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”.
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.