What Consumers Want

I came across this great infographic and most of it is self-explanatory and well worth a review and some consideration about what consumers want.

The infographic provided by Susanne Colwyn at Smart insights provides us a great overview of what consumers want versus what retailers need. I’m going to highlight the stats from the US consumers, as they are likely closer to home.

Here are the highlights about what consumers want:

• 42% of consumers want the best offer
• 52% of consumers believe there are issues with stock in store (vs. online)
• 26% of consumers think that retail staff needs more training
• 47% of consumers think they can get a better deal online

Here is what retailers need to do:

– Improve stock management

– Train staff

– Provide more product information

– Roll out consistent pricing (same price in store and online)

– Personalize offers

Much of this information focuses primarily on three main points:

1)   Price – no matter where the consumer finds it

2)   Product – ensure it’s available and information is available

3)   Staff – the Dale Carnegie treatment is a start

Really focusing on the customer experience is the key, today more than ever the consumer is educated, smart and is truly looking for partnerships.  Consumers have lots of choices (both in store and online) meaning that it’s the retailer’s job to build trust, be transparent (with product and pricing) and provide great service. A cup of coffee never hurts, throw in a coupon or a special offer and you’ll have a friend for life.

Want to read more? Check out Three Ways to Build Customer Trust

It’s a new world out there; new customer experiences and we have to give them what they want.

Michael Bickerton, Raven5 Ltd, March 2015

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