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Work Marketing

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Gestão de Actividades Turísticas
Marketing Turístico
Introdução

Maria Sarmento

Sumário






O que é o marketing?
Definições e conceitos de marketing
O conceito de valor no turismo
A evolução do marketing
Orientação de marketing

Marketing…

Influenciar o comportamento humano
Conquistar clientes
Fidelizar clientes
Prometer e cumprir…

Ideias erradas acerca do Marketing…
• Publicidade
• Vendas
• Forçar as pessoas a comprar coisas desnecessárias • Enganar o consumidor

Prometer e não cumprir…

O que é o marketing?
Algumas definições

Marketing é uma actividade humana, dirigida a satisfazer necessidades e desejos através do processo de trocas.
Marketing é a análise, organização, planeamento e controlo das actividades e recursos da empresa com o objectivo de satisfazer as necessidades e desejos de grupos de consumidores escolhidos, para obtenção de lucro.
(Philip Kotler, 1967)

O que é o marketing?
Algumas definições

“O marketing é uma função organizacional e um conjunto de processos para criar, comunicar e entregar valor aos clientes e para gerir relações com os clientes de forma a beneficiar a organização e os seus stakeholders.”
(Associação Americana de Marketing, 2004)

“Marketing is the activity, set of institutions, and processes for creating,communicating, delivering, and exchanging offerings that have value for customers, clients, partners, and society at large.”
(American Marketing Association, 2007)

O que é o marketing?
Filosofia de Gestão

Processo de Gestão

Filosofia
Princípios

Métodos

Técnicas

Explorando as definições:
 Marketing consiste em actividades
 Marketing é desempenhado por indivíduos e organizações  Marketing facilita relações de troca satisfatórias
 Marketing acontece num ambiente dinâmico
 Marketing envolve produtos, distribuição, promoção, preço (e + 3 “p’s” nos serviços)

 Marketing concentra-se em mercadorias, serviços e ideias A importância do marketing
As actividades de marketing são utilizadas em muitas organizações  As actividades de marketing são importantes para as empresas e para a economia

 O marketing contribui para o estudo do consumidor
Os custos do marketing absorvem uma fatia relevante dos rendimentos dos compradores
 Performance das empresas
 A empresa atinge o lucro através da satisfação do cliente O que é o marketing?

Importância do VALOR em Marketing

“Customers do not buy goods or services; they buy something that they perceive to be of value for them”
(Gummesson, 2008)

O que é o marketing?

Valor

É a diferença entre os benefícios que o cliente obtém pela posse ou utilização do produto/serviço e os custos de obtenção desse produto ou serviço

Custos podem ser monetários ou não monetários
Exemplo:
Na área do turismo, a espera em filas na recepção de um hotel é um custo não monetário com VALOR para o cliente. O que é o marketing?

1

Necessidade de conhecer os clientes e perceber o que tem VALOR para eles

2

Necessidade de gerir as expectativas dos clientes

O que é o marketing?

Customer
Value

Customer
Satisfaction

Customer
Expectations

(Kotler et al., 2014)

Evolução do conceito de marketing

A era da produção – finais do século XIX – anos 20
A era das vendas – 20/30
A era do marketing - 50

A era do marketing social (marketing societal)
A era do marketing de relacionamentos
(marketing relacional)

Evolução do conceito de marketing

A era da produção – finais do século XIX – anos 20

Orientação: Produção
Ponto de partida: Empresa

Ênfase/Focus: Produtos
Métodos: Preços Baixos e Eficiência Produtiva
Objectivos: Lucros, via alto volume de vendas
Chega-se a uma fase em que é difícil escoar os produtos, as empresas vão aperfeiçor os métodos e técnicas de vendas, entrando na era das vendas.

Evolução do conceito de marketing

A era das vendas – 20/30

Orientação: Vendas
Ponto de partida: Empresa

Ênfase/Focus: Necessidade Venda
Métodos: Actividades de Venda e Promoção
Objectivos: Lucros, via alto volume de vendas
Nesta fase as empresas percebem que o ponto de partida deve ser o mercado
(o que ele quer). A ênfase deverá estar no cliente.

Evolução do conceito de marketing

A era do marketing – 50

Orientação: Marketing
Ponto de partida: Mercado

Ênfase/Focus: Necessidades do cliente
Métodos: Marketing integrado
Objectivos: Lucros, via satisfação do cliente
A empresa procura utilizar técnicas para abordar o mercado …

Evolução do conceito de marketing
Composto de marketing - marketing mix

É uma forma de abordar o mercado
(clientes e potenciais clientes)
Produto
Promoção (ou comunicação)

4 P’s

Falar do conceito de marketing implica falar no composto de marketing. Por vezes as Pessoas constituem o próprio
“produto” (5º P)

Preço
Distribuição (Place)
Nos serviços, o composto de marketing é mais completo…

Evolução do conceito de marketing
Composto de marketing - marketing mix

4 P’s

No início da década de 60, Jerome McCarthy apresentou o conceito dos
4P’s: Product (Produto), Price (Preço), Place (Lugar ou Ponto de Venda) e Promotion (Promoção), numa tentativa de caracterizar e simplificar a noção de marketing.
Os 4P’s (marketing mix) foram introduzidos como quatro variáveis básicas que compunham a estratégia de mercado da empresa (nos serviços não nos “ficamos” pelos 4Ps …).
Grande parte das instituições, sejam elas com ou sem fins lucrativos, têm nos 4Ps a sua base de interacção com o mercado, sendo estes quatro aspectos fundamentais para o sucesso de qualquer organização.
É a operacionalização de uma estratégia. Devem ser coerentes entre si.

