More about Consumer Demand

Ironically, soon after my last post, I came across an article in eMarketer entitled "Consumers Demand Brand Interaction". This research really supports, statistically, what I wrote about as well. After interacting through these channels, consumers felt that they:

• 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.