9 Customer Service Trends for 2011

Recently, research firm Mintel revealed its consumer trends for 2011. The following is an excerpt from the press release detailing those trends.


While consumers are still reeling from the aftershock created by the global economic crisis, lessons have been learnt, behaviours changed and consumer adaptability has created a new way of life. With that in mind, Mintel predicts nine key consumer trends for the year ahead, examining how long term behaviour has been implicated. In 2011, consumers are living for the long term with attitudes inspired by a changed value set.

1. Prepare for the worst. With a heightened sense of what economic collapse looks like thanks to the global recession, a renewed emphasis on prevention will drive consumers to think defensively.

2. Retail rebirth. With online experiences developing rapidly, for bricks and mortar retailers, discounting is a no-win battle against the internet.
3. Where its app. With smartphones becoming the dominant mobile force, QR codes and app technology will pique interest, provide portals into unique experiences and improve our quality of life.

4. No degree, no problem. Economic uncertainty has changed the workplace and the meaning of job security for the foreseeable future.

5. On her own terms. Women are earning and learning more than men, creating new gender roles in business and consumerism.
6. Retired for hire. People are working beyond retirement – either due to financial need, or because they have grown attached to a lifestyle of leisure and pleasure.
7. The big issue. Our attitude toward weight is polarising, pitting the rise of the super-healthy against the eternal appeal of indulgence.

8. Garden state. Modern city dwellers have a growing love of gardening and a need for nature and with fresh, organic produce still economically out of reach for many, consumers are finding their own ways to bring healthy home.
9. Who needs humans? As we move into an ever more digital era, automated technology has machines replacing people – for better or worse.

Food for thought as we look at how our work-from-home businesses will fare this year.

Until next time,

Sarah