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Consumers increasingly value high-quality customer service and the ability to co-create their brand experiences with the companies themselves, which has led to brands implementing more immersive technologies to create more customized loyalty program experiences

August 15, 2018

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Bonin Bough

Bonin Bough is the host of the CNBC show Cleveland Hustles with executive producer Lebron James. Prior to hosting the show, Bough was the VP of Global Media and Consumer Engagement at Mondelez International. He enjoys reading magazines and is an avid supporter of 140 characters on Twitter.

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Alexander Rea

Alexander is creative technology officer at DDB, a marketing and advertising agency that relies on insights into human nature, respect for the consumer and the power of creativity. Alexander designs interactive technology experiences (web, mobile and installations) with an emphasis on craft, scalability, process and methods.

Statistics

Number of advertisers using video in direct response campaigns across Facebook platforms increased 3.8x

Only 8% of consumers are 'very satisfied' with marketing emails

62% of consumers believe that sharing data is part of the modern economy

77% of millennials are turned off by advertising that portrays their generation using clichés

79% of consumers will leave a brand if personal data is used without their knowledge

VR could be as big as Netflix in the U.S. by 2022

94.8% - percentage of marketers who have made live video important part of 2018 strategy

78% of marketers working in beauty, fashion, and luxury industries have leveraged influencer campaigns

85% of marketers say location-based advertising helped them grow customer base

Target's digital sales were up 28% in the first three months of 2018

By 2020, Cainiao will apply AI algorithms to drive smart routing in 40,000 Chinese villages that will shorten the average delivery journey by 30% in rural areas

US adults aged 18-29 are more than 3 times as likely to say they’d have a 'very hard' time parting with the internet or their cellphones than TV

Global e-commerce spend will climb 15% to reach $2.4 billion in 2018

Consumers will spend an average of 9.73 hours per day with personal media in 2018, and 38% of that will be online content

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Marketers eye Amazon as advertising alternative to Facebook/Google

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Adidas, AMEX, Tropicana and Paramount Pictures among brands to test wide-format video ads on Pinterest

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Expert Quotes

“Social is a must-have for automotive dealers with the increasing amount of time people spend on social media and their desire for a shopping experience that meets them where they are. The combination of powerful Cars.com advertising and targeting with the efficiency of social as a selling channel is a win-win for dealers and manufacturers. Cars.com is innovating at the speed of retail and leading the way for social selling in automotive.”

Alex Vetter. CEO, Cars.com

“Great marketing, great sales, great communication is about providing epiphany moments. What’s the advantage of an epiphany moment? [Customers] feel bonded to whoever provided that epiphany. People feel grateful. There’s an emotional attachment…”

Chris Voss. Former investigator, FBI

“Avon was the first social selling company to help entrepreneurs to ‘make it happen’, and we wanted to give our Representatives and other trailblazers a platform to spotlight their own journeys. We are thrilled to share their motivating, candid stories of achieving success on their own terms. Every episode will inspire our listeners to break down barriers and take bold steps forward in their own lives.”

Evy deAngelis. Avon, Executive Director of Sales Development

“It behooves brands to not have a one-way kind of messaging. They have to open up a two-way conversation to engage consumers with content.”

Dario Spina. CMO, Viacom Velocity

Instagram “stories are so impactful as a content format for a variety of reasons due to the in-the-moment, ephemeral feel of the content from a consumer’s perspective. This format created urgency and exclusivity for would-be shoppers—a key tactic for brands and retailers alike to increase conversion.”

Kamiu Lee. CEO, Activate

“Video is rising as the most important format in the digital world and for that reason, should not be a standalone feature, but part of a broader strategy.”

Pablo Gomez. Head of Media and Digital North Asia/Southeast Asia/Pacific, Kantar Millward Brown

“Great marketing creates its own distribution. Never before have consumers been so receptive to being entertained by a brand in their native environments. What consumers want from brands is to be entertained.”

Jake Katz. Senior Vice President Of Strategy, Trailer Park

“Advertising formats that are useful to consumers—I think there needs to be a lot more innovation on that front. The good news is with the advent of augmented reality, virtual reality, machine learning and those things, I think there’s a potential to make that happen.”

Marc Pritchard. Chief Brand Officer, Procter & Gamble

Putting ads in front of customers has been “great for building awareness. But the No. 1 thing that will drive them back to us is not marketing, but experience.”

Niraj Shah. CEO, Wayfair

“Exceptional service, though carefully architected backstage, should look spontaneous and personalized on stage.”

Bruce Jones. Senior Programming Director, Disney Institute

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