Virgin media service marketing

Keywords: virgin media target market

Services marketing are the kind of marketing which direct targets selling services. Services can be delicate to market and the marketing strategy for service is a lot different than the approach for goods. Some companies may be offer both services and products and must make use of a mixture of styles; for example, a retail store which sells mobile phone also will offer services such as for example helping people decide on mobile phone as agreement and providing broadband support and mobile set service etc. Such a retail store must promote both its goods and the supporting products and services it offers to appeal to their consumer.

In which time persons market services, desire to isn’t to get customers to buy their product, but to get person to accomplish business via an exacting company, typically in a specific location. For instance, virgin media supplies broadband and internet service for customer: It offers phone, internet and Television set service for their customers, both on-web page and in to-go web form in many cases. When the company market segments itself, it must persuade persons that it is preferable to additional broadband and that its facility is worth the trip.

Virgin Media

Virgin is among innovative new media organization that was created as an final result of a blend between NTL and Telewest and then a re-branding as Virgin Mass media. The strength lies in the branding and the creativity that the name their presents. Internally, Virgin may be the only media company in the united kingdom that offers all four of the key media solutions, which aree digital Television, broadband, land line mobile phone and cellular phone packages. The ability to offer these products all together in one package is the unique feature of the compeny and it’s clearly sets them apart from their rivals in market.

User Preparation/virgin media

Before implementing new arrangement, it is essential that personnel, staff members, managers and others in the organization are prepared for it. This process can be called process of readying the decision makers, managers, staff, and stakeholders for the new system. In this regard, user training becomes very vital, because without it the achievement of the system cannot be guaranteed. This process of user preparation is prepared and executed correctly and involved a whole lot of arrangement, and consideration (Stair & Reynolds, 2008).

The UK leader enterprise fibre-optic broadband provider presently has more after that 60,000 SME and public sector broadband consumers, but has announced that it is seeking to grow this significantly.

They have unveiled strategies to target their the small and medium business clients of its competitor broadband giant BT.

The move comes soon after BT’s commitment to undercut Virgin Media’s home super-fast broadband prices, using its new fibre-optic broadband support which BT is rolling out this year. They have presently revenues around £600m pa from business broadband customers which is forecast to improve to about £1bn pa in three to five years.

The chief working officer Andrew Barron said: "That is another step forwards. We’ve been working in the business division for just one and half calendar year on obtaining the business processes to the right level. We’ve increased it dramatically. We can use the fibre-optic network to distinguish ourselves."

The macro Environment

Pest analysis


Political factors can have a direct impact on just how business operation. In political factors includes governments rules and legalities which defined formal and informal rules

Governments tax policy.

Health and safety regulation.

New government’s law and policy.

Political circumstances and government’s stability.

Employment laws, politician trade and labour union.

Economic factors

It is true that business is afflicted by economical factors of nation. Economics factors affected the purchasing vitality of customers.

Per -Capita profit and interest.

Trade union and economic condition of nation.

Government lone, money supply interest rates.

Economic crisis.

Unemployment rate of region.

3) Socio cultural factors

Social factors are the demographic and cultural aspects. Social factors direct affected customer and necessities and size of customer in potential markets

Mobility of society.

New exceptional change in human life-style.

Education level and various culture and society.

Different attitudes and cultural trends.

Social transfer, Custom perception and fresh globalization world.

4) Technological

New changeable technology is being more challenging for just about any organisations in fact it is changing just how business operates. Some technological factors that direct linked to virgin media are:

The price of changing technology.

New scientific attitude and miss use.

Nuclear innovation, its fear and influence on globalization market.

The Rates of obsolescence and

Government investment and concentrate on technology effort


Virgin Media made a decision to launched an excessive amount of fanfare from February 2007, through the public relationship event and a pricey advertising campaign which covered major United Kingdome TV stations, daily papers and billboards. In order to raising knowing of the group and their providers, their campaign usually used bright red colors to portray its manufacturer image. They are employing different business strategy through online. Customer will get different sort of service and provide through their contract.

Consumer behaviours

Consumer behaviours is the mental and activities undertaken by home and business clients that bring about decisions and action to cover, purchase, and use products and services

"Understanding how consumer behaviour is changing will be a main dependence on Virgin Media’s approaching music offering and, as long as they become legislation, the Government’s legislative proposals may also require measurement of the amount of copyright infringement on ISPs’ networks. Detica’s CViewâ„¢ technology potentially offers a non-intrusive option which enhances our knowledge of aggregate customer behaviour without determining or storing specific customers’ data."

