1. Copyright © 2015 Pearson Education Chapter 1

2. Copyright © 2015 Pearson EducationSlide 2 of 26 Chapter 1 Learning Objectives 1.1 To understand the evolution of the marketing concept, the most prominent tools used to implement marketing strategies, the relationship between value and customer retention, and the objectives of socially responsible marketing. 1.2 To understand how the Internet and related technologies improve marketing transactions by adding value that benefits both marketers and customers. 1.3 To understand the interrelationships among customer value, satisfaction, and retention, and technology’s revolutionary role in designing effective retention measures and strategies. 1.4 To understand consumer behavior as an interdisciplinary area, consumer decision-making, and the structure of this book.

3. Copyright © 2015 Pearson EducationSlide 3 of 26 How can a car help express its owners’ characteristics?

4. Copyright © 2015 Pearson EducationSlide 4 of 26 Learning Objective 1.1 1.1 To understand the evolution of the marketing concept, the most prominent tools used to implement marketing strategies, the relationship between value and customer retention, and the objectives of socially responsible marketing.

5. Defined Copyright © 2015 Pearson EducationSlide 5 of 26 The essence of marketing consists of satisfying consumers’ needs, creating value, and retaining customers. Marketing Concept

6. Copyright © 2015 Pearson EducationSlide 6 of 26 How does Classico’s ad relate to the marketing concept? Marketing Concept Application

7. Copyright © 2015 Pearson EducationSlide 7 of 26 Development of the Marketing Concept Production Concept Product Concept Selling Concept Marketing Concept

8. Copyright © 2015 Pearson EducationSlide 8 of 26 Consumer Research Market Segmentation, Targeting and Positioning The Marketing Mix (4 Ps) – Product or service – Price – Place – Promotion Marketing Concept Requirements

9. Copyright © 2015 Pearson EducationSlide 9 of 26 What is the societal marketing concept? Socially Responsible Marketing

10. Copyright © 2015 Pearson EducationSlide 10 of 26 1.2 To understand how the Internet and related technologies improve marketing transactions by adding value that benefits both marketers and customers. Learning Objective 1.2

11. Copyright © 2015 Pearson EducationSlide 11 of 26 Consumers Have Embraced Technology

12. Copyright © 2015 Pearson EducationSlide 12 of 26 Specialized information exchanges and cookies Consumer access to information; product comparisons Behavior Information and Targeting

13. Copyright © 2015 Pearson EducationSlide 13 of 26 How does technology affect the Marketing Mix? Provide examples: Interactive and novel communication channels Customizing products and promotional messages Better prices and distribution Discussion Question

14. Copyright © 2015 Pearson EducationSlide 14 of 26 1.3 To understand the interrelationships among customer value, satisfaction, and retention, and technology’s revolutionary role in designing effective retention measures and strategies. Learning Objective 1.3 Successful Relationships Customer value High level of customer satisfaction Customer retention

15. Copyright © 2015 Pearson EducationSlide 15 of 26 Successful Relationships Customer Value Customer Satisfaction Customer Retention Defined as the ratio between the customer’s perceived benefits and the resources used to obtain those benefits Perceived value is relative and subjective Developing a value proposition is critical Value, Satisfaction, and Retention

16. Copyright © 2015 Pearson EducationSlide 16 of 26 Discussion Questions How does McDonald’s create value for the consumer? How do they communicate this value?

17. Copyright © 2015 Pearson EducationSlide 17 of 26 Successful Relationships Customer Value Customer Satisfaction Customer Retention The individual's perception of the performance of the product or service in relation to his or her expectations. Customer groups based on loyalty include loyalists, apostles, defectors, terrorists, hostages, and mercenaries Value, Satisfaction, and Retention

18. Copyright © 2015 Pearson EducationSlide 18 of 26 Successful Relationships Customer Value Customer Satisfaction Customer Retention The objective of providing value is to retain highly satisfied customers. Loyal customers are key – They buy more products – They are less price sensitive – Servicing them is cheaper – They spread positive word of mouth Value, Satisfaction, and Retention

19. Copyright © 2015 Pearson EducationSlide 19 of 26 For Discussion: Provide two examples where brands used technology to engage consumers/enhance customer relationships. Provide two examples where technology was used to add value to the consumer. Technology and Customer Relationships

20. Copyright © 2015 Pearson EducationSlide 20 of 26 Customer Profitability-Focused Marketing Tracks costs and revenues of individual consumers Categorizes them into tiers based on consumption behavior A customer pyramid groups customers into four tiers PlatinumGoldIronLead

21. Copyright © 2015 Pearson EducationSlide 21 of 26 Profitability-Focused Segmentation

22. Copyright © 2015 Pearson EducationSlide 22 of 26 What is the difference between emotional and transactional bonds? Identify and describe four of the eleven determinants of customer satisfaction with online merchants. Characterize each selected determinant as primarily driven by emotion or stemming from the mechanics of the transaction. Discussion Questions

23. Copyright © 2015 Pearson EducationSlide 23 of 26 Why is Internal Marketing Important?

24. Copyright © 2015 Pearson EducationSlide 24 of 26 1.4 To understand consumer behavior as an interdisciplinary area, consumer decision- making, and the structure of this book. Learning Objective 1.4 Psychology Communication Anthropology Sociology

25. Copyright © 2015 Pearson EducationSlide 25 of 26 Inputs – Firm marketing efforts – Sociocultural influences Process – Psychological factors – Need Recognition, Decision Type, Prepurchase Search, Evaluation of Alternatives – Learning Outputs – Purchase – Post-purchase evaluation Consumer Decision Making

26. Copyright © 2015 Pearson EducationSlide 26 of 26 Consumer Decision Making

27. Copyright © 2015 Pearson EducationSlide 27 of 26 All rights reserved. No part of this publication may be reproduced, stored in a retrieval system, or transmitted, in any form or by any means, electronic, mechanical, photocopying, recording, or otherwise, without the prior written permission of the publisher. Printed in the United States of America. Copyright © 2015 Pearson Education Copyright © 2015 Pearson Education