Tuesday, December 2, 2008

Case study of Hill Holliday client - Dunkin' Donuts

By: Kaitlin Riddle, Steven Flick and Kelsey Kampschror

Meet the Organization

History of the organization

Dunkin’ Donuts was founded in 1950 by William Rosenberg in Quincy, Massachusetts. In 1946, Rosenberg began a company to provide lunches and snacks to areas of outer Providence, Rhode Island. He opened up his first coffee and donut shop soon after and opened the first Dunkin’ Donuts in 1950. The first franchise agreement was signed in 1955 in Worcester, Massachusetts. Dunkin’ Donuts, along with Togo’s and Baskin Robbins were owned by Allied Domecq. Pernod Ricard announced its completed acquisition of Allied Domecq in 2005. Pernod Ricard claims to be the “world’s number two in wine and spirits” and includes brands such as Glenlivet, Jameson’s, Kahlua, and Malibu rum (Pernod Ricard, 2008). Pernod Ricard segregated the three stores to create Dunkin’ brands. Currently, the Dunkin’ brands are owned by three firms, Bain Capital Partners, the Carlyle Group and Thomas H. Lee Partners in a wholly owned subsidiary (Dunkin’ Donuts, 2008).

Dunkin’ began as a quick snack and donut shop. The chain is currently attempting to realign the company with the coffee market and no longer just the donut market, that they had pigeon-holed themselves into.

History of the organization and its advertising agency

In late 2005, Dunkin’ Donuts employed Hill Holliday as their advertising agency. The new slogan “America runs on Dunkin’” has been called "the most significant repositioning effort in the company's 55-year-history" by Dunkin’ officials. “‘When we got together with Dunkin' Donuts, they were looking to say something big, simple, and declarative about what their brand was about,’ says Hill Holiday's senior vice president, Jeff Bonasia, who oversees the Dunkin’ account. ‘We thought about how the brand fits into people's lives and we used that idea to create a catch phrase.’” (Hoy, 2008) The partnership between Hill Holliday and Dunkin’ Donuts has been successful thus far. Dunkin’ Donuts was Hill Holliday’s largest client as of April 2006 (Hill Holliday, 2008). Hill Holliday has developed television, radio, print and out of home advertising for Dunkin’ Donuts.

Ownership

The majority of Dunkin’ Donuts stores, ninety-nine percent, are franchises (Schmidt & Oldfield). Dunkin’ offers franchisee opportunities to companies or individuals who are able to open five stores. In the past, Dunkin’ accepted franchisee’s who were only able to open one store. Now, Dunkin’ is planning to open many more franchises and expand. “Additionally, as a current franchisee told… anonymously, Dunkin’ Donuts allegedly prefers that level of investment because an owner of multiple stores pulls in greater profits per store than a solo store owner” (Bartleby, 2006). Currently, there are over 7,000 Dunkin’ Donuts worldwide with 5,600 of those stores in 36 states. “Dunkin’ Donuts has confirmed reports that it plans to add between 700 and 800 stores a year until it reaches a confidently aggressive goal of 15,000 locations in the United States. That would be sometime around 2016. If they’re successful, they’ll just about triple their presence, leaving few holes in the doughnut map” (Bartleby, 2006).

Franchising the Dunkin’ Donuts stores appears to be the result of an intended strategy since franchising the company began very early in its development. Since Dunkin’ is a wholly owned subsidiary being franchised does not have a big impact on the relationship with the advertising agency. Franchisee’s pay royalties to the companies that own Dunkin’ and these companies are the ones that have the relationship with Hill Holliday. The companies have control over the Dunkin’ name and who is allowed to be a franchisee, these tight reins do not allow for the franchisee’s to really have much input in the advertising.

Mission, Vision and other major goals

Dunkin’s mission statement is “Dunkin’ Donuts will strive to be the dominant retailer of high quality donuts, bakery products and beverages in each metropolitan market in which we choose to compete.”

Dunkin’ is already a leader in its market. Yet, it is not always dominant because other brands receive more respect from landlords and consumers than Dunkin’.

Objective

“The objective of Dunkin’ Brands is to be the Quick Quality leader in its industry, offering a higher evolution of the standard quick dining experience, with innovative product choices at the right price, served fresh, meeting the needs of people who are busy living.

To achieve this objective, the company is focused on three core strategies: 1) expanding the Dunkin’ Donuts brand nationally, 2) transforming Baskin-Robbins, and 3) growing internationally with focus and discipline”

Dunkin’ is undergoing a large expansion and has increased the level of advertising to coincide with their expansion. They have maintained their objective of “meeting the needs of people who are busy” through their advertising and understanding of their target market. Hill Holliday addresses the busy person who is not interested in a ten dollar cup of coffee through various television spots keeping in tune with Dunkin’s objectives.

Values

These are the core values of the Dunkin’ Donuts brand as per the website:
“Our internal compass points toward our Core Values of Honesty, Transparency, Humility, Integrity, Respect, Fairness, and Responsibility.
Honesty– You can always recover from the truth
Transparency– Share your thoughts without hesitation
Humility– It's about the team. Never lose sight of those who helped along the way or those less fortunate in our communities
Integrity– Character shows when no one is looking
Respect– Give people their dignity and earn others' respect
Fairness– Always do the right thing, especially when it is tough to do
Responsibility– Own the outcome whether it's good or bad
Together, our people, values, and decision-making strategy all point in one direction—up!” (Dunkin’ Donuts, 2008)

Dunkin’s values are represented through their charitable contributions and partnerships with teams like the Boston Red Sox. The value of respect resonates through their advertising because they respect their customers and will not condescend to them like some other coffee shops. Dunkin’s values seem to be maintained throughout the organization.

The objective of the company represents the overall business strategy of all three brands under the Dunkin’ name. The first and third goals resonate with the Dunkin’ Donuts section of the corporation and are currently being acted upon. The corporate philosophy is defined by the values held by the organization.

SWOT analysis

Strengths

Dunkin’ Donuts has an established reputation as a reliable quick service restaurant. This history and past has created loyal customers who remember the baker who said “it’s time to make the donuts.” There is a strong culture that has developed with the Dunkin’ brands.

Weaknesses

Dunkin’ donuts is not known as a coffee shop. It is known as a donut shop. It is making changes to reposition itself as a leader in coffee.

Opportunities

Dunkin’ Donuts has developed a strong position in the coffee market. With a name like Dunkin Donuts this could be seen as a threat, but Dunkin’ Donuts’ has the ability to adapt. There was clearly a gap forming in the coffee market and Dunkin’ was able to reposition itself in a way that it is no longer only considered a donut shop, now it is a competitor for Starbuck’s. Dunkin’s plan for expansion is a clear opportunity to get more stores that can service their customers. They are also expanding to regions of the U.S. where they do not currently have any real standing.

Threats

By repositioning itself as a coffee shop instead of a donut shop Dunkin’ has altered its main competition as well. Where its past competition included Krispy Kreme and mom and pop donut shops, it has now chosen to take on Starbucks, a monolith in the coffee market. Also, the expansion plan is taking the Dunkin’ Donuts franchise out of its “comfort zone,” which is the Northeast, Mid-Atlantic and other large metropolitan areas.

Financial Analysis

Dunkin’ Donuts reported Global system wide sales of $5.3 billion for 2007, even though it is a private and not publicly traded company. For the 2007 fiscal year, Starbuck’s reporter profits of $672.6 million (Harris, 2007). About two thirds of Dunkin’ Donuts sales are from coffee. Dunkin’s revenue has been on the rise, with reported revenue in 2003 of $408.5 million and $517 million in 2005. Overall, “US restaurant sales will rise 4.4 percent in 2008 compared to 2007, according to the National Restaurant Association, and is expected to be the 17th consecutive year of sales growth. Sales at full service restaurants are expected to rise 4.3 percent year-over-year; 4.4 percent at quick service” (Bramhall, 2008). This statistic is in line with Dunkin’s desire to open many new locations in the future.

In order to be a franchisee of five Dunkin’ stores a candidate must have a minimum liquidity of $750,000and have a net worth of $1.5 million (Dunkin’ Donuts, 2008).

Dunkin’s revenue comes from in store sales, a partnership with JetBlue airlines, retail coffee sales in supermarkets and franchise royalties. Currently, the expansion plan for Dunkin’ will lead to higher revenues and the company should focus on the sources of revenue it has currently. By overextending itself, or veering from its plan, such as when they tried to remodel stores to look like Starbuck’s, Dunkin’ could end up losing revenue. The current plan is acceptable for the growth and profits of the company at this time.

CEO

The president and Chief Brand Officer of Dunkin’ Donuts is Will Kussell. “Mr. Kussell earned bachelor's degrees in both history and sociology from the University of Pennsylvania before going on to receive his master's degree in business administration from Boston University.” He has worked for companies such as Reebok and Polaroid, but has been with Dunkin’ for the past 13 years. “Jon L. Luther, a 35-year veteran of the food-service industry, was named chief executive officer in January 2003 and chairman in March 2006. Luther is a proven leader at creative brand development and at satisfying consumers who seek quality, convenience, and value in a quick service restaurant (QSR) setting.” Paul Leech is the Chief Administrative Officer, Joe Scafido is the Chief Creative and Innovation Officer, Kate Lavelle is the Chief Financial Officer, Stephen Horn is the Chief Legal Officer and General Counsel, and Stephen J. Caldeira is the Chief Communications and Public Affairs Officer, these people make up the Senior Leadership of the Dunkin’ brand. (Dunkin’ Donuts, 2008)

External Analysis

On the outside looking in, it may seem as if the made-to-order retail coffee industry is one full of opportunities. Upon further inspection though, coffee entrepreneurs may want to look twice before making the decision to jump into the coffee business.

