Marketing strategy of Shangri-La Hotels and Resorts Achieving Service Leadership

Posted by Zander Henry on Aug-22-2018

1. The vision of Shangri-La Hotels and Resorts Achieving Service Leadership

The vision of Shangri-La Hotels and Resorts Achieving Service Leadership is to be the leading quality service and product provider for customers. Being the best and the leading player means that Shangri-La Hotels and Resorts Achieving Service Leadership marketing strategy and operations focus on:

• Providing high quality of products and services
• Providing value to customers
• Concentrate on building customer experience

2. The mission of Shangri-La Hotels and Resorts Achieving Service Leadership

Shangri-La Hotels and Resorts Achieving Service Leadership marketing strategy is grounded in its mission. The mission for Shangri-La Hotels and Resorts Achieving Service Leadership is to be the favorite brand of the customers. This mission is essential for the marketing strategy of Shangri-La Hotels and Resorts Achieving Service Leadership as it focuses on all operations and marketing activities in the direction of:

• Consumer centrism
• Using research to understand and influence consumers

3. Brand Equity of Shangri-La Hotels and Resorts Achieving Service Leadership

Understanding and knowing the brand equity is vital for directing and giving meaning to the marketing strategy of Shangri-La Hotels and Resorts Achieving Service Leadership. The knowledge of brand equity will help in shaping Shangri-La Hotels and Resorts Achieving Service Leadership marketing strategy effectively – thereby facilitating the growth of business for Shangri-La Hotels and Resorts Achieving Service Leadership.

3.1. Brand awareness

• Shangri-La Hotels and Resorts Achieving Service Leadership has high brand awareness because of international operations
• The company focuses on higher budget allocation in the country of origin
• Each market for Shangri-La Hotels and Resorts Achieving Service Leadership has modified marketing and strategic directives and plans

3.2. Brand association

• Shangri-La Hotels and Resorts Achieving Service Leadership is directly associated with the brand name and product category
• Shangri-La Hotels and Resorts Achieving Service Leadership has a broad product portfolio
• Shangri-La Hotels and Resorts Achieving Service Leadership is associated with promising and delivering quality and innovative products
• Shangri-La Hotels and Resorts Achieving Service Leadership is also associated with excellent customer service

3.3. Brand loyalty

• Shangri-La Hotels and Resorts Achieving Service Leadership has been successful at gaining high consumer loyalty because of unique and influential marketing strategy
• Shangri-La Hotels and Resorts Achieving Service Leadership has a global customer base
• Shangri-La Hotels and Resorts Achieving Service Leadership keeps adding value addition to the products and product portfolio to keep consumers engaged

3.4. Brand asset

• Shangri-La Hotels and Resorts Achieving Service Leadership has a substantial brand value
• Shangri-La Hotels and Resorts Achieving Service Leadership also enjoys the high financial worth
• Shangri-La Hotels and Resorts Achieving Service Leadership focuses on building a reliable and robust employee base

3.5. Brand element

• Shangri-La Hotels and Resorts Achieving Service Leadership uses the brand element as a means of competitive advantage
• Uses adaptability in product, services, and marketing to meet different cultural demands

4. Situational Analysis of Shangri-La Hotels and Resorts Achieving Service Leadership

The situational analysis will help in developing the marketing strategy of Shangri-La Hotels and Resorts Achieving Service Leadership by conducting a thorough market analysis. This market analysis will aid in understanding the compatibility between external opportunities and other factors, and internal strengths – to be used to maximize the marketing influence of Shangri-La Hotels and Resorts Achieving Service Leadership.

