Although consumers mention price, product quality and selection as key factors in loyalty to a brand, 80% feel more loyal to brands when they offer better experiences than their competitors; 70% feel more loyal to brands with lower prices. One great experience is enough to drive repeat purchases. Medallia surveyed around 2,000 mostly U.S. consumers.
Speaking of AWS, Amazon Connect, its cloud-based contact center, is to be enhanced with generative AI features. This is expected not only to increase efficiency but enable proactive outreach across communication channels. Amazon Connect supports contact center interactions for tens of thousands of AWS customers.
The US Department of Justice has a mass Google shakeup in mind which would include the divestiture of its Chrome browser and wholesale sharing of its enormous trove of search data with competitors. Super scary, given it would include data from search queries, clicks and device identification.
Changes in marketing channels and data access have made advertising measurement more important, and challenging, than ever. Taking advantage of growing interest in the topic, Bain Capital is selling Kantar Group’s audience measurement division, Kantar Media, to global investment firm H.I.G. Capital for “approximately $1 billion”. Kantar Media accounts for 4,500 of Kantar Group’s 25,000 employees.