Every consumer wants to feel as though the brands they support view them as a unique entity, rather than another customer identification number.
For years, brands were able to get by delivering mass communications and services to their buyers, but those days are gone.
Today’s consumers want assurance that brands hear their unique voices, consider their original feedback, and deliver products and services that are tailored to their personal lifestyle needs.
Thanks to social media, it’s easier than ever for brands to facilitate two-way conversations with consumers in real-time.
Building relationships with communities on Instagram and Snapchat allows organizations the chance to spark one-on-one conversations.
In fact, according to a 2016 Twilio survey, 66 percent of consumers polled actually prefer to communicate with brands via direct messaging.