This is the first and most important step. The organization gathers information about customers, competitors, and the business environment.
Basic human requirements such as food, clothing, and shelter.
Needs influenced by culture, personality, and preferences.
Wants supported by purchasing power.
Products, services, experiences, or ideas offered to satisfy needs.
The benefits customers receive compared to the cost they incur.
A food delivery company studies customers' preferences for quick delivery, healthy meals, and affordable prices before designing its services.
Dividing the market into smaller groups based on common characteristics.
Selecting one or more market segments to serve.
A luxury car company targets high-income customers.
Creating a unique image of the product in the minds of customers.
Volvo positions itself as a brand known for safety.
A statement explaining why customers should choose the company's product over competitors'.
Apple promises innovation, quality, and a premium user experience.
The organization develops a marketing mix to deliver superior customer value.
Goods or services offered to customers.
A smartphone with advanced features.
Amount customers pay for the product.
Pricing should reflect customer value and competition.
Distribution channels through which products reach customers.
Retail stores, supermarkets, online shopping platforms.
Communication activities used to inform and persuade customers.
Customer relationships are the heart of modern marketing.
Amazon provides personalized recommendations, quick delivery, and easy return policies to strengthen customer relationships.
Once value has been created and customers are satisfied, the business receives value in return.
Satisfied customers continue purchasing from the same brand and recommend it to others.
Enables businesses to identify customer needs and expectations accurately.
Products and services are designed according to customer preferences.
Businesses can differentiate themselves from competitors.
Satisfied customers become loyal customers.
Customer feedback encourages continuous product improvement.
Customer-Driven Marketing Strategies and STP (Segmentation, Targeting, and Positioning)
In today's competitive business environment, organizations can no longer succeed by simply producing goods and trying to sell them. Instead, they must understand customers, identify their needs, and develop products that provide superior value. This approach is known as Customer-Driven Marketing. The most effective tool used in customer-driven marketing is the STP Strategy, which stands for Segmentation, Targeting, and Positioning. STP enables organizations to identify the right customers, choose the most profitable market segments, and position their products effectively in customers' minds.
CUSTOMER-DRIVEN MARKETING STRATEGIES
Meaning
A Customer-Driven Marketing Strategy is a marketing approach in which an organization identifies customer needs, selects the most appropriate target market, and develops products and services that create superior value and satisfaction.
Simple Definition
Customer-Driven Marketing Strategy is the process of selecting customers to serve and deciding how to create value for them better than competitors.
Definition
According to Philip Kotler:
Customer-driven marketing strategy involves choosing the customers to serve (target market) and deciding on a value proposition that creates value for those customers.
Objectives of Customer-Driven Marketing
To understand customer needs and expectations.
To identify profitable market segments.
To provide superior customer value.
To achieve customer satisfaction.
To build long-term customer relationships.
To increase customer loyalty.
To improve profitability.
To gain a competitive advantage.
Components of Customer-Driven Marketing Strategy
There are two major decisions in customer-driven marketing.
1. Selecting Customers to Serve
This involves deciding who the customers are.
It includes:
Market Segmentation
Market Targeting
2. Choosing the Value Proposition
This answers the question:
"Why should customers buy our product instead of competitors' products?"
The company promises:
Better quality
Better service
Better price
Better experience
This promise is known as the Value Proposition.
Benefits of Customer-Driven Marketing
Better understanding of customers.
Increased customer satisfaction.
Higher customer loyalty.
Improved product quality.
Better competitive advantage.
Increased sales and profitability.
Long-term business growth.
STP STRATEGY
STP stands for:
S – Segmentation
T – Targeting
P – Positioning
It is one of the most important strategic tools in marketing.
S – MARKET SEGMENTATION
Meaning
Market segmentation is the process of dividing a large and heterogeneous market into smaller, homogeneous groups of customers with similar characteristics, needs, or buying behaviour.
Definition
Market Segmentation is the process of dividing the total market into different groups of customers who have similar needs and require separate marketing strategies.
Objectives
To understand different customer groups.
To satisfy customer needs more effectively.
To improve marketing efficiency.
