Here is the case number 1 from the book.
Please read it and then answer the questions in the bottom of here in two page paper.
Please let me know if there is anything you need, Thank you.

Synopsis: Gillette has long been known for innovation in both product development and
marketing strategy. In the highly competitive, but mature, razor and blade
market, Gillette holds a commanding worldwide market share. The peak of its
innovation occurred in 2006 with the introduction of the Fusion 5-bladed
razor. Today, innovation in razors and blades is thwarted by a lack of new
technology and increasing consumer reluctance to pay for the ‘‘latest and
greatest’’ in shaving technology. Gillette must decide how to put the razor wars
behind them and maintain or increase its share of the global razor market.
Themes: Product leadership, product innovation, pricing strategy, integrated
marketing communication, segmentation, sports marketing, global marketing,
SWOT analysis, strategic focus
S
ince its inception in 1901, Gillette has always prided itself on providing the best
shaving care products for men and women. In fact, the company was so visionary
that it didn’t have any serious competition until 1962, when Wilkinson Sword
introduced its stainless steel blade. Since that time, the Wilkinson Sword–Schick
Company has evolved into Gillette’s primary competitor. Through the years, Gillette has
strived to stay on the cutting edge of shaving technology in a market that thrives on
innovation. This focus has led to a game of one-upmanship with Schick as each
company introduced 3-bladed (Gillette’s Mach3), 4-bladed (Schick’s Quattro), and
5-bladed (Gillette’s Fusion) razors in rapid succession. Now, under the ownership and
guidance of Procter & Gamble, Gillette faces a saturated U.S. market that fluctuates only
when newer, more innovative products are introduced. However, many analysts believe
that Gillette and Schick have reached the end of meaningful product innovation. Given
this, Gillette faces the challenge of further expanding its already dominant market share
around the world. And in a market that thrives on innovation, Gillette must determine
how to balance the continued investment of resources in research and development,
searching for ‘‘the next big thing’’ in the global shaving market, with capturing more of
Leanne Davis, Florida State University MBA Class of 2010, prepared this case for classroom discussion rather than to
illustrate effective or ineffective handling of an administrative situation. This is a revised version of the case developed by
Don Roy, Middle Tennessee State University, and Michael D. Hartline, Florida State University.
387
Copyright 2010 Cengage Learning. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part.
their loyal consumers through product-line expansions and inspiring marketing
campaigns.
The History of Innovation at Gillette
Born in Fond du Lac, Wisconsin in 1855, King Camp Gillette learned from an early
age the importance of self-sufficiency, innovation, and invention. After his family’s
home was destroyed in the Chicago Fire of 1871, Gillette left home at 16 years of age
to become a traveling salesman. His experiences in his position led him to William
Painter, the inventor of the disposable Crown Cork bottle cap, who assured him that a
successful invention was one that was purchased over and over again by a satisfied
customer. In 1895, after several years of considering and rejecting possible inventions,
Gillette suddenly had a brilliant idea while shaving one morning. It was an entirely
new razor and blade that flashed in his mind—a razor with a safe, inexpensive, and
disposable blade. According to reports, Gillette’s idea wasn’t immediately successful,
as technical experts said it would be impossible to produce steel that was hard, thin,
and inexpensive enough for commercial development of the disposable razor blade.
However, in 1901, with the technical partnership of MIT graduate William Nickerson,
Gillette produced the original Gillette safety razor and blade, establishing the foundation
for the Gillette Safety Razor Company.
Since 1901, the Gillette Company has led the personal care and grooming
industry through manufacturing efficiency and exceptional marketing. By offering
‘‘consumers high-quality shaving products that would satisfy basic grooming needs at
a fair price,’’ Gillette effectively captured more than half of the entire razor and blades
market across the globe. In fact, in the 1920s Gillette said the following of his razor
product: ‘‘There is no other article for individual use so universally known or widely
distributed. In my travels, I have found it in the most northern town in Norway and in
the heart of the Sahara Desert.’’
Gillette’s success in this market carried the company through economic droughts
in the 1920s and 1930s, as well as allowed it to weather the storm brought on by
World War II. In 1948, Gillette set its all-time performance record with profits per
share of $6.80. Encouraged by the successful development of his razor products,
Gillette felt inclined to challenge his entrepreneurial spirit with the acquisition of two
unrelated ventures: the Toni Company, maker of do-it-yourself home permanent-wave
kits, and the Paper Mate Pen company, producer of retractable, refillable ballpoint
pens. Although seemingly profitable at first, both acquisitions proved to be unsuccessful
as sales and revenue waned due to declining demand and innovative competitors,
such as Bic’s low-priced disposable (nonrefillable) pens from France. As a
result, Gillette’s unblemished track record for success became tarnished as net profits
slumped to $1.33 per share in 1964.
Despite this fact, Gillette reigned as a visionary monopoly in the personal shaving
market until 1962, when English firm Wilkinson Sword introduced its stainless-steel
blade. Distracted by its experimental ventures with the Toni Company and Paper
Mate, Gillette neglected to foresee the impact this small company could have on its
388 C A S E 1 Gillette: Product and Marketing Innovation
Copyright 2010 Cengage Learning. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part.
core business of razors and blades and began to lose a substantial portion of market
share. Although Gillette retained 70 percent, the arrival of Wilkinson Sword’s stainless-steel
blade initiated a transition in niche markets. For the first time, Gillette
executives were unsure how to respond. Should they introduce their own stainlesssteel
blade or ignore the rival and hope that its market niche would remain small?
Fortunately for Gillette, Wilkinson Sword lacked the resources necessary to exploit
the niche markets it had penetrated and where it competed with Gillette. Eventually,
Wilkinson Sword sold much of its blade business to Gillette. Unfortunately, by this
time Gillette had already begun to feel the impact of competition as its market share
had dipped to an all-time low of 49 percent.
To revive Gillette’s market share and bounce back from unsuccessful product
ventures into do-it-yourself permanent-wave kits and refillable ballpoint pens,
Gillette’s new CEO Vincent Ziegler spearheaded an acquisition and product development
campaign. Ziegler was often described as aggressive, marketing oriented, and
ambitious for the company, believing in diversification through the acquisition of
companies in other business segments. Under Ziegler’s leadership, Gillette purchased
the following companies: Braun AG (German manufacturer of small appliances),
S.T. Dupont (French maker of luxury lighters), Eve of Roma (high-fashion perfume),
Buxton Leather goods, Welcome Wagon, Inc., Sterilon hospital razors, and Jafra
Cosmetics (home sales). Unfortunately, four of these acquisitions proved to be unprofitable
or unsuitable and were divested, and the other three yielded low profits by
Gillette’s standards. These ill ventures exposed the company to competitive pressures,
especially in the form of Bic’s disposable razors and lighters. In addition, Bic’s 19-cent
disposable stick pens particularly affected the Paper Mate line of refillable pens and
drove Paper Mate’s share of the retail ballpoint pen market from more than 50 percent
down to 13 percent. In 1975, Gillette retaliated with the introduction of its new Write
Brothers line of disposable pens and salvaged a good portion of the lost market share
with heavy price promotions.
