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To consider
influences on consumer buying processes problem-solving: pleasure seeking (irrational) vs. rational views of buying how we construe our buying/spending: perceptions, attitudes & motivations
categories of influence:
Insights from learning theory B2C and B2B organisational buying behaviours marketing strategy & communications design implications
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Obviously
Individual customers & organisational customers buy goods & services They are stimulated & prompted to buy
Marketers
are interested in their decision behaviour try to stimulate & influence this behaviour to get better responses from the customer
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to segment, target & construct our marketing mix & promotions well, we must understand consumers & their behaviour we can study actual purchases then find ways to encourage them to consider buying & then buy !!! buying may involve
Who is important in the buying decision? What do they buy & how much ? When do they buy & where ? How do they buy? What choice criteria do they use? How do they respond to the efforts we use?
Actors and roles the same person can play multiple roles consumers opinion formers marketers public policy actors
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Buyer responses
Choices of product brand dealer timing price Buy more, less, stay loyal etc
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internal search (memory) external search (personal sources, commercial sources third party reports (e.g. Which) personal observation/testing
Evoked set
Learning based upon the consequences of behaviour the chance of a specific behaviour goes or thru +ve or -ve reinforcement each time the behaviour happens we associate the pleasure or displeasure of the reinforcement with the behaviour
Consequences of responding that increase behaviour are reinforcers Marketers want to know the reinforcers
a behaviour (response) a favourable stimulus (commonly pleasant) increasing the frequency of the behaviour
a behaviour (response) lessening of an aversive stimulus (commonly unpleasant) increasing that behaviours frequency
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Negative reinforcement
Positive punishment ("P. by contingent stimulation") a behaviour (response) an aversive stimulus a decrease in the behaviour. Negative punishment ("P. by contingent withdrawal") a behaviour (response) removal of a favourable stimulus e.g. taking away a naughty child's toy, resulting in less of that behaviour
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each role can be acted by parent, children or other members of the buying centre.
Each actor may display multiple roles when buying a toy purchase a house a washing machine an armoured vehicle a sound system computer software Influencing Strategies
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Personal
Social
Psychological
Personal influences
Perception
only note some things (selective) i.e. what grabs attention + distortion & retention associate & categorise information into meaningful wholes interpret/make inferences
good news or bad news first ? accentuate the positives, eliminate the negatives
Our attitudes
relatively consistent evaluations, feelings, tendencies towards something
Three components
cognitive (belief), affective (feeling), conative (behavioural)
Learning
Colour, sound, texture, smell. Interpreting smells, noises, signals Monitoring sounds, vibrations, data, information Frames of reference what is your vantage point associating, abstracting, formulating, calculating, inferring understanding processes in the abstract deriving ideas & predicting from associated, comparative information depends on knowledge and know-how (range & level) dealing with symbolic information + its associations need for achievement, power, affiliation sensitivity & empathy, identification & association, objective-subjective, attitudes & values Storage, access, processing & transmission capacity, security, privacy
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Conceptual
Physical
Culture a socially constructed complex of values, ideas, attitudes, institutions, meanings & symbols that shape and are shaped by behaviour & maybe passed on thru generations Social Class relatively permanent divisions in a society into which individuals or families may be categorized based on perceived status & prestige. Sub- or Micro-culture a sub-group with its own distinguishing modes of behaviour. Role Behaviours, rights, duties expected of an individual in a group by other members
Opinion formers
Trendsetters
The Media
TV, newspapers, magazines, Internet communication commentators the media need "stories" "seeding" the media. Pay media producers for product placement in "publication channels" From a Fashion house to Primark Advertising, promotions & incentives Word-of-mouth - viral
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sincerity
down to earth, honest, wholesome, cheerful daring, spirited, imaginative, up-todate reliable, intelligent, successful higher class, charming outdoors, tough
excitement
competence
sophistication
ruggedness
Components of Attitude
A persons enduring favourable or unfavourable evaluation of some object or idea
Cognitive (knowledge & beliefs about a subject/object) Affective (overall feelings or emotive reactions)
Choice criteria
Technical
attributes & variables a reliability durability consumer uses when performance evaluating products & style/looks services comfort different members of delivery convenience buying centre obviously taste may use different criteria Economic e.g. a teenager or a WAG price, VfM (self-image), a parent (for running costs residual the baby), an OAP (price value or risk reduction)
life cycle costs
Social status social belonging fashion Personal self-image risk reduction morals emotion
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Routinised (habitual) repeat buys. Advertising may influence a change also promotions (2 for 1), branding to keep product in customers mind Limited problem solving (LPS) buyer has some experience, may check prices etc. Buyers can advertise to stimulate & compare or reduce risk of brand switching Extended problem solving (EPS)
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Extended problem-solving
Research all choice alternatives + examine solutions alternatives are differentiated & numerous high deliberation & involvement time personally relevant (risks) high potential for cognitive dissonance
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Cigarette advertising
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Cognitive dissonance
(after Festinger)
discomfort when facing logical inconsistencies in our thinking (cognitions) e.g. a belief in animal rights may be seen as inconsistent with eating meat or wearing fur. We may feel anxiety assoc. with bad decisions: guilt, shame, anger, embarrassment, stress or other. This can lead to rationalisation: justifications to support our choices or change in attitudes, beliefs & behaviours. When ideas are consistent harmony or consonance. If cognitions are unrelated, they are "irrelevant" not dissonant.
