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Marketing Practices That Inspire vs. Those That Irritate

Consumer Attitudes

March 2012 -- Pitney Bowes surveyed 6,000 consumers across the US, UK, Germany, and France to clarify what customers expect and desire from interactions with businesses, and which interactions irritate them. The findings are important because a few larger marketing trends amplify the consequences of effective vs. ineffective customer communications.

Actions Seen as Negative by Consumers



Actions Viewed as Acceptable by Consumers


“This survey confirms that brands should listen to consumers before they send out their communications,” said Dan Kohn, Vice President of Corporate Marketing, Pitney Bowes, Inc. “Every interaction must honor the interests of the customer first, only then is a relevant offer or call to action acceptable to consumers. Each conversation between a brand and a customer is an opportunity to delight or disappoint. We’re all learning how to do more of the former and less of the latter.”


Source: Pitney Bowes, Report: Why Some of Your Customers Are Just Not That into You, accessed March 20, 2012.