Consumers agree that technology has significantly changed their brand expectations

Via Forbes “according to a recent state of the industry report released by Salesforce, 58% of consumers agree that technology has significantly changed their expectations of how companies should interact with them. If companies want customer satisfaction, the customer, and a keen understanding of their needs and wants, has to drive their strategy”.

Consider this..

 

The connected consumer is no longer a passive one. Not only do they drive their own buying journeys, they have extensive power to influence their peers.

While advertising will always have a place in attracting attention, trust in advertising continues to decline as trust in influencers and peer recommendations (offline and online) continues to be a growing factor in decision making . According to a study by Nielsen, six in ten YouTube subscribers would follow advice on what to buy from their favorite creator over their favorite TV or movie personality.

Implications for marketers?

1ne: Yes social media marketing is dead and facebook is turning the screws, but that doesn’t mean that you can afford to stop listening to your customers online.

2wo: Empower your customer service people to solve problems on the spot.

3hree: Ignoring complaints/questions on social media comes at the terrible price of losing valuable customers.

In summary..today’s connected consumers can hurt you if you don’t listen and respond.  It it really cost effective to cut staff who can help customers solve issues with your brand?

 

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