Understanding Consumer Value; concepts from Ferrers (2013) PhD
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Transcript of Understanding Consumer Value; concepts from Ferrers (2013) PhD
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Understanding Consumer ValueRichard Ferrers Sept/Oct 2011
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Questions
• What is value?
• How does value work? Process of value?
• How do consumers understand value in a new technology?
• How do consumers buy mobile phones?
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Answers
• Value meanings: what we value
• Value practices: how we value value
• Value conversation: gathering information to value
• Value actions: buying in, waiting
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Impact of Value theory• The Value Conversation: engage consumers in
an ongoing conversation to discover and deliver value. Value Management; discover and deliver value through value conversation. Value Leadership; deliver what consumers need, not what they think they want.
• Measure value: measure consumer attitude vector; strong/weak, positive/negative. Quantitative, ongoing, fast-changing, social.
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Why we buy/adopt something new?
• Consumers buy/adopt to create or protect value. Value makes us feel good. Loss of value makes us irritated if small, or mad if a large loss.
• Value has multiple competing meanings, eg price vs quality, easy vs powerful, fun vs quick.
• Consumers use emotion to aggregate, cut through multiple competing value meanings.
• Overall value simplifies multiple value meanings into one emotional perspective.
• Consumers follow emotion rather than goals.
• Attitude describes overall value, with strength (strong, weak) and direction (good, bad).
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Value is:• a dynamic, emotional practice assessing and
exploiting a customer's environment
• Fast-moving in some contexts
• Not just being new, but being better
• "delights [consumers] and makes employees proud"
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Value Meanings• High level: $$$, time, function, power
• Low level: instances of value in a particular instance eg time => convenience, saves time, eg power => unlimited, function => tool, usefulness. Also fun, sexy, cool, easy, new, quality.
• I found 12 high level value meanings, and 80 low level meanings for mobile phones... Possibly unlimited low level value meanings
• Other high level meanings: beauty, need, emotion, newness, service/reliability, duty, simplicity, community/connection.
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Value Practices
• Seven value practices: exploring, comparing, filtering, closing, recommending, inquiring, observing
• Value practices gather or reject value information we assess against value meanings
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Value StructurePre-
purchasePost-
purchaseResult of
Value
Social Practice Practice
Individual Meaning/ Practice Meaning Action
Innovator Action
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Value Meanings
Pre- Purchase
Post- Purchase Underlying
Individual
Novelty, beauty,
connecting, duty, power
Reliability, Service, simplicity
Need, function, emotion,
price
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Value PracticesPre-
PurchasePost-
Purchase
SocialObserving, Recommen
d, Inquiring Ty
Recommend,
comparing
Individual Exploring, Comparing
Waiting, Buying
Innovator Inducements Lock-in Seeking
Assistance