Customerland

Recent research from?SAPand Emarsys reveals a major shift: 57% of U.S. consumers no longer show true loyalty to consumer product brands. That’s more than half the market essentially saying,?“We’re not committed. Give us a reason to be.” This makes me go "hmmm...". Big thanks to Meghann York at SAP for unpacking the data with me. https://lnkd.in/ecGfKiDc

Social media may dominate the marketing space for new businesses, but there’s a growing trend toward diversifying strategies. Thanks to Dave Charest at Constant Contact for today's marketing perspective. https://lnkd.in/eCpSUg_N

Talkdesk’s survey revealed that?88% of consumers used AI?during the 2024 holiday shopping season. That figure alone marks a turning point—AI isn’t niche. It’s now?central to how people shop. I spent some time with Edward (Ed) Durbin and Michael Klein unpacking the research. Get the full scoop here: https://lnkd.in/eavrD6f3

Things I learned in my recent conversation with Amanda Mosseri Oren of RELEX Solutions: 1) Transparency isn’t just about meeting regulatory requirements—it’s also a smart business move. More detailed lot-level tracking, like monitoring expiration dates, can lead to better forecasting by factoring in how consumers actually shop—such as reaching for the milk with the longest shelf life. It’s a clear example of how traceability can reduce waste, improve inventory control, and deliver measurable ROI. 2) Transparency also lines up with shifting consumer expectations, especially among younger buyers who value sustainability, local sourcing, and authentic brands. These preferences are reshaping product demand, too—Generation Z, for instance, is fueling growth in non-alcoholic beverages, a trend that’s been front and center at recent food industry trade shows. Still think supply chain transparency is a fad? Keep thinking. https://lnkd.in/eh-B3-fw

Marketing quote of the day (maybe the year): “When you can measure what you are speaking about, and express it in numbers, you’ll know it and be able to speak of it.” Exactly how to measure that you are speaking about? For that you'll want to read Robert Passikoff on Brand "Temperature". https://lnkd.in/eKVFNsw6

With the global loyalty market projected to reach $214.7 billion by 2028, according to the Global Loyalty Programs Market Intelligence and Future Growth Dynamics?Databook,?the trend towards coalition programs is expected, at least in part, to be a key driver of that growth, offering consumers a clear and enticing value prop. Thanks to Sarah Jarvis at Eagle Eye for critical perspective. https://lnkd.in/eCD8ij5q

Q. How do you see the balance between virtual agents and human agents evolving in customer service? I had a chance to ask that very question to Vinod Muthukrishnan, VP & COO of?Webex Customer Experience Solutions recently. It ended up being not only a fascinating conversation but, in the end, very, very instructive. https://lnkd.in/eWTzAkb5

I had a chance to sit down with?Gurhan Kok, founder and CEO of?invent.ai, to get his thoughts on the what, how and where of AI at the present moment – and where it will be taking retail in the near future. https://lnkd.in/e92Ww8Ec

One of the most striking findings is that a whopping 74% of Gen Z consumers and 70% of families with children consider sustainability “extremely” or “very” important in their purchasing decisions. 3/4 of any purchasing cohort is worth paying attention to. Just sayin'. Thanks to Joel Percy of Eagle Eye for these insights. https://lnkd.in/eBrKKyMv

Unlike a traditional economic downturn, where demand signals tend to follow familiar patterns, tariff implementations and revisions introduce a high degree of volatility, making strategic planning exponentially more complex. In a recent conversation with Duleep Rodrigo, KPMG US Consumer and Retail Sector Leader, we examined the real impact of tariffs on retailers, brands, and consumers—and the findings challenge some prevailing industry assumptions. https://lnkd.in/e84d_XvR