- Consumers are increasingly “connected” – often online, interacting with companies and other consumers to research and purchase products, share advice, and praise or criticize a business. Nearly three-quarters (73 percent) of the consumers surveyed said they use the Internet to research or purchase products or services more than they did three years ago. Consumers are also increasingly using social media as a tool in the purchasing process.
- Consumers are increasingly “demanding” – seeking products and services customized to meet their specific needs. Approximately two-thirds of consumers surveyed said that it is important to be able to buy what they want when they want it (68 percent) and to be able to customize the product or service to be exactly what they want (63 percent).
- Consumers are increasingly “conscientious” – seeking sustainable goods and services, they are focused on where and how their products are made and on doing business with companies that make a positive social and/or environmental impact. Half (51 percent) of consumers surveyed said they consider the environmental impact of the product or manufacturer before purchasing a product more often than they did three years ago.
Recommendations for Capitalizing on Consumer Behavior ChangesThe report makes recommendations on how companies can achieve growth and outperform competitors by effectively addressing changing consumer behavior, taking their lead from “growth leaders” in their industries:
- Invest in advanced analytics tools – and the relevant workforce skills – to assess these changes and interpret consumer data. Armed with such data, companies will be better equipped to enhance the consumer experience with more-tailored customer service. For instance, the analytics program of a leading media-rental company enables it to recommend movie and TV titles based on an individual consumer’s preferences and rental history.
- Have the strategic mindset to recognize and adapt to disruptive consumer change and competitive threats. A global car-rental company replicated the business model of new players offering hourly rentals. By meeting disruption head-on, the company has been able to use its scale and scope to reduce the threat of new competition while improving customer service.
- Put in place “flexible” organizational models that enable the company to be more agile and act quickly. This might entail acquisitions, divestments or partnerships to complement existing capabilities. For instance, a US-based grocer understood at an early stage consumers’ growing emphasis on healthy living and carried out numerous mergers and acquisitions to become a global leader in natural foods.
Emerging Markets at the Center of ChangeThe report also shows that consumers in emerging markets have exhibited greater behavior change in the past few years than have consumers in developed markets. For example, consumers in emerging markets were at least twice as likely as those in mature markets to have increased their interaction with companies online over the past three years (62 percent vs. 25 percent) and to be increasingly considering the environmental and social impact of what they buy (64 percent vs. 32 percent). At the same time, companies in emerging markets consider themselves better-prepared than those in developed markets to seize the opportunities of changing consumer behaviors. Executives in the emerging-market companies surveyed were more likely than those in developed-markets companies to say they completely understand how consumer behavior is changing (32 percent vs. 17 percent) – and also more likely to develop a response to these changes by investing more in consumer-facing activities such as advertising, marketing and retail channels (82 percent vs. 50 percent). “Many of the opportunities generated by changing consumer behavior will replace, rather than add to, existing revenues,” Spelman said. “Proactive and agile companies look set to seize market share in slow-growth markets. Incumbent companies face a real risk of being displaced by these new competitive threats unless they focus on enhancing their understanding of consumer behavior.” More information on the report – “ Energizing Global Growth: Understanding the Changing Consumer” – can be found at www.accenture.com/globalgrowth. About Accenture Accenture is a global management consulting, technology services and outsourcing company, with approximately 259,000 people serving clients in more than 120 countries. Combining unparalleled experience, comprehensive capabilities across all industries and business functions, and extensive research on the world’s most successful companies, Accenture collaborates with clients to help them become high-performance businesses and governments. The company generated net revenues of US$27.9 billion for the fiscal year ended Aug. 31, 2012. Its home page is www.accenture.com.