Half of Organizations Send the Wrong Marketing Messages to Customers
The result of this data deluge? Organizations lack the insight into their customers they desperately need to deliver meaningful experiences, secure sales, and retain customers. New research estimates 48% of them struggle to gain these insights due to the data silos and more than half admit they don’t have a full picture of their marketing data and their customer journey.
Given the many challenges marketers are up against, it’s no wonder they struggle to define their customer journeys and optimize customer interactions. Below I offer some advice for those in this data struggle.
Multi-Location Marketers Want to Do More Social Advertising, But One Big Thing Stands in the Way
Unlike search, social is a push medium that marketers can use to reach new audiences. Social can leverage rich ad formats such as mouth-watering images of restaurant dishes, explainer videos for complex products, and eye-catching celebrity or influencer endorsements that are much more impactful and engaging at storytelling than search.
Today’s local enterprise advertisers know that they should be leveraging the one-two punch of search and social together. One day they will. But until social advertising can offer the same streamlined workflow that can make managing hundreds or thousands of locations as easy as search makes it, social will still lag behind in the local marketing media portfolio.
First-Party Versus Third-Party Data: What You Should Know
Using first-party data is a win-win. As marketers, you are fostering an ongoing relationship with your customers and prospects by better communicating and serving them. But there needs to be a strategy and long-term commitment. In a survey of US digital marketers by Advertiser Perceptions and programmatic agency MightyHive, respondents said they were, on average, tapping into just 47% of their company’s first-party data potential. It takes the right strategy and technological infrastructure in place to activate first-party data at scale.
Spotlight On: Creative Testing Best Practices for Q3 2019
User acquisition advertising is evolving rapidly. Every quarter for the last few years, either Facebook or Google has made significant changes to their platforms that make it more and more possible to automate user acquisition advertising. Because these changes are available to everyone, competition has increased. Any competitive advantage that third-party ad tech tools had given is gone.
The last thing the machines have not automated or started to automate – creative – ends up being a UA manager’s last competitive advantage.
This makes every aspect of creative vital to success.
The History and Value of Citations, or Citations are Dead, Long Live the Citation
Mihm to Blumenthal: Setting aside the fact that the vast majority of calls you receive from non-Google directories are from salespeople, if you’re paying for an expensive citation service with analytics, compare the non-Google numbers to your GMB Insights. It’s going to be a drop in the bucket.
It’s time that every brand, regardless of size, ask itself whether going beyond Google, Facebook, and maybe Yelp is worth paying any premium.
If a tree falls in the citation forest and no customers are there to see it, not only does it not make a sound, but Google doesn’t care that it fell.
Third-Party Data and Third-Party Cookies Are Not the Same
Google’s recent announcement that it will change how its Chrome browser handles cookies has created some confusion about the impact on advertisers and ad tech platforms, particularly around the creation, selling, and buying of third-party data. Unfortunately, much of the confusion stems from a lack of clarity on the key terms.
Although third-party data and third-party cookies sound similar, they are very different things. I often find that marketers and media confuse the two.
Data Trends with the Highest Impact In 2019
At the beginning of the year, we like to take time and speculate on which data science trends will make the biggest splash in the year. Now that we’re entering the second half of 2019, it is a good time to take a look at our initial assumptions regarding these trends and re-evaluate each one’s impact on the industry.
LBMA Vidcast: Zeta Global and PlaceIQ, Amazon’s Delivery Innovation
On this week’s Location-Based Marketing Association podcast: U.S. Army #InOurBoots VR recruiting, Transport for London using WiFi tracking, Havaianas shoppable boardwalk, McDonald’s Sweden’s QR picnic blanket, Zeta Global takes over PlaceIQ’s ad business, Amazon’s employee incentive for creating delivery start-ups.
The Deceptive Arguments Amazon Uses to Shirk Responsibility for AI
In a recent column, Recode founder and New York Times columnist Kara Swisher cut to the core of what would seem to be concessionary calls for regulation from Big Tech firms, summarizing their attitude like this: “We make, we break, you fix.” She’s right, and with Google, Amazon, Apple, and Facebook doubling their combined lobbying spending from 2016 to $55 million in 2018, it is worth taking a closer look at the kinds of arguments the companies are trotting out to avoid responsibility for the outcomes of the technology they produce and sell. We should be particularly concerned about the arguments tech firms are making about AI, which is already remaking our society, replacing steps in crucial human decision-making processes with machine-generated solutions.
For an example of how tech firms are attempting to get away with peddling potentially dangerous AI-based tech to powerful entities like law enforcement agencies while accepting minimal accountability, consider Amazon’s Rekognition.
Connecting the Customer Journey from Online to Offline
The blurring lines among search, social, and e-commerce only muddy the water when it comes to determining the customer’s journey to conversion. So, how can advertisers accurately attribute their marketing dollars to customer wins? Increasingly, marketers are turning to a multi-touch attribution strategy that includes both online and offline conversions, thereby moving away from simplistic last-touch attribution models.
Mobile Is Always Local: Thoughts on the Future of Online-to-Offline Commerce
The other day, Uber Eats announced a new service that struck me at first as a little surprising but, once I absorbed the idea, seemed strangely inevitable. In select cities like Austin and San Diego, you can now order food ahead of time, monitor your order status, and arrive at the restaurant just in time to begin dining, your table ready and waiting for you. This on-demand dine-in service is meant to remove time and effort from the experience of eating out, and it may also help restaurants fill empty tables during off-peak times by enabling special time-based incentives.
