Redefining Customer Expectations: 5 Trends for 2017
-
Upload
brandsquare -
Category
Business
-
view
208 -
download
1
Transcript of Redefining Customer Expectations: 5 Trends for 2017
![Page 1: Redefining Customer Expectations: 5 Trends for 2017](https://reader031.fdocuments.us/reader031/viewer/2022030311/58efaf951a28abfa3c8b4593/html5/thumbnails/1.jpg)
![Page 2: Redefining Customer Expectations: 5 Trends for 2017](https://reader031.fdocuments.us/reader031/viewer/2022030311/58efaf951a28abfa3c8b4593/html5/thumbnails/2.jpg)
BEFORE WE LEAP IN…
![Page 3: Redefining Customer Expectations: 5 Trends for 2017](https://reader031.fdocuments.us/reader031/viewer/2022030311/58efaf951a28abfa3c8b4593/html5/thumbnails/3.jpg)
Maxwell Luthy, Director of Trends & Insights TrendWatching
![Page 4: Redefining Customer Expectations: 5 Trends for 2017](https://reader031.fdocuments.us/reader031/viewer/2022030311/58efaf951a28abfa3c8b4593/html5/thumbnails/4.jpg)
![Page 5: Redefining Customer Expectations: 5 Trends for 2017](https://reader031.fdocuments.us/reader031/viewer/2022030311/58efaf951a28abfa3c8b4593/html5/thumbnails/5.jpg)
WHAT DO WE MEAN BY“TRENDS”?
![Page 6: Redefining Customer Expectations: 5 Trends for 2017](https://reader031.fdocuments.us/reader031/viewer/2022030311/58efaf951a28abfa3c8b4593/html5/thumbnails/6.jpg)
![Page 7: Redefining Customer Expectations: 5 Trends for 2017](https://reader031.fdocuments.us/reader031/viewer/2022030311/58efaf951a28abfa3c8b4593/html5/thumbnails/7.jpg)
![Page 8: Redefining Customer Expectations: 5 Trends for 2017](https://reader031.fdocuments.us/reader031/viewer/2022030311/58efaf951a28abfa3c8b4593/html5/thumbnails/8.jpg)
A consumer trend is a new manifestation among people – in
behavior, attitude, or expectation – of a fundamental human need,
want or desire.
![Page 9: Redefining Customer Expectations: 5 Trends for 2017](https://reader031.fdocuments.us/reader031/viewer/2022030311/58efaf951a28abfa3c8b4593/html5/thumbnails/9.jpg)
INNOVATIONS
![Page 10: Redefining Customer Expectations: 5 Trends for 2017](https://reader031.fdocuments.us/reader031/viewer/2022030311/58efaf951a28abfa3c8b4593/html5/thumbnails/10.jpg)
EMERGING EXPECTATIONS
![Page 11: Redefining Customer Expectations: 5 Trends for 2017](https://reader031.fdocuments.us/reader031/viewer/2022030311/58efaf951a28abfa3c8b4593/html5/thumbnails/11.jpg)
LIGHTBULB MOMENT
![Page 12: Redefining Customer Expectations: 5 Trends for 2017](https://reader031.fdocuments.us/reader031/viewer/2022030311/58efaf951a28abfa3c8b4593/html5/thumbnails/12.jpg)
VIRTUAL EXPERIENCE ECONOMY
CAPACITY CAPTUREINCOGNITO INDIVIDUALS
FIRST RESPONDERS ETHICAL EDUCATORS
![Page 13: Redefining Customer Expectations: 5 Trends for 2017](https://reader031.fdocuments.us/reader031/viewer/2022030311/58efaf951a28abfa3c8b4593/html5/thumbnails/13.jpg)
STATUS SHIFTS…
![Page 14: Redefining Customer Expectations: 5 Trends for 2017](https://reader031.fdocuments.us/reader031/viewer/2022030311/58efaf951a28abfa3c8b4593/html5/thumbnails/14.jpg)
EXPERIENCE ECONOMY…
![Page 15: Redefining Customer Expectations: 5 Trends for 2017](https://reader031.fdocuments.us/reader031/viewer/2022030311/58efaf951a28abfa3c8b4593/html5/thumbnails/15.jpg)
of affluent consumers would choose a luxury experience over a luxury item, a 50% increase on the previous year
T h e M a r t i n i R e p o r t , N o v e m b e r 2 0 1 5
![Page 16: Redefining Customer Expectations: 5 Trends for 2017](https://reader031.fdocuments.us/reader031/viewer/2022030311/58efaf951a28abfa3c8b4593/html5/thumbnails/16.jpg)
EXPERTS
![Page 17: Redefining Customer Expectations: 5 Trends for 2017](https://reader031.fdocuments.us/reader031/viewer/2022030311/58efaf951a28abfa3c8b4593/html5/thumbnails/17.jpg)
OVERSHARING
![Page 18: Redefining Customer Expectations: 5 Trends for 2017](https://reader031.fdocuments.us/reader031/viewer/2022030311/58efaf951a28abfa3c8b4593/html5/thumbnails/18.jpg)
Where next for the Experience Economy?
