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Transcript of F3 new consumer
The Emergence of the New Consumer
2010
2
The Emergence of the New Consumer
●
In-depth online survey conducted by
Market Probe International Oct.–Nov. 2009
●
5,700 adults in 7 markets
●
Extensive secondary research in
2010 into trends driving the category
U.S.n=1,500
Braziln=700
Francen=700
Chinan=700
Japann=700
Netherlandsn=700
U.K.n=700
About the Study
3
The Emergence of the New Consumer
●
The global economic downturn hasn’t
only touched our wallets
Around 8 in 10 consumers declare we
have been experiencing not only a financial crisis but also a crisis of values and way
of life
●
The post-recession consumer
is challenging society to change
Are brands responding to
these new concerns?
Source: Euro RSCG, 2009
Introduction
Source: TNS Sofres—New Forms of Capitalism, January 2009
Would you say the current crisis...
11
12
18
25
87
87
79
74
0 20 40 60 80 100 120
U.K.
Spain
Germany
France
Concerns only the economic and financial sphereAlso calls into question our values and way of life
4
The Emergence of the New Consumer
●
Throughout 20th century, developed world saw rapid growth of a culture of hyperconsumerism
–
Shopping became less about necessities than about entertainment,
pleasure, status, indulgence, and excess
–
Accumulation—and personal debt—rose to levels never before seen
●
Even before “Great Recession”
that began in 2007, consumers were showing signs of unhappiness with status quo
–
Movement toward more conscious—and conscientious—consumption (e.g., buying Green, Fair Trade)
–
Growing allure of simplicity and a return to basics
–
Pushback against financial promiscuity and mindless excess
●
The recent economic downturn exacerbated these shifts, giving people a chance to step off the consumption treadmill and reassess how they are living—and spending
A Seismic Shift: All Maxed Out?
5
The Emergence of the New Consumer
I. Three Keys to Understanding the
Relationship Between Consumers
and Society in the Post-crisis World
6
The Emergence of the New Consumer
Three keys to understanding the relationship between consumers and society in the post-crisis world
1. A HIGH SENSITIVITY TO RISK
7
The Emergence of the New Consumer
●
The past decade has brought an increasing sense of uncertainty and anxiety caused by a raft of issues, including the global downturn, financial scandals, terrorism, perceptions of government incompetence in the face of national and international crises…
In general, I feel more anxious than I did a few years ago
54 50 62 29 57 46 77
Note: The complete data set, including Prosumer/mainstream breakouts by country, is available to employees and clients
of Euro RSCG Worldwide through the Knowledge Exchange
Economies are on the rebound, but anxiety remains high
8
The Emergence of the New Consumer
●
Signs of optimism apparent only in the Netherlands and among mainstream consumers in China—the latter explained by the relatively good health of the Chinese economy and the confidence of a country on the ascendancy (pride in 2010 Expo Shanghai and other achievements)
What the crisis has changed is our confidence in the future, our sense of being prepared to handle whatever may come
I worry about my future or my family’s future more than I used to
57 74 65 34 49 40 65
9
The Emergence of the New Consumer
●
Western countries are more worried than China and Japan—buffeted by concerns over high unemployment, housing foreclosures, fluctuating costs of food, energy, and other basic needs
●
Even if fears turn out to be unwarranted, they are deeply seated and affecting current decisions
Anxiety rooted not so much in today’s reality as in imagining what tomorrow might bring
I have become more worried about losing my job or having someone else in household lose job
43 50 52 32 40 22 28
10
The Emergence of the New Consumer
●
Countries accustomed to higher standards of living have more to lose
●
Fear of future loss adds anxiety to current purchases
Hungry Planet by Peter Menzel
Anxiety rooted not so much in today’s reality as in imagining what tomorrow might bring
I have become more worried about losing my job or having someone else in household lose job
56 52 56 34 50 32 34
11
The Emergence of the New Consumer
●
We often say modern society is “short-sighted”
●
As anxieties mount, more and more citizens in mature markets are looking far into the future with concern
Anxiety rooted not so much in today’s reality as in imagining what tomorrow might bring
I have become more worried
about not having enough money to retire on
51 45 59 27 46 21 27
12
The Emergence of the New Consumer
The average American household’s debt
$117,951
Combined amount of personal debt held by Americans
(which is about the GDP of England)
$2 trillion
Amount U.S. owed China as of May 2009
$772 billion
Anxiety rooted not so much in today’s reality as in imagining what tomorrow might bring
I have become more worried about getting out of debt
44 47 33 22 34 15 14
Source: www.visualeconomics.com/the-american-family-financial-turmoil_2010-04-29/
13
The Emergence of the New Consumer
●
Different countries, different realities, different fears
Anxiety rooted not so much in today’s reality as in imagining what tomorrow might bring
I have become more worried about not being able to afford health insurance/medical bills
48 51 35 27 20 22 31
14
The Emergence of the New Consumer
Consequence:
Reluctance to engage in long-term decisions (What if I choose wrong?)
