Customers are not happy. And unless you are an ultra-high end brand, they’re checking out of their attachment with you…and telling each about it via social media channels.
Those are some of the results of the PeopleMetrics second annual Customer Engagement Report. It shows that when it comes to value and emotional connection, one man’s search result is another man’s luxury suite. According to the survey, consumers connect emotionally to brands that provide value, and that emotional connection has dropped 15% over 2007.