Download Chapter 3 Market Segmentation

Chapter 1
Consumer Behavior:
Its Origins and
Strategic Applications
Consumer Behavior,
Ninth Edition
Schiffman & Kanuk
Copyright 2007 by Prentice Hall
Chapter Outline
•
•
•
•
•
•
Overview of Consumer Behavior
The Marketing Concept
The Marketing Mix and Relationships
Digital Technologies
Societal Marketing Concept
A Simplified Model of Consumer
Decision Making
Copyright 2007 by Prentice Hall
1-2
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.
Copyright 2007 by Prentice Hall
1-3
Customers Search for Products
weblink
Copyright 2007 by Prentice Hall
1-4
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.
Copyright 2007 by Prentice Hall
1-5
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.
Copyright 2007 by Prentice Hall
1-6
Government Buying
weblink
Copyright 2007 by Prentice Hall
1-7
Development of the Marketing
Concept
Production
Concept
Product Concept
Selling Concept
Marketing
Concept
Copyright 2007 by Prentice Hall
1-8
The Production Concept
• Assumes that consumers are
interested primarily in product
availability at low prices
• Marketing objectives:
– Cheap, efficient production
– Intensive distribution
– Market expansion
Copyright 2007 by Prentice Hall
1-9
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
Copyright 2007 by Prentice Hall
1 - 10
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
Copyright 2007 by Prentice Hall
1 - 11
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
Copyright 2007 by Prentice Hall
1 - 12
Discussion Question
• What two companies do you believe
grasp and use the marketing concept?
• Why do you believe this?
Copyright 2007 by Prentice Hall
1 - 13
The Marketing Concept
Implementing the
Marketing Concept
• Consumer
Research
• Segmentation
• Targeting
• Positioning
Copyright 2007 by Prentice Hall
• The process and
tools used to study
consumer behavior
• Two perspectives:
– Positivist approach
– Interpretivist
approach
1 - 14
weblink
Copyright 2007 by Prentice Hall
1 - 15
The Marketing Concept
Implementing the
Marketing Concept
• Consumer
Research
• Segmentation
• Targeting
• Positioning
Copyright 2007 by Prentice Hall
• Process of dividing
the market into
subsets of
consumers with
common needs or
characteristics
1 - 16
Segmentation Used
by Sports Illustrated
Discussion Question
• What products that you regularly
purchase are highly segmented?
• What are the different segments?
• Why is segmentation useful to the
marketer for these products?
Copyright 2007 by Prentice Hall
1 - 18
The Marketing Concept
Implementing the
Marketing Concept
• Consumer
Research
• Segmentation
• Targeting
• Positioning
Copyright 2007 by Prentice Hall
The selection of one
or more of the
segments to pursue
1 - 19
The Marketing Concept
Implementing the
Marketing Concept
• Consumer
Research
• Segmentation
• Targeting
• Positioning
Copyright 2007 by Prentice Hall
• 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
1 - 20
This product is
positioned as
a solution to
facial redness.
The Marketing Mix
•
•
•
•
Product
Price
Place
Promotion
Copyright 2007 by Prentice Hall
1 - 22
Successful Relationships
Copyright 2007 by Prentice Hall
1 - 23
Successful Relationships
Value, Satisfaction,
and Retention
• Customer
Value
• Customer
Satisfaction
• Customer
Retention
Copyright 2007 by Prentice Hall
• Defined as the ratio between
the customer’s perceived
benefits and the resources
used to obtain those
benefits
• Perceived value is relative
and subjective
• Developing a value
proposition is critical
1 - 24
Discussion Question
• How does McDonald’s create value for
the consumer?
• How do they communicate this value?
Copyright 2007 by Prentice Hall
1 - 25
Successful Relationships
Value, Satisfaction,
and Retention
• Customer
Value
• Customer
Satisfaction
• Customer
Retention
Copyright 2007 by Prentice Hall
• 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
1 - 26
Successful Relationships
Value, Satisfaction,
and Retention
• Customer
Value
• Customer
Satisfaction
• Customer
Retention
Copyright 2007 by Prentice Hall
• 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
1 - 27
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
Copyright 2007 by Prentice Hall
1 - 28
Customer Profitability-Focused
Marketing
Tier 1: Platinum
Tier 2: Gold
Tier 3: Iron
Tier 4: Lead
Copyright 2007 by Prentice Hall
1 - 29
Traditional Marketing Concept Vs. Value
and Retention Focused Marketing
Table 1-2
Traditional Marketing
Concept
Make only what you can sell instead
of trying to sell what you make
Value and Retention
Focused Marketing
Use technology that enables
customers to customize what
you make
Do not focus on the product; focus on Focus on the product’s
the need that it satisfies
perceived value, as well as the
need that it satisfies
Market products and services that
match customers’ needs better than
competitors’ offerings
Copyright 2007 by Prentice Hall
Utilize an understanding of
customer needs to develop
offerings that customers
perceive as more valuable than
competitors’ offerings
1 - 30
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
Copyright 2007 by Prentice Hall
1 - 31
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 wellbeing of consumers and society as a
whole.
Copyright 2007 by Prentice Hall
1 - 32
Consumer Behavior Is
Interdisciplinary
•
•
•
•
•
Psychology
Sociology
Social psychology
Anthropology
Economics
Copyright 2007 by Prentice Hall
1 - 33
A Simplified Model of Consumer Decision Making –
Figure 1-1
Copyright 2007 by Prentice Hall
1 - 34