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Understanding Consumer Behaviour & Attitudes
Understanding Consumer Behaviour & Attitudes
Understanding Consumer Behaviour & Attitudes
Opinion
Culture Occupation Perception
leadership
Attitude
According to Kotler’s definition, learning involves
changes in an individual’s behavior arising out of
the experience. Most of the human behavior is
learned over time, out of the experience.
Features of consumer learning :
Consumer learning is a process. A process which
continually changes and acquires new
knowledge.
knowledge can be obtained from reading,
discussing, observing, thinking, etc.
Newly acquired knowledge or personal
experience, both serves as a feedback.
Motivation
Cues
Response
Reinforcement
Consumers process information from the
stimulus they receive in various forms. This
processing helps to buy products of their need
and liking. The 5 major ways they use for
information derived from their environment :
They stand and evaluate products and services.
They attempt to justify previous product choices.
To decide whether to buy or postpone the
decision.
To satisfy a need from the products available
from the market.
To serve as a reminder to purchase products
which must be replenished.
Process through which consumers are :
Exposed to information
Attend to it
Comprehend it
Place it in memory
Retrieve it for later use
Perception
Exposure stage
Attention stage
Comprehension stage
Consumer Involvement
Opinion leaders are generally people who
have the ability to influence others.
They usually have deeper expertise in a
certain area, and are often looked to for help
in making consumer decisions.
Opinion leaders not only imagine for
themselves, but also imagine for their
followers.
Marketers often work with celebrities and
their agencies to determine the optimum time
to post, as well as guiding content.
Characteristics :
Credible source of information
Provision of both positive & negative Product/
service information
Source of information & advice
High level of involvement & interest
Influential & persuasive
Limitations :
Difficult to identify
Characteristics are subject to change
During the last five years, the spread of social
media has further changed buying and selling
techniques.
With platforms like Facebook, Twitter and
YouTube, consumers are able to comment on
their experiences with products and companies
and to share them with their friends
This has led to the growing need for companies
to generate positive customer experiences
The existence of social media and the changes in
options has also had a dramatic effect on the
buying behavior model