Provide human-interaction, accessibility and personalised services to survive post-COVID-19

New Ideas in MarketingEssential news for marketers, summarised by YouGov
November 11, 2020, 3:28 AM GMT+0

“Prosumers” (or early adopters) and consumers want a quick and easy checkout process on app and websites, as per Havas CX’s recent report.

As consumers resume shopping on digital platforms, 59% of mainstream consumers and 78% of prosumers want an easy human connection, as per the report. Of those polled, 62% of prosumers and 39% of consumers want real-time chat with automated customer service.

Factors like easy answers to questions and customer reviews can influence buying decisions for both cohorts. Also, 81% of prosumers and 59% of consumers expect retailers to provide safer and faster in-store visits, via personal appointments and digital queues. 

Prosumers (91%) and consumers (84%) are more likely to purchase from brands offering free returns. Other incentives preferred are free shipping and fast delivery. Build fast and easy to access websites or apps to appeal to prosumers and consumers.

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