Technology has been a boon to consumers – nearly any product or service you could dream of is a few clicks away. In a crowded marketplace, meeting customer expectations can be difficult. Brands need to find a way to stand out, and deliver outstanding experiences to every single customer, every single time.
A brand can have the most amazing product in the world, but an error on behalf of the shipper, and customer satisfaction is off the table.
Especially with subscription services, brands must integrate shipping into the overall CX, and they must plan for high-volume seasons well in advance. It might be through no fault of the seller that someone doesn’t receive a gift on time, but it’s the brand who ultimately has to answer to the customer.
Consumers are driving the next great social change via their wallets, and no amount of advertising, PR, or marketing budget can overcome the power of consumers committed to purpose.
It seems as though each day we wake up to new news of geo-political or social uprisings. Tariffs, trade wars, regulatory changes, tax incentives, government subsidies…the list goes on and on. But, as always, where there are tremendous challenges, there are also tremendous opportunities.
Customers today are willing to pay more for products that are from a sustainable brand, and about 2/3 of customers expect brands to “weigh in on social and political issues.”
The willingness of consumers to pay more for items and services that also meet their personal beliefs opens a tremendous door for companies who also want to make bettering society part of their bottom lines.
Brands need to recognize that they aren’t just selling a product anymore; they are selling themselves. They must deliver on their promises, from the quality of the product, to the shipping date, to the customer service after the sale, and they must deliver these things with socially acceptable stances.
The desire to reduce waste across supply chains and enter a circular economy is driving organizations to embed corporate sustainability in their mainstream business.
When operating in a global marketplace, it’s difficult for customers in other countries to accept that products or services might not be available in their area of the world.
A customer might decide they want a certain item, but governmental regulation might not allow it where they live. This gives way to heightened lobbying efforts and highlights the need for globally agreed-upon ethics when it comes to how products are produced.
Brands need to take into consideration the long-term effect of a certain product, while also balancing the needs of the modern consumer who wants it all, and wants it now.
If too many obstacles are created in a certain market, brands must devise short-term solutions for their customers as they continue to work toward optimizing their long-term objectives. Focusing on external social forces and understanding political climates has never been more important.
Subscribe to our newsletter for the most up-to-date e-commerce insights.
