Page 199 - Marketing Management

176 PART 3 CONNECTING WITH CUSTOMERS

• Consumers find the lure of “free” almost irresistible. In one
experiment, consumers were offered normally high-priced
Lindt chocolate truffles for 15 cents and ordinary Hershey
kisses for a penny. Customers had to pick one or the other,
Marketin
Marketing InsightInsight not both. Seventy-three percent of the customers went for the
g
truffles. When the prices were cut to 14 cents for the truffles
and free for the kisses, however, 69 percent of customers
went for the kisses, even though the truffles were actually a
better deal.
Predictably Irrational • The “optimism bias” or “positivity illusion” is a pervasive effect that

In a new book, Dan Ariely reviews some of his own research, as well as transcends gender, age, education, and nationality. People tend to
that of others, that shows that although consumers may think they are overestimate their chances of experiencing a good outcome
making well-reasoned, rational decisions, that is not often the case. As (having a successful marriage, healthy kids, or financial security)
it turns out, a host of mental factors and unconscious cognitive biases but underestimate their chances of experiencing a bad outcome
conspire to result in seemingly irrational decision making in many different (divorce, a heart attack, or a parking ticket).
settings. Ariely believes these irrational decisions are not random but In concluding his analysis, Ariely notes, “If I were to distill one main
are systematic and predictable. As he says, we make the same lesson from the research described in this book, it is that we are all
“mistake” over and over. Some of the thought-provoking research pawns in a game whose forces we largely fail to comprehend.”
insights he highlights include:
• When selling a new product, marketers should be sure to compare Sources: Dan Ariely, Predictably Irrational (New York: Harper Collins, 2008; Dan
Ariely, “The Curious Paradox of Optimism Bias,” BusinessWeek, August 24 and 31,
it with something consumers already know about, even if the new
2009, p. 48; Dan Ariely, “The End of Rational Economics,” Harvard Business
product is literally new-to-the-world with little direct comparisons. Review, July–August 2009, pp. 78–84; “A Managers Guide to Human
Consumers find it difficult to judge products in isolation and feel Irrationalities,” MIT Sloan Management Review (Winter 2009), pp. 53–59; Russ
Juskalian, “Not as Rational as We Think We Are,” USA Today, March 17, 2008;
more comfortable if they base a new decision at least in part on a
Elizabeth Kolbert, “What Was I Thinking?” New Yorker, February 25, 2008; David
past decision. Mehegan, “Experimenting on Humans,” Boston Globe, March 18, 2008.

3. The anchoring and adjustment heuristic—Consumers arrive at an initial judgment and then
adjust it based on additional information. For services marketers, a strong first impression is
critical to establish a favorable anchor so subsequent experiences will be interpreted in a more
favorable light.
Note that marketing managers also may use heuristics and be subject to biases in their own
decision making.

Framing
Decision framing is the manner in which choices are presented to and seen by a decision maker. A
$200 cell phone may not seem that expensive in the context of a set of $400 phones but may seem
very expensive if those phones cost $50. Framing effects are pervasive and can be powerful.
University of Chicago professors Richard Thaler and Cass Sunstein show how marketers can
influence consumer decision making through what they call the choice architecture—the envi-
ronment in which decisions are structured and buying choices are made. According to these re-
searchers, in the right environment, consumers can be given a “nudge” via some small feature in
the environment that attracts attention and alters behavior. They maintain Nabisco is employing
a smart choice architecture by offering 100-calorie snack packs, which have solid profit margins,
while nudging consumers to make healthier choices. 77

MENTAL ACCOUNTING Researchers have found that consumers use mental accounting
78
when they handle their money. Mental accounting refers to the way consumers code, categorize,
and evaluate financial outcomes of choices. Formally, it is “the tendency to categorize funds or
items of value even though there is no logical basis for the categorization, e.g., individuals often
segregate their savings into separate accounts to meet different goals even though funds from any
of the accounts can be applied to any of the goals.” 79