This is part of what Alejandra Soto, Director of Latino Communications at Planned Parenthood, shared with Mario Carrasco in the latest episode of The New Mainstream Podcast: understanding Latino audiences requires much more than speaking their language.
“Latino consumers” may seem like a clearly defined audience. In reality, it includes people with very different identities, experiences, generations, languages, and cultural contexts.
And that difference matters.
A recent immigrant who is predominantly Spanish-speaking, a second-generation bilingual consumer, and a fourth-generation Latino who primarily speaks English may all identify as Latino—but they can consume media, respond to messaging, and engage with brands in completely different ways.
For brands, reaching Latino audiences requires much more than translating an existing campaign.
It means understanding who the audience is, what cultural context shapes their behavior, where they get information, and what makes a message feel authentic.
In her conversation with Mario Carrasco, Alejandra Soto explains how research, listening, and the ability to adapt strategies are essential to building more relevant multicultural communications.
Cultural relevance also isn't about adding recognizable cultural symbols to an advertisement.
A campaign can use the right language, imagery, or cultural references and still fail to connect with its audience.
The difference lies in whether those elements reflect a genuine understanding of the community or simply reproduce stereotypes.
For brands looking to Understand, Reach, and Engage multicultural audiences, that distinction can be decisive.
Mario Carrasco and Alejandra Soto explore what it really takes to build effective communications with Latino audiences, why “Latino” doesn't represent a single audience, and how research and cultural understanding can help brands build more authentic connections.
As the United States becomes increasingly multicultural, representation can no longer be reduced to simply including diverse people in a campaign. Consumers expect brands to understand their context, lived experiences, and the cultural cues that shape their identities.
The first era of multicultural marketing focused on increasing the presence of diverse communities in advertising. That progress was important.
Today, however, the conversation has evolved. Representation is no longer just about being seen—it's about feeling understood. Consumers quickly recognize when a campaign authentically reflects their reality…and when it simply checks a diversity box.
ThinkNow's World in One City research puts numbers behind this shift.
The result is a nearly 30-point gap between what consumers expect and what they actually experience.
ThinkNow calls this difference The Representation Gap.
Los Angeles serves as a signal market—a place where cultural trends often emerge before spreading across the rest of the United States.
Understanding how identity, representation, and cultural influence evolve in Los Angeles helps brands anticipate the changes that will shape consumer behavior nationwide.
Studying Los Angeles is about much more than understanding one city. It's about understanding where the future of consumer behavior is already taking shape.
Closing the Representation Gap requires far more than creating more inclusive campaigns.
Organizations need to understand how identity, culture, influence, and consumer behavior interact throughout the entire decision-making journey.
That's exactly what ThinkNow's new framework is designed to do.
More than a research report, it provides a practical approach to helping brands, agencies, and organizations turn representation into a competitive advantage through research, audience intelligence, synthetic insights, and activation.
The Representation Gap explores the data, strategic framework, and business implications for organizations looking to build more relevant brands in multicultural markets.
Download the complete framework and discover how ThinkNow helps organizations Understand, Reach, and Engage the audiences shaping the future of the marketplace.
For years, many organizations have approached multicultural marketing by asking who their audience is. Increasingly, however, the more important question is how people define themselves, experience representation, influence culture, and make decisions.
ThinkNow's latest Diversity OS report demonstrates that diversity is no longer simply a demographic characteristic to account for during campaign execution. Instead, it functions as the operating system shaping consumer behavior, brand perception, and purchasing decisions, particularly in markets like Los Angeles that often foreshadow broader national trends.
One of the clearest findings from the report is that consumers do not think about diversity the same way many marketers still do. Nearly seven in ten Los Angeles residents (69%) say everyday diversity best represents the city, while 67% believe brands should reflect that diversity in their advertising. These findings suggest that multiculturalism is no longer viewed as a niche audience strategy but as a baseline expectation for brands operating in diverse markets.
The report further shows that traditional marketing models often treat diversity as a downstream campaign decision through casting, language adaptation, or audience segmentation. ThinkNow’s diversity OS model, a market research framework designed to help businesses understand how modern consumers make choices based on consumer cultural background, identity, personal values and spending habits, positions diversity as market infrastructure that should inform consumer outreach strategies from research and creative development through media planning and customer.
