Selling the Invisible: A Field Guide to Modern Marketing (Hardcover)

~ (Author) "In a free-association test, most people-including most people in business-will equate the word "marketing" with selling and advertising: pushing the goods..." (more)
Key Phrases: oral surveys, service marketers, positioning statement, Federal Express, American Express, Burger King (more...)

Editorial Reviews

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. --This text refers to the Audio Cassette edition.

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Product Details

• Hardcover: 272 pages
• Publisher: Business Plus (March 1, 1997)
• Language: English
• ISBN-10: 0446520942
• ISBN-13: 978-0446520942
• Product Dimensions: 7.6 x 5.3 x 1.1 inches
• Shipping Weight: 10.4 ounces (View shipping rates and policies)
• Average Customer Review: 4.4 out of 5 stars  See all reviews (149 customer reviews)
• Amazon.com Sales Rank: #32,999 in Books (See Bestsellers in Books)

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Customer Reviews

Most Helpful Customer Reviews

52 of 52 people found the following review helpful:

5.0 out of 5 stars Stunningly Useful and On Point--Vital to Gold Collar Workers, April 3, 2002

By	Robert D. Steele (Oakton, VA United States) - See all my reviews (TOP 50 REVIEWER)

I bought this book because I thought it might be relevant to "gold collar workers", those who manufacture and sell knowledge that is quite "invisible" or intangible. What a great book this is! Every person that relys on their brain for a living, whether as an employee or consultant or teacher, can double their *perceived* value by reading and applying the lessons of this book.

A few of the author's well-discussed and well-illustrated ideas are offered here to complement the many other favorable reviews:

1) Simplify access to your work! [Learn how to create executive summaries, tables of contents, hyper-links, etc.--don't assume that everyone knows your value and is willing to spend time digging into your work.]

2) Quality, speed, and price are *not* in competition, they must be offered simulaneously and at full value.

3) What is your promise or value proposition? Are you just showing up, or does every day offer a chance for you to show your value in a specific way?

4) Don't just be the best in your given vocation, *change it* for the better and redefine what "best" means!

5) Sell your relationship (and your understanding of the other person's needs), not just your expertise in isolation. Your boss or client has three choices and you are the last: to do nothing, to do it themselves, or to use you. Focus on being the first choice every time.

6) Execute with passion--and if you are a super-geek or nerd that does not have a high social IQ, form a partnership with a super-popular person and put them in front.

There are many other useful thoughts in this book. If you want to know how to sell the invisible, the intagible, the value propositions that revolve around knowledge and insight instead of bending metal and assembling things, this is absolutely the best book one could ask for. Really nicely presented.

41 of 42 people found the following review helpful:

5.0 out of 5 stars Digestible Insights, May 11, 2000

By	Michael L. Perla (Smyrna, GA USA) - See all my reviews

As others have written, this book is not about creating a complex marketing design or plan. What it does offer is quick, a page or so, USA today-like snippets of insightful observations about marketing in general, and service marketing in particular.

As the title indicates, selling and/or marketing an intangible service is a different process than tangible product marketing. As the author writes, most people cannot evaluate the skills of an accountant, or lawyer, or any number of professional services. We often look for tangible proxies that indicate the professional's level of expertise and success (e.g., fancy offices, degrees on the wall, presentation, etc.).

If you read this book in its entirety in one session, you are bound to remember nothing in the sea of facts and tidbits (click on the table of contents link to get a feel for the topic areas). I've found the best way to read the book is to ponder on a few points every night and/or week, while attempting to apply them to a salient situation in your life. Overall, this book has some interesting and useful insights, and is a good read when you have a few minutes to spare.

26 of 26 people found the following review helpful:

5.0 out of 5 stars A "renewing of vows" between you and your consumer., August 12, 1997

By	J. Poorman (San Francisco, CA) - See all my reviews (REAL NAME)

Harry Beckwith has boiled down the art of marketing into many small and easy to understand words of wisdom.

If you are in business you have to read this book. Whether you are an owner, CEO or department head, Beckwith lays out the essential tools to market your company, and sites fresh examples to illustrate. He says "Marketing is not a department" and he's right--it is your front line (sales people) to your CEO and everyone in between. Everyone at your company is involved in marketing your company-and the author makes sure you get the message. Stop wasting time with ploys that don't work. COMMUNICATE with the consumer and you will see increased sales and market share.

"Selling The Invisible" serves as a "renewing of vows" for those well into their careers. It provides a way to go from a jaded attitude to a fresh perspective and look at your company from the outside. If you think you've heard it all before, you haven't heard it like this. A clear a concise "handbook" for modern business.