In today’s market, consumers seek more from the products they buy and the brands they support. Definitions of value extend beyond price to include access to a broader ecosystem of services and experiences that support product ownership and offer customers more ways to get involved. This represents a huge opportunity for companies to attract new audiences and deepen their relationships with existing customers.
In this paper, PSFK’s research outlines how consumers’ changing expectations are creating an opportunity for greater differentiation and value creation for both DTC brands and traditional retailers post-purchase. The included trends and supporting examples, built around community, product experience and continued investment outline leading initiatives brands are applying to create lasting relationships and encourage ongoing support and engagement from consumers.
Published October 2020