The report also shows that while consumers expect brands to reflect diverse communities, they do not believe current advertising meets those expectations. Although 67% of respondents say diversity in advertising is important, only 37% feel Los Angeles is accurately represented in advertising and media. In what we document as a ‘representation gap,” we find that consumers are not simply asking to see more diverse faces. They want authentic portrayals of neighborhoods, families, languages, values, and everyday experiences. For organizations, accurate cultural representation means measuring cultural accuracy and credibility in advertising, not just diversity in visible representation.
Our report also further reinforces Los Angeles' role as a leading indicator for national consumer behavior. Sixty-five percent of Los Angeles residents agree that the city sets trends for the rest of the country. Respondents point to entertainment, food, fashion, sports, and neighborhood culture as major areas of influence. The implications of our findings point to more targeted efforts to connect with the communities where trends first emerge. Understanding local cultural signals can help brands anticipate broader shifts in consumer expectations before they spread nationally.
Perhaps the most practical finding in our report is that cultural relevance directly influences purchasing behavior. More than half of respondents (58%) say local authenticity matters when it comes to purchases and experiences. These trends are even higher among Black and Hispanic consumers. In this context, authenticity cannot be added at the end of a campaign. Instead, the data shows that it should shape research, messaging, partnerships, media strategy, and customer experience from the beginning, because consumers increasingly evaluate brands based on whether they demonstrate a genuine understanding of the communities they serve, not simply whether they acknowledge diversity.
Our diversity OS framework encourages organizations to rethink multicultural marketing as an ongoing strategic discipline rather than a campaign-level tactic. Overall, our findings highlight four interconnected drivers of consumer behavior: identity, representation, influence, and decision-making. Together, these dimensions provide a more comprehensive way to understand how consumers connect with brands in increasingly multicultural markets. As consumer expectations continue to evolve, organizations that build cultural intelligence into research, creative development, media planning, and customer experience will be better positioned to create messaging that feels relevant, credible, and authentic across the communities they hope to reach.
Download full report here.
For years, many brands have operated under a quiet assumption:
The more culturally specific you are, the greater the risk.
Traditional logic suggests that neutrality protects mass reach and that leaning into specific cultural identity may create controversy or alienate audiences.
But new data from ThinkNow challenges that belief directly.
We conducted an online survey among residents of the Los Angeles DMA, exploring perceptions of Bad Bunny’s selection as the Super Bowl Halftime performer. The findings do not reveal hesitation. They reveal validation.
The myth of cultural risk does not hold up under data scrutiny.
Download the full report here.
Overall sentiment toward Bad Bunny’s participation is clearly favorable among all Los Angelenos.
Consumers are not reacting defensively to representation. They are recognizing it as culturally meaningful and aligned with broader shifts in American culture.
The assumption that cultural specificity shrinks reach is not reflected in audience perception in one of the country’s most culturally influential markets.
Sports engagement among LA DMA residents is widespread:
Rather than fragmenting audiences, cultural relevance drives additional engagement.
If representativeness were truly a brand risk, perception metrics would reflect hesitation or backlash. The data shows the opposite.
When asked how a brand using Bad Bunny in a Super Bowl commercial would affect perception:
On perceived risk:
In other words, perceived controversy is limited.
The commercial upside, however, is measurable:
Brands using Bad Bunny are most commonly associated with being inclusive, youth-oriented, and trend-forward.
This is not reputational erosion. It is brand strengthening.
Los Angeles is widely viewed as a cultural hub.
Among LA County residents:
LA is not a peripheral market. It is a leading indicator of where culture is moving nationally.
The data does not support the belief that cultural representation creates brand danger.
It shows the opposite:
The myth of cultural risk appears to exist more in corporate caution than in consumer behavior.
For brands planning national campaigns, especially in high-visibility moments like the Super Bowl, the question is no longer whether representation is risky.
The question is whether ignoring cultural reality is the greater risk.
Because for consumers, representation is not a gamble. It is a need.
If you are planning national or multicultural campaigns, this study provides concrete evidence of how consumers actually respond to cultural representation.
Download the full report to explore the complete findings, data, and analysis from the LA DMA study.
