Consumer Behavior Trends

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Framework Primer
Consumer Behavior Trends
Presentation created by
Consumers still
migrating to
Social Media.
Consumers
routinely do
Mobile
shopping.
Consumers still
go to brick-and-
mortar stores.
Consumers are
concerned
about Privacy
and Cyber-
security.
Consumers are
becoming more
loyal to giant e-
tailers.
1 2 3 4 5

2This document is an exclusive document available to FlevyPro members - http://flevy.com/pro
Contents
Overview
Templates
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Competing for shoppers’ habits is the future our company must prepare
for
Presentation Overview
Keeping track of developing trends in Consumer Behavior keeps our company on the ball
in making effective market approach adjustments that work.
Molded by emerging technologies, the shopping behavior of consumers is changing
rapidly. Mobile shopping is on the rise. Social Media is increasing in its influence. It may
surprise some, but brick-and-mortar is not dead.
Based on global annual surveys of 22,000 respondents across 27 territories on their
shopping and consuming activities, consulting firm PwC discovered 5 key trends in
Consumer Behavior:
The 5 key trends in Consumer Behavior are important factors to consider for any retailer
to be successful. This presentation discusses each trend in detail, including key
takeaways, statistics, and examples.
This deck also includes slide templates for you to use in your own business
presentations.
Consumers still migrating to Social Media.3
1 Consumers routinely do Mobile shopping. Consumers are concerned about
Privacy and Cyber security.
4
2 Consumers still go to brick-and-mortar stores.
5 Consumers are becoming more
loyal to giant e-tailers.

Understanding Consumer Behavior is a complicated task made easy
with the right research mix
PwC Global Consumer Insights Survey (GCIS)
A detailed understanding of our customers and their motivations is necessary
in building a powerful marketing mix approach.
For 7 consecutive years, PricewaterhouseCoopers has been conducting its annual Global Consumer Insights
Survey (GCIS). The objective of the survey is to capture insights and trends related to people’s shopping and
consuming activities.
The findings in this presentation were based on the latest survey,
conducted in late 2017. This survey includes 22,000 respondents,
covering 27 territories—which include 26 countries and Hong Kong.
Results showed that it is not a simple story about the
bleak prospects for brick-and-mortar retail.
Shopping in physical stores has increased, not
decreased.
Mobile devices, especially smart phones, are used
for more and more of consumer’s shopping.
Fifty-three percent names face-to-face interaction
with knowledgeable, helpful salespeople as a
shopping experience that gives them the most
satisfaction.
Today’s retail, patrons are
complex, conflicted, highly
segmented, and on the
cusp of change but not on
the way retailers expect.
In deciding where to shop,
the choice of whether the
venue is online or “in real
life” now matters less.
Privacy, personalization,
and other factors can
make a difference in the
consumer’s choice of
where to shop.

Understanding Consumer Behavior is the key to business success
5 Key Trends in Consumer Behavior
Effectively managing changing Consumer Behaviors keeps our marketing team on top
of evolving global market demands.
New technologies and online social interaction are reshaping consumer habits. To be successful in the
consumer world, this is the most important factor to watch.
Today’s consumers are
not settling for
satisfactory.
Consumers will not just
to settle for something
that’s good enough.
The new goal is to
maximize, rather than
satisfy.
Consumer habits are
being reshaped and
replaced.
Today, the absolute best
often seems within
reach.
Based on the last 4 years of PwC’s GCIS surveys, the consulting firm found 5 key trends in
Consumer Behavior that have great influence on consumers’ purchasing decisions. These 5 trends
in Consumer Behavior are:
Source: Competing for Shoppers' Habits, PwC, 2018
Consumers still
migrating to
Social Media.
Consumers
routinely do
Mobile
shopping.
Consumers still
go to brick-and-
mortar stores.
Consumers are
concerned
about Privacy
and Cyber-
security.
Consumers are
becoming more
loyal to giant e-
tailers.
1 2 3 4 5