Risk avoidance becomes the main driver of decisions
Brands that manage this risk will appeal to consumers
15
The Emergence of the New Consumer
Three keys to understanding the relationship between consumers and society in the post-crisis world
2. CONSUMER DEPRESSION ECHOES SOCIETAL WOES
16
The Emergence of the New Consumer
“Compared with our grandparents, today’s young adults have grown up with much more affluence, slightly less happiness and much greater risk of depression and assorted social pathology. Our becoming much better off over the last four decades has not been accompanied by one iota of increased subjective well-being.”—Hope College psychologist David G. Myers
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The Emergence of the New Consumer
●
Paradox of owning more and having less
●
Increased focus on happiness index as measure of national achievement
Lands of plenty haven’t delivered the happiness promised
I am actively trying to figure out what makes me happy
48 75 53 33 42 64 41
18
The Emergence of the New Consumer
Stress of modern living taking toll on mental health
I worry about the mental health of my partner/spouse
22 61 46 16 22 44 36
I worry about my own mental health
31 69 46 18 26 41 45
19
The Emergence of the New Consumer
●
We’re seeing dissatisfaction on both a personal and societal level—especially in western cultures but evident everywhere
Widespread dissatisfaction with modern life
In many ways, I think society is moving in the wrong direction
66 61 70 53 63 39 49
20
The Emergence of the New Consumer
“The problem with consumerism is that it strives not just to be part of our lives—it should be that—
but strives to be everything, to occupy all our time and space and push out other things. In this sense, it is both homogenizing and totalizing.”—Political theorist Benjamin Barber in U.S. News & World Report
Society is perceived as shallow…
●
Sense that we have lost sight of what truly matters in our endless quest to consume more and struggle less
●
People growing increasingly weary of “dumbing
down”
of conversations and culture, lack of substantive interactions
I worry society has become too shallow, focusing on things that don’t really matter
79 66 77 62 75 53 61
21
The Emergence of the New Consumer
●
Consumers have lost confidence in society, seeing people as somehow lesser beings than in generations past
●
Sense that people take path of least resistance—have become less willing and able to exert themselves physically or mentally
●
Sentiment is especially strong in U.S. and U.K.
…lazy…
As a society, we have gotten intellectually lazy
76 52 61 48 73 50 43
As a society, we have gotten physically lazy
85 56 66 55 82 59 47
22
The Emergence of the New Consumer
●
This intellectual sloth is accompanied by increased intolerance toward points of view that differ from one’s own
… and unable to work together for change
Godwin’s Law“As an online discussion grows longer, the probability of a comparison involving Nazis or Hitler approaches 1.”
I worry we are losing our ability to engage in civil debate; people aren’t willing to consider others’
points of view
62 64 64 46 61 49 46
23
The Emergence of the New Consumer
In light of this individual and collective downturn, prosumers are experimenting with two kinds of reaction:
Desiring a reconnection with nature
Seeking zero risk
24
The Emergence of the New Consumer
●
As our world becomes increasingly artificial, we in turn feel less “real”
●
Nature symbolizes ties to a more authentic past, as well as shelter, a place to escape the bustling world, a place to rejuvenate and relax
●
Surge in home vegetable and fruit gardens signifies this quest to reconnect, eco-consciousness, and a desire for self-sufficiency and personal empowerment (Whatever happens, I can feed
my family)
The aspiration of reconnecting with the natural world
I worry that people have become too disconnected from the natural world
60 64 50 43 56 70 65
In recent years, I have started or thought about starting a home vegetable/fruit garden
43 55 46 16 45 32 29
25
The Emergence of the New Consumer
Search term: “vegetable gardening”
The aspiration of reconnecting with the natural world
26
The Emergence of the New Consumer
The 19th century witnessed two revolutions that profoundly changed western social structures. The boom in industry brought society into the
era of machines, while positivism glorified science and mathematical truth at the expense of spirituality. Many citizens strongly rejected this society of progress. Rejection came in two guises:
1.
