Consumers demand relevance in email and other communications, and will turn off when they don’t get it, judging by a new global study from Attentive, titled The State of Global Marketing in 2025.
Of the consumers polled, 81% ignore irrelevant messages and 71% are frustrated by them, while 25% will ignore generic messages.
But what is relevance? You might define it as pertinence — or utility. A company does not have to be selling with every word.
These types of messages impact the likelihood to purchase:
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This is the most helpful non-sales content in text or email:
All that said, consumers are influenced by these factors when deciding to continue shopping with a brand. They want the company to:
And consumers most want to receive these types of communications:
Two things to keep in mind: AI can now help brands scale personalization.And Rich Communication Services (RCS) will transform mobile shopping by providing more interactive brand experiences in text messages, the study says.
Attentive partnered with CITE Research to survey 3,300 consumers (2,000 in the U.S., 1,000 in the U.K., and 300 in Australia) in January 2025.