Speaking at Forrester’s Summit Asia Pacific 2020 virtual conference, senior analyst Anjali Lai said that empowered customers have mounting expectations for companies going forward, and that their demands are accelerating.
She shared three important insights about highly empowered consumers.
Insight 1: The more the brand delivers to empowered consumers, the bigger the consumers’ appetite for new experiences
Nine out of 10 APAC ‘progressive pioneers’ – the company’s term for the most empowered consumer group based on its empowered customer segmentation model – are perpetually willing to do or try new things, according to the 2019 Forrester Financial Services Survey.
“Consumers...