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市场沟通与品牌经营
苗 杰

引 言
1、市场沟通的主要形式:广告、公关等。本课 程从企业最重要的沟通形式——广告切入。 2、研究角度——从企业的角度,结合企业的品牌 管理和战略、主要以消费品为案例,讨论有关 基本原理 3、广告所涉及的主要领域包括:市场(重点讨 论)、传播和广告艺术 4、目前我国广告水平问题 5、参考书

参考书目
1、《定位》、《营销战》 [美]艾.里斯、特 劳特著 中国财政经济出版社 2002年 2《克莱普纳广告学教程》(第17版)
[美]W.Ronald Lane等 清华大学出版社 2008年

3、《一个广告人的自白》[美]大卫-奥格威著 中国友谊出版公司 1992年 4、《怎样创作广告》 [美]汤-狄龙著 中国友谊出版公司 1991年

第一讲、市场沟通的目的
有序市场与无序市场问题

有序市场现象
1. 在一定的地理范围内,当涉及某 一消费领域时,在绝大部分消费 者头脑中有几乎相同的品牌排序。 2. 在市场占有率上,第一被想到的 品牌占40%-50%,在其他名次上, 有近似成倍递减的特点。

品牌排序
1、首先被想到的品牌 2、其次被想到的品牌 3、第三被想到的品牌 4、第四位 5、第五位 6、第六位

市场占有率
40 - 50 % 20 - 25 % 10 - 12 % 5 2 1 - 6 - 3 - 2 % % %

有序市场的基本特点
有序市场的一个重要 特点是:一旦形成就具有 相对的稳定性。
1. 它建立了很高的进入门槛, 市场机会相对小,当市场条 件不具备的情况下,这个市 场几乎不可能再创“名牌”。 2. 这个市场很少打价格战。

有序市场稳定性产生的原因探讨

• 营销应该首先面“谁”? • 消费者?竞争者?

营销的四种基本战略
• 进攻战略 • 防御战略 • 侧翼进攻战略 • 游击战略 胜负取决于实力

由于领导者品牌处于防御地位, 所以它可以战胜实力相当或实力 更强的品牌。

无序市场现象
1. 在绝大部分消费者头脑 中品牌排序有很大差别。 2. 在市场占有率上,每一 个品牌差别不大。

无序市场的基本特点
1. 市场动荡,不断有新品牌进 入,价格战激烈。 2. 市场进入门槛相对较低,有 一定的市场机会,有可能再 创名牌。 3. 具有向有序市场转化的趋势。

成功的广告策划和市场沟通就 是要使一个无序市场成为有序市场, 并使自己成为第一品牌。

第二讲、

广告所涉及的基本问题

一、向谁广告
是任何广告首先要确定的问题
涉 及 到

广告主题的确定 广告媒体的选择 广告的艺术表现

向谁广告的几个基本问题
广告对象并不简单等于企业 的目标市场
1. 2. 3. 4. 商品购买者与使用者经常是不一致的 由商业刺激所形成的购买效果 目标对象和潜在市场(整体与局部) 目标市场的变更将依赖广告

二、广告什么
• 一个也许本来很有“前途”的商品, 可能因为广告问题,从此没有了前 途。

• 广告能为商品塑造一个概念、个性和灵 魂。 • 没有概念,只有知名度的品牌会增加市 场风险。

• 生产企业和广告公司共同努力, 才能生产出一个完整的商品。 • 广告主题的确立必须建立在对市 场认识和理解的基础上;必须建 立在市场调查和科学策划的基础 上。

新闻与广告的区别
• 广告是一种有投入有产出的经济 活动。而新闻对企业来说是没有 投入的,但它是一种有产出的市 场信息沟通活动。

• 搞清什么是新闻,才能充分利用这 种沟通手段。 • 利用新闻进行市场沟通应注意的问 题:
1、寻求公众关注的问题 2、真实可信 3、千万不要成为新闻焦点或新闻中心

三、怎么广告
• 使正确的东西变成容易被接受的东 西;把广告主题艺术化。

广告艺术属于实用艺术; 具有不同于纯艺术的特殊性
• • 纯艺术属于上层建筑,实用艺术是为经济基 础服务的。 纯艺术是艺术家有感而发,广告艺术必须首 先体会消费者的感觉。因此,它更类似表演 艺术或指挥艺术。

1. 广告艺术的基本特点
1) 必须站在广告对象的立场看问题 2) 在被动和短暂的时间内进行说服 3) 把抽象的变成形象的

2. 广告信息的构成
直接信息和间接信息问题

四、什么时间广告
广告时间也直 接影响到一个产品 的前途!

