Consumer behavior has changed
Consumer behavior has changed: Today’s shopping is dynamic, accessible and continuous; hence companies need to provide a total customer experience.
The new Global Consumer Study conducted by Accenture documents the characteristics of the 24/7 consumer:
They are highly informed
They are connected all the time
They want efficient service
They are proactive
70% of Mexican consumers shows no opportunity for reconsideration after changing providers and, of those who would reconsider, 51% take more than a year to re-establish a relationship with the previous brand. Better prices on the part of the previous provider would help to recover 62% of customers.
85% of Mexicans would not change providers if it addressed their needs swiftly.
Word of mouth is still important: 51% of consumers rely on the experiences of others to make decisions.
76% of customers interact directly with companies through social media.