Consumer insights are not easy tasks, especially when we use the set of assumptions about how the world works and looks like. Assumptions can work as stereotypes; they narrow our sight and prevent us from understanding the consumers and from connecting with them effectively. Another mistake we commit is the artificial disconnection of body, brain and society (G. Zaltman). Such an approach to consumer insights results, to express it figuratively, with the picture of the consumer without the head. The media planner job gets even more complicated when we realize that we don't have any obvious evidence that advertising can increase sales. We are talking a lot about ROI models, but while making them, we forget about the most important part of this chain – the consumer. Unfortunately consumer’s actions can’t be put in any model, simply because people are unpredictable!
The world and people are changing constantly nowadays, but our methods of understanding people are still the same. The world seems to be faster then our mind. And we are too often, too eager to change the world before understanding in the first place, how the world is built.
The key element of the communication chain – understanding the Consumer
The core of media planning process is the understanding the consumer. The primary goal of media planning is to communicate effectively and connect with the consumers and to achieve this goal we need to know, who the consumers are and what are they thinking. The thinking part is the trickiest one; we can’t understand thinking without taking a closer look at the cognitive neuroscience. Why neuroscience should be interesting for media planners? Neuroscience is the biological study of the human brain, which goal is to understand how the brain produces behavior, and how humans choose and how such choice is inescapably biological process (according to researchers, the act of deciding whether to make a purchase lasts 2.5 seconds).
Cognitive neuroscience uses two main form of analyzing the brain activity; both reveal how specific brain structures are used when processing different tasks:
1) FMRI (functional magnetic resonance imagining) tracks blood flow as people perform mental tasks, specific regions lit up, showing increased blood flow. This is very advanced tool, however has many disadvantages: high costs, immobility, long time, only one person at a time can be tested, no place for spontaneity for respondent, due to clinical conditions
2) QEEG (quantified electroencephalography) dates from the 1920's and measures electrical potential from the brain. It can also measure the time taken to process stimuli. It is more advantageous than fMRI, due to its practicality, small size, cost-effectiveness, convenience and mobility. It gives opportunity to make research in the real life, while shopping, watching TV, etc., as it is equipped with a hard disk drive that can record up to 30 hours of brain activity.
Why is there such focus and interest on neuroscience? The newest research discovers that most of things happening in our heads happen on the unconscious level. In fact we are talking about 90% of all process taking place in our brain, which we actually don't have a clue they are happening.
“Most of our thought is unconscious – that is fundamentally inaccessible to our direct, conscious introspection. Most everyday thinking occurs too fast and at too low level in the mind to be accessible. Most cognition happens backstage” (Lakoff & Nunez, 2000).
What people say is not what people do, as we are not thinking in words. We usually don't know our own mind. Hence the urge for understanding and finding the reasons lying beneath humans’ actions, decisions and behavior occurs.
Without any doubt, neuroscience has an ability to open windows on human mind. And gets us closer to consumers and the ways they think.
The Core – The Brain
The brain is an enigmatic, still undiscovered biological computer, with seemingly simple brain structure. Brain consists of three major parts: outer brain, so called cortex or neocortex. It was developed recently due to evolution; neocortex embodies higher intelligence, has cognitive character, is responsible for learning, logic and language and has ability to distinguish between smart decisions and stupid ones. Second part is a middle brain, known as limbic system. This part consists of amygdala, hippocampus, and other structures associated with emotions. The limbic system is a room for emotions and feelings. This part of the brain is in the major part non-cognitive and controls mood, memory and hormones. The third part of the brain, the oldest and deepest one is called R complex or reptilian brain (brain stem and cellebrum). Here all primary instincts are controlled: hunger, temperature, etc. R complex is the survival brain. It doesn't use words, it communicates through images. All three parts are inseparable and communicate with each other:
You hear the baby crying. complex registers it, tells limbic system about it. The limbic system registers emotions like compassion, concern, love. Those feelings are communicated to cortex, which says – ‘go and see what happened to the baby, ‘feed the baby’, or ‘change the diaper’ etc. These are logic conclusions drawn from the seen or heard happenings.
This seems very simple, but when we look deeper inside human’s brain, we can see around 100 billions neurons and 1.000 trillions different connections between them. It leaves not a shadow of a doubt that brain is very complicated machine and proves the fact that people are unpredictable, as the number of possible connections is endless.
Home Sapiens vs. Homo Economicus
Over many years we have believed to be rational individuals. In 1600s Descartes believed that humans are very rational and emotions create only irrationality - Cogito ergo sum (I think therefore I am) illustrates his theory on humans rationality and superiority of thought over emotions. 20th century brought major paradigm shift and claims that emotions guide rationality and cause attention, to paraphrase Plato: mind is a carriage driving two horses: reason and emotion, the reason seems only to be a pony. Thoughts are never separate from emotions, and emotions are never separate from thoughts. (A. Damasio) Apart from emotions, the most potent part of brain is R complex. It has the leading voice, even over the logical and intelligent cortex. People then, can be influenced by reaching and triggering the instincts in the reptilian brain.
