Are you listening to your social consumers?


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Image courtesy of Nielsen

Nielsen reports another piece of research that points towards the shift in consumer expectations of brands behaviour online and offline. People have always sought the advice of friends and family when making purchase decisions, and the rise of easily accessible forums and networks online has exacerbated this behaviour. Consumers now have a wealth of information, sources and reviews to access before purchase, during a service or post purchase. Consumers navigate this ocean of information based on Trust.

Who’s opinion means the most to them?

When they reach out in search of information, help and guidance, is your brand there to answer them?

Are you managing your brands reputation online – what are people saying about your product or service?

Are you responding to recent consumers, potential consumers and loyal consumers?

Are you a brand that people can trust?

All of these are questions that you should be asking yourself if you want to be a brand prepared for the next era of consumer conversation.

Have a read of the original Nielsen blog post on the study here

Republished with author's permission from original post.

Colin Shaw
Colin is an original pioneer of Customer Experience. LinkedIn has recognized Colin as one of the ‘World's Top 150 Business Influencers’ Colin is an official LinkedIn "Top Voice", with over 280,000 followers & 80,000 subscribed to his newsletter 'Why Customers Buy'. Colin's consulting company Beyond Philosophy, was recognized by the Financial Times as ‘one of the leading consultancies’. Colin is the co-host of the highly successful Intuitive Customer podcast, which is rated in the top 2% of podcasts.


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