Category Archives: Digital

Grocery shopping goes back to the future, despite Amazon’s arrival…

18 Tuesday Jul 2017

Posted by in Digital, Digital marketing, Marketing, Marketing Automation, Sales

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Unlike many of the marketers in the packaged goods industry, I’ve some hands-on experience in the grocery category.

Back in ancient times, the early 1980’s, my family bought a suburban supermarket in Sydney. Every day we’d arrive early to collect the milk and dairy products outside the store before the sun hit them. And every night we’d shut up shop and head home, somewhere around dinner time.

It was the first time I knew the meaning of “putting your feet up”. That’s because if you’ve been on your feet for 12 hours, up and down ladders, carrying and unpacking boxes and taking bags of groceries out to customer’s cars, all you want to do when you get home is put your feet up and enjoy a cold beer – which we did each night.

An actor portrays me helping a customer…

In those prehistoric times we provided a home delivery service. (my mother also used a similar service when I as a wee lad) Here’s how it worked.

Customers would write their shopping list on a piece of paper and drop it into the store. Or they’d call us on the phone and we’d take the order. Some customers had standing orders each week and only called us to change the order. They’d pay us in cash, or even a cheque, to settle the account.

So our customers would send us their shopping list, we’d pick n pack it, then deliver the groceries to their home. It was amazingly old-fashioned dear reader. We also delivered goods from other stores on our shopping strip, like the butcher or baker, as part of the service.

Another actor portrays me delivering groceries…

But jump forward to 2017. Amazon is coming! The sky is falling. Online sales are growing – mainly because that’s what happens from a standing start, sales grow.

More importantly though folks, thanks to amazing digital disruption, customers can order their groceries on a website or app. They just enter their order on a keyboard, use their credit card to pay for the goods and the grocer delivers the groceries to their home.

Unbloodybelievable. How far have we come thanks to digital disruption? Whereas customers once used a pen and paper to write their order and the grocer delivered the goods, now customers use a keyboard to enter the order and the grocer delivers the goods.

This is such disruptive behaviour, it’s obviously a reflection of something going on in society. It seems some of our old habits have a long tail. Students of marketing will be well aware of the consumer behaviour of the 19th century – ordering goods remotely through mail-order catalogues and then having the goods delivered to your home.

It appears this same behaviour is catching on again. Amazon used to rely on this, but now they’ve bought retail stores too, so customers can go shopping in the stores, not just get home delivery.

So roughly 160 years since the early mail-order catalogues and thirty-something years since my family did home delivery, people’s behaviour is, well, it’s the same as the 19th century. Very little has changed. Surely there has to be a digital buzzword for this phenomenon of things remaining the same?

Gotta go now. Have to do the grocery shopping…where’s my shopping list?

 

Disruptively connect to me https://www.linkedin.com/in/malcolmauld/

The myths and lies of the fake sharing economy…

08 Saturday Apr 2017

Posted by in Digital, Digital marketing, Marketing, Social Media, Thought Leadership

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The headline for this post could easily have been any of the following:

“Stop all the lying you marketing bastards” OR

“Happy birthday to the sharing economy now 200,000 years old” OR

“Change hands please and describe your business accurately”

As you all know, we marketers love our buzzwords. The “sharing economy” is one of the most popular from recent times. It’s used in seminars, in articles by “thought leaders” and anywhere someone out of their depth is trying to make an impression.

To set the scene, let’s briefly review the definition of “sharing”

sharing = “use, occupy or enjoy (something) jointly with another or other”

AND

sharing = “give a portion of (something) to another or others”

There is no definition of sharing in any dictionary on the planet that says sharing involves a commercial transaction, where one party charges another party for services.

The sharing economy is one of the oldest on the planet. It’s been around since the arrival of humans. I suspect cavemen (and cavewomen) shared their caves and food with people other than their family. Maybe even passed a rock among themselves to use as a tool?

All of us have shared things throughout our lives and will until we die – food, drinks, seats, newspapers, spare beds, car pooling, stationery, lawn mowers, chores and much more.

At no time in this “sharing process” do we ask for payment. The reason is simple. You cannot call it sharing if you charge for the service. Because by definition, it’s not sharing, it’s a commercial transaction. You are conducting business if you charge for services – you are not sharing.

So please, all you marketing wannabes, just tell the truth.

A Bed & Breakfast (BnB) service is a commercial business, so just putting the word “Air” in front of it doesn’t suddenly make the service free, in terms of sharing.