4.1. SWOT

4.1.1. Strengths

Shangri-La Hotels and Resorts Achieving Service Leadership marketing strategy can benefit from the following internal advantages:

• Strong brand image
• Global distribution network
• Investment in market research
• Innovation

4.1.2. Weakness

Shangri-La Hotels and Resorts Achieving Service Leadership faces challenges in marketing strategy because of the following weakness:

• Slow organizational processes
• High product prices

4.1.3. Opportunity

Shangri-La Hotels and Resorts Achieving Service Leadership has the following possibilities of business growth:

• Green lifestyles
• Regional expansion
• Diversification

4.1.4. Threats

Shangri-La Hotels and Resorts Achieving Service Leadership faces business threats because of the following factors:

• Increased competition
• Increased imitation

4.2. PESTEL

4.2.1. Political

• Shangri-La Hotels and Resorts Achieving Service Leadership operates I markets with political stability
• Shangri-La Hotels and Resorts Achieving Service Leadership has funding support from the government for small businesses

4.2.2. Economic

• Shangri-La Hotels and Resorts Achieving Service Leadership enjoys high sales because of higher GDP
• Lower interest rates make business expansion and loaning easier for Shangri-La Hotels and Resorts Achieving Service Leadership
• Low inflation strengthens the financial position of Shangri-La Hotels and Resorts Achieving Service Leadership

4.2.3. Social

• Higher education and awareness increases sales of Shangri-La Hotels and Resorts Achieving Service Leadership predict
• Shangri-La Hotels and Resorts Achieving Service Leadership focuses on understanding consumers and fulfilling their demands through its offerings

4.2.4. Environmental

• Shangri-La Hotels and Resorts Achieving Service Leadership has an active CSR program
• Shangri-La Hotels and Resorts Achieving Service Leadership ensures environmental safety in all its operations

4.2.5. Legal

• Shangri-La Hotels and Resorts Achieving Service Leadership is aware of local and global laws of business and human resource management
• Shangri-La Hotels and Resorts Achieving Service Leadership abides by all statutes – especially labour law, discrimination law, and employee safety laws

4.3. Porter’s Five Forces

4.3.1. Threat of substitutes

• High risk of replacements
• Substitutes offer similar products at low prices

4.3.2. The threat of new entrants

• New entrants need high financial investment
• New entrants need updated technology for keeping par with industry progress

4.3.3. Bargaining power of buyers

• Sales made to end consumer directly
• Stocking of products at retailers, as well as own-controlled retail outlets

4.3.4. Bargaining power of suppliers

• Multiple suppliers of raw materials
• Suppliers are chosen after careful inspection, and through contracts

4.3.5. Industry rivalry

• High industry rivalry
• Players offer similar products
• Players compete through marketing to influence consumers

5. Marketing Objectives for Shangri-La Hotels and Resorts Achieving Service Leadership: The Marketing Strategy of Shangri-La Hotels and Resorts Achieving Service Leadership

Shangri-La Hotels and Resorts Achieving Service Leadership marketing strategy has the following objectives for the current financial year:

5.1. Increased market penetration

• Increase top of mind recall for Shangri-La Hotels and Resorts Achieving Service Leadership brand and products by 30%
• Increase sales for Shangri-La Hotels and Resorts Achieving Service Leadership by 40% by the third quarter of the financial year
• Achieve a trial rate for new products of 10% during the first quarter of the launch
• Increase consumption rate of existing products by 45% during the current financial year

5.2. Enhanced brand recognition

• Increase top of mind recall by 65% during the current fiscal year
• Increase brand recognition by 80% during the first two quarters of the current financial year

5.3. Increased use of digital marketing

• Acquire 25,000 new online customers during the financial year
• Increase website traffic through using blogging and email tactics effectively by 505 during the first two quarters of the year
• Acquire 65,000 likes on the official Facebook page of Shangri-La Hotels and Resorts Achieving Service Leadership during the first quarter of the financial year

5.4. Retail Growth

• Contract with five more leading supermarkets in the first quarter of the year to stock product at eye level shelving
• Contract with two leading online retail sites – eBay and Amazon – to stock our products, and increase accessibility for consumers globally by the second quarter of the financial year

6. Segmentation of Shangri-La Hotels and Resorts Achieving Service Leadership

Shangri-La Hotels and Resorts Achieving Service Leadership marketing strategy uses different means of segmentation to reach an increase in market penetration.

