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Cultura Documentos
result from product disposal (e.g., motor oil being sent into
sewage systems to save the recycling fee, or garbage piling up
at landfills) this is also an area of interest.
Consumer behavior involves services and ideas as well as
tangible products.
The impact of consumer behavior on society is also of relevance.
For example, aggressive marketing of high fat foods, or
aggressive marketing of easy credit, may have serious
repercussions for the national health and economy.
There are several units in the market that can be analyzed. Our main
thrust in this course is the consumer. However, we will also need to
analyze our own firms strengths and weaknesses and those of
competing firms. Suppose, for example, that we make a product aimed
at older consumers, a growing segment. A competing firm that targets
babies, a shrinking market, is likely to consider repositioning toward
our market. To assess a competing firms potential threat, we need to
examine its assets (e.g., technology, patents, market knowledge,
awareness of its brands) against pressures it faces from the market.
Finally, we need to assess conditions (the marketing environment). For
example, although we may have developed a product that offers great
appeal for consumers, a recession may cut demand dramatically.
Research Methods
There are two main categories of research methods. Secondary
research uses research that has already been done by someone else.
For example, marketers often find information compiled by the U.S.
Census very useful. However, in some cases, information specific
enough to satisfy a firms needs is not publicly available. For example,
a firm will have to run its own research to find out whether consumers
would prefer that more vanilla taste be added to its soft drink brand.
Original research that a firm does for itself is known as primary
research.
There is no one perfect primary research method. Each has strengths
and weaknesses, and thus the appropriate method must be selected
based on research needs.
Surveys are useful for getting a great deal of specific information.
Surveys can contain open-ended questions (e.g., "In which city and
state were you born? ____________") or closed-ended, where the
respondent is asked to select answers from a brief list (e.g., "__Male ___
Female." Open ended questions have the advantage that the
respondent is not limited to the options listed, and that the respondent
is not being influenced by seeing a list of responses. However, openended questions are often skipped by respondents, and coding them
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can be quite a challenge. In general, for surveys to yield meaningful
responses, sample sizes of over 100 are usually required because
precision is essential. For example, if a market share of twenty percent
would result in a loss while thirty percent would be profitable, a
confidence interval of 20-35% is too wide to be useful.
Surveys come in several different forms. Mail surveys are relatively
inexpensive, but response rates are typically quite lowtypically from
5-20%. Phone-surveys get somewhat higher response rates, but not
many questions can be asked because many answer options have to
be repeated and few people are willing to stay on the phone for more
than five minutes. Mall intercepts are a convenient way to reach
consumers, but respondents may be reluctant to discuss anything
sensitive face-to-face with an interviewer.
Surveys, as any kind of research, is vulnerable to bias. The wording of
a question can influence the outcome a great deal. For example, more
people answered no to the question "Should speeches against
democracy be allowed?" than answered yes to "Should speeches
against democracy be forbidden?" For face-to-face interviews,
interviewer bias is a danger, too. Interviewer bias occurs when the
interviewer influences the way the respondent answers. For example,
unconsciously an interviewer that works for the firm manufacturing the
product in question may smile a little when something good is being
said about the product and frown a little when something negative is
being said. The respondent may catch on and say something more
positive than his or her real opinion. Finally, a response bias may occur
if only part of the sample responds to a survey, the respondents
answers may not be representative of the population.
The case of "The Pentagon Declares War on Rush Limbaugh" illustrated
that biased surveys are often taken at face value. It was reported in
the national media, without question of the validity of the research,
that only 3.8% of listeners to the Armed Forces Network wanted to
listen to Rush Limbaugh. It turned out, however, that this inference was
based on the question "What single thing can we do to improve
programming?" Only if a respondent wrote in an answer mentioning
Rush Limbaugh were he or she counted as wanting to listen to Rush.
Experiments are used when the researcher wants to rule out all but
one explanation for a particular observation. Suppose, for example,
that we observe that sales of our brand increase when we send out
coupons. However, retailers may also give us better shelf space when
the coupon is out; thus, we cant tell if it was the coupon or the shelfplacement that caused sales to increasethe two variables are
confounded. In an experiment, we carefully control what varies. In this
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case, we invite in one hundred people and ask them to shop in a
simulated store. Half of the respondents are randomly selected and get
a coupon; the others do not. Since the only difference here was
whether the subjects got a coupon or not, we can be more confident
that differences in brand choice were due to the coupon. Experiments
do, however, have a serious drawback in that the consumer is removed
from his or her natural surroundings. For example, if we pay some
consumers to come into a lab and watch TV "as you normally would,"
these consumers, figuring that they are being paid, may give more
attention to the advertisements than they would at home.
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people will tend to respond more openly about "someone else." Thus,
we may ask them to explain reasons why a friend has not yet bought a
computer, or to tell a story about a person in a picture who is or is not
using a product. The main problem with this method is that it is difficult
to analyze responses.
Observation of consumers is often a powerful tool. Looking at how
consumers select products may yield insights into how they make
decisions and what they look for. For example, some American
manufacturers were concerned about low sales of their products in
Japan. Observing Japanese consumers, it was found that many of these
Japanese consumers scrutinized packages looking for a name of a
major manufacturerthe product specific-brands that are common in
the U.S. (e.g., Tide) were not impressive to the Japanese, who wanted a
name of a major firm like Mitsubishi or Proctor & Gamble. Observation
may help us determine how much time consumers spend comparing
prices, or whether nutritional labels are being consulted.
Physiological measures are occasionally used to examine consumer
response. For example, advertisers may want to measure a consumers
level of arousal during various parts of an advertisement.
Segmentation
Although the text makes references to segmentation, this issue is not
discussed explicitly in much detail. However, segmentation is
important in consumer analysis because understanding the consumer
will allow us segment the market more meaningfully.
Segmentation basically involves dividing consumers into groups such
that members of a group (1) are as similar as possible to members of
that same group but (2) differ as much as possible from members
other segments. This enables us then to "treat" each segment
differentlye.g., by:
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could be a health enthusiast who spends his time exercising. Several
firms have tried to come up with psychographic profiles of consumers.
One is the VALS project from the Stanford Research Institute (SRI).
Since most of these programs are proprietary, there is not a lot of
published research on their usefulness. However, some firms are
paying a great deal of money for these firms consulting. For example,
Merrill Lynch used VALS to change its advertising strategy. The firm had
seen a disappointing response to its advertising campaign featuring a
herd bulls used to symbolize the bull market. A lot of consumers
responded, but not the wealthier ones the firm had hoped for. By
making a very simple changesubstituting a lone bull for the herd
based on advice from SRI, the wealthier group, which wanted to "stand
apart" from the crowd, was attracted.
