Digital customer; Discover 7 key elements of this type of client
Nowadays, you are a digital customer, I’m a digital customer, and everyone is a digital customer. The digital customer is also known as customer 2.0, this type of client uses the Internet to carry out his purchases. By this, we also mean those actions such as using the Internet to gather information about products before buying them, even if these are then bought in physical stores. Nowadays most people buy things on the Internet, so we can say that customers are becoming more “digital” and less “real”.
Indeed, Internet is everywhere so we all have become 2.0 consumers, and we haven’t even noticed that.
If you observe this phenomenon not only from the customer’s point of view, but also from the point of view of the company, you will soon notice that the customer 2.0 has certain features that make him different from the traditional customer and these features are quite important.
Do you own a company or do you work in a company? If you do, perhaps you might be interested in getting to know what the digital customer is like, what his preferences are, and those reasons that make him choose your company or a different one. In this article, we will discover all about the customer 2.0 through some of his most important features.
The digital client is very well informed
This is due to the easy access to the Internet. We already know that the amount of information on the Internet is mind-blowing. Blogs, social networks, apps for product comparison … The sources of knowledge are limitless, which makes the digital customer an expert when buying a product or a service.
In addition to this, this information is not only limited to the qualities of the product, but also factors such as price or the quality of the customer service, and this will require an extra effort from the company.
The digital customer is smarter
As a result of the great amount of information and product comparison through various sources, the customer 2.0 reaches a greater degree of knowledge. Therefore, the digital customer is more immune to traditional advertising and is able to assess the authentic quality of the products.
Customer 2.0 doesn’t like waiting
Especially when he uses the Internet directly for his purchases, the digital customer knows that there are thousands of options out there, so if he doesn’t find whatever he’s looking for in a short period of time, then he’ll go somewhere else. Therefore, when it comes to online stores, it will be very important to take care of usability factors that make the purchase process a quick and simple experience.
The digital customer shares his experiences
This is quite important actually. If you’ve ever heard about the phenomenon of “digital transformation” you will know that it places the customer at the centre of everything, and one of the main reasons is the power that the user has gained over the last few years.
Indeed, the Internet is a loudspeaker for the customer. Massive tools such as social networks have achieved both a good and a bad shopping experience and this customer service might go viral and reach thousands of people. Again, companies must offer the best products and an exquisite customer service in order to shine on the Internet.
The customer 2.0 is quite demanding
It is a logical consequence of both the information out there as well as the wide range offered. The digital customer knows his value and this means greater demand both in quality and price of the products and services, and when dealing with companies. That is why expressions such as “customer experience” have gained so much relevance in recent years.
The digital customer is constantly changing
He is always experimenting and it is not easy to build loyalty. This type of client likes to try different products, even before buying something. This is quite common if we take into account the number of options out there in just one click. Therefore, the effort to keep your clients close will be bigger. The good news is that the benefit will also be greater, because as soon as they are satisfied with the product and the attention received, they will let you know, which will attract new customers.
-The digital customer wants personalized customer service.
It is another consequence that comes from the diversity of options. Due to the variety of things out there, the customer 2.0 wants the product to fulfil his needs, so he will look for those options that will satisfy him or he will directly demand these from the company. This will mean that companies will be able to close a sale in a more personalized way.
So this is it, we have seen some features of the digital customer. The main thing about these features is that these demand an extra effort from the company in order to keep the business shiny. Is it a bad thing? Not really.
A higher demand is an opportunity to make a difference regarding your competitors. For example, one way to achieve this, and it’s also quite relevant in terms of digital customer, is through great customer service.
Lucky for you, nowadays, and with the new demands, there are technological tools that can help improve the customer service of your company.
One of them is Integria IMS. Integria IMS is software that has, among other features, an incident management system (help desk software) based on tickets, which can help and improve your customer service.
Do you want to find out what the Integria IMS help desk software can do for you? Click here: https://integriaims.com/en/product/help-desk-software/
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