Despite these pressures, Gillette experienced moderate successes under the
leadership of Ziegler with the introduction of Cricket disposable lighters and Soft &
Dri antiperspirant (until the industry experienced a sharp decline in sales of the spray
product due to the belief that aerosols destroy the ozone layer). Furthermore, the
introduction of the Trac II razor was deemed a ‘‘great success’’ and thus continued
Gillette’s dominance in this market. Other successful product developments came
under the leadership of Colman Mockler, Gillette’s next CEO, whose strategy was to
‘‘cut costs dramatically and pour the money saved into ad and product development
budgets.’’ Under Mockler, Gillette experienced some of its greatest successes including
memorable innovations such as the Atra razor, the Good News! disposable razor, and
the Daisy razor for women. After these product additions, Gillette held roughly
75 percent of the global market in razors and blades, including a majority of the U.S.
shaving market (razors, blades, and the leading shaving cream). By the end of 1980,
Gillette’s sales rose above $2 billion for the first time in the company’s history.
The foundation of this success was the introduction of new products for the razor
and blade market developed in Gillette’s home laboratories. As previously mentioned,
The History of Innovation at Gillette 389
Copyright 2010 Cengage Learning. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part.
Gillette’s Atra-Plus shaving system, which featured a refillable Atra cartridge with a
lubricating strip, overtook the Trac II as the number one selling razor. In addition, to
directly compete with Bic and other razor companies, Gillette updated its Good News!
line to include a disposable razor with a lubricating strip. Furthermore, in the personal
care segment, Gillette made several introductions, including Aapri facial care products,
Dry Idea deodorant, Bare Elegance body lotion, Mink Difference hair spray,
White Rain hair care products, and Silkience shampoo and moisturizers. These
additions had mixed results and left Gillette still searching for the keys to success in
this business segment. In the writing instruments segment, Gillette achieved moderate
success with the development of Eraser Mate erasable, disposable pens. Also, the
steady sales of Paper Mate pens and Liquid Paper correction fluids helped to maintain
company performance.
The Razor Wars Begin
By 1990, Gillette found itself in the interesting position of cannibalizing its own
successful products with the launch of the Sensor razor. The Sensor soared in sales
globally and quickly dominated the market, only to be succeeded by the Sensor Excel
in 1993. This was not the first competing product produced by Gillette; however, it
represented the first product that was able to effectively shift consumer demand and
sales away from the Atra and Trac II—Gillette’s leading products. A similar effect
occurred in the women’s razor market with the development of the Sensor for Women
in 1992 and the Sensor Excel for Women in 1996. As to be expected, the continued
success of the Sensor family of shaving systems led to the gradual decline of the Atra
and Trac II twin-blade shaving systems. However, despite this decline, the Atra and
Trac II razors continued to hold decent market share positions worldwide. In addition,
holding steady since 1976, Gillette’s Good News! brand maintained its position as the
best-selling disposable razor in its product category worldwide.
Gillette’s internal competition heated up with the introduction of the Mach3 razor
in 1998. Touting three thin blades designed to provide a closer shave with fewer
strokes and less irritation, the Mach3 became Gillette’s most successful new product
ever as sales rose to $1 billion in the first 18 months. Recognized for its innovative
design (blades on tiny springs), the Mach3 was named winner of the American Marketing
Association’s Grand Edison Award for the best new product of 1998. Similar to
the marketing strategy employed for the Sensor and Sensor Excel products, Gillette
sequentially produced the Mach3 Turbo for men and the Venus system for women in
an attempt to further expand the reach of Mach3 technology and market share.
In 2003, the razor wars got ugly as Gillette faced a new, more threatening competitor:
Schick and the Quattro—the world’s first four-bladed razor. Before Schick
introduced the Quattro to the market, Gillette sued Energizer holdings and its Schick
division, arguing that the Quattro illegally used the same ‘‘progressive geometry’’
technology as the Mach3. However, despite the lawsuit, Schick was allowed to launch
the Quattro. To combat the suit, Schick countersued Gillette, claiming that Gillette’s
advertisements stating ‘‘the world’s best shave’’ and ‘‘the best a man can get’’ were
390 C A S E 1 Gillette: Product and Marketing Innovation
Copyright 2010 Cengage Learning. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part.
misleading. While Gillette and Schick engaged in a legal ping-pong match, consumer
preferences and purchases were changing. In addition to Schick’s Quattro for men, its
Intuition for women began to encroach upon Gillette’s hold of the women’s shaving
market. Schick’s total share of the U.S. market had risen 2.9 percent to 17 percent,
while Gillette’s total share of the razor and blades market had fallen 4.3 percent to
63 percent.
To fight back, Gillette aggressively established a twofold plan of attack for
recapturing market share. This strategy included converting consumers to higherpriced
razors and blades, such as the Sensor, Sensor Excel, and Mach3 lines, from the
single- and twin-blade razors, and geographically expanding into the areas of Romania
and the former Yugoslavia, the Soviet Union, and the Czech Republic. At the forefront
of Gillette’s strategy sat its secret weapon: the Fusion—the world’s first 5 (+1) blade
razor, introduced in 2006. Using a unique five-blade design with a single blade on the
back of the cartridge for use in trimming mustaches and sideburns, the Fusion
exploded off the shelves and sold more than 4 billion razors within the first two
months. Furthermore, the Fusion razor represented the first product introduction
since Proctor & Gamble finalized its purchase of The Gillette Company and its
subsidiaries, including Braun, Duracell, and Oral-B.
Although the Fusion represented a victory for Gillette and P&G, the hype
surrounding its initial success was quickly fleeting. Other than being more expensive
than the Mach3 (each cartridge costing 75 cents to $1 more than the Mach3 cartridge),
critics questioned why five blades were needed to get the best shave when Gillette had
touted its three-bladed Mach3 as ‘‘the best a man can get’’ since the late 1990s. In
addition, Consumer Reports concluded that there were no additional performance
benefits provided by the five-bladed Fusion, especially when compared to the Mach3.
However, what was the most concerning for Gillette was the fact that sales reports
indicated that the razors were outselling the cartridge refills. This translated to a
consumer perception akin to a ‘‘novelty’’ product with a lack of staying power and
product loyalty. Further, from a financial standpoint, Gillette feared not reaching the
sales potential for the product combination, because it is well-known that razor
manufacturers earn most of their profits from refills, not the initial razor purchase.
Despite these concerns, the Fusion line continues to be a successful revenue generator
for Gillette and its top-selling razor to date.
Gillette’s Recent Marketing Strategies
Rather than continue the razor wars by producing a six- or seven-blade razor, Gillette
focused on releasing complementary products, enhancing its existing product lines
and expanding its intensely successful marketing strategy. To complement its already
successful razor and blades division, Gillette sought to expand its product portfolio
inside the shower doors to create the full ‘‘shower experience.’’ For example, the
launch of Gillette Hair Care and Body Wash for men, as well as its Clinical Strength
deodorant, represented the most significant Gillette brand extensions outside of the
razor and blades division, and aimed to reinforce the brand’s standing as the world’s
Gillette’s Recent Marketing Strategies 391
Copyright 2010 Cengage Learning. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part.
leading male-grooming authority. ‘‘We’ve earned the trust of the more than 600 million
men who start their day with a Gillette razor,’’ said Chip Bergh, group president,
Global Personal Care, Procter & Gamble. ‘‘By offering superior deodorant, body
washes, and shampoos, we are able to reward that trust by giving guys what they want
and need in other areas of their grooming routines.’’
