What consumers want
The ultimate playbook for brand connections
With more digital communication channels available than ever before, determining which to prioritize and invest in has become more complex for businesses. At the same time, the importance of customer retention has grown as companies recognize that loyal, engaged customers drive higher ROI.
And yet, despite 91% of global consumers expecting engagement through their preferred channels, only 54% of brands consistently meet this expectation. This gap represents a significant opportunity for businesses to rethink their channel strategies and capture customer loyalty. By optimizing their communication mix to deliver maximum value and foster deeper engagement, businesses can not only close this gap but also position themselves ahead in an increasingly competitive market.
To help you determine how to build a channel strategy that meets the needs of your business and customers, we surveyed 3,900 consumers worldwide about their preferences for various types of communication. Their responses fell into three key areas that we’ll explore in this report:
- Preferred communication channels: The channels consumers favor when interacting with brands.
- Trust: How branded communications influence consumer trust in an increasingly digital world.
- Communication responsiveness: How quickly consumers expect a business to respond and how timeliness impacts their behavior.
Our Consumer Preferences Report is packed with insights to help you navigate the changing channel landscape. From use-case-specific channel preferences to actionable tips for building trust and enhancing service, this report will help you align your communication strategies with your customers’ expectations and stay ahead of the competition.
of consumers say it’s very or extremely important for brands to use their preferred digital communication channels.
