opportunity 23 of 150 Six underlying consumer needs present significant opportunities for businesses and brands. These six needs, not well understood by consumers themselves are – certainty, variety, significant, connection, growth and contribution. Can you remember the last time you called a business and the receptionist recognised your voice? Can you remember the last time […]

opportunity 23 of 150 Six underlying consumer needs present significant opportunities for businesses and brands. These six needs, not well understood by consumers themselves are – certainty, variety, significant, connection, growth and contribution. Can you remember the last time you called a business and the receptionist recognised your voice? Can you remember the last time you walked into a restaurant and the owner remembered your name? Can you remember the last time you walked into a store and the attendant walked up to you promptly, greeted you warmly and provided high quality, undivided attention? In each of these cases, how did you feel? I imagine you felt pretty good and inclined to buy again. I can remember calling Lenovo because the screen on an $800 laptop I had just purchased was not working, only to be told that my expectations for service were too high. Have you had such an…