· Is he redoing the whole yard or just the front· Hes redoin.docx

1. · Is he redoing the whole yard or just the front?
· He's redoing the whole yard
· How much topsoil does he need?
· You will have to figure that out. Remember he's putting a new
4 inch layer down over all the area currently covered by grass in
the overhead picture above.
· How big is the yard?
· You can estimate it using the overhead schematic.
· What kind of pickup truck does he drive?
· A 2003 Ford F-150 XL.
· How much can the pickup carry?
· The truck bed is 80 inches long, 69 inches wide, and 20 inches
tall.
· How much is the delivery charge?
· $30 per truckload on top of the soil cost. Each truckload can
deliver up to 18 cubic yards.
· How much does the topsoil cost?
· $18 per cubic yard (sold in 1/4 cubic yard increments).
· How far is the soil store?
· It is 9 miles away. It takes about 20 minutes to drive there.
· What gas mileage does the pickup truck get?
· It averages 17 miles to the gallon.
· What is the current gas cost?
· Assume it's $3.79/gallon.
Using this information, figure out whether your neighbor will
save money by picking up the soil himself. Use the results of
your calculations to guide your decision: would you
recommend that your neighbor pick up the soil himself, or pay
for delivery?
Written Assignment: Write out your calculations
with college level presentation and written statements
that guide the reader through your process. Don't just fill the
page with calculations.

2. Label with headers what calculations you are
performing for each part of your analysis. Clearly write out
your final conclusions with your cost analysis using complete
sentences. You need to submit your best work for evaluation,
not a page of scratch paper.
image1.jpeg
Part 1
Give an example of a service that you experienced recently.
Explain why it was superior to their competition. Based on the
service that you received, was it worth more to you (i.e., would
you have paid more in comparison to their competitors)?
Your journal entry must be at least 200 words in length. No
references or citations are necessary
Part 2Marketing Plan: Part III
In this unit, you will continue to build upon your marketing
plan for an existing company and a product or service of your
choice. For Part III, make certain to include the sections listed
below in your marketing plan.Segmenting, Targeting,
Positioning, and Differentiation
Identify the specific segmentation strategies that you will use.
Identify your target markets. Incorporate the use of specific
demographics and data in your research.Marketing Strategy
In this section, use the four Ps of marketing to specifically
explain your product, price, promotion, and place (or
distribution) strategies. Identify any specific competitive
advantages that you have for each P that you are
using.Positioning
How do you want your customer to perceive your product or
service? What benefits will you offer? What is your sales
strategy? Explain whether you will focus on business-to-
business (B2B) or business-to-consumer (B2C) markets.
Your essay must be three pages in length, not counting the title

3. and reference pages. All sources used must be referenced;
paraphrased and quoted material must have accompanying
citations. You must use at least two references. Adhere to APA
Style when constructing this assignment, including in-text
citations and references for all sources that are used. Please
note that no abstract is needed.Resources
The following resource(s) may help you with this assignment.
Page 1 of 20
Slide 1 - Slide 1
Slide notes
Text Captions
Unit VI:
Page 2 of 20
Extending
Customer Experience
and
Value

4. Begin
Begin
Begin
Page 3 of 20
Slide 2 - Slide 2
Slide notes
Text Captions
Table of Contents
Unit Lesson
Unit Lesson
Unit Lesson

5. References
References
References
Page 4 of 20
Glossary
Glossary
Glossary
Page 5 of 20
Slide 3 - Slide 3
Slide notes

6. Text Captions
Unit VI: Extending Customer Experience and Value
The Customer Experience
The relationship between the consumer and firm has continued
to become more dynamic with the continued surge of
social media, technology, and marketing strategy. Customers are
also focused on the experiential value that they
experience with products and services. This is where marketers
can start focusing on people, processes, and presence.
This makes it more challenging for marketers, as they must
create meaningful exchange in the service experience.
According to Tuten (2020), service is defined as “a transaction
in which service providers use resources such as skill and
experience to benefit customers, but in which no physical goods
are transferred from seller to buyer” (p. 318). A service is
something that cannot be seen or touched; it is intangible.
Because of this, it makes it more difficult for consumers to
make
effective decisions when reviewing multiple alternatives. A
service can be viewed as an experience, which can be a

