CX Trends: Shifts in Consumer Habits & Expectations


Over the last year, you probably heard the question “So how are you adapting to the new normal ?” quite a few times. It is a reflection on how the global pandemic has, in some cases, fundamentally changed our everyday lives.

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Consumer Behavior & COVID Adjustments in Convenience Stores


Convenience & Gas Consumer HabitsAfter a rollercoaster of a year, Cameron Watt, President and CEO of Intouch Insight, was back and in person at the 2021 Outlook Leadership Conference in Los Angeles!


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Emotionally Charged Consumers Are Ready For New Experiences

Forrester's Customer Insights

Age of the Customer CMO Trends Consumer Energy Index customer experience Customer Insights customer loyalty Customer Segmentation Data Insights pandemic

Which 2019 Consumer Trends Will Impact Your Customer Experience Strategy?


Let’s get real: once-transformative technologies that allowed businesses to respond to consumer needs with speed and agility no longer elicit the oohs and aahs they once did. While new technology continues to emerge, the digital transformation of recent years has conditioned consumers to expect ultra-responsive, technologically-powered customer service, but they want more than that. Consumers Expect Brands to Know Their Personal Preferences. Consumers are Hungry for Honesty.

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Changes in Consumer Habits: Looking Back Over the Last 12 Months for Restaurants

This large-scale North American survey explores changes in expectations over the last year. You’ll learn what consumers expect from restaurants and food service establishments, how habits are solidifying, and where to focus efforts to drive the greatest impact.

Consumers Ride A Rising Tide Of Consumer Energy Into 2021

Forrester's Customer Insights

Age of the Customer B2C Marketing Chief Marketing Officer Consumer Energy Index customer experience Customer Insights Data Insights pandemic

Magic Mirror Reflects Major Innovation for the Connected Consumer

Experience Investigators by 360Connext

Visit me on the web at More Posts Follow Me: The post Magic Mirror Reflects Major Innovation for the Connected Consumer appeared first on Customer Experience Consulting. Blog Customer Engagement Customer Experience customer service Featured Recent News connected consumer innovation linkedin As a full-time experience designer with 15 years of experience, it takes something pretty spectacular to turn my head. Eye-popping innovation for top-notch service.

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Personal Narratives Bring Retailers Closer to Consumers


Retailers are always on the lookout for a way to connect with consumers, and what better way than capturing their exact verbatims about your brand? Personal Narratives overview, and how they help CPG (and really, any) brands adjust and meet the needs of consumers.

What Is Consumer Buying Behavior?


Definition of Consumer Buying Behavior: Consumer Buying Behavior refers to the actions taken (both on and offline) by consumers before buying a product or service. Consumer Behavior

The Impact of Incentives on Consumer Behavior

Beyond Philosophy

The post The Impact of Incentives on Consumer Behavior appeared first on CX Consulting. Organizations use lots of incentives to encourage specific behaviors. The idea is that people will change behavior because of the monetary element of incentives.

Top 3 Ways to Conquer Virtual Retail Woes With Messaging

Today’s customers want to be met on the channel of their choice with experiences that are both personal and unique. Meeting these needs means delivering relevant experiences through the right technology such as messaging. Discover three ways to improve business outcomes by deploying messaging and AI. This quick read will help you discover strategies that help your brand stand out and go beyond customer expectations.

Consumer Energy Fizzles To A New Low As Consumers Approach Q4

Forrester's Customer Insights

Age of the Customer B2C Marketing Chief Marketing Officer CMO Trends Consumer Energy Index customer experience Customer Insights customer loyalty Data Insights pandemic values-based customer experience

Consumer Loyalty 2030

Peter Lavers

In his second blog written as part of the SAS UK Collaborators programme reviewing the SAS / Futurum “Experience 2030” report , Peter Lavers digs deeper into the question regarding what will drive customer loyalty in the future (up to 2030).

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4 examples of direct-to-consumer initiatives—and what you can learn from them


The PC giant long ago decided to sell through partners and retail channels too, but today some established brands are opting to experiment with their own direct-to-consumer (DTC) models. According to Nielsen, 90 percent of consumers would rather buy directly from a brand if they could. The Dollar Shave Club is an excellent example of such consumer behavior. Selling directly to consumers could reduce costs and enable brands to invest in direct marketing that builds loyalty.

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The Importance of Consumer Behavior in Marketing


It's about meeting consumers' needs, understanding what makes them tick, and speaking to them in the ways that make them want to engage. In order to do this, marketers turn to a variety of reports, surveys, and tools to understand one thing - consumer behavior. Consumer Behavior

6-Step Guide to Operationalize a Consumer Connects Program

Why do consumer-centric organizations succeed? How can my company build a consumer connects program? Establishing a Connects Program is a great way to support your consumer insight initiatives. Learn how to do it with the right tools in's eBook.

The Top 5 Grocery Consumer Expectations of 2021

Second to None

Consumer behaviors have shifted dramatically due to the pandemic, and trends are pointing straight at a refined customer experience in 2021. Here are the top 5 consumer expectations as it relates to the grocery industry in 2021. Consumer convenience .

2021 66

Deconstructing the Modern Consumer


” These quotes – either from general business/finance sources such as Forbes, Kellogg, and Deloitte, or from more niche blogs such as Visual Capitalist, Equities, SmarterCX, and Steven Van Belleghem’s – all paint a very similar and clear picture of The Modern Consumer.

Making the most of consumer touch points


Throughout the vacation process, there are consumer touch points that can improve customer engagement and make a huge different in customer satisfaction. The post Making the most of consumer touch points appeared first on CustomerCount.

