Service Marketing Of Albert Toll Samples †MyAssignmenthelp.com

Question: Discsuss about the Service Marketing Of Albert Toll. Answer: Introduction Albert Toll found Tolls courier Service in Newcastle, Australia in 1888 and he passed the business to his family in 1959. Under the leadership of Peko Wallsend, Tolls developed into a national courier. Highly experienced group of executives leads Tolls courier group thereby, harnessing the significant resources and using it effectively (Tollgroup.com, 2017). Japan Post has undertaken Tolls Courier Company in 2015 as a part of their global expansion (Tollgroup.com, 2017). This report highlights the 7 Ps of marketing mix implemented by Tolls Courier Company along with suggesting recommendations in order to meet the customers expectations. Evaluating the 7 Ps of marketing mix As commented by Yasanallah and Bidram (2012), 7 Ps of marketing mix allows the business organizations to communicate the product or the service to the target customers. Effective implementation of 7 Ps of marketing mix will allow Tolls Courier Company to communicate their service to the Australian population. Product or Service The company offers a wide range of services from shipping bulk cargo to single package from warehouse data to digital data and for a person or for an entire camp. The services provided by Tolls Courier Company include airport service, port services, and passenger services. The airport passenger services include check-in, baggage service, handling delay and disruption. The services provided by the company ensure truly integrated logistics solutions. Additionally, the service provided by the company includes document, parcel, warehouse and consultancy services (Tollgroup.com, 2017). Price The price and rate asked for the services provided by the Tolls Courier Company are based on the weight of the package and the transit used for delivering the parcels. The company charges $20-$25 per domestic shipment. However, the company charges almost $150-$200 up to 10 kg for international shipment. The company charges additional $50 for per kg after 10 kg. Apart from the charges of the services, the company also includes other charges such as duty tax, shipment insurance, Go Green Climate Neutral, Carbon estimate and carbon footprint (Service Rate Guide 2017: Australia, 2017). Place The company provides courier service both at the domestic market and at an international market. The company couriers both residential and commercial packages nationally and internationally. Additionally, the packages can be of various sizes including small, medium and large. The wide network of the courier company has allowed them to provide service even at the remote locations within and outside Australia (Wirtz 2012). People The company supports and encourages equality among the employees, as they consider the employees as one of the valuable assets. The company has a culturally diverse workforce and the employees are highly focused and customer-centric. Moreover, the employees are not afraid of challenges, as they are collaborative and passionate about their work. The company values their employees due to which the employees form long-term association with the company (Tollgroup.com, 2017) Promotion Toll Courier Company has been operating in Australia for many years and has successfully established them nationally and internationally. The promotional strategies used by the company include service at the doorstep, one-stop shopping and surveying the market. Toll Courier Company believes in making the life of the customers easy thereby, delivering parcels at their doorsteps. The use of one-stop shopping will help in attracting customers due to the innovativeness and measuring solutions (Al Muala and Al Qurneh 2012). Physical Evidence The sales staff members, as well as the vehicles and the aircraft, plays a major role from providing service within and outside Australia. Therefore, the company emphasizes less of buildings, landscape, and interiors. The company emphasizes more on direct customer interaction due to which the company recruits front desk executives and provide coded information for the parcels and packages (Jain 2013). Process The process followed and implemented by Toll Courier Company includes procuring products from the clients, procurement, managing order and functions. Additionally, the company also facilitates delivering products to the customers at the doorsteps. The company also uses EDI, EFT, bandwidth, and DSS for planning and execution their delivery within and outside Australia (Chikweche and Fletcher 2012). Recommendation Based on the 7 P's of the marketing mix, there are certain things that need to be improved by Toll Courier Company. As the company provides a wide range of services, they need to mention the information related to the services in details on the website. The customers should be able to access the information of the services at a click (Anitsal, Girard and Anitsal 2012). The company needs to use penetration-pricing strategy for the new customers. Though the company has been providing service in Australia over the years and have created large customer base, using penetration-pricing strategy will help the Toll Courier Company to attract new customers The company needs to provide more than six months of maternity leave for the female employees. This will help the company in maintaining an equal workforce in terms of gender and enable them to continue the career with the company in the coming years. The promotional strategies can be improved by using sports as the medium of promotion. Cast Away id one of Oscar-nominated movie that can be used by