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New research from OpenText reveals the extent to which the pandemic has changed customers’ expectations of brands, and the increasingly important role of a streamlined digital experience post-COVID. The new data – from a survey of 1,000 Australian respondents – reveals that 63 per cent of Australian consumers are more likely to buy again from brands that treat them like an individual, rather than the same as any other customer. This demand for brands to engage with customers as an individual is mirrored across Asia – in India (77%) and Singapore (71%), while Japan is less (42%). Half (48%) of Australian consumers only buy from brands that make them feel they understand their preferences, such as communicating with them through their favourite channels or providing tailored deals.

Albert nelGuy hellierDigital experienceDigital offeringsAustralian consumersஆல்பர்ட் நெல்பையன் நரகடிஜிட்டல் அனுபவம்சர்வதேச பரவல்டிஜிட்டல் பிரசாதம்ஆஸ்திரேலிய நுகர்வோர்