Lays company

Week 2.6 Services Marketing; Modifying the marketing mix for business markets, services and international marketing     Chapter 13,21

Lays company can provides pre-sale service and after sale service. For the pre-service, it worth mentioning that they provides the quality control service. ‘The potato chip production line has nine critical checkpoints throughout the process for quality’(Frito-Lay's Quality-Controlled Potato Chips, 2016). According to the research, the SPC chart will control the production of Lays chips. They will track the sample of Lays potato chips to make sure the quality. Lays company also provides after sale service, as it can be shown on the package of Lays potato chips. There are some contact information provided in case the customer has any question or suggestion for Lays chips.

The new service could have more contact with customer. For example, for me as a customer, I really interesting on the different tastes potato chips in one package. Lays company already mixed two tastes of potato chips in a package. I think it could be better if more taste can be mixed. In term of customer contacting, it means the customer has more chance to join this brand. For example, designing the special package, mixing the most customer’s favorite tastes.   

There are four service characteristics, intangibility, variability, inseparability and perishability. The intangibility service means that this kind of service cannot seen, tasted, felt, heard, or smelled before purchase; the variability means that quality of service depends on who provides them and when, where, and how; the inseparability service means that services cannot separated from their provides; the perishability service means that service cannot be stored for later sale or use(Dibbs, 2012). The lays potato chips belongs to intangibility service, because it is a kind of snack, which cannot be tasted before purchase.

Lays company sets up a homepage on the Facebook. In this homepage, the consumers from different locations can find their own information to contact or   leave their suggestions. The Lays company can also update the information about the product on this homepage, such as the new taste of chips, the discount on the products and the activities of the products. It will help all the consumers to get the newest information about the products even they live in different places. Another service that the Lays company provides for consumers is the size of chips. Lays company provides different sizes of chips for the consumers with different needs. For example, Lays company has a small size chips which is designed especially for the people who is busy for work and this size of chips is easier for them to take with.

First of all, Lays company can put advertisements on TV, Internet, bus station and many other public places. For example, for the advertisement on TV, we can invite some famous local stars to attract local people’s attention and increase the popularity of our product. Then, we can provide some chips for local people to try in some public places like cinema , train station and shopping mall.

For perspective of personal, the buyer of Lays chips is young people, they like to eat snack during free time. They more like to enjoy the taste of Lays chips instead of pay attention on heath issues.