How Preference Management Builds Customer Trust While Maximizing Compliant Customer Outreach

Bombarding users with communications that they didn’t agree to or not providing an option to specify what types of information they may be interested in, and at what frequency, can seriously damage brand perception. That’s why a preference management solution that can accurately unify preferences across all your customer touchpoints and synchronize those end-user choices across all your systems is crucial for building customer trust, leading to retention.

Investing in next-generation privacy solutions not only solves these problems but also delivers measurable results. A 2024 Cisco report found that 80% of companies saw a direct impact on brand loyalty and trust from privacy investments. Improving the connection between privacy, trust, and business success becomes even more critical when companies consider the potential revenue lost by not executing granular preferences or missing marketing opportunities across different audiences, regions, or sub-brands.

This is the second post in our Preference Management knowledge series, highlighting the unique benefits that Transcend Preference Management can bring to your enterprise. In this installment, we explore how Transcend helps build customer trust by overcoming the challenges of managing user communication preferences across systems. Learn more about other Preference Management benefits:

• How Preference Management Enables Business Innovation
• How Preference Management Improves Operational Efficiency
• Team-by-team Preference Management Benefits

Customer trust and preference management go hand-in-hand. Today, through an abundance of customer and marketing software, there are numerous options to communicate with customers and prospects—whether through direct channels like email and SMS or indirect channels like advertising, re-marketing, and brand partnerships. To successfully build customer trust, businesses need to understand not only which of those channels customers prefer to receive communications through, but also what type of content and at which frequency, among other options unique to your outreach strategy.

To create trusted relationships, businesses need a robust Preference Management system that can handle the end-to-end process of collecting, storing, and activating those end-user choices across business systems. However, many enterprises today still rely on outdated vendor solutions, patchwork fixes, and manual processes, which place the burden on business teams to periodically audit all user lists. This can leave dangerous gaps that erode customer trust through misplaced communications.

Transcend Preference Management sets a new standard for building customer trust, outperforming legacy providers in three key areas across the entire preference management collection and activation process. First, end-users can submit their preferences in Transcend-provided website infrastructure, customizable to your brand image to provide a seamless customer journey. Second, identity resolution leverages your configured user IDs to find and store the latest state of user preferences, updating alongside your users’ changing needs. Third, our proprietary API-based integrations and workflows with optional extensive customization options combine to automatically update corresponding user attributes in every system. With Transcend, businesses can enhance customer data profiles to deliver more personalized content and build stronger loyalty.

Transcend also leads the industry in supported integrations, requiring less configuration and allowing for faster time to value. This means your enterprise can easily centralize and synchronize customer consent and preference data, syncing with both modern SaaS tools and internal customer record stores. Our pre-built integrations ensure that your marketing and customer data tech stack stays aligned with evolving systems and user-submitted preferences.

Customers are increasingly drawn to organizations they trust with their data. In fact, the 2024 Cisco Privacy study found that 94% of organizations reported that their customers would not buy from them if they didn’t feel confident their data was being protected. More than ever, customers want proof that brands can be trusted, and businesses are recognizing the direct link between privacy investment and long-term loyalty.

Transcend Preference Management allows you to embed transparent data collection practices into every customer interaction. The benefits can help to drive increased business performance. As an example, one Transcend customer saw a 37% increase in opted-in users across their enterprise—proof that when customers trust your privacy practices, they’re more likely to engage.

Discover what your business can unlock with improved customer trust. Get a demo of Transcend Preference Management today and see the impact firsthand.