To increase customer satisfaction.
Characteristics of Market Segmentation
Customers within a segment are similar.
Customers in different segments are different.
Each segment requires a separate marketing strategy.
Segments should be measurable and profitable.
Types of Market Segmentation
1. Geographic Segmentation
Division based on geographical location.
Variables
Country
State
City
Climate
Population density
Example
Woollen clothing is promoted more in cold regions than in tropical regions.
2. Demographic Segmentation
Division based on population characteristics.
Variables
Age
Gender
Income
Occupation
Education
Religion
Family size
Example
Children's toys are marketed to young children, while retirement plans target senior citizens.
3. Psychographic Segmentation
Division based on lifestyle, personality, values, and interests.
Variables
Lifestyle
Personality
Social class
Values
Example
Fitness brands target health-conscious consumers.
4. Behavioural Segmentation
Division based on customer behaviour toward products.
Variables
Usage rate
Brand loyalty
Benefits sought
Purchase occasions
Readiness to buy
Example
Airlines reward frequent travellers through loyalty programmes.
Advantages of Segmentation
Better customer understanding.
Efficient use of marketing resources.
Improved customer satisfaction.
Better product development.
Increased profitability.
Limitations of Segmentation
Expensive market research.
Difficult to identify accurate segments.
Customer preferences change frequently.
T – MARKET TARGETING
Meaning
Market targeting is the process of evaluating different market segments and selecting one or more segments to serve.
Definition
Targeting is selecting the market segments that the organization can serve most effectively and profitably.
Objectives
To focus marketing efforts.
To maximize sales and profits.
To utilize resources efficiently.
To achieve customer satisfaction.
Targeting Strategies
1. Undifferentiated Marketing (Mass Marketing)
One product is offered to the entire market.
Example
Table salt.
Advantages
Low production cost.
Economies of scale.
Disadvantages
2. Differentiated Marketing
Different products are offered to different market segments.
Example
Samsung offers budget, mid-range, and premium smartphones.
Advantages
Disadvantages
3. Concentrated Marketing (Niche Marketing)
The company focuses on one specific market segment.
Example
Rolex targets luxury watch buyers.
Advantages
Disadvantages
4. Micromarketing
Products are customized for individual customers or local markets.
Types
Local Marketing
Products designed for local communities.
Individual Marketing
Products customized for individual customers.
Example
Customized birthday cakes and personalized gift items.
Advantages of Targeting
Limitations of Targeting
P – MARKET POSITIONING
Meaning
Market positioning is the process of creating a unique image and identity of a product in the minds of customers compared with competing products.
Definition
Positioning is designing a company's offering and image so that it occupies a distinctive place in the target customer's mind.
Objectives
Differentiate the product.
Build a strong brand image.
Increase customer preference.
Gain competitive advantage.
Bases of Positioning
1. Product Features
Example
A smartphone positioned for its advanced camera.
2. Quality
Example
Toyota emphasizes reliability and durability.
3. Price
Example
D-Mart positions itself as a low-price retailer.
4. Benefits
Example
Colgate promotes protection against cavities.
5. User
Example
Nike targets athletes and sports enthusiasts.
6. Competitor
Example
Pepsi positions itself as an alternative to Coca-Cola.
Positioning Strategies
Product Attribute Positioning
Benefit Positioning
Price–Quality Positioning
User Positioning
Competitor Positioning
Usage Positioning
Cultural Symbol Positioning
Advantages of Positioning
Limitations of Positioning
Relationship among STP
Entire Market
│
▼
Market Segmentation
(Dividing the Market)
│
▼
Market Targeting
(Selecting the Best Segment)
│
▼
Market Positioning
(Creating a Unique Image)
│
▼
Customer Satisfaction
│
▼
Business Growth
Real-Life Example – Apple
Segmentation
Apple segments customers based on:
Income
Lifestyle
Occupation
Technology usage
Targeting
Apple primarily targets:
Professionals
Students
Premium consumers
Technology enthusiasts
Positioning
Apple positions itself as:
Premium quality
Innovative
Stylish
Secure
User-friendly
Difference between Segmentation, Targeting, and Positioning
| Basis | Segmentation | Targeting | Positioning |
|---|
| Meaning | Dividing the market into groups | Selecting the most attractive segment | Creating a unique image in customers' minds |
| Objective | Identify customer groups | Choose customers to serve | Differentiate the product |
| Focus | Customer characteristics | Market selection | Brand perception |
| Outcome | Market segments | Target market | Product image |
Importance of Customer-Driven Marketing and STP
Helps understand customer needs accurately.
