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Consumer Behavior /Response to communication
What is advertising
TV, print, WOM,Internet ,POS
=ATL/BTL
Manage the Noise ,filters
sender
receiver
It is successful when what the sender wants to say is correctly interpreted by the receiver
medium
encode
decode
Persuasion matrixDependent variables-steps in being
persuadedIndependent variables –communication components
source message channel receiver destination
Message presentation
attention
comprehension
yielding
retention
behavior
Source
• Direct /indirect• Credible
– Expertise– trustworthiness
• Attractiveness– similarity – Likeability– celebrity
• power
Source-Celebrity endorsement
• Stage of the product - It depends on what stage of the product life cycle is the brand in.
• Is it a strategic decision over 4, 5 years- brand value must remain consistent with the value of the celebrity being endorsed in terms of personality, positioning. So even if the celebrity changes the values remain consistent ..
• Celebrity–brand match: , strong enough so that the endorsements are able to strongly influence the thought processes of consumers and create a positive perception of the brand ?
• Constant monitoring mechanism : Are we able to monitor the behavior, conduct and public image of the celebrity continuously to minimize/maximize any potential.
• Brand over endorser: should ensure that this does not happen by formulating advertising collaterals and other communications
• Celebrity endorsement is just a channel: it is one part of the communication mix that falls under the broader category of marketing. I have observed that the teams/ sales /CP
• Celebrity ROI: should have a system combining quantitative and qualitative measures to measure the overall effect of celebrity endorsements.
Message structure
• Order of presentation– primacy/recency
• Conclusion drawing-– explicit /thought provoking
• Message sidedness– One sided /2 sided/refutation
• Verbal/visual messages• Appeal
– Comparitive/fear/humour/
Channel factors= medium to deliver the message
• Personal
• Non-personal
– ATL –type of medium /program– BTL– Noise– Clutter
DAGMAR-defining advertising goals for measuring advertising results
• Communication objective which is SMART– Objectives /measurable– Clear TG– Benchmark & results desired– Specific time frame– Budgets
• Top down/% of sales/affordability• Allocation amongst elements of IMC
Consumer-5 stage decision making process
Problem recognition
Informationsearch
Evaluate alternatives
Purchasedecision
Post purchaseevaluation
Stock out /desire/new need /Dissatisfaction/marketer induced /New products
Personal experience , family, market info, advertising ,Influencers, peer group , trade ,existing users…
Evoke set , criteria defining need , demographics ,budgets,Urgency of the need -want /motivation for the need
Decision to buy , decision to buy a particular brand , budget,time taken to actually buy after the decision ;changes with theProduct /budget /urgency
Cognitive dissonance-satisfaction /dissatisfaction
W
O
M
Consumer-internal psychological process
Motivation
Perception
attitude
Integration
learning
Maslow’s hierarchy ;psychoanalytic theory , MR (In depth intProjective technique, association tests, FGD
Sensation ; selecting information ; interpreting informationIt is a filter of the receiver for information from the sender..e.g. can be selective perception /selective exposure/Selective comprehension /selective retention Mnemonics /sublime perception is used to create stimuliFor awareness
Multi attribute model; changes strategies/execution of msg
Consumer combine info /characteristics of a product & Compare ; heuristics is also used
Behavior approach , cognitive learning
Consumer-learning – Behavior Approach
• Theories are based on STIMULI RESPONSE orientation– Classical conditioning-learning is an associative process. It
assumes the individual is a passive participant who simply receives stimuli . 2 things are important
• Contiguity – unconditioned/conditioned stimuli must be close in time & space ..proximity /physical presence
• Repetition – frequency of association . More often the unconditioned/conditioned stimuli occur –there would be an association
– E.g. Pavlov experiment : Bell is a conditioned stimuli to unconditioned stimuli :food & unconditional response :saliva
• Advertisers use images/figures/celebration to build as association which evokes a response from the consumer
Consumer-learning – Behavior Approach
• Theories are based on STIMULI RESPONSE orientation– Operant conditioning –here the individual actively operates or
acts on some aspect of the environment for the learning to occur. The individual’s response is instrumental in getting a positive reinforcement (reward) or negative reinforcement (punishment)
