Once Again: What Consumers Really Want From Businesses!

Spread it!

Email This

Earlier this year (January 2010) I published this article about what consumers really wanted from organizations. This was based analyzing behaviour and responses from over 400,000 consumers about different types of online messages they received, here are some insightful tips for organizations.

1. The consumer seeks your expertise. They are looking at you to provide answers. Basic answers don't qualify as the consumer has the ability to research answers over the internet. When they approach the merchant or the financial institution, they are looking for the perfect answer.

2. The consumer wants you to recognize them quickly, & do this across channel.

3. The consumer wants you to offer real convenience - the ability to start transactions on one channel and complete them on another.

4. The consumer wants your organization to seek their preferences and remember thosepreferences so you can create relevant dialogue with them.

5. The consumer wants to be heard. They want their responses to count and want to see real consumer feedback (across channels, plus good and bad feedback).

6. The consumers had a not so positive impression about messaging from most organizations- they felt that businesses are messaging them with the same message over and over again. The messaging lacks continuity and consequently looses the impact.

7. The consumer wants to create deals themselves - mix and match - create their own bundles. They want the ability to choose and not just be offered menu options.

The consumer appreciates that you 'understand' social media. They would like you to leverage these bullets into your social media engagement strategy.

I wanted to put this article out as we close out 2010. The consumer continues to become more savvy expecting you to recognize them, serve them, & continue to listen to them on social media channels.