SlideShare a Scribd company logo
THE PARADOXES OF
MARKETING TO CONNECTED
CUSTOMERS
Chapter 2 of Philip Kotler’s Marketing 4.0
onebigchill.blogspot.com
OBJECTIVES
• Identify a new breed of customer
• Define Connectivity
• Understand the Paradoxes
• No. 1 – Online Interaction Versus Offline Interaction
• No. 2 – Informed Customer Versus Distracted Customer
• No. 3 – Negative Advocacy Versus Positive Advocacy
• Answer chapter reflection questions
onebigchill.blogspot.com
WHO IS THE NEW CUSTOMER?
onebigchill.blogspot.com
CONNECTIVITY
onebigchill.blogspot.com
• The most important game changer
in marketing
• Reduces the cost of interactions
among customers, employees, and
companies
• Lowers barriers to entering new
markets
• Shortens timeframe to build a
brand
CONNECTIVITY
onebigchill.blogspot.com
CONNECTIVITY
onebigchill.blogspot.com
CONNECTIVITY
onebigchill.blogspot.com
Level 1 - BASIC Level 3 - SOCIALLevel 2 - EXPERIENTIAL
• Mobile connectivity
• Internet is a
communications
infrastructure
• Deliver superior
customer experience
through touchpoints
between customers
and brands
• Strength of
connection in
communities of
customers
PARADOX NO. 1
ONLINE VS. OFFLINE INTERACTION
onebigchill.blogspot.com
PARADOX NO. 1
ONLINE VS. OFFLINE INTERACTION
onebigchill.blogspot.com
PARADOX NO. 1
ONLINE VS. OFFLINE INTERACTION
onebigchill.blogspot.com
PARADOX NO. 2
INFORMED VS DISTRACTED CUSTOMER
onebigchill.blogspot.com
Customer’s purchase decisions are
influenced by:
1. Marketing communications through
TV, print ads, etc
2. Opinions of family and friends
3. Knowledge and attitude about the
brand based on personal experience
PARADOX NO. 2
INFORMED VS DISTRACTED CUSTOMER
onebigchill.blogspot.com
Challenge of marketing going
forward:
1. Win customer attention
2. Create brand conversations in
customer communities. Have loyal
advocates who sway the decision
in the brand’s favor
PARADOX NO. 3
NEGATIVE VS. POSITIVE ADVOCACY
onebigchill.blogspot.com
New definition of loyalty
Word of mouth
Willing to endorse
and recommend the
brand to family and
friends
PARADOX NO. 3
NEGATIVE VS. POSITIVE ADVOCACY
onebigchill.blogspot.com
Actively recommended,
rarely happens, customer
has a strong feeling Triggered by others
through questions or
comments
REFLECTION QUESTIONS
• What are some of the cases in your industry that capture the paradoxical nature of
connected customers?
• How do you plan to embrace the paradoxes?
onebigchill.blogspot.com
OBJECTIVES
• Identify a new breed of customer
• Define Connectivity
• Understand the Paradoxes
• No. 1 – Online Interaction Versus Offline Interaction
• No. 2 – Informed Customer Versus Distracted Customer
• No. 3 – Negative Advocacy Versus Positive Advocacy
• Answer chapter reflection questions
onebigchill.blogspot.com
THE PARADOXES OF
MARKETING TO CONNECTED
CUSTOMERS
Chapter 2 of Philip Kotler’s Marketing 4.0
onebigchill.blogspot.com

More Related Content

Recently uploaded

Etsy Marketing Guide - Tips For Selling Digital Products
Etsy Marketing Guide - Tips For Selling Digital ProductsEtsy Marketing Guide - Tips For Selling Digital Products
Etsy Marketing Guide - Tips For Selling Digital Products
kcblog21
 
