Consumers are demanding more of organisations. Rather than simply being told which products and services are available to them, consumers now have a voice in shaping the service they receive and social media has changed the game for business. You only need to post an irate remark about a customer-facing brand on Twitter to see this in action…
Consumers make decisions based on more than the physical products and services. Emotions, values and morals all feed into this process, and businesses have realised they can start to tap into these traits via communication on social media channels – they can turn buyers into advocates.
We as consumers are in a position to demand more of businesses. Away from deals and discounts, if we use social media channels to call out the socially responsible actions of business, imagine the change that would cause? Given the relationships we’re now forming with brands online, if corporate Australia fails to prove its genuine commitment to society, patrons will continue head for the exit and tell everyone they know on the way out.
Read the full article at AsiaDigitalMap.com