|Survey of 1,000 Consumers in the U.S., U.K., Canada, and Germany Shows that Consumers are Willing to Share Their Data if Brands Provide Better Omnichannel Customer Experiences|
SAN FRANCISCO, June 17, 2021 /PRNewswire/ – MoEngage, the insights-led customer engagement platform, today revealed the results of a global survey focused on consumers’ expectations of how brands should use data to improve the customer experience. The report, The Personalization Pulse Check Report 2021, polled 1,000 consumers across four of the top global markets–U.S., U.K., Canada, and Germany–to learn more about what consumers want when engaging and receiving communications from brands. The results underscore the increasing role that personalization and omnichannel marketing will have in the post-COVID recovery period for brands to better engage customers and differentiate themselves against competitors.
The MoEngage survey indicates that overall, consumers have moved on from the question of brands collecting information about them, and instead are focused on when and how brands use this data to present offers that are consistent, relevant, and timely. In fact, nearly one-third (26%) of consumers across all four global markets indicated that they want companies to personalize their experiences based on previous purchase history data. Further, 21 percent of consumers indicated that they expected personalization based on known interests. Not only do consumers expect brands to know who they are and what they want to buy, but they also notice when brands fail to create a unified experience across channels.
“The results of this consumer survey are certainly eye-opening for marketers who have been struggling to create a consistent omnichannel experience for their customers,” said Raviteja Dodda, CEO of MoEngage. “The research confirms our belief that the average consumer is well aware that brands are collecting information about them. All they are asking for in return is a more personalized customer experience from brands, regardless of which medium is used to communicate with them. Now is the time for brands to deliver on that promise.”
Click on the link below to view the full version of the report
MoEngage is an insights-led customer engagement platform, built for customer-obsessed marketers and product owners. MoEngage enables hyper-personalization at scale across multiple channels like mobile push, email, in-app, web push, on-site messages, and SMS. With AI-powered automation and optimization, brands can analyze audience behavior and engage consumers with personalized communication at every touchpoint across their lifecycle. More than 1,000+ brands across 35 countries use MoEngage to send 50 billion messages to 500 million consumers every month. With offices in nine countries, MoEngage is backed by marquee investors such as Eight Roads, F-Prime Capital, Matrix Partners, Helion Ventures, Exfinity Ventures, and Venture East. To learn more, visit www.moengage.com.