Consumer Insight #3 : Value

I was at my doctor's clinic when I noticed a quotation by John Ruskin . I was amused because it was different from the usual quotes displayed in a place like a clinic. You typically expect a health related one. But quite the contrary this quote was on marketing.

John Ruskin was not a marketer. Ruskin ( 1819-1900) was an artist, a writer ,a poet, a social critic and a writer. ( source:Wikipedia). I bet he is a enlightened consumer too.

What Ruskin has written about value is no-brainer.
Its pure commonsense but as a consumer we tend to forget this principle.
The quote goes like this
"

It's unwise to pay to much... But it's worse to pay to little.When you pay to much, you lose a little money... that is all. When you pay too little, you sometimes lose everything, because the thing you bought was incapable of doing the thing it was bought to do.The common law of business balance prohibits paying a little and getting a lot.... It can't be done.If you deal with the lowest bidder, it is well to add something for the risk you run.And if you do that, you will have enough to pay for something better."

He adds

"There is hardly anything in the world that some man cannot make a little worse and sell a little cheaper. And the people who always go for the cheapest are this man's lawful prey."

















Although I am a marketing professor, I am a lousy consumer ( my wife's opinion ! ).

I see my self as a bargain hunter and most of the time I have burned my fingers looking for better bargain ( call it price) .

I blame it on my middleclass mindset for being so called value conscious.

But I think its the case with many customers. We tend to make mistakes by not understanding the true nature of value.


Its often greed that camouflage as value or bargain.

In the highly insightful book " It happened in India " by Kishore Biyani ,he says

" There are a couple of emotions that determine shopping behavior. The fundamental of them are greed, altruism, fear and envy. Greed drives a customer to purchase more than what he or she needs. "

What Ruskin says is perfectly true. Its not possible to less and get more... It does not make business sense. But customers lured by never-heard-before offers fall for it. The need for instant gratification is so huge that customers give in to the temptation.

It takes some patience to buy the best quality product because it costs more. Marketers of low priced products make their kill by instilling fear of a possible price hike among the customers .

We see messages like this all the time...
Limited offers !
Buy before price hike !
Offer to close this sunday !
Buy now or regret later !

Going by my experience the additional money (premium) you pay for getting the best product will compensate by giving you the peace of mind..

The doctor charged me a very heavy consulting fees... but I am not complaining.......

I think I am on my way to become a better consumer.

Brand Update : Rexona RIP ( 1947-2008)

So its official, Rexona will be laid to rest. I recently saw a TVC where the ad says Rexona is now Hamam. First I couldn't believe it. Then I searched for the news but there was no information anywhere about this possible brand migration.

Just now I got an sms from my journalist friend that Rexona soap is going to be migrated to Hamam.

The brand was in the life-support for quite a while. The first attempt to kill the brand was during the power brand strategy where Rexona was planned to migrate to Lux. At that time Rexona was launched with Lux milk cream. But after some time, HLL decided not to migrate Rexona. Then I thought that this brand will be rejuvenated. But now is has been confirmed that Rexona Soap is now history.

As a customer I am sad because it was a nice soap. As a marketer, I am upset because such a good brand is being killed. For HUL , the reasons can be many. In this era of cut throat competition, it does not make sense to have too many brands. So the logic is to put your money into those brands which are powerful. Rexona has never been a volume/revenue contributor for HLL.

Another reason is the existence of Rexona deodorant which had a different image compared to the soap. Its in India that Rexona exists in soap category. Worldover Rexona is famous as a deodorant.

It is more difficult to kill a brand compared to launching a new one. There can be issues of managers getting emotional about the brand . Another difficulty is to handle the existing customers of the brand. HUL is hoping that Rexona customers will migrate to Hamam. As a customer I will not migrate because I have a different perception about Hamam.


Rexona deo will be given more focus by the company now that there is no soap variant. HUL has been using imported International commercials of Rexona in India. Its sloppy marketing to import global campaigns into a diverse market like India. HUL had the resources to do it by itself but its trying the short-cut.

So in the FMCG kurukshethra one more brand has been killed. This time by the own company.

Related Posts

Rexona
Hamam

Acer : Life is busy,Acer makes it easy

Brand : Acer
Company : Acer India
Agency : Dentsu Marcom


Brand Analysis Count : 343

Acer is an aggressive brand in the Indian computer industry . The aggressive brand promotion and smart pricing allowed this Taiwanese giant to be among the top five leading computer brands in India.

