Presentation On consumer behavior

Presented By:Nidhi Singh

Product - NoodlesThe consumption experience• Satisfies the consumer• Usually experience is good• 25 years old trustHow often is the product used or consumed? Who uses it?

When? Where? How often?• Usually once in a week• Used mostly by mothers as a snack item for their children• Liked by people of all age group• Students, hostlers, busy people• Used at home, during camping(cuppa mania)

Feelings and opinions surrounding the consumption experience. Type of relationship customer having with the product or service.Good feeling, strong feelingCustomers blindly buys maggi noodlesSome feels strong addiction to it.It is not just a food product, it’s a great idea, its irreplaceable

How long has the relationship been going on? How has it evolved and changed over time?• From the last 25 years.• Earlier huge success no counter effect.• Later got tag of “unhealthy”• Also faced allegation of having wax in it.• Company “Nestle” claimed that its healthy• For health conscious customers vegetable Atta noodles was launched• Later rice noodles was also launched

What kinds of things have gone wrong in the relationship? terms which best describes the relationship: good, bad, mixed, ambivalence, dependency, casual, partners, exploited, exploitative, good friendsConsumption of more than 3 in a week is hazardousChemicals are added, it was proved high calorie foodSome people after regular consumption had swelling of pancreasTerms: good, mixed

What positive surprises have occurred. Exceptional service, performance above expectations, affirmation of values Different varieties made availableThe launching of veg. Atta noodles

Is the customer satisfied or dissatisfied with the product or service?The customer is satisfiedThat’s the reason for its sustenance

What factors influence the level of felt (dis) satisfaction? How were expectations formed? Did the product exceed them or fall short? How? What is the meaning of this product or service to the customer?Dissatisfaction reason:• Fact of the noodles unhealthinessSatisfaction reason:• Its easy preparation• Its good taste• Its easy availability• Its affordable priceThe product means the time saving, the happiness on a child face, satisfaction of giving healthy veg. added noodlesHow does the product fit into the consumer’s life? What role does it play? What role does the brand play in all of this?• For some it is just a measure to change the taste• For some it is a necessity• For some it is addiction

Belt How would you describe the Consumption experience?• Daily, occasionally• Past experience• Quality/design/durability• Makes consumer comfortable

How often is the product used or consumed? Who uses it? When? Where? How often? What feelings and opinions surround the consumption experience?

• Consumption of belt is very high as it is consume by most of the family members

• Purpose and for style • Consumer prefer the trend • Incase of casual attire it depends upon the need of the person.

What type of relationship does the customer have with the product or service?

• Relationship is very strong as it solves the purpose of style and need both.

How long has the relationship been going on? How has it evolved and changed over time?

• Relationship is from long time and it has become stronger as years pass

• Belt has changed the consumers mind because it deals with the Trend of market Easy handling and Making the things look differently What is the meaning of this product or service to the customer?• Meaning has been changed from a necessity product to a fashion

product. • It is preferred by youth more in terms of a fashion accessories What terms best describe the relationship: good, bad, mixed,

ambivalence, dependency, casual, partners, exploited, exploitative, good friends?

Good, dependency. What kinds of things have gone wrong in the relationship? The things which went wrong with the regarding its changing the

trend and the way of looking it.

Exceptional service, welcome communication, performance above expectations, affirmation of values. Is the customer satisfied or dissatisfied with the product or service?

• It depends on the consumer liking or disliking towards the product• Most of the consumer is satisfied with the belt and its design

because it changes with the market trend and time to time.• Sometimes some people out of many are dissatisfied of the product

belt because of its designs and variety and non availability at right time.

What Factors influence the level of felt (dis)satisfaction? How were expectations formed? Did the product exceed them or fall short? How?

• Factors influencing the level of satisfaction:• Availability• Value for money

• Designs • Trend• Stylish • Quality Factors influencing the level of dissatisfaction:• Quality• Non Availability

Expectation was formed on the basis of the product availability and its value at the time of need.

Depend on the consumer perception towards the product where he likes it than it exceeds if not than it falls.

It is generally solving the purpose of trend and making u delight with its different designs

How does the product fit into the consumer’s life? What Role does it play? What Role does the brand play in all of this?