Improves customer satisfaction and loyalty.
Enables efficient use of marketing resources.
Supports better product development.
Creates a strong competitive advantage.
Enhances brand image.
Increases sales, market share, and profitability.
Promotes sustainable business growth.
University Examination Questions
Two Marks
Define Customer-Driven Marketing Strategy.
What is Market Segmentation?
What is Market Targeting?
Define Market Positioning.
Expand STP.
Five Marks
Explain Customer-Driven Marketing Strategy.
Discuss the types of Market Segmentation.
Explain the different Targeting Strategies.
Describe the bases of Market Positioning.
Ten/Fifteen Marks
Explain Customer-Driven Marketing Strategies in detail.
Discuss the STP (Segmentation, Targeting, and Positioning) strategy with suitable examples.
Differentiate between Segmentation, Targeting, and Positioning with examples.
Customer-Driven Marketing and the STP strategy are at the heart of modern marketing. By segmenting the market, selecting the most attractive target customers, and positioning products effectively, organizations can create superior customer value, build lasting customer relationships, and achieve sustainable competitive advantage. These strategies enable businesses to satisfy customers more effectively while improving profitability and long-term growth.Micro and Macro Environment
No business operates in isolation. Every organization functions within an environment that influences its decisions, performance, and growth. The Marketing Environment consists of all the internal and external factors that affect an organization's ability to understand customer needs, create value, and build successful customer relationships.
Businesses must continuously monitor changes in the marketing environment because consumer preferences, technology, government regulations, competition, and economic conditions are constantly changing.
According to Philip Kotler, marketers must build relationships with customers while effectively managing the forces in the marketing environment.
Meaning of Marketing Environment
The Marketing Environment refers to all the internal and external forces, factors, institutions, and conditions that influence an organization's marketing decisions and its ability to satisfy customers.
Definition
Marketing Environment is the sum total of all internal and external factors that influence the marketing activities of an organization.
Definition
According to Philip Kotler:
Marketing Environment consists of the actors and forces outside marketing that affect marketing management's ability to build and maintain successful relationships with target customers.
Characteristics of Marketing Environment
- Dynamic – It changes continuously due to technology, consumer preferences, competition, and government policies.
- Complex – It consists of many interconnected factors.
- Uncontrollable – Most external factors cannot be controlled by the organization.
- Customer-Oriented – It influences customer needs and buying behaviour.
- Opportunity and Threat – It creates both business opportunities and risks.
- Continuous Monitoring – Organizations must regularly analyze environmental changes.
Importance of Marketing Environment
- Helps identify business opportunities.
- Reduces business risks.
- Supports strategic planning.
- Improves customer satisfaction.
- Enables adaptation to market changes.
- Creates a competitive advantage.
- Encourages innovation.
- Ensures long-term business survival.
Types of Marketing Environment
The marketing environment is broadly classified into:
- Micro Environment
- Macro Environment
Marketing Environment
│
┌───────────────┴───────────────┐
│ │
Micro Environment Macro Environment
I. MICRO ENVIRONMENT
Meaning
The Micro Environment consists of the forces that are close to the organization and directly affect its ability to serve customers.
These factors have an immediate and direct impact on marketing decisions.
Definition
The micro environment includes the company, suppliers, marketing intermediaries, customers, competitors, and publics that directly influence the organization's marketing activities.
Components of Micro Environment
1. Company
The company itself is the most important element of the micro environment.
It includes:
- Top management
- Finance department
- Production department
- Human Resources
- Research and Development
- Marketing department
Example
A delay in production affects product availability and customer satisfaction.
