The 2018 State of Customer Zeitgeist

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What's up, what's down and what's next with customers, marketplaces and cultures - a full rundown of the macrotrends, customer metatrends, fast-changing shifts and how to lead through these changes by Wikibrands

Business

THE 2018 STATE OF
CUSTOMER ZEITGEIST
WHAT’S UP, WHAT’S DOWN AND WHAT’S NEXT WITH CUSTOMER MARKETS & CULTURE

PURPOSE: MAP OUT WHAT
INFLUENCES ARE SHIFTING IN
CUSTOMERS’ WORLDS
MACROTRENDS - socioeconomic, cultural top-of-the-chain drivers
CUSTOMER METATRENDS - key guiding , longer-term customer inﬂuences
SHIFTS - factors that may swing up widely over the next 1-3 years
LEADERSHIP - how these changes can be best managed in the future

WHEN WE SAY CUSTOMER, WE ALSO MEAN:
CONSUMER, USER, DONOR, CITIZEN, CLIENT,
STAKEHOLDER, FAN…

THE 2018 STATE OF
CUSTOMER ZEITGEIST
FULL COVERAGE OF THE CUSTOMER-FACING UNIVERSE
Customer
Outreach &
Community
Customer
Engagement &
Inﬂuencers
Customer
Trends &
Insight
Customer
Service
Customer
Experience
Traditional &
New Media
Marketing
Technology
Advertising &
Design
Communications
& PR
Marketing
Customer-ﬁrst
Culture
Analytics &
Measurement
Product &
Service
Innovation
E-CommerceSales

CUSTOMER ZEITGEIST
HOW WILL SOCIO-ECONOMIC
TRENDS IMPACT CUSTOMERS?

CUSTOMER ZEITGEIST
WHAT ARE THE TOP 20 META
CUSTOMER-SPECIFIC TRENDS?
HOW DO THEY RANK IN
IMPORTANCE?

CUSTOMER ZEITGEIST
WHICH INDUSTRIES WILL
BE MOST DISRUPTED?

CUSTOMER ZEITGEIST
HOW WILL EMERGING TECHNOLOGIES
IMPACT CUSTOMERS?

CUSTOMER ZEITGEIST
WHAT IS THE ROLE OF BRANDS IN
THE FUTURE?

CUSTOMER ZEITGEIST
HOW TO LEAD ORGANIZATIONS THROUGH
CUSTOMER EXTERNAL & INTERNAL
OBSTACLES?

CUSTOMER ZEITGEIST
WHAT ARE SOME OF THE SMARTEST BETS ON
FUTURE ACTIVITIES:
- NEXT YEAR
- 5 YEARS FROM NOW
- 10, 15, 20, 25 YEARS FROM NOW?

THE 2018 STATE OF
CUSTOMER ZEITGEIST
https://www.surveymonkey.com/r/customerzeitgeist

PART OF WIKIBRANDS’ 2018 EMERGING TREND SERIES

TO ENQUIRE ON
THE CUSTOMER ZEITGEIST
www.wiki-brands.com
Sean Mofﬁtt
Managing Director
sean@wiki-brands.com
@wikibrands
And take the survey:
https://www.surveymonkey.com/r/customerzeitgeist

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The 2018 State of Customer Zeitgeist

1. THE 2018 STATE OF CUSTOMER ZEITGEIST WHAT’S UP, WHAT’S DOWN AND WHAT’S NEXT WITH CUSTOMER MARKETS & CULTURE

2. PURPOSE: MAP OUT WHAT INFLUENCES ARE SHIFTING IN CUSTOMERS’ WORLDS MACROTRENDS - socioeconomic, cultural top-of-the-chain drivers CUSTOMER METATRENDS - key guiding , longer-term customer inﬂuences SHIFTS - factors that may swing up widely over the next 1-3 years LEADERSHIP - how these changes can be best managed in the future

3. WHEN WE SAY CUSTOMER, WE ALSO MEAN: CONSUMER, USER, DONOR, CITIZEN, CLIENT, STAKEHOLDER, FAN…

4. THE 2018 STATE OF CUSTOMER ZEITGEIST FULL COVERAGE OF THE CUSTOMER-FACING UNIVERSE Customer Outreach & Community Customer Engagement & Inﬂuencers Customer Trends & Insight Customer Service Customer Experience Traditional & New Media Marketing Technology Advertising & Design Communications & PR Marketing Customer-ﬁrst Culture Analytics & Measurement Product & Service Innovation E-CommerceSales

5. CUSTOMER ZEITGEIST HOW WILL SOCIO-ECONOMIC TRENDS IMPACT CUSTOMERS?

6. CUSTOMER ZEITGEIST WHAT ARE THE TOP 20 META CUSTOMER-SPECIFIC TRENDS? HOW DO THEY RANK IN IMPORTANCE?

7. CUSTOMER ZEITGEIST WHICH INDUSTRIES WILL BE MOST DISRUPTED?

8. CUSTOMER ZEITGEIST HOW WILL EMERGING TECHNOLOGIES IMPACT CUSTOMERS?

9. CUSTOMER ZEITGEIST WHAT IS THE ROLE OF BRANDS IN THE FUTURE?

10. CUSTOMER ZEITGEIST HOW TO LEAD ORGANIZATIONS THROUGH CUSTOMER EXTERNAL & INTERNAL OBSTACLES?

11. CUSTOMER ZEITGEIST WHAT ARE SOME OF THE SMARTEST BETS ON FUTURE ACTIVITIES: - NEXT YEAR - 5 YEARS FROM NOW - 10, 15, 20, 25 YEARS FROM NOW?

12. THE 2018 STATE OF CUSTOMER ZEITGEIST https://www.surveymonkey.com/r/customerzeitgeist

13. PLUS: YOU COULD WIN:

14. PART OF WIKIBRANDS’ 2018 EMERGING TREND SERIES

15. WE CONNECT THE FUTURE DOTS KEYNOTES WORKSHOPS EXECUTIVE BRIEFINGS BRAND CONTENT INDUSTRY AUDIT BESPOKE RESEARCH FULL IMMERSION CONSULTING

16. TO ENQUIRE ON THE CUSTOMER ZEITGEIST www.wiki-brands.com Sean Mofﬁtt Managing Director sean@wiki-brands.com @wikibrands And take the survey: https://www.surveymonkey.com/r/customerzeitgeist

The 2018 State of Customer Zeitgeist

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