The second level is benefit desiredthat is, segmenting on what
someone wants rather than who he or she is. Implementing
segmentation on benefit desired is more difficult since we have to
research for each product category. The benefit, however, is that we
can now make product that matches more closely a particular
segments specific desires, and we can promote, price, and distribute it
according to the desires of the segment. This method, then, lends itself
extremely well to strong product positioningwe make a product that
offers specific benefits, and we aggressively promote this fact to
interested consumers. A drawback, however, is some efficiency is lost
in marketing communication. While we can look up which television
programs males ages twenty to thirty watch, we do not have this
information for the segment of consumers that prefers scented over
unscented handsoap.
The third level is segmentation based on behavior. Behavior here
refers to a persons response (or lack of response) to a given
treatment. For example, some consumers will switch from their
preferred brand to another one that happens to be on sale (the
"switchers,") while others will stay with the preferred brand (the
"loyals.") The trick, then, is to get as many switchers as possible to
switch to your brand (which will take some incentive, such as a cents
off coupon) while not giving this incentive to the brand loyals (who
would have bought your brand even without the discount). In practice,
segmenting on behavior can be very difficult. For example,
supermarkets spend a great deal of money to establish the "clubs" that
give price sensitive customers who are willing to go through with the
required paperwork discounts not available to the "lazier" ones that
end up paying full price. Despite this difficulty, the rewards are often
great, because we can tailor the kind of deal we give a consumer to
the minimum concession needed to get that consumer to buy our (as
opposed to a competing) product.
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Direct marketing offers exceptional opportunities for segmentation
because marketers can buy lists of consumer names, addresses, and
phone-numbers that indicate their specific interests. For example, if we
want to target auto enthusiasts, we can buy lists of subscribers to auto
magazines and people who have bought auto supplies through the
mail. We can also buy lists of people who have particular auto makes
registered.
No one list will contain all the consumers we want, and in recent years
technology has made it possible, through the "merge-purge" process,
to combine lists. For example, to reach the above-mentioned autoenthusiasts, we buy lists of subscribers to several different car
magazines, lists of buyers from the Hot Wheels and Wiring catalog, and
registrations of Porsche automobiles in several states. We then
combine these lists (the merge part). However, there will obviously be
some overlap between the different listssome people subscribe to
more than one magazine, for example. The purge process, in turn,
identifies and takes out as many duplicates as possible. This is not as
simple task as it may sound up front. For example, the address "123
Main Street, Apartment 45" can be written several wayse.g., 123
Main St., #123, or 123-45 Main Str. Similarly, John J. Jones could also be
written as J. J. Jones, or it could be misspelled Jon J. Jonnes. Software
thus "standardizes" addresses (e.g., all street addresses would be
converted into the format "123 Main St #45" and even uses phonetic
analysis to identify a likely alternative spelling of the same name.
Response rates for "good" listslists that represent a logical reason
why consumer would be interested in a productare typically quite
low, hovering around 2-3%. Simply picking a consumer out of the
phone-book would yield even lower responsesmuch less than one
percent. Keep in mind that a relevant comparison here is to
conventional advertising. The response rate to an ad placed in the
newspaper or on television is usually well below one percent
(frequently more like one-tenth of one percent). (More than one
percent of people who see an ad for Coca Cola on TV will buy the
product, but most of these people would have bought Coke anyway, so
the marginal response is low).
Culture
Culture is part of the external influences that impact the consumer.
That is, culture represents influences that are imposed on the
consumer by other individuals.
The definition of culture offered in the text is "That complex whole
which includes knowledge, belief, art, morals, custom, and any other
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capabilities and habits acquired by man person as a member of
society." From this definition, we make the following observations:
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It should be noted that there is a tendency of outsiders to a culture to
overstate the similarity of members of that culture to each other. In the
United States, we are well aware that there is a great deal of
heterogeneity within our culture; however, we often underestimate the
diversity within other cultures. For example, in Latin America, there are
great differences between people who live in coastal and mountainous
areas; there are also great differences between social classes.
Cultural rules can be categorized into three types. Formal rules carry
relatively explicit standards as to how one should behave, and
violations often carry severe sanctions. For example, in many
countries, two forms of the second pronoun (you) exist, with different
levels of deference associated with each (e.g., t and usted in Spanish
and tu and vous in SpanishGerman even has three levels!) In Japan,
senior executives will enter and leave a meeting room before
subordinates in a very deliberate manner. Informal rules, on the other
hand, are less explicit and may not carry sanctions for violation. For
example, in the U.S., most people would consider eating dinner at
10:00 p.m. weird, while this is perfectly normal in parts of Latin
American and Southern Europe. Finally, technical cultural rules involve
implicit standards as to what constitutes a good product. For example,
in India, a movie must have at least seven songs to be successful; in
the U.S., preempting the soundtrack for that amount of time would not
be desirable.
Language is an important element of culture. It should be realized that
regional differences may be subtle. For example, one word may mean
one thing in one Latin American country, but something off-color in
another. It should also be kept in mind that much information is carried
in non-verbal communication. In some cultures, we nod to signify "yes"
and shake our heads to signify "no;" in other cultures, the practice is
reversed.
Different perspectives exist in different cultures on several issues; e.g.:
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culture that incorporates elements from each will result. The "salad
bowl" metaphor, in contrast, suggests that although ethnic groups will
interact as a whole (through the whole mix of salad) and contain some
elements of the whole (through the dressing), each group will maintain
its own significant traits (each vegetable is different from the others).
The "melting pot" view suggests that one should run integrated
promotions aimed at all groups; the "salad bowl" approach suggests
that each group should be approached separately.
Subculture is often categorized on the basis of demographics. Thus, for
example, we have the "teenage" subculture and the "Cuban-American"
subculture. While part of the overall culture, these groups often have
distinguishing characteristics. An important consequence is that a
person who is part of two subcultures may experience some conflict.
For example, teenage native Americans experience a conflict between
the mainstream teenage culture and traditional Indian ways.
Values are often greatly associated with age groups because people
within an age-group have shared experiences. For example, it is
believed that people old enough to have experienced the American
Depression are more frugal because of that experience.
Regional influence, both in the United States and other areas, is
significant. Many food manufacturers offer different product variations
for different regions. Joel Garreau, in his book The Nine Nations of
North America, proposed nine distinct regional subcultures that cut
across state lines. Although significant regional differences
undoubtedly exist, research has failed to support Garreaus specific
characterizations
Demographics and Social Stratification
Demographics are clearly tied to subculture and segmentation. Here,
however, we shift our focus from analyzing specific subcultures to
trying to understand the implications for an entire population of its
makeup.