Airbnb is a room booking service. Uber is a taxi booking service. And both companies do their damnedest to avoid paying tax in any of the countries in which they operate, as do most of the people who deliver their services.

Airbnb actively advertises on radio for pensioners to supplement their pensions by becoming an “Airbnb host”. It offers no advice to the poor pensioners on how the extra income will affect their pensions. They may lose their pensions by becoming a host. That’s not much of a sharing, nor caring, way to do business.

Meanwhile, Uber is losing $Billions annually and is plagued by all sorts of management problems and legal action. And when you read its business strategy, (it’s not a sharing strategy) the future is about driverless cars, so where’s that leave current drivers funding its “growth”? I suppose the reason is, Uber’s sharing model, sorry I meant business model, relies on financial transactions, rather than sharing, for its survival.

So given there is absolutely no sharing involved in the fake sharing economy, maybe a correct name for this new service category could be “the make a quick buck while avoiding tax economy“?

It’s certainly more accurate. And it’s not teaching our children that lying is an acceptable business practice, so it’s much more ethical.

Have to go now. I can hear my bride calling. I think she wants to share my wallet. So I guess there is payment involved in sharing after all…

Would you encourage your children to work in marketing? I doubt it…

20 Monday Mar 2017

Posted by in Advertising, Branding, Digital, Digital marketing, Email marketing, Marketing, Marketing Automation, Media, Social Media, social selling, Telemarketing

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Some of you may have noticed I haven’t blogged for about three months. I decided to take time out to observe the industry through rose coloured glasses and find some positive examples of advertising to share – regardless of channel. I might as well have tried to climb Mt Everest naked. Sorry for that vision folks, but that’s how difficult the task has been.

Because when you stop for a moment and take a gander, the sight is really sad.

I’ve spent most of my life working in marketing in one way or another – as a business owner, running marketing departments, running agencies and educating executives and students. Never in my experience have I known the marketing industry to be so shonky, shoddy, dishonest, artificial, delusional, self-destructive and downright on the nose.

Why would anyone want their children to get a job in marketing? It’s become an embarrassment to say “I work in marketing”. You might as well say “have you met my parole officer?”

The growth in deplorables (to steal a recent popular word) is directly linked to the rise of the digital marketing industry and all the charlatans it has attracted. It seems they’re all drinking the same kool-aid and believing their “owned media” to use a digi-buzzword. Their mantra is one of the oldest on the planet “a sucker is born every minute” and it’s easy to chant when the suckers, sorry marketers, are hooked on FOMO and fashion.

Everywhere you turn there are examples. And it’s been getting worse every year. I produced this parody video in 2011 to promote an event, partly because like many, I couldn’t find any facts to support the outrageous claims about online usage by consumers.

Then this book was a best seller in 2012. I cannot find any similar publications claiming analogue channels to be so dishonest.

The first abuse of a marketing channel was the telephone and this was countered by government and industry with “do not call” registers. The problem with telemarketing was not so much dishonesty, rather it was the frequency of unsolicited calls into people’s homes.

The spiral to dishonesty started with email marketing. The scams, abuse of privacy, illegal use of email addresses, spreading of viruses and frequency of messaging, created so many problems that governments created anti-spam laws as well as data privacy legislation. Email continues to be abused, with most people now having a daily ritual of deleting unsolicited or irrelevant messages.

Here’s a quick snapshot of the marketing industry as we know it today…

The fake internet is growing so fast it will be one of the biggest online industries in less than a decade. Bob Hoffman, another lone but increasingly louder voice in the wilderness, has been very vocal about the fraud in the online advertising industry. In a number of articles, he has revealed that the percentage of clicks on online ads by robots, varies from 30% and up to 90%. Agencies have no way of telling how much “traffic” or “clicks” are by robots, as even the publishers themselves don’t really know. Yet marketers are charged for this fraud.

Then there is the “fake profile” industry. Software can now create social media accounts for anything connected to the internet. So your grandmother’s new fridge, or your sound system running from an app, will be hacked and a profile created using the device’s unique IP address.

The fraudsters then buy fake followers, they cost as little as $2.00 for a thousand, and create a fake following. The “profile” then publishes fake content, either stolen, or created by slaves with no subject expertise, working in Eastern Europe, the subcontinent, or South America. Ad space is then sold on these “fake profile” sites to computerised advertising networks. Marketer’s ads then appear on the sites, with the marketer being none the wiser.

