Public Relations & Social Marketing Insight

I first drew a version of this cartoon years ago sitting behind the focus group one-way mirror while working at General Mills. We held a lot of focus groups, many of them in a Minneapolis suburb called Eden Prairie. We used to jokingly refer to those focus group respondents as “The Oracles of Eden Prairie.”

We seemingly brought just about every marketing idea to the Oracles of Eden Prairie for inspiration and direction. But what frequently happened is that we would listen for statements that confirmed what we already believed and then disregard the rest. I learned that focus groups can be a great tool for confirmation bias.

The Wall Street Journal recently wrote about how focus groups are gradually being displaced by technology-driven tools like social listening. As Seventh Generation’s Maureen Wolpert put it: “It’s very expensive to find that progressive-leaning, millennial new mom who has the time to attend a focus group. This is a way to listen in on the conversation moms are having and to really see their problems.”...

As we approach the year's second quarter, Google is already returning over 46,600 results for “digital trends 2017.” And if you’re in the digital marketing space, there seems to be an unspoken rule that you must always have an opinion on what the key trends will be for the year ahead.

But could it be that we’re all stuck in an industry echo chamber? As it turns out, some new research from Code Computerlove might burst that bubble.
Code Computerlove surveyed 1,000 U.K. adults to find out what they really think about these trend predictions -- things like voice search, virtual reality, and chat-bots. That data was then compared to what’s actually making the most noise online. Some key findings included:

• Mobile payments are the most sought-after technology in 2017.
• 9 out of 10 consumers claim to have no interest in using augmented reality in the near future.
• 1 in 5 people surveyed aim to spend less time in front of screens this year....

So why is this? Why do some societies not encourage casual smiling? I got my answer, or at least part of one, when I stumbled across a new paper by Kuba Krys, a psychologist at the Polish Academy of Sciences. In some countries, smiling might not be a sign of warmth or even respect. It’s evidence that you’re a fool—a tricky fool.

Krys focused on a cultural phenomenon called “uncertainty avoidance.” Cultures that are low on this scale tend to have social systems—courts, health-care systems, safety nets, and so forth—that are unstable. Therefore, people there view the future as unpredictable and uncontrollable.

Smiling is a sign of certainty and confidence, so when people in those countries smile, they might seem odd. Why would you smile when fate is an invisible wolf waiting to shred you? You might, in those “low-UA” countries, even be considered stupid for smiling.

Krys also hypothesized that smiling in corrupt countries would be, um, frowned upon. When everyone’s trying to pull one over on each other, you don’t know if someone’s smiling with good intentions, or because they’re trying to trick you....

As anyone who has ever walked into a supermarket to buy a gallon of milk and left with a cart full of impulse purchases knows all too well, grocery shopping can be a complicated process. To help brand marketers decode consumers’ path to purchase, Food Network Magazine partnered with research firm Open Mind Strategy to survey nearly 2,000 people (half of which were magazine subscribers) about their grocery shopping experiences, behaviors and attitudes.

“It’s difficult to categorize consumers as one type of shopper or eater—they want it how they want it and when they want it,” said Food Network Magazine vp, publisher and CRO Vicki Wellington. “They’re also more attuned than ever to ingredients and packaging: Less is more in regard to ingredients, and clear or transparent packaging suggests wholesomeness and ‘better for you.’”

And while the study found that e-commerce is growing, brick-and-mortar retailers need not despair just yet. “The majority of people still want to smell, see and choose their own products, particularly fruits and vegetables,” explained Wellington.

As Big Data matures beyond the hype, organizations are re-evaluating how they approach it. Jascha Kaykas-Wolff, CMO at Mozilla, describes an interesting strategic shift from “Big Data” to “Lean Data”:

“For growth-minded companies, collecting customer data for the sake of collecting data is more risk than the rewards can usually justify. Instead, we should be looking for ways to collect less data and go lean. Why? Because our collection tools create expensive overhead and risks that are impacting the trust of our customers in a negative way…

“For the most part, compiling bigger and more complex sets of customer data will not lead to the big profit and marketshare breakthroughs that Big Data promises. Instead, we marketers must learn to live and think lean. The twin false gods of Big Data and MarTech will continue to encourage thousands of marketers to gather all the data they can wielding an ever-expanding arsenal of tools to sift through it all, with little discussion about whether the mad scramble to vacuum up customer info is worth the trouble, expense, and risk…...

