The contemporary savvy consumer is seen as someone who combines areas of competency (particularly technological sophistication, network competency and marketing/advertising literacy) with empowerment (especially self-confidence and self-efficacy).
The paper points out that consumers are focused on value in their online interactions: value-for-time, value-for-attention, and value-for-access for their personal information. In searching for this value, consumers have become self confident in utilizing new technologies to filter and control brand-centric messaging. Additionally, consumers are by and large comfortable tinkering with new technologies on a trial and error basis as opposed to following a script or reading a manual, which has resulted in mega-brands like Google, iPhone, etc. As other brands attempt to match the success of these mega brands, ad spends are increasing in places like social networks as these brands go for consumer “engagement gold”. But there is a downside.
Organisations that serve consumers, employees and citizens in the world of person-centric commerce will be beneficiaries…but along the way there will be losers and casualties, including some businesses that over-estimate the desire of their consumers for engagement at the expense of offering basic value-for-money.
Accordingly, brands need to account for the differences among consumers and their attendant needs regarding value. These differences fall largely along generational lines, but even these lines are blurred as older consumers learn to adopt new technologies and adapt to novel ways of socializing and networking. In conclusion, the paper posits that despite a brand’s overt focus on highly customized, highly relevant, and highly emotional appeals, these efforts may not be enough to get these customers “involved” with the brand because the consumer landscape is too fragmentized and unstable.