Several issues are useful in the structure of a population. For example,
in some rapidly growing countries, a large percentage of the population
is concentrated among younger generations. In countries such as
Korea, China, and Taiwan, this has helped stimulate economic growth,
while in certain poorer countries, it puts pressures on society to
accommodate an increasing number of people on a fixed amount of
land. Other countries such as Japan and Germany, in contrast,
experience problems with a "graying" society, where fewer non-retired
people are around to support an increasing number of aging seniors.
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Because Germany actually hovers around negative population growth,
the German government has issued large financial incentives, in the
forms of subsidies, for women who have children. In the United States,
population growth occurs both through births and immigration. Since
the number of births is not growing, problems occur for firms that are
dependent on population growth (e.g., Gerber, a manufacturer of baby
food).
Social class is a somewhat nebulous subject that involves stratifying
people into groups with various amounts of prestige, power, and
privilege. In part because of the pioneering influence in American
history, status differentiations here are quite vague. We cannot, for
example, associate social class with income, because a traditionally
low status job as a plumber may today come with as much income as a
traditionally more prestigious job as a school teacher. In certain other
cultures, however, stratification is more clear-cut. Although the caste
system in India is now illegal, it still maintains a tremendous influence
on that society. While some mobility exists today, social class
awareness is also somewhat greater in Britain, where social status is in
part reinforced by the class connotations of the accent with which one
speaks.
The text speaks of several indices that have been used to "compute"
social class in the United States, weighing factors such as income, the
nature of ones employment, and level of education. Taken too literally,
these indices are not very meaningful; more broadly speaking, they
illustrate the reality that social status is a complex variable that is
determined, not always with consensus among observers, by several
different variables.
Family Decision Making
The Family Life Cycle. Individuals and families tend to go through a "life
cycle." The simple life cycle goes from
child/teenager ---> young single ---> young couple* ---> full nest
---> empty nest ---> widow(er).
*
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full nest ---> single parent
This situation can result either from divorce or from the death of one
parent. Divorce usually entails a significant change in the relative
wealth of spouses. In some cases, the non-custodial parent (usually the
father) will not pay the required child support, and even if he or she
does, that still may not leave the custodial parent and children as well
off as they were during the marriage. On the other hand, in some
cases, some non-custodial parents will be called on to pay a large part
of their income in child support. This is particularly a problem when the
non-custodial parent remarries and has additional children in the
second (or subsequent marriages). In any event, divorce often results
in a large demand for:
o
Divorced parents frequently remarry, or become involved in other nonmarital relationships; thus, we may see
full nest ---> single parent ---> blended family
Another variation involves
young single ---> single parent
Here, the single parent who assumes responsibility for one or more
children may not form a relationship with the other parent of the child.
Generally, there are two main themes in the Family Life Cycle, subject
to significant exceptions:
o
Note that although a single person may have a lower income than a
married couple, the single may be able to buy more discretionary
items.
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Family Decision Making: Individual members of families often serve
different roles in decisions that ultimately draw on shared family
resources. Some individuals are information gatherers/holders, who
seek out information about products of relevance. These individuals
often have a great deal of power because they may selectively pass on
information that favors their chosen alternatives. Influencers do not
ultimately have the power decide between alternatives, but they may
make their wishes known by asking for specific products or causing
embarrassing situations if their demands are not met. The decision
maker(s) have the power to determine issues such as:
o
o
o
o
o
whether to buy;
which product to buy (pick-up or passenger car?);
which brand to buy;
where to buy it; and
when to buy.
Note, however, that the role of the decision maker is separate from
that of the purchaser. From the point of view of the marketer, this
introduces some problems since the purchaser can be targeted by
point-of-purchase (POP) marketing efforts that cannot be aimed at the
decision maker. Also note that the distinction between the purchaser
and decision maker may be somewhat blurred:
o
o
o
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for someone else. For example, the wife says that her husband can
take an expensive course in gourmet cooking if she can buy a new
pickup truck. Alternatively, a child may promise to walk it every day if
he or she can have a hippopotamus. Another strategy is reasoning
trying to get the other person(s) to accept ones view through logical
argumentation. Note that even when this is done with a sincere intent,
its potential is limited by legitimate differences in values illustrated
above. Also note that individuals may simply try to "wear down" the
other party by endless talking in the guise of reasoning (this is a case
of negative reinforcement as we will see subsequently). Various
manipulative strategies may also be used. One is impression
management, where one tries to make ones side look good (e.g.,
argue that a new TV will help the children see educational TV when it is
really mostly wanted to see sports programming, or argue that all
"decent families make a contribution to the church"). Authority
involves asserting ones "right" to make a decision (as the "man of the
house," the mother of the children, or the one who makes the most
money). Emotion involves making an emotional display to get ones
way (e.g., a man cries if his wife will not let him buy a new rap album).
Group Influences
Humans are inherently social animals, and individuals greatly influence
each other.
A useful framework of analysis of group influence on the individual is
the so called reference groupthe term comes about because an
individual uses a relevant group as a standard of reference against
which oneself is compared. Reference groups come in several different
forms. The aspirational reference group refers to those others against
whom one would like to compare oneself. For example, many firms use
athletes as spokespeople, and these represent what many people
would ideally like to be. Associative reference groups include people
who more realistically represent the individuals current equals or nearequalse.g., coworkers, neighbors, or members of churches, clubs,
and organizations. Finally, the dissociative reference group includes
people that the individual would not like to be like. For example, the
store literally named The Gap came about because many younger
people wanted to actively dissociate from parents and other older and
"uncool" people. The Quality Paperback Book specifically suggests in
its advertising that its members are "a breed apart" from conventional
readers of popular books.
Reference groups come with various degrees of influence. Primary
reference groups come with a great deal of influencee.g., members
of a fraternity/sorority. Secondary reference groups tend to have
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somewhat less influencee.g., members of a boating club that one
encounters only during week-ends are likely to have their influence
limited to consumption during that time period.
Another typology divides reference groups into the informational kind
(influence is based almost entirely on members knowledge),
normative (members influence what is perceived to be "right,"
"proper," "responsible," or "cool"), or identification. The difference
between the latter two categories involves the individuals motivation
for compliance. In case of the normative reference group, the
individual tends to comply largely for utilitarian reasonsdressing
according to company standards is likely to help your career, but there
is no real motivation to dress that way outside the job. In contrast,
people comply with identification groups standards for the sake of
belongingfor example, a member of a religious group may wear a
symbol even outside the house of worship because the religion is a
part of the persons identity.
Diffusion of Innovation
The diffusion of innovation refers to the tendency of new products,
practices, or ideas to spread among people. Usually, when new
products or ideas come about, they are only adopted by a small group
of people initially; later, many innovations spread to other people. The
bell shaped curve frequently illustrates the rate of adoption of a new
product. Cumulative adoptions are reflected by the S-shaped curve.