Evolução do conceito de marketing
A era do marketing socialmente responsável

Orientação: Marketing Societal

Ponto de partida: Mercado
Ênfase/Focus: Necessidades sociais
Métodos: Marketing integrado e socialmente responsável
Objectivos: Lucros, via satisfação do cliente com orientação de responsabilidade social ex: produzir bens que não façam mal ao ambiente, promoção do bem-estar, sacos plásticos reutilizáveis.
20

marketing socialmente responsável

Evolução do conceito de marketing
A era do marketing de relacionamentos

Relacionado com a fidelização
Mais importante do que ter novos clientes é saber que eles vão continuar connosco no futuro Permite acomodar o produto ao consumidor
O custo de cativar novos clientes é superior do que assegurar que os nossos clientes continuam connosco.

22

Evolução do conceito de marketing
Tem a ver com o relacionamento de longo prazo com o cliente.

Pretende-se aumentar a rentabilidade do cliente, fidelizando-o.

O detalhe faz a diferença. A actividade das empresas é muito influenciada pela tecnologia mas, acima de tudo, pela concorrência.
Word of Mouth

23

Evolução do conceito de marketing

24

Um episódio:
Um cliente chegou a um restaurante antes da hora de encerramento e foi recebido com um “o que deseja?” por parte do

empregado. O cliente afirmou que gostaria de jantar e com uma voz seca foi informado que o restaurante estava fechado. O cliente mostrou ao funcionário o cartão da porta que indicava as 21h como hora de encerramento, sendo que ainda estava dentro desse tempo.
O funcionário respondeu: “Sim, mas enquanto o sirvo já serão 21h e aí já estaremos fechados”.
O cliente saiu, dirigiu-se a outro restaurante perto e nunca mais voltou ao primeiro restaurante.

25

O Marketing…
Market + ing (mercado em movimento) tem aplicações a diversos sectores de actividade … aplica-se a nível político, social, às empresas sem fins lucrativos, às pessoas (marketing pessoal) … tem uma esfera de actuação muito abrangente (abrange, hoje, áreas que antes não eram abrangidas pelo marketing) …

dificilmente pode ser definido de uma forma universal
(não existe uma definição única e universal) …

é muito mais do que (simples) publicidade !!! …

O Marketing…

São actividades individuais e organizacionais, que facilitam relações de troca satisfatórias, num ambiente dinâmico, através da criação, distribuição, promoção, preços de produtos, serviços e ideias.
Tem a ver com as necessidades de troca. ex: as organizações vão criar algo que o cliente vai dar valor e vai desejar.
Melhora a postura do consumidor (o consumidor passa a ter um papel mais crítico).
Aplica-se às organizações sem fins lucrativos
(a performance avalia-se pela adesão das pessoas, p.ex. uma campanha para devolver medicamentos estragados).

Aspectos-chave numa definição de marketing Satisfação dos consumidores
Identificar / maximizar oportunidades de mercado
Direccionar a actividade aos clientes certos
(p.ex. telemóveis, uns para crianças outros para empresários)

Facilitar as relações de troca

(distribuição é muito importante, é ela que escoa o produto e lida com o cliente)

Estar à frente em “ambientes dinâmicos”
(o mercado evolui, a tecnologia e a cultura também)

Aspectos-chave numa definição de marketing Ser melhor do que a concorrência

Utilizar os recursos / os activos de um modo eficaz

Aumentar (ou manter) a quota de mercado nos mercados-chave Melhorar os lucros

(apesar de existir marketing nas empresas sem fins lucrativos)

Acrescentar valor
Ponto de partida é o mercado (é o exterior)

. Como eu definia marketing antes e como o defino agora?
Depois (com a aula)

Antes (pelos alunos)
Publicidade

Fomentar o consumo
A arte de enganar
Imagem

Publicidade é apenas um aspecto do marketing

Ponto de partida é a satisfação do consumidor
Começa muito antes da
Produção (olhar o mercado) Envolve ferramentas que permitem gerir o marketing

Questões para reflexão

1. Porque se deve estudar marketing?
2. O conceito de marketing tem a ver com a orientação para o consumidor, é a filosofia de gestão de uma empresa. Tinha essa consciência?
3. Os elementos do marketing mix são muitas vezes denominados de variáveis. Porquê? Quais são essas variáveis?

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