The fact that humans are everything but Homo Economicus, and are using emotions in decisions making process, has a crucial impact on the communication and media planning. We communicate no longer to rational, reasonable person, who makes only wise decisions, based on common sense. Our target group is in fact unpredictable, and their actions, choices they made are based on emotions, and instincts. On top of this, nowadays consumers have more power than ever, and marketers have to compete for their attention in increasingly crowded media space. The situation requires the paradigm shift in communication planning.
From Neuroscience to Neuromarketing
Neuromarketing, the new discipline using neuroscience in advertising and marketing industry is very popular nowadays. There are many new companies specializing in the neuroscience of ‘advertising mind’, just to mention the few: BrightHouse, Neuroco, and Neurosense. Despite different public reactions to the neuromarketing phenomenon, more and more international companies reach for neuromarketing methods to improve their communication planning (amongst them are P&G, General Motor Company, Virgin, Coca – Cola). And more and more tests are conducted.
Dr. P. Read Montague, a neuroscientist at the Baylor College of Medicine in Houston carried independent Coca Cola vs. Pepsi study. The study showed that some people did not choose a drink based on a taste alone. Blind tests winner was Pepsi, due to its better taste. But knowing the brand more people (4 out of 5) tend to choose Coca Cola over Pepsi. Researchers at the University of California in Los Angeles looked at how Democrats and Republicans differ in their responses to images of the September 11th terrorist attacks. The research showed that Democrats were mere fearful.
Daimler Chrysler Corporation tested male brain reactions to the images of the sport cars; they activated the reward centers (the same centers are activated by drugs and alcohol). Another finding was that sport cars cause reaction in the areas responsible for face recognition, which indicates that men anthropomorphize their cars. And the latest research conducted at London hospital for Viacom Brand Solutions, measuring brain activity amongst people aged 18-34, while TV ads were screened. It discovered that the more advertising content is relevant to the program environment in which it appears the higher probability to generate brain activity in the areas of the brain commonly associated with advertising effectiveness. Moreover researcher has found out that advertising generates more brain activity than the programming in which it appears, if it is relevant.
Despite those exciting discoveries, public opinions are divided. Some perceive neuromarketing as hype, which is coming to fail soon, without achieving any significant success in the field, or as Orwellian, or Burgess’ Clockwork Orange style tool, which goal is to find out ‘buy button’ in the consumers’ heads and reduce their free will and tool that is a serious infringement of personal freedom (see Commercial Alert website). Others are very optimistic and believe neuromarketing will bring the breakthrough in communication planning. The truth is that there is no absolute truth and there are more questions than answers. The brain is still an unexplored organ; we still don't have its map and don't know how neurons travel, what’s happening between decision making and action and what the implications of activity in brain to behavior are.
Another obstacle for neuromarketing is that there are no people who are experienced in both marketing and neuroscience, what makes linkage between those two disciplines difficult. Having that picture of neuromarketing as quite new and developing discipline, that operates with assumptions rather than conclusions, finding the ‘buy button’ sounds like a pure science fiction. We don't even know if such button exists!
The current knowledge of human brain makes impossible reply Spielberg’s ‘Minority Report’ in the real life.
Neuromarketing Meets Media Planning
The psychology and neuroscience has the huge value for the media planning. It allows us to get under the skin of the consumer and gives us the base for building the framework for advanced media planning with the new Zaltman’s paradigm in the center.

We need the holistic model and genuine curiosity in order to understand the consumers fully and build effective communication. We have already acknowledged that integrated communication is a must. Furthermore we must accept that the consumer (also media planners) is not a rational being, the emotions damp reason, and the consumer doesn't think in linear or hierarchical ways. We are lacking only to implement that into our everyday work, put forth the complete consumer experience, and avoid ignoring any of 4 elements: body, mind, brain and society. We have lots of knowledge already but there are gaps, the biggest gap concerns the human’s brain. Therefore I do believe the neuroscience has an ability to be helpful in media planning. It can provide us with a lot basic information about consumer’s thinking. We don't know the emotional drivers for the decisions making and the traditional research can’t capture those emotional factors, as we are not able to articulate our feelings fully and real drivers lies deep. We need profound knowledge to understand why people behave the way they do and why they choose the products, they do. Neuroscience should be a complementary tool for consumer research. It is not strong enough to exist as a stand alone method, but it can complement standard consumer research. It is a question about knowing that vs. knowing why.
Media planners should be driven by curiosity and perceptiveness should be our main goal. We can achieve that but it demands moving the focus from ROI, rational theories, and demographics to comprehending how the mental activity occurs. We can do this through researching the biological process, taking place in the brain, and all kinds of psychological, social and cultural process people experience in their life. This is very compound process, requiring the engagement from media planners and marketers side. We need to learn more about consumer needs, understand their triggers and respect them.
We should never again forget that the real power is in psychology and neuroscience – the TV and other media are scarcely simple tools designed to bear messages.
Tags: Neuromarketing, neuroscience