The age of the internet has ushered in a new type of customer. First and foremost, no one reads anything anymore. The creation (and popularity) of Twitter has resulted in the fact that a company’s entire message must be clearly articulated in 140 characters. As a result of this dynamic, its unlikely that any customer will read more than a single sentence.
Net neutrality ushered in an era where trends spread much more quickly than ever before. As a result, nearly anyone can feel like they are a trendsetter, taking part in the next big thing to sweep the nation. This trendsetter-for-all behavior has had a significant impact on customer loyalty. If the general public is convinced they can be part of the “next big thing”, there’s generally less loyalty with existing products and services. While your product or service may continue to be relevant, the attention span they can devote to your product or service has diminished. Instead, the customer is spending their time in a continuous search on YouTube, Facebook, Instagram, blogs, and other sites to stay at the front of the trendsetting curve.