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Monday’s Marketing Minute: Driving Customer Loyalty, Consumers Trust Ads Alongside Content

Happy Monday, y’all! Ready for another great week, if you missed it check out my blogging recap for September, traffic up 21%!

 

Interesting data from XM Institute on how customer loyalty is impacted by CX. In short, they found that a very good customer experience greatly impacts how likely that customer is to purchase from and recommend a company. “The vast majority of consumers surveyed who rated their experiences with 319 companies tracked as very good indicated that they would purchase more from the company (94%) or would recommend the company (94%). Some 9 in 10 (89%) would trust the company after very good CX performance, while more than three-quarters (77%) would forgive a bad experience after such an experience. On the other hand, just 13% of those studied who reported a very bad experience with a company would recommend it.”

 

 

More than a third of consumers say their trust in brands grows after seeing its content alongside news. Additionally, the study from IAB found that 84% of consumer said their trust in brands grew or was unaffected when viewing this content. The larger question I would have is how is trust in the regular news content affected by seeing ads inserted alongside the news content? Personally, I tend to view sites as less credible if they are constantly mixing in ads alongside news.

 

Great recap of shopping trends for the Holiday season from Adobe and Avantis. I agree that shoppers are desperate for a return to normalcy, but also will be looking for deals and want an order online/pickup in stores option. Covid is absolutely changing shopper and consumer behavior, and smart companies are tracking these changes and adapting their service, support and offerings.

There’s your Monday Marketing Minute, hope your week is off to a fantabulous start, see you tomorrow!

About Mack Collier

My name is Mack Collier and I am a digital marketing and content strategist located in Alabama. Since 2006 I've helped companies of all sizes from startups to global brands such as Adobe, Dell and Ingersoll-Rand, create customer-centric programs, content and experiences. A long-time internet geek, I've been online since 1988 and began using social networking sites in 1991 when I joined Prodigy. Today, I help companies understand how new technologies like web3, crypto and artificial intelligence can integrate with existing marketing strategies to lead to exceptional customer experiences.