Crystal Ball 2011 – Experience Trends


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Is 2010 really almost over?

Tis the time to contemplate a new year of opportunities…

From a customer experience perspective what will be hot in 2011?  Here are a two issues to consider, as presented by trend tracking website

Mobile devices and social networks – These technological interfaces “allow consumers to constantly receive targeted offers and discounts, even at the point of sale from a rival brand.

  • Two billion consumers now online can exercise their collective buying power, helped by the host of services and social networks that make it easier than ever to organize and act.
  • The old ‘club’ format (think: Costco) has been given a new lease on life online, where niche communities thrive. Making some memberships limited or invitation-only, only increases the perceived exclusivity;
  • Both groups and member communities frequently use time-limited offers that encourage impulse buys. By limiting the time available, brands are able to shift excess inventory quickly.
  • With more and more consumers being able to broadcast their location, either publicly via Facebook, Twitter or other dedicated location-based services, brands can offer deals directly to consumers virtually at the point of sale.
  • Improvements in real-time information are now allowing other sectors to experiment with innovative dynamic pricing models,”

Health Focus – “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. Products such as mobile health monitoring devices, as well as online health apps and health-dedicated social networks, will serve the multichannel wellness needs of consumers.

  • 73% of US consumers consider being physically fit important to being ‘well’, with 74% including ‘feeling good about themselves’
  • An estimated 500 million people worldwide are expected to be using mobile healthcare applications by 2015
  • There were nearly 17,000 health apps available in major app stores in November 2010, with 57% of them being aimed at consumers rather than health care professionals
  • About 15% of those aged 18 to 29 have health or medical related apps, compared to 8% of users aged 30 to 49

Look for more installments of these trends on this blog as we ring in 2011…

How are you positioned to deliver customer experiences consistent with these consumer trends?

Republished with author's permission from original post.

Joseph Michelli, Ph.D.
Joseph Michelli, Ph.D., an organizational consultant and the chief experience officer of The Michelli Experience, authored The New Gold Standard: 5 Leadership Principles for Creating a Legendary Customer Experience Courtesy of The Ritz-Carlton Hotel Company and the best-selling The Starbucks Experience: 5 Principles for Turning Ordinary Into Extraordinary.


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