6.1. Demographic segmentation

6.1.1. Age

Shangri-La Hotels and Resorts Achieving Service Leadership has consumers of age groups

• 20-45 years
• 45-60 years

6.1.2. Gender

• Shangri-La Hotels and Resorts Achieving Service Leadership has a broad product portfolio for both males and females

6.1.3. Life-cycle stage

Consumers for Shangri-La Hotels and Resorts Achieving Service Leadership, according to the marketing strategy, are in the following various life cycle stages:

• Single students
• Single graduates
• Single people living at home/not living at home
• Young couples without children
• Married couples with one to four children – all at home
• Married couples with one or two children in college
• Old married couples with an empty nest

6.1.4. Occupation

The marketing strategy devises the following occupations for Shangri-La Hotels and Resorts Achieving Service Leadership consumers:

• Professionals
• Students
• House makers

6.2. Psychographic segmentation

6.2.1. Social class

• Shangri-La Hotels and Resorts Achieving Service Leadership focuses on segments of middle-upper and upper social classes

6.2.2. Lifestyle

Shangri-La Hotels and Resorts Achieving Service Leadership consumer segments have the following lifestyle characteristics:

• They aspire towards a better and higher living standard
• They want to be successful – professionally and socially
• They are not hesitant to try new things, products and services in life
• They are confident in their behaviour and attitude
• They are mainstreamers in their fields

6.3. Geographic segmentation

6.3.1. Region

• Shangri-La Hotels and Resorts Achieving Service Leadership has operations spread across the western developed countries such as America, the united kingdom, and the Netherlands
• It also has operations in emerging markets such as Brazil, India, and China

6.3.2. Density

• The focus of Shangri-La Hotels and Resorts Achieving Service Leadership remains on the urban part of the population

6.4. Behavioural segmentation

6.4.1. Personality

The marketing strategy defines personality characteristics for the consumers of the brand of Shangri-La Hotels and Resorts Achieving Service Leadership, such as:

• Determined
• Confident
• Ambitious
• Hardworking

6.4.2. Usage frequency

• The consumer segments for Shangri-La Hotels and Resorts Achieving Service Leadership are regular and frequent users of the product

6.4.3. Benefits sought

• Consumers seek functional benefits
• The focus, however, is more on the emotional benefits reaped from the consumption of the brand

6.4.4. Degree of loyalty

• Consumers are very loyal
• Have an emotional attachment with the brand

7. Targeting of Shangri-La Hotels and Resorts Achieving Service Leadership Positioning of Shangri-La Hotels and Resorts Achieving Service Leadership

The marketing strategy of Shangri-La Hotels and Resorts Achieving Service Leadership targets consumer groups based on segmentation as follows:

7.1. Target market

• The target market for Shangri-La Hotels and Resorts Achieving Service Leadership is from middle to upper class
• The target market is ambitious and desires to purchase high-end consumer products
• This target market also seeks affordability
• To meet target market expectations, the Shangri-La Hotels and Resorts Achieving Service Leadership focuses on quality control

7.2. Mass marketing

• The marketing strategy of Shangri-La Hotels and Resorts Achieving Service Leadership focuses on mass marketing
• This also requires unique marketing designs and product promotion programs
• Shangri-La Hotels and Resorts Achieving Service Leadership makes use of one strategy to influence all segments

7.3. Undifferentiated marketing strategy

• Shangri-La Hotels and Resorts Achieving Service Leadership does not differentiate between market segments
• It uses a single marketing strategy to target all segments and consumer groups
• Based on this, Shangri-La Hotels and Resorts Achieving Service Leadership also created the marketing mix under the marketing strategy as a singular one for the whole market – regardless of the segmentation divides.

7.4. Focus on quality

• Shangri-La Hotels and Resorts Achieving Service Leadership has created, developed, and maintained a brand that satisfies all consumers under the undifferentiated marketing strategy and mass marketing
• No compromise on quality has been made in the broad product portfolio
• To ensure the influence of a single marketing strategy, the Shangri-La Hotels and Resorts Achieving Service Leadership has also adopted a consumer-centric approach in its overall marketing strategy and operations as well
• This was used for targeting strategy as well as for maintaining growth

8. Company Competitive Advantage in the marketing strategy of Shangri-La Hotels and Resorts Achieving Service Leadership

The marketing strategy of Shangri-La Hotels and Resorts Achieving Service Leadership stands out from the clutter and competition. Shangri-La Hotels and Resorts Achieving Service Leadership has also achieved a sustainable competitive advantage in its marketing strategy. This is because of the following factors that Shangri-La Hotels and Resorts Achieving Service Leadership has utilized:

