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Google top again in YouGov’s global brand health rankings
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Google tops YouGov BrandIndex’s annual global brand health rankings. In a list dominated by digital brands, the search giant stays ahead of sister company YouTube.

The ranking is based on over six million interviews over the 12 months to the end of June. It shows Samsung jumps one place from last year, climbing to third position as does messenger service WhatsApp, which rises to fourth. WhatsApp’s parent company, Facebook, falls two places to fifth.

There are three new entries in the top ten. While Amazon remains sixth on the list, IKEA enters the rankings at number seven. Colgate falls one position to eighth, while clothes brand Uniqlo makes the top ten for the first time in ninth place, while toy manufacturer Lego is another new entry at ten.

The rankings are based on YouGov BrandIndex data from across the world. BrandIndex operates in 37 countries across the globe, covering markets in North America, South America, Europe, Africa, Asia and Australasia.

For the list YouGov used data from 26 countries – data from markets that cover three sectors or fewer were not counted in the global top ten. The rankings use the Index score which assesses overall brand health. It takes into account perceptions of a brand’s quality, value, impression, satisfaction, reputation and whether consumers would recommend the brand to others.

Digital brands dominate this global ranking and with good reason. By their very nature the likes of Google, YouTube and WhatsApp are available in most places on earth to anyone with internet access. However, while many of the top five have only been around for the last decade or two, classic brands that have been around a good while longer also make the list. IKEA, Colgate, Uniqlo, and Lego, all still connect with the public and as a result have very positive brand health.

UK brand health rankings

YouGov has also released its UK brand health rankings. The list is characterised by the presence of brands that have been in the public consciousness for a long time. Traditional high-street favourites John Lewis and Marks & Spencer are first and third respectively while BBC-related brands – iPlayer and BBC One – are in second and ninth positions. Meanwhile Heinz makes an appearance in fourth place.

The rankings are drawn from over 1.46 million interviews in Britain conducted between July 2017 and June 2018. Each day consumers are asked their view on 1,384 brands in the UK, which allows YouGov to build a picture of how different brands are perceived by the general public, their own consumers, people considering using them, and their competitors’ customers.

YouGov’s analysis shows there are two new entrants in this year’s top ten – IKEA in fifth and Cathedral City in eighth. Ikea had a particular strong campaign in 2017, which featured its ‘Lion Man’ character. Sony is the most notable absentee from the rankings, having been in third place this time last year

Two brands from the global rankings are also in the UK list, with Samsung in sixth and Amazon in seventh. Pharmacy chain Boots rounds off the top ten.

Over the past year the retail sector has struggled to combat problems arising from ferocious online competition and increased business costs. However, in the face of this, the public clearly retains an affection for traditional high street brands with long and rich histories, such as John Lewis and Marks and Spencer. Similarly, while the BBC has faced challenging headlines over the past 12 month. But the public clearly still rates what the corporation offers and iPlayer and BBC One continue to be in strong brand health.

Most improved brand health

YouGov’s annual analysis also where the biggest increases in brand health have come in the past year. For several brands, escaping negative press coverage has seen an improvement in their scores, although many of them still remain in negative territory.

For example, Sports Direct, the most improved brand this year, has seen its score improve by +6.2 points, moving from -12.4 to -6.2. While in past years it has often garnered negative press, it has enjoyed a period out of the headlines and its Index score has now returned to mid-2016 levels.

Similarly, Southern Trains – for a long time blighted by strikes, cancellations, and ensuing adverse media coverage – has seen its score change from -16.1 last year to -11.3 now, an improvement of +4.8 points.

Value fashion chain Primark has made a notable leap in the past year – going from having negative brand health to positive. Its Index score improved from -0.9 to +2.7 in the last 12 months, an improvement of +3.6.

Elsewhere, Netflix continues to advance, with its score improving by +5.9 points (going from 19.5 to 25.4). Tech firm WhatsApp has seen its score increase by +3.5 – up from 18.9 to 22.4.

