US and Canadian consumers want brands to provide improved CX across channels

New Ideas in MarketingEssential news for marketers, summarised by YouGov
February 16, 2022, 10:11 AM GMT+0

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.

Discover the top organisations in your market and industry that have customers buzzing using YouGov BrandRankings.

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