.bestglobalbrands.com/2014/zara/ [Accessed 10 Jan. 2015].
Bulman, L. (2015). Zara’s “light” social media strategy encouraging brand love, but not purchase consideration. [online] Wave.wavemetrix.com. Available at: http://wave.wavemetrix.com/content/zara‐s‐light‐social‐media‐strategy‐ encouraging‐brand‐love‐not‐purchase‐considera‐00669 [Accessed 10 Jan. 2015].
Chu, K. (2015). Why Zara is a ‘Fast Fashion’ Pioneer. [online] WSJ. Available at: http://blogs.wsj.com/corporate‐intelligence/2014/06/24/why‐zara‐is‐a‐fast‐ fashion‐pioneer/ [Accessed 10 Jan. 2015].
Cisneros, C. (2015). ZARA: ZARA'S "PEOPLE" MARKETING CAMPAIGN. [online] Zaramujer.blogspot.co.uk. Available at: http://zaramujer.blogspot.co.uk/2013/04/zaras‐people‐marketing‐ campaign.html [Accessed 11 Jan. 2015].
Clarissa's Blog, (2011). Who Buys All That Zara Stuff?. [online] Available at: http://clarissasblog.com/2011/09/24/who‐buys‐all‐that‐zara‐stuff/ [Accessed 11 Jan. 2015].
Dahlén, M., Lange, F. and Smith, T. (2010). Marketing communications. Chichester, UK: Wiley.
20
Daily Hope, (2015). Tell us your story. [online] Available at: http://rickwarren.org/connect/tell‐us‐your‐story [Accessed 12 Jan. 2015].
Express News, (2013). ZARA‐ში დღეიდან სეზონური ფასდაკლება დაიწყო | ExpressNews – არქივი. [online] Available at: http://archiv.epn.ge/?p=155941 [Accessed 11 Jan. 2015].
Facebook, (2015). ZARA. [online] Available at: https://www.facebook.com/Zara [Accessed 11 Jan. 2015].
Hansen, S. (2012). How Zara Grew Into the World’s Largest Fashion Retailer. [online] Nytimes.com. Available at: http://www.nytimes.com/2012/11/11/magazine/how‐zara‐grew‐into‐the‐ worlds‐largest‐fashion‐ retailer.html?pagewanted=3&_r=5&ref=magazine&adxnnlx=1352725405‐ jSS0/SqaGslCt/4JfgJjeg [Accessed 11 Jan. 2015].
Imgkid.com, (2015). Images For > Fashion Ads. [online] Available at: http://imgkid.com/fashion‐ads.shtml [Accessed 10 Jan. 2015].
Inditex.com, (2015). At a glance ‐ inditex.com. [online] Available at: http://www.inditex.com/en/our_group/at_glance [Accessed 10 Jan. 2015].
Ljungberg, L. and Edwards, K. (2003). Design, materials selection and marketing of successful products. Materials & Design, 24(7), pp.519‐529.
Loeb, W. (2013). Zara's Secret To Success: The New Science Of Retailing. [online] Forbes. Available a...