Porter’s Five Forces Model-- A Mixed Response

Buyer Power

Buyers are neutral when it comes to power according to Porter’s Five Forces model. The National Coffee Association reported in 2006 that 82% of Americans were coffee drinkers, and in addition, that 56% of Americans are daily coffee drinkers, up seven percent since 2004 (Wolfe, 2006). This would leave the impression that there is no true coffee connoisseur in America. Blue collar, white collar, poor or rich, people of all types are drinking coffee in America, which lessens the power of the consumer, since there is no true single voice representing them.

To further buyer weakness, it would be extremely difficult for a buyer to purchase a rival, the producer of the product, or a supplier of the company to try to gain a voice in the market. The majority of people do not have the type of capital that is involved to purchase a portion of a business or to start their own business up. Buyers do have some power though, and it is relatively powerful power.

Relatively speaking, coffee and specialty coffee have become relatively standardized products. Although each Starbucks, Dunkin Donuts, and the mom-and-pop shop down the street may have different names for their caramel frappuccino, the product is very similar (milk, ice, coffee, caramel, and whipped cream) (Manweiler, 2008). This gives buyers the ability to take their business elsewhere if prices are too high, customer service is poor, or for any reason that may lead them to try another business.

The standardization of made-to-order retail coffee products tips the balance of power scale back to a neutral status. Although it may have seemed that consumers are weak, the standardization of coffee products has allowed customers to choose cheaper outlets for their coffee products. This is part of the reason why Starbucks has brought back their “glory” time CEO, Howard Shultz. One of his goals as CEO again is to create new and exciting drinks to draw existing and new customers back into Starbucks (Helm, McGregor, & Hindo, 2008).

Supplier Power

Suppliers are relatively weak in the made-to-order retail coffee business. Although there are current attempts by the International Coffee Organization and its most recent agreement to help create a sustainable coffee market for farmers through private and government sectors (International Coffee Organization, 2008) suppliers in the coffee industry tend to have very little power. Many coffee bean farmers tend to be small producers and are poor. Although the fair trade movement of trying to get a fair price for coffee farmers (Fair Trade Federation, 2008) has tried to help fix this, it has not completely caught on yet as many customers are not willing to pay the cost of higher priced coffee down the line. In addition, because coffee farmers tend not to be wealthy, it is impossible for them to take part in vertical integration. This disadvantages the workers from making any cut of the producer’s profit.

Threats to New Entries, Substitutes and Rivalry

If one were to measure the amount of barriers to entry in the made-to-order coffee business using a PH litmus test, it would rank at about 13 out of 14. It is easy to point out that this is because of the rivalry and competition between the major competing coffee shops, but it goes beyond that. Looking at any menu with prices on it at a coffee shop, it is easy to see that the made-to-order coffee business is one that is based volume (even Starbucks). If a company does not have enough startup capital to market itself properly and therefore cannot draw constant traffic, the business will fail. In addition, because many independent individual stores and small chains buy beans and other miscellaneous supplies in smaller quantities compared to the “big guys” they have to pay a higher amount. This right there can shrink profits so much, that it is not even worth getting into the business.

Another barrier to entry is the high rivalry and the amount of substitutes that are currently in the market. Between local mom-and-pop shops to Caribou Coffee, there is duplication of drinks everywhere that range widely in prices. In addition, McDonalds has now announced that they are coming into the specialty coffee industry, which acts as a huge rock of competition to a brand like Dunkin Donuts that concentrates heavily on blue-collar workers. Moreover, as soft drink sales have declined, tea drinking has become the new trend, and tea shops are opening up across America (Chambliss, 2008).

Conclusion of Porter’s Five Forces Model

With the coffee market continually growing and Dunkin Donuts already in the middle of it, Porter’s model would suggest that Dunkin Donuts keep pushing their coffee brand. The market is ready for an inexpensive specialty coffee retailer, which is shown by Starbucks profits falling flat (The Economist, 2008). Although rivalry is high, especially with McDonalds coming into the market, which is sure to be competition, competitive pricing and an IMC plan will beat out McDonalds. Dunkin Donuts does need to be aware though of the high amount of substitutes and standardization of products, which is giving buyers some power as well as it could act as a barrier to entry in some markets that are already oversaturated. To balance any cost issues that may occur with expansion, with suppliers having little power, purchasing supplies at low prices should not be difficult.

Macro environment

Social/Culture

-Movement toward fair-trade coffee, which is increasing costs to the producer and consumer (Weber 2007).
-Unionization of Starbucks’ baristas (Starbucksunion.org, 2008) could down the line lead to a large baristas union, which eventually could lead to more costs for the company as workers ask for higher wages and more benefits.

Environmental

-In Brazil (the largest coffee supplier in the world) it is expected that rain will allow for the 2nd largest harvest on record. (Cordier, Gross, 2008) It is predicted that this will drive prices low, which could lead to cheaper costs for businesses.

Economics

-With consumers in the United States having less disposable income, higher priced specialty coffees may not be purchased as much.
-The higher cost of gas is causing an increase in shipping costs, which is causing higher prices for consumers.

Politics

The International Coffee Organization is trying to help regulate supply and demand of coffee nations to keep a stable coffee market. They are also working with private organizations to help get small farmers better prices on their coffee beans.

Macro environment conclusion

Other than cheaper beans, the macro environment seems to point to a disappointing outlook for the next year for growth of specialty coffees. With prices, looking to increase for consumers due to high gasoline costs it seems that consumers are just not going to be able to afford their typical specialty drinks. The ICO looks like it will also be putting pressure on private organizations to pay coffee farmers more money, which could also lead to higher prices for consumers.

Lifecycle of the product

It seems that the made-to-order coffee industry especially the specialty coffee industry has reached its mature phase. With the Specialty Coffee Association of America calling a conference to discuss its sustainability (2008), and the flattening growth for profits of the king of specialty beverages, Starbucks, it is obvious that the industry for now has reached its peak. The specialty coffee industry though has shown to be a dynamic one over the past 10 years. Starbucks has put not only itself on the map but is also credited for helping smaller businesses in the industry gain growth (Clark, 2007). With the recent excitement about McDonalds entering the market and Starbucks former CEO coming back, something big is bound to happen that will relight the fuse to something huge. Many are viewing the return of Howard Shultz as the same thing as when Steve Jobs returned to Apple and turned that company around.

Globalization

Coffee is becoming very popular in new places around the world such as the Middle East and Asia (Dunkin Donuts, 2008). When Howard Shultz retook over Starbucks, he immediately announced that a large amount of U.S. expansion money was going to be moved to international expansion (Helm, McGregor, & Hindo, 2008). Dunkin Donuts, has been concentrating heavily on international expansion, as it is based in 50 different countries currently (Dunkin Donuts, 2008). In fact, recently Dunkin Donuts opened up its 44th store in the United Arab Emirates (Bawaba, 2008). With an oversaturated and poor looking economy in the U.S. the global market seems the place to go for coffee businesses. Expect competition to heat up quickly as both companies begin to place stores by each other,

Starbucks also has one more thing driving them globally; they are traded publicly. With a stock that has been falling constantly (Helm, McGregor, & Hindo, 2008), Starbucks needs to find a way to please shareholders. Competing globally could be their way to generate more profit, pleasing shareholders.

Internal Analysis

Competitive Advantage

Currently Dunkin’ Donuts has a competitive advantage in its primary field of business, made-to-order retail coffee. Dunkin’ Donuts’ competitive advantage is that they are an efficient and innovative business that offers high quality service and products that fit their customers’ wants and needs.

Dunkin’ Donuts has continued to mange an efficient business; they get work done and are periodically coming out with new products and redesigning old products. One example of this is their new flavors and styles of coffee, including their new espresso and lattes. Another example is that Dunkin’ is known for always having high quality coffee and baked goods available for their customers, and prospective customers, at any point during their office ours. Dunkin’ Donuts also manages to practice an efficient business with the help of the three other generic building blocks of competitive advantage, quality, innovation and customer responsiveness.