Because Gillette is in the maturity stage of its product life cycle, focusing on these
complementary products allows the company to increase its share of customer.
Defined, share of customer refers to the percentage of each customer’s needs in a
particular area met by the firm and is exploited when a company with brand loyalty
effectively capitalizes on that preference to market other products. Gillette’s ability to
increase its share of customer is greatly enhanced due to the resources available at
Proctor & Gamble. According to Clayton C. Daley, Jr., vice chairman and chief financial
officer of P&G, ‘‘One of the objectives of the Gillette integration has been to
leverage the strengths and technologies of both companies to develop new products.
We’re generating revenue synergies by combining our superior science and malegrooming
expertise to introduce these adjacent Gillette-branded products.’’
In addition to complementary products, Gillette’s primary focus has been on the
extension of its core business and the marketing programs that support it. Going
beyond simple brand advertising, many of the initiatives and activities introduced by
Gillette created a synergy between product development and marketing strategy. For
example, building off the success of the Fusion and Fusion Power razor and blades,
Gillette released the Fusion Power Phantom (Stealth in the United Kingdom) in
February 2007. The Phantom razor featured a redesigned handle and a darker color
scheme than the original Fusion Power. In addition, in February 2008, Gillette
released another revision, the Fusion Power Phenom, redesigned with a metallic blue
and silver satin chrome handles color scheme. Most recently, Gillette launched the
gaming-inspired Fusion Power Gamer razor at the EA SPORTS Champions of Gaming
Tournament in early 2009.
Sports Marketing Activities
Gillette’s lethal combination of marketing and product development stemmed from
the fact that when it came to blades and razors, Gillette was not content with merely
having an innovative product. The company virtually turned its marketing into a
quantitative science, pouring time and resources into marketing plans that were
almost military in their precision and implementation. Gillette’s stellar marketing
strategies date back to the Sensor and Senor Excel products and can be attributed, in
large part, to the success of its current market position and yearly sales volume.
Focused heavily on male-dominated sports marketing activities, Gillette’s marketing
atlas included the following elements:
On a grand scale, the company’s most visible promotion was and still is Gillette
Stadium – home to the NFL’s New England Patriots and soccer’s New England
Revolution. The facility, which seats nearly 70,000 fans, hosted the 2002 MLS Cup,
2003 AFC Championship game, and four games of the 2003 FIFA Women’s World
392 C A S E 1 Gillette: Product and Marketing Innovation
Copyright 2010 Cengage Learning. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part.
Cup. By sponsoring these types of athletic activities, Gillette is able to reach a
worldwide audience, as soccer is tremendously popular in Latin America and
European countries. It is particularly important to note that 60 percent of Gillette’s
sales are generated outside the United States, so worldwide appeal is critical in its
marketing strategies. Case in point: The company’s image and reputation more
than doubled in popularity after it signed soccer superstar David Beckham as its
worldwide spokesman in 2004.
Launched in February 2007, Gillette heavily marketed the Gillette Champions
program centered on the athletic and personal accomplishments of three of the
world’s greatest athletes—Tiger Woods, Roger Federer, and Thierry Henry.
According to Gillette, each of these athletes personifies the essence of Gillette’s
brand: on and off the field, and ‘‘the best a man can get.’’ As a group, the Gillette
Champions blurred the lines of ethnicity, nationality, and language, making them
attractive in the global arena. As part of the Champions program, Gillette featured
numerous multimarket, targeted promotions based on the type of sport played by
each of its champions. For example, as part of the ‘‘Look Like a Champion
Sweepstakes,’’ customers were offered a ‘‘once in a lifetime opportunity to learn
how to look and play like a like real champion with a private training session from
legendary golf coach, Hank Haney.’’
Other sports-themed marketing programs include the heavily invested NASCAR
marketing program and the Gillette Young Guns program. Aimed at racing fans
with the purpose of driving sales for Gillette’s premium razors and shave care
products, NASCAR and Gillette promoted the fast and furious life of men though
television, print, online, public relations, and event marketing tactics. Example
promotions included Gillette’s consumer program coordinated with NASCAR’s
Chase for the Sprint Cup, and the Daytona 500 Flip Card Stunt. In the Case for the
Sprint Cup promotion, 10 lucky sweepstakes finalists from all over the country had
the opportunity to experience ‘‘a race fan’s dream’’ as they zipped up their fire suits
and raced actual stockcars in a five-lap race. In addition to winning trophies, each
finalist was coached by one of the six Gillette Young Guns, NASCAR’s top drivers
(Kurt Busch, Dale Earnhardt, Jr., Carl Edwards, Jimmie Johnson, Jamie McMurray,
and Ryan Newman). Other NASCAR/Gillette marketing partnerships included the
largest ever-attempted Daytona 500 Flip Card Stunt. Prior to the start of the race,
more than 118,000 fans seated along the front stretch and backstretch of the
racetrack participated in the stunt, which promoted the Fusion and Fusion Power
shaving line. During the National Anthem, the fans held up the front of the cards,
which displayed a patriotic design. Following the Anthem, participants flipped the
cards over and revealed the Gillette Fusion logo. These and other promotions
earned Gillette the 2008 NASCAR Marketing Achievement Award, racing’s top
sponsor award.
Gillette continues to foster its relationship with Major League Baseball, a partnership
that dates back to 1910, when Gillette featured baseball greats like Honus
Wagner in ads for the original Gillette Safety Razor. In 2008, Gillette and MLB
Gillette’s Recent Marketing Strategies 393
Copyright 2010 Cengage Learning. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part.
created the ‘‘MLB Rookie of the Month Award presented by Gillette’’ that
encouraged fans to go online to the Gillette website and vote for their favorite
player. This proved to be mutually beneficial for Gillette and MLB as it drove
Internet traffic to Gillette’s website as well as encouraged fans to become
more engaged and involved in the sport of baseball. ‘‘Major League Baseball and
Gillette have a long standing and successful business relationship, so it is a great
pleasure to announce this new program that allows fans greater access to Major
League Baseball,’’ said John Brody, Senior Vice President, Corporate Sales &
Marketing, Major League Baseball. ‘‘The ‘MLB Rookie of the Month Award presented
by Gillette’ will honor the finest young talent in the game, and our fans will
play an integral role in selecting the top performing rookie in both the American
and National League each month.’’
