Huma Siraj
Today’s organizations must be able to effectively handle changes in customer behavior. Since trends and technology are always evolving, monitoring how customers react to new standards helps businesses remain ahead of the competition by revamping operations and modifying how they interact with customers directly.
Twenty members of the Forbes Business Council talk about recent shifts in consumer behavior below. Continue reading to find out which particular actions they think will have the biggest influence on how companies communicate in the future, as well as how they plan to adjust to these changes.
1. Using Social Media as a Tool for Customer Service
If organizations wish to remain relevant to their customers, they must embrace the big shift of using social media as a customer care tool. The younger generation is accustomed to and frequently favors social media in particular over phone calls and emails. Insights into trends and the strengths and weaknesses of a brand can also be gained through social listening. From Tata Consultancy Services, Krishnan Ramanujam
2. The Need for Authenticity and Immediacy
Customers will criticize anything that seems staged and demand both sincerity and immediacy. We now have dynamic, real-time interactions instead of polished monologues. Although our brand voice is still distinct, it is now driven by the principles of listening first, changing swiftly, and arriving with a purpose. Pinnacle Financial Services (PFS) employee Angela Palo
3. Anticipating a seamless purchasing experience
Consumers of today anticipate a seamless purchasing process. Information ought to be easily and promptly accessible AI is revolutionizing this. The call to action must be the main emphasis of a seamless user experience. It should just take one click to complete the checkout procedure. Customer service that is quick and responsive is becoming essential to the success of businesses. Martone, Mattia, Freename AG.
4. Preference for Value-Driven, Tailored Experiences
Pressure as a result of this change to provide customized fulfillment and align with brand values. In order to foster loyalty and expansion, third-party logistics partners need to go beyond basic logistics and provide bundling, personalized packaging, real-time tracking, and direct customer interaction. – GCG Companies, Manish Kapoor.
5. A Greater Dependency on AI-Powered Platforms
For instantaneous, tailored interactions, consumers are increasingly turning to AI-driven platforms instead of conventional search engines. In order to improve our responsiveness and guarantee effective, transparent communication, we at Grape Law proactively adapt by investing in technology to automate repetitive work. Meeting the expectations of current clients requires doing this. – Grape Law Firm, PLLC, Muhammad Uzum
6. Growing Demand for Selected Solutions
The emergence of generative engine optimization (GEO) and AI-driven search has caused a recent change in customer behavior. Customers now demand AI-curated, more individualized solutions. As search habits change, Kobzza is adjusting by concentrating on GEO to fit these trends and assist companies in maintaining a relationship with their audience. Kobzza Marketing Agency Inc.’s Bohdan Savchuk.
7. Brand Exploration Using Curated and Niche Feeds
Customers are using AI-curated feeds and content from niche creators to locate brands as search less discovery and search everywhere become more popular. As a result, brand communication will change. By forming micro-collaborations with reliable speakers and integrating our message into relevant moments not simply search we are adapting. Storytelling must now begin where curiosity naturally scrolls the algorithm is the new storefront. From WebPower USA LLC, Ines Nasri
8. A yearning for genuine, open brand narratives
The conversation around brands is being revolutionized by the growing interest in transparency and authenticity. Sophisticated consumers of today look for real stories rather than flawless façades. As a result, we infuse each encounter with honesty and vulnerability, creating connections that go beyond business. This development is the timeless art of fostering trust in a restless environment; it is not a passing fad. Albanian Minerals, Sahit Muja
9. Two-way engagement and authenticity as the norm
Authenticity and two-way interaction are now expected by consumers, not just messaging. They desire brands that share their values and are open, responsive, and transparent. By emphasizing transparent, trust-based communication, we are adjusting. This transforms intricate legal knowledge into understandable, straightforward ideas that create enduring bonds. Drapii Vladyslav, Legarithm OU
10. Alignment Preference
Consumers now purchase alignment rather than brands. Transparency, voice, and values are more important than polish. Real voices, founder-led narratives, and obvious honesty have replaced scripted marketing. Selling is not just about what you sell; it’s also about who you are selling it to. From APS Global Partners Inc., Michael Shribman.
