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Friday, 17th June 2011, 15:55:09
Small businesses must ensure they interact with customers to keep brand loyalty, expert says
Small and medium-sized businesses must ensure that they are keeping up-to-date with how they interact with customers online as it will have a big impact on brand loyalty.
That is according to Phil Kingsland, site director of knowthenet.org.uk, who said that businesses should know that bad feedback can have big implications.
He added that social media tools are being used by companies to make sure that their consumers stay informed as to what is going on with products and other items.
His views come after Demandware found that there is a gap between the touch points that retailers are currently offering and how consumers are expected to interact with brands now and in the future.
Mr Kingsland added that every customer counts when it comes to brand reputation.
"Any business active in the online space is likely to be aware that all interactions whether online or in person will have an impact on brand loyalty," he said.
"Small business owners and employees are also consumers and will understand the implications of a good or bad shopping experience."
Posted by Phil Williams
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Categories: | Online Marketing / Search |
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