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Aesop's "The Fox and the Grapes" A fox sees some tasty, grapes high on the vine but can't think how to reach them. He concludes that the grapes are probably not worth eating anyway (not yet ripe, too sour). Nb. dissonance in the desire for something unattainable & so the fox irrationally decides that the "thing" must be flawed (Sour Grapes).
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Smoking
we know that cigarettes cause lung cancer we want to live a long and healthy life we can
quit smoking & reduce the tension between the contradictory ideas or deny conclusions about lung cancer or justify our smoking
Only a few smokers become ill". "It only happens to very heavy smokers. "If smoking does not kill me, something else will." "I am a smart, reasonable person who makes good decisions." Easier to make excuses than to change behaviour. Humans are rationalizing and not always rational.
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Social classes
Upper Uppers Lower Uppers Upper Middles Middle Class Working Class Upper Lowers Lower Lowers
Chavs slang (UK) for a subcultural stereotype Aspirants who want to be in a "class" above their actual class. spend on fashion for upward social mobility. fixated on fashion 'designer' clothing, handbags, gold jewelery e.g. Burberry, trying to adopt lifestyle of admired, referent class but not seen as successful. considered to be in poor taste, ignorant, labelled as "trying too hard, not worthy enough".
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Forrester Technographics customer segments by motivation, desire & ability to invest in technology
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Start here Explain the customer behaviour appeals being used by each of the following
a selected product group within e.g. Gillette a company within the earth-moving equipment industry e.g. JCB, Caterpillar, Komatsu etc A group within the hotel sector including: Hilton, Accor, Travelodge, Townhouse HMV
What common or different customer behaviour appeals are being used by http://www.wickes.co.uk/ http://www.screwfix.com http://www.diy.com/ 31 http://www.homebase.co.uk
fitting rooms return of goods policies e.g. B&Q, Next on-line 2-for-1, 20% bigger interest free for
"Never knowingly undersold" - John Lewis Partnership free delivery over 15 (Amazon) main dealer trade in values, old car-new car easy financing terms free insurance mobile phone automatic new model + cheaper contract + extras home deliveries e.g. Tesco 15 (21 days in advance), 26 (7 days), 55 with on-line booking Travelodge 4x Tesco Club Card points value for Cafe Rouge vouchers (8 = 32)
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Post-purchase evaluation
We want customer to have positive experiences from purchase but they may experience
Cognitive Dissonance
Pre-purchase, purchase or post-purchase
attitudes & behaviour should be consistent with one another. If you buy a car & your friend thinks that it is rubbish ..
uncertainty "Have I made the right decision?" feel anxiety, disappointment, remorse discrepancy between expectation & experience reflect on opportunity cost and lost - difficult decision, many alternatives irrevocable decision neurotic customer (impulse buy) post-purchase remorse
Post-purchase Behaviour
Post-purchase communication to reduce dissonance, returns & order cancellations Talk with customers:
etc
adventure-loving traditionalists sensitive pragmatists stylish status seekers laid-back campers classy capitalists cool-headed loners cocky misfits
independence, freedom, power more than a machine part of self-expression classic look, throaty sound American legend
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Agriculture Mining Construction Manufacturing Transport Wholesale & retail Finance, insurance, property Government Non-profit & voluntary organisations
different needs & buying patterns e.g. medical from rubber gloves vs body scanner buy raw materials/inputs to make other goods/services e.g. sugar & flavouring as inputs for Pepsi sell on to other business users or consumers e.g. Argos use purchases to conduct business e.g. stationery, legal services, IT/systems consultancy, marketing services
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buying decision not been made before bought before but this time change spec. or new supplier routine purchase made many times before
modified rebuy
straight rebuy
One-off, a batch or steady flow (JIT) Long, complex negotiation Service & consistency of quality & supply are vital
Buying centre Buying often a group process. Who is in the buying group? Users use the product e.g. trucks Influencers (direct or indirect) Tech know-how, budget etc Deciders Make the actual decision: purchasing officer, manager, product/service user Gatekeepers Control flow of information Buyers Select suppliers & negotiate terms
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Choice criteria
Organisational buying
Can we assume that B2B buying motives are rational, Need methodicalrecognition, & objective problem-awareness
Performance feedback & relationships, evaluation
quantity continuity quality price financing life cycle costs prody maintenance residual values risks politics personal
competition legal steps Motivators include Search for sources, financing Integrate partner Cost & profit-related benefits research & approve systems JIT Incentives & promotional support logistics conflict Supply alliances for expansion & proposals & analyse Receive Finalise contract & synergy + outsourcingimprove share costs, order routines productivity etc
Evaluate, negotiate, select
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Relationship Marketing
establishing & developing successful exchanges with customers.
Influences
global competition & defensive strategies. Growth in services (direct relationships). Focus on the value chain + the value proposition incl offering specific competencies
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