Victoria's Secret people, process and physical

People:

Victoria's Secret and its sub-brands branches are aiming their products at women of every age, thanks to the creation of PINK which reaches out to younger girls and Victoria's Secret Sports that aims to women of any age. PINK was created in 2002 targeting teenage girls and young women. 

Victoria's secret staff provide excellent customer care from the moment you walk into the store to the moment you walk out. The store provides a lot of seating around the store for the men to take a seat while the women look around, because the brand knows how uncomfortable men feel in a lingerie shop. Also the staff are mostly all women which helps you feel more comfortable, it's a very personal and fun experience. The staff help you find your size and style by measuring you and asking you what you like/want. They help make shopping for underwear and lingerie a pleasurable experience. Also when you go into the fitting rooms, they will tell you there names and tell you to press a button if you are in need of assistance.

Victoria's Secret has especially trained their staff so that they can give the best advice, and service towards the customer. All staff worldwide have been trained with the US-know how. The staff are made to learn about all their products so that they can recommend the best to their customers.

Also a Victoria's Secret customer can benefit from an Angel Card. There are 3 different versions of it, the Angel which is the basic card where the customer will benefit from a gift on their Birthday, free shipping on purchases that include bras; and exclusive shopping rewards. The second card is the Angel VIP card that you upgrade to once you've reached 500 points, with this card the customer will benefit from all of the above plus insider access and invitations to exclusive events throughout the year. The last card available is for any customer who reaches 1000, this card is called Angel Forever, which offers in addition to everything else a thank you gift every year.

Process:

This means how the service or product is delivered to the client/customer.

Throughout the years the brand has slowly opened up stores around the world. The problem that is still apparent is when someone orders online, it comes from the United States, so the customer will still need to pay tax on top of what they have already spent. The delivery is free on orders over 75£ which encourages the customer to spend that little bit extra but they will still need to pay tax if they do not live in the US. The brand allows you to track your package, which always gives a bit of reassurance. 

Also, they are planning on shipping all products ordered from Europe straight from the producer to the distribution centre to improve the delivery process. They are even planning on having a base in Europe to cut the costs, the base would be in Germany. They are looking for a cost effective way for transportation. None of this has got a fixed date, it is just ideas, but it would be a good way to improve the delivery process and maybe even open up to a bigger clientele, because then people will buy from them without having to worry about tax.

Like many brands or companies, Victoria's Secret produces it's products abroad in Asian countries where the workforce is cheap and the materials are also inexpensive. From there they import in masses to reduce the cost.

Physical:

Victoria's Secret has a very unique look, from the store, to the "packaging", to its products. When someone sees the quote "love pink" or a small dog logo they automatically think of PINK by Victoria's Secret. Also the Victoria's Secret bags are very easily identified, with a pink stripped bag and black writing.

The stores have a unique look inside and out. The colour scheme is mainly hot or pale pink and black, with glitter. The store looks like we are in someones fancy closet. They display their panties, thongs, bikini bottoms, bras in drawers that are half open, and the drawers each contain different sizes and styles.

The style of the whole store is very girlie and sexy. This isn't the only store to have it's own particular style, Hollister and Abercrombie & Fitch, have models outside the store, most of the time it's topless men or young pretty girls. The interior of these stores are very dark and every store has the same signature scent and wallpapers. Also each piece of clothing has the signature logo. Hollister clothes have a signature bird and A&F have the moose. Even though they have dropped the use of the logos on the clothing, people will still associate them with that brand. 

All in all, it is now easy to understand the marketing mix through these examples that have illustrated it.