The 2017 Identity Fraud Study released today by Javelin Strategy & Research (@JavelinStrategy), revealed that the number of identity fraud victims increased by sixteen percent (rising to 15.4 million U.S. consumers) in the last year, a record high since Javelin Strategy & Research began tracking identity fraud in 2003. The study found that despite the efforts of the industry, fraudsters successfully adapted to net two million more victims this year with the amount fraudsters took rising by nearly one billion dollars to $16 billion.
There was a resurgence in existing card fraud in 2016, which saw an increase of 40 percent in card-not-present (CNP) fraud.The study also found that the increase in EMV cards and terminals was a catalyst for driving fraudsters to shift to fraudulently opening new accounts. On a positive note, while fraudsters are becoming better at evading detection, consumers with an online presence are getting better at detecting fraud quicker, leading to less stolen overall per attempt....

Forget Nate Silver. There’s a new king of the presidential election data mountain. His name is Sam Wang, Ph.D.

Haven’t heard of him just yet? Don’t worry. You will. Because Wang has sailed True North all along, while Silver has been cautiously trying to tack his FiveThirtyEight data sailboat (weighted down with ESPN gold bars) through treacherous, Category-Five-level-hurricane headwinds in what has easily been the craziest presidential campaign in the modern political era.

When the smoke clears on Tuesday—and it will clear—what will emerge is Wang and his Princeton Election Consortium website and calculations (which have been used, in part, to drive some of the election poll conclusions at The New York Times’ Upshot blog and The Huffington Post’s election site). What will be vindicated is precisely the sort of math approach that Silver once rode to fame and fortune....

The online retail ecosystem is fast evolving, and increasingly, shoppers no longer simply go to the nearest store. Rather, they grab the nearest digital device. And with the world at our fingertips, why only shop domestically? In fact, digital analytics firm eMarketer projects that online retail sales will more than double between 2015 and 2019 and account for more than 12% of global sales by 2019. Retail therapy is giving way to e-tail therapy.

To gain a better understanding of how consumers are navigating the connected commerce landscape, the Nielsen Global Connected Commerce Survey polled respondents in 26 countries. We looked at how consumers are using the Internet to make shopping decisions both in stores and online, and we examined what they’re buying, where they’re purchasing and how they’re paying for goods and services.

While connected commerce is still largely a domestic affair, with consumers primarily ordering from retailers in their own country, cross-border ecommerce is a growing phenomenon. Shoppers are increasingly looking outside their country’s borders, as more than half of online respondents in the study who made an online purchase in the past six months say they bought from an overseas retailer (57%).

Nearly three-quarters of Indian respondents* who purchased online in the past six months say they bought items from an overseas retailer (74%). But this isn’t just a developing-market trend. Roughly two-thirds of respondents in the Western European countries in the survey say they purchased from an overseas retailer, including 79% in Italy—the highest percentage in the online study—and 73% in Germany....

Generation Z, America’s youngest generation (Born in 1996 or later) has never lived in a time when the barrier to real-time information and communication has been nearly nonexistent.

By 2020, Gen Z will account for 40% of all consumers, making it more important now more than ever to successfully connect with and engage this generation to create life long relationships. While many brands invest in Millennial marketing initiatives, with Gen Z, everything is going to get even crazier. This is the generation that will end the ideals of generations.

Researchers say goldfish have a larger attention span than Gen Z (6–8 seconds) and they cannot concentrate for long period of time. YES, this is technically right. But what the data won’t show you is Why. Gen Z just has a fast pace, highly selective and decisive filter that marketers have never seen or had to encounter before. However, once they find something they deem ¨worthy¨ they can become obsessively committed and engaged. This creates a unique opportunity but it also requires a new perspective and approach.

When I am asked, ¨Connor what was the ROI?,¨ the question goes in one ear and out the other. When executives use the acronym ROI, they are using the typical meaning which stands for Return On Investment. However, I think of it in terms of Return On Interaction. Putting resources towards relationships, engagement, and giving value to meaningful interaction, meaningful to them AND you, will mean way more for your brand than any form of traditional advertising, marketing or communication....