More Experience Trends as 2010 Ends


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Here’s my 3rd and FINAL Look at Customer Experience Trends for NEXT year!

Here are TWO more predictions from

PLANNED SPONTANEITY – “With lifestyles having become fragmented and dense urban environments offering consumers any number of instantly available options, and with smartphones having created a generation who have little experience of making or sticking to rigid plans,

For consumers, knowing where they are and what’s / who’s around them is the key to planned spontaneity.  That’s about to get a whole lot easier, as geo-location becomes a key feature of social networks and web apps from existing providers adding location information:

  • Geomium takes data from local review sites and combines it with social information to not only allow users to both see which of their friends are nearby, but also to find nearby event and venue information and deals.
  • LikeOurselves lets individuals quickly create a mobile group and locate members within 20 miles of their location, enabling on the fly meetups
  • FastSociety is a New York-based startup aimed at simplifying communication between friends on-the-go. The service is SMS-based, and groups last between 3 hours and 3 days, increasing the spontaneous nature of the offering.

ECO-SUPERIORITY – “When it comes to ‘green consumption’, brands should expect a rise in ‘eco-superior”‘products; products that are not only eco-friendly, but superior to polluting incumbents in every possible way. The number of consumers actively seeking out ‘green’ products is reaching a plateau, as mainstream consumers start to question the value and efficiency of going green:

  • While 40% of consumers say they are willing to purchase green products, only 4% of consumers actually do when given the choice
  • 58% of global consumers think that environmentally friendly products are too expensive, while 33% of global consumers think that environmentally friendly products don’t work as well

Are you creating “planned spontaneity” opportunities for your customers?

If you are going “green” in your products or experiences, are you heading to eco-superiority?  Does your customer see compelling value in your “green” efforts?

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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