Luxury Hanloom Saree Brand ,Capstone Project_Kiran Bansal.pdf
Luxury Hanloom Saree Brand ,Capstone Project_Kiran Bansal.pdfLuxury Hanloom Saree Brand ,Capstone Project_Kiran Bansal.pdf
Luxury Hanloom Saree Brand ,Capstone Project_Kiran Bansal.pdf
KiranRai75
 
WTS-Berlin-2024-Veronika-Höller-Innovate-NextGEN-SEO-Merging-AI-Multimedia-an...
WTS-Berlin-2024-Veronika-Höller-Innovate-NextGEN-SEO-Merging-AI-Multimedia-an...WTS-Berlin-2024-Veronika-Höller-Innovate-NextGEN-SEO-Merging-AI-Multimedia-an...
WTS-Berlin-2024-Veronika-Höller-Innovate-NextGEN-SEO-Merging-AI-Multimedia-an...
Veronika Höller
 
Generative AI - Unleash Creative Opportunity - Peter Weltman
Generative AI - Unleash Creative Opportunity - Peter WeltmanGenerative AI - Unleash Creative Opportunity - Peter Weltman
Generative AI - Unleash Creative Opportunity - Peter Weltman
DigiMarCon - Digital Marketing, Media and Advertising Conferences & Exhibitions
 
Exploring the Top Digital Marketing Company in Canada
Exploring the Top Digital Marketing Company in CanadaExploring the Top Digital Marketing Company in Canada
Exploring the Top Digital Marketing Company in Canada
Solomo Media
 
Why People Fail in Network Marketing Business
Why People Fail in Network Marketing BusinessWhy People Fail in Network Marketing Business
Why People Fail in Network Marketing Business
Harish Kumar
 
AI Driven Emotional Recognition in Digital Ads - Tarun Gupta
AI Driven Emotional Recognition in Digital Ads - Tarun GuptaAI Driven Emotional Recognition in Digital Ads - Tarun Gupta
AI Driven Emotional Recognition in Digital Ads - Tarun Gupta
DigiMarCon - Digital Marketing, Media and Advertising Conferences & Exhibitions
 
SEO Master Class - Steve Wiideman, Wiideman Consulting Group
SEO Master Class - Steve Wiideman,  Wiideman Consulting GroupSEO Master Class - Steve Wiideman,  Wiideman Consulting Group
SEO Master Class - Steve Wiideman, Wiideman Consulting Group
DigiMarCon - Digital Marketing, Media and Advertising Conferences & Exhibitions
 
Digital Marketing Trends - Experts Insights on How to Gain a Competitive Edge...
Digital Marketing Trends - Experts Insights on How to Gain a Competitive Edge...Digital Marketing Trends - Experts Insights on How to Gain a Competitive Edge...
Digital Marketing Trends - Experts Insights on How to Gain a Competitive Edge...
DigiMarCon - Digital Marketing, Media and Advertising Conferences & Exhibitions
 
Google Ads Vs Social Media Ads-A comparative analysis
Google Ads Vs Social Media Ads-A comparative analysisGoogle Ads Vs Social Media Ads-A comparative analysis
Google Ads Vs Social Media Ads-A comparative analysis
akashrawdot
 
Grow Your Business Online: Introduction to Digital Marketing
Grow Your Business Online: Introduction to Digital MarketingGrow Your Business Online: Introduction to Digital Marketing
Grow Your Business Online: Introduction to Digital Marketing
Digital Discovery Institute
 
How To Navigate AI - The Future is Yours to Define - Tim Hayden
How To Navigate AI - The Future is Yours to Define - Tim HaydenHow To Navigate AI - The Future is Yours to Define - Tim Hayden
How To Navigate AI - The Future is Yours to Define - Tim Hayden
DigiMarCon - Digital Marketing, Media and Advertising Conferences & Exhibitions
 
Top digital marketing institutein noida
Top digital marketing institutein noidaTop digital marketing institutein noida
Top digital marketing institutein noida
aditisingh6607
 
My Personal Brand Exploration by Mariano
My Personal Brand Exploration by MarianoMy Personal Brand Exploration by Mariano
My Personal Brand Exploration by Mariano
marianooscos
 