UK consumers ‘demanding more detailed, personalised answers from brands’
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Ninety-four per cent of UK consumers say personalised answers will make them more loyal – with 84% switching to competitors if responses disappoint, according to Eptica research.

Despite this, brands are failing to deliver the information that consumers need – 86% say they are unhappy with the responses they receive across every channel, while 70% complain that they get inconsistent answers between channels.

Those are the headline findings of the 2018 Eptica Knowledge Management Study, which found that consumers have rising expectations when it comes to getting information and answers from brands – and that companies are struggling to meet their needs:

  • 91% of consumers say they are annoyed when questions aren’t answered satisfactorily
  • 88% want greater transparency from brands
  • 75% say customer service agents don’t have the information needed to answer their queries
  • 65% have more complex, detailed questions compared to 5 years ago

“The power of knowledge has never been more important to brands, it is essential for deploying artificial intelligence and Natural Language Processing to automate customer engagement as well as to empower agents,” said Olivier Njamfa, CEO and Co-Founder at Eptica. “As our research shows, not meeting customer expectations will directly impact your bottom line. Companies need to take a holistic approach to customer service knowledge, using AI to make their knowledge work for them, ensuring that consumers get the right answers, whether via self-service, a chatbot, or even the phone.”

With websites often the first point of call for information, consumers want to be able to find answers quickly and with minimum effort. Over nine in ten (91%) become frustrated if they cannot rapidly find an answer online. 90% want to be able to find the answer without searching through multiple locations or leaving the page they are on to find it, showing the need for effective web self-service solutions. 65% of consumers say they’ll pick up the phone if they can’t get an online answer, adding to their frustration, and also increasing costs for the brand.

A full report, including the study results, graphics and best practice recommendations for brands to transform how they use knowledge within customer experience is available at https://www.eptica.com/kmbl.

500 European C-suites reveal their thoughts on branded content
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500 European c-suites had their say about branded content in the most extensive research study of its kind released in 2017, revealing an unexpected set of results.

Content marketing specialist Raconteur undertook a recent survey of over 500 European c-suites, with the results as follows:

  • It’s boring, repetitive and predictable! (71%)
  • It’s often too sales-driven and not credible (51%)
  • Bad design (UX and look & feel) kills engagement (57%)
  • Brands are missing a trick by shying away from long-form (65%)

This might sound like bad news for brands, but it’s not all doom and gloom. The report reveals that c-suites are in fact hungry for content – and many will actively research new sources themselves in the quest for the right kind. If brands manage to make a good impression, they will have won a valuable and trusted relationship.

The report provides a more in-depth picture than similar research in the same area. It corroborates many of the results from smaller studies by Forbes/ Deloitte, Grist and EUI when it comes to the appetite for thought leadership. However, the report also nuances and builds on the factors that produce successful content, especially in the area of design, which is the number one factor for engagement, according to Raconteur’s survey.

The findings are reinforced with commentary from leading industry experts and brands, such as Jason Miller, Global content marketing leader at LinkedIn, Jeremy Waite, Evangelist at IBM, Tom Goodwin, Head of Innovation at Zenith and Mark Schaefer, Adjunct Marketing Professor at Rutgers University.

In an age where there is over 211 million pieces of content produced every minute and ad-blocker use is rocketing, the report highlights the importance of investing in understanding your audience in order to cut through the noise. Brands who pick up this research are already closer to producing more meaningful and impactful content.

QR codes need to fit advert design and brand or risk being ignored
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New research by King’s Business School has revealed that unless Quick Response (QR) codes fit ad design and brand they risk being ignored, with people unlikely to scan them.

Professor Shintaro Okazaki warns that marketers need to be aware that a complex visual design combined with a QR code that isn’t perceived to belong can be thwarting their intentions of drawing in potential consumers.

“Many firms all over the world are using QR codes, but the numbers of people actually scanning them are still quite low,” Okazaki says. “Incorporating them effectively into a campaign remains very important as it’s one of the few ways to jump from a 2D advert to the internet.”