8.1. Cost-effectiveness

• Shangri-La Hotels and Resorts Achieving Service Leadership focuses on reaching consumers effectively rather than grandeur
• Shangri-La Hotels and Resorts Achieving Service Leadership focuses on developing an integrated marketing approach
• The use of digital marketing efficiently and expertly has helped the company reach a wider audience at a lower cost
• Shangri-La Hotels and Resorts Achieving Service Leadership has in-house copywriters for marketing campaigns which also helps in controlling costs
• Shangri-La Hotels and Resorts Achieving Service Leadership also focuses efforts on ground activities – which are less expensive than commercial marketing tactics

8.2. Innovation

• Shangri-La Hotels and Resorts Achieving Service Leadership has stayed updated with latest developments in marketing research and marketing knowledge
• Shangri-La Hotels and Resorts Achieving Service Leadership makes use of new and innovative tactics to reach its target consumers
• Shangri-La Hotels and Resorts Achieving Service Leadership also employs top of the field marketers to facilitate its marketing strategy and promotional campaigns
• Each marketing campaign launched by Shangri-La Hotels and Resorts Achieving Service Leadership is effective catchier and more influential than the previous one

8.3. Strong market research and consumer understanding grounded

• Shangri-La Hotels and Resorts Achieving Service Leadership marketing strategy is strongly grounded in consumer and market research
• Shangri-La Hotels and Resorts Achieving Service Leadership makes informed marketing campaigns and goals based on consumers’ behavioural feedback
• Shangri-La Hotels and Resorts Achieving Service Leadership also incorporates consumer feedback in its marketing strategy
• Shangri-La Hotels and Resorts Achieving Service Leadership marketing strategy is based on market trends, and consumer needs and wants

8.4. Making effective use of emotional appeals

• Consumers’ emotional needs strongly influence all marketing objectives and marketing goals set by Shangri-La Hotels and Resorts Achieving Service Leadership
• In addition to fulfilling functional needs, Shangri-La Hotels and Resorts Achieving Service Leadership also tries to fulfil the emotional and psychological needs of the consumer
• Shangri-La Hotels and Resorts Achieving Service Leadership tries to build a strong emotional bond with the consumer, which also results in high consumer loyalty

9. Distribution Strategy of Shangri-La Hotels and Resorts Achieving Service Leadership

Shangri-La Hotels and Resorts Achieving Service Leadership marketing strategy highlights the use of the following distribution strategy to maximize reach and accessibility for consumers.

9.1. Intensive distribution strategy

• Shangri-La Hotels and Resorts Achieving Service Leadership makes use of intensive distribution strategy because it is mass marketing
• Shangri-La Hotels and Resorts Achieving Service Leadership’s marketing strategy is based on undifferentiated segments, and thus an intensive distribution strategy allows high penetration and reaches in the overall market
• With the use of the intensive distribution, Shangri-La Hotels and Resorts Achieving Service Leadership tries to maximise its coverage of the markets where it's present
• For achieving the intensive strategy, the company uses hardcore 360-degree integrated marketing strategy and campaign to reach all consumers, across all segments in the market.

9.2. Direct distribution strategy

• Shangri-La Hotels and Resorts Achieving Service Leadership uses direct distribution country of origin as well as in locations where it has subsidiary operations
• The Shangri-La Hotels and Resorts Achieving Service Leadership also makes use of modern retailing channels
• Also, Shangri-La Hotels and Resorts Achieving Service Leadership makes use of e-commerce and makes a sale through online retailers, as well as through the company website
• Direct distributions have allowed Shangri-La Hotels and Resorts Achieving Service Leadership to increase market penetration and accessibility for consumers

9.3. Indirect distribution strategy

• This strategy is largely used for offshore operations where the Shangri-La Hotels and Resorts Achieving Service Leadership does not have a subsidiary
• In these offshore locations, Shangri-La Hotels and Resorts Achieving Service Leadership largely works through the export model
• This makes use of several intermediaries in between, before the product by Shangri-La Hotels and Resorts Achieving Service Leadership reaches the target consumers
• Intermediaries for Shangri-La Hotels and Resorts Achieving Service Leadership include not only the end retail outlets, but also sales agents, retail agents, and distribution agents in offshore locations

