The German Ad agency, Scholz & Friends, has produced a video that takes a quick look at how things have progressed from the ad world in the 1940’s to today’s socially connected, conversation driven marketplace.
This video illustrates not only how consumers have changed the way they communicate and value recommendations, but how an expected level of continuity has expanded beyond marketing messages and products. Consumers now expect companies to deliver the consistent experiences across the board. It doesn’t matter if I’m communicating with company Y on the customer service line, Twitter or the showroom floor, I expect the same consistent experience.
My question to you:
How much of a brand’s continuity is within a company or brand manager’s control?