Redefining Customer Expectations: 5 Trends for 2017

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Transcript of Redefining Customer Expectations: 5 Trends for 2017

BEFORE WE LEAP IN…

Maxwell Luthy, Director of Trends & Insights TrendWatching

WHAT DO WE MEAN BY“TRENDS”?

A consumer trend is a new manifestation among people – in

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

want or desire.

INNOVATIONS

EMERGING EXPECTATIONS

LIGHTBULB MOMENT

VIRTUAL EXPERIENCE ECONOMY

CAPACITY CAPTUREINCOGNITO INDIVIDUALS

FIRST RESPONDERS ETHICAL EDUCATORS

STATUS SHIFTS…

EXPERIENCE ECONOMY…

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

EXPERTS

OVERSHARING

Where next for the Experience Economy?

INTERNET OF EXPERIENCES

VIRTUAL EXPERIENCE

ECONOMY

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.

Global phenomenon provides chance for status display POKÉMON GO

GLOBAL REACH

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

VR experience simulates Twin Tower tightrope walk THE WALK

NEW POSSIBILITIES

IN 2018…

VAQSO VR

Device adds scent to VR games

GETTING BETTER

LIGHTBULB MOMENT

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

WASTE!

WASTE!

WASTE!

EFFICIENCYEXPERTS!

CAPACITYCAPTURE

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.

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

UNLOCK VALUE

Food bank launches 'Reverse Delivery' service

BANCO DE ALIMENTOS

GIVE BACK

AUD 60 device allows homes to sell leftover data VELVET

SHARE THE LOAD

LIGHTBULB MOMENT

What spare capacity can you unlock?

POST-DEMOGRAPHIC ERA

ONLINE UTOPIA?

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.

NOT GOING AWAY :)

INCOGNITOINDIVIDUALS

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

Mobile app allows users to live stream anonymously DUSK

SHARE FREE

Anonymous chat app filters out bullying via AI CANDID

MODERATED

LIGHTBULB MOMENT

Can you harness anonymity to set users free?

NOT ABOUT HIDING…

ABOUT EMPOWERMENT AND UNITY…

BIG BRAND SIN

AGILE MANIFESTO

REACH AND RESOURCES

FIRST RESPONDERS

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!

Brand repurposes billboards into shelter materials COCA-COLA

BANCOESTADO

Bank postpones installments for natural disaster victims

Free accommodation offered to people affected by travel ban

AIRBNB

LIGHTBULB MOMENT

Can you use agility in a way that truly helps?

BETTERMENT

BEYOND PHYSICAL

ETHICAL EDUCATORS

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.

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

Outdoor art installation aims to reduce street harassment THE WALKWAY

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

LIGHTBULB MOMENT

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

STATUS SEEKERS

HELPFULL

PLAYSUMERS

YOUNIVERSE

BETTERMENT

JOYNING

EPHEMERAL

LOCAL LOVE

HUMAN BRANDS

POST-DEMOGRAPHIC

FUZZYNOMICS

UBITECH

BETTER BUSINESS

REMAPPED

PRICING PANDEMONIUM

INFOLUST

TREND FRAMEWORK

THANK [email protected]