Direct mail and email are the most preferred communication methods, followed closely by social media. Personalized, relevant content from a familiar, trusted sender have the highest open rates.

The oldest consumers and early adopters were the most likely to switch providers due to a bad experience. The youngest consumers and early adopters were the most likely to spread the word about positive experiences.

This guide talks about what customer want.  They want their communications in print, digital or both, personalized and accompanied by a great experience. Since preferences are ever-changing, companies must deliver what their customers want.