Customer Trends

Author: Kaitlyn Wilcoxson Category: B2C, E-commerce & Retail, Marketing, Social Media & Digital Date: November 17, 2015

Customers within various industries are searching for products and services in multiple places whether it be online, word of mouth, in magazines or in store. However, no matter the industry there are overwhelming statistics on how customers are shopping, especially during the holidays, no matter the product, service or industry.

1. Your customers are going mobile

More Americans these days own smartphones over any other regular phone. The age of smartphones and mobile technology enables customers to be able to shop and research on the go, which is why over 70% of mobile searches get customers to act within one hour and mobile coupons get 10x the number of redemptions. Something tothink about when you are promoting your holiday discounts and giveaways.

2. Your customers believe your past customers

The age of technology also has become the age of skepticism. There are so many various types and styles of very similar products, so how does a potential consumer make a choice? Over 90% of consumers now read product/service reviews before making their purchasing decision. Not only do they take the time to read them, but your consumers are also putting a large amount of trust in them. 78% of surveyed participants from a study conducted by Constant Contact say that they trusted peer recommendations over ads.

What does this mean for you and your marketing efforts, take pride in customer service. Let your customer know that they are appreciated. A great way to understand how your customers think and feel about your brand is to conduct surveys to get honest customer feedback. Treat your customers during the holiday, pair your surveys with a promotion. At the end of completing the survey, give them a redeemable product discount or a $10 Dunkin Donuts gift card!

3. Email sells better than social

A new report from Monetate, an e-commerce software firm, found that 4.25% of website visitors from emails turn into customers, while only 0.58% of visitors from social media make the conversion. How does this help you? Customers love a personal touch. Social media has become saturated with online and mobile ads. Think of emails as your way to write your customers a letter. The best way to enforce and get the most out of your marketing is to send your customers an email newsletter and then promote the information within the customer email online on your various social media platform. Connect with your customers, wherever they may be.

4. Don’t forget the big buying holidays

The three biggest shopping and buying holidays are:

Black Friday

Cyber Monday

Small Business Saturday

Create a plan to reach out to your customers on these three “holidays.” Let your customers know that you are here to help and bring the best value to them.