As the system is fully computerised and rarely has a human eye to analyse it, the ability to scam the programmatic ad networks to create fake sites and earn automatic “fake revenue” is huge.

But the digital marketing industry seems uninterested in addressing the issue. One of the drivers behind this lack of interest is that very few marketers care. They never look at their digital analytics. It’s more important to be seen to be “digital” and mediocre, than to be using digital channels profitably. An Australian report suggested more than 60% of senior marketers didn’t bother looking at or using the analytical data their digital marketing generated. So they have no idea what works or what fails.

Media companies have now admitted they have been falsely charging for online advertising and are returning $millions to clients, rather than face messy legal action. Dentsu was the first to raise its guilty hand.

I have one client about to go to court with its global media agency because the agency refuses to use the client’s programmatic advertising account. The reason is simple. The moment the client gets access to the account they will discover how much they have been ripped-off over the terms of the contract to date. It seems the agency is hiding behind a clause in the contract that says bookings must be on its account. The media agency would rather lose the client’s business across the globe than be found guilty of fraud.

Facebook admits it has overstated video viewing by as much as 80%.

Sir Martin Sorrell has called out Google for unwittingly allowing advertisers to subsidise extremist terrorist sites with their advertising.

Proctor & Gamble, the largest media advertiser in the world is threatening to stop advertising online unless the industry starts to act honestly and ditches its self-interest. P&G has already reduced its Facebook spend because it resulted in an appalling loss of revenue and market share.

While French media agency Havas has followed suit and pulled all advertising from Google and the YouTube platform until they “deliver the standards we and our clients expect”.

An active Twitter user is someone who accesses their account once a month – and there are more inactive accounts than active ones. #whybotherwithtwitter

FYI Google, YouTube, Twitter, Facebook and LinkedIn remain the major publishers that continue to refuse independent auditing of their platforms. Whereas all the major analogue publishers have always participated in independent auditing as part of providing a legitimate service to advertisers.

How did it get so bad? I suspect that one reason is the fact so many people claiming to be digital marketers know nothing about marketing and just a little bit about binary coding. They have no respect for marketing, dismissing it as “just part of the process” for anyone who can use a keyboard. Or they’ve read a definitive guide and so have become a definitive expert.

I was in a meeting with a digital marketing manager who stated with authority; “a brand is just the logo taken to the next level“. But he did it with such conviction the juniors in the room took notes – I just shook my head and asked for more coffee, as it was the only drug available.

Creative thinking is not valued. Instead, you just need to Google “world’s best example of…” and then copy the ideas for your client or your brand. The result of following the “God called Google” has been a devaluing of creative talent.

And while BIG DATA is the latest trend, most marketers and their media agencies don’t analyse data. They don’t know what works and what doesn’t. They talk about data and even produce spreadsheets, but they don’t study the data to gain knowledge. Instead, they worship at the social altar of “likes” and “followers” and some nebulous term called “engagement”.

The digital channels allow you to predict the future, so you can make more money, or earn the same amount for a lower spend. They put more knowledge in the palm of marketer’s hands than any other channel. Yet nobody seems to care.

Though here’s what some major advertisers say about social channels after analysing them:

Unilever has said its social media results are about 50% as good as traditional POS advertising and other retail promotions. While Coca Cola ran its usual metrics through its social media and saw no difference in sales as a result of social content. Westfield shopping centres stopped social media advertising, as results and research revealed its customers preferred printed catalogues.

As Bob Hoffman published recently: in a study by the American Marketing Association, Deloitte and Duke University, more than 88% of marketers surveyed said they could find no measurable impact from social media marketing. While Forrester Research reported that only 0.07% of one major brand’s Facebook followers ever engage with one of its posts.

It can probably be best summed up by Coca Cola’s Head of Global Marketing, Marcos de Quinto who said; “Social media is the strategy for those who don’t have a… digital strategy.”

Yet in a recent industry debate with Mark Ritson about social media, Adam Ferrier, one of Australia’s brightest advertising talents, said “…These other two businesses – Uber and Airbnb – would not exist without social media.” I can only assume he said it because he was forced to support his side of the debate, as nothing could be further from the truth.

Uber has mainly used traditional public relations in mainstream media, plus social media to create awareness. Though as revealed here, Uber’s secret new business tool is good old-fashioned print. While Airbnb is a major user of TV advertising, email, network marketing, print and most recently talk-back radio targeting pensioners. The radio ads use pensioners to encourage other pensioners to top up their pensions by becoming an Airbnb host – strangely it says nothing about tax implications? Just as Airbnb pays no tax in our country.

