Mind the Gap: Aligning customer engagement strategies with consumer expectations    

Fuelled by the pandemic and the digital acceleration that came with it, there has been a shift in how consumers would like to engage with brands and in the experiences they seek. 

Surveying 4,750 consumers across Asia Pacific, Collinson will be launching its consumer insights report in April where it will uncover the evolving expectations of consumers today, their preferences on how they would like to engage with brands and the areas that would influence their brand choice and spending intent.

Key insights from consumers in Thailand include:

• 85% would remain loyal to a brand that offered travel-related rewards and benefits.
• 61% said their spend is extremely or very influenced by a brand’s loyalty programme. 
• 71% prefer brands to engage with them on a mobile app; 49% on social media.
• 62% are willing to share their personal data provided they see a compelling reason.