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Tag Archives: online marketing

Ignore the Personalisation Paradox at your peril…

29 Friday Mar 2019

Posted by Malcolm Auld in Advertising, Branding, Content Marketing, Digital, Digital marketing, Direct Marketing, Email marketing, Marketing, Marketing Automation, Remarketing, retail, Sales

≈ 4 Comments

Tags

digital marketing, marketing, online marketing, remarketing, retail marketing

Personalised marketing messages have been around for centuries – think mail-order catalogues posted to individuals, using those individual’s name and address data. The personalised customer experience, including face-to-face customer service, is not new to the world.

Personalised customer experiences are not new…

But now in the digital age, we can personalise almost every communication we have with consumers. We can use names, images, facts, charts and other data linked directly to individuals, to customise our communications – be they email, landing pages, websites, ads, SMS and more.

We can go even further by using cookies to chase individuals around the web, based on their behaviour on a landing page, website, email or other digital asset. I’ve written about the remarketing problem of leaving cigarette burns on your customers before.

But here’s the rub…

When you use direct mail and write a letter to someone, it is common courtesy and good manners to personalise your letter with the correct name, address and other relevant details of your relationship with the recipient. In fact, if you don’t personalise correctly your recipients are offended or lose respect for you the writer. Your lack of good manners can damage your brand.

Dear John…

Conversely, in the digital world, the holy grail of a “seamless personalised customer experience” can be disastrous for a brand. The more a marketer uses personalisation and demonstrates they are using digital surveillance to track an individual, the more the marketer offends the individual and possibly damages their brand.

Here’s one example I’m still experiencing. In January I searched online and visited a couple of retail stores before buying some gym equipment. Almost three months later, I am still being chased around the web via remarketing, by one of the companies from which I bought some equipment and one that I didn’t buy from – I just looked at its merchandise.

I’ve written before about how this type of remarketing mistakenly tried to sell breast pumps to a granny. It seems marketers are not learning from their mistakes – which is the best way to learn.

Just because you can doesn’t mean you should

Marketers have fallen in love with technology and the various tracking tools now available to monitor customers. And it could be argued it’s costing them more in negative attitudes toward their brands and lost sales, than positive results.

After all, you don’t see a greengrocer chase a customer out the store and into the carpark, throwing a free banana and special deal through the customer’s driver-side window, just because the customer fondled the fruit but didn’t buy it?

Don’t leave, I’ll give you a free banana and a discount of you buy more now…

Marketers need to consider if the marketing tactics driven by their online surveillance tools pass the pub test. If they don’t, then don’t use them – simple.

Most marketers I’ve asked about remarketing and digital personalisation use words like “creepy”, “sleazy” and “not on” when describing how they feel as recipients of surveillance-based marketing. So why do we do it to the people who pay our salary – our customers?

Mind your manners

If you are writing directly to a customer or prospect, by all means personalise your message – be it mail, email, or even a PURL. It’s good manners to do so.

But if you are going to use surveillance-based marketing tools to “personalise the online customer experience” you need to ask yourself if it is worth doing. Would you like to be treated the way you are treating your customers? Are you practising good manners and respecting them?

The reason you consider your options is simple. The marketing industry is among the least trusted in the world. The last ten years has seen its reputation trashed by the digital marketing practitioners. Your surveillance-based marketing will only reinforce this negative attitude and reduce the effectiveness of your marketing budget.

Trust me, I’m a digital marketer…

And this is the Personalisation Paradox that marketers face. It’s a delicate balancing act and you need to take it seriously – particularly if you want your customers to take your brand seriously.

Gotta go now – I was going to search for some lingerie for my bride’s birthday, but am concerned by what might follow me around the internet afterwards. Think I’ll just visit the store at the mall instead….

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Deconstructing “Why David Ogilvy must die” – a lesson for the fake marketers…

24 Wednesday Jan 2018

Posted by Malcolm Auld in Advertising, Branding, Digital, Digital marketing, Direct Marketing, Marketing, Social Media, Thought Leadership

≈ 8 Comments

Tags

David Ogilvy, digital marketing, fake marketing, marketing, online marketing

An appalling piece of digital drivel appeared in The Drum last week. It is typical of the fake news constantly conjured by the fake marketers, those who call themselves digital marketers.

The horrible truth is that the digital marketing clerks have been manufacturing fake news since the internet was invented. They have claimed outrageously that everything has changed; there are new rules of marketing and PR; new business blueprints; and everything that has always worked in marketing, no longer does – even though it still does.