So Uber and Airbnb cannot exist without analogue channels. Social channels are just a sideshow in the scheme of things.

Rumour has it, Unilever is removing the term “digital” from all marketing job titles, as they’ve finally woken up to the fact the job functions are about marketing, not about channels. After all, nobody ever called themselves a “Male Urinal Advertising Manager” just because they placed ads in the specialist channel of troughs in public and commercial toilets used by men. If you’re female and confused, ask a male colleague.

Smart marketers are realising that just sticking solely with digital marketing channels is more often than not, a mistake. For the best results, you need to promote across numerous proven channels, and run tests to determine the best ROI – just as marketers did prior to the internet.

Have to go now and prepare to teach young university marketing students. Might recommend they look for an internship at Long Bay Correctional Centre if they want a successful career…

 

Let’s connect https://www.linkedin.com/in/malcolmauld/

The Daily Mail’s ironic typo about retail store Typo…

29 Tuesday Nov 2016

Posted by in Content Marketing, Copywriting, Digital, Digital marketing, Marketing, Marketing Automation

≈ 6 Comments

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If you ever needed more evidence of the disease being spread by the content marketers, just read a typical content marketer’s content or “curated” online publication.

The mistake these cyber-hustlers perpetuate is summed up by this phrase “I type, therefore I am….a copywriter”. The “experts” peddling content marketing claim “everybody writes”. Well sorry to state the obvious, but it’s simply not true.

Everybody types, but not everybody writes.

Here’s a headline running today, in the curated online “news” site The Daily Mail.

Parents ‘disgusted’ after finding swear words on books candles and beach towels in popular stationary shop on display in front of children

typo-2

typo

I’m no grammar dude, but any primary school child knows the word stationary means “standing still, not moving”. Just like the brain of the article’s author.

Anything referring to writing materials, books, pens etc is known as “stationery“. The easy way to remember it is “e for envelope”.

Here’s a clanger by BigW – sent to me by a colleague who wants anonymity. And the company wonders why it’s standing still in terms of growth?

bigw

And here’s another typo I noticed in the Qantas magazine last week.

epson

The subhead says “Epson have it in the bag“.

The last time I looked Epson was singular, while have is plural – in layman’s terms.

The subhead should read: “Epson has it in the bag”.

Mistakes like this are everywhere. An application I read for a marketing role requiring writing skills, included the following: “Unfortunately, motor accidents do happen, with thousands hospitalised in Queensland due to road traffic crashes each year.”

The subject of this sentence is “motor accidents”. How do thousands of motor accidents end up in hospital each year?

Maybe Confucius should be taught in schools? Here’s what he had to say about communication:

“If language is not correct, then what is said is not what is meant; if what is said is not what is meant, then what must be done remains undone; if this remains undone, morals and art will deteriorate; if justice goes astray, the people will stand about in helpless confusion. Hence there must be no arbitrariness in what is said. This matters above everything.”

This gives me an idea. Given the B.S. being peddled by the content marketers, maybe content marketing should be rebranded. Just call it “helpless confusion” as that’s how it makes most intelligent marketers feel…

How low can marketers go…

07 Monday Nov 2016

Posted by in Branding, Content Marketing, Digital, Digital marketing, Direct Marketing, Marketing, Media, Social Media, social selling, Thought Leadership

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As those who work in the marketing industry know, it is in dire need of good publicity. What’s the adage about a cobbler’s shoes always in need of repair?

We’re ranked at the bottom of the list of the most trusted professions, if we make the list at all. And the recent outing of long-suspected shonky media buying agencies, has only served to confirm what the general public perceive. I’ll have more on the media buying dishonesty soon.

want-to-buy-some-used-ads

One of the reasons I’ve not posted here for a couple of months, is that I’ve been tutoring on advertising to 150 university students – in the first and final years of their degrees. To put it in perspective, I’ve read and marked 350+ assignments and presentations submitted by enthusiastic young people wanting a career in our industry.

It gave me some time to reflect and I’m a tad concerned for their future, as I’m not sure how valuable their degrees will be if they want an honest career. Here’s why:

In 1994 I ran my first e-marketing seminar, including some guest speakers from different organisations. Little did I realise at the time, how indicative it was of the industry that was to evolve to the ‘digital marketing’ one we know today.