Capitalizing on one of the most fanatic audiences available, Gillette also partnered
with the NCAA to promote a clean, shaven ‘‘game face’’ with the Gillette ‘‘Game
Face’’ college football promotion. ‘‘This is a truly a one-of-a-kind contest for the
ultimate college football fan,’’ said Michelle Potorski, Associate Marketing Director,
Gillette Male Blades and Razors. ‘‘We’re looking to find the college football fan
who can best display their favorite school’s pride in the most unique way. We are
looking to college football fans to prove their pride.’’ Winners received the
opportunity to be on a Gillette television commercial, take home an Xbox 360, and
be crowned the 2008 National ‘‘Game Face’’ Champion.
Gaming has also become a Gillette-sponsored pastime. Reaching out to this previously
untargeted market group opened up a whole new ocean of customers who
may not have been as attracted to Gillette’s prior sports-heavy marketing strategy.
By partnering with EA Sports and launching the Fusion Power Gamer razor,
Gillette was able to tap into this market by launching the world’s largest multisport
gaming competition. Giving gamers the attention they frequently lack in
worldwide marketing schemes has been beneficial to both Gillette’s image and
their market share. According to Gillette Champion Tiger Woods, ‘‘This program
will give guys the chance to play games at the highest level possible, which is
always exciting. To be the best at anything is an amazing feat.’’
Audience marketing strategies include targeting alternative audience groups such
as young adults, the gay and lesbian market, and WWE wrestling fans. For
example, current promotions include shipping a promotional Fusion razor to
males in the United States around the time of their 18th birthday, as well as
providing free razors to college campuses and national gym franchises. In Europe,
Gillette has also attempted to reach the gay and lesbian market by placing ads in
media such as the United Kingdom’s Gay Times.
Furthermore, in light of the depressed economy and decline in consumer
spending, Gillette added an additional layer to its traditional sports-themed marketing
concerning pricing strategy. At the end of 2008, Gillette launched an advertising
campaign reminding consumers of the value of Gillette’s blade technology. The new
394 C A S E 1 Gillette: Product and Marketing Innovation
Copyright 2010 Cengage Learning. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part.
Gillette Fusion television ad, featuring NASCAR star and Gillette Young Gun Carl
Edwards, focused on the performance of the Gillette Fusion through sleek shots of the
razor and the sounds of revving engines. The ad asked, ‘‘In the world of high
performance, what machine can you run for as low as $1 a week?’’ Edwards noted that,
for as low as $1 a week, Gillette Fusion blades, are ‘‘money well spent.’’ The purpose
of the campaign was to put into perspective the cost per week of the system and
downplay the concerns that Gillette’s razors and blades were too expensive in times of
economic distress.
Also in late 2008, Gillette debuted a new global brand campaign, the first in five
years, building upon the recent introduction of men’s hair styling and personal care
products. With the purpose of expanding the brand and strengthening the emotional
bond among men, Gillette introduced ‘‘The Moment’’ campaign, a modernization of
Gillette’s ‘‘The Best a Man Can Get.’’ According to P&G, Gillette ‘‘conducted extensive
global research among thousands of men, which revealed that even the most confident
guys have doubts at many moments throughout their lives. Also revealed was that men
are looking for products that give them the confidence they want and need to step up,
perform and look, feel and be their best.’’ ‘‘The Moment’’ campaign features everyday
guys, as well as the Gillette Champions (Tiger Woods, Roger Federer, and Derek
Jeter), experiencing moments of doubt faced by every guy, whether it is the moment
he steps on the doorstep before a date, just before he delivers a presentation, or the
seconds before sinking a crucial putt, and the role Gillette’s high-performance products
play in helping him gain the confidence to succeed in that moment.
Price vs. Innovation
Since 2007, Gillette has acknowledged that product quality and efficient marketing are
the core value propositions that set the pace for the success of Gillette’s product lines.
‘‘If you have a significantly and demonstrably superior product or service, it really is
quite meaningful,’’ said Benson P. Shapiro, a marketing consultant in Concord,
Massachusetts. However, ‘‘If you don’t put it into language that gives a promise of
something better, people won’t try it.’’ But, according to William J. Flynn, the business
director of blades and razors at Gillette, ‘‘If you can create an appeal that gets them to
try the product, the product will sell itself.’’
Unfortunately, despite its stellar marketing efforts, U.S. unit sales of Gillette’s
blade cartridges fell roughly 10 percent every month during the economic recession of
2008–2009. When combined with the fact that Gillette consistently raised prices to
offset higher production costs, it becomes clear that consumers have slowed their
purchases of Gillette’s razor products. This is especially evident when compared to the
sales of private-label disposable razors, which increased 19 percent over the same time
frame. ‘‘Sticker shock is happening now,’’ says Burt Flickinger III, a managing director
at consultancy Strategic Resource Group. ‘‘As we get deeper into the economic
slowdown, there will be some really pronounced growth of private-label blades.’’
P&G, however, does not expect Fusion sales to slow and in fact asserts that the
Fusion shaving system continues to gain market share, which now stands at 36 percent
of the U.S. shaving-systems market (up 4 percentage points from 2007). Instead of
Gillette’s Recent Marketing Strategies 395
Copyright 2010 Cengage Learning. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part.
private-label blades, the company blames declines in Gillette’s older shaving systems
for taking away from Fusion’s gains. ‘‘P&G says that, although sales of blades and
razors have slowed in North America and Western Europe by about 1 percentage
point, that has been offset by robust sales in emerging markets, which are growing
at double-digit rates. According to P&G, Gillette holds 71 percent of the global
shaving market.
Looking Toward the Future
To succeed in the future and effectively ‘‘win’’ the razor wars and beyond, Gillette must
find new ways to innovatively out-produce or out-market the competition. In essence,
the challenge for Gillette is to push the envelope without creating innovations that are
seen as trivial. In order to do so, they must consider several key factors.
Pricing Strategy
Approximately 1.3 billion men worldwide shave with a razor blade. Within the United
States, 94 million men ages 15 years and older remove hair in some fashion. Of these,
85 percent prefer to wet shave with a razor blade. The average American male begins
to shave between the ages of 14 and 16 and continues to shave for the majority of his
life. In addition, 100 million women in the United States, ages 13 years and older,
remove hair in some fashion. Of these women, 94 percent prefer to shave with a
razor blade.
On average, men in the United States shave 5.33 times per week, or 24 times a
month, and spend approximately $22 a month for razors, blades, and shave preparations.
The retail price of a Fusion Power razor for men and a four-pack of replacement
cartridges is $26.28—a full $4 higher than what the average man pays per month. The
retail price of a Fusion Power razor and an 8-pack of replacement cartridges is $40.98,
almost doubling what the average man spends in a month. Similarly, U.S. women shave
an average of 11 times per month and spend approximately $11 a month for razors,
blades, and shave preparations. Gillette’s Venus Vibrance razor sells for $8.29 and its
replacement cartridges cost $8.49 for a 4-pack. The total purchase price of $16.78 is
almost $6 higher than the monthly average. The price of an 8-pack of Venus Vibrance
replacement cartridges increases the total to $28.28, approximately $17 higher than the
average amount spent per month. A price comparison of various brands in the men’s
and women’s wet-shaving market is shown in Case Exhibit 1.1.