The saturation point is the maximum proportion of consumers likely to
adopt a product. In the case of refrigerators in the U.S., the saturation
level is nearly one hundred percent of households; it well below that
for video games that, even when spread out to a large part of the
population, will be of interest to far from everyone.
Several specific product categories have case histories that illustrate
important issues in adoption. Until some time in the 1800s, few
physicians bothered to scrub prior to surgery, even though new
scientific theories predicted that small microbes not visible to the
naked eye could cause infection. Younger and more progressive
physicians began scrubbing early on, but they lacked the stature to
make their older colleagues follow.
ATM cards spread relatively quickly. Since the cards were used in
public, others who did not yet hold the cards could see how convenient
they were. Although some people were concerned about security, the
convenience factors seemed to be a decisive factor in the "tug-of-war"
for and against adoption.
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The case of credit cards was a bit more complicated and involved a
"chicken-and-egg" paradox. Accepting credit cards was not a
particularly attractive option for retailers until they were carried by a
large enough number of consumers. Consumers, in contrast, were not
particularly interested in cards that were not accepted by a large
number of retailers. Thus, it was necessary to "jump start" the process,
signing up large corporate accounts, under favorable terms, early in
the cycle, after which the cards became worthwhile for retailers to
accept.
Rap music initially spread quickly among urban youths in large part
because of the low costs of recording. Later, rap music became popular
among a very different segment, suburban youths, because of its
apparently authentic depiction of an exotic urban lifestyle.
Hybrid corn was adopted only slowly among many farmers. Although
hybrid corn provided yields of about 20% more than traditional corn,
many farmers had difficulty believing that this smaller seed could
provide a superior harvest. They were usually reluctant to try it
because a failed harvest could have serious economic consequences,
including a possible loss of the farm. Agricultural extension agents then
sought out the most progressive farmers to try hybrid corn, also aiming
for farmers who were most respected and most likely to be imitated by
others. Few farmers switched to hybrid corn outright from year to year.
Instead, many started out with a fraction of their land, and gradually
switched to 100% hybrid corn when this innovation had proven itself
useful.
Several forces often work against innovation. One is risk, which can be
either social or financial. For example, early buyers of the CD player
risked that few CDs would be recorded before the CD player went the
way of the 8 track player. Another risk is being perceived by others as
being weird for trying a "fringe" product or idea. For example, Barbara
Mandrell sings the song "I Was Country When Country Wasnt Cool."
Other sources of resistance include the initial effort needed to learn to
use new products (e.g., it takes time to learn to meditate or to learn
how to use a computer) and concerns about compatibility with the
existing culture or technology. For example, birth control is
incompatible with strong religious influences in countries heavily
influenced by Islam or Catholicism, and a computer database is
incompatible with a large, established card file.
Innovations come in different degrees. A continuous innovation
includes slight improvements over time. Very little usually changes
from year to year in automobiles, and even automobiles of the 1990s
are driven much the same way that automobiles of the 1950 were
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driven. A dynamically continuous innovation involves some change in
technology, although the product is used much the same way that its
predecessors were usede.g., jet vs. propeller aircraft. A discontinous
innovation involves a product that fundamentally changes the way that
things are donee.g., the fax and photocopiers. In general,
discontinuous innovations are more difficult to market since greater
changes are required in the way things are done, but the rewards are
also often significant.
Several factors influence the speed with which an innovation spreads.
One issue is relative advantage (i.e., the ratio of risk or cost to
benefits). Some products, such as cellular phones, fax machines, and
ATM cards, have a strong relative advantage. Other products, such as
automobile satellite navigation systems, entail some advantages, but
the cost ratio is high. Lower priced products often spread more quickly,
and the extent to which the product is trialable (farmers did not have
to plant all their land with hybrid corn at once, while one usually has to
buy a cellular phone to try it out) influence the speed of diffusion.
Finally, the extent of switching difficulties influences speedmany
offices were slow to adopt computers because users had to learn how
to use them.
Some cultures tend to adopt new products more quickly than others,
based on several factors:
o
o
o
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It should be noted that innovation is not always an unqualifiedly good
thing. Some innovations, such as infant formula adopted in developing
countries, may do more harm than good. Individuals may also become
dependent on the innovations. For example, travel agents who get
used to booking online may be unable to process manual reservations.
Sometimes innovations are disadopted. For example, many individuals
disadopt cellular phones if they find out that they dont end up using
them much.
Perception
Background. Our perception is an approximation of reality. Our brain
attempts to make sense out of the stimuli to which we are exposed.
This works well, for example, when we "see" a friend three hundred
feet away at his or her correct height; however, our perception is
sometimes "off"for example, certain shapes of ice cream containers
look like they contain more than rectangular ones with the same
volume.
Factors in percpetion. Several sequential factors influence our
perception. Exposure involves the extent to which we encounter a
stimulus. For example, we are exposed to numerous commercial
messages while driving on the freeway: bill boards, radio
advertisements, bumper-stickers on cars, and signs and banners
placed at shopping malls that we pass. Most of this exposure is random
we dont plan to seek it out. However, if we are shopping for a car,
we may deliberately seek out advertisements and "tune in" when
dealer advertisements come on the radio.
Exposure is not enough to significantly impact the individualat least
not based on a single trial (certain advertisements, or commercial
exposures such as the "Swoosh" logo, are based on extensive
repetition rather than much conscious attention). In order for stimuli to
be consciously processed, attention is needed. Attention is actually a
matter of degreeour attention may be quite high when we read
directions for getting an income tax refund, but low when commercials
come on during a television program. Note, however, that even when
attention is low, it may be instantly escalatedfor example, if an
advertisement for a product in which we are interested comes on.
Interpretation involves making sense out of the stimulus. For example,
when we see a red can, we may categorize it as a Coke .
Webers Law suggests that consumers ability to detect changes in
stimulus intensity appear to be strongly related to the intensity of that
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stimulus to begin with. That is, if you hold an object weighing one
pound in your hand, you are likely to notice it when that weight is
doubled to two pounds. However, if you are holding twenty pounds,
you are unlikely to detect the addition of one pounda change that
you easily detected when the initial weight was one pound. You may be
able to eliminate one ounce from a ten ounce container, but you
cannot as easily get away with reducing a three ounce container to two
(instead, you must accomplish that graduallye.g., 3.0 --> 2.7 --> 2.5
--> 2.3 --> 2.15 > 2.00).
Several factors influence the extent to which stimuli will be noticed.
One obvious issue is relevance. Consumers, when they have a choice,
are also more likely to attend to pleasant stimuli (but when the
consumer cant escape, very unpleasant stimuli are also likely to get
attentionthus, many very irritating advertisements are remarkably
effective).