Trust Element Assessment: How Your Online Presence Affects Outbound Lead Gene...
Trust Element Assessment: How Your Online Presence Affects Outbound Lead Gene...Trust Element Assessment: How Your Online Presence Affects Outbound Lead Gene...
Trust Element Assessment: How Your Online Presence Affects Outbound Lead Gene...
Martal Group
 
Unknown to Unforgettable - The Art and Science to Being Irresistible on Camer...
Unknown to Unforgettable - The Art and Science to Being Irresistible on Camer...Unknown to Unforgettable - The Art and Science to Being Irresistible on Camer...
Unknown to Unforgettable - The Art and Science to Being Irresistible on Camer...
DigiMarCon - Digital Marketing, Media and Advertising Conferences & Exhibitions
 
FullSail: HOF - Presentation Phil Pallen
FullSail: HOF - Presentation Phil PallenFullSail: HOF - Presentation Phil Pallen
FullSail: HOF - Presentation Phil Pallen
travisomalana
 
Phil Pallen PPT Biography and Interviews
Phil Pallen PPT Biography and InterviewsPhil Pallen PPT Biography and Interviews
Phil Pallen PPT Biography and Interviews
travisomalana
 
Podcast, The New Marketing Currency - Ozeal Debastos
Podcast, The New Marketing Currency - Ozeal DebastosPodcast, The New Marketing Currency - Ozeal Debastos
Podcast, The New Marketing Currency - Ozeal Debastos
DigiMarCon - Digital Marketing, Media and Advertising Conferences & Exhibitions
 

Recently uploaded (20)

Etsy Marketing Guide - Tips For Selling Digital Products
Etsy Marketing Guide - Tips For Selling Digital ProductsEtsy Marketing Guide - Tips For Selling Digital Products
Etsy Marketing Guide - Tips For Selling Digital Products
 
Luxury Hanloom Saree Brand ,Capstone Project_Kiran Bansal.pdf
Luxury Hanloom Saree Brand ,Capstone Project_Kiran Bansal.pdfLuxury Hanloom Saree Brand ,Capstone Project_Kiran Bansal.pdf
Luxury Hanloom Saree Brand ,Capstone Project_Kiran Bansal.pdf
 
WTS-Berlin-2024-Veronika-Höller-Innovate-NextGEN-SEO-Merging-AI-Multimedia-an...
WTS-Berlin-2024-Veronika-Höller-Innovate-NextGEN-SEO-Merging-AI-Multimedia-an...WTS-Berlin-2024-Veronika-Höller-Innovate-NextGEN-SEO-Merging-AI-Multimedia-an...
WTS-Berlin-2024-Veronika-Höller-Innovate-NextGEN-SEO-Merging-AI-Multimedia-an...
 
Generative AI - Unleash Creative Opportunity - Peter Weltman
Generative AI - Unleash Creative Opportunity - Peter WeltmanGenerative AI - Unleash Creative Opportunity - Peter Weltman
Generative AI - Unleash Creative Opportunity - Peter Weltman
 
Exploring the Top Digital Marketing Company in Canada
Exploring the Top Digital Marketing Company in CanadaExploring the Top Digital Marketing Company in Canada
Exploring the Top Digital Marketing Company in Canada
 
Why People Fail in Network Marketing Business
Why People Fail in Network Marketing BusinessWhy People Fail in Network Marketing Business
Why People Fail in Network Marketing Business
 
Influencer Marketing Master Class - Emily Beauregard
Influencer Marketing Master Class - Emily BeauregardInfluencer Marketing Master Class - Emily Beauregard
Influencer Marketing Master Class - Emily Beauregard
 
AI Driven Emotional Recognition in Digital Ads - Tarun Gupta
AI Driven Emotional Recognition in Digital Ads - Tarun GuptaAI Driven Emotional Recognition in Digital Ads - Tarun Gupta
AI Driven Emotional Recognition in Digital Ads - Tarun Gupta
 