There was a presentation from a new joint venture called NineMSN. It was between Microsoft and the owners of a television network. A lady whom I knew from the marketing industry was suddenly their e-marketing expert, despite having no expertise. Mind you, nobody had any expertise. The presentation was slick and full of graphics, charts and outlandish predictions about the information superhighway – remember those buzzwords?

Because the industry was still in gestation, the audience of marketers was extremely sceptical towards her claims – much like today’s worried marketers and business owners are about social media and content marketing.

witelie

Trust me I work in digital marketing…

 

 

 

 

 

 

 

The most powerful presentation came from an email supplier who used a whiteboard to draw a diagram of how the internet worked and how computers connected to each other. He explained what it meant and the potential for what it meant. The audience lapped it up.

And the rest as they say, is history. A whole industry was spawned. The “how to be an instant digital marketing expert” industry. Anyone can be one – just use some digi-buzzwords, imply secret knowledge, claim all things that always worked no longer do and you’re away. Even better if you publish a book denouncing all things common sense and praising unproven new marketing secrets.

Or better still, just announce “I am a digital marketing expert” and you automatically are. No qualifications necessary. For a typical example of this faux expert, you need look no further than the latest digital flavour of the month – the alleged Content Marketing experts. They give charlatans integrity.

expert

 

 

 

 

 

If it is so easy to get away with deceit to succeed, why should anyone bother with a marketing, advertising, public relations or communications degree? If all you need to do to fake expertise is Google “world’s best <insert subject> advertisement” and copy it for your brand or client, why study at all? If you can manufacture phony credentials by paying a slave in Asia or the subcontinent, to ghost write a book for you, so you can claim to be a “thought leader” why get a degree?

The digital era has sunk the marketing industry to a new low. I’ve never known marketers to be as cynical about agencies, suppliers and alleged expertise as they have in the first fifteen years of this century.

cynicism

 

 

 

 

But I live in hope, as I suspect the digital tide is turning. There is a growing chorus of intelligent voices calling out the cyber hustlers for what they are. Marketers are realising you need to use lots of media channels and continually test lots of media channels to succeed. Those who dumped proven channels for solely digital ones, are doing U-turns and going back to their roots.

They’ve realised the various digital media are not all they’re claimed to be – results are revealing the truth. If only Australia Post had maintained its investment in direct mail, as this channel is killing it for serious marketers. And of course television is still the dominant media by massive figures.

So maybe knowing about marketing strategy, branding, the time-proven principles of creating outstanding advertising, media planning and all that tertiary-trained knowledge, gained at university, will be worth investing in for a marketing career?

It better be. I’m having a ball hanging out on campus and learning from tomorrow’s ad legends – they are enthusiastic about their future careers and I’d love them to have a worthwhile industry in which to work.

mortarboard-svg

 

 

 

 

But they have to study first. Where’s that homework file…

 

 

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Let’s connect: https://au.linkedin.com/in/malcolmauld

The four essentials to developing brilliant creative ideas – and there are only four…

03 Wednesday Aug 2016

Posted by in Advertising, Branding, Digital, Digital marketing, Marketing, Media

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I’ve lived in Melbourne twice in my life and visit most years. One thing I quickly learned was there are only four colours worn by the locals (apart from their AFL team’s). It doesn’t matter what time of year, it’s always the same four – they are:

  • Black
  • Black
  • Black
  • Black

grunge-hipster-quote

I was reminded of this when teaching the Principles of Advertising at university recently. I used an example for the students I developed years ago when training young advertising executives on the job.

There are only four essential things you need to develop brilliant creative. Without these four you will fail dismally. Yet you’d be surprised how many digi-kids don’t use them. They just use hope as a strategy for producing ideas.

So here they are dear reader – the four essentials to brilliant creative work:

  • The brief
  • The brief
  • The brief
  • The brief

Groping

Without a clear brief you are groping in the dark. You cannot work on the theory of “you’ll know it when you see it” when it comes to recognising a good idea – and usually without any connection to long term strategy or brand direction.

The obvious benefit of a written brief is that it eliminates the danger of interpretation which occurs with a verbal or no brief.

Lost+in+interpretation

Here’s another example I developed years ago for teaching briefing. I’m told it’s been used by others who also teach. Clear your mind for a few seconds. Now, what do you visualise when you read the word “rabbit?”

