Analyzing Consumer Markets
What Influences Consumer Behavior?
What is Culture?
Subcultures
Fast Facts About American Culture
Social Classes
Characteristics of Social Classes
Reference Groups
Roles and Status
Personal Factors
The Family Life Cycle
Lifestyle Influences
Model of Consumer Behavior
Motivation
Maslow’s Hierarchy of Needs
Consumer Buying Process
Problem Recognition
Presentation on consumer behaviour and marketing strategyKARISHMA KUMARI
It is based on the consumer behaviour and their process and the marketing strategy how it influence on different products or brands. I took the example of PUMA its marketing strategy how it works and how it is brought to the market.
Chapter 4 Creating Customer Value, Satisfaction, and LoyaltyNishant Agrawal
Creating Customer Value, Satisfaction, and Loyalty
Organizational Charts
What is Customer Perceived Value?
Determinants of Customer Perceived Value
Steps in a Customer Value Analysis
Measuring Satisfaction
What is Quality?
Analyzing Consumer Markets
What Influences Consumer Behavior?
What is Culture?
Subcultures
Fast Facts About American Culture
Social Classes
Characteristics of Social Classes
Reference Groups
Roles and Status
Personal Factors
The Family Life Cycle
Lifestyle Influences
Model of Consumer Behavior
Motivation
Maslow’s Hierarchy of Needs
Consumer Buying Process
Problem Recognition
Presentation on consumer behaviour and marketing strategyKARISHMA KUMARI
It is based on the consumer behaviour and their process and the marketing strategy how it influence on different products or brands. I took the example of PUMA its marketing strategy how it works and how it is brought to the market.
Chapter 4 Creating Customer Value, Satisfaction, and LoyaltyNishant Agrawal
Creating Customer Value, Satisfaction, and Loyalty
Organizational Charts
What is Customer Perceived Value?
Determinants of Customer Perceived Value
Steps in a Customer Value Analysis
Measuring Satisfaction
What is Quality?
Customer relationship management and relationship marketingPROF.JITENDRA PATEL
This Module talk about basic of Customer relationship management and relationship marketing. Major Component, advantages, properties and example of CRM.
Company needs profit to run and that profit comes from customers and to get customers, a company needs sales person,Thus the sales force play a crucial role in the existence of a company. If their performance is good , company will do good.and to maintain this level of efficiency, management is need. Yes! Their is a need to manage the sales force performance & this can be done by continuous evaluating and appraising their performance. Here are some factors that affect their performance & some methods to evaluate their perfomance that are mostly used now a days by many organization.
CRM is commonly described from a narrow technological perspective. CRM needs to be defined more broadly as a strategic approach that uses customer insight to create customer value and shareholder value. Slide 2: The CRM Strategy Framework identifies five cross functional processes that can be used to assess key tasks in using CRM effectively. Slide 3: For each of the five CRM cross functional processes there are two key questions that need to be addressed for CRM strategy to achieve its potential. The article provides an overview of the five processes. A later book provides an more extensive discussion of the five processes together with a detailed discussion relating to CRM implementation.
INTEGRATED MARKETING COMMUNICATION: AN INTRODUCTION by Amitabh MishraAmitabh Mishra
“IMC is an attempt to coordinate various marketing and promotional activities to make marketing communication to target customers more efficient and effective.”
“IMC insures that all forms of communication and messages are carefully linked together”
Customer relationship management and relationship marketingPROF.JITENDRA PATEL
This Module talk about basic of Customer relationship management and relationship marketing. Major Component, advantages, properties and example of CRM.
Company needs profit to run and that profit comes from customers and to get customers, a company needs sales person,Thus the sales force play a crucial role in the existence of a company. If their performance is good , company will do good.and to maintain this level of efficiency, management is need. Yes! Their is a need to manage the sales force performance & this can be done by continuous evaluating and appraising their performance. Here are some factors that affect their performance & some methods to evaluate their perfomance that are mostly used now a days by many organization.
CRM is commonly described from a narrow technological perspective. CRM needs to be defined more broadly as a strategic approach that uses customer insight to create customer value and shareholder value. Slide 2: The CRM Strategy Framework identifies five cross functional processes that can be used to assess key tasks in using CRM effectively. Slide 3: For each of the five CRM cross functional processes there are two key questions that need to be addressed for CRM strategy to achieve its potential. The article provides an overview of the five processes. A later book provides an more extensive discussion of the five processes together with a detailed discussion relating to CRM implementation.
INTEGRATED MARKETING COMMUNICATION: AN INTRODUCTION by Amitabh MishraAmitabh Mishra
“IMC is an attempt to coordinate various marketing and promotional activities to make marketing communication to target customers more efficient and effective.”
