What Do Emotional Interactions With Brands Mean For Consumers?


Emotions are greater drivers of brand loyalty than rational factors such as price competitiveness or brand values including social responsibility, according to consumer research from Capgemini. A new report from Invoca and Adobe reveals what a high emotional quotient means to consumers.

Found in MarketingCharts 101818, Invoca surveyed 1,000 US consumers, finding that when making a typical purchase of less than $100, just 9% feel that the ability to understand their emotions is the most important attribute a salesperson can display. But when they were asked about making stressful or complicated purchases, 25% said that emotional quotient (EQ) is most important.

Consumers attribute a range of characteristics to high EQ interactions. However the most important are:
⦿ Problem-solving (90% identifying as important or very important);
⦿ Support (89%);
⦿ Efficiency (88%); and
⦿ Adaptability (87%).

These generally reflect what consumers to be the most important aspects of a great customer experience, which revolve around speed, convenience and efficiency.
Humans Still Preferred
Seven in 10 respondents believe that brands will mostly rely on artificial intelligence (AI) for communications 5 years from now, but that doesn’t necessarily mean they’re excited about it.

Eight (8) in ten (10) respondents feel that human representatives in person offer the best emotional quotient, with human representatives on the phone (49%) perceived as offering the next-best interactions. Far fewer feel that voice assistants (24%) and chatbots (22%) can offer a solid emotional quotient, indicating that human interaction is still crucial.

In fact, recent research has found that in the US, almost 2 in 3 consumers (64%) feel that companies have lost touch with the human element of the customer experience, and 71% would prefer […]

By |October 19th, 2018|Media Notes Canonical|Comments Off on What Do Emotional Interactions With Brands Mean For Consumers?

Internet Adoption, Social Media Usage Have Been Flat Since 2016

While the overall numbers have peaked, there is still growth and change within categories.

A new Pew Research Center study indicates the use of social media and internet adoption more broadly are flat. Greg Sterling writing in Marketing Land (100118) stated ‘The organization found the percentages of users who own smartphones, use social media and the internet overall is roughly identical to 2016 figures, or even down slightly.

◉ The shares of U.S. adults who say they use the internet, use social media, own a smartphone or own a tablet computer are all nearly identical to the shares who said so in 2016.
◉ The share who say they have broadband internet service at home currently stands at 65%, nearly identical to the 67% who said this in a survey conducted in summer 2015.
◉ And when it comes to desktop or laptop ownership, there has actually been a small dip in the overall numbers over the last two years, from 78% in 2016 to 73% today.

Imagine, only 65 percent broadband penetration. What is striking about the above excerpt from the report is that broadband internet penetration stands at only 65 percent of all US adults.’ One of the reasons for this surprisingly low penetration is an aging America who never adapted to tech and the price of entry. ‘Pew says that multiple factors are standing in the way of further penetration:rural availability, cost, complexity or basic lack of interest.

On the latter point, a Pew survey in 2013 found that about 34 percent of non-internet users had no interest in going online and said the internet wasn’t relevant to their lives.

By |October 2nd, 2018|Media Notes Canonical|Comments Off on Internet Adoption, Social Media Usage Have Been Flat Since 2016

Nearly Half of Young Facebook Users Have Taken A Break From the Platform


Some forty-two (42%) percent of Facebook users ages 18+ report having taken a break from checking the site for several weeks or more at some point in the past year, according to survey results from the Pew Research Center. That includes a high of 47% of users ages 18-29, per the study.

The survey, which was fielded in late May and early June (a couple of months after the Cambridge Analytica story had broken), reveals a seemingly higher degree of discomfort with Facebook among its younger than older users.

Although there wasn’t a huge age gap in terms of taking a break from the site (4 in 10 users ages 65 and up also had), there were considerable differences in other actions taken.

64% of 18-29-year-olds Facebook users reported having adjusted their privacy settings on the platform within the previous 12 months. That was roughly double the share (33%) of users ages 65 and older who reported having done so.

Younger users were also far more likely to say they had deleted the app from their phone. While 1 in 4 Facebook users overall said they’d done so, that figure jumped to 44% among 18-29-year-olds, almost 4 times the rate of the oldest bracket (12%).

The results continue what has been a steady run of difficult news for the social networking giant as relates to youth. That has been most true for teenagers, who have drastically shifted their preferences from Facebook to Instagram and Snapchat in recent years, leading one firm to question if teen use of Facebook had peaked.

The latest Pew survey turns up another ominous sign for Facebook: it […]

By |September 25th, 2018|Media Notes Canonical|Comments Off on Nearly Half of Young Facebook Users Have Taken A Break From the Platform

US Digital Buyers Stick Close to Home … For Now!


