Whether your business is providing a product, service or experience, it will be essential to incorporate these trends in your 2025 business planning.
The small business services department of the US Chamber of Commerce provided the linked video outlining the top shifts that experts are seeing in consumer buying behaviors.
- Customer Service is king, and is taking an enlarged role as we head into the new year.
- Consumers expect an omnichannel buying experience when they interact with your brand.
a. Having one way to interact with shoppers is a thing of the past. They expect in person, on-line, mobile and responsive set of options when they choose to do business with you.
b. Mastercard data confirms that 70% of all holiday purchases were conducted on mobile devices. (63% growth from prior years)
c. They expect this experience to be consistent across all methods of interaction.
d. Technology is expected and having all technology services integrated together is highly valued. - 2024’s Black Friday consumer data revealed that the big, deep discounts were less effective than years past. Consumers are more interested in a “value add” offering than a huge discount.Consumers are placing increased value on things like: Do they feel valued, appreciated by the retailer? Was the shopping experience flawless and fast? Do I trust this retailer to keep my information private and secure?
- The newest consumer trend reported is a renewed definition of “wellness”. Experts have identified a consumer’s interest in self-care. This is defined as ways a product or service might deliver those unexpected attributes that allow the consumer to take better care of themselves. An example offered was hotels that are offering luxurious bed/mattress options or complimentary spa services.
