Building Long-Term Customer Loyalty: A Research Report on What APAC Consumers Want

For too long, modern marketing communications have been driven by subpar transactional interactions that lack humanity. Brand X incentivizes customers to sign up for their email, SMS, or push updates in exchange for a one- time discount or offer without taking the time to figure out what these individuals really want or need. Brand Y checks in on inactive customers by sending out a flash sale campaign without getting to the bottom of why those individuals have gone dormant in the first place.

The truth is, the status quo isn’t cutting it anymore. There is more to this story than meets the eye. Consumers care deeply about brand trust and humanity, making them far more likely to engage with your brand when it is established. The same goes for personalized experiences, which are not a nice-to-have anymore; they’re a necessity for brands that care about retention.

As experts in brand humanity and leaders in the customer engagement realm, we wanted to dig into this topic further. To do this, we surveyed 6543 adults across Singapore, Indonesia, Thailand, the Philippines, South Korea, and Australia to find out their opinions around customer engagement, including personalization, data management, trust, and AI.

With the insights from this report, brands can begin to map out what brilliant customer engagement looks like for them and build a strategy that develops trust and loyalty with customers for long-term success.