Earlier this month, our friends at PrintintheMix.com posted a great article showcasing intriguing results from a Pitney Bowes survey. Consumers across the US, UK, Germany, and France were asked to clarify what customers expect and desire from interactions with businesses, and which interactions irritate them. The results are fascinating.
Our big takeaways:
- Consumers don't like receiving weekly emails
- Consumers don't like being asked to support a brand’s charity or ethical concerns
- Customer satisfaction surveys are perceived as an acceptable practice
- Most consumers welcome a monthly offer sent via postal mail
- Keeping in contact at a frequency that doesn’t upset the customer is key
- A certain level of personalization and familiarity is welcomed.
“This survey confirms that brands should listen to consumers before they send out their communications,” said Dan Kohn, Vice President of Corporate Marketing, Pitney Bowes, Inc. “Every interaction must honor the interests of the customer first, only then is a relevant offer or call to action acceptable to consumers. Each conversation between a brand and a customer is an opportunity to delight or disappoint. We’re all learning how to do more of the former and less of the latter.”
Read the full article at Printinthemix.com.
Source: Printinthemix.com and Pitney Bowes, Report: Why Some of Your Customers Are Just Not That into You, accessed March 20, 2012.
by Dawn Ey on 3/26/2012 9:13:40 PM