The researchers found that people could be overwhelmed by ads that are too complex and include a code that lacks aesthetic appeal, unless they are unusually curious.

Okazaki says the key to successfully using QR codes lies in giving people a tangible incentive to scan, like coupons or competitions, and ensuring that the code fits with the branding.

“This is all in the design process. The code should be incorporated into the advert and extensive feedback should be sought, perhaps by conducting in-depth pretests. If the QR code fits harmoniously in the design, even consumers who are only slightly curious will be more likely to scan it.”

The researchers used Coca Cola advertising posters to assess how curiosity, the complexity of a visual design and the perceived fit with a brand affected consumers’ intentions to scan. The findings were recently published in the Journal of Business Research.

9% of UK marketing professionals plan to spend £100,000 on influencers
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Research by UK-based digital marketing firm Takumi has found that 9% of UK marketers are expecting to spend over £100,000 on influencers during the next 12 months.

Only 4% of marketers polled said that they had no plans to spend money on influencers.

39% planned to spend up to £10,000, with 20% estimating a potential spend between £10,000 and £100,000.

“A lot of people are saying that influencer marketing is an over-hyped fad – that there’s no ROI and it’ll soon disappear. But as these results show, it’s clear influencer marketing is here to stay. Brands recognise its value and are therefore dedicating big budgets towards it,” commented Mats Stigzelius, co-founder and CEO of Takumi.

“Of the professionals we surveyed for example, 61% stated they now feel they are able to accurately measure engagement levels and return on investment, and as platforms like Instagram continue to roll out new features to signpost promoted content, that’s only going to increase.”

The figures support the belief by many marketers that working with influencers is an effective strategy to pursue, with 26% rate influencer marketing as much more effective at targeting consumers than other forms of of advertising, such as adverts on social media channels.

“The size of the accounts used in marketing campaigns is particularly interesting,”added Stigzelius.

“Many people still wrongly prefer macro influencers with hundreds of thousands of followers, but the reality is that you now reach the same audience with micro influencers, while also benefitting from higher engagement.

“For example, working with a celebrity might give you one social media post. Working with micro influencers, you could generate the same reach and 100 pieces of social content with exactly the same budget. From our experience, we’re seeing more and more brands realise that celebrity isn’t everything and ditching big names in favour of micro-influencers. It’s a trend we only expect to continue.”

Chatbots and VR to take over brand interactions by 2020…
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Research by Oracle suggests the relationship between customers and brands is set to undergo a “technological revolution” which will cause the number of human-to-human interactions to fall.

A total of 800 senior marketing and sales professionals across EMEA were polled for the ‘Can Virtual Experiences Replace Reality?’ report and found 78 per cent of brands expect to provide customer experiences through virtual reality in the next four years. Meanwhile, 80 per cent expect to serve customers through chatbots. 

Despite brands willing to embrace new technologies for the customer journey, many are struggling to make use of the valuable customer and prospect data, with 60 per cent not currently including social or CRM data in their customer analytics.

42 per cent already collect a great deal of data from multiple sources, but are unable to extract customer insights from it; and 41 per cent agree smarter analysis of customer data will have the biggest impact on the experience they deliver to their customers.

Daryn Mason, senior director, CX Applications at Oracle said: “While virtual reality may be seen as a passing craze by some, the commitment of some of the world’s biggest companies to develop VR products for consumers suggests otherwise.  Brands will always look to experiment with new technologies as they try to find ways of delivering innovative and memorable experiences for their customers.

“Brands are at a crossroads. There’s an early-mover advantage to experimenting and launching innovative services while others wait and see, but they need to walk before they can run.”

The report indicates brands are looking to implement innovative technologies that allow their customers to continue interacting with brands on their own terms. 80 per cent of brands will be using chatbots for customer interactions by 2020; 78 per cent of brands expect to be using VR for CX by the same year; and 48 per cent have implemented automation technologies in sales, marketing and customer service.

