Direct From Consumers: New Insights into Channel Preferences

In the world of consumer brands, we hear about shifting consumer preferences, the proliferation of new contact channels, and the emergence of mobile as our “first screen.” But many aspects of interacting with customers have fundamentally remained the same: in certain situations, people still want to communicate with other people.

To find more about how consumers really feel, Astute Global and C3i Solutions partnered up to survey over a thousand consumers over a two-year period. We sought to better understand two questions:

• How do consumers research brands when they have questions?
•  How do consumers prefer to contact brands when they have a question or complaint?

This report dives into our findings from these surveys.