What’s in a Name?: Customers Turned off by use of Personal Details

March 15, 20183min

UK consumers are ignoring online retailers that address them by name or wish them happy birthday, research has revealed.

As brands continue to focus on how they can use customer data to deliver personalised messages to shoppers, new research from marketing automation suite Pure360 has revealed that only seven percent of British consumers are interested in messages that relate to their personal details such as their birthday.

Furthermore just eight percent said that they are likely to engage with online retailers that address them by their first name in their brand marketing.

The study, conducted by YouGov to poll a representative sample of GB consumers, highlighted instead the value of tailored promotions as the most important aspect of marketing messages – with almost half of UK consumers (45 percent) prepared to engage with a retail brand that uses personalised offers in their digital marketing.

Millennial consumers (18-24) were found to be the most enthusiastic demographic about personalised offers, with 54 percent reporting that they would engage with brands that contacted them about deals.

Wales was found to be the UK region with the keenest eye for such opportunities, with over half (51 percent) of consumers threre reporting that a personalised offer from an online retailer would engage them. By contrast, just 43 percent of consumers in Scotland said they would do the same, with the figure rising to 45 percent among consumers in England.

Komal Helyer, Marketing Director at Pure360 said:

“Our research indicates that there is a considerable degree of scepticism among consumers regarding the marketing and advertising communications methods of online businesses and retailers. While there is a case for personalised communications, when they represent value and opportunity for the consumer, our findings show that it is essential for businesses to know their audience and understanding the kind of personalised messaging that will lead to positive brand engagement. Personalisation as it was known may be dead, but relevant personalised communication lives on.”


CXM Editorial Team

CXM Editorial Team

Published for all CX professionals, the digital Customer Experience Magazine is packed full of industry news, blogs, features, video bites and international stories all focusing on customer experience. CXM will help you learn what makes an outstanding customer experience that wins both awards and the hearts of customers. And sometimes we share some cool music as well.




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