The business landscape has experienced a period of rapid evolution over the past few years. Factors such as Brexit, the pandemic, the rise in digital technology, its increased accessibility and more all played a part in transforming the corporate world.
As a result, consumer expectations have changed. Modern customers have exceptionally high expectations, so your business needs to live up to them if it wants to not only remain profitable but also grow and prosper going forward.
Living up to these expectations is hard enough, but if your company wants to achieve true success, you need to exceed them. Exceeding expectations is never easy, but the first step is to know what these expectations are and understand where they come from.
You can then adapt and try to do more than the bare minimum in order to exceed customer expectations and set your business apart from your competitors.
While every business and sector is unique, there are some characteristics that bind them together and that all customers are looking for in 2021.
So, if you’re leading a B2C organisation, keep reading for an overview of what today’s customers expect and how you can deliver it.
A Robust Online Presence
Thanks to the increased availability and accessibility of portable devices such as laptops, tablets and smartphones, more and more people are accessing the services they need on the move. They’re using their devices to search for items they want to buy and quickly find the businesses that can support them.
As such, having a website that is accessible and easy to find on the internet is no longer optional. Modern businesses need to be easy to find, and that means being as close to the top of relevant search engine results pages as possible. SEO experts BigSurf Digital help a wide range of businesses to improve their reach and ensure that they’re visible to their target market online. Collaborate with them to improve your chances of getting your website noticed online.
Fun Social Media Accounts
Social media is another vital part of running a modern business. Most organisations now have a presence on these fun and engaging platforms. There are many different social media options out there, ranging from image and video-based platforms such as TikTok and Instagram through to message-based platforms such as WhatsApp and Snapchat.
If you want to engage with your customers online, then you need to create social media accounts on the platforms that your audience uses. While most of these platforms offer advertising options for businesses, you also need to think about creating unique and eye-catching organic posts. These posts have the potential to go viral or simply to make your brand look fun and improve your brand recognition.
Modern customers want to feel like they are getting the best possible value for money. With many household budgets and savings depleted by the pandemic, they are more conscious about everything they spend more than ever before, even if they’re buying treats or luxury items. As such, deals and promotions are valuable sales tactics for today’s business. Customers expect deals and will be more drawn to a company that offers them.
These promotions don’t have to be the traditional options, such as buy one get one free or a specific percentage off the original price. Instead, you can be creative and make promotions that work for both you and your customers. For example, you could offer a rewards app for customers that allows them to get money off their purchases if they let you track their spending and use their data to inform your marketing campaigns. Alternatively, you could offer a specific promotion if customers can prove that they follow your social media pages and have shared a post promoting your company.
A Community Spirit
Thanks to the pandemic, many vulnerable parts of the community are struggling financially. Many are also having problems getting access to the resources that they need, and dealing with stress and anxiety among members.
If your business supports the local community, then this could help you to improve your reach and showcase your brand’s accountability and dedication to the local area. It will also improve your reputation as a business that cares about more than just money and will give customers the impression that they will get good service. After all, no one wants to buy from a faceless corporation that only cares about money. Helping the community can prove that your business is committed to doing your bit and is interested in more than just making profits.
Today’s customers are highly discerning and have plenty of options, thanks to the increasingly competitive business landscape. Globalisation and the rise of online sales mean that they have many options, so you need to set your business apart from the rest if you want to succeed. Use this guide to understand what your customers want and get inspiration about how you could provide them with the services and support they expect.