Post by account_disabled on Jan 9, 2024 4:32:00 GMT
As a result of the COVID-19 pandemic, consumer habits have changed significantly. Consequently, the consumer profile is experiencing a series of variations, which are contributing to shaping a new consumer ecosystem. The main changes are occurring in terms of the frequency and channels that consumers use to make their purchases. Thus, according to the most recent study by Selligent The Connected Consumer 2020 , 36% of respondents say they make online purchases every week, compared to 22% who make online purchases monthly. Changes in buyer behavior The study, based on surveys of 5,000 consumers in eight countries, also shows how preferences in terms of sales channels are still being configured as life returns to normal. Thus, 39% of users plan to combine purchases in a physical store with their online version, compared to 28%, who mainly opt for online purchases. Another quite significant change is the type of products that consumers purchase online. During the pandemic, 60% of buyers purchased essential items related to food and basic care online.
An example of this is the sale of digital entertainment, which represents 24% in Spain, or clothing, a percentage that amounts to 15%. As new attitudes take shape, data comes to light that allows us to know Email Data a little more about what the future trends will be. In this sense, we can also observe a change in the factors to which consumers give importance when making their purchases. At a European level, 84% of consumers place great importance on companies having a flexible returns and cancellation policy , followed by 82% of consumers who believe that clear communication of safety protocols is paramount to when choosing a certain product. Another key factor for the new consumer profile (72%) is the possibility of collecting the products without having any type of contact with the delivery person. Here you can clearly see how the pandemic has directly affected the customs and behaviors of consumers.
Adaptation of the customer experience In recent months, companies have focused on conveying affectionate and encouraging messages to their customers. But consumers are getting tired of them: 25% of respondents consider them a waste of time, unnecessary. Following this line, 39% decided to unsubscribe from communications from three or more companies in the last six months, with the large number of emails received being one of the main reasons (55%). In addition, many users admit to feeling annoyed with the way in which companies communicate with them. For 23%, companies send too many messages about their recent activity, while 26% acknowledge receiving unnecessary messages, which have nothing to do with their activity. On the other hand, 24% of consumers say they feel quite annoyed when companies do not respond to messages on time, or when they do not respond at all (27%). Given this constantly evolving ecosystem, one of the solutions that companies have when it comes to satisfying the needs of their buyers is the adaptation of the customer experience.
An example of this is the sale of digital entertainment, which represents 24% in Spain, or clothing, a percentage that amounts to 15%. As new attitudes take shape, data comes to light that allows us to know Email Data a little more about what the future trends will be. In this sense, we can also observe a change in the factors to which consumers give importance when making their purchases. At a European level, 84% of consumers place great importance on companies having a flexible returns and cancellation policy , followed by 82% of consumers who believe that clear communication of safety protocols is paramount to when choosing a certain product. Another key factor for the new consumer profile (72%) is the possibility of collecting the products without having any type of contact with the delivery person. Here you can clearly see how the pandemic has directly affected the customs and behaviors of consumers.
Adaptation of the customer experience In recent months, companies have focused on conveying affectionate and encouraging messages to their customers. But consumers are getting tired of them: 25% of respondents consider them a waste of time, unnecessary. Following this line, 39% decided to unsubscribe from communications from three or more companies in the last six months, with the large number of emails received being one of the main reasons (55%). In addition, many users admit to feeling annoyed with the way in which companies communicate with them. For 23%, companies send too many messages about their recent activity, while 26% acknowledge receiving unnecessary messages, which have nothing to do with their activity. On the other hand, 24% of consumers say they feel quite annoyed when companies do not respond to messages on time, or when they do not respond at all (27%). Given this constantly evolving ecosystem, one of the solutions that companies have when it comes to satisfying the needs of their buyers is the adaptation of the customer experience.