{"id":803,"date":"2021-09-28T12:02:57","date_gmt":"2021-09-28T12:02:57","guid":{"rendered":"https:\/\/lite14.net\/blog\/?p=803"},"modified":"2021-09-28T12:02:57","modified_gmt":"2021-09-28T12:02:57","slug":"more-than-two-thirds-of-uk-consumers-return-to-brands-that-cater-to-their-needs","status":"publish","type":"post","link":"https:\/\/lite14.net\/blog\/2021\/09\/28\/more-than-two-thirds-of-uk-consumers-return-to-brands-that-cater-to-their-needs\/","title":{"rendered":"More than two-thirds of UK consumers return to brands that cater to their needs"},"content":{"rendered":"<p><img loading=\"lazy\" decoding=\"async\" class=\"alignnone  wp-image-804\" src=\"http:\/\/lite14.net\/blog\/wp-content\/uploads\/2021\/09\/R-2021-09-28T130039.221-300x206.jpg\" alt=\"\" width=\"465\" height=\"319\" srcset=\"https:\/\/lite14.net\/blog\/wp-content\/uploads\/2021\/09\/R-2021-09-28T130039.221-300x206.jpg 300w, https:\/\/lite14.net\/blog\/wp-content\/uploads\/2021\/09\/R-2021-09-28T130039.221-768x527.jpg 768w, https:\/\/lite14.net\/blog\/wp-content\/uploads\/2021\/09\/R-2021-09-28T130039.221.jpg 1000w\" sizes=\"auto, (max-width: 465px) 100vw, 465px\" \/><\/p>\n<p>62 percent of UK consumers would return to a brand that treats them as an individual rather than a number.<\/p>\n<p>This demand for personalized brand engagement is mirrored across Europe \u2013 in Italy (70%), Spain (63%), France (59%) and Germany (55%).<\/p>\n<p>An OpenText study revealed the extent to which the pandemic has changed customers&#8217; expectations of brands, as well as the growing importance of a streamlined digital experience post-COVID.<\/p>\n<div id=\"ez-toc-container\" class=\"ez-toc-v2_0_76 counter-hierarchy ez-toc-counter ez-toc-grey ez-toc-container-direction\">\n<div class=\"ez-toc-title-container\">\n<p class=\"ez-toc-title\" style=\"cursor:inherit\">Table of Contents<\/p>\n<span class=\"ez-toc-title-toggle\"><a href=\"#\" class=\"ez-toc-pull-right ez-toc-btn ez-toc-btn-xs ez-toc-btn-default ez-toc-toggle\" aria-label=\"Toggle Table of Content\"><span class=\"ez-toc-js-icon-con\"><span class=\"\"><span class=\"eztoc-hide\" style=\"display:none;\">Toggle<\/span><span class=\"ez-toc-icon-toggle-span\"><svg style=\"fill: #999;color:#999\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" class=\"list-377408\" width=\"20px\" height=\"20px\" viewBox=\"0 0 24 24\" fill=\"none\"><path d=\"M6 6H4v2h2V6zm14 0H8v2h12V6zM4 11h2v2H4v-2zm16 0H8v2h12v-2zM4 16h2v2H4v-2zm16 0H8v2h12v-2z\" fill=\"currentColor\"><\/path><\/svg><svg style=\"fill: #999;color:#999\" class=\"arrow-unsorted-368013\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"10px\" height=\"10px\" viewBox=\"0 0 24 24\" version=\"1.2\" baseProfile=\"tiny\"><path d=\"M18.2 9.3l-6.2-6.3-6.2 6.3c-.2.2-.3.4-.3.7s.1.5.3.7c.2.2.4.3.7.3h11c.3 0 .5-.1.7-.3.2-.2.3-.5.3-.7s-.1-.5-.3-.7zM5.8 14.7l6.2 6.3 6.2-6.3c.2-.2.3-.5.3-.7s-.1-.5-.3-.7c-.2-.2-.4-.3-.7-.3h-11c-.3 0-.5.1-.7.3-.2.2-.3.5-.3.7s.1.5.3.7z\"\/><\/svg><\/span><\/span><\/span><\/a><\/span><\/div>\n<nav><ul class='ez-toc-list ez-toc-list-level-1 ' ><li class='ez-toc-page-1 ez-toc-heading-level-4'><a class=\"ez-toc-link ez-toc-heading-1\" href=\"https:\/\/lite14.net\/blog\/2021\/09\/28\/more-than-two-thirds-of-uk-consumers-return-to-brands-that-cater-to-their-needs\/#Tailored_deals\" >Tailored deals<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-4'><a class=\"ez-toc-link ez-toc-heading-2\" href=\"https:\/\/lite14.net\/blog\/2021\/09\/28\/more-than-two-thirds-of-uk-consumers-return-to-brands-that-cater-to-their-needs\/#Optimal_experience\" >Optimal experience<\/a><\/li><\/ul><\/nav><\/div>\n<h4><span class=\"ez-toc-section\" id=\"Tailored_deals\"><\/span>Tailored deals<span class=\"ez-toc-section-end\"><\/span><\/h4>\n<p>In a survey of 2,000 UK consumers, 43% said they only buy from brands that understand their preferences. This includes communicating with them via their preferred channels and offering tailored offers..<\/p>\n<p>A bad experience would deter more than half (56%) of UK consumers from returning to a brand. Customers for life may not exist in 2021, according to 60% of respondents, implying that brands cannot rely on long-term customer loyalty to recover from bad experiences.<\/p>\n<p>Creating a frictionless experience for customers is critical. Easy search is important to nearly three-quarters (72%) of UK consumers when buying products or services online. Also, half (48%) prefer brands that remember their details and auto-fill. Brands are under pressure to store data correctly: half (54%) would pay more to do business with a company that values their privacy.<\/p>\n<p>\u201cThe COVID-19 crisis has forced businesses to change how they communicate with customers,\u201d said Lou Blatt, senior VP and CMO at OpenText.<\/p>\n<p>\u201cClient expectations have shifted as a result. They now demand more from brands \u2013 more channels, more personalisation, and most importantly, a more seamless digital experience. Achieving scaled delivery of rich, ultra-personalized communications across all touch points and channels is now mission-critical.<\/p>\n<p>The pandemic has changed expectations for 54% of UK consumers when it comes to brand digital offerings. One fifth (19%) will not use brands if their online shopping experience is poor.<\/p>\n<p>The pandemic has made nearly half (46%) more comfortable with digital-only businesses. A personalised digital experience is now vital for over four in ten (43%) UK consumers to return to a brand.<\/p>\n<h4><span class=\"ez-toc-section\" id=\"Optimal_experience\"><\/span>Optimal experience<span class=\"ez-toc-section-end\"><\/span><\/h4>\n<p>The study also revealed consumer perceptions of which organizations have excelled in providing an optimal experience during the recent turmoil. During the pandemic, 40% say bigger established brands were able to provide a better digital experience than smaller ones.<\/p>\n<p>\u201cCreating a positive customer experience is all about removing friction and increasing relevance: the easier and more relevant something is to each customer, the better the experience.<\/p>\n<p>\u201cToday&#8217;s customers expect a seamless digital journey from product research to order tracking, delivered on any device, at any time. Brands should invest in a digital experience platform that allows them to seamlessly integrate data, information, and assets across environments.<\/p>\n<p>Without it, brands will struggle to deliver cohesive, personalized experiences that win and keep customers.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>62 percent of UK consumers would return to a brand that treats them as an individual rather than a number. 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