Understanding The Customers Behaviors

The customer is the focal point of all business activity. As marketer, we must be clear about how customers behave. Because marketing is concerned with satisfying people’s needs, we must understand what those needs are and the ways in which people go about getting them satisfied.

Any individual has a whole range of needs that they must or would like to satisfy. An American psychologist, A.L. Maslow, has expressed these varying levels of need in a way that is still useful today in the marketing context. He has written of the ‘hierarchy of needs’. Once a pressing need is satisfied, it is no longer felt. This is why people with sufficient income to keep them well fed, safe and warm become more and more aware of other, less basic needs, such as ego satisfaction.

We also need to be aware of how people satisfy their needs. There is a multistage process, which can be expressed as follows. First is the need. A need is felt. The ways of satisfying the need are actively or passively sought. When sufficient information has been gathered and suitable alternatives examined, a decision will be taken and the purchase made. For the customer-oriented company the process does not end when the purchase is made. The customer’s need is only satisfied if the product or service does perform in the expected fashion and does indeed meet their need, not only initially but, where appropriate, over a longer period. It must perform in the expected way, and after-sales service must be adequate. Indeed, in some situations, advertising can be used to target existing customers to maintain their brand loyalty.

The Customer Behavior

It is known that some individuals set the pattern within their own circle of acquaintances. A person’s purchasing behaviour changes as they move through their life cycle. One definition suggests the following stages: single, young married or cohabiting couples with no children, people with young children, couples or single parents with older children, older people, children left home, and sole survivors. For example, the buying patterns of young married people setting up home for the first time (carpets, furniture, crockery, pictures) will be quite different from those with a young family (baby clothes, different foods, toys) and so on. Equally clearly, the cultural outlook of the community in which they live will influence what people spend their money on.

We can influence our consumer behavior by increase the level of knowledge and awareness. For example, we can tell people of the existence of our product they were previously unaware of, or we can tell them facts about its performance or the benefits it will bring them. We can show people how our product will help to satisfy their needs. This is the basis of the ‘emotional appeals’ used in advertising. And we also can change their attitudes. Since the customer is the focal point of all business activity, we must be clear about how customers behave. Because marketing is concerned with satisfying people’s needs, we must understand what those needs are and the ways in which people go about getting them satisfied.

The Marketing Concept

What is the marketing concept? Marketing is one of the three basic areas of activity in the typical industrial business. It begins by influencing the format of the product to secure maximum acceptance in the market. It also defines the prices at which and the quantities in which it should be offered in any given period to secure the maximum return to the business in the long term.

Marketing normally includes an evaluation of the market and estimates of sales, the development of the marketing approach or policy, the planning and operation of the marketing function over all (internal and external) for maximising sales and for dealing with customers, all forms of promoting sales, the setting budgets for the marketing activity, the evaluation of results by reference to internal data and the results of market research.

The marketing concept is a philosophy of business. It means that customers seeking satisfaction becomes the economic and social justification of a company’s existence. So, all company activities in production, engineering, and finance, as well as in marketing, must be devoted first to determining what the customer’s wants are and then to satisfying those wants while still making a reasonable profit.

Briefly About Marketing

Many activities are particularly concerned with a company’s relations with its customers – for example, market research, public relations, customer enquiries and advertising. Often these activities are grouped together under the collective term ‘marketing’.
Marketing is one of the three basic areas of activity in the typical industrial business. It begins by influencing the format of the product to secure maximum acceptance in the market. It also defines the prices at which and the quantities in which it should be offered in any given period to secure the maximum return to the business in the long term.
It normally includes an evaluation of the market and estimates of sales, development of the marketing approach or policy, the planning and operation of the marketing function over all – internal and external – for maximising sales and for dealing with customers, all forms of promoting sales, setting budgets for the marketing activity, and the evaluation of results by reference to internal data and the results of market research.