Every consumer now has a voice, and doesn’t need to be a multimillionaire to share it with the rest of us. Consumer’s expectations:
- Hands on abilities and control of what they get (services, items, etc.)
- A person behind the brand or company
- A recommendation from people
- Option to speak with someone directly and, most importantly, quickly
- Easy search capabilities
- A good value
This is what social media is all about, creating brand advocates, and companies are scrambling to make it possible. Take a look at an article that AdAge did on EBay and how its reformatting to fit its consumers needs.