消费者营销的未来

THEEUTUREOFCONSUMERMARKETNG what you must know to elevate the customerexperience, drive loyalty, and build strongercustomer relationships. EXPLORETHEREPORT consumerexperiencesin a day's work experience first pays off leads to purchase loyalty from the first tap consumer click The new rules for meeting marketing in 2025 evolving customer demands personalization for brands Foreword Putting theCUSTOMEREXPERIENCEfirst pays off making customers feel valued and seen-no matterwhere, how, or when they engage with your brand. The stakes have neverbeen higher for B2C brands. The only way for brands to grow andbuild long-term loyalty is by deliveringpersonalized experiences at everystage of the customer journey. with a brand. But B2C brands are stretched thin - tasked with doing more withand complexity needed to manage modern B2C relationships. As a result, brandsare often forced to cobble together disconnected point solutions, making itharder to deliver the seamless, tailored experiences their customers expect. CMO, KLAVIYO personalized experiences at every stage of the customer journey. To do this.service to ensure a unified approach that connects individualized outreachwith exceptional support. By aligning both and leveraging the right technology,brands can create consistent, meaningful interactions that foster trust anddrive lasting customer relationships. interaction so you can create personalized experiences with your customers, atscale. This report will give you the data and resources you need to deepenconnections with your audiences and gain more brand love in the year ahead.JAMIE DOMENICI, CMO, KLAVIYO Executive Summary What makes theMODERNCONSUMERclick habits, brands are focusing on tech-enabledpersonalized marketing and great customer service. The most successful B2C brandsdon't iust sell products, they buildlasting customer relationships The profile and journey of an average consumerhas changed. Today's shoppers are tech-savvyand quality-obsessed, and they typically shop ontheir phones. And brands face the challenge ofunderstanding consumer data to improve thecustomer experience. JOURNEYS AND PERSONALIZATION is the top reason consumers is the No. 1 discovery channel for consumers have when shopping retail and ecommerce brands. are the most influential factor when4 in 10 consumers is the most common expected feel that brand values mattermore than they did a year ago.Strong data protection and and build experiences that resonate with newaudiences, we surveyed over 8,000 consumersaround the world about their expectations for retail,restaurant, hotel, and wellness brands, and spoke toB2C leaders at top organizations about the findings. making an initial purchase with a brand,even more than pricing or discounts.Mobile websites response window for follow-up are the most popular purchasing are the most important valuesconsumers consider when restaurants, and wellness brands deciding on a brand they've Meet the first(and only)CRM built forB2C brands Collect and activate data fromany source and unify service.marketing, and commerce tosupport personalized customerexperiences at scale with Klaviyo. Introduction The new rules forMEETING EVOLVINGcustomer demands making customers feel valued and seen-no matterwhere, how, or when they engage with your brand. 1IN5consumers will stop buyingfrom a brand after a singlenegative experience. 74%of consumers expectmore brands to providepersonalizedexperiences in 2025. Navigating a new eraof consumer marketing Today, consumers expect more from brands. Sure, they wantthe “basics"-great service, quality products, and excellentcommunication when they shop. But considering the majorityof today's global consumer population grew up with theinternet and the ability to buy virtually anything from anywhereon any channel, they're looking for even more. They wantpersonalized recommendations and deals, and they want tosupport brands that align with their values. Consumers mostoften discover new brands and products through social media,and they shop on their phones, making a seamlessomnichannel journey a make or break for continued loyaltyMore than two-thirds (72%) of consumers we surveyed plan ever. We're seeing much better results across deliverability, engagement,and revenue when we focus more energy on creating valuable, targetedcontent rather than just maintaining a high frequency of touches.Consumers are becoming more critical about how often they'rereached out to, and that elasticity isn't there anymore!" to maintain or increase spending on personal or lifestylepurchases in the next 6 months, giving brands a chance tocatch the attention of both new audiences and those whohave shopped with them before.And in order to stand out and build trust, brands need to level up every aspect of their customer experience strategy. AND RETENTION MARKETING AT GRO Consumer Journeys Optimizing theOMNICHANNELcustomer experience where they're most a