Customer Experience Trends for 2017 that will influence how consumers want to experience your goods and services
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What experiences will customers demand from you in future? Lets look at the current trends and speculate about how people will meet their needs in future and how this will impact the design of your brand experience. View more about what we do on www.brandlove.co.za Email us hello@brandlove.co.za Come to our trends workshop! Trends Innovation Workshop - 14 Feb - Cape Town http://www.brandlove.co.za/product/customer-experience-cx-trends-2017-beyond/ Trends Innovation Workshop - 16 Feb - Johannesburg http://www.brandlove.co.za/product/2017-customer-experience-trends-innovation-workshop-johannesburg/
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Customer Experience Trends for 2017 that will influence how consumers want to experience your goods and services
- 1. © BrandLove Customer Experience 2017 hello@brandlove.co.za 2017 CUSTOMER EXPERIENCE TRENDS By Chantel Botha FEB 2017
- 2. 2 0 1 7 B R A N D L O V E TRENDS CHANTEL BOTHA
- 3. © BrandLove Customer Experience 2017 hello@brandlove.co.za HUMAN NEEDS ARE NOT CHANGING BUT HOW WE MEET THOSE NEEDS ARE CHANGING….
- 4. © BrandLove Customer Experience 2017 hello@brandlove.co.za INTRODUCTION As the new year dawns on us, I want to take a few moments to discuss the emerging trends that are creating pressure for new experiences and setting the bar for old and new expectations. The basic human needs are not changing, but how people are meeting them is being shifted by external change. I went on a quest to look for innovations that are changing what consumers expect from brands and this is a summary of what I found. While reading this, I would like you to ask yourself what this means for your specific industry and your brand, and how can you keep meeting (and exceeding expectations) into the future as we see these innovations integrate into the way we live. There is a polarity to most of these trends where people follow the trend but also lean towards it’s opposite.
- 5. © BrandLove Customer Experience 2017 hello@brandlove.co.za
- 6. © BrandLove Customer Experience 2017 hello@brandlove.co.za We are seeing more and more collective intelligence where customers are being asked feedback on products, where ratings are being actively used to improve products. We see groups of people interested in a specific topic that are learning from each other be it fitness fanatics, nature lovers or tech geeks. They have the means to with technology gather in large scale and build collective intelligence. At the other end of the intelligence scale, we see artificial intelligence emerging much stronger than before. INTELLIGENCE ARTIFICIAL | COLLECTIVE 1
- 7. © BrandLove Customer Experience 2017 hello@brandlove.co.za 1 INTELLIGENCE ARTIFICIAL | COLLECTIVE
- 8. © BrandLove Customer Experience 2017 hello@brandlove.co.za 2 ENGAGEMENT ATTACHMENT | DETACHMENT We are seeing people becoming more attached to devices that record and report their every move. More organizing and outsourcing of tasks are being left to technology and wearable technology to fulfill. We are also seeing people detach deliberately with public announcements that they will be going ‘off the grid’ to rest and recuperate. People are realizing the not so positive impacts of being online all the time, and they are deliberately creating disciplines to make sure that there is off line time.
- 9. © BrandLove Customer Experience 2017 hello@brandlove.co.za 2 ENGAGEMENT ATTACHMENT BLINKCAM A team in Japan has made hands-free photography simpler than ever - - at least, for people who wear glasses. The BlinKcam is a camera that attaches to specs and takes pictures when you blink -- finally giving you a legitimate reason to wink at everyone and everything.
- 10. © BrandLove Customer Experience 2017 hello@brandlove.co.za 2 ENGAGEMENT ATTACHMENT | DETACHMENT SNAPCHAT GLASSES Spectacles cost $130 and are initially being sold only through pop-up vending machines across the U.S.
- 11. © BrandLove Customer Experience 2017 hello@brandlove.co.za 2 ENGAGEMENT DETACHMENT
- 12. © BrandLove Customer Experience 2017 hello@brandlove.co.za 3 SHARING TRUST | MISTRUST Looking at how people are innovating around spare capacity and sharing of space, it would appear that trust in our fellow human kind is on the up rise. The proliferation of sharing office space, sharing living space, busying second hand clothes is on the up rise. But as easily as people trust and share, they crucify the brands that violate the ethics and values that come with sharing your most intimate spaces with a stranger. Trust remains a fragile commodity and once broken, brands may never regain the trust of their patrons.
- 13. © BrandLove Customer Experience 2017 hello@brandlove.co.za SILVERNEST Silver nest a service for empty nesters and baby boomers to find a room mate. 3 SHARING TRUST
- 14. © BrandLove Customer Experience 2017 hello@brandlove.co.za AIRBNB Founded in August of 2008 and based in San Francisco, California, Airbnb is a trusted community marketplace for people to list, discover, and book unique accommodations around the world — online or from a mobile phone or tablet. 3 SHARING TRUST
- 15. © BrandLove Customer Experience 2017 hello@brandlove.co.za 4 LIVING EXPERIENCES Through the research for this article, I have observed the trend of people becoming more open to life experiences than buying material goods. Just looking at the proliferation of articles on ’Things to do before you die’, the number of bucket lists for experiences that people want to have, tells me that people are looking for experiences that give them stories to tell and visual stories to record on Facebook, Instagram, and their personal messaging apps.