You obviously have an image of a rabbit in your mind’s eye? Is it white, brown, grey or chocolate? Hopping or sitting still? Nibbling on food? Being cuddled or sitting in the cross hairs of a gun sight? Maybe you’re a Monty Python fan and visualise a killer rabbit? Whatever you’re imagining, it will be very different from other people’s interpretation.

two-rabbits

A brief gives you direction. It’s your creative road map designed to save you wasting time going down dry gullies. Both David Ogilvy and his creative protege Norman Berry have been attributed to stating the creative ode: “Give me the freedom of a tight brief.”  This has nothing to do with budgie smugglers BTW.

mankini

Give me the freedom of a tight brief…

The tighter the brief the more relevant creative options you can create. Whereas a woolly brief (or no brief) sends you in too many irrelevant directions and wastes time, money and resources. That’s why a written brief, accompanied by visual stimuli remove confusion caused by interpretation.

My old boss David Ogilvy stated “search the world and steal the best.” But he meant it for inspiration, not plagiarism. Yet so many digital marketers use search engines as their creative resource. They enter “best <insert category> advertising” into Google and then copy what they can. This is not a bad idea as the starting point for inspiration, but if you don’t have a brief, how will it fit your brand? And there are limits to how often an idea or execution can be copied.

Every agency has their own version of a briefing document – if you need one, contact me and I’ll send you an example.

Then again, you could just search Google for “world’s best creative brief”…

creative brief

Hint to Telstra – Australia wants your service to work properly, Australia is not interested in your rebranding….

17 Sunday Jul 2016

Posted by in Advertising, BIG DATA, Branding, Customer Service, Digital, Digital marketing, Direct Marketing, Email marketing, Marketing, Marketing Automation

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On Friday I received an email from a computer at Telstra. It was an announcement that mainly caused me to shake my head in dismay.

The subject line reads: See our new brand before Australia does

True dear reader. Apparently rebranding is the priority of the company that specialises in regular service outages, digitally disrupting businesses from functioning, preventing kids from doing homework and generally stopping people connecting in the connected world.

Someone needs to explain to Telstra what digital disruption really means.

The disruptions have happened so often that Telstra’s compensation offer of a free data day, now falls on deaf ears. Australia (to use Telstra’s collective noun for all people and businesses in this country) is fed up – we just want our internet and phones to work. After all that’s what we pay for. Well we pay more than that – if we want Telstra to mail monthly invoices to us, because we cannot rely on their internet to deliver it by email, we have to pay north of $3 an invoice. If this was a third world country there’d be riots in the streets.

film not video

The email content states:

There is nothing more important to us than our customers, so before we share the next chapter of our brand story with the world on Sunday night, we wanted to share it with you.

On what planet do these people live? What Telstra customers have bookmarked the Telstra brand story, anxiously awaiting the next chapter for their reading pleasure? Change hands please, we customers are begging you.

The message continues with a link to a video and a subtitle “Click to watch the film“. As they say, the devil is in the details and I suspect if you click you’ll watch a video not a film.

This ignorance of small data is what Telstra is famous for, apart from digital disruptions. Here’s an email Telstra sent to me two days before Friday’s rebranding message.

The subject line reads: Malcolm, here’s a hot deal on a Samsung Galaxy S7 and Tab A 8.0

Samsung offer

Samsung 2

There’s even a free footy pass for the two codes I don’t follow – just another small data glitch…

Samsung 3

Note to Telstra: I am currently about six months into a two-year iPhone plan with you. Why would I even consider switching to a Samsung now?

The computers at Telstra must know what phone and plan I’m on – aren’t I one of those customers referred to in the rebranding message – who are supposedly more important than anything else?

This is the simplest and smallest of data – a customer’s record. How does Telstra continue to get things so wrong? Why is mediocrity such a respectable KPI at Telstra?

But hey, why get the small customer data correct when you’re doing a rebrand?

In case you are waiting with baited breath dear reader, the rebrand is all about the magic of technology. And I must say it does reflect Telstra’s technology – it magically disappears when you want to use it.

You can watch the magic of technology here, or maybe you can put the garbage out, you’re call.

As a shareholder I’m so pleased Telstra is focusing on rebranding, rather than providing a service that works when I need it to. That’s sure to keep the analysts and the customers happy.

Gotta go – need to put the garbage out.

17th century practices drive dynamic digital disruption dollars…

15 Friday Jul 2016

Posted by in Branding, Digital, Digital marketing, Direct Marketing, Marketing

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Once again this week, I saw another media article about the amazing digital disruptor, the Dollar Shaver Club. By all accounts it is a very successful company. And so it should be. It has taken a 17th century publishing model and used 21st century technology to digitally disrupt an industry. Amazing stuff.

