Redefining Customer Expectations: 5 Trends for 2017

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Transcript of Redefining Customer Expectations: 5 Trends for 2017

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BEFORE WE LEAP IN…

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Maxwell Luthy, Director of Trends & Insights TrendWatching

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WHAT DO WE MEAN BY“TRENDS”?

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A consumer trend is a new manifestation among people – in

behavior, attitude, or expectation – of a fundamental human need,

want or desire.

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INNOVATIONS

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EMERGING EXPECTATIONS

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LIGHTBULB MOMENT

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VIRTUAL EXPERIENCE ECONOMY

CAPACITY CAPTUREINCOGNITO INDIVIDUALS

FIRST RESPONDERS ETHICAL EDUCATORS

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STATUS SHIFTS…

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EXPERIENCE ECONOMY…

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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

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EXPERTS

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OVERSHARING

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Where next for the Experience Economy?

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INTERNET OF EXPERIENCES

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VIRTUAL EXPERIENCE

ECONOMY

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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.

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Global phenomenon provides chance for status display POKÉMON GO

GLOBAL REACH

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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

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VR experience simulates Twin Tower tightrope walk THE WALK

NEW POSSIBILITIES

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IN 2018…

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VAQSO VR

Device adds scent to VR games

GETTING BETTER

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LIGHTBULB MOMENT

Can you create virtual experiences that are a REAL status currency?

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WASTE!

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WASTE!

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WASTE!

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EFFICIENCYEXPERTS!

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CAPACITYCAPTURE

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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.

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Out-of-hours restaurants used for co-working spaces SPACIOUS

UNLOCK VALUE

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Food bank launches 'Reverse Delivery' service

BANCO DE ALIMENTOS

GIVE BACK

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AUD 60 device allows homes to sell leftover data VELVET

SHARE THE LOAD

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LIGHTBULB MOMENT

What spare capacity can you unlock?

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POST-DEMOGRAPHIC ERA

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ONLINE UTOPIA?

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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.

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NOT GOING AWAY :)

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INCOGNITOINDIVIDUALS

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INCOGNITO INDIVIDUALSIn 2017, consumers will embrace new tools, services and platforms that strip away the identity imposed on them by demographic circumstance.

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Mobile app allows users to live stream anonymously DUSK

SHARE FREE

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Anonymous chat app filters out bullying via AI CANDID

MODERATED

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LIGHTBULB MOMENT

Can you harness anonymity to set users free?

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NOT ABOUT HIDING…

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ABOUT EMPOWERMENT AND UNITY…

BIG BRAND SIN

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AGILE MANIFESTO

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REACH AND RESOURCES

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FIRST RESPONDERS

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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!

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Brand repurposes billboards into shelter materials COCA-COLA

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BANCOESTADO

Bank postpones installments for natural disaster victims

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Free accommodation offered to people affected by travel ban

AIRBNB

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LIGHTBULB MOMENT

Can you use agility in a way that truly helps?

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BETTERMENT

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BEYOND PHYSICAL

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ETHICAL EDUCATORS

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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.

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Media agency's bot teaches people about their unconscious biases MEC GLOBAL

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Outdoor art installation aims to reduce street harassment THE WALKWAY

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VR used to teach people about the life of the honey bee HÄAGEN-DAZS

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LIGHTBULB MOMENT

How might you help your customer in their journey to become better person?

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STATUS SEEKERS

HELPFULL

PLAYSUMERS

YOUNIVERSE

BETTERMENT

JOYNING

EPHEMERAL

LOCAL LOVE

HUMAN BRANDS

POST-DEMOGRAPHIC

FUZZYNOMICS

UBITECH

BETTER BUSINESS

REMAPPED

PRICING PANDEMONIUM

INFOLUST

TREND FRAMEWORK

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THANK [email protected]