2. Suppliers
Suppliers provide raw materials, machinery, components, and other resources needed for production.
Importance
- Ensure continuous production.
- Affect product quality.
- Influence production costs.
Example
An automobile manufacturer depends on steel and tyre suppliers.
3. Marketing Intermediaries
Marketing intermediaries help move products from producers to consumers.
Types
- Wholesalers
- Retailers
- Distributors
- Transport agencies
- Warehousing firms
- Advertising agencies
- Financial institutions
Example
Supermarkets distribute products from manufacturers to consumers.
4. Customers
Customers are the heart of every business.
Types of Customers
- Consumer markets
- Business markets
- Government markets
- International markets
- Reseller markets
Importance
- Generate revenue.
- Determine product demand.
- Influence business success.
5. Competitors
Competitors are organizations offering similar products or services.
Importance
- Encourage innovation.
- Improve product quality.
- Influence pricing.
- Increase customer value.
Example
Samsung competes with Apple in the smartphone market.
6. Publics
Publics are groups that influence an organization's ability to achieve its objectives.
Types
- Financial publics (Banks, Investors)
- Media publics (Television, Newspapers)
- Government publics
- Local community
- General public
- Internal publics (Employees)
Example
Positive media coverage improves a company's reputation.
Diagram of Micro Environment
Company
│
┌────────┬────────┼────────┬─────────┐
│ │ │ │ │
Suppliers Customers Competitors Publics Intermediaries
Importance of Micro Environment
- Directly affects business operations.
- Helps improve customer satisfaction.
- Supports better decision-making.
- Improves coordination.
- Strengthens competitive position.
Advantages of Understanding the Micro Environment
- Better supplier relationships.
- Improved customer service.
- Efficient distribution.
- Strong competitive strategies.
- Better organizational performance.
Limitations
- High dependence on suppliers.
- Intense competition.
- Rapid changes in customer preferences.
- Conflict among intermediaries.
II. MACRO ENVIRONMENT
Meaning
The Macro Environment consists of broader external forces that affect the entire industry or economy.
These forces are beyond the control of the organization, but businesses must adapt to them.
Definition
The macro environment includes the major societal forces that influence an organization's marketing decisions and performance.
Components of Macro Environment
1. Demographic Environment
The demographic environment refers to the characteristics of the population.
Factors
- Population size
- Age distribution
- Gender
- Education
- Occupation
- Income
- Family size
- Urbanization
Example
An increasing young population increases demand for smartphones and online education.
2. Economic Environment
The economic environment consists of factors affecting purchasing power and spending patterns.
Factors
- Inflation
- Employment
- Interest rates
- Income levels
- Economic growth
- Exchange rates
Example
During inflation, consumers reduce spending on luxury products.
3. Natural Environment
The natural environment includes natural resources and ecological conditions.
Factors
- Climate
- Pollution
- Water availability
- Energy resources
- Environmental protection
Example
Companies adopt eco-friendly packaging to reduce environmental impact.
4. Technological Environment
Technology creates opportunities for innovation and improved efficiency.
Factors
- Artificial Intelligence (AI)
- Automation
- Robotics
- Internet
- Digital Marketing
- E-commerce
Example
Banks provide mobile banking and online payment services.
5. Political and Legal Environment
This environment includes government policies and laws affecting business.
Factors
- Taxation
- Labour laws
- Consumer Protection Act
- Competition laws
- Environmental regulations
- Foreign trade policies
Example
The introduction of GST changed taxation procedures for businesses in India.
6. Socio-Cultural Environment
The socio-cultural environment includes society's values, beliefs, customs, traditions, and lifestyles.
Factors
- Religion
- Language
- Culture
- Lifestyle
- Education
- Social values
Example
Growing health awareness has increased demand for organic foods and fitness products.
Diagram of Macro Environment
Macro Environment
│
┌──────────┬──────────┬──────────┬──────────┬──────────┬────────────┐
│ │ │ │ │ │
Demographic Economic Natural Technological Political Socio-Cultural
Importance of Macro Environment
- Identifies business opportunities.
- Helps manage environmental risks.
