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Redefining Customer Expectations: 5 Trends for 2017
The document discusses emerging consumer trends, highlighting the significance of the experience economy, where consumers prefer luxury experiences over products. It notes the rise of virtual experiences as a status symbol and emphasizes the demand for brands to utilize wasted resources for societal benefit. Additionally, it addresses consumers' desires for anonymity, agility from brands in crisis response, and tools for self-improvement.
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Redefining Customer Expectations: 5 Trends for 2017
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- 3. Maxwell Luthy, Directorof Trends & Insights TrendWatching
- 5. WHAT DO WEMEAN BY “TRENDS”?
- 8. A consumer trendis a new manifestation among people – in behavior, attitude, or expectation – of a fundamental human need, want or desire.
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- 12. VIRTUAL EXPERIENCE ECONOMY CAPACITYCAPTURE INCOGNITO INDIVIDUALS FIRST RESPONDERS ETHICAL EDUCATORS
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- 15. of affluent consumerswould 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
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- 18. Where next forthe Experience Economy?
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- 21. 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.
- 22. Global phenomenon provides chancefor status displayPOKÉMON GO GLOBAL REACH
- 23. is the valueof 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
- 24. VR experience simulatesTwin Tower tightrope walkTHE WALK NEW POSSIBILITIES
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- 27. VAQSO VR Deviceadds scent to VR games GETTING BETTER
- 28. LIGHTBULB MOMENT Can youcreate virtual experiences that are a REAL status currency?
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- 38. CAPACITY CAPTURE In 2017, consumersdemand brands capture idle capacity and claim lost value from wasted resources, all for the good of society and the planet.
- 39. Out-of-hours restaurants used forco-working spacesSPACIOUS UNLOCK VALUE
- 40. Food bank launches'Reverse Delivery' service BANCO DE ALIMENTOS GIVE BACK
- 41. AUD 60 deviceallows homes to sell leftover dataVELVET SHARE THE LOAD
- 42. LIGHTBULB MOMENT What sparecapacity can you unlock?
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- 46. N B ER , 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.
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- 49. INCOGNITO INDIVIDUALS In 2017, consumerswill embrace new tools, services and platforms that strip away the identity imposed on them by demographic circumstance.
- 50. Mobile app allowsusers to live stream anonymously DUSK SHARE FREE
- 51. Anonymous chat appfilters out bullying via AI CANDID MODERATED
- 53. LIGHTBULB MOMENT Can youharness anonymity to set users free?
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- 55. ABOUT EMPOWERMENT ANDUNITY… BIG BRAND SIN
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- 59. FIRST RESPONDERS Consumers are lookingto big brands to leverage their resources to respond near- instantly in crisis situations. After all, agility isn’t just for startups!
- 60. Brand repurposes billboardsinto shelter materials COCA-COLA
- 61. BANCOESTADO Bank postponesinstallments for natural disaster victims
- 62. Free accommodation offeredto people affected by travel ban AIRBNB
- 63. LIGHTBULB MOMENT Can youuse agility in a way that truly helps?
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- 67. ETHICAL EDUCATORS Consumers accustomed toincreasingly 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.
- 68. Media agency's botteaches people about their unconscious biases MEC GLOBAL
- 69. Outdoor art installationaims to reduce street harassment THE WALKWAY
- 70. VR used toteach people about the life of the honey bee HÄAGEN-DAZS
- 71. LIGHTBULB MOMENT How mightyou help your customer in their journey to become better person?
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