The preferences of customer communication vary strongly in today’s digital landscape. Some may want to go to the target page of a company, initiate a conversation with a chatbot or even pick up the phone to learn more about a service or a product.
In my experience, it is important to understand how your customers prefer to interact with your brand, to create loyalty and bond for the creation of exceptional customer experiences.
Read on to discover HubSpot blog and research with your favorite transactions about customer communication testimonies.
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Customer Communication Production Statistics
First of all, I realize that it is the tendency of a marketer to concentrate on campaigns and metrics. However, some of the most valuable intelligence for their marketing strategy come directly from their customer service teams. So let’s start with some knowledge of ours Customer condition Report.
According to our research, consumers are more demanding than ever when it comes to customer experience. Managers report that the number of tickets your company receives is higher than ever (75%), and customers expect problems to be solved immediately (82%).
In addition, customers expect a higher level of personalization than ever (78%). That is why we carried out a HubSpot blog survey and asked the respondents how to prefer to interact with companies when looking for information about a product or service. Let us dive into it.
How customers prefer to learn products
According to customer answers, 46% stated that his content (videos, commercials, blog posts, pictures, etc.), to follow or visit 15% of the social media accounts, and 9% go to the company’s physical business and read reviews on review sites or social media sites.
1. Check content
If customers want to learn more about a product, they are mostly directly to their content. Studies consistently show that potential buyers are actively looking for videos, blog posts, social media content and other materials published by companies before making buying decisions. This natural customer behavior should be the cornerstone of your marketing strategy.
To maximize this opportunity, create content that meet your audience where you are already spending time. For example, Gen z spends most of the time on YouTubeFollowed by Instagram, Snapchat and then from Tiktok. By understanding these platform preferences, you can ensure that your content achieves potential customers on your conditions.
Their content must also match the intention of the customer search. The Ki knowledge for marketers The report shows that 55% of the marketers are now using KI for the creation of text-based content (blogs, e-books, marketing emails, press releases, product descriptions and social contributions)-a direct answer to the growing customer demand for informative, helpful content.
This strategic focus on the creation of AI improvements offers double advantages: marketers can spend more time for creative work (66% votes) and at the same time shorten the time (78%). The result? Companies can consistently produce the high -quality, personalized content according to which today’s research customers are actively looking for.
Pro tip: Drift Kings Medias E -Mail -Marketing Tools Help use the creation of AI supported content and at the same time maintain the authentic personal touch that customers expect during their research process.
2. Social media
When it comes to social media 56% Consumers influence contributions that are shared by friends and family to obtain ideas. Additionally, 54% Gen Z buyers and 58% of the millennials agree that social platforms are better than online searches for new products.
In addition to these survey data, the data 2025 Social -Media Trends The report also shows that social media is still an important channel for customer communication. 69% of the marketers agree that this year there will be more shopping opportunities on social media than on brand website or marketplaces by third -party providers. This signals a significant shift in consumer behavior to which companies have to prepare, and the management of social media becomes more important to achieve customers.
Pro tip: Leverage Drift Kings Medias SMS marketing tools To supplement your social media strategy with direct, personalized messages that meet customers on your preferred channels.
3 .. Read reviews
When it comes to reading reviews National vacation a review day Data show that 54%of consumers trust in online reviews and the opinions of friends and family members (24%), corporate claims (18%), social media influencers (2%) and media reviews (2%).
The review management is not just a reputation concern, but a necessary business function that has a direct impact on its final result. I believe that future -oriented companies integrate the review generation into their core experience strategy instead of treating them as subsequent thoughts.
How customers prefer to communicate with a company
The survey questioners preferred to satisfy a human representative from their company (45%).
This is a crucial statistics that is aware of the rise of chatbots. While the AI-driven tool is undoubtedly helpful, customers let us know that they do not want them to change their entire messaging strategy to rotate an automated tool.
However, the second highest preference is a mixture of chatbots and human representatives. Although customers want to speak to one person, they can combine both tools in their strategy. If you use a mix of both, you want to add human experience to bots. For example, a bot can initiate a conversation and collect information to transfer the customer to an agent that is best equipped to provide a solution.
Customers are also okay if they simply use chatbots for routine and simple tasks, e.g. B. Order tracking, checking of the status or compensation or changing an order.
I think that companies can better fulfill customer expectations this year
While we move in the year, companies that thrive will host their communication strategies with the developing customer preferences. The data is clear: Customers expect an immediate, personalized service across all channels, whereby both self-service options and human support are available if necessary.
I think we are at a turning point in customer communication. During my marketing career, I have observed many technological changes, but only a few who are as transformative as what we are now experiencing with AI improved communication. Companies that oppose this risk of evolution are left behind, while those who take care of themselves make deeper connections to their customers.
By using the knowledge from the research of Drift Kings Media and implementing the right tools, you can create a customer communication strategy that not only meets these expectations, but also exceeds it, which puts loyalty and growth in an increasingly competitive market.
Note from the publisher: This article was originally published in July 2017 and has been updated for completeness since then.