Dunkin’ Donuts is known to provide high quality products for their well appreciated customers, especially coffee. For over five decades Dunkin’ Donuts has been known for brewing high quality coffee (Dunkin’ Donuts, 2008). In order to insure their customers that their coffee will always be of the highest quality, Dunkin’ has hired a “…team of experts [to] carefully oversee its coffee to ensure a consistently high quality cup.” (Dunkin’ Donuts, 2008). This team oversees the coffee from the beginning of harvest all the way to the last point, the cup they serve and consumption (Dunkin’ Donuts, 2008). Dunkin’ also explains on their website that through an intense program, entitled Tree-to-Cup, they can ensure the quality of their coffee. Through the Tree-to-Cup process each coffee bean must meet strict qualifications to be processed and become part of the high quality coffee Dunkin’ offers their customers. First Dunkin’ hires experts to pick the coffee cherries, the fruit that “the coffee bean” or seed comes from, making sure only the highest quality cherries are chosen. Next each bean goes through a strict process before it can be roasted; first each bean is cleaned, then each bean is stricken of defects and finally each one is classified on a list of qualities including size and color. After the beans are blended and roasted according to Dunkin’s specific recipe a “full sensory evaluation” takes place where experts taste test each batch of brewed beans, assuring that they meet specific quality standards. However, the process doesn’t stop there; even the brewing that takes place inside the Dunkin’ stores has specific instructions to insure the quality of their coffee. The Dunkin’ website also explains that although there are many steps in making a high quality cup of coffee, “If at any one stop along the journey from tree to cup, the bean doesn’t meet our tough standards, it won’t make it into a Dunkin’ cup,” (Dunkin’ Donuts, 2008).

Dunkin’ Donuts is not only efficient and of high quality, they are also great innovators. Within the past year Dunkin’ has decided to expand their business internationally, moving a coffee and donut store to Taipei, Taiwan. In 2007 Dunkin’ stated that they plan to open 100 more shops in Taiwan. What makes this move innovative isn’t that Dunkin’ is expanding internationally; but, they have also adapted the menu to fit Taiwan’s cultural tastes. The new Dunkin’ menu in Taiwan will include “…items that fit local tastes, such as sweet potato, green apple and pineapple doughnuts, and mochi rings – cake doughnuts indigenous to the region,” states an article in Boston Business Journal (Boston Business Journal, 2007). What is innovative about this move is that Dunkin’ has opened a brand new idea that includes a lot of potential, which means that none of Dunkin’s competition has done this yet. An example of how the Competition isn’t following in Dunkin’s footsteps is Starbucks. Right after Dunkin’ announced their plan to develop internationally Starbucks, Dunkin’s leading competitor, also decided to open franchises internationally, in China; but unlike Dunkin’ Starbucks will not be changing their menu. Dunkin’ Donuts has also won awards for their innovation in 2007 Dunkin’ announced that they would be receiving a 2007 MenuMasters Innovation Award for the Best Single Product Rollout category for its Sausage Supreme Omelet Breakfast Sandwich (Dunkin’ Donuts, 2007).

Dunkin’ Donuts is not only a great business because of their efficiency, quality and innovation; they are also very aware of their customers’ wants and needs and respond accordingly. Just less than a year ago Dunkin’ announced that they had developed a new oil to drop trans fat in over 50 items on the menu, including doughnuts. Dunkin’ developed this oil as a response to customers who were looking for the same high quality baked goods and coffee that Dunkin’ offers, but with lower trans fat (USA today, 2007). Another example of Dunkin’s responsiveness toward their customers, and prospective customers, is how they were willing to change the menu for the cultures of the areas in which they are expanding, like the shops they are opening in Taiwan. Willing to change for their customers in order to keep them happy insures that Dunkin’ will always live up to their customers’ expectations, low prices and fast service with high quality products.

Company Competencies

Dunkin’ Donuts’ main competencies are their ability to listen to their customers’ wants and needs, their consistently high quality products and fast service, and their consistency in keeping their prices lower than the competition. Past strategies that Dunkin’ has used to communicate their competencies have included letting customers and prospective customers know that their service is quick and efficient, their coffee and baked goods are of high quality, and their prices are low. These strategies have been consecutively been built on the competencies of the company. Through these strategies Dunkin’ has established a firm relationship with its loyal customers by ensuring them traditional, high quality products, fast service and low prices, but most of all they have ensured their customers that they will always be different, and better than the competition, Starbucks. Dunkin’ Donuts’ current campaign, “America Runs on Dunkin’” is a campaign that they are currently using to help show their loyal and potential consumers their competencies. This campaign is targeted really well toward the specific target market that Dunkin’ is looking for and really shows that their business is efficient, of high quality, and responsive to their customers’ wants and needs. The campaign does this by showing the target market that their coffee is of high quality, is easy to understand, their service is of higher quality than the competition and faster and their prices are lower. Through this campaign Dunkin’ shows their consumers that they are better than the competition by providing an “average joe coffee shop,” a shop that isn’t pretentious and stuck up.

Dunkin’ Donuts’ main competition comes from another coffee shop, Starbucks. Starbucks, a more up-scale coffee shop that “…is the world’s leading retailer, roaster and brand of specialty coffee…” (Starbucks, 2008), is much different than Dunkin’. Starbucks, who may have a hand on specialty coffees and may be Dunkin’s competitor, does not have a hand on the quality and type of coffee and service. As stated in an article by Janet Adamy, according to the research done when Dunkin’ paid Starbucks drinkers to buy Dunkin and vice versa, loyal Dunkin’ Donuts customers say they view Starbucks as “…pretentious and trendy” (Adamy, 2007). This view of the two different stores having very different atmospheres is a very large barrier for Starbucks when they try to imitate Dunkin’ Donuts.

Ability to Adapt to Changes

As society and industry changes occur Dunkin’ has proved that they can change as well. A perfect example of this was mentioned earlier in the paper; in 2007 when Dunkin’ announced they had developed a new oil to make over 50 of their menu items trans fat free (Dunkin’ Donuts, 2007). However, this is one small example, and when faced with other industry and society changes Dunkin’ may or may not have trouble.

Role of Advertising

Currently Dunkin’ is using a slogan of “America Runs on Dunkin’” and has advertisements that accentuate the traditional American aspect of Dunkin’ Donuts. An example of the characteristics that Dunkin’ is viewing as traditionally American, are the words and languages that Dunkin’ and their competition use to name the size of their product. Dunkin’ would use English words like Large and Small, while the competition would use words of European languages like Tall and Dulci. The different advertisements showing these differences between Dunkin’ and Starbucks also accentuate the different competitive advantages that Dunkin’ posses, efficiency, quality, innovation and customer responsiveness.

Business-Level Strategy

Products Offered


Dunkin’ Donuts offers a variety of products to its customers. In the most part Dunkin’ Donuts offers baked goods and coffee, these products include over 50 different types of donuts, over a dozen different flavored coffees and a variety of bagels and breakfast sandwiches. All of these products help to differentiate Dunkin’ Donuts from their competition, however Dunkin’ Donuts’ coffee, above all, is what makes Dunkin’ different. Dunkin’ Donuts is a company known to serve high quality coffee every day all day. Currently Dunkin’ Donuts sells at least 30 cups of coffee a day and, “…is America’s largest retailer of coffee-by-the-cup,” (Dunkin’ Donuts, 2008). This high quality coffee that Dunkin’ offers is the main appeal of Dunkin’ Donuts.

Distinctive Competencies

Dunkin’ Donuts has many competencies; however they tend to focus on just a few; efficiency, quality and making sure they are responsive to customers. They do this through many strategies, which are ensuring high quality products, efficient service, and low prices.

Generic Business-Level Strategy

Dunkin’ Donuts offers high-quality baked goods and coffee and has done so consecutively through the years. Dunkin’ Donuts is also known by their customers to offer high quality food and coffee at a decent price, where other businesses are much more expensive for the same, and lower quality products. But, most of all Dunkin’ Donuts is known for their fast paced and efficient business; they never make their customers wait for hours to get what they came for, like the competition. Dunkin’ works hard to make sure that their products are of high quality, that they don’t make their customers wait too long, and that their prices are low, they do this to make sure that their customers know that Dunkin does not leave heritage behind. By this they mean that, unlike other businesses, their coffee will not change and will always be for the American people (Van der Does, 2007). They work hard to establish trust with their customers by making sure their coffee is made fresh, of the highest quality, and is ready to go quickly at a reasonable price. The advantages of the business-level strategy that Dunkin’ has chosen to use are many. Frequent customers know that they can rely on Dunkin’ for high quality coffee without worry of waiting, spending too much money and not having the ability to pronounce the name of the coffee they want.

Having a business-level strategy like quality, speed and price it offers customers a chance to trust the company and most likely they will become loyal. The disadvantages of this is that prospective customers may not be willing to give Dunkin’ a chance, knowing that the prices are low and the business is fast they may believe that the product isn’t as high quality that everyone seems to believe that it is.

Competitive Strategy

After extensive research Dunkin’ Donuts has developed a new competitive strategy that entails them going directly after the competition, Starbucks. First step that Dunkin’ Donuts took was to pay over a dozen loyal Starbucks customers $100 a week to get their coffee from Dunkin’ Donuts and paid the same amount to loyal Dunkin’ customers to make the same switch and drink Starbucks instead. The conclusion of this experiment found that each of the groups hated the coffee shop they were not loyal to, “Dunkin’ fans viewed Starbucks as pretentious and trendy, while Starbucks loyalists saw Dunkin’ as austere and unoriginal,” (Adamy, 2007). As a conclusion Dunkin’ has decided to add espressos and lattes to their menus and redesign their stores to resemble a Starbucks, but at the same time make the shop feel like a Dunkin’ Donuts.