Surprising stimuli are likely to get more attentionsurvival instinct
requires us to give more attention to something unknown that may
require action. A greater contrast (difference between the stimulus and
its surroundings) as well as greater prominence (e.g., greater size,
center placement) also tend to increase likelihood of processing.
Learning and Memory
Background. Learning involves "a change in the content or organization
of long term memory and/or behavior." The first part of the definition
focuses on what we know (and can thus put to use) while the second
focuses on concrete behavior. For example, many people will avoid
foods that they consumed shortly before becoming ill. Learning is not
all knowledge based. For example, we may experience the sales
people in one store being nicer to us than those in the other. We thus
may develop a preference for the one store over the other; however, if
pressed, we may not be able to give a conscious explanation as to the
reason for our preference.
Much early work on learning was actually done on rats and other
animals (and much of this research was unjustifiably cruel, but that is
another matter).
Classical conditioning. Pavlovs early work on dogs was known as
classical conditioning. Pavlov discovered that when dogs were fed
meat powder they salivated. Pavlov then discovered that if a bell were
rung before the dogs were fed, the dogs would begin salivating in
anticipation of being fed (this was efficient, since they could then begin
digesting the meat powder immediately). Pavlov then found that after
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the meat had been "paired" with the meat powder enough times,
Pavlov could ring the bell without feeding the dogs and they would still
salivate.
In the jargon of classical conditioning, the meat powder was an
unconditioned stimulus (US) and the salivation was, when preceded by
the meat powder, an unconditioned response (UR). That is, it is a
biologically "hard-wired" response to salivate when you are fed. By
pairing the bell with the unconditioned stimulus, the bell became a
conditioned stimulus (CS) and salivation in response to the bell (with
no meat powder) became a conditioned response (CR).
Many modern day advertisers use classical conditioning in some way.
Consider this sequence:
Beautiful woman (US) ---> emotional arousal (UR) in males
Beautiful woman (US) + automobile (not yet CS) ---> arousal (US)
[repeated many times]
Automobile (CS) ---> arousal (CR)
(For the exam, you should be able to diagram an example given).
Operant conditioning. Instrumental, or operant, conditioning, involves a
different series of events, and this what we usually think of as learning.
The general pattern is:
Behavior ---> consequences ---> behavior is more or less likely to be
repeated
There are three major forms of operant learning. In positive
reinforcement, an individual does something and is rewarded. He or
she is then more likely to repeat the behavior. For example, you eat a
candy bar (behavior), it tastes good (consequence), and you are thus
more likely to eat a similar candy bar in the future (behavioral change).
Punishment is the opposite. You eat what looks like a piece of candy
(behavior), only to discover that it is a piece of soap with a foul taste
(consequences), and subsequently you are less likely to eat anything
that looks remotely like that thing ever again (changed behavior).
It should be noted that negative reinforcement is very different from
punishment. An example of negative reinforcement is an obnoxious
sales person who calls you up on the phone, pressuring you into buying
something you dont want to do (aversive stimulus). You eventually
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agree to buy it (changed behavior), and the sales person leaves you
alone (the aversive stimulus is terminated as a result of consequences
of your behavior).
Please note the examples of reinforcement, punishment, and negative
reinforcement on the notes handout.
In general, marketers usually have relatively little power to use
punishment or negative reinforcement. However, parking meters are
often used to discourage consumers from taking up valuable parking
space, and manufacturers may void warranties if the consumers take
their product to non-authorized repair facilities.
Several factors influence the effectiveness of operant learning. In
general, the closer in time the consequences are to the behavior, the
more effective the learning. That is, electric utilities would be more
likely to influence consumers to use less electricity at peak hours if the
consumers actually had to pay when they used electricity (e.g.,
through a coin-slot) rather than at the end of the month. Learning is
also more likely to occur when the individual can understand a
relationship between behavior and consequences (but learning may
occur even if this relationship is not understood consciously).
Another issue is schedules of reinforcement and extinction. Extinction
occurs when behavior stops having consequences and the behavior
then eventually stops occurring. For example, if a passenger learns
that yelling at check-in personnel no longer gets her upgraded to first
class, she will probably stop that behavior. Sometimes, an individual is
rewarded every time a behavior is performed (e.g., a consumer gets a
soft drink every time coins are put into a vending machine). However,
it is not necessary to reward a behavior every time for learning to
occur. Even if a behavior is only rewarded some of the time, the
behavior may be learned. Several different schedules of reinforcement
are possible:
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20% chance of getting a free hamburger. The consumer
may get a free hamburger twice in a row, or he or she may
go ten times without getting a hamburger even once.
Variable ratio reinforcement is least vulnerable to extinction.
Sometimes, shaping may be necessary to teach the consumer the
desired behavior. That is, it may be impossible to teach the consumer
to directly perform the desired behavior. For example, a consumer may
first get a good product for free (the product itself, if good, is a
reward), then buy it with a large cents off coupon, and finally buy it at
full price. Thus, we reinforce approximations of the desired behavior.
Rather than introducing Coca Cola directly in Indonesia, fruit flavored
soft drinks were first introduced, since these were more similar to
beverages already consumed.
Vicarious learning. The consumer does not always need to go through
the learning process himself or herselfsometimes it is possible to
learn from observing the consequences of others. For example, stores
may make a big deal out of prosecuting shop lifters not so much
because they want to stop that behavior in the those caught, but
rather to deter the behavior in others. Similarly, viewers may
empathize with characters in advertisements who experience (usually
positive) results from using a product. The Head n Shoulders
advertisement, where a poor man is rejected by women until he treats
his dandruff with an effective cure, is a good example of vicarious
learning.
Memory. There are two kinds of memory. When you see an ad on TV for
a mail order product you might like to buy, you only keep the phone
number in memory until you have dialed it. This is known as short term
memory. In order for something to enter into long term memory, which
is more permanent, you must usually "rehearse" it several times. For
example, when you move and get a new phone number, you will
probably repeat it to yourself many times. Alternatively, you get to
learn your drivers license or social security numbers with time, not
because you deliberately memorize them, but instead because you
encounter them numerous times as you look them up.
A special issue in memory are so called "scripts," or procedures we
remember for doing things. Scripts involve a series of steps for doing
various things (e.g., how to send a package). In general, it is useful for
firms to have their brand names incorporated into scripts (e.g., to have
the consumer reflexively ask the pharmacist for Bayer rather than an
unspecified brand of aspirin).