The highlighting of dreamlike symbolism, of morbid spiritualism
(as seen in the dark paintings of Gustave
Moreau, for example). This was accompanied by a new prominence of the dandy figure, celebrated by Baudelaire and embodied by Des Esseintes
de Huysmans, who scandalized the whole of Europe with his novel
A Rebours
(1884). By his very essence, the dandy is content with a form of weakness and indecision. In reaction to this, politicians and healthy-living doctors worried that this “weakness”
and “sloth”
would affect both the mind and body of the Bohemian and diffuse throughout the whole of society, rendering it “effeminate”
and risking the corruption of the entire social body.
2.
A strong desire to return to the wildness of nature, accompanied by total rejection of the state and society, as in Walden or Life in the Woods by Henry David Thoreau.
Echoes from another time…
27
The Emergence of the New Consumer
●
Growing mindfulness about the safety and health effects of the products we consume
●
Greater awareness of need to self-police—no longer confident in oversight of others (e.g., gov’t, corporations)
I am much more aware of the nutritional/health value of the food I eat than I used to be
74 80 67 56 68 87 57
I research the safety of the products I buy more than I used to
41 63 52 26 29 83 38
The quest for zero risk
28
The Emergence of the New Consumer
Three keys to understanding the relationship between consumers and society in the post-crisis world
3. CONSUMERS WANT CHANGE AND KNOW THEY CAN COUNT ONLY ON THEMSELVES
29
The Emergence of the New Consumer
●
Downturn brought anxiety and hardship—yet also a sense of relief and opportunity
●
Chance to pull back from hyperconsumerist lifestyle and reflect on what we truly want
●
People are actively seeking improvement—in themselves and their ways of living
●
A “second chance”
to get it right
I wish I could start fresh with an entirely new lifestyle
36 59 39 31 38 70 48
I won’t go back to my old shopping patterns even when the economy rebounds
52 51 50 30 44 45 58
Recession is an opportunity to step back
and rethink
30
The Emergence of the New Consumer
●
Sizeable segments believe the “Great Recession”
will actually be good for themselves/their families and/or their country
●
A sense that people have been given a chance to reevaluate their lives and how they’re living
●
A chance to start on a new path, to find a better way forward—
especially true for China, which shows strong optimism for future, and the U.S., which displays keen awareness of the need for a better way of living
The recession has served to remind people of what’s important in life and that’s a good thing
67 63 50 47 59 61 33
Over the long term, this economic downturn will be a good thing for my country
33 43 21 31 29 44 16
The upside to the downturn
Over the long term, this economic downturn will be a good thing for my family and me
26 40 16 22 21 31 11
31
The Emergence of the New Consumer
●
People want to be united in common cause, to invest time in something more substantive and significant than can fit neatly within a shopping bag
●
They want to get involved with causes larger than themselves
●
These feelings are especially strong in the U.S., Brazil, and China
I would like to be part of a truly important cause
57 76 41 29 43 66 34
I would like to lead a more spiritual life
51 64 21 19 27 59 29
Change may be: Looking for something “bigger than self”
I would like to feel more connected to a religion or life philosophy
39 54 16 13 20 40 18
“It is preoccupation with possession, more than anything else, that prevents us from living freely and nobly.”
—Bertrand Russell
32
The Emergence of the New Consumer
●
Strong impulse to make changes in who they are and how they live—especially in U.S. and China
●
Indicative of a desire to take responsibility and assert control over own lives
●
Looking for a more substantive and satisfying way of life
I am making an effort to improve the way I live
78 85 73 56 65 80 60
I am making an effort to improve the person I am
78 84 69 56 62 83 56
It’s up to me now to make change happen
33
The Emergence of the New Consumer
●
In China, Japan, and Brazil, a search for knowledge and culture
●
Lesser desire in other countries, especially the Netherlands, which firmly rejects notion of being in need of further education
Change may be: Looking for culture
I sometimes feel “uncultured”; I wish I knew more about the arts, literature, other countries, etc.