7. momentary process or an episode that can range from simple to
complex.
Page 6 of 20
Although moments and episodes can both bring value to the
consumer, the ability to experience friction can still occur.
Friction occurs whenever a consumer sees depreciation in the
overall value of the experience with a brand (Tuten, 2020).
Accordingly, there are five components of friction that can
erode the experience; they include processes, technology,
knowledge, engagement, and the ecosystem (Tuten, 2020). The
goal of any brand should be to alleviate the potential for
friction as it pertains to the aforementioned components.
5 Components of Friction
Creating is the process of identifying
offers with value through collaborating
with suppliers, distributors, and
customers.
Delivering is the process of moving those
offerings to the customers in the most

8. valued way.
Communicating is the two-fold process of
broadly describing those offerings as well
as continuing to learn from customers.
Exchanging is the process of trading
something of value from the customer to
the seller for those offerings.
Previous
Previous
Previous
Home
Page 7 of 20
Home
Home

9. Next
Next
Next
Page 8 of 20
Slide 4 - Slide 4
Slide notes
Text Captions
Click to Reveal
Processes
Processes
Processes

10. Technology
Technology
Page 9 of 20
Technology
Knowledge
Knowledge
Knowledge
Engagement
Engagement
Engagement
Ecosystem
Ecosystem

11. Ecosystem
Click the terms on the left to learn more information.
Steps that are taken to achieve an end goal
A collaboration of scientific processes, techniques, and
skills that are used to produce goods and services
Using education, experience, skills, and information to
enhance the understanding of a topic or subject
Arranging a meeting to do something at a certain time and
place
When biological entities interact with their physical
environment
Previous
Previous

12. Page 10 of 20
Previous
Home
Home
Home
Next
Next
Next
Page 11 of 20
Slide 5 - Slide 5
Slide notes
Text Captions

13. Unit IV: Products, Services, and Price
Impact of People on the Marketing Mix
Page 12 of 20
People have a significant impact on the marketing mix. Their
influence can come from the perspective of employees or
customers. Employees and customers all have certain behaviors,
bias, beliefs, and attitudes that impact the marketing mix and
the
service experience. In services where high contact is exhibited,
the
employee can be seen as the representative of the brand. In a
more
traditional environment, it is important for a firm to provide the
training that is necessary for employees to bolster desirable
personality characteristics, communication skills, personal
presentation, empathetic actions, knowledge surrounding the
company, and anger management.
Previous
Previous

14. Previous
Home
Home
Home
Next
Next
Next
Page 13 of 20
Slide 6 - Slide 6
Slide notes
Text Captions

15. Unit IV: Products, Services, and Price
Processes
With technology having a stronger presence throughout the
business
environment, it is altering the interaction of relationships in the
marketing realm.
Newer technologies have allowed for apps, automation, machine
learning, and
artificial intelligence to guide the relationship between the
product and consumer.
As processes reduce human interaction, it is likely that this will
be one of the
greatest contributors to friction between a firm and a consumer.
Page 14 of 20
One big frustration for consumers is being directed to an
automated phone line.
On a survey done by Groshek et al. (2016), it was found that
that 90% of their
1,321 customers wanted to speak with a live agent on the phone.
It is also
interesting to note that during this experience of speaking with
automated phone
lines, only 3% of users actually like using these when
interacting with a business
or firm (Groshek et al., 2016). It is important for marketers to
analyze this process
using a technique called blueprinting. Blueprinting allows an

16. organization to
identify friction, reduce unnecessary steps in a process, explore
more positive
opportunities, and improve the end outcomes (Tuten, 2020).
Previous
Previous
Previous
Home
Home
Home
Next
Next
Next