After all, who would have thought people would order a product remotely, rather than walk into a store, and get the company to deliver the product to them by mail? This type of innovative thinking is digital dynamite.

To think that a company can completely disrupt human behaviour by applying one of the most continually successful analogue business models to a digitally-based business, well it’s just business gold.

Let’s analyse this shall we…

ANALYZE THIS, Robert De Niro, Billy Crystal, 1999. © Warner Bros.

The business model is called the subscription model and it uses a negative option offer.

A negative option purchase is one whereby the customer agrees to have goods or services provided automatically, and the customer must either pay for the service or specifically decline it in advance of invoicing.

And this may come as a surprise to some of you dear readers, but Dollar Shaver Club was not the first to offer a negative option. Strange but true.

Columbia-House-Ad1-e1451096912812

Research indicates the subscription model first started in the publishing industry in the 17th century in the UK. Over time it expanded to the US in the 19th century when chapbooks (cheaply printed paper covered books) were sold door-to-door.

Regular readers will know that door-to-door selling is now one of the primary channels for digital distruptors like Uber, Hello Fresh, et al.

door to door

As markets grew and new technology disrupted society – automobiles, telephone, courier services, faster postal services – the subscription industry boomed. By the mid 20th century you could order books, magazines, vinyl records, plates, stamps, collectibles, vitamins, cosmetics and food – all delivered to your home, using a negative option payment method.

By the end of the 20th century in addition to the items above, I’d worked with clients selling wine, nappies, car washes, food, CDs, DVDs, education, tools, newsletters, coffee and more on a negative option subscription model.

In fact, any regularly consumed item is perfect for a subscription model – as long as the cost of delivery is not prohibitive. Many business software programmes are now sold on a subscription service – including this blog platform for example.

So let’s quickly look at Dollar Shaver Club.

shaving

In Australia they provide razors for either $4, $7 or $10 per month. They mainly promote their business using the digital medium of television. You select the offer you want from the website and then keep an eye on your letterbox. Your razors arrive by post and that’s one less item you need to worry about when you go shopping. Marvelous stuff.

These digital disruptors are bloody geniuses. Who’d have thought hey?

But congratulations to the lads who built the business. They understand that technology changes – human nature doesn’t. Humans all love a bargain and as the laziest species on the planet, we love things made easier for us. Tap into those two emotional triggers and you can make money.

Seems the adage is becoming standard practice – the more things change, the more they stay the same…

So in summary, here’s the lesson: if you want to go forward in digital disruption, just look backwards…

I’m off to a meeting, better have a shower – where’s my razor?

Youi’s awesome marketing automation is still failing awesomely – even for ex-customers…

02 Thursday Jun 2016

Posted by in BIG DATA, Branding, Content Marketing, Customer Service, Digital, Digital marketing, Direct Marketing, Email marketing, Marketing, Marketing Automation, small data, social selling

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Regular readers of my musings may recall the appallingly mediocre service I received at the hands of Youi. I eventually rang them to ensure they had cancelled my policy, because they were still charging my credit card.

The lady who served me was wonderful and agreed I had received shocking service. She fully understood why I was leaving and was going to raise the issues with her supervisor. The supervisor was probably an awesome supervisor, most likely wearing lycra and a cape. After all, Youi constantly tell us how awesome they think they are.

awesome service

An awesome Youi supervisor?

At the end of the call, the customer service lady said I would receive an automated survey. I mentioned I was aware of the survey (see previous post). I explained it was designed by fools and didn’t allow me to rate individuals like her really well, as it wanted an overall rating for Youi.

She agreed the survey was badly designed and wished me luck. And you guessed it folks – the survey never arrived.

I haven’t been a Youi customer for a couple of months now. So I ask you dear reader, what do you think arrived in my inbox yesterday? Yes, that’s right, another Youi email asking me to “share my winter warmers” – as if I was still a customer. There’s even a hashtag #winterwarmers to create digi-credibility.

Here’s the first screen:

Youi 2

Malcolm, do you have a winter warmer to share?

What is going on at Youi? Why is the marketing automation so appallingly bad? They have my complaint on record, in numerous blogs, social media posts, emails, phone calls and text messages. I’ve cancelled my policy. I am an ex-customer. As John Cleese stated in the famous Monty Python dead parrot sketch; “this is an ex-parrot, he’s ceased to be”.

parrot

And I’ve ceased to be a Youi customer – yet their marketing automation technology is still sending me customer communications – I bet their digital marketers call it content marketing? Why do they accept such marketing mediocrity?