The Indian personal computer market is lucrative enough to make all the global giants have a presence here. In 2007 around 6.5 mn units of desktops and laptops were sold in India in the Personal Computer segment.

HP is leading the pack with 21 % share followed by HCL with 13 % and Lenovo with 10% ( Economic Times 2007) .

An interesting trend seen in the Indian computer market is the shift of consumer preference to laptops. The aggressive pricing and the snob value of laptops has changed the consumer preference to this product category. In 2007 around 1.27 mn laptops were sold in India.

In the laptop segment, HP is leading with around 37 % market share and Lenovo with 16% share and Acer with 10% share.

Acer brand was born in Taiwan in 1976. From a humble beginning, this brand has become the third largest computer vendor in the world. Acer India was incorporated in 1999 as a wholly owned subsidiary of Acer.

Acer has always been a price warrior in India. In 2000 it stunned the Indian computer market by offering PC at unbelievable prices. From Rs 40,000-50,000 to a price range below Rs 25000.
It was also the first company to bring down the price of servers to Rs 60,000.

The ever value conscious customers were quick to lap up this brand of economical computers.

In the last two years, Indian consumers are witnessing an unusual flurry of high profile brand building in the PC segment especially in the notebook category.

The brand to take the center stage was the market leader HP. The brand roped in Shah Rukh Khan to endorse a range of brand from Compaq to printers. The endorsement along with the " Computer is personal again " campaign boosted the brand equity of HP to new heights.

Lenovo was quick to follow by roping in Saif Ali Khan as the brand ambassador.
According to reports, both HP and Lenovo benefitted greatly by this FMCG model brand building.
Not to be left behind Acer roped in Hrithik Roshan as the brand ambassador and started a high profile campaign for the range of Laptops for both individuals and business owners.

Although Acer was following the herd in roping in Hrithik Roshan, there was another logic behind this 'expensive' promotion.

I personally believe that Acer face the issue of a negative brand perception especially among the urban youth/professionals. The brand is perceived to be a low priced low quality brand and hence usually the brand appeals to those customers who are very price conscious .

Its advantageous to have the ability to sell at a lower price but being perceived as a low price warrior is not good for the brand. I am a strong believer of the principle that price should not be the reason for customers to buy your brand.

Since consumers have the habit of relating Quality and Price together, the brand equity suffers the most. When I searched the web about this brand, I was surprised to find that Acer is considered a pioneer in bringing in latest technology to the consumers. In most of the cases, it is the first brand to launch the latest range of chips and platforms.

When I bought my laptop, Acer was never in my choice set because I thought Compaq is a better brand ( perception). These perceptions can be dangerous especially in the emerging laptop segment where younger consumers also are conscious about the image of the brand.

Acer was the first brand to launch designer range of laptops. It has a Ferrari Laptop range and Gemstone range which was designed by BMW designers. But I came to know of this only when I studied deeply about this brand.

Surprisingly Lenovo which is a Chinese brand was able to position itself as a premium brand despite its secondary association with the country of origin.

It was with objective to enhance the brand equity that Acer launched an extensive brand promotion using Hrithik.

Watch the commercials here : Acer Campaigns

But alas, the money has been terribly wasted ( my personal opinion).
Acer and Parle's Hide & Seek are classic examples of messing up the potential of a celebrity like Hrithik.

Acer's set of campaigns featuring Hrithik reinforces the existing perception of Acer as a so-so brand. I did not like anything about the ad. No positioning, nothing.
The brand has the slogan " Life is busy, Acer makes it easy ". Again nothing to harp on.

For example, in the plane ad, Hrithik makes the noise " any problem, no Acer ekey ?".
Frankly I understood nothing about this stuff ekey. On searching, I found that e-key is a patented technology which enables the customer to have customized settings in the computer.

And again I don't understand why there has to be a song and a dance when ever you have Hrithik ?

Most of the ads are higly melodramatic filmy kind of stuff which is not insynch with a rational product like computers. I think that the agency was really confused about matching the persona of Hrithik with the product.

Having said that , I see some logic in the ads. If the ad is targeted towards a highly price conscious customer ( not the sophisticated ones ) these ads make sense. These group may say WoW at the ads and enjoy watching Hrithik singing about memory and data recovery.