31 55 44 18 30 61 53
34
The Emergence of the New Consumer
●
Humans are highly social animals needing intricate ties to family and community to “feel right”; modern society’s technological isolation and focus on the individual have created feelings of alienation
●
In our fast-paced, technology-
mediated world, people are craving a greater sense of interconnectedness and deeper personal relationships
●
Paradox of Internet as source of connection and isolation
The main way I stay connected with old friends and colleagues is
through e-mail and/or social networking sites
57 64 48 35 54 49 33
I worry that digital communication is weakening human bonds
54 55 56 42 48 55 45
Change may be: Looking for human bonding
35
The Emergence of the New Consumer
Change may be: Looking for human bonding
It is very important that family eat at least one meal a day together
79 86 90 76 78 86 71
●
Against this backdrop, people are making efforts to connect…
36
The Emergence of the New Consumer
From “active pessimism”
to “proactive mindfulness”
In spite of their anxiety, people are resolved to change the status quo and take greater control of their present lives and futures
A primary way in which they will do this is through their consumption choices—their strongest means of power and influence
It is the advent of “proactive mindfulness”
37
The Emergence of the New Consumer
II. Four Paradigms Underlying the New
Approach to Consumption
38
The Emergence of the New Consumer
●
More informed
●
More empowered
●
More mindful
●
More engaged
with businesses and brands
●
More anxious
about an uncertain future—seeking security and control
●
The emergence of this new consumer is changing everything about how companies must connect with their customers and the broader public
●
The most successful brands will speak to the four new paradigms we have identified—in their product portfolios and brand communications
A new mode of consumption created by a consumer who is…
39
The Emergence of the New Consumer
Embracing Substance
Rightsizing
Growing Up
Seeking Purposeful Pleasure
Images: kavewall.com/stock>liquid-color
The Four Paradigms of the New Consumer
40
The Emergence of the New Consumer
“There must be more to life than having everything.”—Maurice Sendak
PARADIGM 1:
Embracing Substance
●
Hyperconsumerism has failed to satisfy, leaving us unhappy and feeling alienated from each other and from the natural world
●
Consumers are experiencing feelings of emptiness and disconnectedness
●
In response, they are craving real and authentic experiences—and the security that comes from living a more orderly, purposeful existence
●
They are seeking MORE:
–
More meaning
–
More connections
–
More substance
–
More satisfaction
–
More purpose
41
The Emergence of the New Consumer
A pushback against a vapid culture…
42
The Emergence of the New Consumer
…and pervasive lack of authenticity
43
The Emergence of the New Consumer
Seeking a return to “Real”…
44
The Emergence of the New Consumer
…as symbolized by the Slow Food and Slow Travel movements
45
The Emergence of the New Consumer
“There are two ways to get enough: One is to continue to accumulate more and more. The other is to desire less.”—G. K. Chesterton
PARADIGM 2:
Rightsizing
●
Signs of backlash against hyperconsumption and its associated stress, anxiety, and constant push for MORE
●
Millions are rejecting prior behaviors, seeking to buy less and experience more
●
Frugality is suddenly chic
●
Rightsizing is NOT about self-deprivation, but about finding a harmonious balance—
neither too much nor too little, as expressed in the Swedish term lagom
46
The Emergence of the New Consumer
Paralyzed by Choices: “Consumer Vertigo”
●
Explosion of product choices threatens to overwhelm:
–
Single Ralphs supermarket in California has as many as 30,000 products, including 300 produce varieties
–
1,500 different drawer pulls at The Great Indoors
–
Choose from among 15,000 songs on an iPod or 35,000 movies on Netflix
●
Each year, more and more products are considered “necessities”
●
Adding to the pressure: Products are increasingly complicated
–
Research in Netherlands found 1/2 of all “malfunctioning”
