Update on Our Top 10 Global Consumer Trends for 2017: Post-Purchase

Consumers value post-purchase customer care

Less brand-committed, ‘disloyal’ consumers warm to standout post-purchase customer care and this can differentiate your brand from the competition.

The consumers leading the consumers

Positive as well as negative post-purchase experiences are keenly shared online and are an endorsement opportunity for brands at a time when the landscape of advertising has changed and consumers listen to their online peers.

Consumer endorsement is the new advertising

Consumers themselves can become brand allies in novel ways in building a more rewarding post-purchase experience. This is apparent in consumer interest in sharing their post-buying elation with their social networks via retail selfie booths.

Quality must be more than skin-deep

Post-recession, green-conscious and thrifty consumers, regard quality and by implication, longevity as a key product differentiators, so quality needs to be built-in and an extended after-sales service must be offered as a route to adding value to the product.