Professional Documents
Culture Documents
Chapter 5
Managing Marketing Information to
Gain Customer Insights
PEARSON
Objective Outline
Culture
Factors
Social
Culture Subculture
Class
Culture
Every
Culture is the
group
Marketers orset
are of basic
society
always hasvalues, perceptions,
a culture,
trying to spot and wants,
cultural
cultural shifts so
and behaviors
influences
as to discover learned
on buying by a member
behavior
new products of society
maymight
that vary greatlyfrom
be wanted.
family
from andcountry
both other important
to countyinstitutions.
and country to country.
Subculture Many marketers now embrace cross-cultural
They tend to be deeply family─oriented
marketing the practice of including
and make shipping ethnic
a family
affair ─ children havethemes bigand cross-cultural perspectives
buy. within
aAsian say in what brands
Americans are thetheysecond-
Each
Older,culture
Althoughcontains
their smaller
mainstream
moreHispanic
first-generation price conscioussubcultures,
marketing.
than other
fastest-growing subsegment after brand
consumers tend to be or
very
groups
loyal andof brands
to people
segments,
favor Cross-cultural
with
blacks shared
are
and also marketing
sellers value
strongly
who appeals
systems
motivated
show to consumer
special based in
interest
Hispanic Americans.
them.
on common lifesimilarities
by quality and
experiences across subcultures rather than
selection.
Asian and shop
consumers situations.
frequently and
Younger Brands differences.
are important.
Hispanics, however,
are thehave
mostshown
brand increasing
conscious of price
all the
Inin
sensitivity years,
recent
recentMany
years marketers
many are finding
acompanies
and groups.
willingness have that insights
to switch to store brands.
ethnic
Within the Hispanicgleaned
developed special
market, from ethnic
products,
there consumers
appeals,
exist many and cansubsegments
distinct
They can be fiercely brand loyal.
influence
based onmarketing their broader
nationality,programs
age, formarkets.
income, them.
and other factors.
Small
groups
Social
Status Factors Family
Social
roles
Groups and Social Networks
A group is two or more people who interact to
accomplish individual or mutual goals.
Reference groups serve as direct or indirect points of
comparison or reference in forming a person’s attitudes or
behavior.
Reference groups expose a person to new behaviors and
lifestyles, influence the person’s attitudes and self-
concept, and create pressures to conform that may affect
the person’s product and brand choices.
Groups and Social Networks
Opinion Leader
Word-of-Mouth Influence
A person withinBuzz Marketing
a reference group who, because of
The impact of the personal words and
Involves enlisting
special skills, or even personality,
knowledge, creating opinion leaders
or other
recommendations of trusted friends, associates,
to serve as “brand
characteristics, ambassadors”
exerts who spread
social influence the
on others.
and other consumers on buying behavior.
word
Some about a company’s
experts products.
call this group the influentials or
Most word-of-mouth influence happens naturally:
Many
leadingcompanies
adopters. are now turning everyday
Consumers start chatting about a brand they use or
customers
Marketers into
try tobrand evangelists.
identify opinion leaders for their
feel strongly about one way or the other.
products and direct marketing efforts toward them.
Groups and Social Networks
Personality
and self- Occupation
concept
Personal
factors
Economic
Lifestyle
situation
Age and Life-Cycle Stage
Buying is also shaped by the stage of the family life cycle
─ the stages through which families might pass as they
mature over time.
Marketers often define their target markets in terms of
life-cycle stage and develop appropriate products and
marketing plans for each stage.
Occupation
A person’s occupation affects the goods and services
bought.
Marketers try to identify the occupational groups that
have an above-average interest in their products and
services.
A company can even specialize in making products
needed by given occupational group.
Economic Situation
A person’s economic situation will affect his or her store
and product choices.
Marketers watch trends in personal income, savings, and
interest rates.
In the more frugal times following the Great Recession,
most companies have taken steps to redesign, reposition,
and reprice their products and services.
Lifestyle
Lifestyle is a person’s pattern of living as expressed in his
or her activities, interests, and opinions.
It involves measuring consumers’ major AIO dimensions
─ activities, interests, and opinions.
It can help marketers understand changing consumer
values and how they affect buyer behavior.
Personality and Self-Concept
Sincerity (down-to-earth, honest, wholesome
Personality refers to the unique
, and psychological
cheerful)
characteristics that distinguish a person or group.
Personality is usually described
Excitementin(daring,
terms ofspirited, imaginative,
traits such as
and up-to-date)
self-confidence, dominance, sociability, autonomy,
One researcher
defensiveness, adaptability, and aggressiveness.
identified five Competence (reliable, intelligent, and
brand
Brand personality
personalityis the specific mix of human traits that
successful)
may betraits:
attributed to a particular brand.
Beliefs Psycholo
Percepti
and gical
on
attitudes factors
Learnin
g
Motivation
A motive (drive) is a need that is sufficiently pressing to
direct the person to seek satisfaction.
Motivation researchers use a variety of probing
techniques to uncover underlying emotions and attitudes
toward brands and buying situations.
But many marketers use such touchy-feely approaches,
now sometimes called interpretive consumer research, to
dig deeper into consumer psyches and develop better
marketing strategies.
Motivation
Perception
All of us
Selective Attention
by the flow of information through our five
senses:
The tendency for peoplesmell,
sight, hearing, to screen
touch, and taste.
out most of the information to
Perception is the
which they are process by which
Selective
exposed Retentionpeople select,
organize, and
Means that interpret
Consumers
marketers are likely totoremember
information
must work form a meaningful
picture of the
especially good
hardworld. points
to attract themade about a brand
consumer’s they favor and forget food points
attention
People can form different
made perceptions
about competing of the same
brands.
stimulus because of three perceptualSelective
processes:Distortion
selective
attention, selective distortion,and selective
Describes theretention.
tendency of people to
interpret information in a way that
will support what they already
believe.
Learning
Learning
• Describes changes in an individual’s behavior arising
from experience.
• Occurs through the interplay of drives, stimuli, cues,
responses, and reinforcement.
Drive
• A strong internal stimulus that call for action
• A drive becomes a motive when it is directed toward a
particular stimulus object.
Beliefs and Attitudes
Need
recogniti
on
Postpurc Informat
hase ion
behavior Buyer search
decision
process
Evaluati
Purchas on of
e alternati
decision ves
Need Recognition
The buying process starts with need recognition ─ the
buyer recognizes a problem or need.
The need can be triggered by internal stimuli when one of
the person’s normal needs ─ for example, hunger or thirst
─ rises to a level high enough to become a drive.
A need can also be triggered by external stimuli.
Information Search
Information search is the stage of the buyer decision
process in which the consumer is motivated to search for
more information.
Traditionally, consumers have received the most
information about a product from commercial sources
that controlled by the marketer.
The most effective sources tend to be personal.
Commercial sources normally inform the buyer, but
personal sources legitimize or evaluate products for the
buyer.
Evaluation of Alternatives