Consumer feedback and indicator of future recommendations

According to an article in AdAge, online contact with brands has been shown to be substantially more effective than contact via other media types. Particularly important are those who produce content online for YouTube or in blogs. Those people are likely to have stronger brand interest and involvement than average, including the high probability they will contact the brand via their website to provide feedback. Those who contact brands with feedback are also highly likely to recommend the product to others. This makes a lot of sense if you think about it. If I try a product and don't like it, that's the end of it. But if I have a product that I use regularly and at some point it lets me down, I am likely to let the company know. I would take the time for products I care about. The thing is, due to staffing concerns, many companies provide little or no means to offer such feedback. And those that do, often do so without any sort of followup to let you know that your message was even read by a human. Consumers want a connection with their favorite brand that goes beyond simply purchasing it, they want a dialog.