Jerry Zaltman's 'How Customers Think' offers fresh insights into why companies are increasingly frustrated by consumer research. Drawing on contemporary brain research, he exposes fatal flaws in the hallowed premise in traditional consumer research that asking customers about their motivations is the best way to get clues about their future behavior.
Zaltman points out that surveys, questionnaires and focus groups fail to get behind the curtains of consciousness. This can prove fatal for a marketing program because at least 90% of mental activity that leads to perceptions, thinking and decisions takes place outside the conscious mind.
However, traditional research and marketing largely ignores the contents of the unconscious mind. Why is this so, when contemporary brain research has learned that this is where motivations as well as perceptions and decisions originate? Because lacking an understanding of how minds work, researchers and marketers must depend by default on consumers' conscious rational responses. However, disconnects between what consumers consciously think and what they feel at deeper levels often lead to marketplace failure.
Zaltman reconnects the emotional, feeling dimension of consumers' minds (right brain as it were) with the perceiving, thinking (left brain) dimension of their minds to yield a holistic picture of customers' minds.
Marketing often fails expectations because undue attention is given the contents of the rational left brain that respondents disgorge in traditional consumer research. Zaltman observes that researchers and marketers widely ignore the deep shadowy realm of motivating emotions because it is easier to record, process and analyze what consumers say directly about their needs and motivations.
Zaltman observes that recent brain research shows that emotional arousal is essential to the generation of sustained interest in a matter. Brain patients whose emotional capabilities have been destroyed while still having normal reasoning powers cannot determine whether one brand or another is best for them. Brand loyalty, it seems, is determined more by emotional responses than by rational analysis.
Zaltman shows how to get better guidance than direct questioning of them yields about what will stir consumers' emotions. In doing this he addresses one of the most curious defects in traditional research and marketing: decisions are more often determined by the rules of statistical math than by tenets of behavior science. However, this should not be surprising because few marketers have grounding in how minds work. After all, a person can earn an MBA in marketing without a single course in behavior.
If the primary functional purpose of marketing is getting the attention of minds and influencing them to action, then it should follow that a deeper understanding of how minds work will make marketers more effective in doing that. However, with Zaltman's book in hand, one needs not go back to school for a degree in psychology to gain a practical understanding of how customers' minds work.
A word of caution, however: This book is to be studied, not scanned. It does not offer the simple, sound bite-sized solutions that are so commonplace in marketing books and that make them quickly forgettable. Zaltman's book will not be forgettable to any person who makes a study of his book because he/she will experience a quantum leap in understanding how customers think.
This book is certainly outstanding but I recommend it only to those who are (a) corporate marketing managers, (b) principals, account supervisors, and account managers in advertising agencies, and (c) students enrolled in MBA programs, preferably if read in combination with Joseph Murphy's The Powers of Your Subconscious Mind. Zaltman makes significant demands on his reader as he explores with meticulous care how all people (not only customers) function both on the conscious and subconscious level. He identifies and applies a number of key terms such as cognitive unconscious, metaphor elicitation, response latency, and neuroimagining. He explains the Metaphor-Elicitation process, how to use a Consensus Map, and memory's "fragile power." For me, some of the most interesting and most valuable material is provided in Chapter Nine ("Memory, Metaphor, and Stories") and Chapter Ten ("Stories and Brands"), in part because I am especially interested in organizational symbols, rituals, and traditions. Zaltman shifts his and his reader's attention to "Crowbars for Creative Thinking" (a terrific chapter title) following by the final two chapters in which he (somehow) reviews and then integrates all of his key concepts while explaining how and why "Quality Questions Beget Quality Answers" and how to launch a "New Mind-Set."
I hope you have noted my frequent use of "how to" while briefly reviewing the range of subjects embraced by Zaltman's own intellect as he takes a "frank" look at the state of marketing today, introduces and analyses a "new paradigm" through examples of "how companies today apply the paradigm's principles, with remarkable results," and (in Part III) expands the perspective beyond customers' and consumers' thinking. Specifically, Zaltman shows managers ten ways to "break out of the box" when thinking about consumers and marketing -- and how they can help their colleagues to do the same. In Chapter 12, he suggests that new ways of thinking begin with better ways of asking questions and offers eight guidelines. Then in Chapter 13, Zaltman offers a word of caution about regressing into "business as usual" attitudes and practices, to what Jim O'Toole has characterized as "the ideology of comfort and the tyranny of custom." Zaltman views his book as a "starting point" for better representing (and understanding) the "mind of the market," which is to say both the conscious and subconscious mind of the given customer or consumer.
Zaltman's reference to a "starting point" can be interpreted in quite different ways. Some may conclude that he is suggesting that his book offers an appropriate "starting point" for those in need of books about marketing. In m y opinion, that is not his intention. (My own recommendations would be Theodore Levitt's The Marketing Imagination, Ries and Trout's Positioning, and Harvard Business Review on Marketing. After a careful reading of those two volumes, Zaltman's book will be much more accessible.) Rather, I think Zaltman's use of the term "starting point" has quite a different purpose: To suggest (and I agree) that mankind's efforts to understand what the mind is, how it works, etc. have only just begun...especially with regard to efforts to understand how and why customers think. Our "voyage from the familiar" has only begun.
This is one of several books I felt obliged to re-read at least once before attempting to formulate a review of it. (Others include Edelman's Bright Air, Brilliant Fire and Pinker's How the Mind Works.) Earlier, I suggested that this brilliant but challenging book would be of greatest value to those who are (a) corporate marketing managers, (b) principals, account supervisors, and account managers in advertising agencies, and (c) students enrolled in MBA programs. I'll go with that, taking this opportunity to thank Gerald Zaltman for a uniquely thought-provoking as well as informative intellectual experience. How well I apply what I think I have learned from him has yet to be determined. Frankly, my own journey of discovery is only at its "starting point."
Consumers conscious thoughts are only 5% of their thinking, so it is often that most research doesn't address the incredibly important 95%. Zaltman explains how to do it and how to do it effectively, of course plugging his own firm here and there.
Being in a big ad agency, I know that most work isn't produced with solid research behind it, but instead for a client who has "dictated" what the advertising needs to do or how it should appeal to consumers. The best account planners and managers can take the knowledge from this book and guide their clients to understanding the benefits of this type of research (through ROI) and ultimately achieve better results.