1. Conducting Marketing Research and Forecasting Demand Marketing Management, 13 th ed 4

2. Copyright © 2009 Pearson Education, Inc. Publishing as Prentice Hall 4-2 Chapter Questions What constitutes good marketing research? What are good metrics for measuring marketing productivity? How can marketers assess their return on investment of marketing expenditures? How can companies more accurately measure and forecast demand

3. Copyright © 2009 Pearson Education, Inc. Publishing as Prentice Hall 4-3 What is Marketing Research? Marketing research is the systematic design, collection, analysis, and reporting of data and findings relevant to a specific marketing situation facing the company.

4. Copyright © 2009 Pearson Education, Inc. Publishing as Prentice Hall 4-4 Types of Marketing Research Firms Syndicated- service Custom Specialty- line

5. Copyright © 2009 Pearson Education, Inc. Publishing as Prentice Hall 4-5 The Marketing Research Process Define the problem Develop research plan Collect information Analyze information Present findings Make decision

6. Copyright © 2009 Pearson Education, Inc. Publishing as Prentice Hall 4-6 Step 1: Define the Problem Define the problem Specify decision alternatives State research objectives

7. Copyright © 2009 Pearson Education, Inc. Publishing as Prentice Hall 4-7 Step 2: Develop the Research Plan Data Sources Contact Methods Research Instruments Sampling Plan Research Approach

8. Copyright © 2009 Pearson Education, Inc. Publishing as Prentice Hall 4-8 Research Approaches Observation Focus Group Survey Behavioral Data Experimentation Ethnographic

9. Copyright © 2009 Pearson Education, Inc. Publishing as Prentice Hall 4-9 Focus Group in Session

10. Copyright © 2009 Pearson Education, Inc. Publishing as Prentice Hall 4-10 Research Instruments  Questionnaires  Qualitative Measures  Technological Devices

11. Copyright © 2009 Pearson Education, Inc. Publishing as Prentice Hall 4-11 Questionnaire Do’s and Don’ts Ensure questions are free of bias Make questions simple Make questions specific Avoid jargon Avoid sophisticated words Avoid ambiguous words Avoid negatives Avoid hypotheticals Avoid words that could be misheard Use response bands Use mutually exclusive categories Allow for “other” in fixed response questions

12. Copyright © 2009 Pearson Education, Inc. Publishing as Prentice Hall 4-12 Question Types—Dichotomous In arranging this trip, did you contact American Airlines?  Yes  No

13. Copyright © 2009 Pearson Education, Inc. Publishing as Prentice Hall 4-13 Question Types—Multiple Choice With whom are you traveling on this trip?  No one  Spouse  Spouse and children  Children only  Business associates/friends/relatives  An organized tour group

14. Copyright © 2009 Pearson Education, Inc. Publishing as Prentice Hall 4-14 Question Types—Likert Scale Indicate your level of agreement with the following statement: Small airlines generally give better service than large ones.  Strongly disagree  Disagree  Neither agree nor disagree  Agree  Strongly agree

15. Copyright © 2009 Pearson Education, Inc. Publishing as Prentice Hall 4-15 Question Types—Semantic Differential American Airlines Large ………………………………...…….Small Experienced………………….….Inexperienced Modern……………………….…..Old-fashioned

16. Copyright © 2009 Pearson Education, Inc. Publishing as Prentice Hall 4-16 Question Types—Importance Scale Airline food service is _____ to me.  Extremely important  Very important  Somewhat important  Not very important  Not at all important

17. Copyright © 2009 Pearson Education, Inc. Publishing as Prentice Hall 4-17 Question Types—Rating Scale American Airlines’ food service is _____.  Excellent  Very good  Good  Fair  Poor

18. Copyright © 2009 Pearson Education, Inc. Publishing as Prentice Hall 4-18 Question Types— Intention to Buy Scale How likely are you to purchase tickets on American Airlines if in-flight Internet access were available?  Definitely buy  Probably buy  Not sure  Probably not buy  Definitely not buy

19. Copyright © 2009 Pearson Education, Inc. Publishing as Prentice Hall 4-19 Question Types—Completely Unstructured What is your opinion of American Airlines?