Global Target Markets
When considering possible increased global expansion, Gillette must consider the roles
that culture, religion, and Western influences play in shaving behavior. For example,
internationally, 15 percent of the world’s male population does not shave due to
discomfort from shaving; 7 percent does not shave for religious reasons; and 3 percent
396 C A S E 1 Gillette: Product and Marketing Innovation
Copyright 2010 Cengage Learning. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part.
simply does not care to shave. Being aware of these behavioral and cultural characteristics
will allow Gillette to effectively segment and target those they will be most
successful in transforming into customers. Similarly, although some women in
European countries choose not to shave for cultural reasons, others now prefer to
engage in the activity as they increasingly embrace Western lifestyles. For example,
younger generations of European women are being influenced by American movies
and television that depict women with sleek underarms and legs. By fostering adoption
of the shaving lifestyle, Gillette can effectively capitalize on this trend. In fact, if
European women embraced hair elimination at the same pace as American women,
total blade sales would increase by hundreds of millions each year.
CASE EXHIBIT 1.1 WET-SHAVING PRODUCTS AND PRICES
Brand
Initial Price
of Razor
Price of Replacement
Cartridges
Men’s Products
Gillette Mach3 $8.79 12 for $25.19
Mach3 Turbo $9.79 8 for $21.29
Fusion (includes Phenom) $9.99 4 for $14.49
8 for $27.49
Fusion Power (includes Power Phenom) $11.99 4 for $14.49
8 for $27.49
Schick Quattro $9.99 4 for $10.49
8 for $19.99
Quattro Titanium $9.99 4 for $10.99
8 for $20.99
Bic Comfort 3 4 for $4.99
Comfort 3 Advanced 4 for $6.99
Women’s Products
Gillette Venus $5.99 4 for $10.49
8 for $19.29
Venus Divine $9.79 8 for $21.29
Venus Breeze $9.99 4 for $11.99
Venus Vibrance $11.99 4 for $11.99
Venus Embrace $12.99 4 for $15.49
8 for $28.49
Schick Quattro for Women $9.99 4 for $10.99
8 for $21.39
Silk Effects $5.99 5 for $8.99
Intuition Plus Refreshing Moisture $9.99 6 for $19.99
Intuition Plus Sensitive Care $9.99 6 for $19.99
Bic Soleil Triple Blade 4 for $6.99
Soleil Twilight 4 for $6.99
Source: Drugstore.com (http://www.drugstore.com) and CVS.com (http://www.cvs.com), accessed September
24, 2009.
Looking Toward the Future 397
Copyright 2010 Cengage Learning. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part.
Technological Advances vs. Development Costs
In the past, razor manufacturers experimented with numerous technological
advancements to provide the perfect shave, including increasing the number of blades
contained in the cartridge, adding tiny electric motors for a powered shave, and
improving supplemental shaving products such as gels and lotions. In various patent
infringement suits attempting to defend its technology, Gillette lost in both the United
States and in Europe. This proves that any innovation must be unique enough to
warrant patent protection and not be categorized as a ‘‘trivial’’ enhancement. However,
to develop truly unique products, firms like Gillette must spend millions in research
and development. When Gillette introduced the Mach3 in 1998, it spent $680 million
on research and product testing. The company spent slightly less than that amount to
develop the Fusion. In both cases, Gillette more than recouped its research investment.
However, as Gillette looks to future technological innovations, the company
must be concerned about broad consumer acceptance and whether its research
investment can be recovered in a reasonable time frame.
Conclusion
In many ways, Gillette and Procter & Gamble are in an enviable position. Gillette’s
products dominate the global wet-shaving market. The company continues to grow,
although slowly, in every worldwide market. Still, many industry analysts wonder if
Gillette has reached the end of its historical innovation in wet-shaving technology.
Thus far, Schick has not responded to the Fusion with a breakthrough innovation of
its own. Given that the wet-shaving market is mature, Gillette must depend on
innovation to perpetuate its dominance (whether in product design or marketing),
as well as create an appeal that entices customers to try and purchase its products.
By aligning that appeal with what customers value, Gillette has the potential to
establish a position of long-term product maturity and market dominance. In that
position, it won’t matter how many blades a competitor puts on a razor.
Questions for Discussion
1. Evaluate product innovation at Gillette throughout its history. Has Gillette been a
victim of its own success? Has product innovation in the wet-shaving market
come to an end? Explain.
2. What do you make of the battle between Gillette and Schick? Is the battle of oneupmanship
good for either company?
3. What actions would you recommend over the next five years that would help
Gillette maintain its worldwide dominance in the shaving market? What specific
marketing program decisions would you recommend? Should Gillette be worried
about Schick? Explain.
398 C A S E 1 Gillette: Product and Marketing Innovation
Copyright 2010 Cengage Learning. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part.
Sources
The facts of this case are from Gen Abelson, ‘‘Gillette Sharpens Its Focus on Women,’’
The Boston Globe, January 4, 2009 (http://www.boston.com/business/articles/2009/01/
04/gillette_sharpens_its_focus_on_women/?page=3); Afrooz Family, ‘‘Vibrating
Gillette Razors,’’ MadPhysics.com, April 2, 2006; ‘‘Anti-RFID Campaigners Launch
Gillette,’’ Frontline Solutions (Pan-European edition), 12(7), September 2003, p. 8;
Julia Boorstin, ‘‘Can Fusion Become a Billion-Dollar Razor?’’ MSN Money, July 7,
2006 (http://articles.moneycentral.msn.com/Investing/CNBC/TVReports/
AfterHypedStartFusionHitsLull.aspx); Ellen Byron, ‘‘Gillette Sharpens Its Pitch for
Expensive Razor,’’ The Wall Street Journal, October 6, 2008 (http://online.wsj.com/
article/SB122325275682206367.html); Mercedes M. Cardona, ‘‘Gillette’s Mach3
Captures Top Prize at Edison Awards,’’ Advertising Age, March 22, 1999, p. 54;
Catherine Colbert, ‘‘Global Gillette,’’ Hoovers.com, July 6, 2006; ‘‘Shaving Stats for
Men,’’ Razor-gator.com (http://www.razor-gator.com/ShavingFacts/shaving_facts_for_
men.htm); Wes Conard, ‘‘3-blade Razor a Cut Above, Gillette says,’’ The Commercial
Appeal, April 15, 1998; ‘‘Cutting Edge: Moore’s Law for Razor Blades,’’ The Economist,
March 16, 2006, p. 8; CVS website, Consumer Products, Shaving (http://www.cvs.
