The Future of Consumer Marketing

This report explores how B2C brands can build stronger customer relationships in 2025 by embracing personalization, loyalty, omnichannel strategies, and brand values. Based on a survey of over 8,000 global consumers, it emphasizes that delivering meaningful, personalized experiences at every touchpoint is key to gaining customer trust and loyalty. As mobile-first shopping grows and consumer expectations increase, brands must unify marketing, service, and data to stay competitive.

• Personalization matters: 74% of consumers expect more personalized experiences in 2025.ed.
• Omnichannel consistency is critical: Inconsistent pricing and product availability frustrate shoppers.
• Brand values influence purchase decisions: Data privacy, fair labor, and sustainability top the list.
• Customer service impacts loyalty: 81% expect responses within 24 hours after a negative experience.
• Loyalty drivers: Quality, value for price, and great service matter more than ever.
• Mobile dominates shopping: Consumers prefer mobile for discovery and purchases across industries.