Dunkin’ is updating the store, adding music, and even considering allowing their customers to text message in their orders, but at the same time they are trying to stay speedier and cheaper than their leading competitor, Starbucks (Adamy, 2007). However, this competitive strategy may not work; the point of a Brand is to differentiate itself from other brands. This means that making Dunkin’ more like the competitors is not making themselves different from Starbucks. Dunkin’ should focus more on the fact that they are faster, cheaper, of higher quality and more efficient than the competitor. Instead of trying to redesign the store to make Dunkin’s image to appear more like the competition. Dunkin’ should also continue to focus on the fact that over the years they have been able to provide the same high quality coffee for cheap prices plus new products. Dunkin should continue to focus on the fact that they are very different from Starbucks and continue to remind their loyal customers of that fact.

Products and Target Markets. Marketing issues and Business-level Strategy

In a story by Stephen Rodrick in New York Magazine (2005), John Gilbert, Vice-President of Marketing for Dunkin Donuts, talked about how Dunkin Donuts segments their customers. According to the story, Dunkin Donuts segments their consumers based on what type of “occasion” they are in when going to get coffee. Gilbert says,

“Coffee drinkers have occasion and non-occasion coffee stops. Let’s say there’s a professor on the way to the gym. He pops in for a quick cup of coffee: That’s a Dunkin’ occasion. He might not be able to get in and out of a Starbucks quick enough. Now there might be another time where he has an hour before a meeting and he might end up at a Starbucks.”(Rodrick, 2005)

This psychographic (behavioral) type of segmentation is where Dunkin stands out with their strategy over competitors such as Starbucks. Dunkin is looking for markets where consumers just want that quick and consistent type of coffee.

By 2020, Dunkin Donuts is looking to open 15,000 stores, almost three times more than the current amount of stores they have in the United States. A large amount of this push is happening in medium to large cities such as Birmingham, Jacksonville, and Buffalo (Cooper, 2007). Internationally, according to Michael Correletti, international business manager for Dunkin Donuts, Dunkin’s target audience is 18-30 (Mathieson, 2007). Specifically in the United States, based on its current and prior advertising campaigns, Dunkin’s target audience is people aged 24 to 36. Although Dunkin has tried to target a secondary younger audience with an MTV campaign in 2003 (Dunkin Donuts, 2003), Dunkin since then has heavily concentrated on people who are 24 to 36 years of age.

Dunkin’s target audience after age can then be divided into two types of workers blue-collar and white-collar. In the commercial “Lefty Loosy” blue-collar workers are seen humming along to a song while drinking their simply made black coffee. Other commercials such as “Alarm Clock Catastrophe” and “Fritalian” are aimed at the “run-of-the-mill” white-collar worker. These people are middle-income office workers who probably are low-level managers or just regular workers. Dunkin pushes the idea of targeting your “average joe” by having its coffee in the commercials being served in the traditional Styrofoam cup. Race wise, these commercials have actors or actresses that represent every major race, African-American, Asian, Caucasian, and Hispanic.

The race card has important significance within the Dunkin Donuts commercials in relation to their target audience. Cities typically have high diversity numbers, so when people are all shown in what can be assumed as the same relative geographic area, having people of different races shows that Dunkin is targeting the city market. Moreover, the race card helps Dunkin’s message stick to its target audience. With Dunkin having such a large target audience, it may be hard for their message to stick. By using people of different races, viewers of the commercials may have an easier time having a personal connection with the brand or product.

As mentioned in the previous section, Dunkin paid Starbucks users $100 a week to purchase coffee from Dunkin and vice versa for Dunkin users. The responses that came from this study as well as comments from around the internet tell a simple picture, a person is either a loyal Starbucks user or a loyal “other” (Dunkin Donuts, Seattle Best, etc.) user. What is extremely interesting is the loyalty in some cases for Starbucks is beyond reason and education. For example, users on a Yahoo message board (Yahoo Answers, 2008) have posted comments asking why a person would choose anything but the “good stuff.” However, if these users had done their research they would have realized that Dunkin Donuts sells more cups of coffee than any other company in the world (Hoy, 2006).

The same loyalty beyond reason can be extended in some instances toward Dunkin Donuts as well. In the previously mentioned study, Dunkin Donut users were adamant about the fact that they felt Starbucks was about being pretentious and upper class. Dunkin users liked the fact that when they walked into a Dunkin Donuts they knew they were going to get a fast coffee product that they could depend on having the same consistent taste they enjoyed.

Dunkin Donuts is doing exactly what Starbucks did to try to make people aware and interested in its brand. Depending on the market, consumers are across the board on whether or not they are aware, interested, evaluating, in a trial period, or have adopted the brand. Because of this, Dunkin has adopted the marketing strategy of saturation. The idea behind this is that a person will eventually move up each level of adoption because Dunkin Donuts will be in front of them daily. According to the Rodrick article, Dunkin Donuts in New York City wants one store for every 6,000 people (2005). With New York City having a population around eight million that means Dunkin Donuts is shooting for approximately 1,333 stores in the New York metropolitan area. According to John Moore, a former Starbucks marketing executive and now the president of Brand Autopsy (marketing consulting firm), Dunkin realizes it does not have a product with a lot of pizzazz and therefore the only way people will go to it is if it is convenient (Rodrick, 2005). He believes that Dunkin is making the right move to saturate itself to attract people to its business.

Beyond convenience, Dunkin Donuts is hoping people will come over to their stores based on two other things: consistency and anti-conformity. The previously mentioned “Fritalian” commercial points out the anti-conformity perfectly. The cool thing to do for many years has been to go to Starbucks because of the idea that speaking “foreign” words makes a user sound more intellectual. Dunkin Donuts in the “Fritalian” commercial takes a jab at Starbucks, by saying that Dunkin Donuts has what those upper class coffee shops have but Dunkin is less pretentious. When it comes to consistency, Dunkin Donuts lives on automated machines. The idea of each store is to give each consumer the same quick and consistent drink no matter when and where it’s ordered.

Brand and Positioning! Marketing Issues and Business-Level Strategy

Brand Image and Slogan

The brand image of Dunkin’ has been going through repositioning. With the help of Hill Holliday, Dunkin’ has repositioned itself from a place to solely get donuts, and it has now become a leader in American coffee sales. Dunkin’ Donuts new and current slogan is “America runs on Dunkin.’” The touch points range from television ads and sponsorships to print ads and billboards. The touch points remain consistent through the message that Dunkin’ is the coffee antithesis of Starbuck’s. At one point Dunkin’ tried to position itself as a direct competitor to Starbuck’s and even went as far as to redesign their stores with couches and fireplaces. The backlash was clear. Dunkin’ customers were not the Starbuck’s type. Now Dunkin’ is established as a place to get good, inexpensive coffee quickly. They have done away with the couches and are now trying to install more drive-thrus for customer convenience.

Brand Personality

Dunkin’ has adopted a personality of sincerity. In one television spot consumers are standing in a coffee shop, clearly meant to represent Starbuck’s, and the consumers are struggling to pronounce the drink names and sizes. They begin to sing in unison about whether or not the words are French or Italian, finally deciding that it must be "Fritalian." These consumers do not want false promises or arrogance from their coffee; they just want a cup of coffee on the way to wherever they have to be. They do not want to be chided for not being able to order a venti mocha chai tea concoction. Dunkin’ does offer options other than plain coffee, but they do it with sincerity. They do not talk down to their consumers, they know that they are busy and respect their time. Dunkin’ is sincere in their desire to provide great coffee to consumers, on the consumers’ terms.

Positioning Statement

Dunkin’ Donuts is an unpretentious, quick place to get good, inexpensive coffee for people on the go who realize coffee is a drink, not a lifestyle.

What communication tools

Dunkin’ Donuts is a sponsor of “Randy Jackson’s America’s Best Dance Crew,” on MTV. The dance crews and judges regularly imbibe Dunkin’ coffee to keep them going. This touch point is clearly aimed at younger consumers, who are on the brink of becoming heavy coffee drinkers. They may be junior high or high school students, or even college kids. Soon they will be drinking coffee daily, on their way to class or to their new careers and Dunkin’ is trying to reach them, before they can be pulled in a different direction.

Dunkin’ Donuts has aimed their television spots at an older crowd. These are the harried mothers, or office workers who want to stop for a quick, good cup of coffee and to continue about their day. The “Fritalian” spot speaks to these consumers, but still expresses the same brand message and positioning.

Dunkin has also partnered with JetBlue airlines, to serve Dunkin’ brand coffees and teas on all flights. The partnership maintains Dunkin’s values and objectives because JetBlue is an airline focused on “value, service and style” (Dunkin Donuts, 2008).

Recap

The goal of Dunkin’ Donuts is to be the “Quick Quality leader in the industry.” It is in the midst of a repositioning effort, in which it wants to expand beyond the donut market and become a leader in the coffee industry. Dunkin’s strategy is to change the perspective of consumers to view it as the leader of coffee per cup sales that it actually is. Along with this strategy it wants to develop a stronger hold in the specialty coffee market without alienating its current customers.

Dunkin’ is developing many opportunities as a brand. It has grown into a worldwide organization that is expanding to countries such as China and the United Arab Emirates. It has also begun to retail its coffee in supermarkets to keep up with the coffee competition. Dunkin’ is currently faced with new competition as it enters the coffee market and tries to expand its market share. It must face the restriction of its name and the perception of consumers that it is just a place for donuts, even though it is a leader in coffee sales.

