Why do I call it the 'untapped potential'? It is mainly because many companies fail to embrace it until it is too late. Once they do embrace it they are already behind in terms of truly understanding why their clients are unhappy
This is the continuation of the original piece titled How Brands Engage With Customers.
This gives you more information as to how well brands engage their audience by understanding their issues.
In the beginning, when the internet adoption was not that prevalent the number of ways that brands could show their customers that they care were limited.
In the Digital age, the number of ways just keep growing and brands keep finding new ways to engage and connect with their audience.