But I feel that Acer has lost the opportunity to build some premiumness around the brand.Lesson has to be learned from brands like Vaio and Dell which has a high level of aspirational value attached to it.
At present, the current campaign may further reinforce the brand Acer among the TG. But its not going to help the brand to reposition as a tech-leader. By not repositioning , Acer is undermining its core strengths .
I see a situation where most of the features of computers getting commodized. In such a scenario, customers may be willing to pay a premium for the brand rather than the features. In such a scenario, Acer may have to struggle hard to extract a premium from the customer.

Consumer Insight #2 : Role of Users

During the monthly shopping for groceries, I noticed that my wife has included Vim bar instead of the Vim dishwash liquid. It was around one year back that we started using the dish wash liquid. And my wife was making positive comments about the utility part of the liquid form .

But strangely she has made a switch this month.The reason was simple : Our new maid servant prefer to use the dishwash soap rather than the liquid. My wife had to oblige.

This throws in a lot of challenges to a marketer. According to the marketing theory , there are different roles that consumer takes in the buying process :
Initiator
Influencer
Decider
Purchaser and
User
Marketing wisdom says that the marketer should first identify the members who play these role, identify the needs of each of these roles and then communicate to each of these roles.

In the above case, it was the maid servant ( user & influencer) who made the homemaker (decider) chose the product form. Dishwash market is worth Rs 600 crore and its crucial for a marketer to understand the dynamics of this market especially in the consumer buying behavior context.

So what does it mean to the marketer of a liquid dishwash product. From my understanding of this product form, liquid dishwash liquid is targeting the middle and upper strata of the society. In the urban markets , there is a chance that the households get the help of the maid servant.

In these homes, homemakers oblige to the demands of the maid servant because they want to get things done. More over there is a perception that maid servants will waste the dishwash liquid. As far as the maid servant is concerned, they are famliar with the dishwash cake and does not want to change.

It is a difficult take for the marketers to influence the influencers/users. Brand managers first has to decide whether it makes sense to target these influencers. Second is to try and communicate with these influencers.
A classic case of such strategy is that of Scotch Brite which tried to reach these housemaids by organizing events and training programs. But does it make economic sense to organize such events on a national scale ?

This type of situations warrant different strategies for these different consumer roles. Marketers of paints, automobile batteries, tires , sanitary wares handle these influencers by having campaigns specifically targeting these members. For example , paint marketers organize special events and sales promotion activities for the painters and architects. Automobile marketers also try to influence the workshops to support their brands.


Dishwash liquids have then a difficult task ahead .
First it has to convince the homemaker that liquid form is better than the cake form. Second it has to influence the housemaids to use this product and not to reject it. Proper use of liquid diswash is essential to maintain the value proposition. Liquid dishwash products are concentrates and if the maid uses more liquid, then the product will no longer be economically viable for the homemaker.

Red Bull : It Gives You Wiings

Brand : Red Bull
Company : Red Bull Gmbh

Brand Analysis Count : 342

Red Bull can be called as a pioneer in the energy drink category worldwide. In India too, Red Bull was the brand that created the energy drink category.

Red Bull is a highly successful branding story. The brand came into existence in 1984. The brand was created by an Austrian professional turned businessman Mr Dietrich Mateschitz. The story goes like this.

The original inventor of Red Bull energy drink is said to be Chaleo Voovidhya, a Thai businessman . In 1962 he created a drink named Krating Daeng ( meaning Red Bull in Thai). In 1982 when Mr Dietrich visited Thailand, he came across this product which helped him to tide over the jetlag very quickly. Impressed by the product efficacy, Dietrich decided to take this product to Europe. He started Red Bull Gmbh with equity participation from Chaleo Voovidhya.

By the year 1987, Red Bull achieved a cult brand status across Europe and America.

The brand came to India in 2003. Although the brand has been keeping a low profile compared to the Cola majors , Red Bull has created a category of energy drinks in the Indian market. According to Economic Times ( 30.05.08) the energy drink market in India is estimated to be around 100 crore. The market now has two main players Red Bull and Power Horse.

Energy Drinks are not much popular in India or it can be said that this product is used mostly by sport persons hence a niche. So far the use of these kind of drinks has not percolated to the mass market.

From my childhood experiences, I used to take either fruit juices or products like Glucose powders ( Glucon-D ) to energize my self after playing.

The energy drink broadly comes under the category of functional drinks which is a bigger market estimated to be around Rs 543 crores.

