Customer Expectations: What Today’s Shoppers Want
Customer expectations are always changing. In order to continue making sales in your retail or eCommerce business, you need to stay in the know about these ever-evolving wants and needs.
Let’s take a look at few changes in customer expectations.
Simplicity
When it comes to contemporary customer expectations, buyers today want simplicity across the board. From easy product access to the ability to contact you if they have a question, shoppers expect brands to make things as convenient as possible.
Value
Current customer expectations also include value. Today’s consumers have tons of choices when shopping for most products, which gives them the ability to compare prices from several different sellers.
We aren’t saying you should price your products super low. Obviously, your structure needs to allow you to recoup costs and make a profit while still charging a fair rate. However, you should do whatever you can to offer customers the best overall value that you can.
Speed
Along with simplicity and value, today’s customers expect speed. After all, we live in a fast world that now offers instant gratification in almost every way. Want to know something about…well, anything? Google it. Sellers need to do what they can to speed up every facet of their business operations, from their website functionality to order processing to responding to customer inquiries.
Responsiveness
Just as shoppers don’t want to wait long for service, they also prefer quick answers to questions. The quicker you can get back to a customer, the better chance you have of closing the sale and receiving a good review.
Mobile-Friendly, Omni-Channel Support
Sellers need to make their sites mobile friendly and offer omni-channel support.
We simply mean that shoppers need to be able to shop your website from their computer, phone, tablet or any other internet-connected device. Your developer(s) should make sure that your store is easily accessible and shows up properly on all devices, while continuing to function smoothly and correctly.
Lots of Choices
Customer expectations today include the desire for lots of choices. That’s because, as we’ve already touched on, contemporary shoppers can easily compare what various stores have to offer.
Because customers no longer have to simply settle for items that don’t quite or just barely fit their needs, you need to offer a range of choices that suit a range of wants, needs and preferences.
Self-Serve Options
We have adapted to taking care of our own needs when given the opportunity to do so. For example, visit a supermarket and you will likely see plenty of people using the self-checkout stands at any given time of day.
Personalization
Everything today is personalized. Our electronic personal assistants know our names and get to know our likes and dislikes. Marketing emails call us by our first name. Entire businesses exist to create personalized experiences for adventurous travelers. So it makes sense that customer expectations now include personalization.
Free or Low-Cost Shipping
In the past, the ability to buy products from the comfort of your own home was a bit of a novelty. It represented a brand new form of consumerism, and shoppers were willing to pay extra for the convenience of having orders delivered right to their door.
Information
If you want to satisfy customer expectations, you should give shoppers easy access to anything customers might want to know.
Loyalty Rewards
Loyalty rewards aren’t just a part of contemporary customer expectations, they’re also a basic component to encouraging retention. Shoppers have grown accustomed to getting perks for buying repeatedly from the same store.
Shared Values
If your brand is involved in any sort of charitable or outreach programs, let your customers know about it. You can also participate in endeavors that are relevant to what you sell.
Unique Customer Experience
Providing a great customer experience starts with understanding your audience and focusing on each individual shoppers’ wants and needs. You want to make sure that everyone who visits your store or website feels valued and appreciated.
Branding
This is yet another way for you to stand out among your competitors. Look at companies with the most passionate and loyal customer fanbases. Conduct your own research into your industry to determine the best branding strategy for you.
More than Products
Customer expectations involve a desire for more than just great products. Yes, it is important that you offer high-quality goods and services. However, it is also crucial that your customers enjoy some other perk for shopping with you whenever possible.
Efficiency
When it comes to today’s customer expectations, efficiency is the name of the game. We’ve already talked about factors such as speedy checkout and simple website navigation, but now we’re discussing your team’s efficiency.
Comprehensive Customer Service
Comprehensive customer service is one of the most obvious current customer expectations. Today’s shoppers want and deserve accurate, quick and helpful answers to their questions or resolutions to any issues. Don’t leave your customers hanging or let any inquiries fall through the cracks.
24/7 Support
Lastly, on the same topic of customer service, today’s customers expect 24/7 support. However, that doesn’t mean you and your staff have to work around the clock. Auto-replies via these methods can offer customers answers to shoppers’ most commonly asked questions until someone on your staff can take the time to personally respond to them and address their needs.
If you’d like to take control of your inbox and gain access to a variety of the tools contact us.