11. A Greater Need for Human Connection
Customers want a personal relationship. They want to feel like they belong to a community and get to know the person who runs the company. Customers want to see real women in real sizes represented, and well-curated images and advertisements don’t foster genuine connections. Our appeal to actual women has never changed, therefore this isn’t a shift for us. Through live streaming and behind-the-scenes access, we have created a community that allows our viewers to feel invested in our success. Launch Your Box, Sarah William
12. A Greater Emphasis on Community
Customers that value community will be the ones who are isolated by AI. It will be crucial to figure out how to build a community as an extension of your brand. People who love the people around them desire to remain involved in that activity. The speed and accessibility of AI are also desired by people, but community support and connection will be extremely beneficial. Pinnacle Global Network’s Allison Maslan
13. Persistent Interest in Storytelling Driven by the Community
The trend in consumer preferences toward unfiltered, locally produced narratives is the most resilient. In terms of engagement and conversion, lo-fi user-generated content is currently more effective than studio advertisements. In order to give fans a voice as we curate and amplify, we have made adjustments by allocating a larger portion of our funding to creative partnerships, live AMAs, and repurposed reviews. Bitget Wallet via Alvin Kan
14. The Growth of Small Gifts
Micro-gifting brief, impromptu digital acts disseminated via social media is transforming the relationship between brands and customers. Younger generations redefine conventional gift-giving seasons by incorporating these occasions into their everyday relationships. In order to encourage regular, genuine interaction, brands may embrace this by including seamless gifting features straight into social media and messaging applications. The Blackhawk Network’s Talbott Roche
15. Giving Value Priority Over Loyalty
Consumers now choose companies that satisfy their demands over those they have previously used, placing value over loyalty. In order to adjust, my company provides quick service around-the-clock, answers all inquiries right away, and makes an extra effort to serve every customer. Since loyalty must now be earned, we prioritize being truthful, adaptable, and consistently producing tangible outcomes. – Champions Speakers Agency’s Jack Hayes
16. Support Preference as a Product Feature
Although customers now demand assistance to be included in the product itself, businesses still frequently perceive it as a post-sale service. I witnessed this firsthand when we were forced to reconsider our strategy due to client feedback. Each touchpoint evolved into its own product, and like any feature, we now create various iterations, track, and enhance them. Khurram Akhtar, Force of Programmers
17. Brand Authenticity and Purpose Expectations
Nowadays, consumers look to brands they interact with for authenticity and purpose. People want to know what you stand for, so polished marketing isn’t enough. We’re adjusting by focusing on transparency in our communication and impact delivery, sharing authentic stories, and leading with our vision. Journey, Stephen Sokoler
18. Want to Know More About the Individuals Who Create a Brand
Consumers are more concerned than ever with a brand’s identity. People are curious about the decision-makers, their principles, and if a team is acting or truly aligned. It’s a good thing that customers are arguably more concerned with our treatment of employees than they have ever been. Trust is more than simply a fantastic product; it’s also the consistency of our leadership style and our words. Loan Mantra, Raj Tulshan
19. AI Platforms Used as Search Engines
Customers are being pushed to search in new ways by artificial intelligence. Businesses must incorporate AI/LLM optimizations, AIO, or generative engine optimization into their SEO and digital marketing strategies because many people use language learning models (LLMs) as search engines, at least for research and information collecting. For instance, I developed a search checklist and AI readiness self-assessment that companies may utilize. Clarity Digital, LLC, Al Sefati
20.Want Quick, Straightforward Responses
How consumers look for and use information has changed the most in consumer behavior. Users anticipate quick, straightforward responses when using AI technologies and natural language search. Companies’ perspectives on their online presence are changing as a result of this, shifting from static material to organized, search-ready ecosystems. Andrey Insarov, Domains,it.com
