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Brands beware! Even loyal customers distance themselves after socially unacceptable mentions of brand on social media

When consumers observe socially unacceptable brand mentions, such as profanity-laden tweets, they become motivated to distance themselves from the brand. This motivation to distance manifests on social media in heightened disengagement intentions (i.e., a desire to reduce posting) and even unfollowing the brand on social media.

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Researchers from University of Arkansas and Northeastern University published a Journal of Marketing article that examines social media disengagement—the psychological motivation to distance oneself from a brand on social media.

The study, forthcoming in Journal of Marketing, is titled “For Shame! Socially Unacceptable Brand Mentions on Social Media Motivate Consumer Disengagement” and is authored by Daniel Villanova and Ted Matherly.

Photo by Karsten Winegeart from Unsplash.com

Companies know that driving consumer engagement with their brands on social media is an important part of the modern marketing toolkit. They also know that it is easier to keep existing users than to acquire new ones. And while consumers can both increase their engagement with a brand or disengage, less is known about the drivers of disengagement.

This new Journal of Marketing article investigates social media disengagement, which is the manifestation on social media of the psychological motivation to distance oneself from a brand. Understanding social media disengagement is critical because it can undermine the reach of future marketing content. For example, when someone unfollows a brand on Twitter, that consumer is no longer directly reachable by the brand’s Twitter presence, nor are that consumer’s followers, who will no longer see the brand’s content via the consumer’s interactions.

Just as customer retention is understood to have drivers that are distinct from customer acquisition, the reasons why consumers engage with brands on social media may not completely overlap with why those same consumers disengage. The researchers study one potential driver of why consumers who are highly connected to a brand may choose to disengage from it: their observation of socially unacceptable mentions of the brand on social media. They propose these behaviors threaten the identity of highly connected consumers, leading to consequences for the brand.

The study finds that when consumers observe socially unacceptable brand mentions, such as profanity-laden tweets, they become motivated to distance themselves from the brand. This motivation to distance manifests on social media in heightened disengagement intentions (i.e., a desire to reduce posting) and even unfollowing the brand on social media.

The Dangers of Vicarious Shame

Socially unacceptable brand mentions do not affect all consumers equally. Villanova explains that “these problematic posts have a greater impact on people who are more connected to the brand. They threaten a part of these consumers’ identities and generate vicarious shame. Unlike guilt, which involves a personal sense of wrongdoing and a motivation to atone for the wrongdoing, shame leads to weakness and incompetence and a desire to withdraw and distance from the situation.”

Consumers who have integrated the brand into their concept of themselves are more likely to view other people’s socially unacceptable brand mentions as reflecting poorly on their shared brand-related identity. Whereas consumers with weaker self-brand connections can view socially unacceptable brand mentions and move on, consumers with stronger self-brand connections experience vicarious shame when seeing these behaviors, driving their desire to disengage from the brand.

One of the researchers’ studies looks at fans of ten Major League Baseball teams that competed in the 2018 postseason and finds that fans who were strongly connected to the brand were more likely to unfollow it in the face of socially unacceptable brand mentions on Twitter. Separately, in a lab experiment, they show that a more socially unacceptable tweet led fans of National Football League teams to feel a greater sense of shame, which drove their intentions to disengage from the brand on social media.

What Brands Can Do

Matherly says that “brands can take action to mitigate the risks of disengagement for highly connected consumers. For example, consumers who were strongly connected to various apparel brands saw a socially unacceptable Reddit post. With no additional information, the consumers indicated they wanted to disengage from the brand, but when they were told about the brand moderating and removing such posts, the desire to disengage was reduced, suggesting that active management of the brand’s social media environment is important.”

The study offers vital lessons for chief marketing officers:

  • Be proactive in mitigating the potential damage of social unacceptable content.
  • Actively moderate posts with socially unacceptable brand mentions to stop consumers who identify with the brand wanting to disengage from it.
  • Educate consumers by explaining why certain social media content was removed.
  • Help consumers become productive members of the community when these clarifications are provided.
  • Produce high quality content to crowd out socially unacceptable brand mentions.

Social media disengagement is costly to brands and is important for both researchers and practitioners to understand its drivers. While prior research suggests more highly connected consumers are able to maintain positive attitudes towards a brand when they are exposed to negative brand information, these results suggest that socially unacceptable brand mentions may lead to vicarious shame and subsequent disengagement. The insulating effects of strong brand relationships may not be as unequivocal as once thought.