![Page 19: Redefining Customer Expectations: 5 Trends for 2017](https://reader031.fdocuments.us/reader031/viewer/2022030311/58efaf951a28abfa3c8b4593/html5/thumbnails/19.jpg)
INTERNET OF EXPERIENCES
![Page 20: Redefining Customer Expectations: 5 Trends for 2017](https://reader031.fdocuments.us/reader031/viewer/2022030311/58efaf951a28abfa3c8b4593/html5/thumbnails/20.jpg)
VIRTUAL EXPERIENCE
ECONOMY
![Page 21: Redefining Customer Expectations: 5 Trends for 2017](https://reader031.fdocuments.us/reader031/viewer/2022030311/58efaf951a28abfa3c8b4593/html5/thumbnails/21.jpg)
VIRTUAL EXPERIENCE ECONOMY
In 2017, a shift years in the making finally becomes a reality, as digital experiences (including AR/VR) become real status currency for millions of consumers.
![Page 22: Redefining Customer Expectations: 5 Trends for 2017](https://reader031.fdocuments.us/reader031/viewer/2022030311/58efaf951a28abfa3c8b4593/html5/thumbnails/22.jpg)
Global phenomenon provides chance for status display POKÉMON GO
GLOBAL REACH
![Page 23: Redefining Customer Expectations: 5 Trends for 2017](https://reader031.fdocuments.us/reader031/viewer/2022030311/58efaf951a28abfa3c8b4593/html5/thumbnails/23.jpg)
is the value of the 225 VR & AR venture capital investments made in the last two years.
G o l d m a n S a c h s , J a n u a r y 2 0 1 6
![Page 24: Redefining Customer Expectations: 5 Trends for 2017](https://reader031.fdocuments.us/reader031/viewer/2022030311/58efaf951a28abfa3c8b4593/html5/thumbnails/24.jpg)
VR experience simulates Twin Tower tightrope walk THE WALK
NEW POSSIBILITIES
![Page 25: Redefining Customer Expectations: 5 Trends for 2017](https://reader031.fdocuments.us/reader031/viewer/2022030311/58efaf951a28abfa3c8b4593/html5/thumbnails/25.jpg)
IN 2018…
![Page 26: Redefining Customer Expectations: 5 Trends for 2017](https://reader031.fdocuments.us/reader031/viewer/2022030311/58efaf951a28abfa3c8b4593/html5/thumbnails/26.jpg)
![Page 27: Redefining Customer Expectations: 5 Trends for 2017](https://reader031.fdocuments.us/reader031/viewer/2022030311/58efaf951a28abfa3c8b4593/html5/thumbnails/27.jpg)
VAQSO VR
Device adds scent to VR games
GETTING BETTER
![Page 28: Redefining Customer Expectations: 5 Trends for 2017](https://reader031.fdocuments.us/reader031/viewer/2022030311/58efaf951a28abfa3c8b4593/html5/thumbnails/28.jpg)
LIGHTBULB MOMENT
Can you create virtual experiences that are a REAL status currency?
![Page 29: Redefining Customer Expectations: 5 Trends for 2017](https://reader031.fdocuments.us/reader031/viewer/2022030311/58efaf951a28abfa3c8b4593/html5/thumbnails/29.jpg)
WASTE!