These pixel pushers provide no evidence to support their arguments, apart from platitudes about the number of people using some new social platforms. Sales and revenue are words banned from their lexicon.

In a desperate bid to try to differentiate themselves, because the majority are not experienced marketers (and deep down they know that nothing has changed, apart from technology), they have bullshitted their way into the psych of the marketing industry.

But as I wrote recently, the digital chooks are coming home to roost. Or read anything from Bob Hoffman, Mark Ritson or Drayton Bird to get a common sense perspective of the digital marketing truth.

The Drum article, which has been derided by marketers around the planet, is typical of the posturing by marketers trying to differentiate themselves in a sea of sameness. So I thought I’d deconstruct it, as it’s a great demonstration of the bollocks passing for digital marketing intelligence. My notes in blue.

Here it is:

David Ogilvy reigned as one of advertising’s kings for a chunk of the 20th century. In his time, he was probably probably the most famous copywriter in the world with copy that was at once clever and straightforward, and above all, crafted to sell products. If there were a Mount Rushmore of the advertising industry, Ogilvy’s face would be immortalized upon it. I remain in awe of his talent and a big fan. I love David Ogilvy.

That said, “David Ogilvy” must die.

I know, the king’s physical being departed this world in 1999, but the advertising principles of his era — some might call them iron clad rules — continue to drive how we practice our craft. “Your role is to sell, don’t let anything distract you from the sole purpose of advertising.”

The role of marketing is to acquire and keep customers profitably. The only way to do this is to sell stuff. The sole outcome of your marketing activity is one of these three things:

  • To acquire a new customer
  • To get them to spend more with you more often
  • To keep them spending with you as long as possible

If your marketing messages aren’t doing any of these, you’re wasting your money.

Many of these applications and concepts of this legendary time in our business have little place in 21st-century advertising and marketing. Often during my career, which began in 1985, I heard the words from clients, “I don’t care if it’s good work, I just want it to sell my product.”

Firstly – it’s not good work if it doesn’t sell. Period. Am sure there isn’t an agency in town who’d prefer a new business prospect say “good work” and never get in touch, than respond directly to the agency’s advertisement to drum up new business.

All the applications of David Ogilvy, Claude Hopkins, John Caples, Rosser Reeves, Howard Gossage, Bernbach, Burnett and more, have every place in 21st century marketing. Scientific Advertising has just about everything you need to know about online marketing and it was first published in 1923.

The new paradigm is to sell more relevantly. Here are some reasons the old ways must change:

There is no new paradigm – it’s a bullshit statement. Successful marketers have always sold with relevance, otherwise they wouldn’t get a sale. There isn’t a business on the planet that can exist without sales. Technology changes, people don’t. We still buy emotionally and justify rationally. How else can you explain Jimmy Choos!

“Selling” at all costs isn’t enough anymore. Ogilvy had one goal above all others: Sell, sell, and sell some more, his principles widely adopted across the advertising world. It’s time for brands to disconnect from the old ways and learn how to connect with people through a set of clearly communicated core beliefs and values.

People do not want to be connected with their toilet paper brand through a set of clearly communicated core beliefs and values. Well maybe this is an exception:

Ogilvy himself never had to create for the Internet, mobile devices, apps, video games or social media feeds. Because media has become so much more personal, advertising must be more nuanced. People — not consumers — want products to match their core values and beliefs. The game has changed.

David admitted both publicly and privately, that the secret weapon in his success to grow Ogilvy & Mather was direct mail. It is one of the most personal and powerful channels. I chatted with him on this topic in two different meetings. He would have loved modern digital channels because he could use his 20th century skills to great effect.

Purpose, not just products. We live in what I call, The Belief Economy, driven mainly by millennials and iGen, which demands that brands have a defined, authentic belief system and act accordingly.

The economy is not driven by millennials and iGen – they have bugger all disposable income. The single largest group influencing the economy in the western world is still those known as baby boomers. No labelled segment gives a toss about a brand’s defined, authentic belief system. They wouldn’t even pass a test if asked to explain it.

WTF planet do you live on? More than 90% of all sales never involve the internet, they happen in store with almost no consideration whatsoever. They are mainly packaged goods and fresh food. Here’s a typical customer thought process when shopping in store or online “I need toilet paper. Do they have my favourite brand (created via TV ads selling the brand) or is another brand on sale? Oh I’ll grab that packet.”

