5 Key Moments That Drive Customer Loyalty

If you thought the punchline was going to be a Wanamaker paraphrase, "the trouble is I don't know which two-thirds," you might be right. But the point of this column is that AI-enabled media-buying now has a benchmark -- 69.5% -- according to GroupM, which devoted a chunk of its mid-year update to calculating that figure. It also updated its own internal estimate for when AI-enabled media buys will top 90%. "Two years ago, we said we would pass 90% by 2032. We are now going to hit more than 90% in 2029, three years earlier than we had previously predicted based off of just how quickly this space is growing and how quickly tools are being incorporated," GroupM Global President of Business Intelligence Kate Scott-Dawkins late last week said during a press briefing ahead of today's update release.

Ever passed a window that made you whip a u-ie, just to take a peek inside? Maybe you’ve snagged a bag of BOGO tortilla chips, ever-so thoughtfully placed in a display next to your usual salsa? Chances are, it’s happened more than once. From alluring window displays to the tiniest of shelf talkers, few elements deliver more impact for a brick-and-mortar locale than in-store signage. In a consumer study conducted by Brigham Young University, products with signs outsold products without signs by 18%. Think of it this way: Signage presents an opportunity to influence consumer behavior at the very moment it matters most – at the time of purchase. And with retail traffic up 44% since the beginning of 2021 (Forbes), it’s prime time to consider how you’re communicating with customers in store. What would Starbucks be without the iconic green mermaid? What would McDonalds be without the infamous, golden arch? These businesses are prime examples of how signage can work with key brand assets to build recognizable spaces, displays and products. Even when the logo appears on a sign without the business name, we still know precisely which brand it refers to. Incorporating custom signage that serves as an extension of your brand (through consistent use of color, fonts, and imagery) builds brand awareness. The more recognizable your brand is, the more it stands out amongst competitors, and the higher the likelihood it stays top of mind at purchase time.

Email teams may be on the spot--along with everyone else--if ecommerce campaigns lead to fraudulent transactions that hit the bottom line. The LexisNexis Fraud Multiplier estimates that for every $1 lost to fraudulent transactions, U.S. merchants lose an average of $3.75—a 19.8% increase since 2019. Canadian firms lost $3.19, an 11% rise from the $2.87 seen in early 2020. And those apparently are firms with some protections in place.