Thanks to digital commerce, a shopper anywhere in the world can buy light fixtures from Scandinavia, cosmetics from South Korea or furniture from North Carolina without leaving their house. But compared with other countries, relatively few US online buyers engage in cross-border ecommerce.

As Krista Garcia wrote in eMarketerRetail, ‘According to a May 2018 PayPal and Ipsos survey, roughly one-third of US online buyers had made a cross-border purchase digitally in the past 12 months. The majority (66%) find all the retailers they need on their home turf. The US tied with India for third place, ranked by countries that shop online domestically. Only Germany (68%) and Japan (94%) had higher levels.
The eMarketer Ecommerce Insights Survey, conducted in July 2018 by Bizrate Insights, showed that just 10.8% of US internet users had bought from a foreign site in the past 30 days. This figure is lower than PayPal’s because it covers a shorter timeframe and includes all internet users, not just digital buyers. There wasn’t wild variance with age. The most active age the 30-to-39 age group (14.4%), the lowest incidence occurred with those 60 and older (9.6%).

Half of these sales occur on a desktop computer, according to PayPal, while 32% were via smartphones, which was a much higher rate than neighboring Canada (15%) and higher than all of the 16 countries in Europe included in the survey.

But will it last? Will US digital buyers cross their regional trends today to expand in the future?

This is the state of U.S. Adult Media Consumption today:

As you […]

By |August 3rd, 2018|Media Notes Canonical|Comments Off on US Digital Buyers Stick Close to Home … For Now!

For Retailers Digital Transformation Hinges On Customer Experience

You Have To Be Agile At ‘The Speed Of Social’

According to the annual digital trends study by Consultancy and Adobe, retailers worldwide who were surveyed at the end of 2017 and into 2018 plan to put a great deal of effort into omnichannel marketing and customer experience this year. 

The two most exciting opportunities cited by retailers for 2018 were optimizing the customer experience (23%) and data-driven marketing focusing on individuals (19%). These were the top opportunities cited by all sectors surveyed, but more retailers were in agreement. 

The two areas where other sectors had far more excitement than retailers were creating compelling content for digital experiences (14% vs. 7%) and using video to increase brand engagement (9% vs. 4%). It is also likely that retailers are already on top of content, visuals and video as merchandising and selling tools.

Looking back, most retailers also said optimizing the customer experience was the biggest opportunity last year (18%). Social marketing turned out to be the next biggest opportunity in 2017 (16%). It also appears that retailers have a better grip on mobile this year. The number of retailers who said understanding how mobile users research and buy products will be very important for digital marketing over the next few years shrunk considerably between 2017 and 2018 (79% vs. 62%). Using offline data to optimize online experience as well as using online data to enhance offline channels have both grown in priority. 

When asked by Econsultancy and Adobe about digital-specific priorities for 2018, targeting and personalization was at the top for 34% of retailers in North America and Europe. (Retailers in Asia-Pacific […]

By |May 31st, 2018|Media Notes Canonical|Comments Off on For Retailers Digital Transformation Hinges On Customer Experience

The Changing Face Of Retail


The death of brick & mortar is far from imminent. Since the collapse of some of the older retail names, many of which have floundered for years, there is a resurgence toward innovation. This includes new ways to engage with audiences and understand the changing consumer dynamics that are determining the way they shop.

The story of the millennial, as written in The Drum (042618) by Apostles Lambrianides, is familiar. Born between the early 1980s and early 2000s, they are digital natives who have grown up and natured with mobile technology and as such expect to be able to use it in every aspect of the life. Constantly on a variety of social media platforms to document their every move, and updating their profiles to project how they’d like to be seen by the world, the convenience of he mobile device is paramount to this group. And unsurprisingly, the millennial population is more likely to start and end their journey on their smartphones than any other age group, who have started turning their mobile device into a handheld wallet.

Per Greg Sterling writing in MarketingLand (042618), ‘The bar is getting higher for retailers and most of them won’t clear it.’ Much of that is due to the lack of understanding many brands/retailers have with the audience that is out there today. ‘Some 40% of millennials use Facebook to connect to brands, followed by email, websites, Instagram and Twitter, per Euclid. Millennials are less receptive to retail ads than baby boomers or Generation X, but are more receptive to email marketing and “twice as likely to say that interaction with knowledgeable sales staff influences their purchasing decisions,” the […]

By |April 28th, 2018|Media Notes Canonical|Comments Off on The Changing Face Of Retail

In-Store Shoppers Like Initial Mobile Alerts

She walks into your brick & mortar store and receives a mobile alert from you. About a third (34%) of shoppers rank receiving promotional and sales information, sent directly to their phone when entering a store, as important. Now you have added another reason why she is assured she is in the right place and should stay in your store.