Holiday 2025 is shaping up to be a year of early planning, tighter budgets, and strategic channel shifting, and Hispanic consumers are at the center of this transformation. A national survey of 600 adults, including 300 Hispanics and 300 Non-Hispanics, uncovers how economic pressures, DEI pullbacks, and rising household costs are reshaping holiday behavior across the country. The data reveals that Hispanic shoppers are changing behavior more quickly and more decisively than their Non-Hispanic peers, which creates both challenges and opportunities for brands trying to reach these high-value households.
Download the full report here.
Three out of four Hispanics say their everyday spending has changed since the start of the year. This is significantly higher than Non-Hispanics. Cost sensitivity is driving widespread behavior changes. More than six in ten Hispanics are cooking at home more often, cutting back on dining out, and choosing lower cost or secondhand alternatives. Budget adjustments are strongest among bilingual and Spanish dominant households, which are also the groups most likely to adopt new savings tactics and switch retailers.
Over the past six months both Hispanics and Non-Hispanics have shifted toward free media, but Hispanics are leading the migration. Cancellations of paid streaming platforms are more common among Hispanic households, especially Millennials and bilingual respondents. YouTube, social media, and free video services show rising engagement. Millennials have the highest rate of switching, reinforcing that mobile first video first environments remain essential for effective holiday advertising.
Christmas, Thanksgiving, and New Year’s Eve remain universally celebrated, but Hispanic cultural traditions play a strong secondary role. Nochebuena, Día de Muertos, Las Posadas, and Three Kings’ Day show high participation among Hispanic respondents, which expands the holiday window for marketers seeking season-long engagement.
Holiday shopping begins early for many Hispanics. Nearly 30 percent of bilingual consumers begin shopping by July and Spanish dominant shoppers peak in November before Black Friday. Gen X consumers are the most likely to start early across both ethnic groups.
Spending intent is another differentiator. Hispanics plan to spend an average of 702 dollars on gifts compared to 616 dollars among Non-Hispanics. Twenty five percent of Hispanics expect to spend 1,000 dollars or more. Larger households and buying for more children contribute to these higher totals.
Amazon, Temu, eBay, Walmart, and Target continue to lead among all segments. Hispanics show a stronger mix of channels. They are more likely than Non-Hispanics to shop at department stores and discount stores, yet they also report a stronger shift toward online shopping compared to last year.
Smartphones are the primary device for holiday purchases across segments, especially among younger Hispanics. This indicates that frictionless mobile checkout is no longer optional. Buy Now Pay Later is also used at higher rates among Hispanics, particularly bilingual Millennials and Gen X.
Price is the top influence for holiday shopping decisions, followed by product quality. Hispanics show higher responsiveness to offers and rewards programs. Free shipping, coupons, and loyalty benefits are the most effective promotional levers.
Discovery patterns also differ. Hispanic consumers rely more heavily on family and friends, YouTube, social media, and in-store displays for ideas. Millennials, especially bilingual Hispanics, are much more likely to use AI tools like ChatGPT when searching for gift inspiration.
Hispanics travel for pleasure during the holidays at higher rates than Non-Hispanics. Travel is largely domestic and family oriented. Millennials lead in travel intent, while Spanish dominant and bilingual consumers are the most likely among Hispanics to take trips
Nearly 60 percent of bilingual Hispanics say the race or ethnicity of influencers is important when deciding whether to trust recommendations. Millennials show similar patterns. This contrasts sharply with English dominant Hispanics and Boomers, who place less weight on cultural identity. This signals that representation continues to matter, especially for younger bicultural audiences.
Holiday 2025 consumer behavior is defined by early planning, value sensitivity, and digital discovery. To reach Hispanic households effectively during the Holiday season, brands should consider the following actions.
The 2025 holiday season will likely reward brands that understand how quickly Hispanic consumers are adapting to economic pressures and evolving digital habits. Their stronger shift toward value seeking, earlier shopping timelines, high mobile engagement, and reliance on family, social platforms, and culturally aligned influencers creates a distinct path to purchase that is not mirrored in the broader market. These households are younger, larger, and more active across retail channels which positions them as a critical growth audience for retailers and advertisers. Brands that meet them with relevant language, compelling offers, and mobile friendly experiences will capture disproportionate share in a competitive season that begins earlier each year.
Download the full report here.