Sustainable clothing company Patagonia has a devoted customer base, in large part because it does not adhere to the old system of advertising. In 2011, the company ran a campaign around Christmas, urging customers not to buy a specific jacket. The idea behind the “Don’t Buy This Jacket” campaign was to urge people to buy a new jacket only if they needed it. Additionally, they offered to repair people’s current jackets rather than have them thrown out. They’re still doing things like this today as evidenced by their latest campaign, “The President Stole Your Land.”

Good on Patagonia – they used a tactic and it worked. Whooppeee. Next year it will be a new tactic. Because the average tenure of a marketing manager is less than 18 months and the new manager always does something different to the previous manager. After all, that’s why they were hired.

Collaboration over consumption. The term “consumer” dehumanizes people, reducing them to faceless entities that represent nothing more than dollar signs. But today’s tools allow brands to motivate and inspire and provide an opportunity for co-creation which creates something more valuable than selling, buy-in.

Collaboration over consumption? Does anyone know what this means? Do customers call Unilever to discuss the scent additives of the soap powder they plan to buy? Ever gone shopping with kids? There’s no collaboration there. I don’t know of any tools that motivate and inspire or provide opportunity for blah, blah… buy-in.

Though come to think of it, since they were invented, ice cream parlours have let customers collaborate by choosing their own flavours. My local barista lets me tell him how I want my coffee. Even the sandwich shop lets me nominate my fillings. But this is a decades-old process. Nothing new to see here folks when it comes to collaboration or consumption.

I’d like to collaborate for vanilla thanks

What impact do brands have beyond the advertising and sale of a product? What does the brand stand for? All of these questions require careful consideration, and brands should not run from them because they can’t afford to. It’s time to lean in and give a damn.

Yes, brands do need to stand for something that resonates with their customers. Brands won’t sell otherwise. And remember in every category in the world, the number one brand is always the brand with the most customers. That is, the brand that makes the most sales.

Ogilvy famously said, “The customer is not a moron, she’s your wife.” He was trying to instill a sense of the person in the ad industry at a time when wives and moms were the gatekeepers of products that entered the household. Wives are no longer the gatekeepers. Now, everyone shops for everything all the time.

Families come in all shapes and sizes, and the same-sex revolution is changing everything up and down society. The very idea of shopping has changed. It can be done online in between completing reports at work. Or people shop in-store with online mobile comparison help — a medium that did not exist robustly even ten years ago.

Yes, Ogilvy wrote for the times. He was spot-on when he wrote it. Though he did say he would have written that phrase differently had he written the book later in his career.

Brands without a communicated set of values will be left behind as the economic buying power of Millennials and iGen continues to grow over the next 40 years. A brand’s values and impact are even more critical to iGen, and research strongly indicates both generations’ purchasing decisions are influenced by knowing what a brand stands for.

Only fake marketers think customers care about brands as much as fake marketers do. Every generation has bought brands based on what the brand stood for in terms of its positioning. It’s not something new.

Centuries before the digital revolution, Confucius said “Men’s natures are alike, it is their habits that carry them far apart.” The observation is still relevant. Technology changes, people don’t. Read The Marketer Stripped Bare, by John Hancock.

The old rules aren’t right or wrong, but some of them are growing outdated, and advertising needs to evolve alongside Millennials and iGen.

The “old rules” (read truth) apply today more than ever, as the skills of communication have been desperately lost in the age of digital marketing. The OECD Adult Literacy Study revealed roughly 82% of people struggle to comprehend basic English, so we need persuasive writing skills like never before.

After all, your marketing activity, particularly direct marketing, now known as digital marketing, is trying to get your customers to do what you want them to do, when you want them to do it. And that’s not easy. It also has no relation to technology.

“David Ogilvy” must die because the world David Ogilvy inhabited no longer exists sociologically or physically.

Never before have we needed to study the past if we want to succeed going forward. As Spanish philosopher George Santayana said, “Those who cannot remember the past are condemned to repeat it”

And if the fake marketers continue on their dishonest path, they will continue to fail the industry and themselves.

BTW, here’s an article I wrote in 2015 explaining why we still need David Ogilvy’s thinking in the digital world.