Contents
Overview
Templates

KEY TAKEAWAYS
EXAMPLES
DESCRIPTION
Mobile’s influence on shopping will continue to explode
Trend 1 – Overview
To generate more sales, our company just needs to make sure that our consumer app
experience is consumer and mobile friendly.
TREND Consumers routinely do Mobile shopping.
The next big trend has been detected in the Global Consumer Insight Survey.
This big trend can push shopping to a higher level in terms of frequency, convenience, and quick
access.
Handheld devices and
wearable devices are
the portal of choice for
the omni-channel
shopping environment.
Use of mobile phones
for shopping has more
than doubled in the
past six years.
Cell phones are used
to make daily or
weekly purchases.
Voice-assisted interactions for all kinds of needs, including shopping, through devices such as
the Amazon Echo, Google Home, and Alibaba’s Genie.
A new technology of all kinds faster than Western counterparts have been adopted by China and
some parts of Asia.
Increased use of AI devices.

With the world entering an age of unlimited innovations, AI will have a
greater role in growing business
Trend 1 – Ownership of AI Devices
Asia will be big for voice AI.
Mobile shopping is one element of a broader emerging retail phenomenon: the AI personal shopper. AI will be
instrumental in providing a truly interactive in-store experience. An AI device can be a robot or an automated
personal assistant, such as Amazon Echo or Google Home.
China is leading the U.S.
in terms of consumers
planning to purchase a
device with artificial
intelligence. The number
of survey respondents
who expect to own AI
devices in a year varies
considerably by location.
Brazil has the highest percentage
of consumers expecting to have an
AI device in year followed by China.
Vietnam, Indonesia, Thailand, and
Poland have an average of 40 to
45% of the consumers. Notably,
Vietnam, Indonesia, and Thailand
are Southeast Asian countries.
Current Expected
China
Vietnam
Indonesia
US
Thailand
Brazil
France
UK
Poland
Italy

Brick-and-mortar stores are here to stay despite growing online
innovations
New technology can influence habits rapidly _ either change them or augment them.
KEY TAKEAWAYS
The resilience of real-life shopping shows that it is easier to augment and modify habits than
erase them.
The survey found that millennials shop in physical stores more frequently than older consumers.
A developing strategy is the use of new e-commerce channels to complement physical stores.
EXAMPLES
Integration of analog and digital environments.
Use of smartphone-based augmented reality (AR) APP.
Meal discounts earned by scanning stickers that launch games and simulations on devices.
Use of virtual reality to allow customers to visualize and plan major room redesigns.
Use of showrooming that offer sensory benefits of in-store shopping without maintaining
inventory.
DESCRIPTION
Forty-four percent of
survey respondents
shop in stores daily or
weekly.
U.S. in-store revenues
hit healthy year-over-
year increases despite
more than 8,000 stores
closing in 2017.
TREND Consumers still go to brick-and-mortar stores.

Social media plays a powerful role on consumers’ purchase
decisions
The younger the target audience, the more essential it is for our company to embrace and
engage with social networks.
KEY TAKEAWAYS
Online consumers pay more attention to social media, personal networks, and blogs than to
branded applications.
Through Social Media outlets, consumers have been able to easily convey their opinion about
certain products or brands.
Social Media has taken power and control out of the hands of large corporations and transferred
it in the hands of consumers.
Yet, conventional TV advertising still has some compelling power. According to PwC 2017
Holiday Outlook Survey, TV advertising is still the leading source of gift ideas.
DESCRIPTION
Social Media continues
to have an effect on
consumers’ purchase
decisions with its rapid
growth in the e-
commerce
environment.
Drowned with
thousands of choices,
consumers are basing
their decisions on
recommendation
engines and comments
from strangers.
TREND Consumers still migrating to Social Media.