• Up to great extent because now people wants the product which is trendy and stylish and also which solve the purpose of there need at the same time and make them satisfied.

• It plays a vital role in consumers’ life because now consumers are more fascinated towards the belt because it makes the person comfortable and give them a different look.

• The role of brand is not as important in this product because of going trend and for the brand loyal persons it is definitely important because of its quality and value for money.

Traveling bagHow would you describe the Consumption experience? Good , gives a feeling of safety e.g. Tour, picnic, traveling etc.How often is the product used or consumed? Who uses it? When? Where? Depends on consumer need, anyone, during the time of need e.g. going for interview in other city, traveling. What feelings and opinions surround the consumption experience?Fulfill the consumer need(make tour easy)What type of relationship does the customer have with the product or service? Very good and strong because it solves the consumer problem.

Traveling bag cont….

How long has the relationship been going on? From very long time, necessity product while travelingHow has it evolved and changed over time? Earlier as necessity nowadays consumer requires fashionable

bags What terms best describe the relationship: good, bad, mixed,

ambivalence, dependency, casual, partners, exploited, exploitative, good friends?

Good, Dependency, Durability as well as the looks.What kinds of things have gone wrong in the relationship? Quality, during the travel breakage of handles

Traveling bag cont….Exceptional service, welcome communication, performance

above expectations, affirmation of values. Is the customer satisfied or dissatisfied with the product or service?

Its depend on quality of product. Usually satisfied because relationship is evolving

What Factors influence the level of felt (dis)satisfaction? Satisfaction:-• Availability• Value for money• Quality Dissatisfaction:-• Services • Non Availability

Traveling bag cont….

How were expectations formed? Consumers expects traveling bags to be strong.Did the product exceed them or fall short? How? Depend on the product performance during travelWhat is the meaning of this product to the customer? Helpful in traveling, gives a feeling of safety, it is something

on which the customer rely How does the product fit into the consumer’s life Very deeply because of its usefulness.

Traveling bag cont….

What Role does it play? Very vital and crucial role play.What Role does the brand play in all of this? Generally for its durability people prefer quality and for good

quality the brand is important.

Product – Tour Services

The consumption experience:Depends upon customers purpose of tourdepends upon the services provided by the hotels which are

booked by the tour service providerdepends upon the offers and packages provided.Special interest tours like palace on wheels, desert & safari tours

How often is the product used or consumed? Depends upon the need and mood of the customersAlso depends upon the previous good experienceThe offers and attractive packages also influence to buy.

Who uses it? When? Where? How often? • It could be for individual use or family use• Generally during vacation time it is used• Place could be any place of interest• Depends upon the attractiveness of that new place, hill stations• Some customers are more adventurous, like trekking tours

Feelings and opinions surrounding the consumption experience. Type of relationship customer having with the product or service.Feelings like relief from stress,adventure, good experience etc.

What Type of relationship does the customer have with the product or service?• For some it is casual relationship, just to spend their time. For some it is dependency who are unaware of the new places• For some it is like going to a particular place again and again, using the same service provider,

How long has the relationship been going on? How has it evolved andchanged over time? What terms best describe the relationship: good, bad, mixed, ambivalence, dependency, casual, partners, exploited, exploitative, good friends? What kinds of things have gone wrong in the relationship?It could be first time or second time depending upon the customer

Stock outs, unavailability of parts or service, inappropriate communication, quality lapses, violations of norms or expectations or values?Unavailability of ticket or offersLack in service as compared to earlier time

What positive surprises have occurred? Exceptional service for the price paidNew locations to be seen at the same old tourist place

Is the customer satisfied or dissatisfied with the product or service?• Depending upon the services provided• If satisfied then repeat visit, if dissatisfied no next visit

What factors influence the level of felt (dis) satisfaction? How were expectations formed? Did the product exceed them or fall short? How? What is the meaning of this product or service to the customer?• The factors could be inconvenience faced by the customers• The meaning of the services are entertainment, enjoyment, change from the routine

How does the product fit into the consumer’s life? What role does it play? What role does the brand play in all of this?• The service fits into the life very easily• When brand name is attached reliability increases• Service expectations increased