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..

• 80% of consumers expect a response within six hours of posting to social channels.
• 80% of consumers say a company responding immediately when they reach out for help influences their loyalty.

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.

[inlinetweet prefix=”” tweeter=”” suffix=””]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[/inlinetweet]. According to a study by Nielsen, [inlinetweet prefix=”” tweeter=”” suffix=””]six in ten YouTube subscribers would follow advice on what to buy from their favorite creator over their favorite TV or movie personality.[/inlinetweet]

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.[inlinetweet prefix=”” tweeter=”” suffix=””].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?[/inlinetweet]