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Tweeter

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Tweeter etc.

Situación del caso

- Fecha: 16 de Agosto de 1996. - Tweeter es una pequeña tienda de electrónica de gama alta en Nueva Inglaterra. - Evolución de la compañía por años:

1991: 13 establecimientos / ventas 35 millones USD 1993: 14 establecimientos / ventas 40 millones USD 1996: 21 establecimientos / ventas estimadas 82 millones USD

- Aplica desde 1993 la estrategia comercial de “Protección Automática de Precios” (APP), que consiste en revisar la prensa local y devolver automáticamente por correo la diferencia a los clientes que en los últimos 30 días hubieran comprado un artículo y apareciera en la prensa anunciado por la competencia más barato.

Suceden dos acontecimientos importantes que preocupan a Tweeter:

1) El 16 de Mayo de 1996 Tweeter adquiere una participación mayoritaria en Bryn Mawr Stereo (BMS), situada fuera de Nueva Inglaterra. BMS había aplicado en 1995, a instancias de Tweeter, la APP sin el éxito obtenido por Tweeter.
2) El 16 de Junio de 1996 The Wiz abre una tienda de electrónica de 50.000 pies en Boston, zona de Tweeter, siendo la segunda tienda de las diez que tiene planificadas en Nueva Inglaterra y la primera de el área metropolitana de Boston. The Wiz es una tienda económica, es decir, de bajos precios.

Mercado de electrónica en USA

Ventas en fábrica

- Año 1995: 30.000 millones USD, en los últimos 10 años las ventas han crecido a una tasa compuesta del 5,6%. - Año 1996: 31.914 millones USD (+6,38% con respecto a 1995). - Previsión de crecimiento similar hasta 1998.

Ventas minoristas

- Margen del 30%. - Año 1995: 39.000 millones USD

Mercado de electrónica en Nueva Inglaterra

- Población: 13,2 millones. - 5% del mercado americano de electrónica de consumo. - Ventas 1995: 1.500 millones USD - Cuotas de mercado por establecimientos:

o Tweeter con 21 establecimientos tiene el 3,6% (+0,9 puntos porcentuales año anterior) y es líder en su canal (comercios especializados). o Lechmere con 28 establecimientos tiene el 35% y es líder en el mercado y, obviamente, es el canal superalmacenes. o Circuit City con 21 establecimientos tienen el 19% y el es segundo en el mercado y en su canal, superalmacenes. o Cambridge Soundmarks con 23 establecimientos tiene el 0,6% y es el segundo en el canal de Tweeter, comercios especializados. Sus ventas en 1995 ascienden a 26,9 millones USD con un gran crecimiento en ventas y número de establecimientos.

Canales de distribución

Los artículos de electrónica se distribuían a través de varios canales bien diferenciados:

➢ Comercios especializados: entre estos están Tweeter y Bryn Mawr. ➢ Superalmacenes de electrónica y electrodomésticos: Circuit City y The Wiz. ➢ Hipermercados: Wal Mart. ➢ Clubes de mayoristas: Sam´s Club. ➢ Grandes almacenes: Macy´s. ➢ Venta por correo: Sound City.

Los dos primeros, es decir, Comercios especializados y Superalmacenes son los principales que dominan el mercado.

Análisis de Tweeter

- Filosofía empresarial: compromiso con el valor, calidad y servicio. - Participa en un consorcio de compradores, entre todos aglutinan ventas por 1.000 millones USD, para obtener precios comparables a sus mayores competidores. - En un mercado en el que los clientes tienen una gran sensibilidad al precio, estos veían a Tweeter como un establecimiento más especializado y caro que Lechmere y los otros minoristas de Nueva Inglaterra. - Los clientes veían a Tweeter con un alto nivel de servicio aunque a precios más altos, clientes que en general están menos dispuestos a pagar un precio alto. - Existen cuatro tipos de consumidores:

o Clientes de gama básica: su objetivo es comprar artículos más baratos. o Cazador de precios: buscan la mejor “ganga” más que precios bajos. o Cliente cómodo: comprar todo en el mismo establecimiento. o Cliente calidad/servicio: el precio está en segundo término.

