- Index hide2 80 percent of consumers say they would stop buying from one company and switch to their competitor after having a bad experience.
This means that buyers are more easily disappointed by companies.
80 percent of consumers say they would stop buying from one company and switch to their competitor after having a bad experience.
Although 75 percent of buyers are willing to pay more to companies that offer a good experience.
The issue of user experience beyond the purchase has become fundamental for brands as it has become recurrent. In fact, 7 out of 10 consumers have much higher expectations of the products and services companies provide.
How can a brand define a good shopping experience?
It is very important that companies, brands, etc. Investigate and value what a good experience is, be aware of the feedback that consumers give them regardless of whether it is good or bad, the objective is to see how the experience for the client can be improved.
The shopping experience is constantly changing. Companies have to find a middle ground and keep in mind that this factor is largely the value you give to the customer and how you receive it. Although you always have to be aware that the brand sells what it can and not in all cases will it be able to leave the customer satisfied.
How to make the brand consistent?
The shopping experience and the consistency of the brand are two things that go hand in hand and depend largely on the consumer. That is why the company must be clear that communication with the client is essential. You can have a very good product, company or brand and poor service can ruin your reputation.
How to improve the shopping experience?
Fire Live president Carlos O’Rian said that companies have to improve the way they segment consumers because two 50-year-olds with the same economic income and similar place of residence do not think alike.
“The first thing that has to be done is to focus on the client, start segmenting by variables that make it possible for me to identify with the client. Dare to ask and understand. Be in constant communication with your client, because their needs are changing. Generate technological tools that allow them to capture the most information in order to improve the customer’s shopping experience”.
Bernardo Vallejo, CEO of Superflama mentioned that the most important thing to improve a customer’s shopping experience is to accompany him throughout his process.
“Client support is what generates the most value. Constantly listening to the customer and accompanying them in their shopping experience is a new way of doing things. The permanent accompaniment of the client is something that generates a lot of value”.
To end the chef, Santiago Saviñon of 99 Minutes declared that it is not bad to make mistakes because everyone can make mistakes, however, he emphasized that one must be humble to accept it and be able to find a solution.
“Offer a reliable solution to the market and with a lot of honesty and humility, refine your solutions every day. Because that is what is going to lead them to the right paths.”
With information from Daniela Marin.
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