In the news

Weekly Retail Media Note #165: Word-Of-Mouth Said To Drive Almost One-Fifth Of Consumer Sales. Social Media A Key

Published by Engagement Labs on December 10, 2017
How important is it to retailers that they have customer service that delivers above expectation? Simply put, customers who are overwhelmed with the customer service by a retailer tell other people about it. It is an exceptional moment in retail. Word-of-mouth has time and again been shown in research to be the top influencer of […]

Starbucks attempts to recapture unicorn success with Christmas Tree Frappuccino

Published by Engagement Labs on December 8, 2017
Dive Brief: Starbucks is getting into the holiday spirit with a new limited-edition drink, the Christmas Tree Frappuccino, which will only be available from Dec. 7-11, per a company news post. The drink is designed to include what the company described as the “festive flavors of the season,” with a Peppermint Mocha Crème Frappuccino base topped […]

BRAND MARKETING RESEARCH: 41% of Consumers Have Switched Brands Due to Poor Personalization

Published by Engagement Labs on December 7, 2017
US/US-HISPANIC MARKET According to research from Accenture cited by eMarketer, 41% of consumers have switched the brands they buy from because of poor personalization, and 50% say that they did so because of “poor customer experience” in general. This mistake represents a total of $756 billion in lost retail and brand sales. A new study […]

Dunkin’ Donuts opens creative review months after appointing new CMO

Published by Engagement Labs on December 5, 2017
Dive Brief: Dunkin’ Donuts has started a review for its U.S. creative business, according to a report in Ad Age, putting its nearly two-decade relationship with current agency of record (AOR) Hill Holliday in jeopardy. Hill Holliday came up with the brand’s iconic “America Runs on Dunkin’” tagline in 2006 and has also served as AOR for Dunkin’s […]

Word-of-Mouth Said to Drive Almost One-Fifth of Consumer Sales

Published by Engagement Labs on December 5, 2017
Word-of-mouth has time and again been shown in research to be the top influencer of consumer’s purchase decisions. Now, a new study from Engagement Labs quantifies the extent to which word-of-mouth drives sales, finding that an estimated 19% of consumers sales are the result of online and offline conversations. The study analyzed correlations between consumer conversations and purchases […]

Word of mouth still rules: How consumer conversations drive sales

Published by Engagement Labs on December 1, 2017
  Word of mouth has always been a great PR ally, and combined with the user-generated content on social channels, new research shows these consumer conversations are having a direct, trackable impact on product sales, with an estimated 19 percent of all consumer sales found to be driven by offline and online social conversations. A new study […]
Website Magazine

Foster Consumer Conversations Today for Sales Tomorrow

Published by Engagement Labs on November 29, 2017
It appears that a significant percentage of sales are being driven by consumers’ “social conversations” that take place both offline and online according to a study released recently by Engagement Labs. The report, conducted in conjunction with Koen Pauwels, Professor of Marketing at Northeastern University and BI Oslo, revealed that an estimated 19 percent of […]

Social conversations and WOM drive sales

Published by Engagement Labs on November 28, 2017
NEW YORK: Social conversations and word-of-mouth, both online and offline, have a measurable business impact and are a major driver of consumer sales, a new study has revealed. According to Engagement Labs, a firm that analyses conversation data, online and offline conversations drive an estimated 19% of brand sales, which equates to between $7 trillion […]
New York

Companies Should Ignore Angry Online Mobs More

Published by Engagement Labs on November 27, 2017
Companies aren’t always good at dealing with the torrents of anger frequently unleashed by social media. What risk-averse executives and social-media managers often fail to realize is that the subset of people who use social media do not represent the broader world, and further, that the subset of people who get extremely mad on social […]
The New York Times

Brands Heed Social Media. They’re Advised Not to Forget Word of Mouth.

Published by Engagement Labs on November 27, 2017
When President Trump sent an angry tweet in February blasting Nordstrom for dropping his daughter Ivanka’s clothing line from its stores, his supporters took to social media to intensify their previous calls to boycott the retailer. Nordstrom had reason to worry: Previous tweets from Mr. Trump calling out other brands, such as Lockheed Martin, had […]