Part of a cementing factor in building shopper confidence with your store and/or brand, having her feel comfortable from the outset is extremely important. But before you think this is a sales person coming out of nowhere to greet and assist her…think again. Almost all, ninety-five (95%) percent of shoppers want to be left alone while shopping except when they need a store associate’s help.

Thanks to a new study study comprising a survey of 2,900 U.S. and Canadian consumers ages 10 to 73, conducted by HRC Retail Advisory, in an article written by Chuck Martin in MediaPost, in-store shoppers are facing more technology-driven features, but are interested in some more than others, according to a new study. To restate, about a third (34%) of shoppers rank receiving promotional and sales information, sent directly to their phone when entering a store, as important. Almost all (95%) shoppers want to be left alone while shopping except when they need a store associate’s help.

Mobile payments was considered important by only 8%.

However, nearly 30% of shoppers said that being able to pay a sales associate from anywhere in the store was important. Free in-store Wi-Fi was important to 30% of shoppers overall, with a higher rate among younger shoppers. For the future, in-store Wi-Fi is extremely important.

‘As consumers begin […]

By |March 21st, 2018|Media Notes Canonical|Comments Off on In-Store Shoppers Like Initial Mobile Alerts

Social Media Influences Millennials’ Purchasing Decisions


Social media channels are now the main sources of news, opinions and debate. According to Shaz Memon writing in HuffPost (032317), ‘logging on and ‘liking’ are daily interactions. The number of friends and followers you have has become central to personal happiness and professional success. We are social.

Born between the early 80s and early 2000s, millennials live life online. Also known as Generation Y or Generation Me, this is a group that has become defined by the digital world and has prompted the huge cultural shift towards capturing every moment on camera phones, in tweets and Snapchats for the rest of the world to see.’

This has been caused by the death of newspaper, all the world’s a stage and an opinion of out with the old.

The death of newspapers and their reluctance to immediately jump in to the digital and mobile arenas, allowed for social media platforms to explode and take the eyeballs away from them. The ‘all the world’s a stage’ comment is that everyone wants attention to what they have to say. The world today is in fact their stage. And they express it constantly. Then there is the opinion ‘out with the old’. This can be seen everywhere. They want to throw everybody out (look at the past Presidential election) and they have very little patience with the elderly. They really want noting to do with the past. Therefore, your being in business since whenever, doesn’t play to this audience.

Social media has changed all of that and it rules today.

Social media brings the customer closer to their favorite purchases and has forced business to rethink their entire marketing strategy.

Why do brands spend […]

By |January 4th, 2018|Media Notes Canonical|Comments Off on Social Media Influences Millennials’ Purchasing Decisions

How Retail Will Target In 2018


The world of television as an advertising medium has been the backbone of retail for a number of decades. Advertise and in came the traffic, through the front doors an into the cash register. But, beginning with the advent of digital and mobile, everything changed. Television viewership dropped while the shopper became the person in charge. So while everyone was yelling and screaming how low they could go, and another sale began on Monday, Tuesday, Wednesday, Thursday and of course, Friday, the customer simply ignored and silenced herself behind digital and mobile instant gratification security of shopping, on her time and place.

So television extended the ratings window from overnight to +7 days to keep the ratings numbers reflective of the price one paid. But that only lasted until those numbers began to slide. Digital and certainly now mobile began to dig in and take over the customer’s attention.

As Alexandra Bruell wrote in the Wall Street Journal (12.20.17), ‘TV networks have been selling, serving and measuring ads with the same systems and processes for decades. But times are changing. More people are buying smart TVs that are connected to the internet, and independent tech firms are finding new ways to gather data about the viewing of shows and ads on individual TV sets.’

One such company is ‘Sorenson’s technology which overlays existing ads on smart TVs with new, more targeted advertising. Sorenson is now quietly making waves in media measurement and addressable advertising. The company has technology that can detect and analyze what’s on a smart TV screen, and then replace an ad with one supposedly better targeted for a specific household.’

What? What was that? […]

By |December 21st, 2017|Media Notes Canonical|Comments Off on How Retail Will Target In 2018

Facebook To Reportedly Develop Facial Recognition Technology To Help Stores Enhance Customer Service


Facebook has been in the process of developing a facial recognition tool linked to cameras in high end shops which will allow the staff to improve their customer service by gaining insight into customer’s user profile, it has been reported.

Facebook reportedly has applied for a patent for a technology that will gauge customer’s emotions and brand choice by leveraging their Facebook profiles through crowd-scanning technology.

As reported by The Times, Facebook, in its patent application, has mentioned that it wants to provide improved customer service to visiting customers of a brick-and-mortar merchant location.

Facebook is further working on facial recognition to allow payment at store checkout.

By |December 4th, 2017|Media Notes Canonical|Comments Off on Facebook To Reportedly Develop Facial Recognition Technology To Help Stores Enhance Customer Service