While technology has left consumers feeling oblivious, it has also made them aware of the myriad ways they can use technology to automate common everyday tasks – which is reflected in purchasing decisions in the digital age.
Around 88% of consumers have used some form of automated solution to help themselves, and 59% of them agreed that it improved their customer experience.
What this means is that companies need to improve their self-service options. Nine out of ten consumers insist that they want companies to offer intelligent solutions that help them navigate and resolve issues on their own.
4) Don’t just compare yourself to your competition
Once any company sets a benchmark for “good customer service,” consumers expect all other companies to meet that benchmark.
They compare your company not just to other companies in your tunisia mobile database category, but to every company they have ever done business with.
In essence, they want their bank to offer the same level of leniency they received from Nubank when they lost their credit card.
It doesn't really matter to them if your industry is completely different from theirs – consumers today believe that companies should simply follow suit.
Competition can come from many unexpected places, and every industry is ripe for disruption.
For example, hotels were only concerned about competition from other hotels – until Airbnb established itself in the market. They were clearly surprised by the technology company that was better at understanding the needs and expectations of the new generation of travelers – and changing purchasing decisions in the digital age for this sector.
The big tip here is that you can always learn from companies outside your industry to understand how and why a customer might seek out your offering.
Technological humanization: the next step in purchasing decisions in the digital age
Social media. Virtual reality. Internet of Things. Artificial intelligence. Technology and humans are increasingly immersed in technology.
We rely on technology like never before: we use it to stay in touch, get work done, get news, shop, manage our finances – and so on.
We are so immersed in technology that we don’t even realize how much it affects our daily routines and that it is actually changing our brains and impacting purchasing decisions.