Dunkin’ is a growing organization that is trying to increase its brand awareness through saturation of the market. Its growth rate is on par to put it in line with its new competition, Starbuck’s. Dunkin’ wants to become the only coffee stop to compete with Starbuck’s, with the overall goal of being the number one non-occasion coffee stop. If Dunkin’ continues its profitability and growth rate as projected it will become the leader in its market.


Works Cited

(2003, Jun 1). Press Room. Retrieved March 29, 2008, from Dunkin Donuts Web site: https://www.dunkindonuts.com/aboutus/press/PressRelease.aspx?viewtype=current&id=84

(2007). Fair Trade Federation. Retrieved March 30, 2008, from Fair Trade Federation Web site: http://www.fairtradefederation.org/

(2008). Dunkin donuts coffee or starbucks coffee?. Retrieved March 29, 2008, from Yahoo Answers Web site: http://answers.yahoo.com/question/ index?qid=20080215050842AAoT2QK

(2008). Mission. Retrieved March 26, 2008, from International Coffee Organization Web site: http://www.ico.org/mission.asp

(2008). Specialty Coffee Association of America. Retrieved March 26, 2008, from Specialty Coffee Association of America Web site: http://www.scaa.org/

(2008). Starbucks Union. Retrieved March 27, 2008, from IWW Starbucks Union Web site: http://www.starbucksunion.org/

Adamy, J. (n.d.). Free Preview - WSJ.com. Retrieved March 30, 2008, from http://online.wsj.com/article/SB114446712300420923.html.

Bartleby. "Dunkin' Donuts Franchise Information: Coffee Chain Planning Expansion - Associated Content." The People's Media Company - Associated Content. 26 July 2006. 30 Mar. 2008 .

Bramhall, Joe. "Dunkin - Company Overview - Hoover's." Company Information from Hoover's including business reports and profiles . 30 Mar. 2008 .

Business: Coffee wars; Starbucks v McDonald's. (2008, January). The Economist, 386(8562), 58. Retrieved March 30, 2008, from ABI/INFORM Global database. (Document ID: 1412491651).

Chambliss (29 January). Pottery painting, tea bar spark entrepreneur's success. McClatchy - Tribune Business News, Retrieved March 30, 2008, from ABI/INFORM Dateline database. (Document ID: 1421007651).

Clark, (2007, Dec. 28). Don't Fear Starbucks. Retrieved March 30, 2008, from Specialty Coffee Association of America Web site: http://www.scaa.org/

Cooper, (2007, AUG 3 ). Dunkin Donuts to target Birmingham . Retrieved March 29, 2008, from Birmingham Business Journal Web site: http://www.bizjournals.com/birmingham/stories/2007/08/06/story2.html?page=1

Cordier & Gross. (2008, March). No jitters trading coffee. Futures, 37(3), 28. Retrieved March 30, 2008, from ABI/INFORM Global database. (Document ID: 1435823941).

Dunkin’ Donuts Announces Zero Grams Trans Fat Menu to be Available by October 15. (2007, August 27). Retrieved March 24, 2008, from https://www.dunkindonuts.com/aboutus/press/PressRelease.aspx?viewtype=current&id=100102.

Dunkin' donuts opens 44th outlet as part of massive expansion drive in UAE. (2008, March 20). Al Bawaba, Retrieved March 26, 2008, from ABI/INFORM Trade & Industry database. (Document ID: 1448879231).

Dunkin' Donuts Receives MenuMasters Flame of Innovation Award. (2007, May 18). Retrieved March 24, 2008, from https://www.dunkindonuts.com/aboutus/press/PressRelease.aspx?viewtype=current&id=100090.

Dunkin' Donuts dumping most trans fats - USATODAY.com. (n.d.). Retrieved March 30, 2008, from http://www.usatoday.com/news/health/2007-08-27-dunkin-donuts_N.htm.

Dunkin' Donuts plans Asian expansion - Boston Business Journal: . (2007, January 17). Retrieved March 30, 2008, from http://www.bizjournals.com/boston/stories/2007/01/15/daily29.html.

Dunkin' Donuts. (n.d.). Retrieved May 24, 2008, from https://www.dunkindonuts.com/.

Harris, Craig . "Its U.S. traffic slowing, Starbucks to run first national TV campaign." Seattle news, sports, entertainment seattlepi.com - Seattle Post-Intelligencer. 16 Nov. 2007. 30 Mar. 2008 .

Helm, McGregor, & Hindo in New York. (2008, January). HOWARD SCHULTZ'S GRANDE CHALLENGE : His return as chief executive jazzed Starbucks stock, but some question whether he has the right recipe. Business Week, (4067), 28. Retrieved March 30, 2008, from ABI/INFORM Global database. (Document ID: 1414269011).

"Hill Holliday » Dunkin' Donuts." Hill Holliday . 30 Mar. 2008 .

Hoy, Peter. "Dunkin' Donuts -- Reinventing America's Cup of Coffee Fast Company." FastCompany.com - Where ideas and people meet Fast Company. 30 Mar. 2008 .

Manweiler, Kathy (2006). Kathy's caramel frappuccino. Retrieved March 26, 2008, from Mercury News Web site: Http://www.mercurynews.com/recipes/ci_8542752

Mathieson, (2005). Mobile Marketing: Dunkin Donuts Serves SMS. Retrieved March 29, 2008, from Chief Marketer Web site: http://chiefmarketer.com/crm_loop/custom/dunkin-donuts-071906/

"PERNOD RICARD - Home." PERNOD RICARD - Home. 30 Mar. 2008 .

Rodrick, (2005, Nov. 20). Average Joe. Retrieved March 29, 2008, from New York Magazine Web site: http://nymag.com/nymetro/news/bizfinance/biz/features/15139/

Schmidt, Ruth A., and Brenda M. Oldfield. "Emerald: Article Request - Dunkin’ Donuts - the birth of a new distribution and franchising concept." Emerald: Welcome to Emerald. 30 Mar. 2008 .

Van Der Does, Ph.D, L. (2007). Strategist. Elliot Leadership Institute, 1. Retrieved May 24, 2008, from http://www.elliotleadershipinstitute.org/assets/documents/Strategist%20White%20Paper.doc.

Weber (2007). FAIR TRADE COFFEE ENTHUSIASTS SHOULD CONFRONT REALITY. Cato Journal, 27(1), 109-117. Retrieved March 30, 2008, from ABI/INFORM Global database. (Document ID: 1267543011).

Wolfe (2006, May). Study: Americans' coffee consumption ties soft drinks. Gourmet News, 71(5), 8. Retrieved March 30, 2008, from ABI/INFORM Trade & Industry database. (Document ID: 1033194921).

Hill Holliday

This is a case study of the Hill Holliday agency
By: Kaitlin Riddle, Steven Flick and Kelsey Kampschror

History

History
Hill Holliday was founded in 1968 by Jack Conners, Jay Hill, Steve Cosmopulis and Alan Holliday. Their headquarters is located in Boston, Massachusetts with other offices located in New York, Miami, Greenville, and San Francisco. They have won many awards including Advertising Age’s Agency of the Year in 1986, followed by The Grand Prix at the Cannes Film Festival of Advertising in 1986, Four Clio Awards at the 30th Annual Clio Awards in 1989, the MITX Award in “Best use of Mobile” category and many more awards. Currently Hill Holliday’s major billings include Toys “R” Us, Dunkin’ Donuts, Chili’s, Anheuser Busch, and Liberty Mutual. As of 2004 Hill Holliday employed 680 persons. Hill Holliday continues to impress potential clients and advertising critics with their creative and unique campaigns.

Best Known Agency Work
Hill Holliday tends to represent clients whose products are aimed for the general American public. Some of their best known clients, Toys “R” Us, Dunkin’ Donuts, Chili’s, Anheuser Busch, and Liberty Mutual all have target markets that can in some way be described as an all-American group. Toys “R” Us has a primary target market of young, middle income families with two or more children. Dunkin’ Donuts has a new campaign that aims for a target of fast-paced-on-the-go businessmen and women with families ages 25-40. Anheuser Busch, unlike their other clients is aimed more toward the typical middle income American male between the ages of 21-40. By focusing their services toward one target market, Hill Holliday has had an influence in marketing products toward Middle America.

Financial Information

Conglomerate Ownership
The company is owned by the conglomerate Interpublic Group of Companies, Inc. (IPG). IPG is an enormous publicly traded parent company that also owns other advertising agencies such as: The Martin Agency, DraftFCB, TM Advertising, Mullen and many other marketing, branding, media buying, and communications companies. Hill Holliday is one of their full-service domestic agency brands. Having a connection to a strong parent company can greatly affect how an agency works and functions in that role. According to IPG’s 2006 annual report, “The role of the holding company is to provide resources and support to ensure that our agencies can best meet our clients’ needs.” IPG develops financial objectives, strategies, inter-agency programs, “financial management and operational controls, guides personnel policy, conducts investor relations and initiates, manages and approves mergers and acquisitions. In addition, we provide limited centralized functional services that offer our companies operational efficiencies, including accounting and finance, marketing information retrieval and analysis, legal services, real estate expertise, travel services, recruitment aid, employee benefits and executive compensation management.” Hill Holliday, as a part of this conglomerate must abide by IPG’s standards, rules and regulations, but they also receive the benefit of having a vast array of resources. For example, BzzAgent, Inc is a company that specializes in word-of-mouth, or viral, advertising. In an agreement with IPG BzzAgent has agreed to provide their services at discounted rates to agencies within IPG’s holdings, such as Hill Holliday

Public or Private Ownership
IPG, as the parent company of Hill Holliday, reported $6.19 billion in revenue for the 2006 fiscal year, the most recent annual report available. This amount of revenue is astonishing considering IPG was trying to come back from a slump that had resulted due to the loss of major clients. The majority of revenue comes from the United States with 55.6%, followed by Europe (not including the United Kingdom) at 16.8% and then the UK with 9.1%. Asia Pacific and Latin America represent the other 13.2% in 2006. The company negotiates contracts on an individual client-by-client basis, but typically, charge based on fees that are determined by hourly rates, overhead and mark-up. Commissions are still utilized as well, but not as often.

