What you will study
Here’s a brief guide to the content of the module, with each of the blocks lasting between four and six weeks.
Block 1: Introduction to understanding customers
In this block you'll follow the evolution of marketing to its current focus on ‘customer experience management’. You'll find out why marketers now treat customers as partners in value creation, making it more important than ever to understand their needs and motivations. As well as being introduced to the historical roots of everyday practices like shopping, you will learn about cutting-edge developments in how marketers approach customers such as behavioural economics, consumer culture theory and neuromarketing. You'll also address basic ideas about how organisational customers behave differently from consumers who purchase on behalf of themselves and their households, and what this means for marketing. You’ll have the opportunity to reflect on how to develop valuable digital and marketing skills and how the module will support them.
Block 2: The individual consumer
This block addresses customers as individuals. You'll encounter classic psychological theories on decision making, involvement, learning, memory and perception, and discuss their continued relevance. You'll develop digital and collaborative skills through blogging about aspects of your own consumer behaviour related to what you are learning, and comment on the blog posts of others.
Block 3: Attitudes and motivational processes
You'll continue the exploration of attempts to explain customer behaviour through scientific methods. You'll discover how marketers have taken up models and approaches from social psychology and other disciplines to try and understand processes such as motivation, attitude formation, and how customers select and process persuasive messages. You’ll be encouraged to adopt a critical perspective on these theories and techniques, alongside recent theory on consumption and identity, and gendered aspects of consumption.
Block 4: A meso and macro perspective on customers
Your focus now widens to place buyers in their social and cultural settings. You'll learn to identify different groups (including families and other social formations) and their influence on consumption. You’ll also find out how to tap into opinion leadership and followership in social networks (including online), and how to interpret contemporary trends in consumer research. You'll participate in a peer review exercise that requires you to use presentation software to draft a poster on which you'll exchange feedback with other students on the module. This will hone your digital and collaborative skills, as well as giving you invaluable insight into the assessment process which you can take with you into future study. Please note, this exercise necessitates unmoveable deadlines (for submission of drafts and feedback) within the block, so careful advance planning on your part is essential. You will submit your poster in its final version, accompanied by a written reflection, at the end of the block.
Block 5: B2B buying behaviour
The module concludes as you explore organisational buying (also known as business to business or ‘B2B’ buying) while revisiting your learning from preceding blocks by comparing business customers and individuals who purchase goods and services for personal or household use. You'll learn to use concepts and tools like buyer typology, the ‘buy grid’ framework, relationship marketing, and branding in an organisational context. What you'll learn in this block will increase your effectiveness at work by making you more aware of internal and external exchange relationships and how they relate to your role.
Relevant to students who work in, or plan to work in, marketing and marketing related jobs, in both commercial and non-profit organisations.