com/CVSApp/catalog/shop_sub_category.jsp?itemId=cat2120&filterBy=&navCount=
20&navAction=push), accessed September 24, 2009; ‘‘Gillette Launches New Global
Marketing Campaign,’’ Gillette website, July 1, 2009 (http://www.gillette.com/
erresourcesite/pressRelease.aspx?id=75); ‘‘Gillette Reaches Agreement to Sell White
Rain Brand, St. Paul Manufacturing Center,’’ Gillette News Release, March 23, 2000;
‘‘Gillette Reaches Definitive Agreement to Sell Stationery Products Business,’’ Gillette
News Release, August 22, 2000; ‘‘Gillette Rings in New Era as World’s Leading Male
Grooming Brand,’’ Reuters, July 11, 2008 (http://www.reuters.com/article/
pressRelease/idUS119120+11-Jul-2008+BW20080711), accessed September 24, 2009;
‘‘Gillette’s Edge,’’ BusinessWeek, January 19, 1998, pp. 70–77; ‘‘Gillette Sues Schick
over Razor Launch,’’ Promo, November 20, 2003 (http://www.promomagazine.com/ar/
marketing_gillette_sues_schick/); ‘‘Gillette Unveils Newest Members of Its Gillette
Young Guns Lineup,’’ Procter & Gamble website (http://www.pginvestor.com/
phoenix.zhtml?c=104574&p=irol-newsArticle&ID=1106705&highlight=), accessed
September 24, 2009; ‘‘History of Gillette Razors,’’ The Executive Shaving Company
(http://www.executive-shaving.co.uk/gillette-history.php), accessed September 24,
2009; ‘‘How Gillette Is Honing Its Edge,’’ BusinessWeek, Sept. 28, 1992, p. 60;
Lawrence Ingrassia, ‘‘Gillette Ties New Toiletries to Hot Razor,’’ The Wall Street
Journa1, September 18, 1992, pp. B1, B6; Lawrence Ingrassia, ‘‘Keeping Sharp,’’
The Wall Street Journal, December 10, 1992, pp. A1, A6; Jeremy Kahn, ‘‘Gillette Loses
Face,’’ Fortune, November 8, 1999, pp. 147–152; W. Chan Kim and Renee Mauborgne,
Blue Ocean Strategy (Cambridge, MA: Harvard Business School Publishing, 2005);
Mark Maremont, ‘‘Gillette to Shut 14 of Its Plants, Lay Off 4,700,’’ The Wall Street
Journal, September 29, 1998, p. A3; Mark Maremount, ‘‘Gillette to Unveil Women’s
Version of Mach3 Razor,’’ The Wall Street Journal, December 2, 1999, p. B14;
Sources 399
Copyright 2010 Cengage Learning. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part.
Mark Maremount, ‘‘Gillette’s New Strategy Is to Sharpen Pitch to Women,’’ The Wall
Street Journal, May 11, 1998, p. B1; Slaven Marinovich, ‘‘A Competitive Edge in a
Cutthroat Market’’ brandchannel.com, November 21, 2005; Molly Prior, ‘‘Fighting for
the Edge in Shaving—Blade Wars: Shaving Report,’’ March 8, 2004 (http://
www.findarticles.com/p/articles/mi_m0FNP/is_5_43/ai_114404714); Seema Nayyar,
‘‘Gillette Jumps into Men’s Toiletries,’’ Brandweek, July 20, 1992, p. 6; Proctor &
Gamble website, News Releases 2007–2009 (http://www.pginvestor.com), accessed
September 24, 2009; Glenn Rifkin, ‘‘Mach3: Anatomy of Gillette’s Latest Launch,’’
(http://www.strategy-business.com/press/16635507/16651), accessed September 24,
2009; Elayne Saltzberg and Joan C. Chrisler, ‘‘Beauty Is the Beast: Psychological
Effects of the Pursuit of the Perfect Female Body,’’ in Jo Freeman (ed.), Women:
A Feminist Perspective (Mountain View, CA: Mayfield, 1995), pp. 306–315;
William Symonds, ‘‘Gillette’s Five-Blade Wonder,’’ BusinessWeek Online, September
15, 2005 (http://www.businessweek.com/bwdaily/dnflash/sep2005/nf20050915_
1654_db035.htm); ‘‘The Power of Fusion?’’ Consumer Reports (online—subscription
required for access), July 2006 (http://www.consumerreports.org); Steve Ulfelder,
‘‘Raising an RFID Ruckus,’’ Network World, September 29, 2003, p. 73; and
Michael Wilke, ‘‘L’Oreal, Gillette and SC Johnson Crowd onto Gay Shelves,’’
The Commercial Closet, March 17, 2005.

Synopsis: Gillette has long been known for innovation in both product development and
marketing strategy. In the highly competitive, but mature, razor and blade
market, Gillette holds a commanding worldwide market share. The peak of its
innovation occurred in 2006 with the introduction of the Fusion 5-bladed
razor. Today, innovation in razors and blades is thwarted by a lack of new
technology and increasing consumer reluctance to pay for the ‘‘latest and
greatest’’ in shaving technology. Gillette must decide how to put the razor wars
behind them and maintain or increase its share of the global razor market.
Themes: Product leadership, product innovation, pricing strategy, integrated
marketing communication, segmentation, sports marketing, global marketing,
SWOT analysis, strategic focus
S
ince its inception in 1901, Gillette has always prided itself on providing the best
shaving care products for men and women. In fact, the company was so visionary
that it didn’t have any serious competition until 1962, when Wilkinson Sword
introduced its stainless steel blade. Since that time, the Wilkinson Sword–Schick
Company has evolved into Gillette’s primary competitor. Through the years, Gillette has
strived to stay on the cutting edge of shaving technology in a market that thrives on
innovation. This focus has led to a game of one-upmanship with Schick as each
company introduced 3-bladed (Gillette’s Mach3), 4-bladed (Schick’s Quattro), and
5-bladed (Gillette’s Fusion) razors in rapid succession. Now, under the ownership and
guidance of Procter & Gamble, Gillette faces a saturated U.S. market that fluctuates only
when newer, more innovative products are introduced. However, many analysts believe
that Gillette and Schick have reached the end of meaningful product innovation. Given
this, Gillette faces the challenge of further expanding its already dominant market share
around the world. And in a market that thrives on innovation, Gillette must determine
how to balance the continued investment of resources in research and development,
searching for ‘‘the next big thing’’ in the global shaving market, with capturing more of
Leanne Davis, Florida State University MBA Class of 2010, prepared this case for classroom discussion rather than to
illustrate effective or ineffective handling of an administrative situation. This is a revised version of the case developed by
Don Roy, Middle Tennessee State University, and Michael D. Hartline, Florida State University.
387
Copyright 2010 Cengage Learning. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part.
their loyal consumers through product-line expansions and inspiring marketing
campaigns.
The History of Innovation at Gillette
Born in Fond du Lac, Wisconsin in 1855, King Camp Gillette learned from an early
age the importance of self-sufficiency, innovation, and invention. After his family’s
home was destroyed in the Chicago Fire of 1871, Gillette left home at 16 years of age
to become a traveling salesman. His experiences in his position led him to William
Painter, the inventor of the disposable Crown Cork bottle cap, who assured him that a
successful invention was one that was purchased over and over again by a satisfied
customer. In 1895, after several years of considering and rejecting possible inventions,
Gillette suddenly had a brilliant idea while shaving one morning. It was an entirely
new razor and blade that flashed in his mind—a razor with a safe, inexpensive, and
disposable blade. According to reports, Gillette’s idea wasn’t immediately successful,
as technical experts said it would be impossible to produce steel that was hard, thin,
and inexpensive enough for commercial development of the disposable razor blade.