Red Bull globally is known for buzz marketing. It is a brand which has built its equity through careful below the line marketing. During the initial launch time, Red Bull used to invest heavily in buzz marketing .
Some of the famous marketing strategy adopted by Red Bull is given below :

Student Brand Managers : The brand tried to reach the trend setters and opinion leaders by appointing ( informal agreement ) student brand managers across campuses. These members were given free Red Bull cans and was encouraged to organize parties for other youngsters.

Identify Hot Spots : The brand identified hot spots where the majority of consumers /opinion leaders gather. This could be a bar or a party area. Once these hotspots are identified, the brand campaigns in that spot.

Extreme Sports : Red Bull is adopted following brand qualities : Energy , Danger and Youthfulness. Hence the brand chose to sponsor or associate with extreme sports. At one point of time the brand also owned a Formula 1 racing team.

Athletes : Rather than roping in expensive celebrities, Red Bull sponsors high performing athletes who are not celebrities. One advantage of doing that is that the brand gets a highly dedicated brand loyalist from the fans of these athletes. According to Forbes Magazine, Red Bull sponsors more than 500 athletes.

Quirky Ads : Red Bull is a brand which was built without depending too much on advertising. The brand used advertising for reinforce brand identity rather than for selling the product. The ads of Red Bull has the classical cartoon format with a touch of humor.

Red Bull has the famous slogan " Red Bull gives you wiings ". The ads are revolving round this theme of the brand giving a high. One fact is that Red Bull need not do much of a product advertisements because the brand was confident that once the customer tries the product, he will start understanding the benefits of this product.

In India which is a market which is characterized by heavy duty advertisements, high profile celebrity endorsements and mouth watering sales promotions, Red Bull has managed to take the different route.
Since the launch the brand has managed to dominate the Indian market with more than 60 % market share . The popularity of Red Bull has prompted many cola majors to launch their energy drinks brand in India. There are news reports of Coca Cola and Pepsi bringing their global brands in this category into the Indian market.

Despite the success of Red Bull and Power Horse, there are stumbling blocks in the development of this category . The main issue is regarding the perception of consumers towards this category.

I always viewed this type of drinks with suspicion. Frankly speaking I had a perception that this energy drinks are associated with alcohol ( it was a perception). I was surprised to find that these products are targeted towards youth.And these products are more found in pubs and bars which further reinforced the perception that these drinks have parity with products like beer.

In the European markets, the consumption of beer and alcoholic beverages are not a taboo. Its a part of ones social life. But in India, the culture is different. The consumption of these beverages are not considered a part of social living. There are restrictions in consumption and availability of these beverages.

Red Bull is marketed heavily through pubs and bars across the western markets. But in India , Red Bull should keep away from associating itself with these kind of beverages. Because such an association will repel many customers especially ladies.

Having said that, this category also offers excellent growth potential also provided the brand rationalizes the price. The price of energy drinks vary between Rs70-95 per can which can restrict the frequency of purchase of this product.

Market Statistics : Volume 5

Here is some of the interesting market statistics sourced from some leading business dailies and magazines .

Market size of Indian Egg Market : Rs 10,000 crores source : Economic Times ( ET) July 26 2008

Total Mobile users in India : 270 million Source :ET 24 June 2008

Mobile Ad market size : Rs 40 crore Source : ET 24 June 2008

Courier Market Size : Rs 5000 crore. Source : ET 26 June 2008

Indian mobile handset market size : Rs 15,000 crore Source ; ET 26 July 2008

Indian Taxi business market size : Rs 9000 crore Source : ET 23 June 2008

Number of Taxis in Indian roads : Approximately 2,35,000 Source :ET 23 June 2008

Number of electric scooters in Indian roads : 1.10 lakh Source : ET 23 June 2008

Kid's Apparel Market in India : Rs 27,000 crore.

Organized Kids apparel market : Rs 500 crore source : Business Line

Indian stationary market size : Rs 9000 crore Source : Business Line July 31 2008

Notebook ( paper) market size : Rs 3000 crore Source : Business Line July 31 2008

Home Interior market size : $ 9 billion

Magazine Advertising market size : $ 302 million Source : Business Line July 31 2008

Indian Wine Market : 1 mn cases Source :Economic Times

Pencil Market size in India : Rs 400 crore Source : Business Line 31 July 2008

Printer and Copier Market size : Rs 1800 crore Source : Business Line 31 July 2008

Wedding Management Industry Market size : Rs 400 crore Source : ET July 31 2008

Uniform Industry market size : Rs 10,000 crore Source ET 31 July 2008