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Deep Brand Engagement Creates Customers

From awareness to consideration, purchase and recommendation

The power of online brand interaction is not to be denied: A solid majority of connected consumers have had their opinion of a brand swayed, either positively or negatively, by an online experience. And more than 97% said that experience influenced whether they purchased a product or service from that brand.

Razorfish’s “2009 FEED” survey polled US broadband users who had visited a community site, consumed or created digital media, and spent at least $150 online in the past six months.

These connected consumers were also connected to brands. About one-quarter had produced content to participate in a contest held by a brand, and close to the same amount had followed a brand on Twitter. Two-fifths had friended a brand on Facebook or MySpace.

US Internet Users Who Have Ever

The main reason to follow or friend a brand was to get exclusive deals or offers, followed by general fandom—because the user was a current customer, or because of interesting or entertaining content.

An impressive 64% of connected consumers told Razorfish they had made their first purchase from a brand because of a digital experience—be it a Website, microsite, mobile coupon or e-mail. And friending, following and content creation spurred upticks across the marketing funnel—from raising awareness to consideration, purchase and recommendations to friends.

Effect of

“Digital experiences not only build a brand, they can also make or break it. For those brand marketers still neglecting (or underestimating) digital, it’s as if they’ve shown up to a cocktail party in sweatpants,” according to the report. “Invariably, consumers will choose to converse with a savvier—and hopefully more stylish—partner.”

Keep up on the latest digital trends. Learn more about an eMarketer Total Access subscription, today.

Check out today’s other article, “Newspapers Hold Out Hope for Paid Models.”



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