Mason adds: “The reality is that many brands are still unable to get a complete view of each individual customer so the immediate priority needs to be to organise and get value from the data they already have.  Customers will value a quick, helpful, personalised interaction regardless of how it’s delivered so there’s hope for us humans yet.”

Access the full report here

Hootsuite highlights social media significance across the customer journey…
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Companies that are not investing in their social media strategies may risk losing touch with their customers and being outdone by competitors, a new Hootsuite survey has discovered.

Surveying 2,048 adults in the US and 1,029 adults in the UK, 48 per cent of Americans have interacted with companies or institutions on at least one of their social media accounts, and 41 per cent say it is important for companies they engage with to have a strong social media presence.

In regards to UK consumers, 40 per cent of agree it is either ‘somewhat’ or ‘very important’ for a company to have a significant social media presence, and more than one in three (34 per cent) would rather engage with a brand or company on social media than visit a physical location. 

Penny Wilson, chief marketing officer at Hootsuite, said: “This research underscores the pervasiveness of social media and the massive opportunities available for organisations that use social to engage with their customers. 

“Today, social plays a key role in determining and influencing customers’ attitudes, motivations and behaviours. Now, more than ever, there’s an opportunity to tap into social and connect with customers when, where and how they want, helping to maximise sales.”

US and UK respondents also find customer service via social media has made it easier to get questions and concerns resolved, with 59 per cent in the US and 56 per cent in the UK, respectively.

Read Hootsuite’s 8 Social Media Tips for the Retail Industry here 

Industry Spotlight, Apple iOS 10: What do brands need to know?
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Product marketing manager for Urban Airship Engage, Diana Laboy-Rush looks at the implications for brands following Apple’s recent iOS 10 release , with its support for Rich Notifications, where images, video, audio, GIFs and interactive buttons are embedded directly within push notifications.

For businesses, iOS 10 brings massive changes to Apple’s operating system that place better and richer app engagement front-and-centre. If past adoption rates hold steady, it won’t be long before all of your iPhone app users gain richer experiences that offer deeper insight into what they care about. Here are some key points that businesses should be aware of…

 

Reap before you sow with key improvements

iOS 10 solves existing barriers that will make current engagement efforts more effective. A Raise to Wake feature means TouchID users won’t blow past lockscreen notifications when unlocking their phones. Notifications are immediately visible as users pick up their phones. Notifications also become the default view for the Notification Center, a chronologically-ordered archive that makes messages easier to find later.

 

If a picture is worth 1,000 words, then a GIF or video could be worth more

Rich Notifications can include images, GIFs, audio, video and interactive buttons embedded directly within push notifications. Grab the attention of your audience with notifications that inspire action. Recent Android data analysis found a 56 per cent higher response rate to notifications with pictures versus those without.

 

Better visibility for richer, actionable notification experiences

With iOS 10, users get visual and written cues that there’s a richer notification experience awaiting them. Lockscreen notifications arrive with rich media thumbnails and an instruction to either “Press for more” or “Slide for more” depending on whether Force Touch is available on the device.

That’s in stark contrast to previous Apple operating systems, which had businesses building these instructions into notification text to help ensure interactive buttons were discovered.

 

Mind your media, or risk ruin with too much of a good thing

Apple provides maximum file sizes for images, audio and video that would be best to undercut dramatically. Rich media will impact consumers’ data plans, ranging from barely noticeable with judicious use of images, to potential reasons to delete an app for sending files that are too large or too frequent. These files will impact your bandwidth costs too. Think about opt-in campaigns where users can get a taste and choose to receive these richer, more immersive and data-heavy experiences.

 

Don’t be a blockhead with Rich Notifications

With brands running to emojis for a quick if quirky engagement hit, it would be easy but wrong to approach Rich Notifications in the same manner. When rich media is tailored to specific users’ interests it adds immersive depth not interpretive color to messaging campaigns.

Remember also that not all users will immediately upgrade to iOS 10, so messaging should be made to work without reference to embedded rich media or sent specifically to the segment of your users that have adopted iOS 10. Some solutions will allow you to provide alternative text if the rich media successfully downloads.”