20. Copyright © 2009 Pearson Education, Inc. Publishing as Prentice Hall 4-20 Question Types—Word Association What is the first word that comes to your mind when you hear the following? Airline ________________________ American _____________________ Travel ________________________

21. Copyright © 2009 Pearson Education, Inc. Publishing as Prentice Hall 4-21 Question Types— Sentence Completion When I choose an airline, the most important consideration in my decision is: _____________________________________ _____________________________________ _____________________________________ _____________________________________ _____________________________________ _____________________________________ __________________.

22. Copyright © 2009 Pearson Education, Inc. Publishing as Prentice Hall 4-22 Question Types—Story Completion “I flew American a few days ago. I noticed that the exterior and interior of the plane had very bright colors. This aroused in me the following thoughts and feelings.” Now complete the story. _______________________________________ _______________________________________ _______________________________________ _______________________________________ _______________________________________ _______________________________________

23. Copyright © 2009 Pearson Education, Inc. Publishing as Prentice Hall 4-23 Question Types—Picture (Empty Balloons)

24. Copyright © 2009 Pearson Education, Inc. Publishing as Prentice Hall 4-24 Question Types—Thematic Apperception Test Make up a story that reflects what you think is happening in this picture.

25. Copyright © 2009 Pearson Education, Inc. Publishing as Prentice Hall 4-25 Qualitative Measures Word Association Projective Techniques Visualization Brand Personification Laddering

26. Copyright © 2009 Pearson Education, Inc. Publishing as Prentice Hall 4-26 Technological Devices Galvanometers Tachistoscope Eye cameras Audiometers GPS

27. Copyright © 2009 Pearson Education, Inc. Publishing as Prentice Hall 4-27 Nielsen Outdoor Leverages GPS to Track Billboard Reach

28. Copyright © 2009 Pearson Education, Inc. Publishing as Prentice Hall 4-28 Sampling Plan Sampling unit: Who is to be surveyed? Sample size: How many people should be surveyed? Sampling procedure: How should the respondents be chosen?

29. Copyright © 2009 Pearson Education, Inc. Publishing as Prentice Hall 4-29 Table 4.2 Types of Samples Probability Samples Simple random Stratified random Cluster Nonprobability Samples Convenience Judgment Quota

30. Copyright © 2009 Pearson Education, Inc. Publishing as Prentice Hall 4-30 Contact Methods Mail Questionnaire Telephone Interview Personal Interview Online Interview

31. Copyright © 2009 Pearson Education, Inc. Publishing as Prentice Hall 4-31 Pros and Cons of Online Research Advantages Inexpensive Fast Accuracy of data, even for sensitive questions Versatility Disadvantages Small samples Skewed samples Technological problems Inconsistencies

32. Copyright © 2009 Pearson Education, Inc. Publishing as Prentice Hall 4-32 MarketTools’ Research Panels

33. Copyright © 2009 Pearson Education, Inc. Publishing as Prentice Hall 4-33 What is a Marketing Decision Support System (MDSS)? A marketing decision support system is a coordinated collection of data, systems, tools, and techniques with supporting hardware and software by which an organization gathers and interprets relevant information from business and environment and turns it into a basis for marketing action.

34. Copyright © 2009 Pearson Education, Inc. Publishing as Prentice Hall 4-34 Barriers Limiting the Use of Marketing Research A narrow conception of the research Uneven caliber of researchers Poor framing of the problem Late and occasionally erroneous findings Personality and presentational differences

35. Copyright © 2009 Pearson Education, Inc. Publishing as Prentice Hall 4-35 Table 4.3 Characteristics of Good Marketing Research Scientific method Research creativity Multiple methods Interdependence Value and cost of information Healthy skepticism Ethical marketing

36. Copyright © 2009 Pearson Education, Inc. Publishing as Prentice Hall 4-36 What is Marketing Metrics? Marketing metrics is the set of measures that helps marketers quantify, compare, and interpret marketing performance.

