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Robert Wollan Global Managing Partner Accenture The Seismic Shift in Global Consumerism.

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Presentation on theme: "Robert Wollan Global Managing Partner Accenture The Seismic Shift in Global Consumerism."— Presentation transcript:

1 Robert Wollan Global Managing Partner Accenture The Seismic Shift in Global Consumerism

2 Copyright © 2008 - Accenture All Rights Reserved. 1 More Knowledgeable More Demanding More Empowered More Diverse The most significant trend impacting the Growth and Strategic Cost Agenda is the seismic shift in the balance of power to customers.

3 Copyright © 2008 - Accenture All Rights Reserved. 2 Share of Global GDP: Developed vs. Emerging Economies The Age of Customer Centricity Growth from…New Places Real GDP at 1996 prices and at PPP, US$ trillion Emerging 5.8% CAGR 2005–2025 Developed 2.7% Source: EIU Economic power moving from the G6 to the B6 “ ” 61% 57% 49% 39% 51% 43% 39% 61%71% 29%

4 Copyright © 2008 - Accenture All Rights Reserved. 3 The Age of Customer Centricity Growth from…New Spaces The new middle class: New consumer classes emerge from world’s developing economies “ ” China’s income distribution 199720072017F Affluent (More than US$10,000) Middle class (US$5,000 - US$10,000) Aspiring (US$2,500 - US$5,000) Poor (Less than US$2,500) Source: Euromonitor; Accenture analysis.

5 Copyright © 2008 - Accenture All Rights Reserved. 4 The Age of Customer Centricity Growth from…New Faces Impact of widening customer abilities…

6 Copyright © 2008 - Accenture All Rights Reserved. 5 Dynamics of the New Normal What trends are defining the ‘New Normal’? Customer satisfaction has leveled out Customer expectations are rising sharply Customer loyalty is an “old world” concept Customer Expectations Customer Satisfaction Customer Behavior

7 Copyright © 2008 - Accenture All Rights Reserved. 6 Customer Centricity Imperatives What the Leaders Get Right… Empowered Frontlines Marketing, Sales & Service Synchronization “Do-it-Yourself” Capabilities Expanded Delivery Ecosystem Actionable & Predictive Segmentation “Complete” Customer Profiles Customer Experience Blueprints 3-D Growth CC Performance Management Adaptive Supply Chains

8 Robert Wollan Global Managing Partner Accenture The Seismic Shift in Global Consumerism

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