1. Consumer Behavior, Internet Marketing, and Advertising Kingdom of Saudi Arabia Ministry of Higher Education Al-Imam Muhammad bin Saud Islamic University College of Computer and Information Sciences Information Systems Department

2. Copyright © 2010 Pearson Education, Inc. Publishing as Prentice Hall 1.Describe the factors that influence consumer behavior online. 2.Understand the decision-making process of consumer purchasing online. 3.Describe segmentation and how companies are building one-to-one relationships with customers. 4.Explain how consumer behavior can be analyzed for creating personalized services. 5.Discuss the issues of e-loyalty and e-trust in electronic commerce (EC). 6.Describe consumer market research in EC. 4-1

3. Copyright © 2010 Pearson Education, Inc. Publishing as Prentice Hall 7.Describe the objectives of Web advertising and its characteristics. 8.Describe the major advertising methods used on the Web. 9.Describe various online advertising strategies and types of promotions. 10.Describe permission marketing, ad management, localization, and other advertising-related issues. 11.Relate Web 2.0 and social networks to Internet market research and advertising. 4-2

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5. Copyright © 2010 Pearson Education, Inc. Publishing as Prentice Hall A GENERIC PURCHASING-DECISION MODEL – Five major phases: Need identification Information search – product brokering Deciding what product to buy – merchant brokering Deciding from whom (from what merchant) to buy a product Alternative evaluation Purchase and delivery Postpurchase behavior 4-4

6. Copyright © 2010 Pearson Education, Inc. Publishing as Prentice Hall CUSTOMER DECISION SUPPORT IN WEB PURCHASING PLAYERS IN THE CONSUMER DECISION PROCESS – Initiator – Influencer – Decider – Buyer – User 4-5

7. Copyright © 2010 Pearson Education, Inc. Publishing as Prentice Hall FROM MASS MARKETING TO ONE-TO-ONE MARKETING – Mass Marketing and Advertising – market segmentation The process of dividing a consumer market into logical groups for conducting marketing research and analyzing personal information – one-to-one marketing (relationship marketing) Marketing that treats each customer in a unique way 4-6

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10. Copyright © 2010 Pearson Education, Inc. Publishing as Prentice Hall personalization The matching of services, products, and advertising content with individual consumers and their preferences user profile The requirements, preferences, behaviors, and demographic traits of a particular customer cookie A data file that is placed on a user’s hard drive by a remote Web server, frequently without disclosure or the user’s consent, which collects information about the user’s activities at a site 4-9

11. Copyright © 2010 Pearson Education, Inc. Publishing as Prentice Hall CUSTOMER LOYALTY – e-loyalty Loyalty : Degree to which a customer will stay with a specific vendor or brand Customer loyalty to an e-tailer or loyalty programs delivered online or supported electronically SATISFACTION IN EC – Satisfaction is one of the most important success measures in the B2C online environment TRUST IN EC – trust The psychological status of willingness to depend on another person or organization 4-10

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14. Copyright © 2010 Pearson Education, Inc. Publishing as Prentice Hall – Observing Customers’ Movements Online transaction log A record of user activities at a company’s Web site clickstream behavior Customer movements on the Internet Web bugs Tiny graphics files embedded in e-mail messages and in Web sites that transmit information about users and their movements to a Web server 4-13

15. Copyright © 2010 Pearson Education, Inc. Publishing as Prentice Hall spyware Software that gathers user information over an Internet connection without the user’s knowledge clickstream data Data that occur inside the Web environment; they provide a trail of the user’s activities (the user’s clickstream behavior) in the Web site Web mining Data mining techniques for discovering and extracting information from Web documents; explores both Web content and Web usage 4-14

16. Copyright © 2010 Pearson Education, Inc. Publishing as Prentice Hall LIMITATIONS OF ONLINE MARKET RESEARCH – Accuracy of responses – Loss of respondents because of equipment problems – The ethics and legality of Web tracking – The difficulty in obtaining truly representative samples – The lack of understanding of the online communication process and how online respondents think and interact in cyberspace 4-15

17. Copyright © 2010 Pearson Education, Inc. Publishing as Prentice Hall HOW TO OVERCOME THESE LIMITATIONS – Identify the intended target audience or demographic so that the right kind of sampling can be performed – Anonymity for target respondents may encourage them to be more truthful in their opinions – Concerns about the security of the information transmitted should be minimized – Companies may outsource their market research to large and experienced companies that have specialized market research departments and expertise 4-16

