mindset of a
consumer
In the past, businesses developed products, created distribution channels, and advertised to generate sales. Essentially, brands would tell their market what they need, and the consumer decides whether or not to make a purchase. Today, few companies can thrive with this strategy. Successful brands embrace consumers for developing their direction and innovation.
today's
environment
Successful brands know the best way to connect with their market is to be responsive and authentic. Consumers have expectations for the items they purchase and are just as clear on how brands should treat them. Here is an example of the typical consumer mindset.
CONSUMER
I consider myself an informed consumer, and I rarely buy on impulse. Online research is important before I make a purchase, and the higher the cost, the more research I do. I often read company websites, independent product reviews, and customer reviews, ask friends, and sometimes even visit a few stores to inspect the items in person. In the end, I am placing my trust in you and what you have to offer.
I have clear expectations about what I have purchased from you. If I contact you in the future, it is because I have a question or a problem. I hope you will have a friendly attitude and a willingness to help me. If I leave a voice mail or send you an email, the response time tells me the level of importance I have with you.
If a mistake happens on your part, do your best to make it right. Please let common sense rule over policies and procedures. If you resolve the situation beyond my expectations, I will be thrilled.
I am interested in hearing from you occasionally if you have information that enhances my experience or educates me about your products or services. Please do not share my contact information or consider it an open invitation to place other items in front of me several times a month.
Please be clear on the costs and anything related to your offering. If I am unpleasantly surprised, I will become disgruntled. I will likely take my business elsewhere and tell others about my poor experience.
Do what you do best, and don’t offer more than you can deliver. Referring me to another product or service, if you can’t help me, is impressive and motivates me to do business with you in the future.
Ultimately, I hope you delight me more than you satisfy me. If I am delighted, I will be a cheerleader for your brand and be unreachable by your competition.