Online media has gained worldwide consumer acceptance with its
influence on purchases
Trend 3 – Impact of Online Media
The extent of use of social network may differ across different locations, gender, and age.
Online media has proven to make an impact on consumers’ purchase.
Based on the survey,
consumers turn to 3
online sources of
inspiration for their
purchases.
Social networks
– 37%
Visual social
networks, such
as Snapchat and
Instagram – 20%
Retailer
websites – 34%
Reliance on social
network is more than
twice as high in Asian
countries and the
Middle East.
Women and younger
people are more
influenced by social
networks particularly
visual social
networks
Older people and
men pay more
attention to price-
comparison websites.
10%
2018
0%
20%
30%
40%
2017
Emails from brands/retailers
Individual retailer websites
Social networks
Digital press and magazines
Travel review websites
Visual social networks
“Deal of the day” websites
Multibrand websites
Price comparison websites
Percentage of respondents
Mobile apps
Blogs
None of the above

Privacy and cyber security are major consumer concerns when it comes
to social media
In general, consumers want to be sure that no sensitive personal information is misused
or breached.
KEY TAKEAWAYS
Further investigation was done whether consumers would take actions to protect themselves.
– 43% avoided clicking on pop-up ads.
– 36% used different passwords for different sites.
– 34% minimized the amount and type of data they give out.
In short, consumers still rely on retail companies to preempt security problems.
DESCRIPTION
The Consumer
Intelligence Series, a
PwC initiated research
project, showed that
there is very low level
of trust.
Only 25% of
consumers felt
companies handled
their personal or
financial data
responsibly.
Only 15% felt
companies use that
data to improve
consumers’ lives.
TREND Consumers are concerned about Privacy and Cyber security.

Giant e-tailers are taking command of the global marketplace
Everyday, our company must look for new forms of shopping behavior that we can capture
first to gain competitive edge.
KEY TAKEAWAYS
The giants are generating
repeat business with
customers through Loyalty
Programs.
– Globally, 36% of
Amazon’s customers
already pay for Amazon
Prime, the company’s
premium subscription
service.
Consumer habits are
reshaped and reinforced
by giants everyday by
providing triggers,
routines, and rewards.
DESCRIPTION
Multichannel retail
mega-competitors are
establishing a massive
presence and building
impressive consumer
loyalty.
59% of consumers
globally regularly shop
with Amazon, JD in
China and Tmall.
TREND
AMAZON EXAMPLE
Percentage of Amazon shoppers by Region
Survey respondents from around the world who answered
“yes” to the question “Do you shop at Amazon?”
18%
46%
60%62%
70%
Africa and
Middle
East
Asia-
Pacific
Eastern
Europe
Western
Europe
Americas
Consumers are becoming more loyal to giant e-tailers.

Contents
Overview
Templates

Insert headline
5 Key Trends in Consumer Behavior – TEMPLATE
Insert bumper.
Consumers still
migrating to
Social Media.
Consumers
routinely do
Mobile shopping.
Consumers still
go to brick-and-
mortar stores.
Consumers are
concerned about
Privacy and
Cyber-security.
Consumers are
becoming more
loyal to giant e-
tailers.
1 2 3 4 5

Insert headline
5 Key Trends in Consumer Behavior – TEMPLATE ALTERNATE
Insert bumper.
Consumers still
migrating to Social
Media.
Consumers
routinely do
Mobile shopping.
Consumers still go
to brick-and-
mortar stores.
Consumers are
concerned about
Privacy and Cyber-
security.
Consumers are
becoming more
loyal to giant e-
tailers.
1 2 3 4 5
Insert filler text, filler
text, filler text.
text, filler text.
text, filler text.
text, filler text.
text, filler text.
text, filler text.
text, filler text.
text, filler text.
text, filler text.
text, filler text.

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Flevy (www.flevy.com) is the marketplace
for premium documents. These
documents can range from Business
Frameworks to Financial Models to
PowerPoint Templates.
Flevy was founded under the principle that
companies waste a lot of time and money
recreating the same foundational business
documents. Our vision is for Flevy to
become a comprehensive knowledge base
of business documents. All organizations,
from startups to large enterprises, can use
Flevy— whether it's to jumpstart projects, to
find reference or comparison materials, or
just to learn.
Contact Us
Please contact us with any questions you may have
about our company.
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