CHANGE IN
CONSUMER
BEHAVIOUR
Evolution

CONSUMER
BEHAVIOR
Consumer Behavior is the study
of individuals, groups, or
organizations and all the
activities associated with the
purchase, use & disposal of
goods & services & how the
consumer’s emotions, attitudes
& preferences affect buying
behavior.
02

2.5
0.1 0 0
1.5 1.5
4.5 4.5
4
3.6 3.5 3.5
3
5.4
6
6.4
5 5
LANDLINE MUSIC SYSTEM COLOR TV WASHING
MACHINE
REFRIGERATOR COMPUTER OR
LAPTOP
Durable Goods Purchases
(% of Indians who own or use)
1980 2000 2020
How has Change occur In Consumer
Behaviour?
3
1.3
1.5
1.8
3.7
3.5
3.2
5 5 5
CHILDERN'S
EDUCATION
ELECTRONICS &
DURABLES
TRAVEL &
ENTERTAINMENT
Saving Goals
(% of Indians who identified these as among
their goals)
1980 2000 2020

WHAT CUSTOMERS EXPECT?
4
Want to speak with a
expertise on the
phone for difficult
inquiries.
Are satisfied with clear
information posted to
company website for
simple inquires
Want easy access to
customer services
Want access to faster
customer services.
Feel it is extremely important
that customer service agents
know their customers history
based on previous interactions.

CONSUMER CHANGE
Traditional approach
Modern approach
 UTILITARIAN (BASIC
NEEDS)
 HEDONIC (EMOTIONAL
NEEEDS)
 SYMBOLIC (SOCIAL
NEEDS)
05
▲How
Customers
Expectation
were evolved?
• PERSONALISATION
• SIMPLICITY
• ANYTIME & ANYWHERE
• PERFORMANCE
• NEW FUNCTIONALITIES
▼Understanding
Customer
Requirements/Need
s
▲How has
consumer
expectation
change in over
time?

6
CONSUMER
SURVEY

Where did people go for shopping?
7
25%
25%
33%
17%
SUPERMARKET
TRADITIONAL MARKET
ONLINE SHOPPING
MALL
AGE MODERN WAY TRADITIONAL WAY
15-25 ONLINE SHOPPING SUPERMARKET/MALL
25-35 MALL TRADTIONAL MARKET
45-55 TRADITIONAL/SUPER
-MARKET
TRADITIONAL
MARKET

WHY DID THEY PURCHASE FROM HERE?
8
56%
26%
18%
Convenient Place
More Discount
Good
Environment
AGE MODERN WAY TRADITIONAL
WAY
15-25 DISCOUNT CONVENIENT PLACE
25-35 GOOD
ENVIRONMENT
MORE DISCOUNT
45-55 CONVENIENT PLACE MORE DISCOUNT

HOW DO THEY GET INFORMATION ABOUT THE
PRODUCT/BRAND?
9
AGE MODERN WAY TRADITIONAL WAY
15-25 SOCIAL MEDIA
PLATFORM
ADVERTISEMENT
25-35 WORD OF MOUTH FAMILY/ADVERTISEM
NT
45-55 ADVERTISEMENT/
FAMILY
INFLUENCE/RADIO/
ADVERTISEMENT
34%
33%
33%
SOCIAL MEDIA
PLATFORM
WORD OF MOUTH
ADVERTISEMENT

What are you expecting while purchasing the
product?
10
AGE MODERN WAY TRADITIONAL WAY
15-25 QUALITY QUALITY
25-35 QUALITY QUALITY
45-55 QUALITY QUALITY
34%
33%
33%
QUALITY
QAULITY
QAULITY

Are they brand loyal?
11
34%
33%
33%
YES
YES
NO
AGE MODERN WAY TRADITIONAL WAY
15-25 YES NO
25-35 YES NO
45-55 NO NO

Mode Of Payment?
12
34%
33%
33%
ONLINE
CASH/DEBIT
CASH
AGE MODERN WAY TRADITIONAL WAY
15-25 ONLINE CASH
25-35 CASH/DEBIT CASH
45-55 CASH CASH/CREDIT

CONCLUSION
According to my survey consumer cannot
drop all traditional media as well as they
could not avoid the social media.
In the matter of fact, basic reasons are
change in consumer behavior:
a) LIFESTYLE
b) INCREASE IN STANDARD OF LIVING
c) TECHNOLOGY
d) INFLATION RATE
e) MONEY SUPPLY IN THE ECONOMY
13

THANK
YOU!