Tag Archives: customer relationships

Personalized Packaging for Oreos


Still looking for a unique gift this holiday season? Well, everyone likes to have a gift that is personalized just for them, so it might be worthwhile to consider a package of Oreo cookies that are personalized just for that special someone in your life.

The holiday campaign invites Oreo fans to customize the packaging of the cookies, adding color, graphics, and the recipient’s name. The bright packs showcase exclusive illustrated designs from well-known graphic artists. The customer begins by choosing from a menu of different designs that includes snowmen, penguins, partridges, and more. Then, artist’s design colors can be selected, or the buyer can manually color each image with a digital paint brush. For a final touch, accessories such as scarves and antlers and custom messages complete each package.

While not as cheap as the Oreo cookies that can bought in the store, the custom packages are a way for the company to grow its e-commerce revenue and spread some special holiday cheer.

Group Activities and Discussion Questions:

  1. Discuss a mass customization approach for manufacturing and marketing. Ask students for their examples of this strategy.
  2. Show the Oreo custom Web site: https://shop.oreo.com/
  3. Poll students: What are other applications for personalization of products?
  4. Divide students into teams. Have each team select a product and develop a custom package approach.
  5. How could this be deployed?

Source: Brandchannel.com

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Shoes for Athletes with Disabilities


We are all athletes of some sort, no matter if the sport is extreme or simply climbing stairs. And, every athlete needs gear that fits well and meets their needs. It shouldn’t matter what size, shape, color, or type of athlete one is, or even if the athlete has disabilities or trouble moving. Yet, for the more than 30 million Americans who have trouble walking and climbing stairs, finding athletic shoes that are easy to wear is difficult.

Nike’s new Flyease shoes were designed specifically for people with disabilities. The product, inspired by an early Nike employee who had a stroke, was helped along in design by a young man with cerebral palsy who was not able to tie his own shoes. The new shoe uses a cutting edge, wrap around zipper system that opens at the back of the shoe near the heel. This system makes it easy to slide the foot in and out of the shoe, and it eliminates laces which are a problem for people who have trouble with their hands.

The shoes are available in limited quantities, and Nike is also sending Flyease shoes to two U.S. basketball teams playing in the 2015 Special Olympic World Summer Games.

Group Activities and Discussion Questions:

  1. Discuss innovation and design for products. How should companies work with customers on new products?
  2. The full story and video can be seen at


  1. Discuss social responsibility as related to this case story.
  2. Poll students: are there people in their lives who have disabilities?
  3. Divide students into teams. Have each team select a simple product that causes difficulties for those with disabilities. How can the product be improved to meet their needs?

Source: Brandchannel.com, Nike

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Netflix changes strategy to try and regain share

Netflix has been in the news repeatedly for changing their market strategy, and then changing it yet again, back to what it was. First, it was one company, and raised prices, then it split into two units (still with the higher prices), and now they are one again. Confused? You’re not alone. Consumers and investors are still puzzled, and no one seems happy. No one that is except for the comic geniuses at Saturday Night Live– they put together a comedy sketch poking fun at the company which aired in October: http://www.hulu.com/watch/284938/saturday-night-live-netflix-apology

Let’s start with Netflix’s summer announcements: In July, prices were raised from $9.99/month to $15.98/month for unlimited movie streaming and DVD rentals. However, if a customer wanted only DVDs, that price was $7.99/month for one DVD, and $11.99/month for two DVDs. Customers do not like price hikes! According to various news accounts, Netflix lost anywhere from 600,000 to 1,000,000 subscribers in the three-month period following the July announcement.

In September, in an attempt to placate customers, Netflix released a letter from its CEO that (kinda sorta) apologized to subscribers and attempted to explain its actions. This letter announced the company’s plan to split into two different business units: movies online (still named Netflix) and DVDs sent by mail (named Qwikster). Once again, consumers made their displeasure heard by bombarding the message boards with thousands of messages to Netflix; by some accounts, more than 16,000 messages in the first day of the announcement!

Then in October, Netflix announced that is reversing its previous decision to split the business into two separate units and will remain a single business unit. Marketing strategy needs to be flexible, but this might be taking it a step too far.

Now it is a new year and Netflix is on the move once again, adding subscribers and original programming content. They have replaced 600,000 of the 800,000 subscribers they lost last fall, taking their subscriber base to 24.4 million. They have also invested in producing original content with a new series set to debut in February, launching all eight episodes at once. Netflix CEO Reed Hastings says his company’s strategy is to be “additive to cable, not competitive.”


Group Activities and Discussion Questions:

  1. Start by having students examine the Netflix Web site. (www.netflix.com)
    1. Click on the “how it works” tab for frequently asked questions.
    2. In groups, have students examine competing services from cable companies and DVD rental services such as Red Box.
    3. Compare prices and service offerings
    4. Discussion questions:

i.     How do these companies differentiate from competition?

ii.     Link market needs to actions, and to marketing tactics?

  1. Market segmentation exercise – Divide students into groups:
    1. Have students identify different market segments that would be interested in either online streaming alone, DVDs alone, or combined services.

i.     Demographics, psychographics, emotions, attitudes, lifestyle, etc.

  1. What marketing tactics can be used for each segment?
  2. Market strategy – class discussion:
    1. Using the market strategy grid (current/new markets, current/new products), discuss the different strategies that Netflix is exploring.
    2. How does Netflix compare to cable TV services?


(Sources: Wall Street Journal, Advertising Age, Brandchannel.com, Business Week, New York Times, Hulu)

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