Virgin Mass media Service Marketing

Keywords: virgin media target market

Services marketing are the form of marketing which immediate focuses on advertising services. Services can be sensitive to market and the marketing way for service is much unique of the procedure for goods. Some companies might be offer both products and services and must use a mixture of styles; for example, a store which markets cellular phone also tends to offer services such as aiding people decide on mobile phone as agreement and providing broadband service and mobile set repair etc. Such a store must market both its products and the helping services it provides to appeal to their consumer.

In which time people market services, the aim is not to get customers to acquire their product, but to get person to conduct business through an exacting company, often in a specific location. For instance, virgin media offers broadband and online sites for customer: It provides cellphone, internet and Television set service because of their customers, both on-site and in to-go form oftentimes. When the business market segments itself, it must convince individuals who it is preferable to other broadband and that its facility will probably be worth the trip.

Virgin Media

Virgin is one of impressive new marketing business that was made as an outcome of a combo between NTL and Telewest and a re-branding as Virgin Marketing. The strength is based on the branding and the technology that the name their offers. Internally, Virgin is the only real media company in the united kingdom that offers all four of the key marketing services, which aree digital Television, broadband, land collection phone and mobile phone packages. The capability to offer the products all together in a single package is the initial feature of the compeny and it's clearly packages them apart from their opponents in market.

User Preparation/virgin media

Before utilizing new arrangement, it is essential that employees, employees, managers and others in the business are prepared for it. This process is also called process of readying your choice makers, professionals, employees, and stakeholders for the new system. In this regard, user training becomes very essential, because without it the success of the machine cannot be assured. This technique of user planning is designed and executed properly and involved a whole lot of layout, and awareness (Stair & Reynolds, 2008).

The UK leader company fibre-optic broadband service provider currently has more then 60, 000 SME and public sector broadband consumers, but has declared that it is looking to expand this significantly.

They have unveiled plans to target their the small and medium business customers of its competition broadband large BT.

The move comes immediately after BT's dedication to undercut Virgin Media's home super-fast broadband prices, with its new fibre-optic broadband service which BT is moving out this year. They have currently revenues around 600m pa from business broadband customers which is forecast to increase to about 1bn pa in 3 to 5 years.

The chief functioning officer Andrew Barron said: "This is another step forwards. We have been working in the business enterprise division for just one and half 12 months on getting the business processes to the right level. We've upgraded it dramatically. We are able to 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 government authorities regulations and legalities which identified formal and casual rules

Governments tax insurance plan.

Health and protection law.

New government's regulation and insurance policy.

Political situation and government's steadiness.

Employment regulation, politician trade and labour union.

Economic factors

It holds true that all business is affected by economic factors of country. Economics factors damaged the purchasing electricity of customers.

Per -Capita income and interest rate.

Trade union and financial condition of country.

Government lone, money resource interest levels.

Economic turmoil.

Unemployment rate of country.

3) Socio social factors

Social factors include the demographic and cultural aspects. Friendly factors direct damaged customer and needs and size of customer in potential markets

Mobility of culture.

New remarkable change in individuals life style.

Education level and different culture and culture.

Different behaviour and social fads.

Social transfer, Tradition conception and new globalization world.

4) Technological

New changeable technology has been more challenging for any organisations which is changing just how business operates. Some technological factors that direct related to virgin press are

The rate of changing technology.

New scientific attitude and miss use.

Nuclear advancement, its fear and effect on globalization market.

The Rates of obsolescence and

Government investment and give attention to technology effort


Virgin Media made a decision to launched too much fanfare from Feb 2007, through the general public marriage event and a pricey marketing campaign which covered major United Kingdome Television channels, daily magazines and billboards. In an effort to raising knowing of the group and their services, their marketing campaign always used bright red colours to portray its brand image. They are using different business strategy through online. Customer can get different kind of service and provide through their contract.

Consumer behaviours

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

"Focusing on how consumer behavior is changing is a main requirement of Virgin Media's upcoming music offering and, as long as they become regulation, the Government's legislative proposals will also require measurement of the amount of copyright infringement on ISPs' sites. Detica's CView technology possibly offers a non-intrusive solution which improves our understanding of aggregate customer behavior without identifying or storing individual customers' data. "

Consumer Segment

They face strong competition from a number of entertainment and marketing communications service Providers, which offer comparable broadband internet, Television, land line mobile and mobile telephony services. Besides, technical innovations and product innovations have increased, and will likely continue to increase; they have got offered the amount of alternatives with their consumer from other providers and increase the competitive environment. See ''Risk Factors-they operate in highly competitive marketplaces. '' However, virgin press assume that they have a competitive advantage in britain residential market due to the superior technical features of their wire network on the network of the incumbent BT, which a lot of their competitors count on to, provide their services. In addition they face strong competition in their mobile telephony market, mostly focused by increased prices strategy from both founded and

New providers, evolving consumer needs and technological developments.

