Informed and Empowered

Market Disruption > Customer Needs and Behaviors

Faced with increased product choices and close-to-perfect information, empowered customers have greater power becoming more discriminating buyers

Illustrative Disruptions

  • Increased Choices – Faced with greater number of choices about products and services available
  • Product Information – Search engines and aggregators providing customers with close-to-perfect information about product features, alternatives, prices and other attributes
  • Increased Buying Power – Empowered customers have greater buying power, making differentiation more challenging, commoditizing many products and services, and creating downward pressure on pricing and margins all other things being equal