“IMC insures that all forms of communication and messages are carefully linked together”
First Things First: Building and Effective Marketing Strategy
Too many companies (and marketers) jump straight into activation planning without formalizing a marketing strategy. It may seem tedious, but analyzing the mindset of your targeted audiences and identifying the messaging points most likely to resonate with them is time well spent. That process is also a great opportunity for marketers to collaborate with sales leaders and account managers on a galvanized go-to-market approach. I’ll walk you through the methods and tools we use with our clients to ensure campaign success.
Key Takeaways:
-Recognize the critical role of strategy in marketing
-Learn our approach for building an actionable, effective marketing strategy
-Receive templates and guides for developing a marketing strategy
Mastering Local SEO for Service Businesses in the AI Era is tailored specifically for local service providers like plumbers, dentists, and others seeking to dominate their local search landscape. This session delves into leveraging AI advancements to enhance your online visibility and search rankings through the Content Factory model, designed for creating high-impact, SEO-driven content. Discover the Dollar-a-Day advertising strategy, a cost-effective approach to boost your local SEO efforts and attract more customers with minimal investment. Gain practical insights on optimizing your online presence to meet the specific needs of local service seekers, ensuring your business not only appears but stands out in local searches. This concise, action-oriented workshop is your roadmap to navigating the complexities of digital marketing in the AI age, driving more leads, conversions, and ultimately, success for your local service business.
Key Takeaways:
Embrace AI for Local SEO: Learn to harness the power of AI technologies to optimize your website and content for local search. Understand the pivotal role AI plays in analyzing search trends and consumer behavior, enabling you to tailor your SEO strategies to meet the specific demands of your target local audience. Leverage the Content Factory Model: Discover the step-by-step process of creating SEO-optimized content at scale. This approach ensures a steady stream of high-quality content that engages local customers and boosts your search rankings. Get an action guide on implementing this model, complete with templates and scheduling strategies to maintain a consistent online presence. Maximize ROI with Dollar-a-Day Advertising: Dive into the cost-effective Dollar-a-Day advertising strategy that amplifies your visibility in local searches without breaking the bank. Learn how to strategically allocate your budget across platforms to target potential local customers effectively. The session includes an action guide on setting up, monitoring, and optimizing your ad campaigns to ensure maximum impact with minimal investment.
When most people in the industry talk about online or digital reputation management, what they're really saying is Google search and PPC. And it's usually reactive, left dealing with the aftermath of negative information published somewhere online. That's outdated. It leaves executives, organizations and other high-profile individuals at a high risk of a digital reputation attack that spans channels and tactics. But the tools needed to safeguard against an attack are more cybersecurity-oriented than most marketing and communications professionals can manage. Business leaders Leaders grasp the importance; 83% of executives place reputation in their top five areas of risk, yet only 23% are confident in their ability to address it. To succeed in 2024 and beyond, you need to turn online reputation on its axis and think like an attacker.\
Key Takeaways:
- New framework for examining and safeguarding an online reputation
- Tools and techniques to keep you a step ahead
- Practical examples that demonstrate when to act, how to act and how to recover
Monthly Social Media News Update May 2024Andy Lambert
TL;DR. These are the three themes that stood out to us over the course of last month.
1️⃣ Social media is becoming increasingly significant for brand discovery. Marketers are now understanding the impact of social and budgets are shifting accordingly.
2️⃣ Instagram’s new algorithm and latest guidance will help us maintain organic growth. Instagram continues to evolve, but Reels remains the most crucial tool for growth.
3️⃣ Collaboration will help us unlock growth. Who we work with will define how fast we grow. Meta continues to evolve their Creator Marketplace and now TikTok are beginning to push ‘collabs’ more too.
In the digital age, businesses are inundated with tools promising to streamline operations, enhance creativity, and boost productivity. Yet, the true key to digital transformation lies not in the accumulation of tools but in strategically integrating the right AI solutions to revolutionize workflows. Join Jordache, an experienced entrepreneur, tech strategist and AI consultant, as he explores essential AI tools across three critical categories—Ideation, Creation, and Operations—that can reshape the way your business creates, operates, and scales.This talk will guide you through the practicalities of selecting and effectively using AI tools that go beyond the basics of today’s popular tools like ChatGPT, Claude, Gemini, Midjourney, or Dall-E. For each category of tools, Jordache will address three crucial questions: What is each tool? Why is each one valuable to you as a business leader? How can you start using it in your workflow? This approach will not only clarify the role of these tools but also highlight their strategic value, making it perfect for business leaders ready to make informed decisions about integrating AI into their workflows.