the brand for promotion. Moreover, the company can target localities in Australia with new immigrants and distribute brochures. This will help in spreading knowledge about their service among the new population. The company needs to open new outlets in remote Australian locations so that customers are able to access their service. Having few outlets in remote locations will save the trouble for the customers to visit the outlets in the city thereby, saving their valuable time The company needs to enhance their physical evidence by providing sufficient information and of how the entire process works. This will also help in separating the wide range of customers effectively by the technical team. In order to improve the process, Toll Courier Company needs to conduct huge market surveys. This will allow the company to understand how effective and to what extent the services provided by the company have been accepted. Strategies for meeting customers' expectations The two major areas that Toll Courier Company needs improvement, as they are unable to meet the customers expectations are communication with the customers and consider customer feedbacks for improving the service. Toll Courier Company provides a wide range of services both within and outside Australia. With time, the demand and expectations of the customers have changed. Though the company provides effective and efficient service, they fail in maintaining regular communication with the customers (Leonidou et al. 2013). Additionally, the customers do not receive positive after service communication from the company. Therefore, to establish effective communication with the customers, the company needs to implement live chat to enhance their customer service (Arnett and Wittmann 2014). Having the live chat will allow the company to assist the customers whenever they need. For example, if a customer is having difficulty in availing a service, the option of live chat will help the custom er in getting instant help. This will also help the company in increasing the customer base and business for the company. Additionally, having the option of live chat will allow the company to have a better understanding of the current demand for the type of services among the customers. Using the information will provide a competitive advantage for the company. For example, the company can provide offers and discounts to the customers on the services that are preferred by the customers (Morgan, Katsikeas and Vorhies 2012). On the other hand, the company needs to improve in considering the feedbacks received by the customers. The company needs to act promptly on the feedback provided by the customers. This will help the company to improve their services according to the present expectations and demand of the customers. As the company operates at a global scale, the services provided by them might vary across the countries. For example, the international customers might not prefer the way of service provided in Australia. Therefore, considering the feedbacks of the customers across various countries will help the company to improve and enhance their service quality. Considering the customer feedbacks will allow the company to know the areas they are lacking and improve them. Conclusion In this report, it can be concluded that the Toll Courier Company operating in Australia and across various countries. The company is a courier company that provides wide of services such as delivering airport service, port services, and passenger services. The company has implemented the 7 Ps of the marketing mix for communicating the service to the target customers. However, the recommendations have been suggested for each Ps of the marketing mix for enhancing the service provided by the company. It can be seen that the company has failed in living up to the customers expectations. Therefore, in order to improve the customer satisfaction, the company needs to implement live chat service and consider their feedbacks for improving the organizational service. This will allow the company to remain updated with the latest demands and expectations in terms of services for the customers. References Al Muala, A. and Al Qurneh, M., 2012. Assessing the relationship between marketing mix and loyalty through tourists satisfaction in Jordan curative tourism. American Academic Scholarly Research Journal, 4(2), p.1. Anitsal, I., Girard, T. and Anitsal, M.M., 2012. An Application of Services Marketing Mix Framework: How do Retailers Communicate Information on Their Sales Receipts?,. Business Studies Journal, 4(2), pp.77-90. Arnett, D.B. and Wittmann, C.M., 2014. Improving marketing success: The role of tacit knowledge exchange between sales and marketing. Journal of Business Research, 67(3), pp.324-331. Chikweche, T. and Fletcher, R., 2012. Revisiting the marketing mix at the bottom of pyramid (BOP): from theoretical considerations to practical realities. Journal of Consumer Marketing, 29(7), pp.507-520. Jain, M.K., 2013. An analysis of marketing mix: 7Ps or more. Asian Journal of Multidisciplinary Studies, 1(4). Leonidou, L.C., Leonidou, C.N., Fotiadis, T.A. and Zeriti, A., 2013. Resources and capabilities as drivers of hotel environmental marketing strategy: Implications for competitive advantage and performance. Tourism Management, 35, pp.94-110. Morgan, N.A., Katsikeas, C.S. and Vorhies, D.W., 2012. Export marketing strategy implementation, export marketing capabilities, and export venture performance. Journal of the Academy of Marketing Science, 40(2), pp.271-289. Service Rate Guide 2017: Australia. (2017). SERVICE RATE GUIDE 2017. 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