Broadridge Report Reveals Damage of Poor Personalised Communications

Broadridge Financial Solutions has released a rather telling report for those at financial institutions responsible for customer onboarding and client lifecycle management. The report shows that personalisation in communications can make a significant impact on customer loyalty. Some 35% of 3,004 consumers surveyed in the US and Canada said companies they use need to improve communication experiences, while 25% stopped doing business with a company specifically due to poorly personalised communications, a percentage that grows to 35% among millennials.