The rise of the social consumer – infographic

8 Nov

Great infographic from getsatisfaction.com, on the rise of the social consumer.

In other words the new social media user, who screens out ads, who uses informal recommendations, who expects more interaction from companies (engagement, entertainment, and to have their voice genuinely heard) and who may well be setting the bar for how all businesses will need to deal with all customers in the future.

Contrast is made throughout between the old guard CRM and the new guard of social CRM; underpinning this evolution is a fundamental shift in the balance of power, from “big company” to once-powerless-now-less-so consumers.

http://cdn.deliverbliss.com/wp-content/uploads/2010/12/social-crm-evolution.png

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