That’s why we’ve selected some insights and motivations about consumer behavior to help you with your next strategies. If you want to learn more about this topic, continue reading below!
What is consumer behavior?
Consumer behavior is the analysis carried out to understand changes in consumption, with techniques that use data to obtain more assertive results. This way, you can optimize your marketing and relationship strategies.
With these studies, you can gain different australia email list free download insights into where customers are in the sales funnel, the feelings and mental triggers that encourage your consumers to make a purchase.
What is online consumer behavior like?
To understand online consumer behavior, it is important to consider that people are now more demanding, independent, curious and sensitive, and are influenced by social, cultural and economic factors. Therefore, it is necessary to adapt solutions, products, services and campaigns to win over and retain new leads.
In addition to considering the entire shopping experience, from the perception of product acquisition to after-sales, everything can influence your customer's loyalty , such as service, speed of delivery, product quality and more.
1. Sharing experiences with other consumers
For customers, the online environment is important for sharing consumer experiences and has also been a decisive factor in making new purchases. Consumers are curious and research before closing a deal, such as the company's customer service, positioning, problem-solving, and more.
If the shopping experience was good, they don’t hesitate to engage with your brand and recommend your products. However, the opposite also happens: if the shopping experience was bad, they share what happened with others.
Also check out: How to Recover Lost Customers: 8 Tips for Your Business
2. Consumers want brands to take a stand
Consumers care about brands’ positioning on important issues, such as politics, culture, social and environmental causes. Caring about these values directly influences online behavior.
This happens because consumers believe they have the power to influence the company's success, so they demand that companies take a stand and create connections of purpose. This connection is one of the factors responsible for many customers' purchasing decisions.
3. Greater demand for service
Companies that invest in personalized, responsive, and humanized customer service are ahead of their competitors. People want organizations to treat them as people, not as numbers. Therefore, being concerned about answering all questions, selling, and providing good after-sales service is one of the most efficient ways to build customer loyalty.
Furthermore, investing in service automation platforms also helps in greater conversions, as there are several types of doubts and problems that can be resolved with automatic service, whether during times outside of face-to-face service or self-service, such as scheduling appointments.
4. Personalization of communication
Personalizing your communication is essential to connecting with your target audience. Have you ever noticed how companies with a laid-back personality communicate with slang and memes, while sober organizations are more serious and use formal language?
Personalized service creates a connection with your customers, making it more efficient for attracting and converting sales. It is also an interesting differentiator for your brand, capable of engaging your marketing campaigns.
5. Search behavior has changed
Online consumer behavior has changed. In the past, people would only search for items on search engines or on very popular shopping websites. Nowadays, in addition to these searches, customers also search for e-commerce sites more directly, as well as using social networks to learn about brands and follow campaigns and promotions.
Confidence in making online purchases has also increased, with the sharing of experiences and websites such as Reclame Aqui increasing the chances of completing purchases without worrying about financial scams in the digital environment.
You may also be interested in: Psychology in customer service: learn everything about the subject!
6. Security and privacy
One of the biggest concerns of digital consumers is the security and privacy of browsing the internet without having their data saved and used without their consent. This is why the General Data Protection Law (LGPD) has been so important for companies.
By demonstrating that you care and have good practices regarding data usage, your consumers feel safer and make purchases on your website without having to worry about this. Resulting in greater customer retention for your business.
7. Use chatbots and new technologies
Chatbots are software capable of automating various activities, including communicating with users. This is an excellent benefit for e-commerce, as in addition to providing services at any time of day, chatbots can cover payment services and improve the purchasing journey of your customers.
New technologies, such as artificial intelligence, machine learning, the Internet of Things (IOT), among others, help predict consumer behavior online and find ways to meet their expectations. This way, you can understand what needs to be adapted to remain competitive in the market.