To get customers to buy more in the future, help them buy a gift

July 30, 2019

Researchers from the University of Paderborn and University of Rostock, both in Germany, published a new paper in the Journal of Marketing that examines how the purchase of a gift may promote future brand loyalty with the gifted brand.

The study, forthcoming in the September issue of the Journal of Marketing and titled "Gift Purchases as Catalysts for Strengthening Customer-Brand Relationships," is authored by Andreas Eggert, Lena Steinhoff, and Carina Witte.

Companies are constantly looking for new ways to engage customers with their brands and to build deep and lasting customer-brand relationships. While gifts have been recognized as an effective means to build interpersonal relationships, they can also jump-start customer-brand relationships. The purchase of gifts may engage customers deeply with the gifted brand and promote their future brand loyalty. Also, in contrast with most of marketing's relationship-building instruments, encouraging customers' gifting behavior does not trigger any considerable costs, but instead generates instant returns.

The research team first conducted a field study with an international retailer of beauty products. The hypothesis is that customers purchasing gifts display higher future purchase behaviors towards the brand. The researchers expected that these positive effects would decrease for customers with more purchase experience.

Key findings include:Here is the story behind these findings. Laden with symbolic meaning, gift purchases create buying situations with special importance for customers' identity and are critical touchpoints during customer journeys. Eggert explains that "With so much at stake, gift purchases can deepen the customer relationship with the brand, with positive impacts on key customer metrics like attitude strength and future purchase behaviors. Our research suggests that gift purchases are an opportunity for retailers to engage customers with their brand."

Marketing managers can leverage gift purchases as effective relationship-building marketing instruments in retail settings. First, managers should identify products to position as gifts and promote them as such. Marketing managers should systematically highlight selected products in marketing communications and offer promotional incentives for consumers looking for a gift. Second, managers should target new rather than experienced customers with gift purchase promotions. Third, managers should facilitate the gift selection process. Retail store managers should train and encourage frontline employees to assist customers proactively in the gift selection process, to stimulate customer gratitude. Firms might also develop advanced online filters to help customers identify an appropriate product for specific gift-giving occasions. Fourth, retailers should make their brand more prominent on gift packaging. By providing high-quality, branded gift packaging, retailers can strengthen their customers' public commitment to the brand and stimulate long-lasting attitudinal and behavioral performance outcomes. Finally, retailers should encourage existing customers to recommend the brand to their peers for upcoming gift giving occasions.
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Full article and author contact information available at: https://journals.sagepub.com/doi/10.1177/0022242919860802

About the Journal of Marketing

The Journal of Marketing develops and disseminates knowledge about real-world marketing questions useful to scholars, educators, managers, policy makers, consumers, and other societal stakeholders around the world. Published by the American Marketing Association since its founding in 1936, JM has played a significant role in shaping the content and boundaries of the marketing discipline. Christine Moorman (T. Austin Finch, Sr. Professor of Business Administration at the Fuqua School of Business, Duke University) serves as the current Editor in Chief. https://www.ama.org/jm

About the American Marketing Association (AMA)

As the largest chapter-based marketing association in the world, the AMA is trusted by marketing and sales professionals to help them discover what's coming next in the industry. The AMA has a community of local chapters in more than 70 cities and 350 college campuses throughout North America. The AMA is home to award-winning content, PCM® professional certification, premier academic journals, and industry-leading training events and conferences. https://www.ama.org

American Marketing Association

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