Fitness presentation by Shara Curlett from the 2013 Fitex Conference in Auckland, NZ. Discusses the new consumer in context to the fitness industry - buying habits, behaviours, and the new way that we need to service them. Touches on becoming a servile brand and covers off an approach to identifying all the "contact points" and identifying your own consumer life cycle.
4. The evolution of digital has brought with it
a new age of consumer expectations.
5. 3 Levels of the New Consumer
These new consumer expectations are based on
the need for...
1. Instant Gratification (“I want it now”)
2. Immediate Information (“I want it in my time”)
3. External Recommendation (“I don’t trust you – I trust
what others have to say about you”)
12. 3. External Recommendations
• Only 47% of consumers around the world say they trust paid
media (television, magazine and newspaper ads)
– a decline of over 20% since 2009.
• 92% of global consumers say they trust earned media (word-ofmouth and recommendations from friends and family) above all
other forms of advertising – an increase of 18% since 2007.
• Online consumer reviews are the second most trusted form of
advertising, with 70% of global consumers trusting them
– an increase of 15% in four years.
- Source: Nielsen, April 2012
22. Research by Fitness NZ revealed initial
findings that fitness centre membership
levels in New Zealand may have grown by
as much as 4% in 2012, almost double the
estimated rate of growth in the wider NZ
economy (2.2%).
However…
23. They also went on to note:
“At the same time the number of facilities
continue to expand, at all price and service
level, meaning there is now more choice than
ever for consumers looking to start into
exercise.”
“…It should be noted that the number of
facilities grew faster than the rise in
members, so many clubs may have even seen
a small drop in number of members, but
overall the number of Kiwis exercising at gyms
in NZ continues to grow.”
24. So how do
we meet the
needs of the
new
consumer?
25. “The way to separate your
business from the crowd is to
go beyond customer service
– to understand their
behavioural drivers and
become a ‘Servile Brand’”
- Trendwatching Report 2012
29. “SERVILE means turning your
brand into a lifestyle servant,
focused on catering to the needs,
desires and whims of your
customers – whenever and
wherever.”
- Trend Briefing, October 2012
34. Innovation without a core focus on a new level
of customer service is like a house built on
sand – the whole structure will collapse and fail
if it doesn’t have a good base of support.