Browsing Category
Consumer Sentiment
108 posts
Do Consumers Really Want Control Over Their Data?
It was surprising how much women did not like targeted ads, given that statistically speaking, more ads target female shoppers than male shoppers. This should serve to caution online advertisers of a few things: how they collect their data, how accurate it is, and how frequently it’s being used.
Passikoff: Leading with Brand Values
Be a real brand. Defend your heritage. Build your brand values. Create emotionally engaging advertising to reinforce brand differentiation, consumer gratification, and customer loyalty. You know, brand stuff.
Who’s Buying the Victoria’s Secret Rebrand?
Is it too-little, too-late for Victoria’s Secret rebrand? It feels like Victoria’s Secret has been falling out of…
Passikoff: Victoria’s Secret is a Study in Market Tone-Deafness
Victoria’s Secret brand loyalty is down. The brand needs a new flight path for the evolving retail atmosphere, or it will continue to pay the price.
Behavioral Economics is dead – Long Live Behavioral Economics!
At this moment, behavioral economics is in market correction – we have passed the ‘peak of inflated expectation’, suffered through the ‘trough of disillusionment’ and are firmly on the ‘slope of enlightenment’ – now is the time we find the true value of behavioral economics.
Practicing Digital Empathy at Scale
Until now, 'digital empathy' has been a design approach - informing the ways the user experience and processes are designed (the core of human-centric design) but it is still at heart 'empathy as a process'.
Consumers Want Brands to be More Human
Given the permanence of changes in customer behavior, identifying and adjusting to the new consumer psychology is a priority.
What Customers Want Most From Brands Today
We all know that customer expectations are at an all-time high and that the pandemic has forever changed the way consumers interact with brands.
Consumer Anxiety, Hope and Your Products
If market research reveals that consumers already have strong anxiety about outcomes from new product adoption, it would behoove marketers to develop communications that evoke strong hope rather than trying to downplay anxiety
Overcoming Privacy Inertia in Financial Services Means Innovating for Trust
Transparency bridges that gap. Authenticity fills the void. Asking for permission, as it turns out, is more effective than making an apology.
Making Out Marketing – the Next Stage of Selling with Sex
Selling sex in 2021 looks very different from previous iterations, like the ’90s “heroin chic” era.
3 Ways to Build Retail Trust
Consider this: Only 11% of consumers trust retailers to properly handle data breaches, according to a survey by First Data.
What Even is Consumer Behavior?
Consumer behavior has been studied scientifically for nearly a century. However, two of the biggest inflection points have come recently: technology and neuroscience.
Passikoff: Consumer Expectations are the North Star
On average an annual increase in consumer expectations of 28% might reasonably be anticipated. Brands, on the other hand keep up by five to seven percent leaving an enormous gap between what consumers truly desire and what they see brands delivering.
Passikoff: Consumer Expectations are the North Star
On average an annual increase in consumer expectations of 28% might reasonably be anticipated. Brands, on the other hand keep up by five to seven percent leaving an enormous gap between what consumers truly desire and what they see brands delivering.
The Customer-Centric Elephant in the Room
This new purpose is a huge deal as it represents a fundamental shift from “shareholder value” to “stakeholder value.”
The New Consumer Faces an Anxious Future
We want to see, hug and smile at our friends and family again. To say “cheers!” and mean it. We hope for an end to this abyss. But we are also angry, disappointed and solitary survivors of our very own annus horribilis.
Passikoff: Brand Innovation is a Really Big Deal
When new brands do show up in our innovation survey it’s a big deal. A really big deal. Consumers’ views of innovation have become bigger deals these days because innovation has a very definite half-life.
Why Communicating Values is Key to Brand Loyalty
If 2020 has taught us anything, it’s that in these uncertain times customers are looking to the brands they interact with the hope that they act and communicate in a human, authentic and appropriate way.
What Do Your Customers Want For The Holidays? Confidence
We’re more than six months into a global pandemic that’s still rampant. Your prospects and customers are tired, lonely, and anxious.
What Do Your Customers Want For The Holidays? Confidence
We’re more than six months into a global pandemic that’s still rampant. Your prospects and customers are tired, lonely, and anxious.
Electoral Engagement Vote is In: Biden 88%, Trump 74%
The most recent wave of research found Joe Biden’s overall electoral engagement rating among Democratic voters 14% higher than Donald Trump’s rating by Republicans.
Unobtrusive Measures: Passikoff on What Consumers Aren’t Telling You
No one should approach the temple of marketing research with the soul of an accountant. I was making…
PODCAST: Mitigating Customers’ Choice Overload to Increase Conversion
Marketing professionals can mitigate the effects of choice overload by optimizing the user experience with timing, presentation, framing, decision time augmentation, simplification through binary choices and offering default options.
Your Brand Values Have Never Mattered More
Brand values have been a center-stage topic in recent months, as people of all ages, ethnicities, and religions have been challenged to reassess how they look at the world and behave in it.