Financial Performance
Advertising Age included Hill Holliday in its list of “the leading agencies in 2006 by US revenues.” According to company Chairman and CEO, Michael I. Roth, “strength of our U.S. independents was a key contributor to our results in 2006. Led by Cambell-Ewald, Campbell Mithun, Carmichael Lynch, Deutsch, Hill Hol[l]iday, The Martin Agency and Mullen, we have a uniquely powerful group of agencies, each offering great creativity and an integrated suite of services under one roof.” One of Hill Holliday’s clients is Verizon, which is one of IPG’s top five clients based on revenue. The 2006 annual report states the top ten clients “accounted for approximately 25% of revenue in 2006.” IPG appears to be trying to resuscitate itself from a three year long slump, reporting operating losses in 2003, 2004 and 2005 causing losses for common stockholders. In 2006, the company did operate with a profit though, but stockholders are still incurring losses.

Agency Characteristics

Agency Strengths
Hill Holliday understands the current market and how to use the technology resources that are available. They encompass Hispanic marketing and advertising, as well as the ability to create interactive, peer-to-peer, and viral marketing campaigns. The website included interactive blogs which was unique and impressive. To a technology guru it may not seem like much, but to a client, with older executives, it shows that Hill Holliday is technologically smart. In addition, the blog shows that the company understands the consumer mindset and the current popular trends, which can reassure a company that by choosing Hill Holliday as their agency they will succeed.

Agency Weaknesses
Hill Holliday has made a point to be very clear with their central messages in their recent projects, however they have been lacking with their clarity of their creative content with the exception of Liberty Mutual. An example of this is the “Lefty Loosy” Dunkin Donuts commercial. The commercial uses an irritating singing voice that constantly repeats “lefty loosy…righty tighty.” Although the message of “Dunkin Donut’s coffee is great tasting and keeps you going” is eventually stated, the viewers lose attention before the message can be clearly established. Their Cleveland Clinic commercials do the same. An irritating voice over and horrible content leads to the consumer turning off the television before the message can be retained. If Hill Holliday wants to keep their target audience engaged, they need to make sure that their “unique” voice or message does not irritate the viewer.

Agency Differentiation from Competition
According to Ty Thornhill, a VP at Hill Holliday’s southern arm, Erwin-Penland, Hill Holliday stands out because they are channel agnostic. Channel agnostic refers to the agency coming together as a whole before the pitch and not making assumptions about which division is best suited for the client. After insights have been found, Hill Holliday brings in people from every department from PR to brand development to decide on the right channels for the message. In addition, he stated that everyone takes on the project as if they own it themselves, “there is a true entrepreneurial spirit in our agency.”

Agency Website

Creativity of Website
The website is very simple but modern, featuring a large grey box with a smaller lime green box that holds links for information about the company, their client work, and contact information. An innovative way that Hill Holliday has found to use their website is their Hill Holliday blog. The Hill Holliday blog is written by employees and it discusses current marketing headlines and issues, their current and upcoming projects, and their opinions on general advertising. The blog gives potential clients and other audience members an insight into the company and all the while giving the public a chance to directly interact with employees. The blog is an interactive medium that Hill Holliday has successfully mastered and is one of the most unique and differentiating parts of their website.

Agency Services highlighted
· Interactive
· Direct
· Advertising
· Strategy
· Design
· Media
· Peer-to-peer
· Hispanic

Agency Approach

Hill Holliday is a team-based agency. As stated previously they will often come together from different departments to come up with a solution. When it comes to communication and relationships, they believe a campaign cannot be successful without effective communication between the agency and the client. They see themselves as the mechanic to the client’s problem, but unlike a person’s automobile mechanic, they want the client involved all the way through the process.


Brief List of Sources

http://www.lexisnexis.com.proxy.library.vcu.edu/us/lnacademic/search/companyDossiersubmitForm.do
http://www.lexisnexis.com.proxy.library.vcu.edu/us/lnacademic/search/companyDossiersubmitForm.do
http://library.corporate-ir.net/library/87/878/87867/items/247880/2006ar.pdf

http://www.wetfeet.com/Content/Companies/h/hill%25holliday.aspx

http://www.businesswire.com/portal/site/home/index.jsp?epi-content=NEWS_VIEW_POPUP_TYPE&newsId=20080213005572&ndmHsc=v2*A1200747600000*B1203412460000*DgroupByDate*J2*L1*N1000837*ZRockport&newsLang=en&beanID=202776713&viewID=news_view_popup
http://www.hhcc.com/

Miller Chill v. Bud Light Lime

Last year Miller Brewing Company launched Miller Chill. This summer saw the launch of Anheuser-Busch’s Bud Light Lime. The question is why is Miller Chill floundering and Bud Light Lime is succeeding (relatively speaking)?

Miller Lite championed “Man Law” in a campaign not so long ago. One of the man laws was, “no fruit in beer.” Although the “Man Law” campaign is fairly old in advertising terms, Miller Lite still has a specific portion of the market that they target. This is the same market that believes the man laws made by Burt Reynolds and his cohorts and that market was not receptive to beer with a fruity, salty twist.

Bud Light has a slightly more diverse marketing plan. They are currently capitalizing on “drinkability,” which is that certain je ne sais quoi, that makes bud light a more drinkable beer according to the ads. Drinkability is a braod term that speaks to both male and female beer drinkers, connoisseurs and guzzlers alike. They launched Bud Light Lime with a $35 million campaign. In order to continue the success of Bud Light Lime into the fall and winter season Anheuser-Busch has launched a campaign with the slogan “Seasons change, tastes don’t.”

http://www.beverageworld.com/content/view/35359/
Another indesign font poster. This one is for the font "A Nightmare." I think I benefitted from learning Microsoft programs that are used in advertising, even if it was an introductory glimpse.


Employee Motivation

Acting as a leader is an important facet of an account manager’s position. They must act as a catalyst for the members of their team in order to create the best work possible. There are various studies on the best way to motivate and reprimand employees. Positive and negative reinforcement represent one theory on motivators for employees; however, they may lead to a better solution.

Positive reinforcement is “following a response with something pleasant” (Robbins, 58). For example, after a project is completed the manager may dole out bonuses as a way of saying the employees did a job well done. Deborah Mackin, author of The Team Work Tool Kit, 2nd edition, and founder and president of New Directions Consulting, Inc believes that for positive reinforcement to work the “reward” must be something personal that the employee desires. Giving a single secretary with no kids an afternoon off may not be as effective as a bonus, whereas giving the working mother of three an afternoon off to watch her child’s soccer game would be.

The One Minute Manager states “people work better when they feel good about themselves” (Blanchard). This theory can be used to show why managers and organizations must use positive and negative reinforcement effectively in order for the employees to feel good about themselves and to maximize efficiency and productivity. Positive reinforcement works as a better motivator for employees. Employees that feel better about their jobs will tend to have less turnover, lower absenteeism and higher job satisfaction.

Robbins and Judge refer to negative reinforcement as “following a response with the termination or withdrawal of something unpleasant” (Robbins, 58). Deborah Mackin refers to negative reinforcement as the “introduction of fear.” Her example is, “’Better get that report that John wants on his desk by four or he won't be happy.’ The employee "moves" his/her behavior in order to avoid the anticipated wrath of John.” Both are saying the same thing in their own way, Robbins and Judge refer to it as a current unpleasant thing that has ended, whereas Mackin refers to it as the threat of something unpleasant in the future. Negative reinforcement does not instill the same job satisfaction that positive reinforcement does. It can cause employees to feel insecure, anxious about the status of their job and even revert to politics. All of these factors will have the opposite effect of positive reinforcement: higher turnover, higher absenteeism and lower job satisfaction.

Mackin points out that the distinction between positive and negative reinforcement comes down to the results achieved by the employee and the company. “Positive reinforcement builds accountability; negative reinforcement builds avoidance of accountability and a desire to ‘play it safe’” (Mackin). Performance management, as it is referred to by Mackin, such as positive reinforcement will inspire accountability in employees.

I think the most successful form of employee motivation is another type of reinforcement that B. F. Skinner explains called the “natural reinforcer.” Skinner states, "We can say that some students study because they have a desire to learn, an inner urge to know, an inquisitive appetite, a love of wisdom, a natural curiosity, or some other trait of character. We thus allay our natural curiosity and satisfy our urge to know, but we do not improve teaching, for nothing about a trait tells us how to alter it or even keep it alive" (Skinner). Employees who have the natural reinforcer will tend to have more freedom over decisions, will feel like there is equity in bonuses and rewards within their organization as well as feel positively about other aspects of their jobs. They will need less supervision than the employees who require more positive and negative reinforcement. Not all employees respond to reinforcements in the same way. Employees at different motivations and abilities will require different positive and negative reinforcement in order for them to act in accordance with the desired reinforcement result.

