That's right, according to this article, one in four consumers stop doing business with companies because they personalize communications poorly. This goes up to 35 percent for Millennials. Here's an interesting statistic: one in five consumers purchase a new product or service because of a bill or statement message. All these statistics are according to a Broadridge Financial Solutions study that reveals personalization in communications is making a significant impact on customer loyalty. A good read if you or your client has a loyalty program.
Success might come down to one word: personalization.