On today's episode, we discuss which brand does the best job of empathizing with digital customers, systemic failings of customer experience (CX), and how to keep the integrity of your CX intact when prices are out of control. "In Other News," we talk about the best retailer mobile app to enable a seamless omnichannel experience and the most important thing to get right when thinking about returns. Tune in to the discussion with our analyst Patty Soltis.
Burger King, McDonald’s, and Crispy Fantasy (yes, this is work-friendly) have all launched marketing campaigns that make what’s old new again.
iPhone charger removal results in $19 million fine: Apple gets dinged in Brazil for forcing new iPhone users to fork out more cash for necessary chargers—it’s the latest case against its consumer hostile decisions.
Younger consumers tighten budgets and rely on rewards programs to splurge on leisure activities.
The ad industry lost 8,700 jobs last month: Legal, tech, and economic issues have created a perfect storm that the industry will struggle to crawl out of.
Roku’s smart home play: It’s leaning on its installed base of connected TVs as hubs for affordable smart home cameras, doorbells, and lights.
Will Microsoft’s Activision deal close? The acquisition is looking shaky following a report from a UK antitrust watchdog.
Hispanic Heritage Month saw many swings and misses: A powerful and growing consumer group continues to be underserved by the marketing community. What could go wrong?
With Apple TV+, ad-supported streaming becomes the norm: Apple’s service is one of the last to hop on the AVOD trend, but its ad ambitions go much further.
Just 18% of US social media users are confident that Facebook protects their privacy and data, down from 27% last year. Confidence is particularly low among the oldest and youngest users surveyed, at 10% within the baby boomer generation and 18% within Gen Z.
Microsoft’s shrinking Surfaces: Microsoft’s hardware offerings were meager this year as the company focused on popular products while remaining mum on its more daring moonshots.
Intel on the ropes: Competition, uncertainty, and stumbling PC sales could have Intel preparing to lay off thousands of employees when it is also seeking billions of dollars in investment for new factories.
Netflix brings on third-party ad measurement partners: The streamer is trying to ease concerns about its effectiveness and unusually high CPMs.
The World Cup gives ad spending an end-of-year-boost: The soccer (or is it football?) tournament is a hot spot for ad spend, but isn’t without its serious controversies.
A longer-than-ever holiday season is hurting advertising: Ad effectiveness gets diluted by an endlessly long shopping season that only starts earlier every year.
TikTok’s videos are ideal vehicles for misinformation: Misleading short-form videos are going viral on TikTok and competing platforms, proving that video is difficult to regulate.
PC sales spiral but Mac sales are up 40% YoY: Cooling PC demand and uneven supply have contributed to a YoY contraction of 15% that’s likely to stretch into Q4. Apple’s steady supply has helped its growth.
Burnout is endemic to being a creator: 80% of creators said they’re burned out, citing constant changes from platforms as the primary factor.
Beginning January 1, 2023, the California Privacy Rights Act (CPRA) will take effect, though enforcement won’t begin until July.
US spending on marketing technology (martech) will hit $21.14 billion this year, up 14.3% from 2021. Despite a dip in growth, spend will continue to rise by double-digit rates through the end of our forecast period in 2024.