FRANKLAND: Amazon Almost Gets the Entitled Consumer
Today marks the first in a regular series that Dave Frankland will be writing for TheCustomer. Dave literally wrote the book on the entitled consumer. His work has appeared in the New York Times, The Economist, CNN’s Situation Room and Ad Age.
REPORT: The Consumer Trust Index Points (Way) South
More than one third of Americans (35%) have indicated that they have virtually no trust in a promised COVID-19 vaccine, and was the critical finding in the 9th wave of coronavirus consumer sentiment research conducted by TheCustomer, Brand Keys and Suzy.
Count on ‘Seismic’ changes in consumer spending habits
Consumer spending habits are rapidly changing and brands need to adapt to the opportunities to cater to a ‘new normal’ of remote working and altered shopping frequency, a new study says.
REPORT: Brand Keys Loyalty Leaders 2020 Announced
Medical and Economic Pandemics Significantly Alter Brand Allegiances 20% of Brands Are New to Top 100: Disney, Clorox,…
Loyalty Deniers: Passikoff on Winning Real Brand Loyalty
A recent article expressed the opinion that, aside from fixated fans, there's no such thing as brand loyalty. The science says otherwise.
CX in 2020: Changing Customer Habits Due to COVID-19
If you don’t understand how COVID is fundamentally reshaping customer habits and preferences, then nothing else will really matter.
Conversations with TheCustomer: Robert Passikoff on Measuring Patriotic Brands
Earlier this month we published the findings from the 18th annual "Most Patriotic Brands" survey as compiled by Brand Keys.
The Brand Switching Scramble: Chaos is Breeding Lots of Opportunity
Facilitated by an unprepared supply chain, store closures, and economic turmoil, the scale of brand switching in 2020 has been extraordinary.
Look down the Road: Passikoff on Consumer Values
What you need isn’t a high-def photo, you need a digital motion picture supercharged with psychological acuity.
Coronavirus Anticipation Index V.2 – August, 2020
By indexing the changes in anticipation for 21 key activities over time, American consumers are showing us when they think it will be ok to go back into the water.
Goya-Gate: Passikoff on Brands and Politics
... then things went horriblemente desgastada para la marca or “horribly wrong for the brand ...
When & Why Customers Share Brand Engagements
Asking people to share their brand engagements without a proper understanding of human motivation is little more than wishful thinking.
The Coronavirus Anticipation Index – July, 2020
By indexing the changes in anticipation for 21 key activities over time, American consumers are showing us when they think it will be ok to go back into the water.
Building Customer Data Protocols to Emphasize Trust
As shoppers shift toward more trust-based transactions, several companies are surging ahead to lead the new customer dynamic.
The Cost of (Consumer) Confidence
The pandemic has clobbered consumer confidence, creating challenges and opportunities to which every organization — brand owners, especially — must respond.
Conversations with TheCustomer: Phil Rubin, CEO of rDialogue
Recently Phil and I sat down to talk about their just-released white paper, “The Power of Brand Loyalty in a Post-COVID World“, and how the psychology behind it has shifted, how the mechanics powering it need to, and how vitally important it is that brands understand how much has just changed.
Chuck E Cheese Needs Some Pizza Love During The Pandemic
Chuck E. Cheese’s 2019 same-store sales were on, what one might charitably call, a “relaxed rise” (about 2.7%) after flat-to-negative sales the 2 years prior.
Survey: The First Thing People Are Going To Do After Quarantine
We surveyed American consumers on the first activities they are most looking forward-to after quarantine restrictions are lifted.
Covid-19 Consumer Behavior Reaches Saturation Levels 60 Days In
We seem be reaching a behavioral plateau of sorts.
SURVEY: How Coronavirus is Changing the American Lifestyle
National survey tracks 18 consumer lifestyle activities affected by Coronavirus and it's effects on day-to-day lives of Americans.
Fostering Trust and Transparency in the New Customer Age
The CxO Report Deep Dive: The Road to Trust and Transparency, offers guidance to people charged with implementing trust-factor initiatives.
Coronavirus & The American Consumer
Suzy just published the results of a survey to determine how the American consumer is reacting to, and anticipating the future of Coronavirus.
Big Environmental Pledges Aren’t Necessarily Moving Brand Trust
UK consumers are increasingly prioritizing environmental issues, with 64% citing plastic pollution as their number one concern but brand trust doesn't necessarily follow.
What Actually Is Design Thinking?
Design thinking eschews traditional development processes in favor of an agile, flexible method for developing products and services with a unique focus on the customer.
There’s a Reason for Chick-fil-A’s Customer Service Obsession
There can be no denying Chick-fil-A's customer service supremacy. In-store and drive-thru, they have figured out how to impress with friendliness and efficiency in ways that bring back even the hardest customers.