In-touch parenting (a great SA parenting resource) just released some very interesting, yet I guess obvious research - "When asked recently to name the biggest challenge in their relationship & family, several hundred people indicated the number one complaint was “poor communication with my partner.” And in my many years of helping couples & families stay connected, I’ve seen that poor communication has been a leading cause for families to break up. Why, you ask? Without good communication, you can’t have a satisfying marriage. When communication is blocked or non-existent, a relationship can’t thrive."
This is no different to a persons relationship with a brand. If a brand does not listen to them, understand where they are at or have an open dialogue with their consumers - the brand will lose all relevance and affinity. It should be a brands priority to do this, apart from being more informed and in touch with what your consumers want - you have a very powerful relationsihp with them.
So take heed of this obvious but very powerful marriage advice and use when deciding on how to communicate with your consumers. Listening to them may prove more powerful than shouting at them.