how retailers and e-commerce companies can increase sales and loyalty

PRNewswire

Kuala Lumpur (Malaysia), September 30: New research from global communications platform Infobip shows how different generations want to communicate with companies and brands ahead of Singles’ Day. Infobip research shows that with at least 86% of all generations expecting targeted and relevant communication, retailers need a personalized approach to each generation of shoppers.

Millions of consumers search for deals online, providing retailers with increasing opportunities to increase sales and strengthen their brand presence. According to consulting firm Bain & Company, even a 5% increase in customer retention can increase profits by more than 25%.

However, creating an appropriate omnichannel strategy enabling communication with consumers across four generations can be a challenge. If you get it wrong, brands can lose sales and even loyal customers. Infobip’s Generational Communication Trends Report reveals the communication preferences of each generation:

* Baby boomers: are less accepting of repetitive content, with 40% wanting more varied communication compared to 8% of Gen Z, but prefer chatting apps over Gen X (68% vs. 57%)

* Gen X: 73% of Gen X prefer to receive product and service updates compared to only 55% of Gen Z

* Millennials: younger generations are more open to new communication channels, with 60% of millennials willing to make purchases via chatbots

* Gen Z: 83% expect a brand to understand them as individuals, and 65% want a two-way dialogue with the brands they buy from

Ivan Ostojic, chief business officer at Infobip, said: “Our research shows that most shoppers, regardless of age, want brands to connect with them like a friend through conversational channels and say it will increase their loyalty. However, brands must gain the right to communicate with customers to increase loyalty and sales. That’s why Infobip analyzed the preferences of each generation and published a new report and guide to help retailers and e-commerce companies make the most of the shopping season.

Read the report: https://www.infobip.com/generacja-messaging-trends.

About Infobip

Infobip is a global cloud communications platform that enables companies to build connected experiences at all stages of the customer journey. Available through a single platform, Infobip’s omnichannel engagement, identity, user authentication and contact center solutions help companies and partners overcome the complexities of consumer communications to grow their business and increase loyalty. With over a decade of industry experience, Infobip has expanded to over 75 offices worldwide. It offers natively built technology that can reach over seven billion mobile devices and “things” on 6 continents, connected to over 9,700 connections, of which over 800 are direct carrier connections. Infobip was founded in 2006 and is run by co-founders, CEO Silvio Kutic, Roberto Kutic and Izabel Jelenic.

Recent awards won include:

*Infobip recognized as a Leader in the Gartner Magic Quadrant for Communications Platform as a Service (CPaaS) 2024 for the second year in a row (June 2024)

* Infobip named to Fast Company’s annual list of the world’s most innovative companies (March 2024)

* Infobip was recognized as the number one Communications Platform-as-a-Service (CPaaS) provider in Metrigy’s inaugural MetriRank CPaaS report (December 2023)

* Omdia ranks Infobip as a leader for the second year in a row in its CPaaS Universe report (November 2023)

* Infobip Leader in Gartner Magic Quadrant for Communications Platform as a Service (CPaaS) 2023 (September 2023)

* Infobip is a leader in the IDC MarketScape: Worldwide Communications Platform-as-a-Service (CPaaS) 2023 Vendor Assessment (May 2023)

* Infobip is a leader in Juniper Research’s CPaaS Leaderboard (March 2024)

* Infobip tops CCaaS leaderboard, Juniper Research (December 2023)

* Infobip leads in the Juniper customer data platform ranking report (July 2023)

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