- Supports long-term planning.
- Encourages innovation.
- Helps businesses adapt to change.
- Improves strategic decision-making.
- Supports sustainable growth.
Advantages of Understanding the Macro Environment
- Better forecasting.
- Improved strategic planning.
- Reduced business uncertainty.
- Better adaptation to market changes.
- Stronger competitive advantage.
Limitations
- Businesses cannot control macro forces.
- Frequent policy changes create uncertainty.
- Economic fluctuations affect profitability.
- Rapid technological change requires continuous investment.
Difference Between Micro and Macro Environment
| Basis | Micro Environment | Macro Environment |
|---|
| Meaning | Factors close to the organization that directly influence marketing activities. | Broad external forces that influence the organization and the entire industry. |
| Nature | Immediate and direct influence. | Indirect and long-term influence. |
| Control | Partly controllable. | Uncontrollable. |
| Scope | Narrow. | Broad. |
| Components | Company, Suppliers, Marketing Intermediaries, Customers, Competitors, Publics. | Demographic, Economic, Natural, Technological, Political-Legal, Socio-Cultural. |
| Impact | Affects day-to-day operations. | Affects long-term business strategy. |
| Examples | Supplier delays, customer complaints, competitor pricing. | Inflation, AI adoption, government policies, cultural changes. |
Real-Life Example
Example: Electric Vehicles (EVs)
Micro Environment
- Company: Develops EV models.
- Suppliers: Provide batteries and electronic components.
- Intermediaries: Dealers and distributors sell vehicles.
- Customers: Environmentally conscious buyers purchase EVs.
- Competitors: Other EV manufacturers compete on price and technology.
- Publics: Media and investors influence brand reputation.
Macro Environment
- Demographic: Growing urban population increases demand.
- Economic: Rising fuel prices encourage EV adoption.
- Natural: Environmental concerns promote cleaner transportation.
- Technological: Advances in battery technology improve vehicle performance.
- Political-Legal: Government subsidies and emission regulations support EV sales.
- Socio-Cultural: Increasing environmental awareness influences consumer preferences.
Conclusion
The Marketing Environment plays a crucial role in the success of every organization. The Micro Environment consists of factors that directly influence the firm's day-to-day marketing activities, while the Macro Environment includes broader external forces that shape long-term business decisions. Organizations that continuously monitor and adapt to both environments can identify opportunities, overcome challenges, satisfy customers, and achieve sustainable growth in a competitive marketplace.
University Examination Questions
Two Marks
- Define Marketing Environment.
- What is the Micro Environment?
- What is the Macro Environment?
- Name the components of the Micro Environment.
- Name the components of the Macro Environment.
Five Marks
- Explain the concept and importance of the Marketing Environment.
- Describe the components of the Micro Environment.
- Explain the components of the Macro Environment.
TenMarks
- Explain the Marketing Environment in detail with suitable examples.
- Discuss the components of the Micro and Macro Environment.
- Differentiate between the Micro Environment and Macro Environment with examples.
UNIT II – CONSUMER BEHAVIOUR
Introduction of Consumer Markets
Every business exists because of customers. Whether it is a multinational company like Apple or a small grocery shop in a village, their success depends on consumers purchasing their products or services. Therefore, understanding the consumer market is one of the most important aspects of marketing. Consumer markets help organizations identify customer needs, understand buying behaviour, develop suitable products, and build long-term relationships.
Meaning of Consumer Market
A consumer market consists of all individuals and households that purchase goods and services for their personal use, family consumption, or household use, rather than for resale or business purposes.
In other words,
A consumer market is a market where products and services are purchased for personal consumption and not for commercial or industrial use.
Definitions
According to Philip Kotler,
Consumer markets consist of all individuals and households that buy or acquire goods and services for personal consumption.
According to Leon G. Schiffman,
Consumer behaviour refers to the actions that consumers display in searching for, purchasing, using, evaluating, and disposing of products and services.
Characteristics of Consumer Markets
1. Large Number of Buyers
Consumer markets consist of millions of customers.
Example
India has more than one billion consumers purchasing food, clothing, education, healthcare, and technology products.
