3 Consumer Expectations That Are Changing Customer/Brand Interaction

In order to stand out among all the other brands vying for attention, it’s essential that companies understand their consumers. This means knowing what they want and when they want it. While consumers’ needs and wants are constantly changing, it’s up to brands to create an experience that meets those needs.

Consumers are becoming more demanding because of technology, and this is reshaping how brands interact with them. Consumers expect brands to be available through multiple channels. They also want these brands to give them personalised experiences. To help meet these high expectations, brands need to use technology like artificial intelligence to help them understand customer expectations and deliver better services. This blog will look at Consumer Expectations that are Changing Customer/Brand Interaction.

It’s no secret that customers are the most important part of any business. They are the most valuable asset, and when you take care of them, they will reward you with loyalty and support. The best way to take care of customers is by providing them with services and products that meet their needs and exceed their expectations. You want to make sure that every customer interaction is satisfactory, as unhappy customers will tell ten people about their experience. When you combine that with the fact that nearly 80% of people will share their experiences online (source: Statista), you can see how important it is to meet your customers’ expectations. When you have a good relationship with your customers, word-of-mouth marketing is at its strongest, and you can gain new customers easily.

Engagement, personalization, and consistency are three of the most important factors influencing consumer/brand interactions. If brands can provide these things, they’re more likely to build relationships with customers that last.

Consumers Want Engagement

Eighty-two percent of adults say they are loyal to a brand, and 84% say they are loyal to specific retailers. But how do you build that loyalty?

Changes in consumer search behavior mean consumers are engaging with brands before and after they hit “add to cart.”

Social media is perhaps the largest tool available for consumer/brand engagement, but in today’s world, it’s no longer enough to simply upload, publish, and wait. Consumers don’t want to be talked to; they want to be heard.  To build brand loyalty, you need to engage with consumers on social media. Talk with them, not at them. Listen to what they have to say and use that feedback to improve your products or services. By engaging with consumers, you show that you care about their experience with your brand. And that’s how you build loyalty.

Today’s consumers want instant communication with their favorite brands. Brands who capitalize on real-time communication and engagement are sure to gain customers for life.

No matter where they are, consumers always want to find ways to connect with brands through social platforms like Instagram.

Consumers Want Personalization

In the past, brands could create an experience for their consumers that was packed with features and details but lacked personalization. So long as the experience was great, it didn’t really matter.

But nowadays, if brands want to earn the loyalty of their consumers, they need to focus on creating a personalized experience. Consumers want choices, but they don’t want to feel overwhelmed by them. They will rather have a simpler experience if it means it will be tailored specifically for them.

Discover your customers’ interests to give them a personalized experience, even if you’re not in fashion or retail. Seventy-five percent of consumers are willing to share information about themselves if it means they’ll get a more valuable experience. This will let you provide them with content that’s more relevant to them, making the overall experience more enjoyable.

Consumers Want Consistency

Shoppers today are savvier than ever before – they conduct extensive research, seek out peer reviews, and engage in multiple touchpoints before making a purchasing decision. So, if you’re able to capture those consumers, it’s important to provide them with a seamless experience no matter where they are.

That means that what buyers experience online should be identical to the service they receive at your brick-and-mortar stores. Similarly, what they experience on mobile should be identical to what they experience on desktop, and vice versa.

It would be naive to assume that consumers only consult their mobile devices, when in reality, they are probably doing research on your product and your competitors’ products until they reach the cash register. Today’s consumers don’t want to be surprised. They expect the same level of customer service every time they make a purchase. Even though the customer/brand relationship is always changing, one thing that remains the same is the need for a customer-centric strategy.

Brands who understand the need for engagement, personalization, and consistency are at an advantage. They are the ones creating meaningful experiences for customers and turning one-time shoppers into loyal, repeat customers. Fortunately, this is a trait that more and more brands are starting to adopt, which means that competition is stiffening in the market. Nevertheless, those who can provide their customers with the best experience will always come out on top.

Why exceeding customer expectations is critical

What that means is that if you want to make money from your business, you have to pay attention to the things that affect customer experience. For instance, if you want customers to see you as a competitor in the market, you have to make sure that you are at a higher level of quality when compared to the rest of your competition. It’s not enough to just have a product of good quality. You have to also be able to deliver it in a way that makes customers feel like they’re valued and that they’re not just a number. A company that treats their customers right will always be an appealing option because customers want to support those who make them feel good.

Not only does interaction with customers help you improve your own business’s offerings, but it also helps you develop good relationships with your customers. They’re more likely to make a repeat purchase, and they’re more likely to keep coming back to you in the future. Even having an exceptional experience with a company can make you more likely to give other products offered by that company a try. It’s important to make the experience of using your product and purchasing your product, top-notch.

Customer expectations have evolved over time. Each generation has had its own unique set of requirements and preferences. Today, brands are being challenged to meet even higher customer expectations in order to retain their business and increase market share. If you want to know more about your customers reach us at www.philomathresearch.com