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The many faces of the connected customer

The many faces of the connected customer
Tuesday August 1 2017

Businesses may be overlooking connected customers’ situational demands, as shoppers’ purchasing behaviours shift depending on the item they are buying, according to a new report.

The report, by agile software development firm Black Pepper Software, warns that over half (54%) of UK consumers’ buying patterns change dependent on the item they are purchasing.
The report, titled ‘Fit for the Future; Is your business agile enough to keep up the connected consumer?’ mapped how the same shopper behaves in different ways when making purchases across seven key sectors. The seven key sectors are: automotive, consumer electronics, DIY, fashion, finance grocery and leisure purchases, such as short breaks and holidays.

The report revealed three key trends:
Complexity impacts channel choice: When it comes to the complexity of a purchase, the more complex the item, the greater number of channels consumers will use, as they research and validate their decision across multiple touchpoints. Consumers preferred to buy every day, ‘straight forward’ items in one channel; over half (51%) always buy groceries in-store, while fashion purchases are split between the store (29%) and online (24%). Yet, when it came to ‘big ticket’ items, such as buying a car, a quarter (23%) research options in both physical and online channels.

Customer service doesn’t need to be ‘hands-on’: The level of involvement a customer craves from businesses to assist their path to purchase also varies depending on the buying situation. Assisted by connect devices, shoppers are more independent, allowing them to research and justify their own purchases. A third (33%) of fashion shoppers, for instance, don’t want help from store associates, while a further 30% of grocery shoppers prefer to look up information online or at a digital kiosk as opposed to asking in-store staff. Similarly, 19% of car buyers say they are put off by overly pushy sales people.

Personal doesn’t mean ‘personalised’: While a third (34%) of UK shoppers expect a more personal level of service when buying an expensive item, consumers wanted recognition and relevance in these ‘personalised’ encounters. Cross channel recognition – taking in to account behaviours and total value across online and physical platforms – was key for 44%, while 68% said they wanted offers and incentives based on previous browsing and buying behaviours.

Josie Byrne, Account Director at Black Pepper Software, commented: “When developing the customer experience, it’s imperative that businesses take a long-term view, as opposed to just focusing on what consumers need today. A short-term view may fix immediate problems, but it can inhibit long-term innovation, where true competitive advantage lies.”