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Consumer Behavior, Ninth Edition Schiffman & Kanuk Copyright 2007 by Prentice Hall Chapter 1 Consumer Behavior: Its Origins and Strategic Applications.

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Presentation on theme: "Consumer Behavior, Ninth Edition Schiffman & Kanuk Copyright 2007 by Prentice Hall Chapter 1 Consumer Behavior: Its Origins and Strategic Applications."— Presentation transcript:

1 Consumer Behavior, Ninth Edition Schiffman & Kanuk Copyright 2007 by Prentice Hall Chapter 1 Consumer Behavior: Its Origins and Strategic Applications

2 1 - 2 Copyright 2007 by Prentice Hall Consumer Behavior The behavior that consumers display in searching for, purchasing, using, evaluating, and disposing of products and services that they expect will satisfy their needs.

3 1 - 3 Copyright 2007 by Prentice Hall Customers Search for Products weblink

4 1 - 4 Copyright 2007 by Prentice Hall Personal Consumer The individual who buys goods and services for his or her own use, for household use, for the use of a family member, or for a friend.

5 1 - 5 Copyright 2007 by Prentice Hall Organizational Consumer A business, government agency, or other institution (profit or nonprofit) that buys the goods, services, and/or equipment necessary for the organization to function.

6 1 - 6 Copyright 2007 by Prentice Hall Government Buying weblink

7 1 - 7 Copyright 2007 by Prentice Hall Development of the Marketing Concept Production Concept Selling Concept Product Concept Marketing Concept

8 1 - 8 Copyright 2007 by Prentice Hall The Production Concept Assumes that consumers are interested primarily in product availability at low prices Marketing objectives: –Cheap, efficient production –Intensive distribution –Market expansion

9 1 - 9 Copyright 2007 by Prentice Hall The Product Concept Assumes that consumers will buy the product that offers them the highest quality, the best performance, and the most features Marketing objectives: –Quality improvement –Addition of features Tendency toward Marketing Myopia

10 Copyright 2007 by Prentice Hall The Selling Concept Assumes that consumers are unlikely to buy a product unless they are aggressively persuaded to do so Marketing objectives: –Sell, sell, sell Lack of concern for customer needs and satisfaction

11 Copyright 2007 by Prentice Hall The Marketing Concept Assumes that to be successful, a company must determine the needs and wants of specific target markets and deliver the desired satisfactions better than the competition Marketing objectives: –Make what you can sell –Focus on buyer’s needs

12 Copyright 2007 by Prentice Hall The Marketing Concept Consumer Research Segmentation Targeting Positioning The process and tools used to study consumer behavior Two perspectives: –Positivist approach –Interpretivist approach Implementing the Marketing Concept

13 Copyright 2007 by Prentice Hall weblink

14 Copyright 2007 by Prentice Hall The Marketing Concept Consumer Research Segmentation Targeting Positioning Process of dividing the market into subsets of consumers with common needs or characteristics Implementing the Marketing Concept

15 Segmentation Used by Sports Illustrated

16 Copyright 2007 by Prentice Hall The Marketing Concept Consumer Research Segmentation Targeting Positioning The selection of one or more of the segments to pursue Implementing the Marketing Concept

17 Copyright 2007 by Prentice Hall The Marketing Concept Consumer Research Segmentation Targeting Positioning Developing a distinct image for the product in the mind of the consumer Successful positioning includes: –Communicating the benefits of the product –Communicating a unique selling proposition Implementing the Marketing Concept

18 This product is positioned as a solution to facial redness.

19 Copyright 2007 by Prentice Hall The Marketing Mix Product Price Place Promotion

20 SUCCESSFUL RELATIONSHIPS  Today’s marketer views any exchange with a customer as apart of a customer relationship, not as a transaction. The three drivers of successful relationship between customer and the marketer are customer value, high level of customer satisfaction and building a structure that ensure customer retention. Copyright 2007 by Prentice Hall Customer Value Customer Satisfaction Customer Retention

21 Copyright 2007 by Prentice Hall Successful Relationships Customer Value Customer Satisfaction Customer Retention Defined as the ratio between the customer’s perceived benefits and the resources used to obtain those benefits Perceived value can be economic, functional and psychological. Resources can be monetary, time, effort, psychological Value, Satisfaction, and Retention

22 Copyright 2007 by Prentice Hall Discussion Question How does McDonald’s create value for the consumer? -Quality, service, cleanliness

23 Copyright 2007 by Prentice Hall Successful Relationships Customer Value Customer Satisfaction Customer Retention The individual's perception of the performance of the product or service in relation to his or her expectations. Customers identified based on loyalty include loyalists, apostles, defectors, terrorists, hostages, and mercenaries Value, Satisfaction, and Retention

24 Loyalist: who keep purchasing Apostles: whose experience exceed the expectation & provide positive WOM Defectors: who feel neutral or merely satisfied and just like to stop doing business Terrorist: who had negative experience & spread negative WOM Hostages: who stay with product just because of monopoly Mercenaries: who are satisfied but easily shift to another product for short term benefit –“Co should strive to create apostles, raise the satisfaction of defectors and turn them into loyalist, avoid having terrorist/ hostages and reduce the no of mercenaries.” Copyright 2007 by Prentice Hall

25 Copyright 2007 by Prentice Hall Successful Relationships Customer Value Customer Satisfaction Customer Retention The objective of providing value is to retain highly satisfied customers. Loyal customers are key –They buy more products –They are less price sensitive –They pay less attention to competitors’ advertising –Servicing them is cheaper –They spread positive word of mouth Value, Satisfaction, and Retention

26 Copyright 2007 by Prentice Hall Traditional Marketing Concept Vs. Value and Retention Focused Marketing Table 1-2 Traditional Marketing Concept Value and Retention Focused Marketing Make only what you can sell instead of trying to sell what you make Use technology that enables customers to customize what you make Do not focus on the product; focus on the need that it satisfies Focus on the product’s perceived value, as well as the need that it satisfies Market products and services that match customers’ needs better than competitors’ offerings Utilize an understanding of customer needs to develop offerings that customers perceive as more valuable than competitors’ offerings

27 Copyright 2007 by Prentice Hall Impact of Digital Technologies Consumers have more power and access to information Marketers can gather more information about consumers The exchange between marketer and customers is interactive and instantaneous and goes beyond the PC. Marketers must offer more products and services

28 Copyright 2007 by Prentice Hall Societal Marketing Concept Marketers adhere to principles of social responsibility in the marketing of their goods and services; that is, they must endeavor to satisfy the needs and wants of their target markets in ways that preserve and enhance the well- being of consumers and society as a whole.

29 Copyright 2007 by Prentice Hall A Simplified Model of Consumer Decision Making – Figure 1-1


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