2022 Global ConsumerTrends What your customers need you to know for the year ahead IN PARTNERSHIP WITH 1A letter It’s been a time of change – and we’ve been thinking about what we value most. from your customers With the economy how it is, our money means less, meaning the things we buy from you – travel tickets, food, insurance – have to mean more. We’ve been loyal for a long time. But we know now that loyalty to companies doesn’t necessarily mean we’re rewarded. In fact, it’s easier than ever to switch the brands we use – so you’re going to have to do better to impress us. You might be o?ering me the usual – the expected. But our expectations are greater now. We deserve to be heard, and to have our voice make a di?erence. We need you to step up. We’re tired of having to put up with bad service just because. We’re over needing to jump through hoops for the basic right to be treated like a person. We’re fed up with being expected to tolerate low-quality products and services. We want better. We demand better. Our demands are: 1 To be heard, and for our voices to change how things are done 2 To feel like a person, instead of a number on a balance sheet 3 To interact with