The natural reinforcer will create the ideal employees and work environment as a whole. However, employees must be led to this level of satisfaction. Similar to Maslow’s Hierarchy of needs which states that humans must fulfill their most basic needs before being able to fill higher level needs such as self-actualization. New employees will still require positive and negative reinforcement in order to learn the systems that are being utilized in the work place. However, an employee who is satisfied with their work, the environment, their co-workers, etc. will have an inner desire to do better and create better work. They will develop the inner urge to continue to succeed and do better work for the company. This is how teams can create synergy to develop better work.

Works Cited

Blanchard, Ken and Spencer Johnson. The One Minute Manager. New York, HarperCollins Publishers Inc: 2003.

Judge, Tim A., and Stephen P. Robbins. Organizational Behavior & SAL CDROM Pkg (12th Edition). Alexandria, VA: Prentice Hall, 2007.

Mackin, Deborah. “Growing Responsibility and Accountability in the Workplace: Part 2.” The Sideroad. 2007. Blue Boulder Internet Publishing. 18 Oct. 2007. http://www.sideroad.com/Management/growing-responsibility-and-accountability-in-the-workplace.html.

Skinner, B.F. The Technology of Teaching. Cambridge: B.F. Skinner Foundation, 2003.

VCU advertising Curriculum

Advertising agencies are no longer keeping different departments in the silos of yore. The new business plan has copywriters working next to account planners who are in contact with the creative director in teams. Virginia Commonwealth University in Richmond Virginia has one of the top advertising graduate programs in the country, the VCU Brand Center. The undergraduate program’s curriculum was recently redone and the changes do not reflect the movement toward integration that is being seen within the industry.

There are two different tracks in the advertising major: strategic and creative. Under the old program strategists were required to take copywriting and media graphics. Alternately, creatives had to take a portfolio class that integrated strategy. The new curriculum has put an end to that and now the different tracks are segregated to their different specializations. It is beneficial to see all the facets that make up advertising to become a well rounded professional. All strategists must be creative and all creatives need to have some sense of strategy in order for the advertising they create to be innovative and on message.

In order to better prepare the advertising students in the different tracks for working in the advertising world they should be integrated. A copywriting class could be paired up with a class of account planners. The creatives would be able to base their advertising off the briefs the strategists wrote. That way both tracks will have a better understanding of what the other half does.

If the advertising world is moving toward integrating the various departments to create more cohesive teams and ads why is VCU doing the opposite?

Monday, December 1, 2008

FedEx and UPS Competitive Analysis



Fed Ex and UPS are competing to ship people’s packages, especially businesses whose higher volume will create a higher profit. As brands, the companies have had to differentiate themselves through their advertising to try to reach the target market.



UPS’s current marketing strategy hinges on the whiteboard sketches of Andy Azula, a creative director from the Martin agency in Richmond, Va. Azula is a laid back man whose freelance sketches transform along with the story he is telling the viewer about the benefits of using UPS. To view all the UPS ads click here http://www.pressroom.ups.com/multimedia/av/advertising/0,1405,,00.html. The ads are a departure from other shipping companies’ ads, such as FedEx, whose ads focus on busy business people in need of shipping aid. The UPS ads are soothing in their delivery and they convey a sense of calm. The story telling aspect makes it seem more like information versus just a tagline or scripted ad. The drawings are always developing from one thing to the next so they entice the reader to watch to see how the drawing will end. The ads are looking to appeal to the business person who needs help not more hectic advertising clutter to sort through. The ads are such a departure from other ads that UPS has set themselves into a niche that they will help the customer without being a jarring presence in their day-to-day business routine. The campaign has changed the personality of the UPS brand. The brand was becoming stale and distant from younger business people; however “what can brown do for you” can now be visualized as a benefit to be attained.



FedEx’s “Relax, it’s FedEx" campaign has some humor and unexpected twists. Although still in an office setting the ads show the benefits the company will get from the money they save by using FedEx over UPS. In one spot the workers have purchased massage chairs with the money they saved by reducing their overhead costs. To see the FedEx ads click here http://fedexads.designcdt.com/. The FedEx ads are made to appeal to the business person who needs a break in their day. The FedEx ads are comical and set to show how things at work should be taken lighter. FedEx wants consumers to believe they can relieve some of the burdens at work by taking away some of the grunt work.



The different ad campaigns set the two companies apart. UPS and FedEx are the market leaders in shipping in America. Recently, even DHL announced that it was shutting down its operations in America because the competition between FedEx, UPS, and the United States Postal Service is so fierce. However, the new campaigns may be causing a role reversal for UPS and FedEx. FedEx was a newer company that made a fresh impact on the shipping industry when it began and UPS was the stodgy old-faithful. Now, UPS has been able to reposition themselves as a company that is more in tune with the target market. Busy business people do not want a dog and pony show (or in the case of FedEx birds flying out of an overgrown beard). They want something that stands out from the barrage of information overload that they are subjected to and right now UPS has been more successful at that than FedEx.

Advertising and the Sexual Appeal



Sex is often used as a way to connect with the consumer through an emotional appeal. Men are more likely to remember a message that they find stimulating than women. Women need to have more of an emotional connection, than just pure lust for the object of the ad, whereas men enjoy the visual stimulation. The problem is that although both genders recall the scantily clad girl or the beefcake, they are rarely able to remember the product that the ad was for. This raises the question of why sexual appeals are still being used in advertising if they have a narrow appeal and a low recall rate.


Sex appeals will continue to be used as long as there are consumers, but where is the proverbial line to be drawn? According to Jessica Blair, et al, there are four guidelines that the industry should follow in determining the appropriateness of using sexual appeal. “Targeting consumers as carefully as possible to avoid unnecessary conflict and to minimize the viewing of sexual appeal by people who might be disconcerted by them” is the first guideline. This raises the point of using targeting to make sure that the audience will be receptive to that point. It is less common to see sex appeal in a television spot versus a print ad for this reason. Although television is rapidly expanding and the Big Three is something of the past, television is considered more prominent and more widely viewed, therefore it should be weighed more heavily when considering a sexual appeal. Magazines have the advantage of having a cover that hides the secrets that are within, and are able to get away with more risqué and daring ad campaigns. The other guidelines Blair presents is, raising advertisers awareness of who they may be affecting, testing the effects of their ads on the public, as a whole, not just the target audience, and to consider “the effects of their commercials in prompting individuals, whether in their target or not, to take actions that have negative consequences.” Advertisers must adhere to guidelines like these in order to stave off government interference according to Blair. By self-monitoring the advertising world will continue to get away with its use of sex.


Dove, which is part of Unilever, launched their campaign for real beauty in 2004. The company claims that sales have increased since the launch of the campaign, but the results are not as clear. Earlier this year Dove was faced with a scandal when an article in the New Yorker mentioned that photo retouching may have been used on the ads featuring the real women. Dove has also launched a line for women of advancing age and for women who do not have as many body image issues, but do still suffer from the occasional bad hair day. Dove was able to grab the media’s attention and to create a buzz around the campaign, because it was so avant garde. Barbara Lippert, from Adweek says, I applaud the agency for keeping a level playing field by subverting mainly beauty brand claims,” but, “…this brand, part of Unilever, makes products that offer some lighter, brighter, tighter, firmer claims of their own. Dove is muddying the waters for the consumer. How can a company that hosts numerous workshops to teach girls about self esteem turn around and tell their mothers that they should buy this cream which will make them look younger (which inherently means, better)? The nominal increase in sales that Dove has seen may not be attributable to the campaign. Studies show that although women do not like being objectified by advertisements, by showing them a flawless woman they want to purchase the product because now they have something to strive for. View DOVE Campaign for Real Beauty videos.


The way women view themselves and the culture that surrounds them affects how they feel about using sex in advertising. Amanda Zimmerman and John Dahlberg present data from 1991 and compare it with results from 2008 to compare how women then and now see women in advertising. The authors present “third wave feminists.” “This feminism embraces sexuality. It views sex as power.” However, in advertising, where women can be categorized into “housewife, decorative element, sex object and dependent on men,” according to a study by Ferguson, Kreshel and Tinkham, women are not being empowered, but trivialized.


Although the facts surrounding the use of sex appeal in advertising tend to skew negative, it is a necessary evil that will continue. Advertisers must create an image and an ideal for the product that the consumer wants to strive for. Dove may have the campaign for real beauty, but they also sell wrinkle cream to diminish the signs of aging. This dichotomy shows that even a company that is trying to go against the trend will inevitably succumb to it to maintain profitability. Women may not like to see themselves as a “decorative element,” but when they look at an ad they do not want to see a tired looking soccer mom anymore than the guy who thinks he is going to get all the ladies by wearing a body spray. Advertising creates an illusion, or delusion, that people want to achieve.

