Mobile Marketing: Finding Your Customers No Matter Where They Are (Que Biz-Tech)

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VD There are many obvious benefits to automated attribution when it comes to analysing lots of data across multiple online and offline channels; benefits such as speed, people effort and time savings, etc. However, we recognise that fully automated attribution is a big leap for organisations in the first place. Experian Marketing Services offers a self-service tool that really focuses on ease of use. We are enabling marketers to utilise the same tool they are familiar with for marketing execution to take them a step further in the reporting and analytic arena.

Experian has a unique offering by providing years of expertise and service in combination with the automated tool providing clients the ability to utilise different methodologies in parallel as they evolve. VD We are still finding challenges around organisational silos. This is the hardest challenge to overcome because there are many factors within each organisation beyond marketing measurement that must be taken into consideration. The good news is that many marketing organisations are recognising the need to break down data silos and focus on the full customer experience and business outcome rather than performance of one marketing department over another.

Attribution can help with this. It utilises a central repository where all of the necessary data is in one location and is actionable by anyone in the organisation. Often times channel managers or business units are measured on their own key performance indicators KPIs. If we want to increase customer loyalty, then collaboration between channel managers, marketing vice presidents and Chief Marketing Officers is essential and possible. The insight that attribution data brings to organisations helps business silos work more closely together as they approach attribution, and fosters a customer-centric culture.

VD When starting a marketing attribution strategy, I always recommend starting small. Focusing on a couple of channels and delivering results will help your channel partners and manager gain confidence. It invites the opportunity for a larger discussion around more channels and strategies.

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This will build the foundation you need to add in more channels as your organisation is ready. With data and technology positioned with the customer as the central focus in a way that drives organisational change, marketers are able to realise the sought-after goal of crosschannel marketing. We define cross-channel as a marketing programme that is integrated or coordinated across two or more channels.

It means the data coming in from the integrated channels is actionable in each channel. This experience is different than a multichannel programme, which is simply a campaign that uses consistent messages in each channel. A cross-channel strategy is driven by insights derived from advanced analytics and respects the customer by meeting her where she is — not where a brand expects her to be. We have to stretch beyond that limiting structure and create a scalable customer journey framework.


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Each reader takes a different path through the novel, just as each customer takes a different path toward engagement. A framework allows you to develop a unique path for each customer, which is flexible based on the exact steps she has taken up to a decision point. Personalisation represents a great chance to create interesting and relevant interactions with the people you are trying to reach. Ninety-three percent of marketers in the Digital Marketer survey are personalising communications to some degree. As expected, basic demographic data like first name, gender or birthday is the most popular.

Surprisingly, fewer than half of respondents overall use first-party interaction data like email clicks, web browse behaviour or past purchases to personalise their communications. Retail and ecommerce marketers recognise the value in this kind of data and are 38 percent more likely than all other industries to personalise using first-party interaction data. They also over index for using loyalty programme data 36 percent and preference centre data 10 percent.

Overall, the more sophisticated data points like attitudinal or lifestyle data and third-party behavioural data are less likely to be used. Agency and marketing services and automotive marketers over index for using third party data points for personalisation. While it makes sense that financial services marketers over index for using financial data 15 percent more likely than other industries , agencies and marketing services marketers are the most likely to use financial data; they are 24 percent more likely than other industries to respond that they use financial data.

Consumer electronics were 34 percent more likely to respond that they used geo-location data than all other industries combined. Brands that employ first, second and third-party data in conjunction, and do so responsibly, will reap the rewards. However, resources to execute — be they technology, personnel or data resources — are holding marketers back. The lack of technology to execute personalisation is the leading challenge, especially in APAC, where 41 percent of marketers rank this among their top three.

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In the UK the top challenge was the ability to easily access information, something that probably stems from issues with siloed organisations. Surprisingly,the second and third biggest challenges were a shortage of data and lack of budget. However, this could be the result of UK marketers being more advanced compared to their global counterparts in terms of access to technology and an understanding of the importance of personalisation.

Actioning on the data in a timely manner and not having enough team members tie for second overall. For marketers in EMEA and South America, personnel stands out as the top challenge ranked among top three by 39 percent and 42 percent of marketers, respectively. Inaccurate data also plagues the South American marketers in our survey; 40 percent ranked it top three, making it their second biggest challenge.

This enhanced view of their customers enables them to fine-tune their marketing messages, promotions and product mix to capture their attention. Data enhancement also provides marketers with the insight they need to target prospects who look like their very best customers based on like behaviours, demographics, etc. However, like all aspects of marketing, technology and the expansion of digital media has amplified the opportunities marketers have to achieve that elusive one-toone relationship with customers.

This means you either need to become a data expert and learn how to sift through the available third-party data options, or work with a company that has the expertise and can help you reach your goals. In that sense, data education is a key factor in overcoming the challenges associated with smart data. Organisations need to know what data they have internally, what they can access from third parties and how they can use it in a compliant manner.

Additionally, marketers must achieve a basic understanding of analytics.

A Marketer’s Glossary of Personalization at Scale

As a result, data and analytics education is important for ensuring that the compliance, legal and marketing teams are all comfortable with the intended use of first- and third-party data assets. Here are some steps for ensuring your organisation is operating in a modern framework around data enhancement for segmentation and personalisation:. Audit your first-party data. If you have data residing in disparate parts of your business, employ tactics to create a single customer view.

Once you know what data you have internally, it will probably become evident that you do not know everything about your customers. Can you develop a strong customer profile with the data you have? Does your first-party data answer the business questions you need to know for segmentation and personalisation?

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For example, if you want to better optimise your spend by channel, do you know in which channels your customers are most receptive to marketing messages? Use customer insights to drive marketing campaigns and deliver relevant and engaging personalised content. Allow the data to tell the story and generate your content in line with that story.

Create a collaborative environment between your marketing and data teams. Band together to create a unified voice and customer-centric programmes. Executing personalised marketing campaigns requires technology. It touches nearly every aspect of campaign design from data enhancement to analytics, and of course media channel delivery.

Many times, technology limitations drive our data and marketing design. Instead, technology infrastructure should be driven by data and business objectives. As an industry, we need to realise that more than just data and marketing need to be aligned. Technology must be aligned as well. In order to evolve from a data-driven to an insight-driven approach, relevant behavioural data and the technology and analytics that make sense of that data are a requirement.

But what about real-time individual customer experience management and prequalified product selection?

Personalisation, like most marketing disciplines, is continuously evolving both creatively and technically. The result is a wide range of practices, from the simple and familiar to the more complex and seemingly daunting. The first stage in our personalisation spectrum is actually the absence of personalisation. Campaign-level analysis can provide insights that are subsequently fed back into the campaign optimisation loop. In seeking to treat customers as individuals — as opposed to homogenous groups with identical needs — the most basic step a marketer can take is to address them as such.

This stage can include many quick wins to enhance currently static campaigns. In Q3 , emails with personalised subject lines had 32 percent higher unique open rates versus industry benchmarks.

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Mobile Marketing: Finding Your Customers No Matter Where They Are

Other identity variables can include gender, location and age. Each of these can help you use relevant language or make basic content selection decisions. Using insight to design customer segments based on characteristics such as engagement status, propensity to purchase or membership tier takes a personalisation strategy to the next level. Though often fairly broad, segments allow you to move away from generic messages and communicate with specific groups in meaningfully different ways. Knowing the commonly held interests or needs of a segment drives more relevant dynamic content or creative.

Relevancy is not an end in itself, though. The objective is to use these relevant communications to increase efficiency, engagement and, in many cases, revenue.


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