This quadrant dives into how new user app downloads correlate to stickiness for brands in Retail and E-commerce, Banking, Financial Services, and Insurance (BFSI) , Media and Entertainment (M&E) and Travel and Hospitality (T&H) across different regions.
The quadrant splits industries into four major categories:
After digging into the data from thousands of North American consumers, B2C marketers, and MoEngage customers, a few surprising takeaways have surfaced:
At a high level, this year’s Customer Engagement Benchmarks Report reiterates that across channels and industries, brands that hyper-personalize engagement campaigns based on the customer’s journey or behavior see better campaign performance as compared to those using non-personalized campaigns.
Keep reading to get an in-depth look at this year’s key customer engagement metrics and benchmarks.
In general, customers in the USA and Canada are 6.3X more likely to click emails personalized according to their behavior as compared to generic messages.
In general, iOS users in the USA and Canada are 1.7X more likely to click customer behavior-based push notifications than generic messages.
In general, customers are 1.3X more likely to click an SMS personalized according to their behavior vs. a generic SMS.
The insights above showcase that sending broadcast messages typically yields the poorest results across industries and channels due to their generic nature. In contrast, messages that employ journey-based or behavior-based personalization achieve significantly higher delivery rates, open rates, CTORs/CTRs, and CVRs.
Key Benchmarks Across Industries:
You can easily define the KPIs for each communication channel with such benchmarks in hand whilst building your omnichannel strategy.
Additionally, below are some best practices for creating highly personalized and engaging omnichannel experiences that optimize your customer lifetime value.
Best Practices:
