Predictions: 10 Customer experience trends for 2021

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​In 2021, brands will need to go further than ever with CX to attract and retain customers and incentivise loyalty. Coming to grips with the newly digital consumer while also finding purpose and empathy to connect with those consumers looking for authentic brands are just some of the challenges. Finding the tools to bridge offline and online will create new challenges, while rising demands for privacy willneed to be balance against the benefits of personalisation.

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How the tech industry is sewing confusion about privacy laws

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An architect of California’s tough new privacy laws says we shouldn’t bet on anything similar happening on a national level in the near future. Alastair Mactaggart founded and bankrolled the privacy activism organization that pushed California’s landmark privacy law–the California Consumer Privacy Act (CCPA)–into the books in 2018. The law spurred the introduction of similar privacy bills in states around the country, and it will likely give shape to an eventual federal privacy law. Read Full Story

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Signal’s explosive growth shows how privacy can help startups succeed

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After WhatsApp’s recent scandal, the privacy-focused messaging app has seen a surge of new users. It’s proving that focusing on privacy is a smart branding decision for all companies. The average person’s interest in protecting their personal privacy has evolved over time. One could argue that during the early 2000s, the average person breezed through a privacy policy, handing over all sorts of personal data for access to the coolest, latest, most talked-about app—and many still do. But the 2012 story detailing how Target could determine that a customer was pregnant and therefore send baby-related ads freaked out a lot of shoppers. It was an early mainstream revelation on just how much information is out there and how easy it is for others to tap into that data. Yet, despite initial shock, horror, outrage or dismay, it didn’t cause a radical change in consumer behavior Read Full Story

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Explainer: What's next for privacy laws?

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IAB Australia hosted a data governance and consumer privacy webinar recently. As part of this, principal of one of Australia's most respected experts in privacy law and practice, Salinger Privacy, Anna Johnston, shared her thoughts on the future of privacy for the Australian and global media and marketing industry.

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Why consumers follow and unfollow brands on social media

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30-second summary: Sprout Social has been compiling a consumer index report of social media trends since 2013. Their 2020 report contains new insights and statics about how brands and consumers interact on social platforms. Marketers can use this information to better align their social media strategy to their customers’ expectations, ensuring that their content resonates. The survey revealed that 89% of consumers will buy from a brand they follow on social media and 75% will increase spending with that same brand. Understanding why consumers follow (and unfollow) brands, what type of content they’re most (and least) interested in, and what stand-out brands are doing right can help marketers gain more followers, while driving leads, sales, and growth for their organization. Sprout Social’s 2020 consumer index survey, Edition XVI: Above & Beyond , found that 50% of consumers have increased their social media usage in the past six months. The data …

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2 in 3 Consumers Consider It A Risk to Give Personal Information to Companies

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About 9 in 10 consumers are concerned about the privacy of their data, and 80% report they are more concerned about the privacy of their data than they used to be. Indeed, in a survey [download page] of more than 1,000 US adults, Yes Marketing found that 6 in 10 agreed that in today’s world,… Read More » The post 2 in 3 Consumers Consider It A Risk to Give Personal Information to Companies appeared first on Marketing Charts .

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Six in 10 Voice Control Users Say Privacy Is an Important Concern

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With Smart Speaker sales in the US expected to reach 39 million units this year, and the majority of Smart Speaker users searching for media content on their devices, content discoverability has become more important. However, one thing standing in the way of consumers using their Smart Speakers for content discovery is privacy, per a… Read More » The post Six in 10 Voice Control Users Say Privacy Is an Important Concern appeared first on Marketing Charts .

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