Commentary

65% Of Consumers Say Digital Engagement Falls Short Of Expectations

by Laurie Sullivan , Staff Writer, November 19, 2020

Digital has been the lifeline for many companies this year during the COVID-19 pandemic, but consumer frustration arising from flaws in brand strategies that surfaced early in the year has prompted many consumers to abandon brands.

Problems that cause a separation between consumers and brands range from consumers' inability to …

canada, cmo, covid-19, cross-channel, data, demographics, digital, email, europe, multichannel, omni-channel marketing, performance marketing, research, search, uk

1 comment about "65% Of Consumers Say Digital Engagement Falls Short Of Expectations".

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Jonathan May from HorseTV Global, November 19, 2020 at 6:43 p.m.
"More than 90% of consumers said they expect brands to communicate with them over email, mostly because it’s convenient, traceable, reliable and fast." FAST? Who are you kidding. Most say someone will get back to you in 24-48 hours, by that time, you forgot your inquiry, and if their answer is WRONG, incomplete or doesn't address the original quaestion, you are back in Hell to do it all over again. Who are you kidding? Fast? I don't think so. All it tells me as a consumer or customer is that they really don't care about the customer if providing pathetic communciations and response times are acceptable to them.
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