infographics the key figures of the year 2020 of customer marketing

CUSTOMER EXPERIENCE: PERSONALIZING THE RELATIONSHIP

• +40%. It is the improvement of the brand perception and the loyalty felt by the customers thanks to the personalization of the experience.

• 81% of French consumers would be ready to abandon a brand or a retailer if it no longer shared their values.

• 59% of consumers want to humanize the relationship on the web.

DATA: A STRATEGIC ASSET THAT REMAINS DIFFICULT TO EXPLOIT

• 83% of French people are willing to share their data with a company in order to access a personalized customer experience.

• 90% of world leaders have become aware of the importance of data since the beginning of the pandemic.

• Less than 30% of marketers are collecting data across all channels to deliver an omnichannel experience to their customers.

COMMUNICATION: COMMITMENT IS FOR THE REASON OF BEING

• For nearly one brand out of two, communications investments in 2021 will be lower than in 2019.

• Only 26% of French respondents feel that corporate communication is moving towards greater sincerity and 34% have difficulty perceiving this sincerity.

• The mobile is now anchored in everyday life: 9 out of 10 French people use it every day (88.7%), making it the first lever of advertising investment in digital (70%).

SOCIAL: THE ULTIMATE WEAPON OF DISTANCING

• The use of social networks has jumped by 61% since the outbreak of the Covid-19 crisis.

• 65 million additional downloads on Tik Tok in March 2020 alone.

• 69% of the companies surveyed believe that social channels have enabled them to maintain the relationship with their audiences during the crisis and are considering increasing their budget.

RETAIL: A RETURN TO THE ROOTS OF COMMERCE

• 80% of French people consider that local products are of better quality than the big brands.

• 21 million French consumers who were previously reticent about e-commerce are planning to give more preference to this purchasing channel since the crisis.

• 70% of French people, however, say they want to go back to the physical store.

Sources: Accenture, Teradata, Google and Boston Consulting Group, Kameleoon and GO Group Digital, Havas Paris, Kantar, YouGov and LSA, Google and BETC, Forrester, Viavoice, la Fevad, Mobile Marketing Association, Hootsuite.