Consumers who discover new brands, products and services through word-of-mouth recommendations and reviews are five times more likely to be loyal to those brands than those which are discovered using AI (56% net positive impact on loyalty vs 11%). That’s according to a new report from the Data and Marketing Association (DMA) that has revealed a stark disconnect between the customer engagement tactics marketers are adopting and what consumers actually value. The DMA’s Loyalty in the Age of AI report, released today, also highlights a clear generational divide in responses…
Read MoreHuman ‘word of mouth’ beats AI for brand loyalty, new DMA research finds
