The same needs, but with modified usage and behaviour
The fundamental needs of consumers have not changed radically, but the technologies they have at their disposal have changed what customers expect from brands.
The central role played today by smartphones at all times in our lives - both personal and professional - is leading to profound changes in the way we consume information and interact with information networks.
What are customers' main expectations?
- Simplicity of use, access to services must be easy and intuitive
- Speed, or even immediacy, in the delivery of services and the handling of complaints
- Security of exchanges and data, with brands guaranteeing the protection of personal data and the confidentiality of transactions
- Customization of services and exchange channels, to constantly adapt to the customer context