Consumer Segment

They face strong competition from a variety of entertainment and communications providers, that offer comparable broadband internet, Television, land line phone and mobile telephony products and services. Besides, technical improvements and product innovations have increased, and can likely continue to increase; they have supplied the number of alternatives to their consumer from other companies and increase the competitive environment. See ”Risk Factors-they work in very competitive markets.” On the other hand, virgin media believe they own a competitive advantage in britain residential market due to the superior technical functions of their cable network over the network of the incumbent BT, which many of their competitors rely on to, provide their products and services. They also face strong competition within their mobile telephony market, mostly focused by increased pricing strategy from both established and

New service providers, evolving consumer demands and technical developments.

Virgin offers almost all of their items on a stand-only basis or within bundled packages made to motivate their customers to subscribe to multiple services. They offer broadband internet, portable telephony, fixed line telephony, and data offerings all over the United kingdom., and currently offer TV services specifically in areas offered by their wire network.

Segmentation, Targeting, Positioning (STP)

The STP Process

The increasing usage of the STP procedure has occurred as the result of the prevalence

Of strong markets, the bigger diversity in customer needs, satisfaction and the capability to reach specialized or specific niche market segments. While this kind of marketers are significantly segmenting marketplaces and identifying attractive segments (i.e. who to give attention to and why?),to identify new product opportunities, develop correct positioning and Communications approach (i.e. what communication to communicate), and effectively allocate resources to important marketing overall performance (i.e. how much as long as they spend and where?).

Company will often commission segmentation research if they want to re-scope their advertising tactic investigates a declining company, produce a new merchandise and restructure their prices strategy. Company operating in well dynamic conditions seek to conduct market segmentation investigate at frequent intervals, to keep in touch with changes in the wild market.

STP identifies the three activities segmentation, targeting, and positioning

We must understand about STP process, before begin think about marketing mix (4P), . Terms of STP consist of: market segmentation, target markets and positioning.


Virgin media need to distinguish all segments of industry for effective marketing. Segmentation ought to be computable, easy to get to, commercial and Distinct in one another. The purpose of segmentation is to find eye-catching and alternative markets. Approaches include Break marketplace into components Regroup into market segments Select which segment to target


Virgin Media is presently second in the home broadband market in the United Kingdom; however, they doesn’t want to be left behind if they comes to broadband on the move. Virgin media has their own-brand mobile phone service for customer , so it is wasn’t that much of a leap for it to add mobile broadband in to the mix.

They are providing mobile broadband through the number of different deals in their market You may get a substantial discount or offer on cellular phone and broadband service , in case you are existing client of virgin media , for example you can aquire Blackberry curve 8250 only £10.21 per months with monthly allowance ,alternatively they

are charging for the same program on £15 per month for new customer.


Positioning in various areas is fairly hard. They are aware of the difficulties so virgin media have to think about their brand. They haven’t entered in their business before doing sturdy general market trends. They have examined their organization and tried to appear from customers’ perception. They know about the trade-offs they could be think before entering a fresh business venture plus they haven’t underestimated the dangers behind new entrance.

The flower of service

Facilitating elements(services)

Information: Customers sometimes require information about how exactly to acquire and use a product and services. They could also require remainders and documentation. Example,

Of virgin broadband information services are: Route to service blog and using instruction, warning and insurance, terms and condition of products and services.

Order taking: Many goods and services must be ordered or reserved in advance. Customer needs to know what available and may want to secure commitment to delivery. Client can order through the web and direct phone contract plus they have to stay on queue.

Billing: Customers deserve distinct, accurate and intelligible charges and statements. Normally, virgin media are using paper bill and e-bills.

Payment: Customer may pay out faster and more cheerfully if Virgin creates transactions simple and comfortable for them. we can pay through different approach such as immediate debit, debit or credit rating card, direct cash and internet/cellphone banking, cheque .

2) Enhancing services:

Consultation: Value can be put into goods and services by offering advice and consultation.

Safe keeping: Consumers prefer never to worry about looking after the non-public possessions that they take with them to something site.

Exceptions: Buyers appreciate some flexibility in a business when they make special demand. They expect it you should definitely everything goes regarding to plan.

Hospitality: Clients who invest time and effort in visiting a organization and using its products and services deserve to be cared for as welcome friends.

Current extended marketing mix.

Today marketing is far more customer oriented than ever before, because the assistance sector of the overall economy has come to dominate monetary activity in this nation. People, process and physical evidence may be the three expanded Ps for virgin mass media.

People – Folks are the most important elements of service marketing. Persons classify the service. Operating marketing, people can make or break an organization. Thus today a day’s virgin media are involved into particularly getting their employees been trained in interpersonal skills and customer support with a focus towards customer necessities and satisfaction. Actually some organization need to undergo accreditation to show that their workers are better than the rest.

Process -process operating marketing is the manner in which a service is delivered to the customer. The process of a service company like virgin media in delivering their item is definitely of utmost valuable. Which is also the critical part in the service blueprint, before establishing the provider; company defines exactly what should be the procedure for the service merchandise reaching with their customer ?

