1. POST PURCHASE CONSUMER BEHAVIOUR How does the buyer make purchasing decisions? THE BUYING DECISION PROCESS: THE FIVE-STAGE MODELProblem RecognitionInformation SearchEvaluation of AlternativesPurchase Decisions Post-Purchase Behavior
2. Post-Purchase Behavior: After the purchase, the consumer might experience dissonance about their purchase and be alert to information that supports their decision. Marketing communications should supply beliefs and evaluations that reinforce the consumer’s choice and help him or her feel good about the brand. Marketers must monitor post-purchase satisfaction and post-purchase actions.
3. PURCHASE POSTPURCHASE DISSONANCE NONUSE USAGE PRODUCT DISPOSAL COMPLAINT BEHAVIOUT EVALUATION SATISFACTION REPEAT PURCHASE DISCONTINUE USE BRAND SWITCHING INCREASED USE COMMITTED CUSTOMER POST PURCHASE CONSUMER BEHAVIOUR
11. Insufficient time to evaluate Did I Do the Right Thing? ** Dissatisfied customers communicatemore negative word of mouth than satisfied customers communicating positive word of mouth. POST PURCHASE CONSUMER BEHAVIOUR
12. PURCHASE POSTPURCHASE DISSONANCE NONUSE USAGE But, most of the purchases are followed by product use, even if post-purchase dissonance is present.
13. PURCHASE POSTPURCHASE DISSONANCE NONUSE USAGE PRODUCT DISPOSAL COMPLAINT BEHAVIOUT EVALUATION Product use often requires the disposition of the product package or the product itself. During, and after use, the purchase process and the product are evaluated by the customer. Unsatisfactory evaluations may produce complaints by those consumers. Appropriate responses by the firm may reverse the initial dissatisfaction among those who complained POST PURCHASE CONSUMER BEHAVIOUR
14. PURCHASE POSTPURCHASE DISSONANCE NONUSE USAGE PRODUCT DISPOSAL The result of all these responses by the firm level of satisfaction, which in turn in a loyal, committed customer, one who is willing to repurchase, or a customer who switches brands or discontinues using the product category. COMPLAINT BEHAVIOUT EVALUATION SATISFACTION REPEAT PURCHASE DISCONTINUE USE BRAND SWITCHING INCREASED USE COMMITTED CUSTOMER POST PURCHASE CONSUMER BEHAVIOUR