18. Copyright © 2010 Pearson Education, Inc. Publishing as Prentice Hall Advertising is an attempt to disseminate information in order to affect buyer–seller transactions – In traditional marketing, advertising was impersonal, one-way mass communication that was paid for by sponsors interactive marketing Online marketing, facilitated by the Internet, by which marketers and advertisers can interact directly with customers, and consumers can interact with advertisers/vendors 4-17

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20. Copyright © 2010 Pearson Education, Inc. Publishing as Prentice Hall The Advertising Cycle – ad views The number of times users call up a page that has a banner on it during a specific period; known as impressions or page views – button A small banner that is linked to a Web site; may contain downloadable software – page An HTML (Hypertext Markup Language) document that may contain text, images, and other online elements, such as Java applets and multimedia files; may be generated statically or dynamically 4-19

21. Copyright © 2010 Pearson Education, Inc. Publishing as Prentice Hall – click (click-through or ad click) A count made each time a visitor clicks on an advertising banner to access the advertiser’s Web site – CPM (cost per thousand impressions) The fee an advertiser pays for each 1,000 times a page with a banner ad is shown – conversion rate The percentage of clickers who actually make a purchase 4-20

22. Copyright © 2010 Pearson Education, Inc. Publishing as Prentice Hall – click-through rate The percentage of visitors who are exposed to a banner ad and click on it – click-through ratio The ratio between the number of clicks on a banner ad and the number of times it is seen by viewers; measures the success of a banner in attracting visitors to click on the ad – hit A request for data from a Web page or file 4-21

23. Copyright © 2010 Pearson Education, Inc. Publishing as Prentice Hall – visit A series of requests during one navigation of a Web site; a pause of a certain length of time ends a visit – unique visit A count of the number of visitors entering a site, regardless of how many pages are viewed per visit – stickiness Characteristic that influences the average length of time a visitor stays in a site 4-22

24. Copyright © 2010 Pearson Education, Inc. Publishing as Prentice Hall – Advertising Online and Its Advantages Cost Richness of format Personalization Timeliness Location-basis Linking Digital branding advertising networks Specialized firms that offer customized Web advertising, such as brokering ads and targeting ads to select groups of consumers 4-23

25. Copyright © 2010 Pearson Education, Inc. Publishing as Prentice Hall BANNERS – banner On a Web page, a graphic advertising display linked to the advertiser’s Web page – keyword banners Banner ads that appear when a predetermined word is queried from a search engine – random banners Banner ads that appear at random, not as the result of the user’s action 4-24

26. Copyright © 2010 Pearson Education, Inc. Publishing as Prentice Hall – Benefits and Limitations of Banner Ads major benefit is users are transferred directly to an advertiser’s site, often the shopping page major disadvantage of banners is their cost – banner swapping An agreement between two companies to each display the other’s banner ad on its Web site – banner exchanges Markets in which companies can trade or exchange placement of banner ads on each other’s Web sites 4-25

27. Copyright © 2010 Pearson Education, Inc. Publishing as Prentice Hall POP-UP AND SIMILAR ADS – pop-up ad An ad that appears in a separate window before, after, or during Internet surfing or when reading e- mail – pop-under ad An ad that appears underneath the current browser window, so when the user closes the active window the ad is still on the screen 4-26

28. Copyright © 2010 Pearson Education, Inc. Publishing as Prentice Hall SEARCH ENGINE ADVERTISEMENT – URL Listing – Keyword Advertising 4-27

29. Copyright © 2010 Pearson Education, Inc. Publishing as Prentice Hall GOOGLE—THE ONLINE ADVERTISING KING ADVERTISING IN CHAT ROOMS OTHER FORMS OF ADVERTISING – Advertising in Online Newsletters – Video Ads – advergaming The practice of using computer games to advertise a product, an organization, or a viewpoint 4-28

30. Copyright © 2010 Pearson Education, Inc. Publishing as Prentice Hall social network advertising Online advertising that focuses on social networking sites – Types of Social Network Advertising Direct advertising that is based on your network of friends Direct advertising placed on your social network site Indirect advertising by creating “groups” or “pages” 4-29

31. Copyright © 2010 Pearson Education, Inc. Publishing as Prentice Hall VIDEO ADS ON THE WEB AND IN SOCIAL NETWORKING Web video analytics A way of measuring what viewers do when they watch an online video viral marketing Word-of-mouth marketing by which customers promote a product or service by telling others about it 4-30

32. Copyright © 2010 Pearson Education, Inc. Publishing as Prentice Hall PERMISSION ADVERTISING – spamming Using e-mail to send unwanted ads (sometimes floods of ads) – permission advertising (permission marketing) Advertising (marketing) strategy in which customers agree to accept advertising and marketing materials 4-31