products returned to stores work fine; consumers just couldn’t figure them out
Tropicana Pure Premium Orange Juice now comes in 16 varieties, incl. Low Acid, Antioxidant Advantage, and Calcium + Vitamin D
47
The Emergence of the New Consumer
A move toward “Intelligent Simplification”
Most of us would be better off if we lived more simply
78 68 73 51 68 72 48
I no longer want lots of “bells and whistles”
on the products I buy; I’d rather just have the functions I really need
66 67 78 73 65 81 50
●
Significant majority sees appeal in downsizing—in spending less time accumulating “things”
and more time enjoying life
●
Seeking to get back to basics, to enjoy life on a more elemental
level
I would rather spend money on an experience (e.g., traveling, going to a concert) than on a luxury item
52 52 68 42 44 54 48
I am looking forward to a holiday season that is less about shopping and more about family and simple pleasures
73 59 62 45 60 72 55
48
The Emergence of the New Consumer
●
From “slow food”
and “slow travel”
to nontraditional medicines, Eastern spirituality, and the rise in traditional crafts, evidence abounds of a desire to slow down the pace of modern life
In recent years, I have adopted or thought about adopting a “slower”
lifestyle
40 50 34 35 37 51 42
In recent years, I have started or thought about starting a “quiet”
hobby such as gardening, knitting, or pottery
37 49 41 25 38 48 30
Looking to slow down
In recent years, I have switched or thought about switching to a less stressful job
26 55 31 16 26 30 27
49
The Emergence of the New Consumer
●
Whereas material possessions were long associated with the “good life,”
now they’re seen as an encumbrance by around 1/2 of consumers
●
In most of the markets surveyed, this desire for less cuts across leading-
edge Prosumers and the mainstream
I think I would be happier if I owned less “stuff”
31 33 14 13 25 30 24
I wish my home were less cluttered
47 42 36 21 47 81 45
Wanting “less”
In recent years, I have thrown out or thought about throwing out
lots of stuff to declutter my life and my home
57 40 47 44 55 52 45
“Every increased possession loads us with a new weariness.”—John Ruskin
Note: The complete data set, including Prosumer/mainstream breakouts by country, is available to employees and clients
of Euro RSCG Worldwide through the Knowledge Exchange
50
The Emergence of the New Consumer
The New Elite?
I respect/admire people who live simply (minimal purchases, debt free, etc.)
79 69 73 69 72 64 52
I respect/admire people who live a high-luxury lifestyle
15 31 11 10 17 35 15
51
The Emergence of the New Consumer
PARADIGM 3:
Growing Up
●
Recent decades saw adolescence prolonged, adulthood delayed, but today many people are reversing the trend—
accepting personal responsibility and seeking to build individual competencies
●
Selfishness is giving way to community and collaboration
Even though I am an adult, I don’t always feel like a real “grownup”
50 46 38 38 52 50 58
52
The Emergence of the New Consumer
●
Taking advantage of downturn to get financial life on track
●
Especially in Brazil and U.S., satisfaction in reducing purchases
●
Four in 10 global respondents (7 in 10 U.S. Prosumers) expect their reduction in consumption to be permanent
I am getting a sense of satisfaction from reducing my purchases during the downturn
49 52 28 25 39 38 24
I am committed to reducing my use of credit cards over the long term
60 62 38 17 45 42 21
Growing up means being in greater financial control…
Note: The complete data set, including Prosumer/mainstream breakouts by country, is available to employees and clients of Euro RSCG
Worldwide through the Knowledge Exchange
Saving money makes me feel good about myself
87 69 65 69 71 59 53
53
The Emergence of the New Consumer
…moving beyond immediate gratification…
Do I really need this?
63 44 47 45 59 34 50
Could I find the same item for less at another store or on eBay?
51 34 51 39 62 44 39
Can I afford it?
59 35 46 41 59 22 40
Can I wait until it’s on sale?
56 28 45 38 46 35 35
Is it of solid, good quality? Will it last a long time?
51 55 49 34 49 47 38
Will I really get pleasure from buying this brand/
spending this money?