However, in 1901, with the technical partnership of MIT graduate William Nickerson,
Gillette produced the original Gillette safety razor and blade, establishing the foundation
for the Gillette Safety Razor Company.
Since 1901, the Gillette Company has led the personal care and grooming
industry through manufacturing efficiency and exceptional marketing. By offering
‘‘consumers high-quality shaving products that would satisfy basic grooming needs at
a fair price,’’ Gillette effectively captured more than half of the entire razor and blades
market across the globe. In fact, in the 1920s Gillette said the following of his razor
product: ‘‘There is no other article for individual use so universally known or widely
distributed. In my travels, I have found it in the most northern town in Norway and in
the heart of the Sahara Desert.’’
Gillette’s success in this market carried the company through economic droughts
in the 1920s and 1930s, as well as allowed it to weather the storm brought on by
World War II. In 1948, Gillette set its all-time performance record with profits per
share of $6.80. Encouraged by the successful development of his razor products,
Gillette felt inclined to challenge his entrepreneurial spirit with the acquisition of two
unrelated ventures: the Toni Company, maker of do-it-yourself home permanent-wave
kits, and the Paper Mate Pen company, producer of retractable, refillable ballpoint
pens. Although seemingly profitable at first, both acquisitions proved to be unsuccessful
as sales and revenue waned due to declining demand and innovative competitors,
such as Bic’s low-priced disposable (nonrefillable) pens from France. As a
result, Gillette’s unblemished track record for success became tarnished as net profits
slumped to $1.33 per share in 1964.
Despite this fact, Gillette reigned as a visionary monopoly in the personal shaving
market until 1962, when English firm Wilkinson Sword introduced its stainless-steel
blade. Distracted by its experimental ventures with the Toni Company and Paper
Mate, Gillette neglected to foresee the impact this small company could have on its
388 C A S E 1 Gillette: Product and Marketing Innovation
Copyright 2010 Cengage Learning. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part.
core business of razors and blades and began to lose a substantial portion of market
share. Although Gillette retained 70 percent, the arrival of Wilkinson Sword’s stainless-steel
blade initiated a transition in niche markets. For the first time, Gillette
executives were unsure how to respond. Should they introduce their own stainlesssteel
blade or ignore the rival and hope that its market niche would remain small?
Fortunately for Gillette, Wilkinson Sword lacked the resources necessary to exploit
the niche markets it had penetrated and where it competed with Gillette. Eventually,
Wilkinson Sword sold much of its blade business to Gillette. Unfortunately, by this
time Gillette had already begun to feel the impact of competition as its market share
had dipped to an all-time low of 49 percent.
To revive Gillette’s market share and bounce back from unsuccessful product
ventures into do-it-yourself permanent-wave kits and refillable ballpoint pens,
Gillette’s new CEO Vincent Ziegler spearheaded an acquisition and product development
campaign. Ziegler was often described as aggressive, marketing oriented, and
ambitious for the company, believing in diversification through the acquisition of
companies in other business segments. Under Ziegler’s leadership, Gillette purchased
the following companies: Braun AG (German manufacturer of small appliances),
S.T. Dupont (French maker of luxury lighters), Eve of Roma (high-fashion perfume),
Buxton Leather goods, Welcome Wagon, Inc., Sterilon hospital razors, and Jafra
Cosmetics (home sales). Unfortunately, four of these acquisitions proved to be unprofitable
or unsuitable and were divested, and the other three yielded low profits by
Gillette’s standards. These ill ventures exposed the company to competitive pressures,
especially in the form of Bic’s disposable razors and lighters. In addition, Bic’s 19-cent
disposable stick pens particularly affected the Paper Mate line of refillable pens and
drove Paper Mate’s share of the retail ballpoint pen market from more than 50 percent
down to 13 percent. In 1975, Gillette retaliated with the introduction of its new Write
Brothers line of disposable pens and salvaged a good portion of the lost market share
with heavy price promotions.
Despite these pressures, Gillette experienced moderate successes under the
leadership of Ziegler with the introduction of Cricket disposable lighters and Soft &
Dri antiperspirant (until the industry experienced a sharp decline in sales of the spray
product due to the belief that aerosols destroy the ozone layer). Furthermore, the
introduction of the Trac II razor was deemed a ‘‘great success’’ and thus continued
Gillette’s dominance in this market. Other successful product developments came
under the leadership of Colman Mockler, Gillette’s next CEO, whose strategy was to
‘‘cut costs dramatically and pour the money saved into ad and product development
budgets.’’ Under Mockler, Gillette experienced some of its greatest successes including
memorable innovations such as the Atra razor, the Good News! disposable razor, and
the Daisy razor for women. After these product additions, Gillette held roughly
75 percent of the global market in razors and blades, including a majority of the U.S.
shaving market (razors, blades, and the leading shaving cream). By the end of 1980,
Gillette’s sales rose above $2 billion for the first time in the company’s history.
The foundation of this success was the introduction of new products for the razor
and blade market developed in Gillette’s home laboratories. As previously mentioned,
The History of Innovation at Gillette 389
Copyright 2010 Cengage Learning. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part.
Gillette’s Atra-Plus shaving system, which featured a refillable Atra cartridge with a
lubricating strip, overtook the Trac II as the number one selling razor. In addition, to
directly compete with Bic and other razor companies, Gillette updated its Good News!
line to include a disposable razor with a lubricating strip. Furthermore, in the personal
care segment, Gillette made several introductions, including Aapri facial care products,
Dry Idea deodorant, Bare Elegance body lotion, Mink Difference hair spray,
White Rain hair care products, and Silkience shampoo and moisturizers. These
additions had mixed results and left Gillette still searching for the keys to success in
this business segment. In the writing instruments segment, Gillette achieved moderate
success with the development of Eraser Mate erasable, disposable pens. Also, the
steady sales of Paper Mate pens and Liquid Paper correction fluids helped to maintain
company performance.
The Razor Wars Begin
By 1990, Gillette found itself in the interesting position of cannibalizing its own
successful products with the launch of the Sensor razor. The Sensor soared in sales
globally and quickly dominated the market, only to be succeeded by the Sensor Excel
in 1993. This was not the first competing product produced by Gillette; however, it
represented the first product that was able to effectively shift consumer demand and
sales away from the Atra and Trac II—Gillette’s leading products. A similar effect
occurred in the women’s razor market with the development of the Sensor for Women
in 1992 and the Sensor Excel for Women in 1996. As to be expected, the continued
success of the Sensor family of shaving systems led to the gradual decline of the Atra
and Trac II twin-blade shaving systems. However, despite this decline, the Atra and
Trac II razors continued to hold decent market share positions worldwide. In addition,
holding steady since 1976, Gillette’s Good News! brand maintained its position as the
best-selling disposable razor in its product category worldwide.
Gillette’s internal competition heated up with the introduction of the Mach3 razor
in 1998. Touting three thin blades designed to provide a closer shave with fewer
strokes and less irritation, the Mach3 became Gillette’s most successful new product
ever as sales rose to $1 billion in the first 18 months. Recognized for its innovative
design (blades on tiny springs), the Mach3 was named winner of the American Marketing
Association’s Grand Edison Award for the best new product of 1998. Similar to
the marketing strategy employed for the Sensor and Sensor Excel products, Gillette
sequentially produced the Mach3 Turbo for men and the Venus system for women in
an attempt to further expand the reach of Mach3 technology and market share.