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Motivation, Personality, and Emotion
Perspectives on Consumer Behavior and Motivation. We considered
several perspectives on behavior as a way to understand what
motivates the consumer. Each of these perspectives suggests different
things as to what the marketer should do and what can (and cannot)
be controlled. Note that each perspective tends to contain a "grain"
oftruth and that one should not be too dogmatic in emphasizing one
over the others.
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been discredited today as being much too centered on the issue
of sex. However, this perspective enjoys a great deal of
popularity among many advertising executives. It should be
noted that Freudian psychology tends to violate the cherished
scientific ideal of parsimony, where a scientist is expected to
propose the simplest theory that will account for observed
phenomena.
Maslows Hierarchy of Needs. The late Abraham Maslow suggested the
intuitively appealing notion that humans must satisfy the most basic
objectives before they can move onto "higher level" ones. Thus, an
individual must satisfy physiological needs (such as food and liquid)
before he or she will be able to expend energy on less fundamental
objectives such as safety. Only when basic objectives have been met
will a person move on to seek such objectives as love and belonging,
and only a small minority of people make it as far as seeking selfactualization.
Maslows Hierarchy is useful in understanding different needs of
consumers across the World. However, one must be careful not to take
it too literally, since people may occasionally "swing" between needs.
For example, a homeless person who currently does not have shelter
may seek that out even though he or she is hungry.
Properties of motivation. Motivation is described through several
properties:
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30
Roses will stay in original condition for a long time --->
Significant other will appreciate the roses longer --->
Significant other will continue to love one ---> Self esteem.
The important thing in a means-end chain is to start with an attribute,
a concrete characteristic of the product, and then logically progress to
a series of consequences (which tend to become progressively more
abstract) that end with a value being satisfied. Thus, each chain must
start with an attribute and end with a value.
An important implication of means-end chains is that it is usually most
effective in advertising to focus on higher level items. For example, in
the flower example above, an individual giving the flowers to the
significant other might better be portrayed than the flowers alone.
Personality and consumer behavior. Traditional research in marketing
has not been particularly successful in finding a link between
personality and consumer behavior. Part of the problem here is that
much of the theory has been developed by clinical psychologists who
have tended to work with maladjusted people. Not surprisingly,
research that sought to predict, based on standard personality
inventories, which kinds of consumers would buy Chevrolets as
opposed to Fords was not successful.
Emotion. Emotion impacts marketing efforts in several ways. One
purpose is to get attention to a stimulus (since emotionally charged
individuals tend to be less predictable than calmer ones, there has
been an evolutionary advantage in paying attention to emotion).
Secondly, emotion influences information processing. In general, happy
people tend to scrutinize arguments given (e.g., purported benefits of
using a product) somewhat less, since they do not want to lose their
happy moods by doing too much thinking. In general, happy ads are
somewhat better liked, and may be better remembered. Empathy may
also increase liking for the ad and the sponsoring product.
Attitudes
Definition. Consumer attitudes are a composite of a consumers (1)
beliefs about, (2) feelings about, (3) and behavioral intentions toward
some object--within the context of marketing, usually a brand or retail
store. These components are viewed together since they are highly
interdependent and together represent forces that influence how the
consumer will react to the object.
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Beliefs. The first component is beliefs. A consumer may hold both
positive beliefs toward an object (e.g., coffee tastes good) as well as
negative beliefs (e.g., coffee is easily spilled and stains papers). In
addition, some beliefs may be neutral (coffee is black), and some may
be differ in valance depending on the person or the situation (e.g.,
coffee is hot and stimulates--good on a cold morning, but not good on
a hot summer evening when one wants to sleep). Note also that the
beliefs that consumers hold need not be accurate (e.g., that pork
contains little fat), and some beliefs may, upon closer examination, be
contradictory (e.g., that a historical figure was a good person but also
owned slaves).
Since a consumer holds many beliefs, it may often be difficult to get
down to a "bottom line" overall belief about whether an object such as
McDonalds is overall good or bad. The Multiattribute (also sometimes
known as the Fishbein) Model attempts to summarize overall attitudes
into one score using the equation:
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As with affect, this is sometimes a logical consequence of beliefs (or
affect), but may sometimes reflect other circumstances--e.g., although
a consumer does not really like a restaurant, he or she will go there
because it is a hangout for his or her friends.
Attitude-Behavior Consistency. Consumers often
consistently with their attitudes for several reasons:
o
do
not
behave
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effect, tend to be better liked--that is, the more a product is advertised
and seen in stores, the more it will generally be liked, even if
consumers to do not develop any specific beliefs about the product.
Changing behavior. People like to believe that their behavior is
rational; thus, once they use our products, chances are that they will
continue unless someone is able to get them to switch. One way to get
people to switch to our brand is to use temporary price discounts and
coupons; however, when consumers buy a product on deal, they may
justify the purchase based on that deal (i.e., the low price) and may
then switch to other brands on deal later. A better way to get people to
switch to our brand is to at least temporarily obtain better shelf space
so that the product is more convenient. Consumers are less likely to
use this availability as a rationale for their purchase and may continue
to buy the product even when the product is less conveniently located.
(Notice, by the way, that this represents a case of shaping).
Changing beliefs. Although attempting to change beliefs is the obvious
way to attempt attitude change, particularly when consumers hold
unfavorable or inaccurate ones, this is often difficult to achieve
because consumers tend to resist. Several approaches to belief change
exist:
o
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that peoples feelings are being exploited. Fear appeals appear to work
only if (1) an optimal level of fear is evoked--not so much that people
tune it out, but enough to scare people into action and (2) a way to
avoid the feared stimulus is explicitly indicated--e.g., gingivitis and
tooth loss can be avoided by using this mouth wash. Humor appears to
be effective in gaining attention, but does not appear to increase
persuasion in practice. In addition, a more favorable attitude toward
the advertisement may be created by humorous advertising, which
may in turn result in increased sales. Comparative advertising, which is
illegal in many countries, often increases sales for the sponsoring
brand, but may backfire in certain cultures.
Self-Concept, Situational Influences, and Lifestyle
The self-concept. The consumer faces several possible selves. The
actual self reflects how the individual actually is, although the
consumer may not be aware of that reality (e.g., many anorexic
consumers who are dangerously thin believe that they are in fact fat).
In contrast, the ideal self reflects a self that a person would like to
have, but does not in fact have. For example, a couch potato may want
to be a World famous athlete, but may have no actual athletic ability.
The private self is one that is not intentionally exposed to others. For
example, a police officer may like and listen to rap music in private,
but project a public self-image of a country music enthusiast, playing
country songs at work where police officers are portrayed as heroes.
The key here is to keep in mind which kind of self we are trying to
reach in promotional messages. If we appeal to the hidden self, for
example, we must be careful to make our appeals subtle and hint, if
appropriate, on how the individuals confidentiality and privacy can be
enhanced.