SEO Master Class - Steve Wiideman, Wiideman Consulting Group
SEO Master Class - Steve Wiideman,  Wiideman Consulting GroupSEO Master Class - Steve Wiideman,  Wiideman Consulting Group
SEO Master Class - Steve Wiideman, Wiideman Consulting Group
 
Digital Marketing Trends - Experts Insights on How to Gain a Competitive Edge...
Digital Marketing Trends - Experts Insights on How to Gain a Competitive Edge...Digital Marketing Trends - Experts Insights on How to Gain a Competitive Edge...
Digital Marketing Trends - Experts Insights on How to Gain a Competitive Edge...
 
Google Ads Vs Social Media Ads-A comparative analysis
Google Ads Vs Social Media Ads-A comparative analysisGoogle Ads Vs Social Media Ads-A comparative analysis
Google Ads Vs Social Media Ads-A comparative analysis
 
Grow Your Business Online: Introduction to Digital Marketing
Grow Your Business Online: Introduction to Digital MarketingGrow Your Business Online: Introduction to Digital Marketing
Grow Your Business Online: Introduction to Digital Marketing
 
How To Navigate AI - The Future is Yours to Define - Tim Hayden
How To Navigate AI - The Future is Yours to Define - Tim HaydenHow To Navigate AI - The Future is Yours to Define - Tim Hayden
How To Navigate AI - The Future is Yours to Define - Tim Hayden
 
Top digital marketing institutein noida
Top digital marketing institutein noidaTop digital marketing institutein noida
Top digital marketing institutein noida
 
My Personal Brand Exploration by Mariano
My Personal Brand Exploration by MarianoMy Personal Brand Exploration by Mariano
My Personal Brand Exploration by Mariano
 
Trust Element Assessment: How Your Online Presence Affects Outbound Lead Gene...
Trust Element Assessment: How Your Online Presence Affects Outbound Lead Gene...Trust Element Assessment: How Your Online Presence Affects Outbound Lead Gene...
Trust Element Assessment: How Your Online Presence Affects Outbound Lead Gene...
 
Unknown to Unforgettable - The Art and Science to Being Irresistible on Camer...
Unknown to Unforgettable - The Art and Science to Being Irresistible on Camer...Unknown to Unforgettable - The Art and Science to Being Irresistible on Camer...
Unknown to Unforgettable - The Art and Science to Being Irresistible on Camer...
 
FullSail: HOF - Presentation Phil Pallen
FullSail: HOF - Presentation Phil PallenFullSail: HOF - Presentation Phil Pallen
FullSail: HOF - Presentation Phil Pallen
 
Phil Pallen PPT Biography and Interviews
Phil Pallen PPT Biography and InterviewsPhil Pallen PPT Biography and Interviews
Phil Pallen PPT Biography and Interviews
 
Podcast, The New Marketing Currency - Ozeal Debastos
Podcast, The New Marketing Currency - Ozeal DebastosPodcast, The New Marketing Currency - Ozeal Debastos
Podcast, The New Marketing Currency - Ozeal Debastos
 

Featured

How to Prepare For a Successful Job Search for 2024
How to Prepare For a Successful Job Search for 2024How to Prepare For a Successful Job Search for 2024
How to Prepare For a Successful Job Search for 2024
Albert Qian
 
Social Media Marketing Trends 2024 // The Global Indie Insights
Social Media Marketing Trends 2024 // The Global Indie InsightsSocial Media Marketing Trends 2024 // The Global Indie Insights
Social Media Marketing Trends 2024 // The Global Indie Insights
Kurio // The Social Media Age(ncy)
 
Trends In Paid Search: Navigating The Digital Landscape In 2024
Trends In Paid Search: Navigating The Digital Landscape In 2024Trends In Paid Search: Navigating The Digital Landscape In 2024
Trends In Paid Search: Navigating The Digital Landscape In 2024
Search Engine Journal
 
