How will customer shopping behavior change in 2017? How can merchants accommodate these changes?
According to Tabitha Naylor, consumers who live in the digital age of short attention spans will want their products delivered at lightning speed. We saw the popularity of Amazon’s same-day drone service delivery in 2016, and she thinks that’s the tip of the delivery iceberg. Consumers used to be patient about getting their goods, but that’s not the case anymore. Overnight delivery is sometimes not enough to satisfy them, so I think one, two and three-hour windows of delivery are going to become more commonplace in 2017. Think about it. Just five years ago, the idea that you could complete an online order and receive your product that same day was something out of a science fiction novel. But in 2017, consumers will demand that as a way of distinguishing between buying from one company or another. So there will be more pressure on companies to offer these same-day deliveries just to keep up with their competitors.
How will digital customer experiences evolve in 2017?
When asked about the consumer’ experience, Tabitha Clearwater said, “You’ll see more companies appealing to their customers on mobile devices than ever before. Everything is going mobile and that trend will continue to grow in 2017. If you think about it, we’re doing just about everything on our mobile devices now, shopping, engaging in social media, consuming news and entertainment and communicating. There is nothing you can’t do on a mobile device, including paying for your groceries, so companies will really have to gear their marketing to enhancing the mobile customer experience. That means websites that are clean, uncluttered and easy to navigate. It means personalizing the shopping experience so that every time a consumer logs in to a site, there are recommendations and suggestions based on their prior shopping or browsing.” Personalizing the customer experience on mobile devices is the key to engaging consumers and making them feel as companies value their wants and needs.
For any information about Tabitha Naylor, visit her website at http://tabithanaylorclearwater.com