Individuals will often seek to augment and enhance their self concepts,
and it may be possible to market products that help achieve this goal.
For example, a successful attorney may want to wear (in politically
correct terms) cowchild boots and a cowchild hat to bring home an
image as a ranch enthusiast.
Lifestyles. Self-concept often translates into a persons lifestyle, or the
way that he or she lives his or her life. For example, a person may be
very materialistic, preferring to wear flashy clothes and drive
expensive cars, or prefer instead a simpler life with fewer visible status
symbols. Attempts have been made to classify consumers into various
segments based on their lifestyles. The Values and Lifestyle (VALS)
Project, developed by the Stanford Research Institute (SRI), attempts to
classify people based on a combination of values and resources. Thus,
for example, both "Achievers" and "Strivers" want public recognition,
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but only the Achievers have the resources to bring this about. A global
analogue is the Global Scan.
Situational influences. Specific circumstances often influence consumer
behavior. For example, consumers in a rush are likely to take the most
convenient product available. Consumers whose attention is demanded
elsewhere are likely to disregard commercial messages. Consumers
shopping for a special occasion (e.g., a wedding) may buy different
products.
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Creating problems for consumers is a way to increase sales, albeit a
questionably ethical one. One way to create new problems, and
resultant needs, is to create a new ideal state. This is often done quite
arbitrarily in the fashion industry, as skirt lengths and the appropriate
number of buttons on a suit often change arbitrarily up and down. It
may also be possible to create dissatisfaction with current states--e.g.,
a firm may publicize current crime statistics to increase the sales of
handguns and alarms. Many vocational training schools advertise that
better careers than the consumers current one are available upon
graduation (a promise on which, by the way, they may not deliver in
the end).
There are two main approaches to search. Internal searches are based
on what consumers already know. Thus, it may be important for certain
firms to advertise to consumers before they actually need the product.
For example, one bail bond company advertised its existence to people
"in case you ever find yourself in jail." As another example, if you
decide to go out for fast food, you may not consult any directories, but
instead search your memory for fast food restaurants conveniently
located. A problem is that some excellent ones which are not
remembered, or have never been heard of, are not considered.
External searches get people to either speak to others (getting
information by word of mouth) or use other sources (such as
advertisements now sought out or yellow page listings). Because the
yellow pages are often the first place to which people turn, this
medium is able to charge very large advertising rates.
Consumers often do not consider all alternatives. Some are not known
(the "unawareness" set), some were once known but are not readily
accessible in memory (the "inert" set), others are ruled out as
unsatisfactory (the "inept" set--e.g., Glad bags attempts to get
"bargain bags" into that set), and those that are considered represent
the "evoked" set, from which one alternative is likely to be purchased.
The amount of effort a consumer puts into searching depends on a
number of factors such as the market (how many competitors are
there, and how great are differences between brands expected to be?),
product characteristics (how important is this product? How complex is
the product? How obvious are indications of quality?), consumer
characteristics (how interested is a consumer, generally, in analyzing
product characteristics and making the best possible deal?), and
situational characteristics (as previously discussed).
Two interesting issues in decisions are variety seeking (where
consumers seek to try new brands not because these brands are
expected to be "better" in any way, but rather because the consumer
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wants a "change of pace," and "impulse" purchases. Impulse purchases
are, generally speaking, unplanned, but represent a somewhat fuzzy
group. For example, a shopper may plan to buy vegetables but only
decide in the store to actually buy broccoli and corn. Alternatively, a
person may buy an item which is currently on sale, or one that he or
she remembers that is needed only once inside the store (remember
the Wal-Mart article).
Several different strategies for influencing consumer decision making
are discussed in the text on pp. 537-541.
Consumer Outlet Selection
Retail evolution and consumer choice. For many products, consumers
frequently have numerous choices as to where they are going to
actually obtain the product. Although we are used to thinking of buying
automobiles only from dealerships, for example, it is today possible to
buy them through brokers or fleet sales organizations that may both
(1) offer a lower price and/or (2) provide the help of a neutral third
party which does not have a vested interest in the sales of one make
over the other.
In general, the evolution of diversity in the retail scene has provided
consumers with more choice. In the old days, most consumers had
access only to "general" stores for most products. Gradually, in urban
environments, specialty and discount stores evolved. Today, a
consumer may generally choose to buy most products either at a
relatively high price, frequently with a significant amount of service, in
a specialty store, or with lower service in a discount store. A special
case of the discount store is the category killer--a store that tends to
specialize in some limited area (e.g., electronics), lacking the breadth
of a traditional discount store often undercutting the traditional
discount store on price (which they are able to do because of the
bargaining power that results from high buying volumes of a narrow
assortment of merchandise from the same manufacturer).
"At home" shopping and electronic commerce. During the last several
decades, the incidence of "at home" shopping has increased. The
growth of catalog sales can be traced to advances in computer
technology and subsequent list availability (as we discussed in the
section of direct marketing segmentation methods). A more recent
development is Internet based marketing. Although sales are modest in
this domain at the moment, it is too early to judge the total potential of
this medium. Although many of the concerns that consumers hold
about computer crime tend to be exaggerated and/or largely
unwarranted, public fears are a major holdback. Another problem is the
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demographics of computer and Internet use--the majority of U.S.
consumers, and certainly the great majority of residents of even highly
industrialized countries, are not regular Internet users. Certain
products specifically aimed at heavy Internet users (e.g., records,
software) and products/services that require a high level of
customization (e.g., airline tickets) may find good opportunities. An
interesting problem with Internet commerce, which may well have
spillover effects outside the realm of the Net, is the relative ease with
which consumers may compare prices of different retailers, resulting in
intense price competition. Note that recent legislation has limited
taxation of Internet sales in the U.S., in a sense attempting to "jump
start" this innovation.
Store positioning. Positioning of retail stores is essential. In general,
stores which excel on a significant dimension seem to perform better-for example, Nordstroms excels through its intense customer service,
while Wal-Mart excels through its efficiency and low prices. (In a course
on marketing strategy or retailing, you will probably discuss the issue
of the importance of balanced markets--it is healthier if different firms
have different strategies, so that everyone will not be competing
intensely on the same variables). Stores which fall somewhere in
between--e.g., Sears--tend to do less well since they get "stuck in the
middle" and have to compete against both. Obviously, there is a limit
to how strongly you can move toward one extreme. For example, if
Nordstrom were to double its prices and even double its service, that
position would be untenable, and certain extreme discount stores that
offer lower prices than Wal-Mart tend not to be successful because
they are ultimately not satisfactory to consumers.