39 37 34 29 36 33 28
●
In the past year, I have been asking myself the following questions more often:
54
The Emergence of the New Consumer
…and taking responsibility for the effects of their personal consumption
Making environmentally friendly choices makes me feel good
65 80 65 49 54 80 55
I feel good about reducing the amount of waste I create
73 79 63 58 74 85 66
●
“Going green”
is a pleasurable experience—and source of pride
●
Also a broad conviction that environmental sustainability is a milestone in the future of business—and a new litmus test
I buy environmentally friendly products
45 72 56 31 44 78 49
The most successful and profitable businesses in the future will
be those that practice sustainability
70 77 59 50 61 81 52
I am making an effort to buy fewer disposable goods
48 60 59 46 51 75 48
55
The Emergence of the New Consumer
PARADIGM 4:
Seeking Purposeful Pleasure
●
A hunger for instant gratification drove yesterday’s excess consumption; now, burned-out consumers are seeking new, more meaningful sources of satisfaction
●
Impulse shopping has given way to a more considered—and conscientious—
form of consumption
●
Emerging set of pleasures that are not tied to “instant everything”
but to the 3 paradigms of Embracing Substance, Rightsizing, and Growing Up
●
For creative marketers who understand this trend, the new quest for purposeful pleasure opens up exciting opportunities
56
The Emergence of the New Consumer
A smarter, more empowered approach to consumption
I am a smarter shopper than I was a few years ago
77 76 69 58 73 74 48
I am a more demanding shopper than I was a few years ago
64 80 69 48 64 79 36
Image: Creative Commons, capl.washjeff.edu/7/l/120.jpg
57
The Emergence of the New Consumer
●
It’s not news that people have become more skeptical and suspicious over the years
●
Longtime brands once held a monopoly on messages and information—but all that
is changing…
Brands don’t always tell the truth…
I am skeptical of what I read in newspapers and magazines and what I hear on television and radio
62 43 59 53 67 49 24
58
The Emergence of the New Consumer
…but peers typically do
I do lots of consumer research online
61 70 51 61 64 65 66
I trust customer reviews more than “expert”
reviews
57 42 60 48 57 84 49
●
More knowledgeable—seeking out information and opinions online
59
The Emergence of the New Consumer
●
Mindless excess has given way to careful consideration—with multiple points of focus, from eco/social impact and safety to design and provenance
I am shopping more carefully and mindfully than I used to
80 70 70 62 72 73 67
I am more interested today in how and where products are made
54 60 61 34 41 59 41
More attention paid at retail
I pay more attention to the color, feel, and overall design of products than I used to
47 36 38 27 39 65 44
60
The Emergence of the New Consumer
Prosumers are driving this new approach to consumption
I am paying more attention than in the past to the environmental
and/or social impact of the products I buy
54 61 64 37 51 72 38
As a consumer, I have a responsibility to censure unethical companies by avoiding their products
67 76 74 51 54 83 51
●
A majority of global sample—and more than 6 in 10 Prosumers—are focusing more on the environmental and/or social impact of the products they buy (especially strong
trend in China and France)
●
Widespread sense of responsibility for impact of personal consumption choices
●
Majority of Prosumers are willing to put their money where their
mouths are (paying more for products that satisfy their consciences)
I am willing to pay a slightly higher price for socially or environmentally responsible products
38 62 54 30 35 77 28
I avoid shopping in stores that don’t treat their employees fairly
52 69 57 38 41 68 34
Note: The complete data set, including Prosumer/mainstream breakouts by country, is available to employees and clients of Euro RSCG Worldwide through the Knowledge Exchange
61
The Emergence of the New Consumer
●
Consumers—and Prosumers especially—feel more connected to brands and are more intent on finding brand partners that meet their standards
●
Majority looking for brands that share their personal values, and around 1/2 seek out companies that have a purpose beyond profit
Compared with a few years ago, it’s more important for me to feel good about the companies with which I do business
57 70 47 36 46 58 24
I prefer to buy from companies that share my personal values
59 71 54 40 47 69 55
Seeking a deeper relationship with brands…
I prefer to buy from companies with a reputation for a purpose beyond profit
56 56 51 27 46 74 20
Note: The complete data set, including Prosumer/mainstream breakouts by country, is available to employees and clients of Euro RSCG Worldwide through the Knowledge Exchange
62
The Emergence of the New Consumer
●
Looking for more of a sense of connection to the goods they buy—
and the people who produce them
It makes me feel good to support local producers, artisans, and manufacturers
69 68 57 41 65 41 44
It is important to me to buy locally produced goods
51 42 58 25 45 36 55
…and with producers: the growing allure of local
63
The Emergence of the New Consumer
Buying local is more about giving than getting
Locally produced foods tend to be more healthful (e.g., fresher,
fewer preservatives)
55 74 60 30 46 58 45
Buying locally produced goods is easier on the environment
57 60 65 43 66 62 48
I have more confidence in the safety of locally produced goods
34 40 32 14 28 40 21
I improve the economic health of my community when I buy from local producers, artisans, and manufacturers
66 69 59 43 52 47 53
I would rather give my money to small businesses than to large corporations
63 26 53 41 62 14 28
Locally produced goods tend to be of higher quality
38 31 50 18 34 21 17
64
The Emergence of the New Consumer
Key Takeaway for Brands
65
The Emergence of the New Consumer
●
Shopping is no longer just about the product or service acquired; instead, the purchase is viewed in light of multiple other considerations, including:
–
Who makes it?