第三讲、广告主题策划
广告主题所要解决的最重要问 题是产品的“卖点”问题。它所要 回答的核心问题是:消费者为什么 买我生产的产品,而不是其他同类 产品或替代品。

几种与市场发展不同时期相适应 的广告方法

第一阶段 商品+好话+美人=广告

品牌被购买的阶段
1. 知名度和熟悉感 2. 认知——差异化、定位、购买理由、 价格、 3. 联想——购买理由、感受、比较和延 伸 4. 首选(首先想到) 5. 忠诚——支配(唯一可选)、放心和 满意

第二阶段 以商品特点和优点作为广 告主题的思想与方法。

步骤一:商品分析

1、商品的原副材料
• • • • • • 原料的产地。 选用了什么原料。 原材料的品质。 原料的历史与起源。 原材料有什么专利。 品质检验、筛选。

• 其它等。

2、商品的制造过程
• 制造方法及特点介绍。 • 使用的机器设备。 • 工人与技术人员水平。 • 制造方法的发明。使用了某种专利。 • 制造环境。 • 制造过程中的品质保证。 • 其它等

3、企业的实力和特点
• • • • • 企业的历史。 企业规模。 企业的价值观、理念。 企业的领导人和背景等。 其它:企业的位置等。

4、商品的使用价值
• • • • • • • • 产品的感观效用。 各种用途和用法。 使用成绩。 用户的阶层和社会构成。 名人广告问题。 使用中的方便和乐趣。 品质保险、服务及维修。 包装方面的特点等。

5、商品的价格
• 价格低于同类产品 • 价格与市场价持平 • 价格高于同类产品

商品分析(步骤二)
• 对商品的优点和特点进行排 队 • 确定主要主题和副主题

各类商品特点关心程度排序
商品种类
高档耐用 品 专用商品 日用品 礼品 食品 流行商品

1 质量 质量 用途 价格 卫生 外观

商 品特点排 序 2 3 4 外观 功能 维修条件 用途 价格 外观 口味 价格 功能 外观 用途 价格 质量 维修条件 质量 外观

5 价格 价格

这种方法的过时和局限
• 经济发展使商品之间的差异越 来越小,个别差异已不能形成 购买的依据 • 靠商品差异已不足以相互区分

今 天
这种方法的 适用性

• 对于经济不发达、消费水平 不高的国家与地区和人群。 • 对于理性消费者。 • 生产资料和专用产品的广告, 一般仍应以商品的优点和特 点作为主题。 • 即使在发达国家,有很多商 品仍需用这种方法来确定主 题。 • 它是其他方法的基础。

第三阶段
当商品客观没有差异时,商 品之间就无法竞争了。这时,必 须从主观上制造和形成差异。

• 美国市场营销协会对品牌的定义:品牌是 一个名称、术语、标志、符号或设计,或 是它们的组合运用,其目的是借以辨认某 个或某群销售者的产品或服务,并使之同 竞争对手的产品和服务区别开来。 • 菲利浦·科特勒把品牌定义为:品牌是一个 名字、术语、标志、符号或图案,或者是 他们的组合,用以识别某个或某群销售者 的产品或服务。

品牌问题的提出
• 品牌的首要功能是区分商品 • 只有当消费者对某一品牌产生“喜 欢”、“信任”、以及偏好时他才 可能产生购买 • 这构成了以企业形象和品牌形象作 为广告主题的基本思想。

第四讲、企业形象和品牌形象

1. 企业和品牌形象的基本特征 2. CIS理论与方法的产生与发展 3. 企业形象与企业文化问题 4. CIS 的基本内容

• 某一事物的所谓“形象”,一般是 指人们对某一事物因概念、感觉、 想法、印象,评价产生的综合结果。

1、形象的客观性特点
• 企业形象是一种客观存在 • 人造系统应主动地树立形象

2、形象的主观性特点
1. 形象要受人们认识程度的影响 2. 形象要受人们不同观点的影响 3. 个性与公众性的融合 4. 在一定时间、地点和条件下,形象 存在着共性