2. Personal Consumption
Products are purchased for personal or family use.
Example
Buying rice for home consumption.
3. Diverse Needs
Consumers have different tastes, lifestyles, and preferences.
Example
Some people prefer vegetarian food while others prefer non-vegetarian food.
4. Emotional Buying
Consumers often make purchases based on emotions.
Example
A person buys an expensive perfume because it makes them feel confident.
5. Dynamic Nature
Consumer preferences continuously change.
Example
People shifted from keypad phones to smartphones within a few years.
6. Large Product Variety
Consumer markets include thousands of products.Examples include:
-
Food
-
Clothing
-
Electronics
-
Cosmetics
-
Automobiles
-
Educational services
Examples of Consumer Markets
| Product | Consumer |
|---|
| Mobile phone | Student |
| Washing machine | Household |
| Television | Family |
| Toothpaste | Individual |
| Shoes | Consumer |
| Ice cream | Children |
Coca-Cola's "Share a Coke" Campaign
Coca-Cola replaced its logo with popular first names on bottles.
Customers searched for bottles carrying their own names or the names of their friends and family.
As a result:
-
Sales increased.
-
Customers shared pictures on social media.
-
Emotional attachment with the brand increased.
Marketing Lesson
Understanding consumer emotions creates stronger customer relationships.
Consumer Buyer Behaviour Model
Meaning
The Consumer Buyer Behaviour Model explains how consumers make purchasing decisions after being influenced by various marketing and environmental factors.
It helps marketers understand why consumers choose one product instead of another.
Definition
According to Philip Kotler,
Consumer buyer behaviour refers to the buying behaviour of final consumers who purchase goods and services for personal consumption.
Consumer Buyer Behaviour Model
Explanation of the Model
1. Marketing Stimuli
These are factors controlled by marketers.
Product
Quality, design, packaging, brand.
Example
Apple introduces a new iPhone with advanced AI features.
Price
Discounts and pricing strategies.
Example
Amazon offers festive discounts.
Place
Availability of products.
Example
Products sold through supermarkets and online platforms.
Promotion
Advertising and sales promotion.
Example
Virat Kohli promoting Puma shoes.
2. Other Environmental Stimuli
These are external factors beyond company control.
-
Economic conditions
-
Political factors
-
Technological changes
-
Cultural influences
Example
COVID-19 increased demand for online shopping.
3. Consumer's Mind (Black Box)
The consumer receives information and processes it based on:
-
Needs
-
Motivation
-
Perception
-
Learning
-
Attitudes
4. Buyer Responses
Finally, the customer decides:
-
Whether to buy or not.
-
Which brand to purchase.
-
Where to purchase.
-
When to purchase.
-
How much to purchase.
Example
A student watches an advertisement for a Samsung smartphone.
After comparing prices, features, reviews, and discounts, the student purchases Samsung instead of another brand.
Factors Influencing Consumer Buying Behaviour
Consumer behaviour is influenced by four major factors.
1. Cultural Factors
Culture has the strongest influence on consumer behaviour.
Components
Culture
Shared beliefs and customs.
Example
Buying sweets during Diwali.
Subculture
Regional or religious groups.
Example
Traditional silk sarees purchased during South Indian weddings.
Social Class
Upper, middle, and lower-income groups.
Example
Luxury cars target affluent consumers.
Incident
During Pongal, the demand for sugarcane, new clothes, and traditional cookware rises significantly in Tamil Nadu because of cultural traditions.
2. Social Factors
Consumers are influenced by people around them.
Family
Parents influence children's purchases.
Example
Parents decide which school their children will attend.
Reference Groups
Friends, colleagues, and classmates influence buying behaviour.
Example
Students buy the same laptop recommended by their classmates.
Roles and Status
Occupation and social position affect purchases.
Example
A CEO may purchase a luxury sedan to reflect professional status.
Incident
A college student purchased a particular sports shoe brand because most members of the college football team wore the same brand.
3. Personal Factors
Age
Children buy toys.
Adults buy household appliances.
Senior citizens purchase healthcare products.
