Switch Hack

Ofcom’s latest communication report confirms what most of us have known for a long while - our communication habits are changing…fast.

According to the report, since 2002 mobile use has doubled, while PC and laptop use has grown fourfold. Lower prices have fuelled a 6% increase in home broadband in the last 12 months, while more importantly there has been a surge in the number of consumers accessing the internet on the move. But what do these changes mean for brands?

Brands need to change how they communicate with their customers. Gone are the days of the ‘our way or the highway’ attitudes to customer communication. Customers expect to communicate via the channel most convenient to them, whether this be email, phone or over the internet. Indeed, with increasing broadband coverage, internet channels will play a more dominate role in the future. The seemingly eternal wait for a response to an email enquiry will no longer be acceptable. If brands fail to meet expectations, consumers will simply do their talking with their feet.

The communication convergence revolution is upon us. Brands - ignore these trends at your peril…