‘Social Media Has Transformed Customer Expectations At Every Step Of The Customer Journey’ – ‘The Forrester Blog’

The latest article on ‘The Forrester Blog’ is titled “Social Media Has Transformed Customer Expectations At Every Step Of The Customer Journey”.

Jonathan Browne says, “After moving to a new apartment in September, I needed to get a new TV. My first instinct was to gather information from a few sources. I browsed online retailers to get an idea of prices, and I looked at manufacturers’ marketing content to understand the latest technologies like 3D TV. After all of that, I turned to consumer reviews and discussions to get a feeling for whether I would actually find those features valuable. (For example, some customer reviews helped me confirm that I didn’t want 3D TV.)”.

Social Media Has Transformed Customer Expectations At Every Step Of The Customer Journey

The Forrester Blog