Key Takeaways:
>> Strategic Selection and Integration: Understand how to select AI tools that align with your business goals and how to conceptually integrate them into your workflows to enhance efficiency and innovation.
>> Understanding AI Tool Categories: Gain a deeper understanding of how AI tools can be leveraged in the areas of ideation, creation, and operation—transforming each aspect of your business.
>> Practical Starting Points: Learn how you can start using these tools in your business with practical tips on initial steps and integration ideas.
>> Future-Proofing Your Business: Discover how staying informed about and utilizing the latest AI tools and strategies can keep your business competitive in a rapidly evolving digital landscape.
When most people in the industry talk about online or digital reputation management, what they're really saying is Google search and PPC. And it's usually reactive, left dealing with the aftermath of negative information published somewhere online. That's outdated. It leaves executives, organizations and other high-profile individuals at a high risk of a digital reputation attack that spans channels and tactics. But the tools needed to safeguard against an attack are more cybersecurity-oriented than most marketing and communications professionals can manage. Business leaders Leaders grasp the importance; 83% of executives place reputation in their top five areas of risk, yet only 23% are confident in their ability to address it. To succeed in 2024 and beyond, you need to turn online reputation on its axis and think like an attacker.
Key Takeaways:
- New framework for examining and safeguarding an online reputation
- Tools and techniques to keep you a step ahead
- Practical examples that demonstrate when to act, how to act and how to recover
The session includes a brief history of the evolution of search before diving into the roles technology, content, and links play in developing a powerful SEO strategy in a world of Generative AI and social search. Discover how to optimize for TikTok searches, Google's Gemini, and Search Generative Experience while developing a powerful arsenal of tools and templates to help maximize the effectiveness of your SEO initiatives.
Key Takeaways:
Understand how search engines work
Be able to find out where your users search
Know what is required for each discipline of SEO
Feel confident creating an SEO Plan
Confidently measure SEO performance
Everyone knows the power of stories, but when asked to come up with them, we struggle. Either we second guess ourselves as to the story's relevance, or we just come up blank and can't think of any. Unlocking Everyday Narratives: The Power of Storytelling in Marketing will teach you how to recognize stories in the moment and to recall forgotten moments that your audience needs to hear.
Key Takeaways:
Understand Why Personal Stories Connect Better
How To Remember Forgotten Stories
How To Use Customer Experiences As Stories For Your Brand
5 big bets to drive growth in 2024 without one additional marketing dollar AND how to adapt to the biggest shifting eCommerce trend- AI.
1) Romance Your Customers - Retention
2) ‘Alternative’ Lead Gen - Advocacy
3) The Beautiful Basics - Conversion Rate Optimization
4) Land that Bottom Line - Profitability
5) Roll the Dice - New Business Models
A.I. (artificial intelligence) platforms are popping up all the time, and many of them can and should be used to help grow your brand, increase your sales and decrease your marketing costs.In this presentation:We will review some of the best AI platforms that are available for you to use.We will interact with some of the platforms in real-time, so attendees can see how they work.We will also look at some current brands that are using AI to help them create marketing messages, saving them time and money in the process. Lastly, we will discuss the pros and cons of using AI in marketing & branding and have a lively conversation that includes comments from the audience.
Key Takeaways:
Attendees will learn about LLM platforms, like ChatGPT, and how they work, with preset examples and real time interactions with the platform. Attendees will learn about other AI platforms that are creating graphic design elements at the push of a button...pre-set examples and real-time interactions.Attendees will discuss the pros & cons of AI in marketing + branding and share their perspectives with one another. Attendees will learn about the cost savings and the time savings associated with using AI, should they choose to.
The What, Why & How of 3D and AR in Digital CommercePushON Ltd
Vladimir Mulhem has over 20 years of experience in commercialising cutting edge creative technology across construction, marketing and retail.
Previously the founder and Tech and Innovation Director of Creative Content Works working with the likes of Next, John Lewis and JD Sport, he now helps retailers, brands and agencies solve challenges of applying the emerging technologies 3D, AR, VR and Gen AI to real-world problems.
In this webinar, Vladimir will be covering the following topics:
Applications of 3D and AR in Digital Commerce,
Benefits of 3D and AR,
Tools to create, manage and publish 3D and AR in Digital Commerce.
Videos are more engaging, more memorable, and more popular than any other type of content out there. That’s why it’s estimated that 82% of consumer traffic will come from videos by 2025.
And with videos evolving from landscape to portrait and experts promoting shorter clips, one thing remains constant – our brains LOVE videos.
So is there science behind what makes people absolutely irresistible on camera?
