LAUSR

Purpose The contemporary organizations invest a lot of funds to gain a better understanding of the emerging needs of customers in near future. However, customers sometimes do not appreciate these hard efforts which lead to some unanticipated results for the firm. The purpose of this paper is to identify the customers’ perceptions about the future anticipatory measures done by a company. Design/methodology/approach The authors employed triangulation of methods to develop credibility of techniques and the findings of this qualitative research study. A semi-structured interview with six participants is used to explore the phenomena. After the authors gained a better understanding about the phenomena, a focus group discussion with eight participants was held to gain a better understanding of perceptions of future. Finally, the digital ethnography was employed to better explore customer behavior. Findings The results show that future anticipatory efforts conducted by a company are highly appreciated by the customers. This, in turn, builds a positive autobiographical memory for customers that lead to the development of a brand relationship. Originality/value The application of futurology to study within a marketing context and the employment of autobiographical memory are unique products of this study.