Here’s the second screen:

Youi survey 2

Even if I was a Youi customer, how am I supposed to remember the name of the person who served me, so I can mention them in my winter warmer? Certainly their CRM system wouldn’t be able to identify anyone linked to my account – that would require a simple computer system that works. And it’s pretty obvious Youi’s doesn’t – work that is.

How is it possible that I cancel my policy, have a customer service person state they are raising the reason for my cancellation with their awesome supervisor, and Youi still gets it sooo wrong?

Youi’s ridiculous tag line is “we get you”. Well they (and their marketing automation) obviously get you riled, frustrated, upset and p***d-off at the time-wasting they cause and the lack of service. Not to mention the lack of faith they create in modern data-driven automated marketing.

Worse still, even if I was a customer, they want me to go to their Facebook page and help grow Zuckerberg’s bank account, as well as influence my social feed to Youi-oriented posts for the next month. What planet is the Youi marketing team living on?

So dear reader, should I give them a red hot winter warmer and share my awesome customer experience journey? (I had to get some marketing jargon into the post) If you have a minute, please let me know your thoughts thanks.

poker

Here’s a winter warmer for you…

And if I am no longer a customer, does it mean Youi is in breach of the Privacy or Spam Act, by using my email address without my awesome permission?

Hmmm, maybe I should send an awesome complaint to the Privacy Commission – then Youi would really get me…

#youi
#winterwarmers
#awesome

Uber and other startups starting to smell a lot like 1999 – again…

01 Wednesday Jun 2016

Posted by in Advertising, Branding, Digital, Digital marketing, Direct Marketing, Marketing, Media, Sales Promotion

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I was working in New York just prior to the first dot.con collapse. I still recall the chancers and opportunists standing on street corners with suitcases full of business cards. They were literally handing them out to any random passer-by, as the primary way to get traffic to their websites. An early form of geo-targeting by the first generation of digital marketers.

business card

The activity reeked of desperation, but hey, they were heady times. Rich veins of gold were just waiting to be tapped by the dot.con zealots.

I’ve been reminded of those times again recently. It seems the street hustlers who harass you to support a charity, are now competing for sidewalk space with the latest cyber-hustlers selling online retail and App-based services.

Hello Fresh promoters are everywhere. I mentioned them in my last post – they are major users of print distributed by mail, letterbox, inserts and face-to-face (or hand-to-hand as some now call it).

hello

Interestingly, in a few short months Hello Fresh has moved from $30 off your first order to $50 off your first order. That’s not a good trend and indicates a very competitive market with too many suppliers. Watch this space for brand consolidation in the near future. Like 1999, the predictions are that some of these home delivered food brands won’t last.

hello fresh 2

Hello Fresh

And sometimes fate steps in. Just as I was finishing editing this post there was a knock at my door and a charming lady selling Hello Fresh appeared. She even agreed to a photo for my blog. I didn’t become a customer as we are well-stocked for food. But what an innovative channel – knocking on doors to sell things. Did anyone see that digital disruption coming? Well it certainly disrupted dinner.

Hello Fresh door knocker

Helpling also uses printed inserts, brochures in letterboxes and hand-to-hand via street walkers to grow its business. Like all online retailers, they use that amazing digi-breakthrough of giving away a discount with your first purchase. This is a disruptive technique used by marketers for, hmmm, since the beginning of time!

hello 2

helpling

And this week, outside a CBD train station in Sydney, an Uber street walker shoved this in my hand.

Uber 2

Uber 1

Now who in their right-digi-mind would have thought it possible?

The disruptive taxi booking service for the App generation, is resorting to handing out printed leaflets in the streets, with discount offers, to acquire new customers?

What’s really really really really old, is new again – again:)

SP_move-along

And just to clarify other digital myths doing the rounds:

  • Uber is not the world’s biggest taxi service. It’s one of the world’s biggest taxi booking services.
  • Airbnb is not the world’s biggest hotel – it’s one of the biggest accommodation booking services.

But why let the truth get in the way of a good digi-story about the disruption industry? It seems to me, the old quote applies more and more these days – “the more things change, the more they stay the same…”

Though it is ironic that by using fashionable marketing jargon like “disruptive” and disruption” I sound sooo 2016, yet these alleged disruptive brands smell like, umm well, so 1999…