The answer: definitely yes.
In this jam-packed session with Stephanie Garcia, you’ll get your hands on a steal-worthy guide that uncovers the art and science to being irresistible on camera. From body language to words that convert, she’ll show you how to captivate on command so that viewers are excited and ready to take action.
[Google March 2024 Update] How To Thrive: Content, Link Building & SEOSearch Engine Journal
March 2024 disrupted the SEO industry. Websites were deindexed, and manual penalties were delivered—all to produce more helpful, more trustworthy search results.
How did your website fare?
Watch us as we delve into the seismic shifts brought about by Google's March 2024 updates and explore strategies to not just survive, but thrive in this dynamic digital landscape.
You’ll learn:
- How to create content that is valuable to users (not just search engines) using E-E-A-T.
- How to build links that can boost rankings and withstand algorithm updates.
- Best practices for content creation and link building so you can thrive during algorithm updates.
With Vince Ramos, we'll examine the implications of the latest algorithm changes on content creation, link building, and SEO practices, and offer actionable insights from businesses like yours that have remained steadfast amidst the volatility.
Using real-life case studies, we’ll also show you the effectiveness of manual link building techniques and person-first content strategies.
Whether you're a seasoned SEO professional, a budding content creator, or anyone in between, this webinar will help you weather the changes in Google's algorithms and capitalize on them for sustained success.
Check out this webinar and unlock the secrets to thriving in the new Google era.
2. Value and Satisfaction
Value – relationship between benefit and cost
Satisfaction – Comparison between customer’s
expectation and product performance
Expectation = performance
Expectation < performance
Expectation > Performance
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Table : C om parison betw een custom er’s
expectation and product perform ance
E xpectation &
P erform ance
R esult
C ustom er's expectation >
P roduct P erform ance
D issatisfied C ustom er
C ustom er's expectation <
P roduct P erform ance
H ighly S atisfied
C ustom er
C ustom er's expectation =
P roduct P erform ance
S atisfied C ustom er
4. Determinants of Customer-Perceived Value
Customer
delivered
value
Total
customer
value
Product
value
Services
value
Personal
value
Image
value
Total
customer
cost
Monetary
cost
Time
cost
Energy
cost
Psychic
cost
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5. Monitoring Satisfaction
Many companies are systematically measuring
how well they treat customers, identifying the
factors shaping satisfaction, and changing
operations and marketing as a result.
.
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6. Monitoring Satisfaction
A highly satisfied customer generally:
stays loyal longer,
buys more talks favourably to others
pays less attention to competing brands
less sensitive to price,
offers product or service ideas to the company,
and costs less to serve than new customers
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7. Monitoring Satisfaction
If Customer satisfaction is rated 1-5
1- abandon the product/ even bad mouth
2 to 4 – fairly satisfied / may switch to better offer
5 – repurchase/ word of mouth (highly satisfied)
High satisfaction or delight creates an emotional
bond with the brand or company, not just a
rational preference.
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8. Monitoring Satisfaction
Companies use a variety of methods to
measure customer satisfaction.
some companies think they’re getting a sense of customer
satisfaction by tallying complaints, but studies show that while
customers are dissatisfied with their purchases about 25
percent of the time, only about 5 percent complain.
The other 95 percent either feel complaining is not worth the
effort or don’t know how or to whom to complain.
They just stop buying.
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9. Monitoring Satisfaction
Of the customers who complain, 54 percent to 70
percent will do business with the organization
again if their complaint is resolved.
Customers whose complaints are satisfactorily
resolved tell an average of five people about the
good treatment they received.
The average dissatisfied customer, however,
gripes to 11 people.
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10. Satisfaction Depends on: Product
& Service Quality
Quality is:
Fitness for use
Conformance to requirements
Freedom from variation
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11. Product and Service Quality
Quality is the totality of features and
characteristics of a product or service that bear on
its ability to satisfy stated or implied needs. The
seller has delivered quality whenever its product
or service meets or exceeds the customers’
expectations.
- American Society for Quality
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12. Marketing helps to deliver high-
quality goods by:
correctly identifying customers’ needs
communicating customer expectations properly to product
designers;
making sure that customers’ orders are filled correctly
and on time;
checking that customers have received proper instructions,
training, and technical assistance for product usage;
staying in touch after the sale to ensure customers are and
remain satisfied;
gathering customer ideas for improvements and conveying
them to the appropriate departments.
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13. Maximizing Customer Lifetime
Value
Marketing is the art of attracting and keeping
profitable customers
Every company loses money on some of its
customers.
