What Do Modern-Day Customers Expect?


The only constant in life is change. And that’s especially true in the business world. Nothing stays still for too long. That’s why all the leading companies make sure that they’ll be as relevant in the future as they are today. There are plenty of different things that you, as a business owner, should respond to, including customer expectations. Today’s consumers have different expectations than consumers of ten years ago, perhaps even just a couple of years ago.

In this blog, we’ll run through some of the key things that modern customers look for. Make sure your business delivers on all these fronts, and you’ll be on your way to having happy customers! 


Being an expert in the product or service you sell isn’t essential. But only if you’re Amazon. That company sells everything; they don’t need to be an expert in anything other than ‘how to sell everything.’ But other companies do need to have some expertise. If you’re asking people to buy, say, coffee from you, then you’ll need to let them know that you have a good grasp of what you’re talking about. You can demonstrate your knowledge by hosting events, writing blogs, having good and well-informed copy on your website, and so on. 

A Robust Digital Presence

The vast majority of consumers will search Google for the company’s name before deciding to become a customer. So it’s essential that you have a robust digital presence. What do we mean by ‘robust’? It’s all about ensuring that you’re everywhere that you should be and that your presence is in line with modern standards. For example, it’s not enough to just have a website; it has to be a good, well-designed website. There are affordable website design packages that will ensure your website looks the part. Beyond your website, you should make sure that your social media channels are in line with your branding. You should also claim your ‘Google My Business’ page; it’s a surefire way to show potential customers that you’re the real deal. 

Payment Options

There are a million ways to pay for items these days. And most consumers have their favourites. For most customers, the classic debit/credit card payment will be fine. But you can also look at other options, too. Could you offer PayPal payment, for example? This is good for consumers, but it’s also good for you — there’s nothing worse than losing a potential sale all because the potential buyer didn’t want — or couldn’t — use the payment option that you offered them. 

Fast Delivery

We live in an age when people expect things as soon as possible. Amazon has really made sure that this is the case. Of course, you won’t be able to get this to your customers as quickly as Amazon does; they have a whole system in place, while you don’t. But that doesn’t give you a pass to offer slow delivery. There are always ways to speed up your picking and postage processes. This will help you to get more sales, plus it’ll also improve your customer satisfaction levels — everyone likes it when their products turn up promptly. 

Multiple Contact Options

The old days had many good things about them, including the ability to just go into a shop when you had a problem. With everything taking place online these days, that’s not an option — and consumers don’t like it. When they need to speak to someone, they need to know that they can. So why not make sure that this is the case? There are many contact options on the internet. You could set up a live chat feature on your website, have an active social media page, or even hire a third-party company to handle calls for you. In truth, you probably won’t receive as many messages as you might think, but that’s not the point. The point is that your customers can reach you when it’s needed. 

A Purpose

Finally, companies are beginning to ask for more from the companies they give their money to. This is true across the board, but it’s especially true with the younger generation. They want to support brands that reflect their values. They want to feel like they’re making a difference with the money they spend. There’s no shortage of causes that you can take up. At the bare minimum, you’ll want to ensure that your company is environmentally-friendly. That’s what modern customers look for — plus, it’s the future anyway, so it’s either get on board with it or face becoming obsolete.

PM Today Contributor
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