Consumers Value Relevant Marketing Messages, Prefer Print

A recent survey by Chief Marketing Officer shows that consumers prefer print. Regardless of channel, for consumers, relevancy and individualization of the marketing message is what is valued. Key findings of the consumer engagement study highlighted in the report, Why Relevance Drives Response and Relationships: Using the Power of Precision Marketing to Better Engage Customers, shows:

•When given the opportunity to choose, 51% of consumers prefer to receive product or service promotions via traditional mail while 44% prefer email.
•Nine out of ten consumers open monthly bills delivered via traditional mail, compared to 72% who open bills delivered via email. For all types of mail received, print mail is opened and viewed more than electronic mail.


What types of mail do you always open?

Type of Mail
Traditional Mail
Email

Monthly Bills
92%
72%

Bank Statements
83%
60%

Promotional Offers
56%
41%

Newsletters
51%
40%

Flyers
41%
NA

News Alerts
NA
37%

"Junk Mail"
23%
NA

•Three-quarters (73%) of consumers say they would you opt in for more traditional mail vs. electronic statements if the government certified that mail had less environmental impact than electronic delivery.

•Consumers are inspired to do business with a retailer after receiving personalized offers -- 30% of respondents answered "yes" and 48% stated "sometimes."

•While 64% of consumers say promotional offers dominate both the email and traditional mail they receive, only 41% view these as must-read communications.

•Of the 91% of consumers who opt out or unsubscribe to emails, 46% do so because the messages are not relevant.

•Four out of ten (41%) say they would consider ending a brand relationship due to irrelevant promotions--whether print or email. An additional 22% say they would definitely defect from an offending brand.

“Irrelevant, impersonal communications, be it email or traditional mail, is a waste as it does not engage a receptive recipient,” said Liz Miller, Vice President, Programs and Operations, CMO Council. “It is no surprise that consumers are opting out of irrelevant emails. However, what is a grave sign for marketers to heed is that customers will disconnect and stop doing business with brands who continue to send messages that demonstrate a lack of intimacy, customer insight and individual understanding.”