5 Public speaking tips from TED - Visualized summary
5 Public speaking tips from TED - Visualized summary5 Public speaking tips from TED - Visualized summary
5 Public speaking tips from TED - Visualized summary
SpeakerHub
 
ChatGPT and the Future of Work - Clark Boyd
ChatGPT and the Future of Work - Clark Boyd ChatGPT and the Future of Work - Clark Boyd
ChatGPT and the Future of Work - Clark Boyd
Clark Boyd
 
Getting into the tech field. what next
Getting into the tech field. what next Getting into the tech field. what next
Getting into the tech field. what next
Tessa Mero
 
Google's Just Not That Into You: Understanding Core Updates & Search Intent
Google's Just Not That Into You: Understanding Core Updates & Search IntentGoogle's Just Not That Into You: Understanding Core Updates & Search Intent
Google's Just Not That Into You: Understanding Core Updates & Search Intent
Lily Ray
 
How to have difficult conversations
How to have difficult conversations How to have difficult conversations
How to have difficult conversations
Rajiv Jayarajah, MAppComm, ACC
 
Introduction to Data Science
Introduction to Data ScienceIntroduction to Data Science
Introduction to Data Science
Christy Abraham Joy
 
Time Management & Productivity - Best Practices
Time Management & Productivity -  Best PracticesTime Management & Productivity -  Best Practices
Time Management & Productivity - Best Practices
Vit Horky
 
The six step guide to practical project management
The six step guide to practical project managementThe six step guide to practical project management
The six step guide to practical project management
MindGenius
 
Beginners Guide to TikTok for Search - Rachel Pearson - We are Tilt __ Bright...
Beginners Guide to TikTok for Search - Rachel Pearson - We are Tilt __ Bright...Beginners Guide to TikTok for Search - Rachel Pearson - We are Tilt __ Bright...
Beginners Guide to TikTok for Search - Rachel Pearson - We are Tilt __ Bright...
RachelPearson36
 
Unlocking the Power of ChatGPT and AI in Testing - A Real-World Look, present...
Unlocking the Power of ChatGPT and AI in Testing - A Real-World Look, present...Unlocking the Power of ChatGPT and AI in Testing - A Real-World Look, present...
Unlocking the Power of ChatGPT and AI in Testing - A Real-World Look, present...
Applitools
 
12 Ways to Increase Your Influence at Work
12 Ways to Increase Your Influence at Work12 Ways to Increase Your Influence at Work
12 Ways to Increase Your Influence at Work
GetSmarter
 
More than Just Lines on a Map: Best Practices for U.S Bike Routes
More than Just Lines on a Map: Best Practices for U.S Bike RoutesMore than Just Lines on a Map: Best Practices for U.S Bike Routes
More than Just Lines on a Map: Best Practices for U.S Bike Routes
Project for Public Spaces & National Center for Biking and Walking
 
Ride the Storm: Navigating Through Unstable Periods / Katerina Rudko (Belka G...
Ride the Storm: Navigating Through Unstable Periods / Katerina Rudko (Belka G...Ride the Storm: Navigating Through Unstable Periods / Katerina Rudko (Belka G...
Ride the Storm: Navigating Through Unstable Periods / Katerina Rudko (Belka G...
DevGAMM Conference
 
Barbie - Brand Strategy Presentation
Barbie - Brand Strategy PresentationBarbie - Brand Strategy Presentation
Barbie - Brand Strategy Presentation
Erica Santiago
 
Good Stuff Happens in 1:1 Meetings: Why you need them and how to do them well
Good Stuff Happens in 1:1 Meetings: Why you need them and how to do them wellGood Stuff Happens in 1:1 Meetings: Why you need them and how to do them well
Good Stuff Happens in 1:1 Meetings: Why you need them and how to do them well
Saba Software
 
