"Consumers are more demanding."
"Consumers don't take NO for an answer."
"The customer is always right."
Are such concepts really absolute truths and can they attest to consumer behavior? Indeed, the topic is challenging, and new ideas, well-founded or not, are constantly emerging, challenging managers and marketing professionals to manage their respective brands. Constant changes in the digital world (with the omnipresent Artificial IntelligenceEvents in the world, both real-world (the pandemic, for example), reveal new behavioral trends. Therefore, we have listed them below. 5 trends in consumer behavior Things you need to know. Stay tuned!
Consumers are more sensitive.
It may seem like a general perception, but the Edelman Trust Barometer Special Report 2020 confirmed: People are feeling more vulnerable and worried. with their physical, mental, and financial health. And this is reflected in their respective purchasing behavior – they feel more inclined to buy from brands that are humanized, transparent, and empathetic.
They are also looking for a complete superior experienceThis is not only related to the quality of service, but to all points of contact with the brand.
Consumers share their experiences with others.
Consumers today are fully aware of their power and the role and importance of competition; they use this to their advantage.
According to research Shopper Store Criteo, 56% of consumers say they share negative experiences on social media.; while 41% share their positive experiences.
Such accounts have power and They have a huge impact on other users' purchasing decisions....and of course, it can either elevate a brand or destroy its reputation.
Consumers want to see a clear position.
The same Eldeman survey revealed that 65% of consumers stopped buying from a brand that remained silent. faced with a situation and/or problem where one needs to take a stand.
The days of being free from opinions and positions are therefore gone. Environmental, social and political agendas (if they make sense) These issues need to be addressed by brands.Consumers are more inclined to buy from companies that share the same positions and ideologies.
Online ads convert more young people.
The Criteo Shopper Store survey revealed that preponderance of online advertising – still quite important in companies' marketing strategies. 3 out of 4 people click on ads. when they browse the internet with the goal of discovering new brands and products.
You Consumers from Generations X and Y are the most likely to interact with such advertisements.Traditional advertising (magazines, radio, newspapers) tends to attract older generations more easily.
Consumers are looking for a personalized customer service experience.
With a large amount of data at hand, the Consumers understand that companies are empowered to provide truly personalized experiences..
We need to go beyond demographic segmentation or purchase frequency. Consumers expect customer service agents to... recognize purchasing behaviors and anticipate desires and tastes personal.
Purchase suggestionsWhen successful, they have almost a 90% chance of being converted into purchases.
Putting it into practice
And when we talk about a personalized customer service experience, nothing beats having a... integrated digital communication system with Artificial Intelligence.
That's the secret of Chatbots & AI from the Matrix GoUnify more than 20 customer service channels into a single platform, use AI to automate conversations, and have access to strategic data for... to create unique experiences for each consumer.. Speak to a Consultant To learn more.
It's important to note that these consumer behavior trends are just a few (quickly identifiable) that make up a mix of behaviors that undergo seasonal changes, updates, and adaptations. Therefore, it's always very important... Pay close attention to the signals sent by your buyers..
