Will your customers’ behaviour be different in 2013 to what it was this year? Due to rapid advances in, primarily, communications and information technology, the answer is probably yes. The following upcoming trends in customer behaviour were listed by customerthink.com:
1. Customers will show more interest in the competition
It is becoming ever easier to switch to a competitor and it doesn’t matter if you’re choosing a bank or a doctor. Customers increasingly make decisions based on what’s best for them at a given moment, with loyalty taking a back seat.
2. Customers will use mobile devices more
Customers will expect to have the option not only to buy goods, but also to receive services, via mobile or tablet.
3. It’s much easier for customers to go public with any bad experiences with your company
It’s only a matter of time until a worse way for customers to inform the public of dissatisfaction with your products and services appears than the current social networks.
4. Customers will be less and less interested in your advertising
Customers will increasingly make decisions based on formal and informal reviews of your products. How you are perceived will no longer be up to you, but your other customers.
5. Customers will help each other more
Customers increasingly expect to be given the option of being in contact with other customers, for example through the corporate Facebook page.
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