17. Page 15 of 20
Slide 7 - Slide 7
Slide notes
Text Captions
Unit IV: Products, Services, and Price
Presence
Page 16 of 20
Firm presence has the ability to influence the marketing mix
and the elements of
intangibility. When a firm’s products or services are intangible,
it can rely on the
brand name, logo, color choices, and other possible symbols
that could give
connotative meaning (Tuten, 2020). There are also many other
cues associated
with product or service presence. These could include store
ambiance, layout of
space, signs, and artifacts. Starbucks is a very good example of
a product/service
that is able to use all of the aforementioned in promoting their

18. brand. Their stores
are unique throughout the world, and their iconic logo is a
global masterpiece.
Starbucks has continued to grow their presence throughout the
world by
continuing their expansion into notable countries such as Italy,
Vietnam, and
Colombia (which could be considered hypercompetitive for
retail coffeehouses).
Conclusion
It is important to understand the impact of people, processes,
and presence.
When being able to integrate these three components into a
marketing strategy, it
allows a firm to create a more desirable customer experience
when adopting a
product or service.
Previous
Previous
Previous
Home
Home

19. Home
Next
Next
Next
Page 17 of 20
Slide 8 - Slide 8
Slide notes
Text Captions
References
Groshek, J., Cutino, C., & Walsh, J. (2016, April 7). Customer
service on hold: We
hate phone menus and don’t
trust virtual assistants like Siri. The Conversation.

20. https://theconversation.com/customer-service-on-hold-we-hate-
phone-
menus-and-dont-trust-virtual-assistants-like-siri-51017
Tuten, T. L. (2020). Principles of marketing for a digital age.
SAGE.
https://bookshelf.vitalsource.com/#/books/9781526485359
Page 18 of 20
Previous
Previous
Previous
Home
Home
Home

21. Next
Next
Next
Page 19 of 20
Slide 9 - Slide 9
Slide notes
Text Captions
Unit Glossary
Blueprinting
Allows an organization to identify friction, reduce unnecessary
steps in a process,
explore more positive opportunities, and improve the end
outcomes.
Service
A transaction in which service providers use resources such as

22. skill and experience to benefit
customers, but in which no physical goods are transferred from
seller to buyer.
Page 20 of 20
(Tuten, 2020)
Previous
Previous
Previous
Home

23. Home
Home
Exit
Exit
Exit
MKT 3301, Principles of Marketing 1
Course Learning Outcomes for Unit VI
Upon completion of this unit, students should be able to:
4. Develop effective marketing strategies.
4.1 Explain the importance of target market and segmentation
strategies.

24. 8. Examine the marketing mix.
8.1 Develop a relationship between the marketing mix and firm-
specific competitive advantage.
Course/Unit
Learning Outcomes
Learning Activity
4.1
Unit Lesson
Chapter 10
Unit VI Essay
8.1
Unit Lesson
Chapter 10
Unit VI Essay
Required Unit Resources
Chapter 10: Extending Value: People, Process, and Presence in
the Customer Experience

25. Unit Lesson
The content for this unit is presented through the interactive
presentation below. You will see text. You may
refer back to this lesson and video as needed.
Note: Be sure to maximize your internet browser so that you can
view each lesson on a full screen, ensuring
that all content is made visible.
Unit VI: Extending Customer
Experience and Value
presentation
PDF version of the Unit VI:
Extending Customer Experience
and Value presentation

26. UNIT VI STUDY GUIDE
Extending Customer
Experience and Value
https://online.columbiasouthern.edu/bbcswebdav/xid-
134161219_1
https://online.columbiasouthern.edu/bbcswebdav/xid-
134161219_1
https://online.columbiasouthern.edu/bbcswebdav/xid-
134161219_1
https://online.columbiasouthern.edu/bbcswebdav/xid-
134127383_1
https://online.columbiasouthern.edu/bbcswebdav/xid-
134127383_1
https://online.columbiasouthern.edu/bbcswebdav/xid-
134127383_1
https://online.columbiasouthern.edu/bbcswebdav/xid-
134161219_1Course Learning Outcomes for Unit VIRequired
Unit ResourcesUnit Lesson