Creating Customer Journey Maps

Introduction to the Activity

Customer journey mapping is an effective way for students to understand:

  • the overall buying decision process
  • aspects of consumer behavior
  • differences in market segments = by using different brand personas
  • promotion, process, and people marketing mix elements = by considering brandtouch points
  • brand management
  • customer satisfaction loyalty and retention

Structuring Customer Journey Map Exercises

There are … See the full activity...

Price-Place Marketing Sim Game

Marketing Sim Game Teaching Price and Place Concepts

Introduction

This sim game is a variation of the interactive marketing game also available on this website for free download. The game runs on Excel as well, but without the component of physical interaction.

Instead, students make decisions in their teams, which are fed into the sim game template by the instructor, … See the full activity...

Staff Bonuses and Internal Marketing

For this exercise, which is based on a recent media release, you will review Sports Direct (a major UK sports retailer) and the impact of its attractive staff bonus on sales and profitability. But while profits are up, your task is to identify any concerns that they need to manage?

 

ACTIVITY/TASK

SportsDirect.com is a large sporting goods retailer based … See the full activity...

J.C. Penney’s Cost-cutting Transformation

In this mini-case, you will review the efforts of the J.C. Penney department store to more efficiently compete on price, primarily underpinned by a cost-cutting program. But is this the best approach?

 

ACTIVITY/TASK

The J.C. Penney department store chain is currently through a major cost-cutting program, associated with its transformation strategy. The firm’s goal is to cut expenses by … See the full activity...

From Bricks and Mortar to Online Retailing

From Bricks and Mortar to Online Retailing

In this exercise, you need to review the key findings from recognized industry forecasting firm regarding the potential impact of online retailing on traditional shopping centers and retailers. The challenge is to determine the best way forward for these traditional retailers.

 

ACTIVITY/TASK

Traditional shopping centers (shopping malls) are under significant pressure to adapt … See the full activity...

Are these good growth results?

The following food retailer has experienced significant top-level growth over the past few years. But underpinning their results is a significant increase in franchised stores/outlets, so are the results as good as they appear?

 

ACTIVITY/TASK

Here are some top-level financial figures for a food retailer growing primarily through a franchise system:

Year 1

Year 2

Year 3

Year 4

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Franchisor/Franchisee Relationships

The following example highlights some possible franchising practices. As we know, franchising provides much greater chance of business success. Review the following situations – are they ethical or is it a simply a case of ‘buyer beware’ where the potential franchisee should do their due diligence.

 

ACTIVITY/TASK

  1. A large well-known food retailer who continues to sell franchises even though they
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Evaluate their Retail Strategy

This case study outlines the strategic plan for Thompson-Smith, a fictitious retailer in Australia with multiple brands (retail formats). Your task is to evaluate each of their strategy initiatives. In other words, to what extent do you agree with their five strategic priorities?

 

ACTIVITY/TASK

Thompson-Smith is one of Australia’s largest retailers. They have around 1,000 different stores, across five … See the full activity...

Designing the Retail Strategy

Even a simple retail business, like a fruit and vegetable store, requires a clear strategy in order to be successful. This is actually becoming a greater challenge, given the expanded product offering of the major supermarket chains (who offer their own fruit and vegetable sections).

 Your task is this activity is to determine your strategy for a suburban fruit and See the full activity...

Impact on Positioning

This activity outlines two situations in regards to the potential impact on the firm’s positioning due to their distribution channel selection. Your task in this activity is to answer the assessment questions at the end regarding each situation.

 

ACTIVITY/TASK

Increasing Sales of Jeans

The manufacturer of a well-known brand of jeans has determined that its selective distribution strategy is limiting … See the full activity...

When to Buy a Franchise?

Due to the growth in franchising over recent years, many people have been attracted to this particular form of business ownership. The following is a conversation between two brothers who are planning to buy into a retail franchise system. But their problem is that they cannot decide ‘when’ to buy a franchise. (Note: The ‘when’ refers to the franchise system’s See the full activity...

Which Store to Franchise?

Many franchise systems tend to be retail-based. While franchises typically have a greater success rate than new independent businesses, there are some types of retailers that seem to be more suited to franchising than others. In this activity, you need to determine whether a fast-food store/restaurant or a convenience store would be a more appropriate vehicle for franchising?

 

ACTIVITY/TASK

Retail
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Should You Have Your Own Sales Team?

In this activity, you need to determine whether a new furniture manufacturer should set up its own sales team or utilize an established company of sales agents (as briefly outlined below). To help you determine the most appropriate option, a number of consideration questions have been provided for you.

 

ACTIVITY/TASK

Option One

  • Set up your own team of ten sales
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Should We Use a Wholesaler?

A common cliché is ‘let’s cut out the middle man’. Removing the middle-man (a wholesaler) from the channel will provide a higher per unit margin for a manufacturer, but will it result in a higher profit overall? For this activity, help the following manufacturer decide whether or not they should use a wholesaler?

 

ACTIVITY/TASK

Olive’s Olives is a producer of … See the full activity...

Channel Conflict Challenges

This activity highlights several common channel conflict situations, across three different industries. For each situation, your task is to determine how you could minimize the level of conflict.

 

ACTIVITY/TASK

Chemists (drug stores) and Supermarkets

Pharmaceutical (drug/medicine) companies make a broad range of products. Some must be sold via chemists/pharmacies (such as medicines), whereas some can be sold in supermarkets (such … See the full activity...

Handling Channel Conflict

When a firm utilizes multiple channels, it is likely that channel conflict will occur from time to time. The following situation is based upon a real business situation. What would you do in this situation?

 

ACTIVITY/TASK

Pop-mints are a fairly successful brand of breath fresheners. Their main competitor is Tic Tacs, and their indirect competitors are the various brands of … See the full activity...

Selecting Distribution Channels


It was only about 20 years ago that most banks typically only used one distribution channel (their branches). However, since that time they have dramatically expanded the number of channels that they use. Below is a list of common distribution channels for a bank. Your task is to identify the most appropriate mix of channels for two different banks.

 

ACTIVITY/TASKSee the full activity...

Which Channel Would You Choose?

This activity provides a hypothetical channel selection decision for the Pizza Galore chain. Assuming that Pizza Galore wanted to introduce a mini breakfast pizza (say with bacon and eggs), then which would be the best way for them to distribute it? Why would this be the best option?

 

ACTIVITY/TASK

 Possible Channels

  • Offer as a ‘take away’ option in all
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Converting Logistics to Customer Value

Wal-Mart is the largest retailer in the world. It is around three times larger than the world’s second largest retailer. Many years ago, Wal-Mart embarked on an ambitious program of modifying its logistics system. This is briefly described below. For this activity, your task is to determine which parts of their customer offering are only possible due to their efficient See the full activity...

The Value of Logistics

Coca-Cola is a product/brand that has been around for well over 100 years. Today it is widely available and is acknowledged as the most valuable brand in the world. In this task you simply need to determine (from the information provided); which one of the 4P’s is the most important in their marketing mix?

 

ACTIVITY/TASK

Corrine:

It’s clear that Coke’s … See the full activity...