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As TV Viewers Time-Shift, What’s the Implication for Ad Avoidance?

March 5, 2015

HubEntertainmentResearch-Top-Reasons-Time-Shifting-TV-Shows-Mar2015TV viewers claim to spend a slight majority (53%) of their viewing time with time-shifted rather than live (47%) content, according to a recent report [download page] from Hub Entertainment Research. While that runs counter to Nielsen figures, which find live TV to be the predominant form of consumption, there's no doubt that time-shifted viewing is on the rise, an unsurprising trend given that 3 in 4 TV households now have access to at least one on-demand service. So what does this mean for ad avoidance? Read more »

Average Ad Spending Per Capita: US Tops List

March 4, 2015

StrategyAnalytics-Average-Ad-Spend-per-Capita-in-2014-Mar2015Source: Strategy Analytics

    Notes: Marketers spent an average of $567 advertising to each person in the US last year, according to Strategy Analytics' calculations, with this topping the list of global markets analyzed, ahead of Australia ($486) and Norway ($472). By comparison, ad spend per capita is much smaller in China ($35 per capita) and India ($5), such that per capita spending in the US appears to be 16 times larger than in China. The report also finds that TV continues to capture the largest share (43%) of ad dollars in the US, while Australia leads in digital ad spend per internet user, a measure that has risen quickly in the US. Read more »

    Connected TV Owners’ Interest in TV Commerce Activities

    March 4, 2015

    DeliveryAgentNielsen-Interest-in-TV-Commerce-Activities-Mar2015Source: Delivery Agent / Nielsen

      Notes: Roughly 7 in 10 US adults who have a TV or other device (video game console, streaming media player, DVR, DVD) connected to the internet agree that they would be interested in using their remote while watching TV ads to have a sample of a product automatically mailed to them. The survey separately found that, while watching TV programs, more than 6 in 10 18-34-year-olds would be interested in getting information about new products featured in the programs. While there wasn't much generational difference in interest in TV commerce activities while watching TV ads, older respondents were less likely than their younger counterparts to want to engage during TV programs. Read more »

      US Companies With the Best and Worst Customer Experience Ratings in 2015

      March 3, 2015

      TemkinGroup-Top-and-Bottom-Cos-Cust-Experience-Mar2015Source: Temkin Group [download page]

        Notes: Publix enjoys the best customer experience rating of 293 companies measured by the Temkin Group, narrowly supplanting last year's leader, H-E-B. Indeed, supermarkets occupied 5 of the top 12 positions this year, with retailers and fast food chains also well-represented. Those industries - plus parcel delivery services and banks - comprised the only 5 of 20 measured to average a "good" rating. Meanwhile, on the other end of the spectrum, Coventry Health Care had the worst customer experience rating, as it did last year. Internet service providers, TV service providers and health plans each received "poor" ratings on average. Read more »

        Industries With the Worst Customer Service, According to US Adults

        March 2, 2015

        Ipsos-Industries-With-Worst-Customer-Service-Mar2015Source: Ipsos

          Notes: Government offices and the telecommunications industry (telecom, TV, internet) have by far the worst customer service, according to an Ipsos survey of US adults. The results of the survey, which asked respondents to identify up to 3 industries from 7 identified, are somewhat surprising in that insurance (13%) and airlines (12%) are among the least-cited in terms of bad customer service. According to the American Customer Satisfaction Index, airlines have the third-worst customer satisfaction rating of 43 industries measured. Meanwhile, a new report [download page] from Capgemini notes that fewer than 3 in 10 insurance customers globally report positive experiences. That figure is higher in the US (40.8%), though is down substantially from last year (51.3%). Read more »

          Customers Prioritize Service Over Price and Brand, CMOs Say

          February 27, 2015

          DukeCMOSurvey-Customers-Top-Priorities-Feb2015Source: Duke University's CMO Survey [pdf]

            Notes: CMOs narrowly give the edge to excellent service (23%) over product quality (22%) and a trusting relationship (21%) when it comes to their customers' top priorities in the next 12 months, according to the latest edition of the CMO Survey from Duke University's Fuqua School of Business. Over the past couple of years (analyzing only February editions of the bi-annual study), fewer CMOs have cited low price and brand as their customers' top priorities. Read more »

            Luxury. Which Brands Spring to Mind?

            February 26, 2015

            Shullman-Higher-Income-Consumers-Top-Luxury-Brands-Feb2015Higher-income adults (those with household income of at least $75,000) aged 18-68 tend to associate the word "luxury" with descriptive adjectives such as "expensive," "quality," and "high-end," according to a new brief from the Shullman Research Center set for release on Monday. However, not all generations hold the same ideas of luxury - and differences of opinion also abound in their top luxury brands. Read more »

            The Risks of A Wrong Purchase Decision, According to B2B Buyers

            February 25, 2015

            SAP-B2B-Buyers-Biggest-Purchase-Decision-Risks-Feb2015Source: SAP [download page]

              Notes: More than three-quarters of business buyers are concerned with wasting company money, and this counts as easily their single biggest risk among 5 identified in a recent SAP study. Of note, B2B buyers are more concerned with losing credibility internally than wasting their time. That result emphasizes the emotional nature of B2B buying, which has been found in previous studies. For example, a Google study released in 2013 discovered that perceived personal value has twice the impact of perceived business value for buyers across a range of business outcomes, while a study released last year by gyro and FORTUNE found a majority of business decision-makers saying that positive feelings such as ambition, hope, and desire for admiration are the most motivating to decisions in all business contexts. Read more »

              B2B Buyers’ Biggest Frustrations With Vendors

              February 24, 2015

              SAP-B2B-Buyers-Biggest-Frustrations-With-Vendors-Feb2015Source: SAP [download page]

                Notes: Business buyers report receiving an average of 64 approaches from salespeople every week, according to a recent SAP survey, so it may not be too surprising that the most commonly cited frustration they have with vendors is aggressive salespeople (48%). Closely behind, though, 46% cite frustrations with salespeople who lack relevant knowledge and subject matter expertise about their needs. As such, the report separately finds that salespeople are most likely to earn a buyer's trust by demonstrating high levels of knowledge about their products and services (74%) and the buyer's organization (52%). That's important, as respondents rated trust the single most important factor when buying from vendors, beating out experience and cost. Read more »

                Radio Revenues Dipped Slightly in 2014

                February 23, 2015

                RAB-Radio-Revs-in-2014-Feb2015Source: Radio Advertising Bureau (RAB) [pdf]

                  Notes: Increases in off-air (+16%) and digital (+9%) revenues were almost enough to offset decreases in spot (-3%) and network (-4%) revenues last year, as overall radio revenues slipped by 1% to slightly more than $17.5 billion, per the RAB. Auto dealers/dealer groups/manufacturers comprised the top-spending category, but cut spending by 2%. Four of the top 10 categories increased spending: #2 communications/cellular (+1%); #4 healthcare (+4%); #5 professional services (+4%); and #8 insurance companies (+3%). Meanwhile, AT&T ranked as the top-spending advertiser, followed by Comcast Xfinity Cable Services, T-Mobile, McDonald's and Verizon Wireless. Read more »