The well-known 80–20 rule states that 80 percent
or more of the company’s profits come from the
top 20 percent of its customers.
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14. Maximizing Customer Lifetime
Value
The least profitable 10 percent to 20 percent, on
the other hand, can actually reduce profits between
50 percent and 200 percent per account, with the
middle 60 percent to 70 percent breaking even.
The implication is that a company could improve
its profits by “firing” its worst customers.
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15. Maximizing Customer Lifetime
Value
It’s not always the company’s largest customers
who yield the most profit.
The smallest customers pay full price and receive
minimal service, but the costs of transacting with
them can reduce their profitability.
Midsize customers who receive good service and
pay nearly full price are often the most profitable
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16. Customer Profitability
A profitable customer is a person, household, or company
that over time yields a revenue stream exceeding by an
acceptable amount the company’s cost stream for
attracting, selling, and serving that customer.
Note the emphasis is on the lifetime stream of revenue and
cost, not the profit from a particular transaction.
Marketers can assess customer profitability individually,
by market segment, or by channel.
Many companies measure customer satisfaction, but few
measure individual customer profitability.
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18. Measuring Customer Lifetime
Value
Customer life time value is the present value
of the future cash flows attributed to the
customer during his/her entire relationship
with the company.
The case for maximizing long-term customer
profitability is captured in the concept of
customer lifetime value
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19. Measuring Customer Lifetime
Value
Customer lifetime value (CLV) describes the net present
value of the stream of future profits expected over the
customer’s lifetime purchases.
The company must subtract from its expected revenues the
expected costs of attracting, selling, and servicing the
account of that customer, applying the appropriate
discount rate (say, between 10 percent and 20 percent,
depending on cost of capital and risk attitudes).
Lifetime value calculations for a product or service can
add up to tens of thousands of dollars or even run to six
figures.
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20. Cultivating Customer Relationship
Customer relationship management (CRM) is the process
of carefully managing detailed information about
individual customers and all customer “touch points” to
maximize loyalty.
CRM is important because a major driver of company
profitability is the aggregate value of the company’s
customer base.
A touch point is any occasion when a customer encounters
the brand and product—from actual experience to personal
or mass communications to casual observation
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21. Cultivating Customer Relationship
For a hotel, the touch points include:
reservations,
check-in and checkout,
frequent-stay programs,
room service,
business services,
exercise facilities,
and restaurants.
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22. Attracting and Retaining Customers
Companies seeking to expand profits and sales
must invest time and resources searching for new
customers
To generate leads, they advertise in media that
will reach new prospects, send direct mail and e-
mails to possible new prospects, send their
salespeople to participate in trade shows where
they might find new leads, purchase names from
list brokers, and so on.
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23. Attracting and Retaining Customers
Different acquisition methods yield customers
with varying CLVs.
One study showed that customers acquired
through the offer of a 35 percent discount had
about one-half the long-term value of customers
acquired without any discount
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24. Attracting and Retaining Customers
It is not enough to attract new customers; the
company must also keep them and increase their
business.
Too many companies suffer from high customer
churn or defection.
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25. Attracting and Retaining Customers
To reduce the defection rate, the company
must first define and measure its retention
rate, distinguish the causes of customer
attrition and identify those that can be
managed better,
And compare the lost customer’s CLV to the
costs of reducing the defection rate.
If the cost to discourage defection is lower
than the lost profit, spend the money to try to
retain the customer.
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26. Marketing Funnel: Steps in Attracting and
Retaining Customers
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27. Customer Profitability and
Marketing Funnel
Customer profitability analysis and the marketing
funnel help marketers decide how to manage
groups of customers that vary in loyalty,
profitability, risk, and other factors.
Winning companies know
how to reduce the rate of customer defection;
increase the longevity of the customer relationship;
enhance the growth of each customer through “share of wallet,” cross-
selling, and up-selling;
make low-profit customers more profitable or terminate them;
and treat high-profit customers in a special way.
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28. Building Loyalty
Companies should strive to build loyalty for
strong, enduring connections with customers.
One set of researchers sees retention-building
activities as adding financial benefits, social
benefits, or structural ties.
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29. Building Loyalty
Marketing activities that improve loyalty and
retention:
Interact closely with customers
Develop loyalty programs
Club membership programs
Create institutional ties
Create value with brand communities
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30. Win-Backs
Regardless of how hard companies may try, some
customers inevitably become inactive or drop out.
The challenge is to reactivate them through win-
back strategies.
It’s often easier to reattract ex-customers (because
the company knows their names and histories)
than to find new ones.
Exit interviews and lost-customer surveys can
uncover sources of dissatisfaction and help win
back only those with strong profit potential.
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