Customers are increasingly expecting their Internet inquiries to be met with instant confirmation and response. This auto dealer market piece demonstrates the ability and increasing need to make that response travel in the communication channel that the customers find most convenient or is most prevalent for them. text messaging is definately far more the preference of a younger generation that is increasingly moving into the auto and mortgage buying demographic. It will be interesting to see how this trend progresses.
Marketers and servicers are going to increasing have to understand the communication methods that consumers are using to even be in their cone of attention. This is where I think emerging concepts in customer communication like RSS are critical for marketers and servicing industries to understand to ensure high-levels of customer experience.