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Woolies CEO resigns, but sales are the least of their problems…

17 Wednesday Jun 2015

Posted by Malcolm Auld in Advertising, BIG DATA, Branding, Customer Service, Digital, Digital marketing, Direct Marketing, Marketing, Social Media, Telemarketing

≈ 12 Comments

Tags

advertising, B2B Marketing, branding, Coles, customer service, marketing, online marketing, social media, Woolies

Is it any wonder the Woolies head checkout operator is resigning? It was announced in the press today the CEO is falling on his sword after a deterioration in sales.

But the sales are the symptom, not the problem. You may have seen this article about a major data breach.

Apparently a human caused a computer to send an email to more than 1,000 customers – because computers don’t just send emails like this of their own accord. The problem from this simple error, is the email included an excel spread sheet with the names and email address of thousands of customers and a downloadable link to 7,941 vouchers, worth a total of $1,308,505.

If you read the article you’ll see how some customers had purchased their vouchers, but when they went to use them at the check-out, they had been cancelled by Woolworths, leaving the poor customers publicly humiliated and a tad upset.

Here’s what one customer said: “They took my money from my credit card and told me I was using stolen cards. I could not take the trolley of groceries home as I did not have enough money to pay. I tried to call Woolworths but no one picked up the phone. I have had a very very horrible day.”

To say this data breach is a disaster is an understatement. And it demonstrates how managing your small data – let alone your BIG DATA – can be very costly if you get it wrong.

It also reflects another problem of modern business. The attitude of big brands: it’s one of complete disrespect and disdain for customers. They refuse to provide humans to serve customers when those said customers require help. You’d think these brands would know a customer – those people who pay the salaries of the executives, like the CEO. Why don’t these companies get it?

customers

I was in Woolies, or was it Coles last week? I struggle to remember because they are identical in design, have the same soulless atmosphere and a complete lack of service.

I was trying to find a particular product, but couldn’t find any particular staff to help me. Like an explorer in uncharted territory, I searched aisle after aisle for someone who was obviously an employee, who could provide directions. I did find a bloke stacking bread, but he said he said he wasn’t an employee, he just put the bread on shelves. Obviously some sort of volunteer, slave, intern or work experience lad?

I tried the checkout but the queues were too clogged to attract attention. Eventually I found someone who suggested I try three quarters of the way down aisle 19 – supported by a “good luck mate” comment.

Play swap the logo

woolies 1

Woolies or Coles – they both look the same?

coles

Spot the customer service staff…

Just like real estate agents, you could swap the logos between the Woolies and Coles stores and you wouldn’t notice a difference.

The data disaster was followed closely by the Woolies Website Wreck

You can read about it here. Unlike the majority of humans, marketers get excited about marketing – which is understandable but rarely fruitful. The language gives it away. Woolies spent money telling the public how excited they were about a new website. Life must be dull in grocery land if that’s what floats your boat.

woolies FB

The problem for Woolies was the lack of response to the feedback provided by customers – despite encouraging it.

woolies FB 2

The best they could manage was to reply with a social media post:

Woolies FB 3

Worse still was the comment to the media:

“Woolworths online serves thousands of customers every day. We have been making changes to our site and gradually rolling them out across the country… these changes also mean customers pay exactly the same price in store as they do online.”

This demonstrates a complete disconnect with their customers. The problem Woolies caused, had nothing to do with cost of goods. It had everything to do with the cost of convenience – the website wasn’t working, so any convenience gained from shopping online was lost. Bugger the price of beans.

You know you’re scraping the bottom of the customer service barrel when you rely on social media for customer relations. But it’s not surprising that senior executives have been duped to rely on social media – they offer nothing else.

So many companies force you to DIY problem solve, by searching and hunting on appallingly designed websites (where ‘contact us’ is almost hidden from view). The only way you can solve a problem is submit an email form and hope you hear back in a few days.

customer service

You can never find a telephone number to contact companies at any time of day. These companies want you to do business with them 7 days a week, either in retail stores or via websites, but they don’t want to provide customer service. Or if they do provide telephone support, you have to talk to a computer, press buttons, go around in circuitous loops and eventually get put on hold for ages listening to advertisements.

So those who can be bothered start trolling on social media and marketers mistakenly believe that’s where they need to be focusing. I’ve owned a supermarket – not the size of Woolies or Coles – but the principles for serving your customers do not involve remote random social media posts.

'Your call is important to us...but not important encough for us to hire additional staff to talk to you.'

Maybe Woolies and Coles should just merge and become Coolies? It’s a rude and disparaging term for cheap labour. But given both stores are too cheap to provide labour to serve customers, neither give you a discount for self-serve checkout and all their ads brag about how cheap they are, it seems quite appropriate.

