2020: what are your customers expecting?

Author: Infomentum

Author: Rachel Edwards

77% of users claim they leave a site immediately if they experience any difficulty. It’s a shocking stat. One that perfectly illustrates the need for business to continually improve and innovate to keep up with progressive consumer demands.

But I hear what you’re thinking. We've heard this before, but how do we know where consumers will go next? The truth is, nobody knows what 2020 holds. To gain insight into what the market is expecting, Infomentum carried out a survey with over 1000 office workers to look into their opinions, behaviours and expectations for 2020 as both a customer and an employee.

We’re all Generation C

In case you hadn't noticed, age demographics are over. In the age of Generation C, the connected generation, it’s all about linking people through their shared behaviour, interests and expectations. Back in 2014, when we carried out research into Gen C, 54% of respondents identified themselves as part of the connected generation. With the internet embedded in every area of our lives and digital technology booming fast, the Gen C demographic will only continue to grow.

So much, in fact, that the research predicts that by 2020, Generation C will be the dominant psychographic amongst both customers and the workforce. What are Gen C expecting from you?

Buying into 2020

In 2020, it’s not going to be enough that your website is mobile ready; mobile will mean more than just a smartphone. With hyper-connected consumers who are always on the move, they’ll expect an overhaul of the whole buying process.

The 2020 sales Your customers expect an overhaul of the buying process

With the rapid pace of technology advancements it’s not unfeasible that this type of sale could become a reality.

What does it mean for businesses?

We’ll come back to your website because, let’s face it, if your website isn't ready now then it’s time to start working quickly or risk being left behind in the digital boom. It’s not about jumping straight into the 2020 sale by buying into all of the latest technology with no roadmap. Businesses need a solid strategy, a vision and a set of goals to achieve this. Armed with this, you can assess the state of play in your business currently, identifying gaps between where you are now and where you want to be. Then, and only then, is it time to look at technology.

Read more on how you can prepare your business for 2020 in the full report: ‘Beyond Digital: what’s next for businesses in 2020?’.

Back to the future – this is 2020

Author: Infomentum

Author: Rachel Edwards

Digital transformation; it’s been the business buzzword of choice for the last 2 years or so. It’s proven to be one buzzword which has some meat behind it. Digital transformation is still a hot topic and has manifested in tangible success for many businesses and even charities like The Prince’s Trust.

Like all trends, digital transformation means different things to different people. And like all trends, it must eventually fade until ‘digital’ just becomes the norm of how we do business. But what comes next?

Beyond digital?

Technology is evolving at such a rapid race. It’s continually pushing the boundaries of what we ever thought possible in our wildest back to the future fantasies.

Noone can say for certain what the future holds. To try and understand what could be coming, it’s important to understand the state of play today. Infomentum surveyed 1000 office workers to find out their current opinions, attitudes and experiences as both employees and customers. By finding out what motivates people now, we can begin to consider how 2020 may look; and more importantly, how business can prepare.

Thriving or skiving?

Employees feel they’re thriving. They’re embracing new technologies, and using it to their advantage. 39% of office workers are actively using social media to communicate and collaborate. But even in 2016, many bosses still view social media as skiving. The same goes for expectations of working from home; employees want it, but many bosses are still not open to the idea.

Employers need to ensure that their staff can access the same information as the office anywhere in the world, to remove the ‘skiving’ label from remote working. Businesses that are agile enough to allow their staff to move without constraint, both physically and technologically, will see the greatest benefits.

Rise of the fickle consumer

Worried your website is sub-par today? You should be. 77% of users claimed they would leave a site immediately if they experienced any difficulty. And guess what? They’ve probably gone straight to your competitor.

As we move towards 2020, consumer expectations will pressure brands into behaving in a way that best suits them. The businesses that aren’t prepared for a fast pace of change will get left behind.

This is just a snapshot. Read the full story on the state of play today, and find out how your business can prep for 2020 in the full report: ‘Beyond Digital: what’s next for businesses in 2020?’.

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