The 7Ps of marketing - Product, Price, Place, Promotion, People, Process, and Physical Evidence - represent a holistic framework for managing both tangible products and service-based offerings. While the original 4Ps focused on transactional marketing, the expanded version adds layers essential for delivering high-quality service and customer satisfaction.
Physical evidence includes everything from packaging to digital environments that signal quality and credibility. Processes refer to the systems and workflows that shape how a product or service is delivered. People encompass all customer-facing staff and their role in delivering on the brand promise.
Customer Experience: The Marketing Mix Integration PointCustomer experience (CX) is the sum of all interactions a customer has with a company’s brand - before, during, and after a purchase. It acts as the integration point for all marketing mix elements, ensuring they work together seamlessly to deliver value.
In the 7Ps model, CX provides a customer-centric lens to evaluate the effectiveness of each element:
- Product: Does it solve the customer’s problem?
- Price: Is the value communicated and justified?
- Place: Are products accessible in the right locations or platforms?
- Promotion: Are expectations set honestly?
- People: Are interactions helpful, consistent, and on-brand?
- Process: Is the experience frictionless?
- Physical Evidence: Do brand signals build trust?
Journey Mapping FrameworkMap key touchpoints across the customer journey - from discovery to post-purchase - and align each to a P. For example:
Touchpoint | Related Ps |
Product discovery | Promotion, Place |
Price comparison | Price, Marketing Communications |
Checkout experience | Process, People |
Packaging/unboxing | Product, Physical Evidence |
Customer service | People, Process |
Omnichannel and Multichannel AlignmentIn a multichannel strategy, marketing messages appear across platforms like email, social media, and in-store. But unless these are unified, CX suffers. Omnichannel marketing takes it further - synchronizing all 7Ps to provide a consistent experience, whether a customer shops online, via mobile, or in-store.
Example: A shopper sees a sale ad on Instagram, clicks through to a website with matching pricing and branding, speaks to a helpful live chat agent (People), and later visits a store where signage and product displays (Physical Evidence) mirror the online experience.
Measuring CX in the 7PsTo evaluate how well your marketing mix supports CX, track:
- NPS (Net Promoter Score)
- Customer satisfaction (CSAT)
- Conversion rates at key journey points
- Consistency scores across touchpoints
Ultimately, integrating CX into your marketing mix ensures that your brand is not only heard—but also felt, trusted, and remembered.