9.4. Selective distribution strategy

• For some products of its portfolio which are premium in nature, Shangri-La Hotels and Resorts Achieving Service Leadership makes use of selective distribution channel
• Shangri-La Hotels and Resorts Achieving Service Leadership has maintained a few outlets in the country of origin, and in selected offshore markets for these products
• These placements and locations are chosen based on the niche market that Shangri-La Hotels and Resorts Achieving Service Leadership has for its premium products
• These locations, placements, and marketing strategy helps make the company’s product selectively, but readily accessible for its niche target audience

10. Competition Analysis in the marketing strategy of Shangri-La Hotels and Resorts Achieving Service Leadership

The industry in which Shangri-La Hotels and Resorts Achieving Service Leadership operates is very responsive to market and consumer trends. Shangri-La Hotels and Resorts Achieving Service Leadership, therefore, needs to be vigilant in its market strategy towards competition – to make sure that it maintains its competitive advantage.

10.1. Strategic Group Analysis

• Shangri-La Hotels and Resorts Achieving Service Leadership competes with direct and close competition based on quality and price
• Consumers choose between different companies from the industry based on their functional offering
• Consumers have progressively evolved to strengthen loyalty and form an emotional bond with products that they consume
• Shangri-La Hotels and Resorts Achieving Service Leadership also competes, thereby, with close competition for building stronger brand image, increasing consume loyalty, and for forming strong emotional ties with the consumer

10.2. Industry rivalry

• Shangri-La Hotels and Resorts Achieving Service Leadership experiences high industry rivalry
• The barriers to entry for the industry are low, and new entrants gain easy access in the industry
• The number of local as well as global players is increasing

11. Marketing mix of Shangri-La Hotels and Resorts Achieving Service Leadership

The marketing mix for Shangri-La Hotels and Resorts Achieving Service Leadership as per the marketing strategy is the following:

11.1. Product

• Shangri-La Hotels and Resorts Achieving Service Leadership has a broad product portfolio
• Shangri-La Hotels and Resorts Achieving Service Leadership provides mass marketed products for all segments across the market undifferentiated
• Shangri-La Hotels and Resorts Achieving Service Leadership also provides some selected, premium products to niche customer groups
• All products in the portfolio consistently maintain high quality
• All products are tailored to meet consumer specifications, demands and needs across different regional markets
• The Shangri-La Hotels and Resorts Achieving Service Leadership maintains a high focus on innovation in products and introduces new products frequently to keep the consumers engaged

11.2. Place

• Shangri-La Hotels and Resorts Achieving Service Leadership wants to have a close, emotional and personal relationship with its consumers
• The company maintains high control in its distribution strategies – especially through direct distribution strategy
• The company has a presence in leading supermarkets
• The Shangri-La Hotels and Resorts Achieving Service Leadership also has company-operated stores in malls, and otherwise to make products accessible to consumers easily
• Shangri-La Hotels and Resorts Achieving Service Leadership also makes use of e-commerce to increase penetration and sales

11.3. Price

• The Shangri-La Hotels and Resorts Achieving Service Leadership prices its products so that its target consumers can afford it easily
• Shangri-La Hotels and Resorts Achieving Service Leadership uses relative pricing strategy for its products
• The price of Shangri-La Hotels and Resorts Achieving Service Leadership’s products include not only the high quality raw materials and value additions but also the enhanced customer experience they deliver
• The company’s pricing strategy allows it to enjoy stable revenue and profit growth

11.4. Promotion

• The Shangri-La Hotels and Resorts Achieving Service Leadership has a high budget allocated towards marketing activities
• The Shangri-La Hotels and Resorts Achieving Service Leadership invests substantially in digital marketing activities to reap high and effective results
• Use of digital marketing has also allowed Shangri-La Hotels and Resorts Achieving Service Leadership marketing strategy to cap costs and expenses
• Shangri-La Hotels and Resorts Achieving Service Leadership also takes part in direct consumer engagement through on-ground activities where the company initiates trials
• Shangri-La Hotels and Resorts Achieving Service Leadership also invests in traditional media channels to reach maximum consumers in the market