People make assumptions. While that may seem like a common character flaw, it can have serious implications on brand perception. When marketers rely on outdated stereotypes and beliefs about the American public, they are ignoring the complex reality in which consumers live. Today’s consumer is far more nuanced than the binary labels imposed upon them, e.g., Democrat vs. Republican. Clinging to binary frameworks in a rapidly shifting cultural and political landscape leaves brands vulnerable to costly missteps.
To avoid pitfalls, brands must do the work upfront. Trust in traditional institutions may be eroding, but people still want something to believe in. This creates opportunities for marketers to partner with market researchers to do a deep dive into the cultural drivers that activate and define the audiences being engaged.
But navigating today’s sensitivities requires more than curiosity. It demands intentionality. Brands must know who they are, know who they’re speaking to, and test their messaging, values, and assumptions across lines of identity. Many Americans share core values like freedom and fairness, but how those values are interpreted depends on who you ask. That’s why words matter.
There’s often a gap between what brands think their words mean, what they intend them to mean, and what people actually hear. Closing that gap is critical. But brands that attempt to please everyone risk saying nothing at all. Instead, marketers are encouraged to double down on their core identity and speak directly to their audience, even if it means not appealing to everyone.
In this episode of The New Mainstream podcast, Julia Glidden, Group President, U.S. Public Affairs and Ruth Moss, SVP, Senior Client Officer at Ipsos North America unpack the findings from the newly released “Know the New America” report that explores how political, cultural, and economic shifts are transforming the consumer and business landscape.
As we navigate a year of economic uncertainty and shifting consumer shopping preferences, ThinkNow’s latest Clicks vs. Carts: 2025 Shoppers Report reveals a nuanced picture of how Americans are shopping in 2025, and what that means for retailers, marketers, and brands looking to stay competitive. The quantitative research report is based on a nationally representative sample of 1,500 consumers from ThinkNow’s market research panels and breaks out the findings by age and ethnicity. Some highlights include:
While two out of five Americans believe their finances will improve this year, the country remains split on the broader economic outlook. Inflation remains the top concern across all demographics, especially among older consumers. Millennials and Gen Z are more hopeful about their personal financial future, which is an encouraging sign for brands targeting younger buyers.
In 2025, consumers are prioritizing practical purchases such as smartphones, travel, electronics, and home upgrades. Big-ticket items like homes and luxury goods are on the back burner. More than ever, brands must now focus their messaging on value, durability, and emotional connection.
Online shopping continues to grow, with nearly half of Americans making online purchases at least once a week. Gen Z and Millennials lead the charge here, with Gen Z showing the highest daily online shopping rates. Still, in-store shopping remains vital—especially for groceries, alcohol, and home goods—proving that omnichannel strategies are essential.
Clothing and fashion purchases increasingly straddle online and in-store channels, as consumers seek convenience and tactile experience. Millennials are expanding their online habits into groceries and appliances, while Gen Z is driving new growth in beauty and electronics online.
Across categories, price and quality are the two biggest decision drivers. Brand reputation, customer reviews, and the ability to touch or try products also play a role, especially for big purchases. Speed of delivery and easier returns are crucial levers for increasing online conversion.
Amazon is the top online retailer, but Walmart and Target are strong contenders, especially among African American and Hispanic consumers. Younger shoppers are also exploring platforms like Shein, Nike, and Instacart, reflecting a broadening of the digital marketplace.
More than half of Hispanic consumers say they sometimes or always look for Spanish-language shopping options. Millennials and Gen X Hispanics also place greater importance on culturally relevant marketing, from language to holiday promotions. For brands, marketing to the nation’s growing Hispanic population isn't a trend—it's a necessity.
Consumers see faster delivery, mobile-first shopping, and sustainable options as key trends shaping the future. Gen Z and Millennials are driving interest in social media shopping, while Gen X shows the greatest enthusiasm for immersive retail experiences like AR and VR.
To boost online sales, consumers are calling for better discounts, faster shipping, and simpler return processes. This points to a continued expectation for convenience, transparency, and value delivered with cultural fluency and digital agility.
As consumer shopping expectations evolve, brands must adapt strategies that blend price sensitivity, omnichannel experiences, and cultural resonance. Whether online, in-store, or in-between, the shopping journey of 2025 is dynamic and deeply human.
Download the report here.