Digital customers
25 important questions on Digital customers
What is a customer?
What is the difference between the customer and the consumer?
What is customer behaviour?
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What is business to consumer (B2C)? And which steps?
It considers the buying process as a cycle in a series of steps:
- Problem recognition
- Information search
- Evaluation of alternatives
- Purchase decision
- Post-purchase behavior
ex: for a car kitchen the process is longer than for example grocery shopping
What is the first stage of the buying process (B2C)? And what role is played by the internet?
Potential customers can be made aware of potential problems with the content of any web presence, including websites, social media platforms or emails.
What is the second stage of the buying process (B2C)? And what role is played by the internet?
Normally using search engines, the potential customer looks for information on the products that can meet their needs. They might use the sites of manufacturers, dealers or retailers as well as review sites and social media. Some argue that it is this facility that is the internet’s biggest contribution to marketing.
What is the third stage of the buying process (B2C)? And what role is played by the internet?
What is the fourth stage of the buying process (B2C)? And what role is played by the internet?
Although they might be used in the evaluation stage, shopping comparison sites are particularly helpful at this stage where, for example, the best price for a particular product can be found. Selecting a specific seller would fall into this category.
What is the fifth stage of the buying process (B2C)? And what role is played by the internet?
Although all previously visited sites can help reassure the buyer that they made the right purchase decision, they might also participate in forums on the product or mention the product on social media. Like their offline counterpart they are also more likely to notice ads for the product that they purchased.
What is AIDA model? And what form does the model has + where does it stand for?
- Did the ad grab attention?
-
- … Stimulate desire?
- … Provide a call for action?
The AIDA model is a funnel model. Not as linear as the buying cycle model.
Acknowledges the fact that people leave the buying cycle at various stages (i.e. the funnel narrows as it progresses to the sale).
What are Eisenberg’s 20 forces that influence buying behaviour?
2. Convenience
3. Replacement
4. Scarcity
5. Prestige
6. Emotional vacuum
7. Lower prices
8. Great value
9. Name recognition
10. Fad or innovation
11. Compulsory purchase
12. Ego stroking
13. Niche identity
14. Peer pressure
15. The ‘Girl Scout Cookie effect’
16. Reciprocity or guilt
17. Empathy
18. Addiction
19. Fear
20. Indulgence
What is said in the Case Charlesworth 2018?
convenience is a key driver of buying behaviour - and even more so of buying online.
What is the key objective of the B2B website? And why?
•To provide information that will be serve as a foundation to develop a relationship with customers
• Customers use the B2B website to gather information in order to narrow down a list of potential suppliers, and then contact them on a personal basis
• Replacing or supplementing catalogues, brochures, trade shows, or advertising
• The quality of the web presence plays a big role
What are the six stages of the buying cycle model applied in B2B?
2. Develop specifications for required product/service that solve that problem
3. Search for products (if off-the-shelf) or search for supplier (if bespoke)
4. Evaluate products and suppliers
5. Make purchase
6. After sales service
What is the first stage of the buying process (B2B)? And why?
Unlike B2C purchases, which can be little more than an I need a product to replace on that has failed decision, B2B problem recognition can be far more complex. This is particularly the case when the sought product will be an integral element of either another product or a manufacturing process. It is also the case that this recognition might take place some years before the product will be used in a production model of a finished product.
What is the second stage of the buying process (B2B)? And why?
What is the third stage of the buying process (B2B)? And why?
What is the fourth stage of the buying process (B2B)? And why?
What is the fifth stage of the buying process (B2B)? And why?
What is the sixth stage of the buying process (B2B)? And why?
What is digital footprint in privacy?
ex: websites visited, comments made, emails sent; received; opened, clicks, searches, purchases
What are privacy concerns?
One would expect that people with privacy concerns should also take action to protect their privacy.
What is said in the most recent research concerns privacy?
- Using fewer online services.
- Setting stronger security settings.
- Revealing less personal information.
BUT: even these individuals ignore their concerns when it comes to social media!!
They engage in uncensored or inappropriate self-disclosure.
They allow a wide range of apps to access their data.
Convenience over safety concerns privacy?
What is the general data protection regulation (GDPR) on 25 may 2018?
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