Tuesday, November 25, 2008

Font Poster


This is my attempt at inDesign and creating a font poster for the font "Santa's Big Secret"

Consumer Analysis - Epicurious.com

Copy: "Want to impress your sweetheart? You don't need to fudge it anymore. Epicurious.com has thousands of decadent delights and chocolaty bites to sweeten Valentine's Day."

Demographic information on target audience:


The target audience for this ad is females between the ages of 24 to 36. She is newly married or in a steady relationship. She has a college education and is from middle to upper class family.

Consumer insights:

What separates epicurious’ consumer from other recipe sites is that she wants to be a better chef than she is, but she is not starting from square one either. She has some knowledge in the kitchen, but wants to improve and she does not wanted to be treated like a four year old by Rachel Ray, while she is trying to learn. She chooses epicurious because it expresses her true intention of being curious and seeking out solutions, instead of going to, easy recipes.com, for example. Epicurious makes consumers feel a little more like connoisseurs and less like inept chefs. They do not want to cook below their abilities; they want to strive for excellence, even if it looks like it was harder than it really was which is okay.

The consumer is not stodgy or snobby. They may like to hold their noses in the air a little, but only because they know in the culinary world they have surpassed the people who depend on the food network. Epicurious consumers have progressed from the recipes in the back of Southern Living and they are on to Bon Appétit. They have stretched their culinary wings, and while they are not opening their own restaurant anytime soon, they are excited by the masterpieces they create. The food they cook is about making other people happy, and the good thing about food is, when you make someone else happy with it you know it must be good, so you feel a sense of accomplishment as well. Everyone loves an ego boost, and if it comes from something you have created it is even more sincere. These ladies do not have low self esteem, but who does not like to feel better about themselves?

http://www.epicurious.com/

Competitive Analysis: Kraft & Duke's mayonnaise


Kraft Mayonnaise and Duke’s Mayonnaise offer the same consumer good. They target mayonnaise users; however, the two companies are clearly varied in their positions.

Duke’s mayonnaise’s brand is southern based on the region in which it is sold. They tout the fact that they have been around since 1917. Duke’s mayonnaise is slightly richer then Kraft mayonnaise because it is made with more eggs. Duke’s recently went through a repositioning effort to address the fact that they are not used as a condiment as much as other mayonnaise brands because of the richness of the flavor. Duke’s has positioned itself as an ingredient. Instead of competing with Kraft head to head, Duke’s realized they had a unique position. Kraft holds a large portion of the mayonnaise market for use as a condiment. Duke’s is circumventing that competition by telling their consumers that Duke’s is an ingredient. Duke’s is now telling consumers to use Duke’s in their potato salad, or in their chocolate cakes, or their deviled eggs, whereas before their message was that Duke’s was an optimal sandwich topper. Duke’s consumers may even have two jars of mayonnaise in their home. Kraft for sandwiches and Duke’s for baking. Duke’s may be a little too rich for the average mayonnaise consumer, but people want a richer flavor for the items they use mayonnaise as an ingredient in.




Kraft mayonnaise is a more stylish mayonnaise. It is more well-known than Duke’s and is offered nationally, whereas Duke’s is only available in certain regions. The label shows fresh lettuce, tomato and onion invoking images of a nice cold cut sandwich in the mind of the consumer. They are the sandwich mayonnaise. Recently Kraft advertising has focused on the brand versus the individual products. Kraft ran ads to “Kraft your summer” stressing the memory of the brand since they have been leaders in the market. Kraft also ran an ad for their newest version of mayonnaise, one that is made with olive oil instead of vegetable oil. The ad showed women dancing around a house utilizing the mayonnaise. One woman made a tomato sandwich slathered with mayonnaise. Kraft is made for sandwiches. The strategic advantage they have over Duke’s is that they are market leaders, they already have top of mind recognition with consumers who are looking for a sandwich condiment and they are beginning to offer healthier alternatives to basic mayonnaise.




Both companies offer the exact same thing: egg yolks, oil, vinegar and some spices for flavoring, but they have a huge variance in the way they market their brands. Duke’s has avoided competing directly with Kraft as a sandwich condiment. Duke’s could not compete with the mammoth market leaders, but by creating its own position in the mayonnaise market they have been able to remain profitable. Kraft is one of the mammoth market leaders and they have been for a while so clearly being the sandwich mayonnaise is the right position for them and they do not need to address different ways of using mayonnaise, such as an ingredient.

Creative Brief for the United Network for Organ Sharing

1. What problem does our advertising need to solve?
The demand for organs exceeds the supply in the African-American community.

2. What is the advertising going to accomplish?
We need to increase the supply of African American organs available for donation by convincing more African Americans to be open to organ donation and to change their donor status. Initially, the advertising is going to begin a dialogue between members of the African American community and their family members about the importance of organ donation. Another goal is to educate African Americans about the process and the need for organ donation. Ideally, they will commit to being donors. The campaign will have an output of 500 informational packets for church leaders along with follow ups with those leaders. Alternatively, the return of 1,000 donor commitment cards would be satisfactory. Eventually, the goal would be to increase the amount of African American organ donors. In two years the goal would be to see an increase in African Americans committed to being donors by 30%. Along with this there will be an increase in donors and shorter waits for people in need of organs.

3. Who are we going to connect with?
Our primary target will be leaders of African American churches. They will have a wide socio-economic and age range. The advertising’s secondary target is going to be African American church goers. Both male and females will be targeted. The age will range from mid twenties to late sixties, because this is the most populous age range for church attendance. By targeting a variety of churches, African Americans from all socio-economic levels will be addressed. A variety of churches will be targeted, but members of the Christian faith will be the largest segment.

4. What are the most insightful things we know about them?
The target audience views themselves as good people. They are a part of a close-knit community and that helps develop their sense of self. They are more willing to believe a peer. They want information presented in a social way, by people they trust. Large corporations or organizations have negative connotations in their society. Like all people they want to see images of what they aspire to be, not what people want them to be. They are very proud of who they are and their culture.

5. What is the single, most effective message we can tell them?
Becoming an organ donor is a way to contribute specifically to the African American community.

6. Why will the target believe this message?
The target will believe this message because it is coming from a credible source. The excuse that it is against their religion or against god’s plan will be addressed. If a preacher is recommending it, the message has more clout. Additionally, preachers should be able to stamp out the rumor that doctors will kill you if you are an organ donor, because a preacher would not send a congregant to their death. When African Americans donate organs they are specifically used for other African Americans. Also, the amount of donors to needed organs is disproportionate within the African American community.

7. What is the best context for this message?
The best context for this message is through the church. The message should be delivered by a pastor or member of the clergy that the congregants trust. Church bulletins being endorsed by a church leader could provide a testimonial. The UNOS brand will be included, but minimally because nothing is being bought or sold. It is simply an educational campaign about something good they can do for their fellow African American.


8. Other important info
The tone of the message will be somber. Organ donation is a serious issue that many members of the audience will be wary of and it is not to be taken lightly.

Creative Brief for CarMax

1. What problem does our advertising need to solve?
Car sales have been languishing in the current economy and consumers are too focused on low price and not on the value and benefits offered by CarMax.


2. What is the advertising going to accomplish?
The advertising will stress the fact that CarMax can be trusted. Other places may have slightly lower prices, but CarMax can offer you a sense of security with your investment. Increasing car sales is an obvious goal. We also want CarMax to have top-of-mind recall in consumers’ minds for their future car purchases. We want to create a culture around the CarMax brand that gives people a sense of value through the benefits that they receive by purchasing a CarMax car.


3. Who are we going to connect with?
We are going to connect with anyone who may be in the market for a car. CarMax appeals to car purchasers 25-54. The “sweet spot” according to a CarMax representative is buyers in their mid 30s and in a middle income bracket.


4. What are the most insightful things we know about them?
Our consumer has dealt with the typical car buying experience before. They felt pressured and realized they wound up over paying. They are jaded by the whole experience. They want to know what they are getting and what they are paying up front. They have not completely forgotten form with their function though. They still want a car that will look good and they won’t mind parking it in the driveway, but practicality still comes first.


5. What is the single, most effective message we can tell them?
What if everything was like buying a CarMax car? It is easy to buy a car at CarMax and wouldn’t it be nice if everything in life could come with the benefits that are offered with a CarMax car? Benefits at CarMax include: 125 point inspection, five day money back guarantee, limited 30 day warranty, and when you leave the CarMax lot you have your title, registration and license plates, etc. What this will mean to the consumer is that they have a car that is inherently more valuable than if they had bought it anywhere else.


6. Why will the target believe this message?
The target will believe the message because they have been through the alternative form of car buying and were left jaded. Now they are willing to try a new way. They will believe if they are shown proof of the ease of car buying at CarMax. People are wary of the cheapest thing they feel secure in paying more because they feel they are getting the service of a new car with the assurance of their used car.

7. What is the best context for this message?
The best context for this message is to develop a culture around CarMax and the experience and benefits it offers.


8. Other important info
The tone of our message will be fun and exciting, but not chaotic.
CarMax’s current links to popular culture include radio, TV, print ads and an extensive web site. CarMax’s competition includes: AutoNation, Penske Automotive Group, Sonic Automotive, America’s Car-Mart, Cars.com, Craigslist, and AutoTrader
CarMax is the sixth of eight automotive retailing services on the list of Fortune 500 companies. It is rated 411.