The emergence of new customer expectations and changing patterns of consumption
Keywords : consumption, customers
20/04/2011
The first section, dedicated to consumer-related changes, addressed these topics:
- the effects of the global economic crisis on consumer perception of financial services
- new trends in society
- the universal nature of the need for protection
- the role of insurance in responding to increasing consumer concern in terms of protection
- the need for companies to adapt in response to these trends
Mercedes Erra, Executive President of Euro RSCG Worldwide, explained that the crisis was seen by consumers as a crisis of morality, and that this perception has led to a quest for meaning and a change in buying behavior. She stressed the level of anxiety felt by consumers and highlighted the role of insurance in that context.
Guillaume Erner, Sociologist, Lecturer at the Institut d'Etudes Politiques of Paris, spoke about the emergence of a global middle class and the consequences of this development for changing consumer behavior worldwide.