–
Is the company admirable and trustworthy?
–
Does the brand share my values and support the things that are meaningful to me?
–
Is it having a positive impact on the lives of all the people its businesses touch?
●
Brands must clearly communicate their values and invite consumers to participate
1. Consumption is more multidimensional
66
The Emergence of the New Consumer
●
In the emerging culture of mindful consumption, people want to feel good about making smart, conscientious choices; the most successful brands will give consumers the incentives (practical, emotional) they need to make the choices they believe to be “right”
for them and for others
●
Smart brands will help customers move closer toward the idealized images they have of themselves—helping turn best intentions into reality
2. New Consumers are looking for brand partners that help them live their values…
67
The Emergence of the New Consumer
●
Consumers are worried—about money (excessive debt, job insecurity, supporting families over long term) and about the impact of their consumption choices
●
Seeking brands that offer not just reassurance but practical solutions and support
…manage their aversion to risk…
68
The Emergence of the New Consumer
●
Smart brands will promote interconnectivity—
helping customers feel a sense of community and shared purpose
●
Helping to build connections between:
–
Consumer + brand
–
Consumer + consumer
–
Consumer + broader community
–
Consumer + vital causes
–
Consumer + nature
…and build connections
69
The Emergence of the New Consumer
●
Political and business leaders may continue to debate “truth”
of climate change and dangers of environmental destruction
●
Consumers have made up their minds
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Beyond being the “right thing”
to do, adopting sustainable practices is regarded as a smart strategic choice for companies and brands
3. Sustainability is in everyone’s best interest
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The Emergence of the New Consumer
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In anxious, often depressing, times, consumers seek concrete solutions to their aspirations for change
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Brands can help pull consumers out of their doldrums by proposing—and helping to create—a more inspirational and meaningful universe
4. New Consumers are looking for brands that respond to a desire for re-enchantment
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The Emergence of the New Consumer
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To connect with today’s more mindful consumers, brands must:–
Create products and services that offer longer-lasting and more fundamental satisfactions
–
Provide consumption choices that minimize negatives (e.g., eco-toxic, antisocial, stress-inducing, unhealthful) and maximize positives (e.g., contributing to society, allowing more time with family, rightsizing)
–
Offer customer service that has made an evolutionary leap into holistic relationships built on trust and mutual support
–
Rethink how they communicate with customers hungry for positive and helpful messages, skeptical of inflated claims, and disgusted with deceit
–
Create more “enchantment”—allowing the consumer to step away from anxieties and fears, and engage in experiences that surprise and delight, indulge the senses, and offer a break from the everyday
5. For every “No,”
there must be a “Yes”
Image: Creative Commons, www.shopperculture.com/shopper_culture/shopping/
What can brands offer people in terms of merchandise, services, and communications that will satisfy them and, ultimately, increase their happiness?
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Consumed: Rethinking Business in the Era of Mindful Spending
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Based on Euro RSCG Worldwide New Consumer study and written by two executives within Havas
Consumed: Available in Bookstores July 2010
Andrew Benett, CEO, Arnold Worldwide and CSO, Havas Worldwide
Ann O’Reilly, Content Director, Knowledge Exchange, Euro RSCG Worldwide
“Benett and O’Reilly offer insight and guidance about how best to communicate with and build relationships with today’s more thoughtful consumer. It is essential reading for anyone seeking to win in the post-recession marketplace.”
—Mike O’Driscoll, Managing Director, Jaguar Cars
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Lisa Gruber
Global Communications Manager
Euro RSCG Worldwide
T +1 212.886.2018 E [email protected]
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