Introduction to C Programming Language
Introduction to C Programming LanguageIntroduction to C Programming Language
Introduction to C Programming Language
Simplilearn
 

Featured (20)

How to Prepare For a Successful Job Search for 2024
How to Prepare For a Successful Job Search for 2024How to Prepare For a Successful Job Search for 2024
How to Prepare For a Successful Job Search for 2024
 
Social Media Marketing Trends 2024 // The Global Indie Insights
Social Media Marketing Trends 2024 // The Global Indie InsightsSocial Media Marketing Trends 2024 // The Global Indie Insights
Social Media Marketing Trends 2024 // The Global Indie Insights
 
Trends In Paid Search: Navigating The Digital Landscape In 2024
Trends In Paid Search: Navigating The Digital Landscape In 2024Trends In Paid Search: Navigating The Digital Landscape In 2024
Trends In Paid Search: Navigating The Digital Landscape In 2024
 
5 Public speaking tips from TED - Visualized summary
5 Public speaking tips from TED - Visualized summary5 Public speaking tips from TED - Visualized summary
5 Public speaking tips from TED - Visualized summary
 
ChatGPT and the Future of Work - Clark Boyd
ChatGPT and the Future of Work - Clark Boyd ChatGPT and the Future of Work - Clark Boyd
ChatGPT and the Future of Work - Clark Boyd
 
Getting into the tech field. what next
Getting into the tech field. what next Getting into the tech field. what next
Getting into the tech field. what next
 
Google's Just Not That Into You: Understanding Core Updates & Search Intent
Google's Just Not That Into You: Understanding Core Updates & Search IntentGoogle's Just Not That Into You: Understanding Core Updates & Search Intent
Google's Just Not That Into You: Understanding Core Updates & Search Intent
 
How to have difficult conversations
How to have difficult conversations How to have difficult conversations
How to have difficult conversations
 
Introduction to Data Science
Introduction to Data ScienceIntroduction to Data Science
Introduction to Data Science
 
Time Management & Productivity - Best Practices
Time Management & Productivity -  Best PracticesTime Management & Productivity -  Best Practices
Time Management & Productivity - Best Practices
 
The six step guide to practical project management
The six step guide to practical project managementThe six step guide to practical project management
The six step guide to practical project management
 
Beginners Guide to TikTok for Search - Rachel Pearson - We are Tilt __ Bright...
Beginners Guide to TikTok for Search - Rachel Pearson - We are Tilt __ Bright...Beginners Guide to TikTok for Search - Rachel Pearson - We are Tilt __ Bright...
Beginners Guide to TikTok for Search - Rachel Pearson - We are Tilt __ Bright...
 
Unlocking the Power of ChatGPT and AI in Testing - A Real-World Look, present...
Unlocking the Power of ChatGPT and AI in Testing - A Real-World Look, present...Unlocking the Power of ChatGPT and AI in Testing - A Real-World Look, present...
Unlocking the Power of ChatGPT and AI in Testing - A Real-World Look, present...
 
12 Ways to Increase Your Influence at Work
12 Ways to Increase Your Influence at Work12 Ways to Increase Your Influence at Work
12 Ways to Increase Your Influence at Work
 
ChatGPT webinar slides
ChatGPT webinar slidesChatGPT webinar slides
ChatGPT webinar slides
 
More than Just Lines on a Map: Best Practices for U.S Bike Routes
More than Just Lines on a Map: Best Practices for U.S Bike RoutesMore than Just Lines on a Map: Best Practices for U.S Bike Routes
More than Just Lines on a Map: Best Practices for U.S Bike Routes
 
Ride the Storm: Navigating Through Unstable Periods / Katerina Rudko (Belka G...
Ride the Storm: Navigating Through Unstable Periods / Katerina Rudko (Belka G...Ride the Storm: Navigating Through Unstable Periods / Katerina Rudko (Belka G...
Ride the Storm: Navigating Through Unstable Periods / Katerina Rudko (Belka G...
 
