Customer Communication Preference Statistics

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To begin, I recognize it's a marketer's tendency to focus on campaigns and metrics. However, some of the most valuable intelligence for your marketing strategy comes directly from your customer service teams. So let's begin with some insights from our State of Customer Service report.

According to our research, consumers are more demanding than ever when it comes to customer experience. Leaders report that the number of tickets their company receives is higher than ever before (75%), and customers expect issues to be resolved immediately (82%).

Additionally, customers expect a higher level of personalization than ever before (78%). So we ran a HubSpot blog survey asking respondents how they prefer to interact with companies when looking for country wise email marketing list information about a product or service. Let's dive into it.

How Customers Prefer to Learn About Products
According to customer responses, 46% said they prefer to review its content (videos, commercials, blog posts, images, etc.), 15% follow or visit its social media accounts, and 9% go to the company’s physical store and read reviews on review sites or social media pages.



1. Reviewing Content
When customers want to learn more about a product, they overwhelmingly turn directly to your content. Research consistently shows that potential buyers actively seek out videos, blog posts, social media content, and other materials published by companies before making purchase decisions. This natural customer behavior should be the cornerstone of your marketing strategy.

To maximize this opportunity, create content that meets your audience where they already spend their time. For example, Gen Z spends most of their time on YouTube, followed by Instagram, Snapchat, and then TikTok. By understanding these platform preferences, you can ensure your content reaches potential customers on their terms.