WHAT ARE TRENDS CHANGING (AND OFTEN RAISING) CONSUMER EXPECTATIONS?
WHAT ARE TRENDS CHANGING (AND OFTEN RAISING) CONSUMER EXPECTATIONS?
- SOCIAL MEDIA IS CHANGING THE DEFINITION OF WHAT’S “FAST”
According to Global Web Index :
- 28% of time spent online is social networking.
- 66% of consumers expect a response to their query on the same day,
- 40% expect a reply within the hour.
This has effectively sped up the time consumers expect it to take a brand (or anyone) to reply to a message.
When asking about a product or service,
- THE ONLINE WORLD IS CHANGING HOW EFFICIENT WE EXPECT A BUSINESS TO BE
A quick Google search can tell you just about anything you need to know. As a result, consumers have little patience when companies simply don’t know something.
Consumers expect data to be at companies’ fingertips – from accurate stock information to delivery dates and customer records.
- THE “ALWAYS ON” CULTURE MEANS CUSTOMERS EXPECT 24/7 SERVICE (OR AS CLOSE AS POSSIBLE)
Consumers don’t expect to have to break this habit for a business. While 24/7 call centers may not be possible, consumers expect longer opening hours and weekend support.
- SOCIAL MEDIA HAS MADE CUSTOMERS FEEL MORE EMPOWERED
Social media has made it easier ,on even the average consumer is connected to at least 150 people on Facebook and to around 140 people on Twitter.
Today, companies have to tackle an audience and their rights.All of this has led to many consumers feeling more empowered. They know that if they complain publicly on social media, they’re likely to get a better response than if they complain privately.
