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There are many ways or channels by which information, products or services reach customers.
From a business point of view the world could be seen as a number of different channels to reach customers
The use of the Internet as a channel to reach consumers has lead to potential channel conflict
Example
Doc Martins Dell Lonely Planet
Who owns the customer relationship? Potential confusion with customers themselves in terms of how they were interacting with businesses. e.g. Franchises
There are synergies between channels such as catalogues and the Internet
Catalogues, interact through the Postal Service, call centres, TV etc Companies can also set up web sites as another channel for distributing a product
Email is still the major channel of the Internet. Issues include SPAM, and overfull in-baskets Main focus today the web
Its not a simple matter to open up this major new channel because it creates a lot of questions about; well, who owns that channel to the consumer? Is it the upstream manufacturer?
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Types of Conflict
Direct Manufacturers launch new channel Internal Conflict new online competes with existing offline External manufacturer doesnt own online or offline channel least threatening
Strategic Factors
Does the consumer have a relationship with the manufacturer or the retailer? Does selling online make sense? Is industry as a whole moving online?
Even though consumers may buy the product from somewhere else, theyre heading to the manufacturer if there is a problem (or blaming the brand at least).
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There has always been a need to control a company name and the brand names around its products and services
The Internet may change these things.
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Ultimately, when the Internet comes into the mix, it causes conflict between the different channels. e.g. Brand name camera, laptop etc purchased online Example buying your own brand.. (P&G Head and Shoulders)
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Businesses have to meet the needs of the consumer in terms of where the consumer wants to interact and when and how, and so they cant simply say; well, the Internet is just too difficult for us. Were not going to do it. Example: Delta and Expedia. Virgin Vs Commonwealth
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Definition
Channel conflict can be defined as any situation where two different marketing or distribution channels are competing for the same sale with the same brand,
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Minimising Conflict
Customer first and the channel second Involve channel partners Capture value
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Conclusion
Channel conflict will not go away by itself Needs active management There are many positive examples today such as multi-channel strategies
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