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Chapter 1
Introduction: The Impact of the Digital Revolution on
Consumer Behavior
Consumer Behavior,Consumer Behavior,Eighth EditionEighth Edition
SCHIFFMAN & KANUK
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OpeningVignette
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Objectives of One-to-One Marketing
• To attain customers
• Sell them more products
• Make a profit
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Digital Revolution in the Marketplace
• Allows customization of products, services, and promotional messages like never before
• Enhances relationships with customers more effectively and efficiently
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Changes in the Business Environment
• Increased consumer power
• Access to information
• More products and services
• Interactive and instant exchanges
• Access to customer patterns and preferences
• Evolution to other -Web connection– PDAs– HDTV– Mobile phones
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The behavior that consumers display in searching for, purchasing, using, evaluating, and disposing of products and services that they expect will satisfy their needs.
Consumer Behavior
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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.
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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.
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Development of the Marketing Concept
Production Concept
Selling Concept
Product Concept
Marketing Concept
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The Production Concept
• Assumes that consumers are interested primarily in product availability at low prices
• Marketing objectives:– Cheap, efficient production– Intensive distribution– Market expansion
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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
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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
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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:
– Profits through customer satisfaction
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Business Leaders Who Understood Consumer Behavior
• Alfred Sloan, General Motors
• Colonel Sanders, KFC
• Ray Kroc, McDonald’s
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The Marketing Concept
A consumer-oriented philosophy that suggests that satisfaction of consumer needs provides the focus for product development and marketing strategy to enable the firm to meet its own organizational goals.
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Implementing the Marketing Concept
• Consumer Research
• Segmentation
• Targeting
• Positioning
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Consumer Research
• The process and tools used to study consumer behavior.
• Two perspectives:– Positivist approach– Interpretivist approach
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Segmentation, Targeting, and Positioning
• Segmentation: process of dividing the market into subsets of consumers with common needs or characteristics
• Targeting: selecting one ore more of the segments to pursue
• Positioning: developing a distinct image for the product in the mind of the consumer
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Successful Positioning
• Communicating the benefits of the product, rather than its features
• Communicating a Unique Selling Proposition for the product
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The Marketing Mix
• Product
• Price
• Place
• Promotion
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Successful Relationships
Customer Value
Customer Satisfaction
Customer Retention
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Types of Customers
• Loyalists
• Apostles
• Defectors
• Terrorists
• Hostages
• Mercenaries
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Customer Profitability-Focused Marketing
Tier 1: Platinum
Tier 2: Gold
Tier 3: Iron
Tier 4: Lead
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Societal Marketing Concept
A revision of the traditional marketing concept that suggests that 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.
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The Societal Marketing Concept
• All companies prosper when society prospers.
• Companies, as well as individuals, would be better off if social responsibility was an integral component of every marketing decision.
• Requires all marketers adhere to principles of social responsibility.
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Firm’s Marketing Efforts1. Product2. Promotion3. Price4. Channels of distribution
Sociocultural Environment1. Family2. Informal sources3. Other noncommercial
sources4. Social class5. Subculture and culture
Output
Process
Input
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Postpurchase Evaluation
Purchase1. Trial2. Repeat purchase
Need Recognition
Prepurchase Search
Evaluation of Alternatives
Psychological Field1. Motivation2. Perception3. Learning4. Personality5. Attitudes
Experience
Figure 1-1: A Model of Consumer Decision Making