Virgin offers almost all of their products on a stand-alone basis or as part of bundled packages made to inspire their customers to subscribe to multiple services. They offer broadband internet, mobile telephony, set brand telephony, and data services all over the United kingdom. , and presently offer Television services solely in areas served by their cable network.

Segmentation, Targeting, Placement (STP)

The STP Process

The increasing use of the STP process has happened as a direct result of the prevalence

Of strong market segments, the larger variety in customer needs, satisfaction and the capability to reach specific or niche sections. While this kind of marketers are more and more segmenting market segments and discovering attractive sections (i. e. who to focus on and why?), to recognize new product opportunities, develop right positioning and Marketing communications strategy (i. e. what concept to converse), and effectively allocate resources to key marketing performance (i. e. how much as long as they spend and where?).

Company will often commission rate segmentation research when they would like to re-scope their marketing tactic investigates a declining brand, produce a new product and restructure their rates strategy. Company operating in well active surroundings seek to execute market segmentation investigate at regular intervals, to keep in touch with changes in the wild market.

STP refers to the three activities segmentation, focusing on, and positioning

We must understand about STP process, before start think about marketing mixture (4P), . Conditions of STP consist of: market segmentation, concentrate on markets and setting.


Virgin mass media need to recognize all sections of market for effective marketing. Segmentation should be computable, easy to get to, commercial and Different in one another. The purpose of segmentation is to find attractive and alternative marketplaces. Strategies include Period of time market into components Regroup into market segments Select which portion to target


Virgin Multimedia is currently second in the house broadband market in britain; however, they doesn't desire to be left behind when they comes to broadband on the move. Virgin media has their own-brand mobile phone service for customer, so it is wasn't that a lot of a leap for this to include mobile broadband in to the mix.

They are providing mobile broadband through the number of different deals in their market You can get a substantial discount or deal on mobile phone and broadband service, if you are existing customer of virgin marketing, for example you can get Blackberry curve 8250 just 10. 21 per weeks with monthly allowance, on the other hand these are charging for the same deal on 15 monthly for new customer.


Positioning in different areas is quite hard. They know about the difficulties so virgin advertising have to think about their brand. They have never moved into in their business before doing sound market research. They have got assessed their business and tried to look from customers' belief. They know about the trade-offs they could be think before going into a fresh business venture plus they haven't underestimated the risks behind new access.

The flower of service

Facilitating elements(services)

Information: Customers often require information about how exactly to obtain and use something and services. They may also need remainders and documents. Example,

Of virgin broadband information services are: Direction to service site and using education, warning and insurance, terms and condition of services.

Order taking: Many goods and services must be purchased or reserved beforehand. Customer needs to know what available and could want to secure commitment to delivery. Customer can order through the web and direct mobile contract and they have to remain on queue.

Billing: Customers are worthy of clear, accurate and intelligible expenses and assertions. Normally, virgin marketing are using paper monthly bill and e-bills.

Payment: Customer may pay faster and more cheerfully if Virgin makes orders simple and convenient for the kids. we pays through different way such as direct debit, debit or bank card, direct cash and internet/mobile bank, cheque.

2) Enhancing services

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

Safe keeping: Customers like not to be anxious about caring for the personal belongings that they bring with those to a service site.

Exceptions: Customers appreciate some flexibility in a small business when they make special get. They expect it when not everything goes relating to plan.

Hospitality: Customers who invest time and effort in visiting a company and which consists of services should have to be cared for as welcome guests.

Current prolonged marketing combine.

Today marketing is far more customer oriented than previously, because the service sector of the economy has come to dominate economical activity in this country. People, process and physical proof is the three expanded Ps for virgin mass media.

People - Folks are the most important elements of service marketing. People classify the service. Operating marketing, people can make or break a business. Thus now a day's virgin marketing are involved into especially getting their workers trained in interpersonal skills and customer service with a concentrate towards customer needs and satisfaction. Actually some business have to endure accreditation to show that their workers are much better than the others.

Process -process operating marketing is how a service is delivered to the customer. The process of something company like virgin advertising in delivering their product is of maximum valuable. Which is also the critical element in the service blueprint, before establishing the service; company defines exactly what ought to be the procedure for the service product getting to their customer ?

Physical Facts - Physical information is the last element of service marketing combination. Services are intangible in nature. However, to produce a better customer experience tangible elements are also delivered with intangible service and physical environment play the vital role in effective service. Physical information is used as a differentiator operating marketing.

