Consumer Behavior, Eighth Edition SCHIFFMAN & KANUK

Chapter 1
Introduction: The Impact of the Digital Revolution on Consumer Behavior
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Opening Vignette

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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

Access to Increased customer patterns consumer power and preferences Access to Evolution to other information -Web connection More products and PDAs services HDTV Interactive and instant exchanges Mobile phones
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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.

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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
Product Concept Selling 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, McDonalds

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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 Retention

Customer Satisfaction
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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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External Influence

Input

Firms Marketing Efforts 1. Product 2. Promotion 3. Price 4. Channels of distribution

Sociocultural Environment 1. Family 2. Informal sources 3. Other noncommercial sources 4. Social class 5. Subculture and culture

Need Recognition Process Prepurchase Search Evaluation of Alternatives

Psychological Field 1. Motivation 2. Perception 3. Learning 4. Personality 5. Attitudes Experience

Output

Purchase 1. Trial 2. Repeat purchase Postpurchase Evaluation

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Figure 1-1: A Model of Consumer Decision Making