Consumer trends 2011

Published on 03 December 2010 by in Customer Service, Latest News

Trendwatching, the influential consumerism firm, has just published a summary of 11 crucial trends for the year ahead. These fascinating and illuminating trends provide insight to some important, emerging consumer habits. Of course, in keeping with consumers segments such as Silver Surfers and DIY Digital Dudes, the trends aren’t a prediction of universal behaviour but trends that will be clearly evident in different consumer groups.

Included in the 11 crucial trends is the concept of Wellthy, the Trendwatching summary of which includes the following obseravtions:

“As good health is now as important to some consumers as having the biggest, newest or shiniest status symbols, growing numbers of consumers will expect health products and services in 2011 to prevent misery if not improve their quality of life, rather than merely treating illnesses and ailments.

trendwatchinghome2 236x300 Consumer trends 2011In 2011, count on even more monitoring technologies becoming portable or even wearable, as well as getting cheaper (the smartphones held by many consumers are now more advanced than most dedicated medical devices). Also, both regular and dedicated medical social networks give audiences a platform to share, compare and discuss their personal health issues with other consumers. Last but not least, the ‘consumerization’ of health means that more consumers will choose products with embedded health benefits that are actually well designed, desirable, accessible, fun, tasty, interesting or storied.”

The Wellthy trend is accompanying by some additional fascinating trends including Random Acts of Kindness (RAK) and Pricing Pandemonium.  Each of these is important to businesses targeting consumers, not just in terms of the products they supply but also the service they deliver.

And so, with businesses such as Interflora embracing the RAK trend by sending free flowers to people who’ve had a terrible day, Trendwatching highlights the importance of customer services businesses showing they too can be ‘kind’ on demand.  For example, by being compassionate and charismatic rather than inflexible or unwiedly.  An approach contact centres and customer services operations are well advised to consider in their operations.

numero is ideally placed to help organisations to adapt to such trends.  And so, for example, through our social media functionality we can monitor sentiment towards a business and initiate timely action where RAK would pay dividends.  Equally, our ability to intelligently interpret consumer messages and trigger a business process (such as a courtesy call) when a consumer shows signs of needing some TLC.

Individual consumer trends continue to change so, its well worth keeping an eye on Trendwatch but also understanding how numero’s entire approach provides businesses with the ability to easy adapt to the changing landscape.

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