consumer communications trends for 2012

Mark Brown, Managing Director, Contact Centres & Loyalty at arvato UK & Ireland shares his views about trends to watch out for in the year ahead on industry website thewisemarketeer.com. 

He talks of the continued importance of social media and the impact of new technologies in mobile communications, but the key to success in 2012 will be a focus on customer loyalty:

"It’s certain that with a sluggish economy and weak consumer confidence ahead, customer satisfaction will be the 2012 battleground for Britain’s biggest brands, fighting to retain their market share. Those brands that overlook areas such as contact centres – which remain a key interface between brands and their customers - will see consumers vote with their feet."

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