Physical Evidence – Physical evidence is the last component of service marketing combine. Providers are intangible in aspect. However, to create a better customer experience tangible elements are likewise delivered with intangible provider and physical environment perform the vital role in effective provider. Physical evidence can be used as a differentiator in service marketing.

Thus extended marketing blend is more very important to Service Company.

Marketing communication Mix:

The marketing mix may be the group of controllable tacticle marketing equipment that the company blends to create the response it wishes in the target marketplace (Melewar. T.C., & Saunders.J, 2000).

Marketing communications will be the how to write a history essay: get a ready-made answer! means where firm’s effort to inform, persuade, and remind customers directly or indirectly about the merchandise and makes that they sell off. A company’s total marketing communication mixture also known as promotion mix (Kotler, 2005) ,consists of specific blending of advertising, personal selling, sales promotion, public relations, and direct marketing tools that are used

by company to pursue its advertising and marketing objectives.

Swot analysis

Swot analysis is the most crucial and first level of planning. This is a feedback mechanism to make new strategies for for beginners inquiring how to write a high school essay any organisation. Strengths, Weaknesses, Opportunities and Threats will be the four components of a swot examination. Weaknesses and Strengths will be correlated and examine the inner section of the business analysis whereas Chances and Threats manage the exterior environment of business procedure. Weaknesses and strengths refer to aspect of marketing, finance, developing or organisational composition. Swot evaluation helps clarifies the goals of the organisation


In offering combined companies, Virgin media has substantial economies of scale because they are able to combine many of their generic roles such as administration and finance, as a result allowing the business to price considerably more competitively for the good thing about their customers. Due to their perceived leading brand name in the media, Virgin Media has managed to secure an ongoing deal with Sky, extending additionally still its inclusive offering up to its clients. Technological capability and infrastructure are the two important inner strengths of virgin media, which were exploited to produce a market leading position.


Virgin may involve some internal weaknesses that need to be decreased. The merger between NTL and Telewest continues to be relatively innovative and there are cultural clashes between your two models and the emerging Virgin design. Recently, there have been several redundancies and outsourcing of buyer services, in an attempt to bring down costs. This has resulted in a degree of unsettled behaviour and insufficient loyalty from staff. As a result of size and complexity of the developing organisation, there are likely to be ongoing conflicts that may need to be maintained if this cultural shift isn’t to impact on the client understanding.

Opportunities and Threats

Opportunities and Threats deal with the external environment of organization of virgin media.

The media industry is increasing an exceedingly quick pace, leading to together possibilities and threats for them. Opportunities are generally available for them, mainly in selling value added services such as online gaming and even more reliable and popular broadband connections. Bundling these press services together, they have done offers yet further more opportunity within the mass media market, in terms of grasping better market talk about. Customer likes uncomplicated, one-stop store shopping when it comes to the media options available, this is something that they are able to maintain to exploit, now that it possesses signed an agreement with Sky.

Threats to Virgin Mass media result from their competitors such as Orange, BT and sky who stay as large players in the potential market. Specially, they are rumoured to have problems with its infrastructure stability, which could be potentially allow competitors such as for example BT and orange to improve their market show. The media market as a entire is extremely rapid moving, therefore, the primary danger is that Virgin Press may fail to keep pace, consequently losing their customer support to another more inventive company.


Form the above analysis and e-market research; I’d to like suggestion for virgin press , which might be key point for success on future

The media marketplace as a entire is extremely rapid moving, therefore, the primary problems is that Virgin Press may fail to keep pace, consequently virgin press should control it.

Virgin media can improve their performance and maximize customer satisfaction by boosting the manpower abilities and techniques.

Virgin media can enhance their efficiency and convenience of product to the client by offering price cut and insurance service .

Virgin media can improve their efficiency through the use of physical evidence tools of marketing mix.

Virgin media can enhance their productivity by bettering their service process. Services process is marketing mixture tools to understand the effectiveness of service toward customers. Is the current system of assistance is actually helping the customer to make them more convince? Is it providing their service with time? Is the customers are getting enough information regarding product and services?

Evaluation of the achievement of improvements.

We can evaluate the success of these improvements by doing quantitative and qualitative study. The following points explain how Virgin media can evaluate and keep an eye on the recommended improvement.

Virgin Media can evaluate the manpower skills of employee by getting responses and comments from clients in the terms of online and offline procedures.

Virgin media can know the efficiency insurance service by giving the insurance of their item and package.

Virgin media have possibility to come to be no 1 in media market. They are able to evaluate this prospect by doing integrated research mixing quantitative and qualitative research of the targeted industry.

V will get more results and responses by activating and generating comments system waiting for you and online.


1. Virgin Media, 4th quarter 2007 results display, February 2008.

2. Carphone Warehouse Plc fourth quarter trading upgrade, April 2008.

3. "Domestic Competitive Market Review", 2004, Ofgem.

1) The extended advertising mix (7Ps): On–the-extended-marketing-mix-(7ps)–319.php

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