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Selling the Invisible: A Field Guide to Modern Marketing, by Harry Beckwith
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(NOT FOR SALE IN US AND CANADA) The essential guide to marketing services, that has become a business classic. Many companies who claim to be selling products are really selling services. What used to be a product-driven economy is now replete with services. But unlike products, you can?t touch services, hear or see them. Services are mainly just promises that somebody will do something. They are invisible. So how do you sell, develop and make them grow? This international bestseller, now in paperback, answers that question with insights on how the markets for services work and how customers think and behave towards your offering. When it comes to marketing and selling, the difference between products and services can be enormous. A treasury of bite-sized, practical and intelligent strategies, based upon the author?s extensive experience, Selling the Invisible will open your eyes to new ideas that will enhance the value and profitability of any company in today?s service market. The book begins with the core problem of services marketing: service quality. It then suggests how to learn what you must improve, with examples of what works. It then moves on to services marketing fundamentals: defining what business you really are in and what people really are buying; positioning your service; understanding customers and buying behaviour; and communicating your service.
- Sales Rank: #2595802 in Books
- Brand: Brand: Texere
- Published on: 2001-03-01
- Original language: English
- Number of items: 1
- Binding: Hardcover
- 272 pages
- Used Book in Good Condition
Amazon.com Review
The transformation from a manufacturing-based economy to one that's all about service has been well documented. Today it's estimated that nearly 75 percent of Americans work in the service sector. Instead of producing tangibles--automobiles, clothes, and tools--more and more of us are in the business of providing intangibles--health care, entertainment, tourism, legal services, and so on. However, according to Harry Beckwith, most of these intangibles are still being marketed like products were 20 years ago.
In Selling the Invisible, Beckwith argues that what consumers are primarily interested in today are not features, but relationships. Even companies who think that they sell only tangible products should rethink their approach to product development and marketing and sales. For example, when a customer buys a Saturn automobile, what they're really buying is not the car, but the way that Saturn does business. Beckwith provides an excellent forum for thinking differently about the nature of services and how they can be effectively marketed. If you're at all involved in marketing or sales, then Selling the Invisible is definitely worth a look.
From Library Journal
"Don't sell the steak. Sell the sizzle." In today's service business, author Beckwith suggests this old marketing adage is likely to guarantee failure. In this timely addition to the management genre, Beckwith summarizes key points about selling services learned from experience with his own advertising and marketing firm and when he worked with Fortune 500 companies. The focus here is on the core of service marketing: improving the service, which no amount of clever marketing can make up for if not accomplished. Other key concepts emphasize listening to the customer, selling the long-term relationship, identifying what a business is really selling, recognizing clues about a business that may be conveyed to customers, focusing on the single most important message about the business, and other practical strategies relevant to any service business. Actor Jeffrey Jones's narration professionally conveys these excellent ideas appropriate for public libraries.?Dale Farris, Groves, Tex.
Copyright 1997 Reed Business Information, Inc.
From Booklist
Advertising professional Beckwith startles and disarms all potential doubting Thomases with one fact--that by the year 2005, 8 out of 10 Americans will be working in a service business. Chapters here are remarkably short; they are intended to convey one point (summarized in one sentence in boldface italics) and are blessedly free of jargon. Hints and tips cover the conventional four Ps of marketing--product, promotion, place, and price--in an irreverent and iconoclastic manner; nothing is sacrosanct. Stories from every corner of life illustrate and drive home messages. In a quandary about pricing? Read the Picasso story to remember, "Don't charge by the hour; charge by the years." About the value of research? Forget questionnaires and focus groups; instead, ask individuals what improvements are needed--not the dreaded "What don't you like?" A very human, much-needed book to savor and be refreshed by. Barbara Jacobs
Most helpful customer reviews
4 of 4 people found the following review helpful.
Lots of quotes but little substance or direction on how to implement those great one liners
By curtismchale
Meh it was okay. Sure there are a bunch of great one liners in the book that feel awesome but there is no 'how' presented at all. After reading this you're still left wondering how to do any of what the author says is good.
Also the author never really backs up his thoughts. The examples provided come across like stories where a friend of a friend did something awesome that you saw on the Internet.
In short they feel right but not like they hold up to intense scrutiny.
Finally there are a few items that seem to be contradictory. The author says write a mission statement then says keep it secret so the competition doesn't f ind out but also tell employees so they know.
It can't be secret if you tell employees and really that's what you should be doing. Fearing what the competitors will do because of your mission means you're not looking at your mission for direction anymore you're looking at your competition which means you're following them.
Bad idea.
I don't think this book is really worth your time unless you just like quotes with no action to back them up.
4 of 4 people found the following review helpful.
THE Marketing Book
By O. Halabieh
As Harvey Mackay notes on the cover "The one book on marketing I'd have if I could have just one. A CLASSIC." This books changes the way we think about marketing: "It begins with an understanding of the distinctive characteristics of services - their invisibility and intangibility - and of the unique nature of service prospects and users - their fear, their limited time, their sometimes illogical ways of making decisions, and their most important drives and needs". Harry then goes on to discuss a number of fundamental topics: surveying and research, planning, positioning and focus, pricing, branding, communicating and selling, nurturing and keeping clients etc.
Below are some excerpts that I found particularly insightful:
a) "Your opportunities for growth often lie outside the confines of your current industry description." - This can be reworded to apply to one's personal career
b) "In most professional services, you are not selling expertise - because your expertise is assumed, and because your prospect cannot intelligently evaluate your expertise anyway. Instead, you are selling a relationship. And in most cases, that is where you need the most work."
c) "First, accept the limitations of planning...Second, don't value planning for its result: the plan...Third, don't plan your future. Plan your people."
d) "Positioning (Al Ries and Jack Trout) says: 1) You must position yourself in your prospect's mind. 2) Your position should be singular: one simple message. 3) Your position must set you apart from your competitors. 4) You must sacrifice. You cannot be all things to all people; you must focus on one thing."
e) "To succeed spectacularly in a service business, you must get all your ducks in a row. Marketing is just one duck. But it is one very big duck."
f) "...And for marketing purposes - for the purpose of attracting and keeping business - a service is only what prospects and clients perceive it to be. So "get better reality": Improve your service quality. But never forget that the prospect and client must perceive that quality."
g) "Services are human. Their successes depend on the relationships of people...But you can spot some patterns in people. The more you can see the patterns and understand people, the more you will succeed - and this book as written with the hope that it will help you do just that."
h) "Nothing beats experience, of course, but reading books about others' experiences comes in a competent second. The risk in learning only from personal experience is that too often, we draw conclusions from too little data - we learn too much from too little. We also tend to credit our company's successes to everything that went into them...And so we keep repeating things that hurt our business."
One of the best features of the book is the way its written and structured. Each area is covered through small stories featuring numerous real-life examples. This makes the book very practical and enjoyable to read. All in all, a great book on Marketing and one that is recommended for anyone. We are all in some aspect a marketer of services.
As a final remark, you can follow the author Harry Beckwith's latest thoughts here: [...]
3 of 3 people found the following review helpful.
Learn to Leverage Solutions
By Dan Mariani Author The Road to Chapultepec Park
Essential book for people in sales but helpful to all walks of life. Great introduction to value-based selling propositions.
Learn to leverage the less obvious points of selling by finding your customers' true needs and closing the gaps providing effective solutions to their issues.
Easy read and widely-applicable.
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