Public Policy Issues
Throughout the term, we have considered marketing practices which
may harm consumers. Two main issues are (1) deceptive marketing
practices (such as misleading advertising) and (2) the marketing of
dangerous or otherwise harmful products (e.g., tobacco). The following
are some ethical problems that occur in marketing, and the question
arises as to which, if any, kind of government intervention is
appropriate:
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Prepare To Succeed
1.
Managing Expectations
2.
Building Rapport
2.
3.
Building Trust
3.
Mastering Time
4.
Setting Goals
4. Managing
Overwhelming Workloads
5.
Mapping Strategy
5.
Resilient Relationships
6.
6.
Managing Change
7.
Coaching Tactics 1: Beacon, Radar,
Re-Energize
7.
8.
Coaching Tactics 2: Patience, Flexible, 8. Important But Not
Honest Self-Perception
Urgent
9.
Coaching Tactics 3: Confrontation,
Selling, Push The Envelope
9. Perseverance and
Tenacity
11. Surrender
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Solution
19. Team Design
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Researchers have concluded our largely unconscious, sensory-emotive
reactions shape everything about us - including how we relate to
companies, how we interpret advertising and how we respond to both
products and services.
We sense before we think.
This has even been proven in the jungles of New Guinea, where a
professor spent about 10 years, beginning in 1965, looking at
videotapes and photographs to make sure it works.
Our hearts make decisions, within three seconds of us eyeing the
products, and then our brains find reasons to rationalize those
decisions, Hill said.
That is the meaning of "love at the first sight."
Hill has advocated and used those scientific findings. He established, in
1998, Sensory Logic Inc, based on the theory, and, through practice,
related the findings to marketing strategies.
He contends marketing research based on customers' verbal replies do
not provide accurate results. That argument is hard to refute,
especially considering more than 80 per cent of humans'
communications are non-verbal.
"For conventional research, you have to do a lot of double checking to
make sure it works, because people lie, for good or bad reasons," Hill
said.
They might not realize they are lying, because many people often have
trouble using words to express themselves, he added.
With that in mind, Hill developed a new research method. He placed
cameras in stores and videotaped customers' gut reactions. He also
studied muscle movements, facial expressions and core emotions such as happiness, sadness, surprise, anger, fear and contempt.
"People may control their mouths, but not their eyes and foreheads."
Hill's ideas and method are gaining in popularity, and CEOs (chief
executive officers) are turning to him.
"They do not want to waste their money," he explained.
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In other words, these bosses do not want to double-check results
obtained through conventional, verbal research methods.
Hill has secured several big-name clients - including Target, the No 2
retailer in the United States, after Wal-Mart; Toyota; General Motors;
and Cannon.
Now, he is promoting - in partnership with Shanghai-based CrossBridge Consulting Co Ltd - his system in China.
"Companies in China will warmly embrace Hill's method," said Nicholas
Read, Cross-Bridge's chairman and CEO.
Many multinational firms in China are trying to do what was successful
in Europe and the United States, Read added.
But, he continued, there are two problems: First, the method they are
using was designed for another country; and second, the method was
based on rational marketing, not emotional marketing.
"The heart is the boss of your mind, and people always make rational
choices, but for emotional reasons," Read said.
In China, for example, an increasing number of people are buying
houses and cars that they cannot afford, Read said.
But, he added, they love such items, and they tend to think, "Oh, I will
become richer and richer."
Another reason Hill's method will be effective in China is Chinese
people bend over backwards to save face, and prevent others from
losing face. Chinese are good at telling good lies, to avoid sparing
others' feelings.
During face-to-face surveys, respondents tend to say "yes," even
though their bodies say "no."
Read said Hill's method is more likely to guarantee accurate answers to
surveys, while the traditional method is more apt to provide skewed
results.
Generally with surveys there are small differences between choices,
but we ensure much larger separations, Hill said.
Hill's sensory-emotive marketing method can also help in designing
stores, products, packaging and advertising.
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(Business Weekly 11/02/2004 page18)
Persuasive Marketing Writing Involves Emotions
Goal of Persuasive Marketing Writing
Persuasive Marketing Writing goes far beyond common marketing
communications or public relations. Persuasive Marketing Writing is
more than writing well. Persuasive Marketing Writing
convinces and instigates action.
Persuasive Marketing Writing is initially based on insights gained
from neurophysiology. In addition, it also uses insights from
psychology, sociology, anthropology and economics. Persuasive
Marketing Writing addresses the questions "why", "what", and
"how" while common marketing communication responds to the
question "what."
To convince, Persuasive Marketing Writing addresses the
Fundamental Elements of Persuasion to match conscious and
unconscious needs with solutions. Persuasive Marketing Writing
also guides the reader and instigates action.
Persuasion and Neurophysiology
Persuasion is deeply linked with the physiology of our brain.
Throughout its evolution, the human brain has acquired three
components that progressively appeared and became superposed:
the brainstem, the limbic system, and the cerebral cortex.
The cerebral cortex is the outermost layer of
the cerebral hemisphere. Cortices are
asymmetrical. Both hemispheres are able to
analyze sensory data, perform memory
functions, learn new information, form thoughts
and make decisions.
The limbic system is responsible for emotions
and feelings like anger, fright, passion, love,
hate, joy and sadness. Information retention
and long-term memory are stimulated by the
firing of the amygdala, which performs a key
role in processing nearly all emotional events.
Emotions help deciding what to pay attention
to, which messages someone will ultimately
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remember.
The brainstem is responsible for body functions
necessary for survival (breathing, digestion,
heart rate, blood pressure) and for arousal
(being awake and alert).
Fundamental Elements of Persuasion
Three elements need to be satisfied to convince the reader of a
statement:
1. Content or "What is the message":
The message is based on the positioning statement, the
strategic approach and the evidence to support your
message. This is the traditional approach used for marketing
writing and communications. Content addresses the cerebral
cortex of the brain. A reader learns new information; analyses
and compares information; makes decisions and stores the
information.
2. Credibility of the writer and message:
Readers filter messages depending on their perception of the
credibility of the author or message. The more credible the
writer, the more information passes the filter to the cerebral
cortex, where the message is analyzed, compared and so on.
This absorption filter implies trust, which is an emotion.
Hence, a message needs to go through the limbic system to
be treated in the cerebral cortex.
Credibility of the writer and message is fundamental for
persuasion. Messages that seem to mislead will close the
absorption filter for an extended period of time. Hence,
credibility implies that the message must be truthful and
straight forward.
3. Emotional Involvement of the Reader:
To be persuasive, a message has to go through the limbic
system. As we have seen, trust is the gatekeeper for
information passed to the cerebral cortex. Emotions tell the
reader when to pay attention. Furthermore, emotions are
processed faster than logical thought and have the final say
CNB Joe Arun SJ
47
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