11.5. People

• Shangri-La Hotels and Resorts Achieving Service Leadership has a large workforce across different companies
• This workforce is continually trained to become experts in their respective fields of operations
• Shangri-La Hotels and Resorts Achieving Service Leadership hires without discrimination
• Shangri-La Hotels and Resorts Achieving Service Leadership ensures that its employees remain motivated through building an inspirational and creative organizational culture
• Shangri-La Hotels and Resorts Achieving Service Leadership focuses on also building and maintaining organizational commitment and loyalty in its employees

11.6. Process

• All activities at Shangri-La Hotels and Resorts Achieving Service Leadership - from raw material procurement to the final sale to the end consumer - undergo systematic processes
• The processes at Shangri-La Hotels and Resorts Achieving Service Leadership are well defined, and well communicated to all employees
• All employees are trained to follow the processes internally to ensure consistently high quality as well as timely production and deliveries
• The systematic processes also ensure a smooth running of operations at the Shangri-La Hotels and Resorts Achieving Service Leadership

11.7. Physical evidence

• The physical evidence for Shangri-La Hotels and Resorts Achieving Service Leadership includes the company logo, company store designs, and the product packaging
• Satisfied and excited customers in the retail spaces of Shangri-La Hotels and Resorts Achieving Service Leadership, as well as during product consumption create a bubbling and an inviting atmosphere
• The e-commerce website for retail by Shangri-La Hotels and Resorts Achieving Service Leadership is also designed with a friendly customer interface to allow maximum interaction with the brand
• The store designs created by Shangri-La Hotels and Resorts Achieving Service Leadership for its retail space allow consumers maximum interaction with the products directly.

12. Promotional tactics for the marketing strategy of Shangri-La Hotels and Resorts Achieving Service Leadership

12.1. Digital marketing

• The company uses social media for reaching consumers effectively
• The Shangri-La Hotels and Resorts Achieving Service Leadership interacts with the consumers directly, and engages with them, answers their queries and takes their feedback
• The company also shares information and build relationships with consumers through digital marketing
• Shangri-La Hotels and Resorts Achieving Service Leadership also makes use of blogging, emails, and content creations as a means of digital marketing

12.2. Conventional marketing

• The company uses a 360-degree approach in its marketing strategy
• This means that the company makes use of traditional marketing channels as well – such as TV, magazine adverts, and out of house placements

12.3. Influencers

• For direct, on-ground engagement, the company uses influencers
• Influencers interact with consumers directly, or through their channels of communication as a means of content creation and endorsing the Shangri-La Hotels and Resorts Achieving Service Leadership brand

13. Monitoring and evaluation of the marketing strategy of Shangri-La Hotels and Resorts Achieving Service Leadership

13.1. Changes in sales

• Shangri-La Hotels and Resorts Achieving Service Leadership regularly tracks its sales to identify the effectiveness of its marketing strategy
• Increase in sales reflect the success of marketing strategy of Shangri-La Hotels and Resorts Achieving Service Leadership
• Sometimes, Shangri-La Hotels and Resorts Achieving Service Leadership experiences increase ins ae after some time of the launch of the marketing promotions

13.2. Surveys and focus groups

• Shangri-La Hotels and Resorts Achieving Service Leadership frequently conducts focus groups and surveys to identify its brand worth
• These methods also help the company identify brand value, brand recall, and brand recognition
• Focus groups allow Shangri-La Hotels and Resorts Achieving Service Leadership to gather feedback on its marketing strategy and helps it understand consumers better

13.3. ROI

• Effectiveness of marketing strategy of Shangri-La Hotels and Resorts Achieving Service Leadership can also be seen through the revenue and profit growth
• Return on investment allows Shangri-La Hotels and Resorts Achieving Service Leadership to effective gauge the effect and influence of the marketing strategy, and measure its success

13.4. Attainment of marketing objectives

• All marketing objectives set by Shangri-La Hotels and Resorts Achieving Service Leadership are SMART
• The quantitative set against each of the marketing objective can facilitate attainment evaluation for the overall marketing strategy
• Successful and timely attainment of these marketing objectives highlight the success of the marketing strategy of Shangri-La Hotels and Resorts Achieving Service Leadership