Strategies

Consumer openness to smoke-impacted wines, offering new market opportunities

Consumers, particularly those that like smokey flavors in food and beverages, are open to drinking smoke-impacted wines. Also, the type of information on the label can modulate consumer acceptance.

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Certain groups of consumers appear to be open to drinking smoke-impacted wines, a finding in a new study that could provide market opportunities for winemakers increasingly dealing with the effects of wildfire smoke on grapes.

The study by researchers at Oregon State University and in New Zealand found that consumers, particularly those that like smokey flavors in food and beverages, are open to drinking smoke-impacted wines. They also found that the type of information on the label can modulate consumer acceptance.

“This research provides vital information for the wine industry,” said Elizabeth Tomasino, a professor of enology at Oregon State. “It demonstrates that with certain wine drinkers there is a potential market for these smoke-impacted wines.”

As the number and size of wildfires grow globally, the wine industry has been heavily impacted. For example, an economic analysis of the 2020 wildfires on the West Coast of the United States estimated wine industry losses up to $3.7 billion.

Following the 2020 fires, a research team, led by Oregon State scientists, received a $7.65 million grant from the U.S. Department of Agriculture to study the impact of smoke on wine.

Since then, the researchers have made several key advances. They discovered a class of compounds that contribute to smoke impact in grapes. They also developed spray-on coatings for grapes that have shown promise in preventing off flavors in wines that result from contact with wildfire smoke.

The latest research, published in the journal Food Research International, focuses on consumer attitudes toward smoke-impacted wine, a topic that has received very little attention.

For the study, Tomasino and Jenna Fryer, a doctoral student in her lab, sent smoke-impacted and non-smoke wine made from Oregon pinot noir grapes to New Zealand. There, working with Amanda Dupas de Matos and Joanne Hort at Massey University, they recruited 197 participants for the study.

They conducted the research in New Zealand, a region where winemaking has not been significantly impacted by wildfire, because they were interested in how people would respond to the wines. Future research will compare the results from New Zealand to findings from tasting panels in Oregon and Ohio.

With the research in New Zealand, two clusters of consumers were identified, one that liked the smoke-impacted wine (110 people) and the other that disliked it (87 people).

Findings of the study included:

  • The smoke-liking group had an average liking score of 6.86 out of a nine-point scale.
  • The smoke-disliking group had an average score of 3.26.
  • The introduction of labels, versus unlabeled wine, increased liking of the smoke-impacted wines for the smoke-dislikers from just over three to more than five on the nine-point scale. One of the labels overtly referenced wildfires with the words “Smoke Stack, experience the 2020 vintage with this unique, lightly smokey wine.”
  • The different labels didn’t have much of an impact on the smoke-likers, but their average scores were still above six, outpacing the dislikers.

The findings indicate that there are potential tools winemakers can use to make a smoke-impacted wine viable for the market, the researchers say. One option is blending, a common winemaking technique that in this case could involve mixing a smoke-impacted wine with a non-impacted wine. Winemakers can also take different approaches to labeling and marketing to specifically target the smoke-liking group.

“Our findings indicate that there is more forgiveness among consumers for these smokey wines than winemakers think,” Tomasino said. “It seems winemakers have a lot more options if they want to sell wine made with these grapes.”

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BizNews

Women more likely to choose wine with feminine labels

The more strongly the participants identified with other women, a phenomenon called “in-group identification,” the greater this effect was. A feminine label also influenced their expectation that they would like the wine better.

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To appeal to the majority of consumers, winemakers may want to pay as much attention to what’s on the bottle as what’s in it.

A three-part experimental study led by Washington State University researchers found that women were more inclined to purchase wine that had labels with feminine gender cues. The more strongly the participants identified with other women, a phenomenon called “in-group identification,” the greater this effect was. A feminine label also influenced their expectation that they would like the wine better.

With women representing 59% of U.S. wine consumers, the male-dominated field of winemaking might want to pay attention to the perceptions of this understudied group, said Ruiying Cai, lead author of the paper in the International Journal of Hospitality Management.  

“When you look at the market segments, women are actually purchasing a lot of wine. They are a large group,” said Cai, an assistant professor with WSU’s Carson College of Business. “We found that feminine cues speak to women consumers. They have more favorable attitudes toward the label and the wine itself. They were also expecting their overall sensory experience to be better, and they were more likely to purchase the wine.”

