To know how to provide appropriately for you customers, you need to know who they are. And what they need. And what they like.
They are super connected. 63% of women who own smartphones don’t go an hour without checking it. And the percentage is higher for men at 73%. Millennials are even more connected with 75% checking their phones at least every hour. 50% of people check their phones right before they go to sleep and also when they wake up.
Customers are also opinionated and will share those opinions. 34% of customers have used social media to express their feelings about a company. (I almost did this today while on the phone with United Airlines. I was so mad. But then my service representative found a solution. Maybe I should go online and mentioned the positive outcome.) As it turns out, 26% of people will express dissatisfaction, while only 23% will rave about a product or company they like
Customers this year are value conscious. 41% of them practice showrooming, they try things out in a brick and mortar store but look for better prices online. More than 50% of Millennials will use 4 or more sources to help them make a purchase decision.
Customers now also claim to ignore ads and seek authenticity. 92% say they have more confidence in info found online than other sources. 75% don’t believe that companies tell the truth in advertisements.
Check out this infographic about customer behavior below.
By Sarah Snow
Originally posted 2015-10-10 02:42:22.