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Consumer Behaviour and Product

Module D: Support Services

Marketing of Banking Services/Products

M S Ahluwalia

JAIIB Super-Notes

Sirf Business

Principles & Practices of Banking: Consumer Behaviour and Product

JAIIB SUPER NOTES

M S Ahluwalia

JAIIB Super-Notes

Sirf Business

Contents
Coverage: 1. Consumer Behaviour

2. Understanding Product
3. Product Strategies 4. Other aspects of Product Development

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1.

CONSUMER BEHAVIOUR

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CONSUMER BEHAVIOUR
Planning of a marketing mix commences with formulating an offering to meet the target customers needs or wants.

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Maslows Hierarchy of Needs


Self Actualisation Needs: Self-Fulfilment Esteem Needs: Self-Respect, Recognition, Status, Success Social Needs: Friendship, Affection, Sense of Belonging Safety Needs: Economic/Financial Security Physiological Needs: Food, Drink, Oxygen, Sleep

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Financial Situation versus Banking Needs


Stage Young bachelor Financial situation Per capita income high, as no dependants. Few family burdens Home buying priority, low liquidity Banking needs Credit cards, auto loan, low cost banking services

Half nest (married with young children)

Mortgage loan, credit card, overdraft, durable loans

Full nest (older couple, grown up children) Empty nest (older couple)

Income stabilized, good financial position Significantly reduced income

Home improvement, equity investment Social security services, some loans

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Learning and Habit Development


The marketeers break habit by giving free samples, introductory trial offer and special discount on opening and generate new clientele. Once consumer makes the purchase, the habit reinforcement is done to get them to remain habitual users.

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Influence on Decision Making


The decision making of an individual is influenced by the reference groups. These may be:
Friends Colleagues Neighbours Other reference groups.

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Customer Relationship Management


Objectives: Long term customer retention Relationship with external market which influences or provides referrals Integrating marketing activities, customer service and quality standards

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Gap Analysis
The CRM tries to close the gap in the customer perception and the firms perception by finding and analyzing the GAP
1. 2. The first gap is between the service expected by the customer and companys perception of consumer expectations. The next is between the customer driven service designs and standards vs. company perception of consumer expectations about the service designs and standards.

3.
4. 5.

The third is about delivery of service perceived by the customer and the firms
perception about customer expectations. The gap between the service delivery to the customer and external communication to the customer by the firm. The ultimate gap between expected service and perceived service.
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2.

UNDERSTANDING PRODUCT

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Definition
A product is anything that can be offered to a market for attention, acquisition, use or consumption that might satisfy a want or need

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Product Personality
The Core Features The Associated Features The Brand Name and Logo The Package and Label

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Product Levels
Potential Product

Augmented Product
Expected Product Basic Product

Core Benefit

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Product Categories
Durable Nature of Goods Non-Durable Goods Services Consumer Goods Target Buyer Industrial Goods
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Product Categories

Product Planning
The process of product planning consists of determining the strategies in respect of various elements:
Product Line Product Mix Branding Packaging New product development.

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Product Life Cycle

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New Product Development

Idea screening

Concept testing

Product development

Test marketing

Commercial launch

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3.

PRODUCT STRATEGIES

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Product Strategies

Product Strategies

Product Mix Based

Product Life Cycle Based

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Product Modification

Quality Improvement

Feature Improvement

Style Improvement

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Identifying Growth Opportunities

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Diversification
Concentric Diversification: Technologically related but the target customers are entirely different Horizontal Diversification: Technologically unrelated but the target customers are same Conglomerate Diversification: No relationship with the existing product

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4.

OTHER ASPECTS OF PRODUCT DEVELOPMENT


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Branding
Brand Development Strategies

Line Extension

Brand Extension

Multi brands

New Brands

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Packaging
Shipping Package

Secondary Package

Primary Package

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Labelling
Identify the product or brand Provide information about the product Promote the product through 'attractive graphics'

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Thank You!
Do you have any questions or queries or some feedback to give?

Just mark an email to super.msahluwalia@yahoo.com

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M S Ahluwalia, amongst other things, is a visual artist, blogger, blog designer and of course an MBA and Banker from New Delhi, India.
To know more about him you may visit his blog-site: Estudiante De La Vida

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