个性与公众性的关系示意图
特定个体1

某 特 定 事 物

特定个体2

特定个体3

4、5 ……

相 互 影 响 与 融 和

综 合 印 象 和 评 价

公 众 舆 论

3、形象是过去的
• 形象是人们对过去的评价 • 识别是未来的

4、形象的本质特征
形象的“本质”就是”深 信不疑”。 形象——作为人们主观的产物,它 产生于对形象主体的认识,又相对 独立于形象主体。 良好的开端是成功的一半

5、形象的“战略”性特点
• 要树立一个“好”的形象需要很长时间 • 形象具有“脆弱性” • 形象形成的战略过程

企业形象与理想形象、实际情况 的关系示意图

自我设计的 理想形象

人们所认 识的企业 形象

企业的实 际情况

形象稳定性示意图
差 距 理想的形象 受广告、公关等影响 被认识的形象

受实际情况的影响

企业的实际情况 时间

企业力构成
形象力

企业力
商品力 销售力









品牌形象是在竞争中的一种产品或服 务差异化的含义的联想的集合。 产品或服务自身的形象 产品或服务提供者的形象 使用者的形象

品牌形象的构成
• 有形内容:又称为“品牌的功能性”,就是品牌产 品或服务能满足其功能性需求的能力。这是最基本 的,是生成形象的基础。人们一接触品牌,便可以 马上将其功能性特征与品牌形象有机结合起来,形 成感性的认识。 • 无形内容:主要指品牌的独特魅力,是营销赋予品 牌的,并为消费者感知,接受的个性特征。随着社 会经济的发展,商品丰富,人们生活质量提高,人 们也把要求转向商品带来的无形感受。无形内容主 要反映了人们的情感,显示了人们的身份、地位、 心理等个性化要求。

品牌形象要素
• 1. 品牌知名度 • 品牌知名度是指品牌被公众知晓的程度,是评价品牌形象 的量化指标。考察知名度可以从三个不同角度进行,即:公众 知名度、行业知名度、目标受众知名度。 所谓品牌的公众知名度,是指品牌在整个社会公众中的知 晓率。 所谓行业知名度是品牌在相关行业的知晓率或影响力。 所谓目标受众知名度是指品牌在目标顾客中的影响力。

• • •

2. 品牌美誉度 :品牌美誉度是指品牌获得公众 信任、支持和赞许的程度。对美誉度的考察也 可从公众美誉度、行业美誉度、目标受众美誉 度三个方面研究。品牌美誉度反映出品牌对社 会影响的好坏。 3. 品牌反映度 :品牌反映度指品牌引起公众感 知的反映程度。主要表现在人们对一品牌的瞬 间反映。 4. 品牌注意度 :品牌注意度指品牌引起公众注 意的能力,主要指品牌在与公众接触时的引人 注目程度。 5. 品牌认知度 :品牌认知度指品牌被公众认识、 再现的程度,某种意义上是指品牌特征,功能 等被消费者了解的程度。

6. 品牌美丽度 :品牌美丽度指品牌从视觉的心 理上对人的冲击能否给人以美的享受。 7. 品牌传播度 :品牌传播是指品牌传播的穿透 力,主要讨论品牌的传播影响。 8. 品牌忠诚度 :品牌忠诚度主要指公众对品牌 产品使用的选择程度。 9. 品牌追随度 :品牌追随度主要指品牌使用者 能否随品牌变迁而追随品牌,是比品牌忠诚度 更进一步的要求。 • 品牌形象的评判常采用市场调研的方法实现, 在实际工作中不可能九度俱全,应选择几个以 上的指标进行综合评价。

产品和服务的成功更 多是因为品牌形象的象征 意义,而不是物理特点和 功能。

提炼品牌的核心价值

理性价值:品牌相关产品或服务所 能解决的消费者最根本需求的价值; 商品的质量、性能和特点。

感性价值:消费者在消费品牌相关的 产品或服务过程所表现出来的感受; 社会的:财富、阶层、信念 文化的:价值观、个性、品位、格调、 生活方式和消费模式 个性价值:通过品牌联想,品牌给消 费者所能带来的个性表达或内心情感的外 在体现。

品牌形象管理
1、利用好广告 在产品同质化程度日益严重的今天,无 形内容的传播广告应该是最直接、最见效 的武器了。广告是建立稳定的品牌形象的 关键,每一则广告都应该被看成是对品牌 形象这种复杂现象在做贡献。

2、创新——使品牌形象永葆青春 对老品牌尤其重要。不断进行创新追求, 增强品牌形象免疫力,才能江山稳坐。 3、品牌延伸方向与品牌形象一致 4、慎选形象代言人 1)仅此一家 2)社会形象 3)要与产品有密切关联性 4)名人是绿叶,而非红花

5、谨防“后院起火” 品牌问题出现时,最大限度地减小品牌形 象的影响 1) 诚实为本。 2) 加强社区沟通。 3) 倾心公益。 4)积极与新闻媒体对话。 企业平时应积极加强与媒体的携手合作,既 可为新闻界提供信息来源,加强与媒体的 沟通,又可侧面宣传企业形象,进而巩固 品牌形象。

6、给品牌加点“文化” 商品是精神文化的载体,精神文化是品牌 形象合理生存下去的关键。 7、品牌形象与形象定位动起来 在同质化严重的今天,单一、准确、清晰 的品牌联想对消费者具有重要导向作用, 这个单一、准确、清晰的品牌联想来源于 企业所传达的简单、有利的讯息,即企业 对品牌定位所持的态度。