![Page 30: Redefining Customer Expectations: 5 Trends for 2017](https://reader031.fdocuments.us/reader031/viewer/2022030311/58efaf951a28abfa3c8b4593/html5/thumbnails/30.jpg)
WASTE!
![Page 31: Redefining Customer Expectations: 5 Trends for 2017](https://reader031.fdocuments.us/reader031/viewer/2022030311/58efaf951a28abfa3c8b4593/html5/thumbnails/31.jpg)
WASTE!
![Page 32: Redefining Customer Expectations: 5 Trends for 2017](https://reader031.fdocuments.us/reader031/viewer/2022030311/58efaf951a28abfa3c8b4593/html5/thumbnails/32.jpg)
![Page 33: Redefining Customer Expectations: 5 Trends for 2017](https://reader031.fdocuments.us/reader031/viewer/2022030311/58efaf951a28abfa3c8b4593/html5/thumbnails/33.jpg)
![Page 34: Redefining Customer Expectations: 5 Trends for 2017](https://reader031.fdocuments.us/reader031/viewer/2022030311/58efaf951a28abfa3c8b4593/html5/thumbnails/34.jpg)
![Page 35: Redefining Customer Expectations: 5 Trends for 2017](https://reader031.fdocuments.us/reader031/viewer/2022030311/58efaf951a28abfa3c8b4593/html5/thumbnails/35.jpg)
![Page 36: Redefining Customer Expectations: 5 Trends for 2017](https://reader031.fdocuments.us/reader031/viewer/2022030311/58efaf951a28abfa3c8b4593/html5/thumbnails/36.jpg)
EFFICIENCYEXPERTS!
![Page 37: Redefining Customer Expectations: 5 Trends for 2017](https://reader031.fdocuments.us/reader031/viewer/2022030311/58efaf951a28abfa3c8b4593/html5/thumbnails/37.jpg)
CAPACITYCAPTURE
![Page 38: Redefining Customer Expectations: 5 Trends for 2017](https://reader031.fdocuments.us/reader031/viewer/2022030311/58efaf951a28abfa3c8b4593/html5/thumbnails/38.jpg)
CAPACITYCAPTURE
In 2017, consumers demand brands capture idle capacity and claim lost value from wasted resources, all for the good of society and the planet.
![Page 39: Redefining Customer Expectations: 5 Trends for 2017](https://reader031.fdocuments.us/reader031/viewer/2022030311/58efaf951a28abfa3c8b4593/html5/thumbnails/39.jpg)
Out-of-hours restaurants used for co-working spaces SPACIOUS
UNLOCK VALUE
![Page 40: Redefining Customer Expectations: 5 Trends for 2017](https://reader031.fdocuments.us/reader031/viewer/2022030311/58efaf951a28abfa3c8b4593/html5/thumbnails/40.jpg)
Food bank launches 'Reverse Delivery' service
BANCO DE ALIMENTOS
GIVE BACK
![Page 41: Redefining Customer Expectations: 5 Trends for 2017](https://reader031.fdocuments.us/reader031/viewer/2022030311/58efaf951a28abfa3c8b4593/html5/thumbnails/41.jpg)
AUD 60 device allows homes to sell leftover data VELVET
SHARE THE LOAD
![Page 42: Redefining Customer Expectations: 5 Trends for 2017](https://reader031.fdocuments.us/reader031/viewer/2022030311/58efaf951a28abfa3c8b4593/html5/thumbnails/42.jpg)
LIGHTBULB MOMENT
What spare capacity can you unlock?
![Page 43: Redefining Customer Expectations: 5 Trends for 2017](https://reader031.fdocuments.us/reader031/viewer/2022030311/58efaf951a28abfa3c8b4593/html5/thumbnails/43.jpg)
POST-DEMOGRAPHIC ERA
![Page 44: Redefining Customer Expectations: 5 Trends for 2017](https://reader031.fdocuments.us/reader031/viewer/2022030311/58efaf951a28abfa3c8b4593/html5/thumbnails/44.jpg)
ONLINE UTOPIA?