Gotta go – need to do the week’s grocery shopping. Online or in-store? I think I’ll support small business…

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Those two marketers walk into a bar and laugh at BIG DATA…

05 Friday Jun 2015

Posted by Malcolm Auld in BIG DATA, Branding, Digital, Digital marketing, Marketing

≈ Leave a comment

Tags

ADMA, BIG data, data scientist, database, digital marketing, online marketing

Apparently all the published commentary about BIG DATA quadruples every six months. Which is weird because most companies can’t control their small data let alone the big stuff.

And as a wise person once said – “there are two types of people in the world“:

  • Those who believe in BIG DATA and
  • Those who couldn’t care a flying kilobyte about it

AAEAAQAAAAAAAAB3AAAAJDczODMyMzY2LTFlNTktNDBiNy05NmY1LWZmNjMxMTIxNDk4ZQ

nobody-cares

my_big_data_is_bigger_than_yours_mousepad

security5

Big-Data-Piada10

images

89db23fb3a6e108d139c92f9ea457c99

140428_strategery

140414b_correlation

RumRaisin1010_BigData

dilbert 1

joke

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dilbert 3

tumblr_m7z3aie2IZ1qczjobo1_1280

Big-Data-BBC-Cartoon

images 2

avagoodweegend…

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Why Amazon should buy Australia Post, or at least have an arranged marriage…

01 Monday Jun 2015

Posted by Malcolm Auld in Customer Service, Digital, Digital marketing, Direct Marketing, Marketing

≈ 3 Comments

Tags

Amazon, Australia Post, customer service, digital marketing, online marketing

If you read my blog last week about the death of pure play online retailers you’ll understand the headline above.

Amazon is bleeding money paying for free delivery of goods. And no marketer in their right mind ever gives away free delivery unless it’s a special offer.

2013-NOV-Amazon-Sad-Face-300x124

Predictions by very smart people like Scott Galloway and Mark Kolier, are that for Amazon to survive, it will have to acquire retailers with outlets spread across the country – lots of countries in fact. The cost of delivering goods is too much for them to absorb to remain profitable.

Australia Post (AP) is in dire straits. It’s stopped supporting one of the most powerful marketing channels – direct mail – to become a courier company. They let essential mail such as financial statements and invoices move to email – despite it costing businesses more than traditional mail.

So AP gave up the ghost and decided to change its tagline to pretend it was an online business. It now makes the ridiculous claim that it’s “powering online shopping” – like that’s a believable statement.

AP

We have swag, we’re now an internet company

For those who are not aware, AP is the largest retailer in Australia, in terms of the number of retail outlets – almost 7,000 stores of various types. This makes AP the perfect place to collect products bought online, particularly given AP also delivers said products to people’s homes and letterboxes.

AP outlets

AP has more than 7,000 retail outlets…

The problem of course, is AP will have to change its hours of business. Many people shop online because they work during the day and don’t have time to visit stores. They will want to collect their online orders after hours – which are the hours AP never works. Hence a little customer service conundrum.

AP could build locker networks like post boxes that customers can access after hours, but they will still need to include a layer of humans for customers to engage with if there are problems or questions. Given its trade union roots, this will be a tough challenge.

UQ16POCracow-Queensl

AP will have to change its hours of business…

Amazon needs to acquire a retailer with stores around the country. What better option than AP? Amazon’s customer service focus will ensure the retail doors are open for pick-ups at the time customers want to collect their goods. And AP will benefit from the additional business Amazon brings.

AP runs a very profitable courier service and could offer savings to Amazon in delivery costs, in addition to the benefit of the retail network.

It seems the perfect analogue-digital marriage. They could even print commemorative wedding stamps to add a little boost to the economy.

gb-queen-elizabeth-II-stamps

I’d be happy to give away the AP bride, here’s why:

I’m about to collect a parcel from the regional (not local) post office, in its business hours. I wasn’t at home when the AP courier turned up with it. Instead of leaving the parcel by the door, like the wine companies do, AP left me a notice to collect it from them. So I now have to fight traffic to a location where there is almost no available parking. It will take at least an hour just to pick up the parcel. It would have been easier to drive to the shopping centre and buy the goods at the store.

wedding_ceremony950x850

Please Amazon won’t you take this AP hand in marriage and make Australian consumers live happily ever after…

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