BBB Business Tip:

5 consumer trends businesses should follow in 2021

(Phoenix, AZ – January 7, 2021) – As a new year approaches, we tend to look back at our previous year — and this one has been a doozy. If 2020 has taught us anything, it is that the businesses that are able to quickly adapt to the changing times are able to thrive. It’s about taking lemons and making lemonade — despite the difficult circumstances, you need to see what you have to offer, what your customers need, and find where the two intersect. Better Business Bureau Serving the Pacific Southwest (BBB) shares these 5 tips of consumer trends for businesses to take into consideration as they plan for a new year. For the full article, please visit

1. Focus on Health and Safety

This year, the world was halted by the COVID-19 pandemic, and health and safety became paramount. As consumers were allowed to return to their favorite businesses, it became increasingly important that the companies they were visiting were clear on their health and safety precautions. In order to quell any concerns your customers may have about safety, plainly publish the measures you are taking to ensure their safety.

2. Socially-Conscious

Activism has made an impact this year, and companies who don’t take a stance are left in the dust. Show your customers your values, whether it is on widespread social issues or by making a difference in your local community. Becoming Accredited with the BBB explicitly illustrate that you are a trustworthy company built on integrity, honesty and transparency. Learn more about how to get Accredited here.

3. Personalized Communications

The modern consumer expects a much more personalized experience when working with a company, whether they are online or in person. How can you make every customer feel special? Personalize your communications so that you can market to your customers based on where they are with your brand.

4. At-Home Experience

Since the COVID-19 pandemic, people across the world have been spending more time at home. Even as businesses are starting to open their doors again, many consumers have gotten used to shopping from home and will likely continue to do so. Consumers want the experience to be as accessible and easy as an in-person shopping experience, and are looking for a way to feel just as welcome in your virtual storefront as they would in person.

5. Provide Value

Consumers are looking for brands that add value to their lives and to the world around them. Providing value goes beyond just promoting your product or service; it’s about having insightful content and conversations that push to a sale that then expands to a loyal customer base. The more you are concerned about their needs over your bottom line, the more you won’t have to worry about the latter.

Moving Ahead

If 2020 has taught business owners anything, it’s how to pivot. This year has been full of ups and downs, and business owners have taken these changes in stride. Small businesses have adapted and built a strong digital presence, which helps them to be present where their customers are. This ability to adapt will only continue to help in 2021, as you continue to improve, keeping your customers’ needs top of mind.


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More Information

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Reprinted by permission of the Better Business Bureau, © 2021.