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Monday, April 23, 2018

Expectations of Communicating with Brands

The bar has been set high.  Communications yes, but meaningful conversations are yet another thing.  We did early experiments there, and found it tough to maintain them.

Survey Shows Consumers Have High Expectations for Communicating with Brands
From shipping times to expedited returns, how brands communicate with shoppers builds their reputation.
By Peter Roesler in Inc.

Besides having the right product at the right price, it's equally important for retailers to provide an experience that meets their shoppers' expectations. The retail industry in general has become much more competitive, and even long-standing retailers are having to close down stores or entire businesses. Even a small advantage may be what's needed to help business owners keep their customers coming back. A recent study highlights several ways retailers can meet or exceed the expectations of online shoppers.

The business platform developer Narvar recently released a report titled "Connecting with Shoppers in the Age of Choice". The report analyzed responses from 1,543 U.S. online shoppers and evaluating the ways they preferred to communicate with their favorite brands and their overall expectations for the shopping journey.

The report showed that there are a lot of ways that businesses communicate with consumers that can be just as important as interactions for customer service. A good example can be seen with shipping information. According to the survey, 54 percent of shoppers would give repeat business to a retailer that accurately predicts the date their package will arrive. .... " 

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