Professional Documents
Culture Documents
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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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Discussion Question
What two companies do you believe
grasp and use the marketing concept?
Why do you believe this?
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Process of dividing
the market into
subsets of
consumers with
common needs or
characteristics
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Segmentation Used
by Colgate
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?
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This product is
positioned as
Menz fairness
with Oil &
Sweat control.
Product
Price
Place
Promotion
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Successful Relationships
Customer
Value
Customer
Retention
Customer
Satisfaction
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Successful Relationships
Value, Satisfaction,
and Retention
Customer
Value
Customer
Satisfaction
Customer
Retention
Discussion Question
How does McDonalds create value for
the consumer?
How do they communicate this value?
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Successful Relationships
Value, Satisfaction,
and Retention
Customer
Value
Customer
Satisfaction
Customer
Retention
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Successful Relationships
Value, Satisfaction,
and Retention
Customer
Value
Customer
Satisfaction
Customer
Retention
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
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Customer Profitability-Focused
Marketing
Tier 1: Platinum
Tier 2: Gold
Tier 3: Iron
Tier 4: Lead
Copyright 2007 by Prentice Hall
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Consumer Behavior Is
Interdisciplinary
Psychology
Sociology
Social psychology
Anthropology
Economics
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