![Page 45: Redefining Customer Expectations: 5 Trends for 2017](https://reader031.fdocuments.us/reader031/viewer/2022030311/58efaf951a28abfa3c8b4593/html5/thumbnails/45.jpg)
![Page 46: Redefining Customer Expectations: 5 Trends for 2017](https://reader031.fdocuments.us/reader031/viewer/2022030311/58efaf951a28abfa3c8b4593/html5/thumbnails/46.jpg)
N B E R , O c t o b e r 2 0 1 6
longer wait times for black Uber passengers in Seattle. Black users in Boston twice as likely to have rides cancelled.
![Page 47: Redefining Customer Expectations: 5 Trends for 2017](https://reader031.fdocuments.us/reader031/viewer/2022030311/58efaf951a28abfa3c8b4593/html5/thumbnails/47.jpg)
NOT GOING AWAY :)
![Page 48: Redefining Customer Expectations: 5 Trends for 2017](https://reader031.fdocuments.us/reader031/viewer/2022030311/58efaf951a28abfa3c8b4593/html5/thumbnails/48.jpg)
INCOGNITOINDIVIDUALS
![Page 49: Redefining Customer Expectations: 5 Trends for 2017](https://reader031.fdocuments.us/reader031/viewer/2022030311/58efaf951a28abfa3c8b4593/html5/thumbnails/49.jpg)
INCOGNITO INDIVIDUALSIn 2017, consumers will embrace new tools, services and platforms that strip away the identity imposed on them by demographic circumstance.
![Page 50: Redefining Customer Expectations: 5 Trends for 2017](https://reader031.fdocuments.us/reader031/viewer/2022030311/58efaf951a28abfa3c8b4593/html5/thumbnails/50.jpg)
Mobile app allows users to live stream anonymously DUSK
SHARE FREE
![Page 51: Redefining Customer Expectations: 5 Trends for 2017](https://reader031.fdocuments.us/reader031/viewer/2022030311/58efaf951a28abfa3c8b4593/html5/thumbnails/51.jpg)
Anonymous chat app filters out bullying via AI CANDID
MODERATED
![Page 52: Redefining Customer Expectations: 5 Trends for 2017](https://reader031.fdocuments.us/reader031/viewer/2022030311/58efaf951a28abfa3c8b4593/html5/thumbnails/52.jpg)
![Page 53: Redefining Customer Expectations: 5 Trends for 2017](https://reader031.fdocuments.us/reader031/viewer/2022030311/58efaf951a28abfa3c8b4593/html5/thumbnails/53.jpg)
LIGHTBULB MOMENT
Can you harness anonymity to set users free?
![Page 54: Redefining Customer Expectations: 5 Trends for 2017](https://reader031.fdocuments.us/reader031/viewer/2022030311/58efaf951a28abfa3c8b4593/html5/thumbnails/54.jpg)
NOT ABOUT HIDING…
![Page 55: Redefining Customer Expectations: 5 Trends for 2017](https://reader031.fdocuments.us/reader031/viewer/2022030311/58efaf951a28abfa3c8b4593/html5/thumbnails/55.jpg)
ABOUT EMPOWERMENT AND UNITY…
BIG BRAND SIN
![Page 56: Redefining Customer Expectations: 5 Trends for 2017](https://reader031.fdocuments.us/reader031/viewer/2022030311/58efaf951a28abfa3c8b4593/html5/thumbnails/56.jpg)
AGILE MANIFESTO
![Page 57: Redefining Customer Expectations: 5 Trends for 2017](https://reader031.fdocuments.us/reader031/viewer/2022030311/58efaf951a28abfa3c8b4593/html5/thumbnails/57.jpg)
REACH AND RESOURCES
![Page 58: Redefining Customer Expectations: 5 Trends for 2017](https://reader031.fdocuments.us/reader031/viewer/2022030311/58efaf951a28abfa3c8b4593/html5/thumbnails/58.jpg)
FIRST RESPONDERS
![Page 59: Redefining Customer Expectations: 5 Trends for 2017](https://reader031.fdocuments.us/reader031/viewer/2022030311/58efaf951a28abfa3c8b4593/html5/thumbnails/59.jpg)
FIRST RESPONDERS Consumers are looking to big brands to leverage their resources to respond near-instantly in crisis situations. After all, agility isn’t just for startups!