- Estos últimos son el 10% del total de consumidores. - El 70% de los clientes de Tweeter son estos últimos, es decir, buscan calidad/servicio.

Nueva triple estrategia de Tweeter a partir del 16 de Agosto de 1993

1) Eliminar el uso de rebajas: su propuesta comercial es producto de gran calidad y excelente servicio al cliente. Eliminan las rebajas de fin de semana e inician la estrategia de “buen precio cada día”.
2) Puesta en marcha la “Protección Automática de Precios”: a. Lechner, Circuit City: devolución 110% de la diferencia en 30 días. b. Tweeter: devolución 100% de la diferencia en 30 días; 3.000-4.000USD al mes = 42.000USD anuales (09,% de las ventas). En el mercado el 5% de los clientes reclamaban la devolución. Tweeter lo devolvía automáticamente en artículos de precio superior a 50USD.
3) Cambio en la estrategia comercial: pasan de anuncios en prensa a anuncios en TV y Radio, catálogos y envíos directos por correo. El presupuesto de marketing es el 8% de las ventas brutas. Pasan de anuncios en prensa centrados en las rebajas a TV y Radio que remarcan la competitividad de los precios y la “APP”. Además, editan la guía del comprador dirigida a 325.000 personas, de las que 270.000 eran compradores anteriores.

En 1995, los resultados acumulados de la “APP” es:

- 29.526 cheques enviados. - 780.000USD devueltos: 1,10% de las ventas acumuladas en ese periodo. - En al año 1995: devolución de 442.935USD (ventas 1995: 70.305 millones USD, 0,63% de las ventas).

En las encuestas se ve claramente que el público, en general, no conoce la estrategia “APP” y no queda claro que los precios de Tweeter son los más bajos.

La compra de Bryn Mawr

- Es una cadena electrónica de consumo, establecida en Filadelfia (Pensilvania). - Comercializa productos de gama alta y da buen servicio al cliente. - Ventas 1996: 35 millones USD. - Tiene 13 establecimientos. - Sin embargo, pone en marcha la estrategia “APP” igual que Tweeter, aunque no con buenos resultados.

Llegada de The Wiz a Nueva Inglaterra

- En el verano de 1996 se produce la entrada de The Wiz en Boston. - Tiene como proyecto abrir 10 establecimientos en esta zona. - Ventas 1994: 900 millones USD. - Tiene más de 50 establecimientos. - Es la tercera cadena en USA de establecimientos electrónicos de consumo. - Lleva a cabo grandes campañas de marketing con precios de saldo. - Ofrece buen servicio al cliente. - Programa de protección de precios: 110% de la diferencia en 30 días.

Cuestiones

¿De qué posición competitiva gozaba Tweeter antes de 1993?. ¿Qué juicio merecen los cambios introducidos a partir de entonces?.

Antes de 1993, Tweeter estaba en una complicada situación descrita anteriormente, con gran competencia en su segmento de mercado por las ofertas de sus competidores.

A mi juicio, los cambios introducidos son muy positivos y hacen que la compañía tenga un fuerte crecimiento de sus ventas y en el número de establecimientos.

¿Cuáles son los objetivos de la política de protección automática de precios?. ¿Cuáles ha sido sus resultados?.

El objetivo de la APP es ofrecer siempre el precio más bajo, no a través de ofertas ya que sus competidores son más agresivos en este tipo de acciones, sino devolviendo de forma automática la diferencia de precios.

Los resultados han sido muy buenos en cuanto al crecimiento en las ventas. Sin embargo, las encuestas indican que los clientes no perciben bien los beneficios de esta campaña y siguen viendo a Tweeter como las más cara del mercado, cuando en realidad es la más barata.

¿Cuáles son los retos competitivos de Tweeter en agosto de 1996?. ¿Hay que seguir o abandonar la APP?.

Ya están descritos anteriormente.

Considero que no debe abandonar la estrategia APP que tan buenos resultados le ha dado. Tweeter se dirige a un tipo de cliente de clase media alta, que busca calidad, servicio y, finalmente, “gangas”.

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