Trends in consumer behavior in 2019
Jan 25, 2019, 419 views
Consumer behavior changes day after day. With important changes in people's way of living, the mode of consumption has also changed.
If before going after a mark was a rule, today it has become an exception. With a myriad of similar and comparable quality products, brands are easily replaceable by others without any strangulation from the consumer side.
Today, the consumer, besides being more demanding, is also in charge of business relations. The cards of the game have changed and to enter the game you need to know how to give these new cards. So to understand how to be more effective in business, you need to understand how the consumer behaves. As a result, we set 5 trends for consumer behavior by 2019.
1 - Customization becoming a priority
Consumers increasingly expect brands to provide them with experiences tailored to their individual needs and desires. For example, they expect relevant promotions, products or services to be offered.
It is no wonder that 83% of consumers expect attendants to have the contact information, history of the latest conversations and what problems are happening, according to NeoAssist.
2 - The sharing of data
It has been a while since consumers put their data on the internet without worrying too much about what will be done with them. However, today, with full awareness that data is and will be used to promote products and services, they hope that this information will be used to promote a relevant experience throughout the relationship journey.
According to Salesforce, 56% of consumers are willing to share personal data to get a faster, more convenient customer service experience.
3 - The relationship of consumers with service agents
According to PwC, only 38% of consumers said the employees with whom they interact understand their needs. This makes it difficult for the customer experience and, consequently, for customer loyalty.
According to American Express, 68% of customers claim that a pleasant agent was critical to their recent positive experiences. That is, having a team of attendants trained and able to understand the desires of consumers is essential for the relationship to be positive for both sides.
4 - The autonomy of the consumer
With the possibility of solving their own problems, consumers no longer want to rely on operators for this to be done. According to Aspect, 73% of consumers want to solve problems in products and services on their own.
However, according to a NeoAssist study, 47% of companies still do not use this medium to serve customers.
5 - The value of the experience
It is not today that the experience provided to customers gained more relevance. If before the price was the main attribute for the purchase, today, the price is a secondary agent. Obviously no one wants to spend money, however, if a product carries with it the synonym of a relevant relationship journey. Because of this, according to Salesforce, 67% of consumers would pay more for a more relevant experience.
In addition, according to Temkin, 77% of customers would recommend a company that provided a relevant experience to a friend. That is, in addition to increasing the value of what is provided, an experience can make a company do more business!