Occupation
Doctors buy medical equipment.
Teachers purchase books.
Engineers buy laptops.
Income
Higher-income consumers buy premium products.
Middle-income consumers prefer value-for-money products.
Lifestyle
Fitness enthusiasts buy protein supplements and smartwatches.
Personality
Extroverts may prefer colourful clothing, while introverts may choose simple designs.
Incident
After receiving his first salary, a young software engineer purchased a premium smartwatch instead of a budget watch because he wanted to reward himself.
4. Psychological Factors
Motivation
Internal drive to satisfy needs.
Example
Buying healthy food to improve fitness.
Perception
Consumers interpret information differently.
Example
One person considers Apple expensive but premium, while another sees it as overpriced.
Learning
Past experiences influence future decisions.
Example
A satisfied customer repeatedly buys the same toothpaste.
Beliefs and Attitudes
Consumers develop opinions about brands.
Example
Some consumers believe Tata products are trustworthy.
Incident
Many Indian consumers continue purchasing Tata Salt because they associate it with purity and trust developed over many years.
Consumer Buying Decision Process
Consumers generally follow five stages before making a purchase.
Step 1 – Need Recognition
The consumer realizes a need.
Example
A student's laptop stops working.
Step 2 – Information Search
The consumer searches for alternatives.
Sources:
-
Friends
-
Internet
-
Social media
-
Advertisements
Step 3 – Evaluation of Alternatives
Consumers compare products.
Example
Comparing Dell, HP, Lenovo, and Apple laptops.
Step 4 – Purchase Decision
Consumer selects one product.
Example
Purchasing an HP laptop from an online store.
Step 5 – Post-Purchase Behaviour
Consumer evaluates satisfaction.
Satisfied customers:
-
Recommend the product.
-
Purchase again.
Dissatisfied customers:
-
Return the product.
-
Leave negative reviews.
Real-Life Incident
A customer purchased a washing machine after reading online reviews.
The product exceeded expectations.
The customer later recommended the same brand to relatives, generating additional sales through positive word-of-mouth.
Types of Consumer Buying Behaviour
There are four major types.
1. Complex Buying Behaviour
Occurs when:
-
Product is expensive.
-
High involvement.
-
Significant differences among brands.
Examples
-
Buying a car.
-
Purchasing a house.
-
Selecting a university.
2. Dissonance-Reducing Buying Behaviour
High involvement but little difference between brands.
Consumers may feel uncertainty after purchase.
Example
Buying ceramic tiles or a refrigerator.
3. Habitual Buying Behaviour
Low involvement and few differences between brands.
Example
Buying salt, sugar, or soap regularly.
4. Variety-Seeking Buying Behaviour
Low involvement but significant brand differences.
Consumers switch brands out of curiosity.
Example
Trying different flavours of chips or biscuits.
Comparison of Buying Behaviour Types
| Type | Consumer Involvement | Brand Differences | Example |
|---|
| Complex | High | High | Car, House |
| Dissonance Reducing | High | Low | Refrigerator |
| Habitual | Low | Low | Salt, Soap |
| Variety Seeking | Low | High | Biscuits, Snacks |
Importance of Studying Consumer Behaviour
-
Understand customer needs.
-
Improve product design.
-
Develop effective advertisements.
-
Increase customer satisfaction.
-
Build customer loyalty.
-
Predict market trends.
-
Improve business profitability.
University Examination Questions
Two Marks
-
Define Consumer Market.
-
What is Consumer Buying Behaviour?
-
What is Need Recognition?
-
Name the four factors influencing consumer behaviour.
-
List the types of consumer buying behaviour.
Five Marks
-
Explain the Consumer Buyer Behaviour Model.
-
Discuss the factors influencing consumer buying behaviour.
-
Explain the stages in the Consumer Buying Decision Process.
Ten/Fifteen Marks
-
Explain the Consumer Buyer Behaviour Model with a neat diagram and suitable examples.
-
Discuss the factors influencing consumer buying behaviour with real-life incidents.
-
Explain the Consumer Buying Decision Process and the different types of consumer buying behaviour with examples.