![Page 60: Redefining Customer Expectations: 5 Trends for 2017](https://reader031.fdocuments.us/reader031/viewer/2022030311/58efaf951a28abfa3c8b4593/html5/thumbnails/60.jpg)
Brand repurposes billboards into shelter materials COCA-COLA
![Page 61: Redefining Customer Expectations: 5 Trends for 2017](https://reader031.fdocuments.us/reader031/viewer/2022030311/58efaf951a28abfa3c8b4593/html5/thumbnails/61.jpg)
BANCOESTADO
Bank postpones installments for natural disaster victims
![Page 62: Redefining Customer Expectations: 5 Trends for 2017](https://reader031.fdocuments.us/reader031/viewer/2022030311/58efaf951a28abfa3c8b4593/html5/thumbnails/62.jpg)
Free accommodation offered to people affected by travel ban
AIRBNB
![Page 63: Redefining Customer Expectations: 5 Trends for 2017](https://reader031.fdocuments.us/reader031/viewer/2022030311/58efaf951a28abfa3c8b4593/html5/thumbnails/63.jpg)
LIGHTBULB MOMENT
Can you use agility in a way that truly helps?
![Page 64: Redefining Customer Expectations: 5 Trends for 2017](https://reader031.fdocuments.us/reader031/viewer/2022030311/58efaf951a28abfa3c8b4593/html5/thumbnails/64.jpg)
BETTERMENT
![Page 65: Redefining Customer Expectations: 5 Trends for 2017](https://reader031.fdocuments.us/reader031/viewer/2022030311/58efaf951a28abfa3c8b4593/html5/thumbnails/65.jpg)
BEYOND PHYSICAL
![Page 66: Redefining Customer Expectations: 5 Trends for 2017](https://reader031.fdocuments.us/reader031/viewer/2022030311/58efaf951a28abfa3c8b4593/html5/thumbnails/66.jpg)
ETHICAL EDUCATORS
![Page 67: Redefining Customer Expectations: 5 Trends for 2017](https://reader031.fdocuments.us/reader031/viewer/2022030311/58efaf951a28abfa3c8b4593/html5/thumbnails/67.jpg)
ETHICAL EDUCATORSConsumers accustomed to increasingly sophisticated efforts to optimize their life, now seek to become a better person. They’ll reward brands that serve up the new tools, platforms and experiences that can help them find the answers.
![Page 68: Redefining Customer Expectations: 5 Trends for 2017](https://reader031.fdocuments.us/reader031/viewer/2022030311/58efaf951a28abfa3c8b4593/html5/thumbnails/68.jpg)
Media agency's bot teaches people about their unconscious biases MEC GLOBAL
![Page 69: Redefining Customer Expectations: 5 Trends for 2017](https://reader031.fdocuments.us/reader031/viewer/2022030311/58efaf951a28abfa3c8b4593/html5/thumbnails/69.jpg)
Outdoor art installation aims to reduce street harassment THE WALKWAY
![Page 70: Redefining Customer Expectations: 5 Trends for 2017](https://reader031.fdocuments.us/reader031/viewer/2022030311/58efaf951a28abfa3c8b4593/html5/thumbnails/70.jpg)
VR used to teach people about the life of the honey bee HÄAGEN-DAZS
![Page 71: Redefining Customer Expectations: 5 Trends for 2017](https://reader031.fdocuments.us/reader031/viewer/2022030311/58efaf951a28abfa3c8b4593/html5/thumbnails/71.jpg)
LIGHTBULB MOMENT
How might you help your customer in their journey to become better person?
![Page 72: Redefining Customer Expectations: 5 Trends for 2017](https://reader031.fdocuments.us/reader031/viewer/2022030311/58efaf951a28abfa3c8b4593/html5/thumbnails/72.jpg)
STATUS SEEKERS
HELPFULL
PLAYSUMERS
YOUNIVERSE
BETTERMENT
JOYNING
EPHEMERAL
LOCAL LOVE
HUMAN BRANDS
POST-DEMOGRAPHIC
FUZZYNOMICS
UBITECH
BETTER BUSINESS
REMAPPED
PRICING PANDEMONIUM
INFOLUST
TREND FRAMEWORK
![Page 73: Redefining Customer Expectations: 5 Trends for 2017](https://reader031.fdocuments.us/reader031/viewer/2022030311/58efaf951a28abfa3c8b4593/html5/thumbnails/73.jpg)
THANK [email protected]