A project of Research on Customer Buying Behavior

1. Customer Buying Behavior
Research Assignment

2. MUHAMMAD RIZWAN
M14BBA042

3. The mostThe most
important thing isimportant thing is
to forecast whereto forecast where
customers arecustomers are
moving, and be inmoving, and be in
front of them.front of them.

4. Chapter 4 Version 3e 4
Customer Behavior
1. Process to make
purchase decisions
as well as
2. To use and dispose of
goods or services
11

5. • Routine Behavior
• Buying Occasionally
• Complex decision
making
• Impulse Buying
Behavior
Types of Customers
Buying Behavior
11

6. • Loyal Customers
• Discount Customers
• Impulsive Customers
• Need Based
Customers
• Wandering
Customers
Types of Customers
11

7. • Understand the psychology
• Understand the Culture &
Env.
• Knowledge of Customers
• Understand the buying
capacity
• Und. Individual and in Group
How to study Customers
11

8. ABID HUSSAIN
M14BBA036

9. • Economics: Human is a rational buyer who
wants to take maximum utility out of
fixed/minimum price.
• Psychology: Acc. To psychology any human
activity is directed towards meeting certain
needs. ( maslow`s Need Hierarchy)
• Sociology & anthropology: Effect of reference
group, society, role in society, etc.
Influence of Social Sciences
on Consumer Behavior
11

10. Cultural
1.Culture
2. Sub-
Culture
3. Social
Class
Cultural
1.Culture
2. Sub-
Culture
3. Social
Class
Social
1.Reference
Groups
2.Family
3.Roles &
Status
Social
1.Reference
Groups
2.Family
3.Roles &
Status
Personal
1.Age & Life-
Cycle Stage
2.Occupation
3. Economic
Situation
4.Lifestyle
Personality &
Self-Concept
Personal
1.Age & Life-
Cycle Stage
2.Occupation
3. Economic
Situation
4.Lifestyle
Personality &
Self-Concept
Psychological
1.Motivation
2.Perception
3. Learning
Psychological
1.Motivation
2.Perception
3. Learning
Factors Influencing
Consumer Behavior
11

11. Safety needs
(security, protection)
Safety needs
(security, protection)
2
Esteem needs
(self-esteem, recognition)
Esteem needs
(self-esteem, recognition)
4
Self-
actualization
(self-development
and realization)
Self-
actualization
(self-development
and realization)
5
Maslow’s Hierarchy
of Needs
11

12. Adoption process : Is the mental
process an individual goes through from
first learning about an innovation to final
regular use.
• Stages in the process include:
Consumer Adoption Process
11

13. Chapter 4 Version 3e 13
Post purchase BehaviorPost purchase Behavior
PurchasePurchase
Evaluation of AlternativesEvaluation of Alternatives
Information SearchInformation Search
Need RecognitionNeed Recognition
Cultural, Social,Cultural, Social,
Individual andIndividual and
PsychologicalPsychological
Factors affectFactors affect
all stepsall steps
Cultural, Social,Cultural, Social,
Individual andIndividual and
PsychologicalPsychological
Factors affectFactors affect
all stepsall steps
22Consumer Decision Making
Process
11

14. WAQAS AHSAN
M14BBA041

15. Consumer Behavior has changed in
digital age
Research on Consumer
Behavior
11
1.Online Reviews Impact 67% of Respondents’ Purchasing
Decisions
2.28% of All Online Activity is Spent on Social Networks
3.American Adults Now Spend 5.5 Hours a Day Viewing
Video Content
4.Millennial Consumers Trust Their Peers Over Ads
5.85% of Shopify Sales Generated by Social Media Happen
on Facebook
6.The End of Conspicuous Branding: Consumers Don’t
Want to Wear Their Favorite Brands Anymore

16. How technology is changing consumer behavior?
Research on Consumer
Behavior
11
1.Smart devices offer consumers convenience and
peace of mind
2.Wearables shape consumer lifestyle—and save
businesses money
3.Fulfillment solutions drive seamless customer
experience
4.Ad blockers allow consumers to avoid
unwanted ads

17. Trends that changed consumer behavior in
2016
Research on Consumer
Behavior
11
A. Automated creation
B. Curated dining
C. Resource sharing and community
building
D. Streamlined feedback
E. Recognition purchasing

18. Research on Consumer
Behavior
11
Trends that changed consumer behavior in
2016
1. It flooded with more digital content than ever before
2. 140 million people, or 58% now blocking ads
3. Consumers have the power to unsubscribe and
disengage.
4. Customers expect a consistent and personalized
experience

19. Research on Consumer
Behavior
11
Trends that changed consumer behavior in
2016
5. Today's consumers are using devices to access the
Web, search for information, make purchases.
6. Customer expectations forcing marketers to keep
the customer experience as top priority.
7. Customer behavior doesn't change drastically.

20. Trends that changed consumer behavior in
2016
References of Research
11
oDominic Kinnon, President, Global Customer Experience Solutions, SDL
oCharles Nicholls, SVP of Product Strategy and Marketing Solutions, SAP
Hybris
oJulie Ginches, CMO, Kahuna
oJon Gold, Director, Web Strategy and Design, Blackboard
oBill Muller, CMO, Visual IQ
oMayur Anadkat, VP of Product Marketing, Five9
oJim Eustace, Cofounder and CEO, Get Smart Content
oLisa LaCour, VP, Head of Global Marketing, Outbrain
oPatrick Salyer, CEO, Gigya
oGreg Peters, CEO, INFORM