3 Ways Work at Home Is Shifting Consumer Behavior

Smarter CX

With so many more people at home working, studying, and finding entertainment across devices, the way consumers are behaving and interacting with brands is changing. Here are 3 key areas where consumer behavior is shifting, and how you can modify your strategy to accommodate. Consumer spending centers on essentials. These spending shifts aren’t surprising, and they reflect cautious consumer sentiment about economic recovery after COVID-19.

5 Things Businesses Need to Know to Thrive in a Post-COVID World

People are itching to get back into the world. 54% of consumers say they plan to dine out at a restaurant at least once a week this year. As COVID-19 restrictions ease, the competition for their business is stronger than ever. Download this eBook today to learn how your restaurant can be prepared!

Survey: COVID-19 has changed consumer expectations of service delivery


Consumers are uncomfortable with allowing technicians into their homes. Consumers are more willing to do things themselves via remote visual assistance. consumers reporting that they have required technical assistance during the COVID-19 pandemic.

Brands Capturing Consumer Hearts & Attention


Understanding consumer habits is key to brands seeking to capture consumer hearts and attention. Ways that brands that have winningly captured consumers’ attention with the help of social media analytics. Consumer Hearts Aren’t Complicated.

Changes in Consumer Insights Shopping Habits

CSM Magazine

After the COVID-19 pandemic, consumer habits have transformed significantly. Social distancing and stay-at-home regulations have forced whole consumer segments to shop differently. A few months into COVID-19, consumer shopping online has increased across different sectors.

2021 52

How a Better Brand Experience Turns Consumers into Loyal Customers

Second to None

Your brand experience is a multi-layered avenue that draws a connection between you and consumers — positively or negatively. You can, and should, use the brand experience as a frontline tool to turning consumers into customers — and loyal ones. How Do Consumers “Experience” a Brand?

2021 93

Changes in Consumer Habits: Looking Back Over the Last 12 Months of Retail

This large-scale North American survey explores changes in expectations over the last year. You’ll learn what consumers expect, how habits are solidifying, and where to focus to drive the greatest impact.

Forrester’s Digital Go-To-Market Review: Consumer Electronics Edition

Forrester's Customer Insights

Our latest update to our Digital Go-To-Market Review series for brands looks at the consumer electronics sector. Electronics store sales peaked in 2007, and since then, an ever-growing proportion of consumer electronics sales has moved online.*

2007 48

Simmons Leverages TikTok to Target Young Consumers


They recently experienced wild success leveraging TikTok to target young consumers during this lockdown. We will investigate how a brand can capture consumers by harnessing popular media, examined via social media listening. So, the consumer and market intelligence was clear.

3 Best Practices to Improve Experiences in a Patient-as-Consumer World


This consumer-focused and. In just a few short years, technology and business innovations have fundamentally changed how people interact with—and what they expect from—the services and organizations they depend on.

2019 260

Consumers Want Personalization

Ann Michaels and Associates

Segment surveyed 1,000+ consumers and found the majority of them were less than impressed by the lack of personalization in their shopping experiences. consumers say they have purchased something more expensive than they planned to because of personalized service. . Personalization leads to loyalty: 44% of consumers say they will likely repeat after a personalized shopping experience. Positive customer experiences with a brand will influence 77% of consumers to return.

Are We Building Relationships That Will Last a Lifetime?

Speaker: Lauren Feehrer, President and Founder of LoyaltyCraft Consulting

Genuine connections between brands and consumers happen when empathetic team members are enabled with effective technology. To remain competitive in the next normal, we must examine how at the heart of digital transformation is consumer connection. Join Lauren Feehrer, Founder and President of LoyaltyCraft Consulting, to learn how the merging of empathy and technology can transform your Customer Experience.

Brands Helping Consumers Shop for Jobs this Labor Day


The pandemic has been hard on consumers financially. And this is why there’s a very wise push for brands to help consumers shop for jobs instead of sales today. And one company is behind this consumer and market intelligence -informed effort.

Consumer loyalty – meeting ever-evolving member expectations


Businesses have had to adapt and adapt quickly – and this is largely because they are dealing with a new breed of consumer. Deloitte defines loyalty as “the brand’s ability to be ‘top of mind’ in a customer’s head” – today’s consumers want instant gratification, demand value for money, a sense of purpose and immediate reason as to why they need to invest in a specific brand or service above others.

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What Consumers Purchased During the Covid-19 Pandemic

Smarter CX

Oracle’s New Consumer study examined aggregated, internal consumer packaged goods (CPG) purchase data, representing $762 billion in annual consumer spending, in an attempt to learn how spending and consumption changed during the Covid-19 pandemic. The report studied consumer shopping behaviors across generations and found that last year, consumers gave in to guilty pleasures, shopped online more, and tried new brands at unprecedented rates.

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Patients as ‘Consumers’ and ‘Customers’: How Can Health Care Meet Their Growing CX Demands

NICE inContact

The pandemic has rapidly accelerated the “consumerization” of health care—patients behaving more like consumers in their healthcare interactions. In a white paper on key industry insights, Deloitte says the consumer has arrived in the healthcare industry sooner than expected.

Who’s Your Customer? How Understanding Your Customer Improves Brand Experience and Loyalty

Speaker: Hope Neiman, Chief Marketing Officer of Tillster

With increased visibility into customer behavior, brands become well-equipped to leverage their technology, increase sales, and ensure returning customers. Join Hope Neiman, Chief Marketing Officer of Tillster, to learn how restaurants can create customized and seamless brand experiences that consumers desire.