Barbie - Brand Strategy Presentation
Barbie - Brand Strategy PresentationBarbie - Brand Strategy Presentation
Barbie - Brand Strategy Presentation
 
Good Stuff Happens in 1:1 Meetings: Why you need them and how to do them well
Good Stuff Happens in 1:1 Meetings: Why you need them and how to do them wellGood Stuff Happens in 1:1 Meetings: Why you need them and how to do them well
Good Stuff Happens in 1:1 Meetings: Why you need them and how to do them well
 
Introduction to C Programming Language
Introduction to C Programming LanguageIntroduction to C Programming Language
Introduction to C Programming Language
 

Digital Marketing Ch2 Presentation

  • 1. THE PARADOXES OF MARKETING TO CONNECTED CUSTOMERS Chapter 2 of Philip Kotler’s Marketing 4.0 onebigchill.blogspot.com
  • 2. OBJECTIVES • Identify a new breed of customer • Define Connectivity • Understand the Paradoxes • No. 1 – Online Interaction Versus Offline Interaction • No. 2 – Informed Customer Versus Distracted Customer • No. 3 – Negative Advocacy Versus Positive Advocacy • Answer chapter reflection questions onebigchill.blogspot.com
  • 3. WHO IS THE NEW CUSTOMER? onebigchill.blogspot.com
  • 4. CONNECTIVITY onebigchill.blogspot.com • The most important game changer in marketing • Reduces the cost of interactions among customers, employees, and companies • Lowers barriers to entering new markets • Shortens timeframe to build a brand
  • 7. CONNECTIVITY onebigchill.blogspot.com Level 1 - BASIC Level 3 - SOCIALLevel 2 - EXPERIENTIAL • Mobile connectivity • Internet is a communications infrastructure • Deliver superior customer experience through touchpoints between customers and brands • Strength of connection in communities of customers
  • 8. PARADOX NO. 1 ONLINE VS. OFFLINE INTERACTION onebigchill.blogspot.com
  • 9. PARADOX NO. 1 ONLINE VS. OFFLINE INTERACTION onebigchill.blogspot.com
  • 10. PARADOX NO. 1 ONLINE VS. OFFLINE INTERACTION onebigchill.blogspot.com
  • 11. PARADOX NO. 2 INFORMED VS DISTRACTED CUSTOMER onebigchill.blogspot.com Customer’s purchase decisions are influenced by: 1. Marketing communications through TV, print ads, etc 2. Opinions of family and friends 3. Knowledge and attitude about the brand based on personal experience
  • 12. PARADOX NO. 2 INFORMED VS DISTRACTED CUSTOMER onebigchill.blogspot.com Challenge of marketing going forward: 1. Win customer attention 2. Create brand conversations in customer communities. Have loyal advocates who sway the decision in the brand’s favor
  • 13. PARADOX NO. 3 NEGATIVE VS. POSITIVE ADVOCACY onebigchill.blogspot.com New definition of loyalty Word of mouth Willing to endorse and recommend the brand to family and friends
  • 14. PARADOX NO. 3 NEGATIVE VS. POSITIVE ADVOCACY onebigchill.blogspot.com Actively recommended, rarely happens, customer has a strong feeling Triggered by others through questions or comments
  • 15. REFLECTION QUESTIONS • What are some of the cases in your industry that capture the paradoxical nature of connected customers? • How do you plan to embrace the paradoxes? onebigchill.blogspot.com
  • 16. OBJECTIVES • Identify a new breed of customer • Define Connectivity • Understand the Paradoxes • No. 1 – Online Interaction Versus Offline Interaction • No. 2 – Informed Customer Versus Distracted Customer • No. 3 – Negative Advocacy Versus Positive Advocacy • Answer chapter reflection questions onebigchill.blogspot.com
  • 17. THE PARADOXES OF MARKETING TO CONNECTED CUSTOMERS Chapter 2 of Philip Kotler’s Marketing 4.0 onebigchill.blogspot.com