When I say it seems inevitable that an app would eventually “solve” waiting for your food at restaurants, I have two things in mind. The first is a quote from Twitter co-founder Ev Williams that, to me, strikes at the root of contemporary trends in innovation. The second point I want to observe here is that the highly representative user experience created by Uber Eats is taking place on a mobile phone.
Publishers (And Everyone Else), Beware Amazon
Amazon’s success comes at a cost for publishers. Its growth means that retail and CPG brands are shifting digital spend away from publishers, siphoning off a key source of revenue. How can publishers compete? Their survival may come down to better ways of monetizing existing channels like email, as well as more effective use of their greatest asset: first-party data.
The hope for publishers lies in email and the power of the email address. With email, publishers have a logged-in channel that’s virtually fraud-free. Email represents a direct relationship with the consumer and one that is detached from platform intermediaries that have unfairly claimed revenue and attribution from the rightful influencer: the publisher. And contrary to popular belief, email is still a channel where people spend over five hours a day. What’s more, email is impervious to subtle shifts of an algorithm that force a publisher to buy the right to reach people, as opposed to owning the relationship with those who have requested a publisher’s content in the first place.
Teaching An Old Brand New Tricks
An agile brand strategy allows organizations to update traditional brand messages in the moment as events happen, while still remaining true to their core values and identity. Agile branding is not about changing things all the time; it’s about responding and iterating in order to stay relevant.
Technology is the driving force behind agile branding. Modern consumers expect more from their favorite brands, and through a variety of tech platforms, they interact with them on a daily basis. Connecting to consumers through digital and largely interactive channels (like social media) gives brands access to a valuable supply of consumer data. In this “always-on” culture, knowing what consumer audiences are saying, thinking, and feeling about your brand in real time is at the core of an agile brand.
Why Texting Is Indispensable for Mobile Marketing Today
Historically, because of cost and resource restrictions, text messaging was a marketing tool reserved for Fortune 500 companies. But thanks to new advancements in digital marketing platforms, it’s now available to businesses of any size, with any budget and in any industry. Whether you’re a non-profit group, government entity, corporation or startup, your organization can and will likely benefit from this need-to-have approach to engagement.
To establish meaningful relationships with customers and ultimately build brand loyalty, consider these mobile messaging strategies as one part of your company’s overall digital marketing campaign.
LBMA Vidcast: Sam’s Club and Instacart Partner on Alcohol Delivery
On this week’s Location-Based Marketing Association podcast: Brands form “Voice Coalition”, CherryPicks navigation + translation app, Paytronix + FriendShip loyalty, Signify’s new LiFi, Coca-Cola Italy drives recycling, Sam’s Club + Instacart for alcohol delivery. Special – new white paper from Digital Element.
12 Years After the iPhone, Marketers Need to Lean Into Digital Wellness
Once upon a time, “getting a Starbucks coupon as you walk by a Starbucks” was the Holy Grail example of the potential power of mobile marketing. With the iPhone turning 12 years old this week, it’s a great time to observe how drastically more sophisticated digital relationships between consumers and brands have gotten thanks to the supercomputers in our pockets.
Mobile is now about building a customer journey and taking patrons to the next level rather than a single, location-based transaction. You hear it a lot: the customer journey reigns supreme, but there’s a good reason for “customer journey” becoming like the Greek chorus in marketing. Consumers are inundated with messages from brands, so marketers need to be judicious about how, when, where, and why they reach out to customers.
What’s a Cloud Kitchen? Amazon’s Next Move to Revolutionize a Major Shopping Sector
Jeff Bezos likes to say, “Your margin is my opportunity.” Like with Whole Foods and grocery, Amazon moves into new verticals and applies its logistics-first approach to carve out margins, then undercut competitors. It is even getting into shipping, in a move to own its delivery infrastructure.
The next local conquest could be restaurants. For Amazon, it’s not just about serving food, but doing so in a way that aligns with its forte: delivering things to your home. The biggest clues and synergies lie in its established delivery and logistics playbook as well as its recent $575 million investment in Deliveroo.
Enter the cloud kitchen.
Embracing Hyperlocal Creative at Scale
The challenge of authentic content is doing it at scale, in a way that is brand safe, across all markets. While creating custom content could seem like a feasible task for international companies with endless resources at their fingertips, even legacy brands all too often struggle with personalized, custom, local content at scale. It’s equally as challenging for local businesses like franchises, small agencies, and Mom-and-Pop shops who are charged with many business tasks outside of content creation. One of the pivotal concerns in digital marketing as it applies to content and content creation is having an efficient process to scale content production.
So, how can franchises, local businesses, and brands scale their creative marketing content to better reach local markets?
How Long Will Google’s “Calculative PR” Playbook Work in Local Search?
Mihm: The engineering mindset that millions of spammy listings in a corpus of hundreds of millions of legitimate listings worldwide, or a (hundred million?) spam reviews in a corpus of billions of legitimate reviews worldwide, are simply “edge cases” that are beneath Google to prioritize reflects a profound lack of empathy for how their technology impacts fellow human beings — both consumers and especially small business owners and their employees.
Blumenthal: Absolutely agree. And a related problem is that they see customer service in the same context: as an engineering/cost-benefit problem to solve, not as a way to improve their product. As such they see the last 5, 10 or 15% errors in their big data solutions as just a cost of doing business that they have no responsibility to solve.
Consulting Firms and Agencies Are the Perfect Complement for Data-as-a-Service
External data is incredibly hard to use and make sense of. After all, it is just data. It is usually delivered via a big CSV dump or API call. Most data companies just hand off the data to their customers and say “good luck.” In fact, a decent amount of purchased data just sits on the shelf and is never used.
This is where the forward-thinking consulting firms and agencies come in. They have a massive opportunity to help organizations make use of external data.