MOTIVATION Motivation What is a motive? from the Latin motus - to move A motive is something that causes a person to act (or move). It answers the question Why? What is Motivation? An inner drive or process that causes a person to act to fulfil a want or need. What would you do for a Klondike bar? Motivation is about finding out what your customers really want and need and what they are willing to do to get it. So what Motivates People? NEEDS Needs can be: Biogenic Psychogenic Utilitarian Hedonic Cask & Cream Reversing a Trend of Self-Denial, This Ad Illustrates a Shift in Values Toward Pleasure and Selfindulgence Powerful underlying motives can influence consumer behaviour. Products and services that relate, or might relate, to attraction of the opposite sex, to personal adornment, to status or self-esteem, to power, to death, to fears, or to social taboos are all likely candidates for motivational research Why do women tend to increase their expenditures on clothing and personal adornment products as they approach the age of 50 to 55? Maslow’s Hierarchy of Needs categorizes human needs into a pyramid a person's lower-level needs are met before higher level needs Different priorities exist at each level in terms of product benefits a consumer is looking for. Many products will satisfy needs at all levels Abraham Maslow Different product benefits will satisfy different levels of need. Assume a mother is shopping for a new pair of trainers with her 5year old daughter. What features/benefits satisfy each level? SelfActualization/self fulfilment Ego/Esteem Belongingness/Social Safety Physiological Is there one level of need that is satisfied more than the others? Needs and Goals Needs are universal When people move to satisfy a need (i.e. they are motivated) – the satisfaction of the need becomes a goal Between the need and the goal there exists a tension The degree of urgency to fill that goal results in a drive NEED DRIVE GOAL Needs can be met in a variety of ways The goals are culturally and personally determined Want: the particular form of consumption used to satisfy a need. you're thirsty - you need a drink The Marketer’s Objective? THIRST QUENCHER Obey your thirst Motivational Direction Approach Approach Approach Avoidance Avoidance Avoidance Cognitive Dissonance Cognitive Dissonance inconsistency between beliefs one holds or between one’s beliefs and actions. Consumers are motivated to reduce dissonance or tension by either changing their actions or their beliefs. Almost all major purchases result in cognitive dissonance, also known as buyer's remorse. Often consumers are faced with two or more alternatives. Choosing one may leave us wondering if we should have purchased the other. Marketer's goal? to eliminate cognitive dissonance You've spent months shopping for a new car, comparing features and narrowing down the alternatives. Finally, you make your decision and purchase one that's just the right car for you. But now you’re feeling anxious about the decision, second-guessing the wisdom of your choice., i.e. you’re experiencing cognitive dissonance. What could a marketer do to make you feel better about your purchase? Involvement What is Involvement? The strength of a consumer's motivation to attain a goal. The importance a consumer places on an object based on inherent needs and interests. The amount of time and effort a buyer invests in the decision processes (e.g to process information) Motivational level Low (inertia, habit) High (passion) When are you involved? When the product or service: • Is important to your self-image. • Is of continual interest to you fashion/computers • Entails significant risks • Has emotional appeal • Is identified with group norms or is socially visible A Comparison of Low & High Involvement Hierarchies Low Involvement: Inertia 1. Brand beliefs formed by passive learning 2. A purchase decision is made 3. The brand may or may not be evaluated afterwards High Involvement: Elaboration 1. Brand beliefs are formed first by active learning 2. Brands are evaluated. 3. A purchase decision is made How would you go about marketing a Jersey Milk bar against Cadbury’s Dairy Milk bar based on involvement level? How would you Increase Involvement? • Appeal to hedonic needs – using sensory appeals to generate attention • Use novel stimuli – unusual cinematography, sudden silences, etc. • Use prominent stimuli – e.g. larger ads, more color • Include celebrity endorsers • Build a bond with consumers – Maintain an ongoing relationship with consumers • Link to high involvement issue Philips Panasonic How would you go about marketing your brand of HDTV against a competitor? Values What is a Value? That which one acts to gain or keep. Presupposes the question of value to whom and for what. Eg. Youth, Freedom culturally relative eg. Canada & India on equality every culture has a set of core values change over time Many products are bought because they are believed to help attain a more abstract value. What are some Canadian/American core values? Achievement and Success Individualism Equality Life Religious tolerance Freedom/Liberty pursuit of happiness Democracy Efficiency and Practicality Progress Materialism and Material comfort Humanitarianism Family Independence Youthfulness Fitness & Health faith charity hope justice mercy Humility chastity obedience poverty prayer Values Change 1896 1960 1918 1970 1924 1935 1986 1990 1955 2008 The List of Values (LOV) Scale Individual values 1. Selffulfilment, 2. excitement, 3. sense of accomplishment 4. selfrespect Focus on the external world 5. belonging 6. being wellrespected 7. security Interpersonal orientation 8. fun and Enjoyment, 9. warm relationships with others What do you look for or want from life? Rank each value on how important it is in your daily life, where 1 = very important, and 9 = very unimportant Typical North American Rankings 1. Self Respect 2. Warm Relationships 3. Self-fulfilment 4. Fun and enjoyment in life 5. Security 6. Being Well Respected 7. A Sense of Accomplishment 8. A Sense of Belonging 9. Excitement The values consumers endorse relate to differences in consumption behaviours -- segmentation What sort of products or service are consumers likely to buy/use who endorse excitement? What marketing communications media would you use to reach them? What values do readers of Reader’s digest have The Means End Chain Model Assumes specific product attributes are linked to terminal values. Products are thus valued as the means to an end products are consumed because they are instrumental in attaining more abstract values. Three levels: 1. Attributes: concrete and tangible characteristics e.g 1% fat in milk 2. Benefits/Consequences: what the product is perceived as doing or providing to the consumer. May be related to use or socio-psychological consequences of consumption. E.g. lose weight. 3. Values: intangible outcomes or ends eg. long life, good The Means-End Chain Aim promotion/ positioning at higher levels of chain! Values Benefits Attributes Self-esteem Feeling of power Performance Fast acceleration Large engine FIGURE 7.3 Means End Chain for Milk Attributes Benefits Low fat Healthy Calcium Ingredients Vitamins Personal Values Self-respect Wisdom Healthy bones Comfortable life Wisdom Good taste Pleasure Happiness Enhanced Excitement sexual ability Fun Pleasure In MEC theory the three concepts are linked hierarchically 1% milk fat loose weight long life Attributes (A) lead to benefits (B), to produce value satisfaction (V): Linking the intermediate elements in the chain to reveal their relationships to the terminal value called laddering Data are gathered for a MEC analysis by interviewing consumers about which attributes are most important for them in differentiating among the types or brands of a given product. By doing it for many attributes leads to hierarchical value map which represents the associations among the key concepts marketers can decide which attributes are most important for achieving the values that the consumers want HVM for toothpaste Construct a hypothetical means endchain model for the purchase of a bouquet of roses. How might a florist use this approach to construct a promotional strategy? Implications of Consumer Values for Marketing Strategy Knowledge of what attributes and benefits are important to consumer Marketing communications eg advertising to appeal to certain values Cultural changes can impact demand for goods and services - environmental scanning and market research necessary. Need for marketers who operate globally to appreciate and take into consideration cross-cultural differences A dietary supplement that emphasizes the value of longer life – even in the product name