37. Copyright © 2009 Pearson Education, Inc. Publishing as Prentice Hall 4-37 Table 4.4 Marketing Metrics External Awareness Market share Relative price Number of complaints Customer satisfaction Distribution Total number of customers Loyalty Internal Awareness of goals Commitment to goals Active support Resource adequacy Staffing levels Desire to learn Willingness to change Freedom to fail Autonomy

38. Copyright © 2009 Pearson Education, Inc. Publishing as Prentice Hall 4-38 What is Marketing-Mix Modeling? Marketing-mix models analyze data from a variety of sources, such as retailer scanner data, company shipment data, pricing, media, and promotion spending data, to understand more precisely the effects of specific marketing activities.

39. Copyright © 2009 Pearson Education, Inc. Publishing as Prentice Hall 4-39 Marketing Dashboards A customer-performance scorecard records how well the company is doing year after year on customer-based measures. A stakeholder-performance scorecard tracks the satisfaction of various constituencies who have a critical interest in and impact on the company’s performance including employees, suppliers, banks, distributors, retailers, and stockholders.

40. Copyright © 2009 Pearson Education, Inc. Publishing as Prentice Hall 4-40 Table 4.5 Sample Customer-Performance Scorecard Measures % of new customers to average # % of lost customers to average # % of win-back customers to average # % of customers in various levels of satisfaction % of customers who would repurchase % of target market members with brand recall % of customers who say brand is most preferred

41. Copyright © 2009 Pearson Education, Inc. Publishing as Prentice Hall 4-41 Common Measurement Paths Customer Metrics Pathway Unit Metrics Pathway Cash-flow Metrics Pathway Brand Metrics Pathway

42. Copyright © 2009 Pearson Education, Inc. Publishing as Prentice Hall 4-42 Figure 4.2 Marketing Measurement Pathways

43. Copyright © 2009 Pearson Education, Inc. Publishing as Prentice Hall 4-43 Figure 4.3 Example of a Marketing Dashboard

44. Copyright © 2009 Pearson Education, Inc. Publishing as Prentice Hall 4-44 The Measures of Market Demand Potential Market Penetrated Market Target Market Available Market

45. Copyright © 2009 Pearson Education, Inc. Publishing as Prentice Hall 4-45 Vocabulary for Demand Measurement Market demand Market forecast Market potential Company demand Company sales forecast Company sales potential

46. Copyright © 2009 Pearson Education, Inc. Publishing as Prentice Hall 4-46 Figure 4.4 Ninety Types of Demand Measurement

47. Copyright © 2009 Pearson Education, Inc. Publishing as Prentice Hall 4-47 Figure 4.5 Market Demand Functions

48. Copyright © 2009 Pearson Education, Inc. Publishing as Prentice Hall 4-48 Figure 4.5 Market Demand Functions

49. Copyright © 2009 Pearson Education, Inc. Publishing as Prentice Hall 4-49 Product Penetration Percentage

50. Copyright © 2009 Pearson Education, Inc. Publishing as Prentice Hall 4-50 How Can We Estimate Current Demand? Total market potential Area market potential Market buildup method Multiple-factor index method

51. Copyright © 2009 Pearson Education, Inc. Publishing as Prentice Hall 4-51 Table 4.6 Calculating Brand Development Index

52. Copyright © 2009 Pearson Education, Inc. Publishing as Prentice Hall 4-52 Estimating Future Demand Survey of Buyers’ Intentions Composite of Sales Force Opinions Expert Opinion Past-Sales Analysis Market-Test Method

53. Copyright © 2009 Pearson Education, Inc. Publishing as Prentice Hall 4-53 Marketing Debate What is the best type of marketing research? Take a position: 1.Marketing research should be quantitative. or 2. Marketing research should be qualitative.

54. Copyright © 2009 Pearson Education, Inc. Publishing as Prentice Hall 4-54 Marketing Discussion When was the last time you participated in a survey? How helpful do you think the information you provided was? Could the research have been done differently?