I’ll freely admit to being someone who gets more excited about letters than numbers. As in I’d much rather play with words and sentence structure, than statistics or budgets. However, a couple numbers caught my eye while reading a piece of research from Rutgers University related to consumer behavior and marketing: - 70% of word of mouth conversations happen face-to-face - … [Read more...]
Customer Delight as Marketing
This week I’ve been preparing material for a couple upcoming workshops and client presentations this fall. I’ve been mixing it in with a healthy dose of cabin life admittedly, but it’s been fun to get ahead of a couple of projects that will be “coming in hot” once I return to Vancouver later this month. Two of them are about customer service as marketing, which I prefer to call … [Read more...]
13 Consumer trends to monitor post-pandemic
This week I’ve been doing a round-up of studies about consumer behaviour during the pandemic. I’ve been digging into the McKinsey Report, Ernst and Young data, my own primary research, as well as reading papers and e-books by several respected thought leaders in the area. I’ve outlined a summary below. And just a heads up – they are valuable in terms of recognizing the threats … [Read more...]
Change or be changed: How substitutes and hybrids are altering consumer markets
The last 12-14 weeks since the pandemic began has brought about a tremendous period of change. We've changed where, how and when we work. Commuter, transit and driving patterns have been impacted. How and where we learn has shifted. Dining out and dining in has changed. Our entertainment options have been impacted, as have grocery shopping patterns and overall consumption. And … [Read more...]
Five Market Changes to Address When Planning for Post Pandemic
This last week of dealing with Covid-19 has seen a decided shift in thinking towards at least planning for what to do in slowly opening up our economy. While government response has varied globally, and also regionally with local conditions, there seems to be some acceptance of the necessary trade off needed to minimize both economic damage and serious health threat. We’re … [Read more...]
