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The CMO Council and Pitney Bowes – Critical Channels of Choice
Hello Community members... I wanted to personally bring this new study and research to your attention. Pitney Bowes Customer Engagement Solutions, in conjunction with the CMO Council, undertook primary research to better understand which channels of engagement consumers want brands to use in their communications and which channels consumers see as critical. Over 2,000 people in 6 key countries (US, Canada, UK, Ireland, Australia and New Zealand) were surveyed, with respondents spanning the 5 key generations of influence: Gen Z, Millennials, Gen X, Baby Boomers and The Silent Generation.
The research revealed dramatic new insights and definitively confirmed some long-held assumptions around how consumers want to be engaged. Above all, respondents across all generations confirmed that "Omnichannel is the Channel of Choice." Over 85% want a mix of physical and digital communications from the brands they choose to engage with.
What does this mean for brands? While the influence of digital continues to grow, owing to the speed and convenience of email, text, web, social and video, organizations cannot and should not forget the influential role of telephone, physical mail and face-to-face interactions as a complete part of their marketing mix.This report will really assist you in better understanding how your customers might like to be communicated to... eg what are the communications Channels etc... to help in the creation of:Seamless Experiences across the channels.
Omnichannel is the channel of choice.
Personalization is the content of choice.
You can view the full report by clicking on the button at the end of the infographic.