8、认真设计品牌的符号系统
每一符号要素对品牌形象都有影响,经过优化组 合后形成的识别系统对整体品牌形象极其重要。

9、服务为品牌形象插上翅膀
销售并非企业在市场上的终端行为,服务也不是 企业市场行为的终结者,企业的整个市场行为是 一种良性循环。

10、把线放长点
克莱斯勒:“我们要发展他们对某种汽车的品牌 忠诚,在学生具备购买汽车能力之前就加以培 养。”

CIS 的基本内容
• CIS是英语 Corporate Identity System的缩写。 其中Corporate中文的意思是企业;Identity 中文意思为“同一、认同、身份或真面 目”; System为系统。CIS的关键字是 Identity和System;我们通常直译为“识别 系统”。

企业识别系统结构图
MI(Mind Identity )理念识别
最高层次;导入企业识别系统的原动力和基础

BI(Behavior Identity)

行为识别
动态的识别:对外表现、参与、活 动。对内组织、管理、教育

VI(Visual Identity)视觉识别 静态的识别:视觉化的传达形式。项目最多, 层次最广、效果直接

CIS的操作难点

• 理念识别雷同化、抽象化、 口号化和形式化 • 企业文化与企业理念

CIS 的操作思路
• 关于视觉识别先行的问题 • 理念问题从企业战略开始做起的思想 • CIS不能完全替代企业形象和品牌形象, 形象问题还是企业“内功”问题。

在企业实践中证明有效的

形象识别的新要素

声音识别

Audio Identity

1、音乐 主题音乐、广告识别音乐及扩展 2、语言语调 企业或品牌名称构成的广告语

感觉识别
Identity

Feeling

1、视觉感觉(VI) 2、其他(听觉、味觉、嗅觉等)

企业市场行为识别
1、宣传行为 2、产品行为 3、服务行为 4、价格行为 5、渠道行为 6、销售行为

情感识别

Sensation Identity

1、社会公益活动 2、与顾客互动活动中的印象 3、超感识别

第五讲、广告的品牌定位

以前方法的局限性 从思维方式上看:以前 的方法主要特征是“从里 往外”的思维模式。 现代营销要求“从外往 里”的思维模式。

市场定位与品牌定位
• 品牌定位是指:每一个品牌都要在消费 者的头脑、心理或心目中确定一个位置。 我们也把它叫做心理定位。 • 市场定位是基础,但却是虚拟的。心理 定位是要使它成为现实。 • 营销的前线就是消费者的头脑。营销就 是要把一个品牌植入消费者的头脑。

• 艾·里斯(Al Rise)和 杰克·特劳特(Jack Trout)的品牌定位理论 (参见文献《广告攻心 战》1972年、《定位》 2002年、《营销战》 2002年) • 定位理论是探讨如何使 一个品牌成为领导者品 牌。

艾里斯理论的两个基础
• 人们只看他们所期望看到的事 物。 即:知觉对感觉的影响 • 为了不被复杂生活所压倒,人 们一般对事物都在头脑中排出 一个顺序

要特别注意以下问题
• 品牌延长可能是个陷 阱 • 一味追求质量可能是 个陷阱 • 高科技可能导致找不 到市场位置 • 企业与品牌名称非常 重要

领导品牌的获得
• 市场分析是关键(从市场的 有序性人手) • 市场细分是基础 • 首先创造市场概念是前提

• 广告费用必须一次投足 • 用多种广告表现,重复一个成功的概念

广告主题确定的综合分析
• 面对竞争对手确定战略 • 从战略的角度去策划广告 主题 • 形象是基础 • 进攻战略 • 防御战略 • 侧翼战略 • 游击战略

侧翼战略
• 针对进入有序市场 • 以商品的优点和特点 作为广告和市场沟通 的主题

游击战略
• 主要针对中小企业 • 关键是取得局部优势, 以品牌定位作为主题

第六讲、现代广告所面临的挑战
1. 媒体的无限增加与人们接受能力的 有限形成的矛盾。 2. 广告程序的变化。 3. 企业科学管理对广告的要求。

第七讲、
成功广告表现的基本特征探讨

1. 广告应能立刻引起注意。 2. 能引导人的视线去注意广 告的主要部分。 3. 广告的主要部分必须容易 被记忆。 4. 广告能引起预期的联想和 感觉。

思 考 题
基本格式:

• 试对自己所在企业的品

1、品牌和商品的基本情况。 包括名称、生产厂家、 投放市场时间及其他情 牌和商品;或选择一个 况 自己比较熟悉的商品进 2、广告主题 行广告主题和表现策划。 3、对主题的论证(结合营 销战略) 4、对广告表现的基本要求 和设想

祝各位事业成功! 谢 谢!

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