TRENDING: This is what your post-pandemic consumer wants

Mark A. Carlson

Table of Contents

By Louise Burgers, Retailing Africa Editor. Do you bear in mind the most-awarded advert of 2016? It was a amazing advert for Lockheed Martin by McCann New York, identified as Subject trip to Mars, which featured slicing edge VR technological innovation and took faculty small children on an immersive experience from Mars in just their school bus. It was groundbreaking tech at the time and that yellow school bus toured The united states, ending up as an interactive exhibit at the Smithsonian museum.

So, have you upgraded to the latest edition of your Google VR goggles? Certainly not, simply because they no for a longer period exist. Google finally exited VR shopper purposes in 2021, due to minimal uptake from the public. What was as soon as a a lot-touted edition of the long run stalled, and VR tech has slowly but surely been integrating into the material of gaming worlds, some retail and marketing experiences, and of program experimentation in the ‘Metaverse’. The foreseeable future rests in what the tech industry experts are contacting ‘extended reality’ (XR) – which brings VR, augmented truth (AR) and mixed reality (MR) collectively, in accordance to Forbes (2020) and will be a person of the most transformative tech tendencies in the several years to arrive. But we are not there but.

On our pattern radar

Though the ‘Metaverse’ is the word of the second and remarkable, the digital planet is nevertheless to some degree significantly off from replacing our current actuality. We need to have to get worried additional about our world appropriate now and our genuine-life consumers in our bricks and mortar suppliers, than their avatars in the multiverse. Make no mistake, I’m energized about the metaverse and the prospects for brands and in awe at how Generation Z and Technology Alpha (our tweens) exist seamlessly in the authentic planet and these virtual multiverses in multiplayer worlds like Fortnite (about 80 million existing players) and Roblox, (50 million younger players). These are our foreseeable future consumers and by 2030 thereabouts, when Gen Alpha get started leaving school and studying and functioning, a great deal of their long run engagement with models, which includes searching, will be in a variety of iterations of the metaverse.

So, put it on your radar and have entertaining studying about it. But I’m considerably a lot more nervous about our present-day consumers and their frame of mind coming out of the pandemic. Persons are super stressed, in personal debt, and barely building finishes satisfy as grocery costs rise, curiosity premiums creep up, the price tag of petrol continues to effect all people and each and every small business. Modern study from DebtBusters (Retailing Africa, 2022),  NielsenIQ, and even important unionists, about how regular buyers are being fiscally impoverished from just about every course, in particular with the expense of food, transport and personal debt, paints a dire state of affairs. SAFTU general secretary, Zwelinzima Vavi, says that South Africans defaulted on R55 billion value of financial debt amongst January and March 2022 (Each day Maverick, 2022).

Shops are accomplishing the suitable point – focusing on specials and worth to try out preserve consumers’ revenue. But models also need to be aware that the consumer of 2019 is not the buyer of 2022. The trauma of the previous couple of yrs will have a lasting effect on client behaviour, as most latest analysis experiments have demonstrated. It is not just about rate and solution differentiation any more. Harvard Organization Overview (2021) suggests buyer segmentation is a lot more essential than ever, as the consumer expects makes to understand how they are experience how their priorities have transformed and exactly what they want and want.

5 key methods

Authentic connections inclusion action on weather improve and manufacturer honesty are what consumers want manufacturers to act on. These are the five essential traits for 2022/23 that entrepreneurs have to have to consist of in their advertising and marketing communications system to fulfill their consumers’ requires:

1. Consumer segmentation: Marketers need to have to really know their consumer section and their personas to understand how they have been changed, and how their situations may have changed considering that the pandemic, reports Harvard Company Assessment (2021). “The COVID-19 disaster has bolstered what we by now know: that manufacturers ought to communicate in extremely area and exact terms, concentrating on specific individuals centered on their situations and what is most relevant to them. That usually means genuinely comprehending the circumstance on the ground, state by place, state by condition, zip code by zip code. For some organizations, these types of as financial institutions, places to eat, or vendors, it could even indicate tailoring communications keep by retail outlet.” Relationships with your customer never just make any difference – they are now almost everything, cautions HBR.

2. Inclusion: At the coronary heart of developing model loyalty is storytelling and these tales want to adjust to replicate the range in our culture. Wunderman Thompson produced a new report (July 2022) on inclusion as a model vital, describing it therefore: “A grassroots press from traditionally marginalised communities (who are ever more inclined to self-recognize as these types of) is aligning with increasing worker activism and client expectations.” In the international study by Wunderman Thompson, 90% surveyed say equality is everyone’s enterprise and 75% claimed businesses and models should perform a role in solving big societal problems these types of as equality and social justice. And buyers will reward brand names that provide, with 66% of persons agreeing that they are a lot more inclined to buy from companies which speak out on problems of equality and inclusion and 60% agreeing that brand names which do not produce on inclusion, will become irrelevant.

3. Brand name values: A prior advertising fact according to the Harvard Company Evaluation short article, was that, “Your manufacturer should stand driving fantastic products”. The new fact for the article-pandemic shopper is, “Your brand name should stand behind terrific values”. HBR writes, “The pandemic definitely challenged brand name loyalty. The EY Foreseeable future Client Index located that up to 61% of people, based on the category, became inclined to consider a white label item, permit by itself switch name makes. That dynamic, coupled with developing customer consciousness and activism precipitated during the social unrest of 2020, need to make manufacturers really targeted on the values they convey.”

4. Sustainability: Individuals are shifting their weight loss plans and existence to defend the earth and are trying to get out makes that mirror their attitudes and outlook, says investigation from United kingdom investigation thinktank, FMCG Gurus (2022). “Consumers are modifying their diet plans to guide a more healthy and a lot more sustainable lifestyle, driving demand for makes and products that are considered to be green and clear. Fortified plant meat is attractive to 52% of world consumers (Africa/ME 57%). In actuality, 29% of world-wide buyers approach to maximize their consumption of plant-centered foodstuff since of COVID-19.”

5. Model honesty: Buyers globally, are using additional of a proactive and preventative method to wellbeing, and want honesty from brand names when it arrives to the appropriate and effortless to fully grasp labelling of elements on foods packaging. Traditionally, buyers have not normally experienced the most favourable perceptions in the direction of packaging, particularly plastic, FMCG Gurus identified. Having said that, elevated emphasis on product or service safety is resulting in buyers re-analyzing the part of packaging, with better emphasis remaining positioned on guaranteeing that solutions have not been contaminated along the supply chain and that components are all stated on the packaging. Buyers are also turning into additional interested in where by raw materials are sourced – and that they are done so ethically and sustainably.

Principal impression credit:



‘Fieldtrip to Mars’:

XR: pages/bernardmarr/2020/12/18/the-potential-of-digital-fact-vr/?sh=240d111d27be

Pandemic marketing and advertising: and advertising-following-the-pandemic

Debt stats:


Sustainability: names-to-concentration-on-for-2022/.


*This posting was first printed in the Models & Branding 2022 annual. The hardcover e-book is available to order and the ebook is free of charge to obtain.



Louise Burgers is the Publisher, Editor and Co-Founder of She has expended about 20 several years writing about the FMCG retailing, promoting, media and advertising market in South Africa and on the African continent. She also lectures write-up-grad learners in Advertising and marketing and Advertising and marketing Communications. Specialising in local and Africa purchaser tendencies, Louise is a passionate Afro-optimist who thinks it is Africa’s time to increase again and that the Africa Continental Free Trade Arrangement (AfCFTA) will be a world-wide gamechanger this ten years.


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