chapter 1 consumer behavior: its origins & strategic applications
Post on 18-Aug-2015
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Consumer Behavior,Ninth Edition
Schiffman & Kanuk
Session 2
Consumer Behavior
Prepared By Prof. Nishant Agrawal
Session Outline
• Customer Value , Satisfaction, Trust & Retention
• The Impact of New Technology on Marketing
• A Simplified Model of Consumer Decision Making
Successful Relationships
Customer Value
Customer Satisfaction
Customer Retention
Successful Relationships
• Customer
Value
• Customer
Satisfaction
• Customer
Retention
• Defined as the ratio between the
customer’s perceived benefits (economic
& functional) & the resources (time,
effort) used to obtain those benefits
• Perceived value is relative & subjective
• Developing a value proposition is critical.
Ex. Hotel
Value, Satisfaction, and Retention
Discussion Question
• How does McDonald’s create value for the
consumer? Ex. Dell , Apple
• How do they communicate this value?
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.
• Customer whose experience fall down
below expectation will be dissatisfied.
Vice versa
( Ex. Cold fries served at McD )
Value, Satisfaction, and Retention
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
Customer Profitability-Focused Marketing
• Tracks costs and revenues of individual consumers
• Categorizes them into tiers based on consumption
behavior
• A customer pyramid groups customers into four tiers
Customer Profitability-Focused Marketing
Tier 1: Platinum
Tier 2: Gold
Tier 3: Iron
Tier 4: Lead
Customer Pyramid
Platinum •Customers who are not price sensitive •Who are willing to try new offering
Gold •Customers who are more price sensitive•Ask for discount, likely to buy from several providers
Iron •Customer who do not merit special treatment
Lead• Customer who cost the company
because they claim more attention & Spread negative word of mouth
Traditional Marketing Concept Vs. Value and Retention Focused Marketing
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
Impact of Digital / New Technologies
• Consumers have more power than ever before
• 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
A Simplified Model of Consumer Decision Making – Figure 1-1
Overview of Chapter 1
• Overview of Consumer Behavior
• The Marketing Concept
• The Marketing Mix and Relationships
• Customer Value , Satisfaction, Trust & Retention
• The Impact of New Technology on Marketing
• A Simplified Model of Consumer Decision Making
Thank you
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