• reinforcement is important– Can be continuous– Can be partial or intermittent
– All of it might lead to shaping of behavior patterns
Consumer-Cognitive Learning theory
goal Purposive behavior
insight Goal achievement
-Perception /formation of belief / attitude development /environment integration all are important to the decision making processAll the 5 stages of consumer decision making process are relevant
Culture
Sub-culture
Social class
Reference groups
Situational-determinants
EXTERNAL FACTORS
INFLUENCING
CONSUMER
BEHAVIOUR
Consumer –decision making process
• Problem recognition need/repeat purchase/desire/greed– maslow’s hierarchy– Psychoanalalytic theory –Sigmund Freud– MR probes needs-in depth interview/FGD/association
tests/projecting techniques
• Information search• Alternatives evaluation• Purchase decision• Post purchase evaluation –cognitive dissonance• Recommendation-WOM
Internal psychological process
• Motivation• Attitudes/beliefs /baggage • Culture
– Subculture/social class/reference groups/influencers
• Perception-visual/sensory/psychological• Attitude formation• Integration • Learning
Models of response process-traditional
AIDA model
Hierarchy effects model Innovation adoption model
Information Processing model
Cognitive stage
attention Awarenessknowledge
awareness PresentationAttentioncomprehension
Affective stage
InterestDesire
LikingPreferenceconviction
Interestevaluation
Yieldingretention
Behavioralstage
action purchase Trialadoption
behavior
3 orders model of information processing – Michael Ray
High Low
high (learning model )
Cognitive Affective Conative
(low involvement model)CognitiveConativeaffective
low (dissonance /attribution model)ConativeAffectiveCognitive
FCB grid-consumer response-Richard Vaughn of Foote, Cone & Belding advertising
agency
thinking Feeling
High involvement Informative-IT/cars Media- long copyCreative –info demo
Affectivefashion/j wellery/mobikesmedia-large space /imagecreative- exceptional impact
Low involvement Habit formation-household productsMedia-small space adsCreative -reminder
Self-satisfaction-cigarettes/liquor/candyMedia-billboard/POS/newspaperCreative -attention
Creative Communication ?
• Is the product positioned simply , with clarity• Does it show a a clear benefit • Does it contain a powerful idea• Does it talk about the brand personality• Is it unexpected /memorable• Is it focused• Does it reward the viewer with something –
tangible/intangible• Is it visually exciting /attention grabbing• Is it well made
Creative Strategy-planning involves :
• Challenge– Brief, TG, SMART objectives – Research =product/competition/TG habits & behavior/media
• Quanti -quali/ focus groups/ethnographic (observing consumer in the natural environment)
• Evaluate storyboards/concept testing /animate
• Risks– Ability to do the right thing , not necessarily the obvious
• Personnel– Client, agencies, consumer
• Process– Rigor, time , budgets, understanding of the personnel /audience ,media type
• Young’s model :immersion, digestion, incubation, illumination, verification• Graham Wallas : Preparation, incubation, illumination, verification
Creative Strategy-development involves
• Communication of a product is developing a series of messages (which make up an IMC ) which is a set of interrelated ideas and coordinated activities that revolve on the core central theme during a specified period
• Developing the unifying theme is the critical objective of a campaign
Copy Platform
• 2 critical components of the copy platform are the development of the major selling ideas and the creative strategy development– Basic problem– IMC objectives– TG– Major selling idea– USP /Positioning– The brand image desired– Creative strategy , the inherent drama– Supporting information required
Creative -Appeal
• Informational/ Rational
• Emotional
• Rational + Emotional
• Reminder
• Teaser
Communication -Execution
• Straight /factual• Scientific/technical• Demonstration• Comparison• Testimonial• Slice of life• Animation• Personality symbol• Fantasy• Drama• Humor• Combinations
Creative -Tactics
• Print– Headlines :direct/indirect/sub heads– Body copy– Visual elements– layout
• TV– Video– Audio – voice-over/needle-drop/jingle– Script– Production – PPC/production/post production
Creative approach- Client Evaluation
• Is the creative approach consistent with the brief , brand objectives
• Is it consistent with the creative strategy objective ?Does it say what was intended?
• Is it appropriate for the TG?• Does it communicate clearly /convincingly?• Does the creative execution overwhelm the brand /
brand objectives ?celebrity endorsements?• Is it appropriate for the media environment?• Is it truthful and tasteful ?
– Can be checked through • Informal discussion /research /informal feedback /test market