Are you delighting or disappointing your customers with your customer communications?
By Pitney Bowes
Are you inspiring your customers—or royally ticking them off? In a recent 2012 survey, Pitney Bowes surveyed 6,000 consumers in the United States, United Kingdom, Germany, and France to find out just what customers expected, liked, and disliked about interactions with businesses. Findings show that even though a marketing trend may be wildly popular, it just may be sending the wrong message!
I’M DOWN WITH THAT
Customers don’t mind these types of communication:
75% – Customer satisfaction surveys
74% – Keeping in contact at an appropriate frequency*
59% – A certain level of personalization and familiarity**
Actions seen as negative:
89% – Sending weekly emails
84% – Asking customers to support a brand’s charity or ethical concerns
83% – Sending offers from third parties
81% – Encouraging interaction with other consumers via an online community
71% – Encouraging customers to attend branded lifestyle events
70% – Call center reps getting too chummy on the phone