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A PwC 2025 Customer Experience Survey found that 52% of consumers stopped buying from a brand following a poor product or service experience. Separately, an Idea Grove survey of 1,000 U.S. consumers found only 2% would purchase from an unfamiliar brand based solely on an AI recommendation without further research.
A commentary on brand reputation contends that the traditional marketing playbook—defining a message, building a campaign and pushing it to audiences—no longer works as intended. It argues that professionals should instead act as conveners and guides for brand narratives rather than attempting to control them outright.
A new industry piece argues that chief information security officers and chief marketing officers must proactively coordinate before a security incident occurs, rather than only communicating during a crisis. Security experts including David Elfering of Carrix and Diana Kelley of Noma Security recommend establishing standing touchpoints and joint crisis communications plans so security risk can be explained in business terms rather than technical jargon.
An Entrepreneur opinion piece argues that most chief executives mismanage their company's search engine presence, viewing it as a static reputation gauge rather than an active revenue source. The author notes that page one of search results functions as an informal vetting tool for prospects, investors and job candidates before any direct contact occurs. Citing data showing 93% of online experiences start with a search engine, the piece calls for continuous, deliberate management of digital search visibility.
An Entrepreneur contributor argues that franchise brands often struggle with recruiting new franchisees not because of weak marketing, but because senior leaders fail to stay engaged as 'Executive Sponsors' of the effort. The role involves clearing obstacles, allocating resources, managing risk, and communicating the purpose behind recruitment goals rather than simply delegating the task to a team.