…And it works both ways: positively or negatively.
Advertising and the way people make purchasing decisions have shifted. This is not new information, yet there are still those clinging to the “way things used to be.” Now more than ever, companies must rely on word of mouth marketing and customer experiences to fuel their brand loyalty. The modern consumer of today craves brand experiences instead of creative ad campaigns. Digitally and offline, customers want to connect with a brand and once they do, they will talk about it!
In the digital world, everything boils down to the experience. Consumers are interacting and communicating. Brands are being shaped by this interaction.
The statistics speak for themselves:
According to “FEED: The Razorfish Digital Brand Experience Report 2009″, 97% of consumers report having searched for a brand online, 65% of U.S. consumers report a digital experience changing their perception about a brand, 97% report that the experience influenced a purchase and 96% say they may recommend that brand to others.
Whether online or off, customer experiences will continue to be the driving force of purchase decisions and brand loyalty. Talk to you customers… This is the first step in determing the experiences they crave.
