Brands are leaning into personalization as one of their top marketing strategies, judging by Future Of Customer Engagement, a study being offered by Customer Engagement Insider.
Of those polled, 63.93% say personalized outreach is one of the tools they will more actively employ in the coming years.
This was followed by loyalty and rewards programs (49.18%) and SMS/Text-based communication (42.62%).
Only 13.1% are focusing on phone outreach, while 16.39% focus on on geotargeting.
“To thrive in this new normal, companies cannot simply be present in text, mobile, and web channels,” the study says. “They need to be exceptional, pairing innovative digital technology with immensely relevant and personalized content.”
Brands also need to reflect the values of their customers. Or at least some are trying to do so.
Above and beyond click rates, here are their priorities:
Customer Engagement Insider surveyed customer engagement, customer experience, digital strategy, marketing, business development, operations, customer service, and executive-level leaders in August and September 2022,