A global consumer survey conducted by Arion Research and Sendbird found that half of all consumers miss communications from businesses regardless of the channels they use. This highlights how hard it is for businesses to stay connected and top of mind with customers. However, when businesses offer consumers’ their preferred communication channels, customers are more likely to remain loyal (82%), buy more (69%) and become advocates (66%).
Consumers prefer to manage business interactions on their own terms. The communication channels they choose vary depending on the type of activity, their level of trust and perceived personal risk. So how do brands know which channels to use?
Watch Michael Fauscette, CEO of Arion Research, and Caroline Dangson, Senior Product Marketing Manager at Sendbird, as they discuss the complete survey and how the results can help businesses define their omnichannel strategy. During this chat, you’ll learn which channels consumers prefer to use when communicating with businesses for marketing, sales and customer support. Plus you’ll gain a deeper understanding of:
- Which channels consumers say they trust the most — and least — for business communication
- How consumer channel preferences vary by type of activity/business transaction, level of trust and personal risk
- The love/hate relationship consumers have with text/SMS
- Consumer willingness to share data and allow activity to be tracked across apps and websites, particularly for increased personalization
- Consumer perceptions of, and preferences for, chatbots