In 2003, the razor wars got ugly as Gillette faced a new, more threatening competitor:
Schick and the Quattro—the world’s first four-bladed razor. Before Schick
introduced the Quattro to the market, Gillette sued Energizer holdings and its Schick
division, arguing that the Quattro illegally used the same ‘‘progressive geometry’’
technology as the Mach3. However, despite the lawsuit, Schick was allowed to launch
the Quattro. To combat the suit, Schick countersued Gillette, claiming that Gillette’s
advertisements stating ‘‘the world’s best shave’’ and ‘‘the best a man can get’’ were
390 C A S E 1 Gillette: Product and Marketing Innovation
Copyright 2010 Cengage Learning. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part.
misleading. While Gillette and Schick engaged in a legal ping-pong match, consumer
preferences and purchases were changing. In addition to Schick’s Quattro for men, its
Intuition for women began to encroach upon Gillette’s hold of the women’s shaving
market. Schick’s total share of the U.S. market had risen 2.9 percent to 17 percent,
while Gillette’s total share of the razor and blades market had fallen 4.3 percent to
63 percent.
To fight back, Gillette aggressively established a twofold plan of attack for
recapturing market share. This strategy included converting consumers to higherpriced
razors and blades, such as the Sensor, Sensor Excel, and Mach3 lines, from the
single- and twin-blade razors, and geographically expanding into the areas of Romania
and the former Yugoslavia, the Soviet Union, and the Czech Republic. At the forefront
of Gillette’s strategy sat its secret weapon: the Fusion—the world’s first 5 (+1) blade
razor, introduced in 2006. Using a unique five-blade design with a single blade on the
back of the cartridge for use in trimming mustaches and sideburns, the Fusion
exploded off the shelves and sold more than 4 billion razors within the first two
months. Furthermore, the Fusion razor represented the first product introduction
since Proctor & Gamble finalized its purchase of The Gillette Company and its
subsidiaries, including Braun, Duracell, and Oral-B.
Although the Fusion represented a victory for Gillette and P&G, the hype
surrounding its initial success was quickly fleeting. Other than being more expensive
than the Mach3 (each cartridge costing 75 cents to $1 more than the Mach3 cartridge),
critics questioned why five blades were needed to get the best shave when Gillette had
touted its three-bladed Mach3 as ‘‘the best a man can get’’ since the late 1990s. In
addition, Consumer Reports concluded that there were no additional performance
benefits provided by the five-bladed Fusion, especially when compared to the Mach3.
However, what was the most concerning for Gillette was the fact that sales reports
indicated that the razors were outselling the cartridge refills. This translated to a
consumer perception akin to a ‘‘novelty’’ product with a lack of staying power and
product loyalty. Further, from a financial standpoint, Gillette feared not reaching the
sales potential for the product combination, because it is well-known that razor
manufacturers earn most of their profits from refills, not the initial razor purchase.
Despite these concerns, the Fusion line continues to be a successful revenue generator
for Gillette and its top-selling razor to date.
Gillette’s Recent Marketing Strategies
Rather than continue the razor wars by producing a six- or seven-blade razor, Gillette
focused on releasing complementary products, enhancing its existing product lines
and expanding its intensely successful marketing strategy. To complement its already
successful razor and blades division, Gillette sought to expand its product portfolio
inside the shower doors to create the full ‘‘shower experience.’’ For example, the
launch of Gillette Hair Care and Body Wash for men, as well as its Clinical Strength
deodorant, represented the most significant Gillette brand extensions outside of the
razor and blades division, and aimed to reinforce the brand’s standing as the world’s
Gillette’s Recent Marketing Strategies 391
Copyright 2010 Cengage Learning. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part.
leading male-grooming authority. ‘‘We’ve earned the trust of the more than 600 million
men who start their day with a Gillette razor,’’ said Chip Bergh, group president,
Global Personal Care, Procter & Gamble. ‘‘By offering superior deodorant, body
washes, and shampoos, we are able to reward that trust by giving guys what they want
and need in other areas of their grooming routines.’’
Because Gillette is in the maturity stage of its product life cycle, focusing on these
complementary products allows the company to increase its share of customer.
Defined, share of customer refers to the percentage of each customer’s needs in a
particular area met by the firm and is exploited when a company with brand loyalty
effectively capitalizes on that preference to market other products. Gillette’s ability to
increase its share of customer is greatly enhanced due to the resources available at
Proctor & Gamble. According to Clayton C. Daley, Jr., vice chairman and chief financial
officer of P&G, ‘‘One of the objectives of the Gillette integration has been to
leverage the strengths and technologies of both companies to develop new products.
We’re generating revenue synergies by combining our superior science and malegrooming
expertise to introduce these adjacent Gillette-branded products.’’
In addition to complementary products, Gillette’s primary focus has been on the
extension of its core business and the marketing programs that support it. Going
beyond simple brand advertising, many of the initiatives and activities introduced by
Gillette created a synergy between product development and marketing strategy. For
example, building off the success of the Fusion and Fusion Power razor and blades,
Gillette released the Fusion Power Phantom (Stealth in the United Kingdom) in
February 2007. The Phantom razor featured a redesigned handle and a darker color
scheme than the original Fusion Power. In addition, in February 2008, Gillette
released another revision, the Fusion Power Phenom, redesigned with a metallic blue
and silver satin chrome handles color scheme. Most recently, Gillette launched the
gaming-inspired Fusion Power Gamer razor at the EA SPORTS Champions of Gaming
Tournament in early 2009.
Sports Marketing Activities
Gillette’s lethal combination of marketing and product development stemmed from
the fact that when it came to blades and razors, Gillette was not content with merely
having an innovative product. The company virtually turned its marketing into a
quantitative science, pouring time and resources into marketing plans that were
almost military in their precision and implementation. Gillette’s stellar marketing
strategies date back to the Sensor and Senor Excel products and can be attributed, in
large part, to the success of its current market position and yearly sales volume.
Focused heavily on male-dominated sports marketing activities, Gillette’s marketing
atlas included the following elements:
On a grand scale, the company’s most visible promotion was and still is Gillette
Stadium – home to the NFL’s New England Patriots and soccer’s New England
Revolution. The facility, which seats nearly 70,000 fans, hosted the 2002 MLS Cup,
2003 AFC Championship game, and four games of the 2003 FIFA Women’s World
392 C A S E 1 Gillette: Product and Marketing Innovation
Copyright 2010 Cengage Learning. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part.
Cup. By sponsoring these types of athletic activities, Gillette is able to reach a
worldwide audience, as soccer is tremendously popular in Latin America and
European countries. It is particularly important to note that 60 percent of Gillette’s
sales are generated outside the United States, so worldwide appeal is critical in its
marketing strategies. Case in point: The company’s image and reputation more
than doubled in popularity after it signed soccer superstar Davi