- had a more positive impression of the brand
- felt a stronger connection to the company
- believed they had a better service experience
These positive impressions were felt by seven out of ten respondents, a pretty strong endorsement. If you aren't already in the social media space, think about the implications for you. How do you think these consumers, when faced with an organization that isn't engaged, feel about that brand? Probably the way the frustrated Florida banking customer felt.