- 16. © BrandLove Customer Experience 2017 hello@brandlove.co.za 4 LIVING EXPERIENCES TREEHOUSES Treehouses have grown up. No longer just for kids, these childhood icons now have adults climbing aboard. Inspired by TV shows like Animal Planet’s Treehouse Masters and DIY Network’s The Treehouse Guys, people use them as man caves, entertaining spots, getaways, yoga studios in the sky, screened-in birdwatching perches, and whatever else strikes their fancy.
- 17. © BrandLove Customer Experience 2017 hello@brandlove.co.za 4 LIVING EXPERIENCES BALLPIT When you’re a kid, you can’t wait to be an adult. All you dream about is no bedtime, being allowed to eat pudding before dinner and not having to go to school. But when you’re an adult, all you want to do is be five years old again. When all you had to worry about was trying to colour in between the lines. It’s a hard life, being an adult. But luckily, someone’s making it all better for us, with two things: A massive ball-pit and booze. Yep, you can now release your inner child while off your rocker on Jäger.
- 18. © BrandLove Customer Experience 2017 hello@brandlove.co.za Pokémon Go 4 LIVING EXPERIENCES
- 19. © BrandLove Customer Experience 2017 hello@brandlove.co.za 5 REAL VS UNREAL We see virtual websites create popup stores and bands arranging virtual performances. Virtual reality is very prevalent with most big technology players working on devices that promise very real unreal experiences. People are seeking realness and authenticity and deliberate disclosed realness when it comes to using virtual reality to escape reality.
- 20. © BrandLove Customer Experience 2017 hello@brandlove.co.za 5 REAL VS UNREAL ABBA planning a virtual tour in 2018
- 21. © BrandLove Customer Experience 2017 hello@brandlove.co.za 5 REAL VS UNREAL Virtual stores like Facebook and ebay creating pop-up stores for a day Virtual reality Augmented reality Purpose creating for brands – DNA story
- 22. © BrandLove Customer Experience 2017 hello@brandlove.co.za 6 EXCEPTIONAL ORIGINALITY I struggle to be impressed with innovation. I am a hard grader but some of the marketing campaigns, product innovation, experiences offered to consumers have just blown my socks off. The reason, it’s original, remarkable! I think the cynical side of when you have been involved in business and tech innovation too long, is that you use the ‘cop out’ that ‘everything has been done before’ because, I too fear that ‘the best if over’. Well, the best is not over, here are some examples of exceptional innovation.
- 23. © BrandLove Customer Experience 2017 hello@brandlove.co.za • Amazon drone delivery • Garment swapping platforms • Personalized clothing • 3d printed foods • Human tear cocktails 6 EXCEPTIONAL ORIGINALITY
- 24. © BrandLove Customer Experience 2017 hello@brandlove.co.za ARE PEOPLE’S BEHAVIOUR CHANGING? If we look at the millennials entering the workplace and becoming the largest economic power these are some of the behaviors that they bring with them: Instant gratification Impatience Inferiority (status needs are not met) Trust Information overload Instant success Self-made
- 25. © BrandLove Customer Experience 2017 hello@brandlove.co.za WHAT SHOULD YOU BE THINKING ABOUT How we structure our organizations? What does this mean for how we design people’s roles for the future? How will we lead? How will we grow people?
- 26. © BrandLove Customer Experience 2017 hello@brandlove.co.za
- 27. © BrandLove Customer Experience 2017 hello@brandlove.co.za 2017 CUSTOMER EXPERIENCE TRENDS FEB 2017
Editor's Notes
- Rational looks at the aspects, like did the client achieve their goal…. Was it good value.
- Rational looks at the aspects, like did the client achieve their goal…. Was it good value.
- Rational looks at the aspects, like did the client achieve their goal…. Was it good value.
- Rational looks at the aspects, like did the client achieve their goal…. Was it good value.
- Rational looks at the aspects, like did the client achieve their goal…. Was it good value.
- Rational looks at the aspects, like did the client achieve their goal…. Was it good value.
- Rational looks at the aspects, like did the client achieve their goal…. Was it good value.
- Rational looks at the aspects, like did the client achieve their goal…. Was it good value.
- Rational looks at the aspects, like did the client achieve their goal…. Was it good value.
- Rational looks at the aspects, like did the client achieve their goal…. Was it good value.
- Rational looks at the aspects, like did the client achieve their goal…. Was it good value.
- Rational looks at the aspects, like did the client achieve their goal…. Was it good value.
- Rational looks at the aspects, like did the client achieve their goal…. Was it good value.
- Rational looks at the aspects, like did the client achieve their goal…. Was it good value.
- Rational looks at the aspects, like did the client achieve their goal…. Was it good value.
- Rational looks at the aspects, like did the client achieve their goal…. Was it good value.
- Rational looks at the aspects, like did the client achieve their goal…. Was it good value.
- Rational looks at the aspects, like did the client achieve their goal…. Was it good value.