When it comes to predicting consumer trends, 2025 has created some interesting dynamics. Consumer trends reflect uncertainty over the economy and inflation, as well as close monitoring of spending and high expectations when money is spent.
The pressure is on business owners, and it’s crucial to keep close tabs on consumer trends as the year progresses. From sustainability to convenience, customers want it all, and they are willing to reward companies that provide what they seek.
Dependable Delivery Drives Customer Satisfaction
According to a consumer trends report, one of the most common complaints about companies is delivery issues. Customers are frustrated by companies with long or inconsistent delivery schedules and woe to the company that fails to deliver an order when promised.
The consumer issues with delivery create an opportunity for business owners willing to lean into logistics. Shift your focus from discounts and web design to delivery options. Provide customers with guaranteed delivery time frames and options, and be sure that you’re moving at the right pace with the right systems on your end to meet those guarantees.
Customers Scrutinize Product and Service Value
Many consumers face high prices and tight cash, which drives many consumer trends. One such trend is the increasing impact of the total customer experience. With fewer dollars to spend, the average consumer wants to be sure they are getting the best product and the best service for the money they spend.
The experience customers have with your company matters just as much as the items or services they buy, and you can earn more if you’re providing a terrific experience. PWC found that there is a 16% price premium as well as brand loyalty awarded to companies that create a great experience.
Customers look to wait times, agent interactions, refunds, and resolutions as the litmus test for customer experience. 32% of customers will walk away from a company after just one bad experience. Be the company that builds brand loyalty by refining your refund and return practices, adding AI options to help customers with simple needs more quickly, and training your agents well to personalize customer service interactions in a way that makes customers feel seen and heard.
Customers Are Growing Frustrated with BNPL Options
Buy Now, Pay (BNPL) options are increasing in number, currently accounting for 5% of the global market share and being most used in the United States. However, consumer insights are also forecasting a growing distrust of BNPL services. While customers may opt to use BNPL services to spread out payments for bigger ticket purchases, they are also complaining more about hidden fees, unclear repayment terms, and delayed resolutions.
This consumer trend reflects the care households are taking with their funds as the economy tightens and budgets respond accordingly. Families are careful with funds, often choosing to spread payments out over time, but they are also demanding transparency with these services and adequate customer support.
As a business owner, research BNPL options for your customers. But be sure to find companies that meet customers’ needs. Partnering with a BNPL service that frustrates customers instead of helping them can easily tarnish your business simply by proximity.
Be Ready for Seasonal Compalin Spikes
Consumer insights and online reviews tell us that customer feedback and customer spending go hand in hand, and this really shows up in customer complaints.
As you prepare for bigger spending seasons like summer or the holiday season, prepare for an increase in customer frustration as well. Prepare your customer service and sales agents to be patient and understanding and to look for opportunities to personalize the sales experience. McKinsey found that up to half of customers will easily switch products or brands when they don’t get what they want.
Pour just a bit more into the customer experience with increased delivery logistics, training around refunds and returns, and increased hours or bandwidth around Valentine’s Day, back-to-school time, and when the summer travel season starts. Customers are ready to offer feedback in reviews and on social media – be sure they’re providing the right kind.
Adaptability Is Always Rewarded
2025 consumer trends tell us that customers are seeking high-quality customer experience, dependable shipping and delivery options, seamless return and refund policies, and increased transparency across the full shopping and buying experience.
It is still relatively early in 2025, and much is shifting in the economic and political landscape. Companies that remain nimble and adaptable while providing genuine, excellent customer experiences will always remain competitive.