Thus prolonged marketing mixture is more important for Service Company.

Marketing communication Combination

The marketing combination is the group of controllable tacticle marketing tools that the company blends to create the response it wishes in the mark market (Melewar. T. C. , & Saunders. J, 2000).

Marketing communications will be the means by which firm's effort to see, persuade, and remind customers directly or indirectly about the merchandise and brands that they sell. A company's total marketing communication mix also called advertising combination (Kotler, 2005), includes specific mixing of advertising, personal offering, sales promotion, public relations, and direct marketing tools that are used

by company to go after its advertising and marketing objectives.

Swot analysis

Swot analysis is the most crucial and first stage of planning. It really is a feedback system to make new approaches for any organisation. Talents, Weaknesses, Opportunities and Risks will be the four the different parts of a swot analysis. Weaknesses and Strengths are correlated and study the internal part of the business evaluation whereas Opportunities and Hazards package with the exterior environment of business procedure. Weaknesses and advantages refer to aspect of marketing, finance, manufacturing or organisational composition. Swot evaluation helps clarifies the targets of the organisation


In offering merged services, Virgin marketing has significant economies of level because they are able to combine many of their generic assignments such as supervision and finance, thus allowing the company to price more competitively for the advantage of their customers. Because of the perceived leading brand name in the press, Virgin Mass media has managed to secure an ongoing agreement with Sky, extending further still its inclusive offering to its customers. Technological potential and infrastructure will be the two important inside talents of virgin press, which have been exploited to produce a market leading position.


Virgin may have some internal weaknesses that require to be reduced. The merger between NTL and Telewest is still relatively new and there are social clashes between the two styles and the rising Virgin style. Recently, there were several redundancies and outsourcing of customer services, so that they can bring down costs. This has led to a degree of unsettled behavior and lack of loyalty from personnel. Because of the size and complexness of the growing company, there are likely to be ongoing conflicts which will need to be managed if this social shift is never to impact on the client understanding.

Opportunities and Threats

Opportunities and Dangers package with the external environment of business of virgin marketing.

The multimedia market is increasing an exceedingly quick pace, leading to along opportunities and threats for the coffee lover. Opportunities are generally designed for them, mainly in offering value added services such as online game playing plus more reliable and popular broadband associations. Bundling these multimedia services together, they have done offers yet further opportunity within the marketing market, in terms of grasping better market show. Consumer likes uncomplicated, one-stop shopping when it comes to the multimedia options available, this is something that they can maintain to exploit, given that it has agreed upon an arrangement with Sky.

Threats to Virgin Media come from their rivals such as Orange, BT and sky who stay as large players in the market. Specially, they can be rumoured to have difficulties with its infrastructure dependability, which might be potentially allow competitors such as BT and orange to increase their market share. The marketing market as a full is extremely quick moving, therefore, the main threat is the fact Virgin Advertising may neglect to keep rate, hence getting rid of their customer support to some other more inventive company.


Form the aforementioned research and e-market research; I would to like advice for virgin press, which might be key point for success on future

The press market as a total is extremely speedy moving, therefore, the primary problems is the fact Virgin Media may neglect to keep pace, thus virgin mass media should control it.

Virgin multimedia can improve their performance and boost client satisfaction by improving the manpower skills and techniques.

Virgin media can improve their efficiency and capability of product to the customer by offering discount and insurance service.

Virgin advertising can enhance their efficiency by using physical data tools of marketing combination.

Virgin media can boost their output by enhancing their service process. Service process is marketing mixture tools to understand the effectiveness of service toward customers. Is the current system of service is very helping the client to make them more convince? Is it providing their service with time? May be the customers are receiving enough information about product and services?

Evaluation of the success of improvements.

We can measure the success of these improvements by doing quantitative and qualitative research. The next points describe how Virgin advertising can assess and keep an eye on the recommended improvement.

Virgin Media can measure the manpower skills of staff by getting feedback and commentary from customers in the conditions of online and offline steps.

Virgin press can know the success insurance service by providing the insurance of these product and bundle.

Virgin mass media have chance to be no 1 in marketing market. They can examine this opportunity by doing integrated analysis mixing up quantitative and qualitative research of the targeted market.

V can have more results and responses by activating and creating comments system waiting for you and online.


1. Virgin Multimedia, fourth 1 / 4 2007 results presentation, Feb 2008.

2. Carphone Warehouse Plc fourth 1 / 4 trading update, Apr 2008.

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

1) The expanded marketing mixture (7Ps): On http://www. thetimes100. co. uk/theory/theory--the-extended-marketing-mix-(7ps)--319. php

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