65% of US and Canadian consumers want brands to send fewer but personalised communications, according to Broadridge Financial Solutions.
Consumers (77%) are willing to spend more with a company that provides good customer experiences (CXs). The number of consumers who believe companies need to enhance overall CX has risen to 65%, up from 59% in 2021.
According to 56% of consumers, COVID-19 has “fundamentally and permanently” affected how they communicate with businesses. Customers expect enhanced experiences across print, digital, and other channels (69%), CX (65%), and more. 74% of consumers expect companies to tailor experiences based on the data they already have.
Moreover, consumers prefer plain language and relevant content in communications. 67% of consumers expect brands to use predictive analytics, and 68% want personalised communication summaries. Customers are more likely to engage and respond to interactive, personalised messaging.
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