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The Covid-19 pandemic has created new behaviours and 80% of consumers intend to continue with this new trend.

About 75% of consumers have tried a new shopping behaviour in the past 18 months.

Three quarters of them say they switched to a new store, product or buying method during the pandemic.

However, personalisation services are what a majority of consumers want.

Personalisation is about tailoring offerings and outreach to the right individual at the right moment with the right experience, a survey by McKinsey & Company has revealed.

About 72% of the respondents say they expect the businesses they buy from to recognise them as individuals and know their interests.

A large majority or over 76% of respondents get frustrated when personalisation does not happen.

Companies that excel in personalisation generate 40% more revenue from these activities than average players.

It says across US industries, shifting to top-quartile performance in personalisation will generate over US$1 trillion (RM4.1 trillion) in value.

It is the increase in online transactions that give consumers more exposure to what personalisation is all about and e-commerce leaders have raised the bar for everyone else, it says.

Over three-quarters of consumers (76%) say that receiving personalised communications is a key factor in prompting their consideration of a brand.

The Next in Personalisation 2021 report surveyed 1,013 people above the age of 18 from July to August this year.CLICK TO ENLARGE



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