Future Consumer

Este estudo, disponivel em formato PDF, no site da Capgemini levanta vàrios pontos importantes sobre o novo Consumidor e a forma como as empressas se terão da adaptar aos mesmos.

Alguns dos pontos mais importantes sao:

Shopper Dialogue
Establish and maintain a true two-way dialogue with individual consumers. This will be the most valuable means to really understand your consumers. Anonymous consumer surveys will not be sufficient. Consumers will expect to have a true dialogue with companies – as long as it is relevant and brings them value. They will expect customized communication – and in return they will provide valuable information about their true needs and preferences.

Improve your face to the shopper – both in physical stores and online. This will require more frequent format and merchandise assortment changes to keep up with the pace of consumer change. Consumers are not satisfied with their stores (both brick-and-mortar and online) and shopping experiences. Current shopper concerns relate to things like product issues (quality, availability), accessibility and navigation, packaging and information labeling (for example, in relation to health and wellness, which is the number one consumer driver) as well as price perception.


Personalize your offerings – and be able to deliver.
Consumers are increasingly expecting and appreciating personalized products and services. In some cases, this requires different scenarios to effectively and efficiently synchronize the actual individual demand with the capabilities to produce, customize, assemble, fulfill and/or service these demands.

Be transparent in your information management. Consumers appreciate companies that can accurately provide relevant information how and when they need it. Consumers increasingly research their purchases across various channels – and they expect this information to be readily available, adequate and consistent.

Manage consumer information (personal profiles) effectively. Consumers are willing to share information – as long as they can trust that this information is being treated in a respectful manner and is translated into relevant offerings and promotions, fully in accordance with consumers’ wishes and needs (for example, in cases when a consumer is not open to a personalized approach).