Gender cues often rely on stereotypes, and in initial tests for this research, a group of 90 women rated wine labels as more masculine when they featured rugged animals like wolves and stags as well as portraits of men. They designated labels as feminine that had cute animals, flowers and female portraits. Labels with castles and bunches of grapes were seen as neutral.

In two online experiments, a total of 324 women were shown fictitious wines with labels designed with these gendered cues. The participants showed higher intention to buy wines with a feminine label, such as a woman holding flowers, as opposed to a wine with a masculine label, such as a bulldog in a spiked collar. When asked about the expected sensory experience, they rated their liking of every sensory aspect higher, including the color, taste, aroma and aftertaste.

The participant’s level of wine expertise moderated their taste expectations but surprisingly, not their purchase intentions.

“Whether they were knowledgeable or less knowledgeable about wine, when they saw those feminine cues, they had a higher intention to buy the wine. The gender cue influence was so strong, it trumped the effect of that knowledge,” said co-author Christina Chi, a professor at WSU’s Carson College of Business.

A third experiment with another set of 138 women involved a taste test—also with a surprising finding. Researchers gave bottles of the same red wine with one of the gendered labels. More women who tasted the feminine-labeled wine ranked it higher in fruit flavors such as red current and blueberry than those who tasted the same wine with a masculine-cued label—and despite the fact those flavors were not dominant components in that particular wine. Women connected more mineral flavors with the masculine-labelled wine.

However, the participants who tasted the feminine-labelled wine reported liking it less than the women who tasted the masculine-labelled wines. The authors said this could be a result of the incongruence between the expected flavor influenced by the feminine label and the actual taste of the wine sample, which had a medium body, tannin and alcohol level.

Few studies have focused on the perceptions of women wine consumers in a field where 82% of the winemakers are men. That lack of perspective is very apparent on wine aisles, said Chi, noting that many vintners seem to favor masculine imagery like stallions, bulls and roosters–and one brand even features a prisoner in a jail cell.

“When designing the labels, winemakers should involve more women in the process, and it’s highly advisable to pilot test the labels among consumers for gender cues,” she said.

In addition to Cai and Chi, co-authors on this study include recent WSU graduate Demi Deng now at Auburn University and Robert Harrington of WSU.

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Strategies

Tips that businesses should consider during the holiday shopping season

Highlight your strengths—whether it’s one-of-a-kind products, exceptional offerings, or a strong local connection. Design your holiday strategy around what sets you apart and amplify these messages through social media and your marketing materials.

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As the holiday shopping season approaches, small businesses are gearing up for one of the busiest times of the year, from Black Friday to Small Business Saturday and beyond. 

SCORE, America’s largest network of volunteer, expert business mentors, offers entrepreneurs practical advice to make the most of the season.

Plan for the Holiday Rush

Reflect on last year’s performance. Did you meet your sales goals? Use your previous data to forecast sales, set promotional strategies and manage staffing needs to provide for outstanding customer care.

“It’s about more than just sales; it’s a powerful opportunity to connect with your community, attract new customers and reinforce relationships with loyal ones,” explains SCORE mentor Lizz Smoak.

If you plan on extending store hours during the holidays, communicate these updates with your team early so you are prepared to handle increased sales traffic. Ensure that employees are aware of the holiday schedule and have submitted any time-off requests to avoid last-minute scheduling conflicts. 

Create an Experience for Customers

“Engagement is key when customer traffic spikes during the holiday season,” notes SCORE mentor Christy Jones. “Consider offering curated gift guides or exclusive bundles to simplify decision-making for your customers, especially as you compete against large retailers like Amazon.” Plan a special event or connect with other local businesses to promote shopping small.

Stand Out from the Crowd

Consider how you can make your store or service the preferred choice. “Small business owners should contact their existing customers and highlight their unique level of service,” advises SCORE mentor John Doyle.

Highlight your strengths—whether it’s one-of-a-kind products, exceptional offerings, or a strong local connection. Design your holiday strategy around what sets you apart and amplify these messages through social media and your marketing materials.

Be E-Commerce Friendly

As you roll out holiday promotions, make sure that your digital doorstep is ready, too. Confirm your hours, location and contact info are updated on your website, Google Business Profile and other local listings. Many customers will be shopping on their phones so be sure your website is optimized for mobile use and that your most popular products are easy to find. A smooth checkout process is vital for keeping customers happy and encouraging repeat purchases.

“Small Business Saturday offers a prime opportunity for small businesses to step into the spotlight,” said SCORE CEO Bridget Weston. “With a strategic approach, small businesses can leverage this season and see big returns.”

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