building a better mousetrap, while avoiding getting trapped
TRANSCRIPT
BUILDING A BETTER MOUSETRAPEMAIL AT THE CENTER OF A CROSS-FUNCTIONAL BUSINESS
( Insert Obligatory Hero Shot Here )
ME!
MY STATS
14 / 25 / 1
AEG’S STATS
WHO IS “AEG”?
WHO IS “AEG”?
WHO IS “AEG”?
WHO IS “AEG”?
WHO IS “AEG”?
WHO IS “AEG”?
WHO IS “AEG”?
WHO IS “AEG”?
WHO IS “AEG”?
WHO IS “AEG”?
WHO IS “AEG”?
WHO IS “AEG”?
WHO IS “AEG”?
WHO IS “AEG”?
WHO IS “AEG”?
WHO IS “AEG”?
WHO IS “AEG”?
WHO IS “AEG”?
• Goldenvoice• Messina Touring Group• Marshall Arts Ltd• Concerts West• Atlanta Worldwide Touring• Winter Circle Productions• …and many more!
RUGBY
80+ BUSINESS UNITS
AEG Live – Venues / Festivals / Promoters / Regional Offices / Tours
AEG Facilities – Venues / Teams* / Sales
AEG Sports – Venues / Teams / Sales / Groups / Season Tickets
EMAIL CAMPAIGN TYPES
Weekly or Monthly Newsletter Single Event/Combo Ecard (Presale/Onsale) Upgrades / Season Tickets / Suites / VIP Special Offers / Promotions 1 Month Before “Get Ready” (buyers) Days Before “Looking Forward” (buyers) Day after “Thank You For Attending” (buyers) Surveys
EMAIL CAMPAIGN TYPES
Weekly or Monthly Newsletter Single Event/Combo Ecard (Presale/Onsale) Upgrades / Season Tickets / Suites / VIP Special Offers / Promotions 1 Month Before “Get Ready” (buyers) Days Before “Looking Forward” (buyers) Day after “Thank You For Attending” (buyers) Surveys
1B+ Sends
EMAIL CAMPAIGN TYPES
Weekly or Monthly Newsletter Single Event/Combo Ecard (Presale/Onsale) Upgrades / Season Tickets / Suites / VIP Special Offers / Promotions 1 Month Before “Get Ready” (buyers) Days Before “Looking Forward” (buyers) Day after “Thank You For Attending” (buyers) Surveys
1B+ Sends
8K+ Campaigns
EMAIL CAMPAIGN TYPES
Weekly or Monthly Newsletter Single Event/Combo Ecard (Presale/Onsale) Upgrades / Season Tickets / Suites / VIP Special Offers / Promotions 1 Month Before “Get Ready” (buyers) Days Before “Looking Forward” (buyers) Day after “Thank You For Attending” (buyers) Surveys
1B+ Sends
8K+ Campaigns
Brandcentric
EMAIL CAMPAIGN TYPES
Weekly or Monthly Newsletter Single Event/Combo Ecard (Presale/Onsale) Upgrades / Season Tickets / Suites / VIP Special Offers / Promotions 1 Month Before “Get Ready” (buyers) Days Before “Looking Forward” (buyers) Day after “Thank You For Attending” (buyers) Surveys
1B+ Sends
8K+ Campaigns
Brandcentric
Mobile-First*
EMAIL AUDIENCES LEVERAGED ACROSS ALL PLATFORMS
SocialRe-
targeting
VideoAds Apps Email
FANS
!
- JEFF BEZOS / AMAZON, OCT 2016
"ANYBODY WHO DOESN’T CHANGE THEIR MIND A LOT IS DRAMATICALLY UNDERESTIMATING THE COMPLEXITY OF THE WORLD WE LIVE IN.”
#THINKBIG AND #INNOVATE
If marketing doesn’t really understand technology — and IT doesn’t really understand marketing — then their “collaboration” can all too easily look like this:
#THINKBIG AND #INNOVATE
If marketing doesn’t really understand technology — and IT doesn’t really understand marketing — then their “collaboration” can all too easily look like this:
- Marketing asks for faster horses.
#THINKBIG AND #INNOVATE
If marketing doesn’t really understand technology — and IT doesn’t really understand marketing — then their “collaboration” can all too easily look like this:
- Marketing asks for faster horses. - IT gives them faster horses.
#THINKBIG AND #INNOVATE
If marketing doesn’t really understand technology — and IT doesn’t really understand marketing — then their “collaboration” can all too easily look like this:
- Marketing asks for faster horses. - IT gives them faster horses.
The automobile passes both of them by.
#REINVENTING IT
AEG Information Technology is now AEG Digital Services
AGE OF THE CONSUMER = MARKETING + IT
A customer-obsessed operation model demands a close partnership with the office of the CIO.
Technology has become a major aspect of marketing, whether it's through social media, hardware or software, customer portals, company websites or marketing email blasts.
Creating these unified goals helps to speed up the deployment of new technology.
THE CHALLENGESYOU’RE NOT ALONE
EMAIL MARKETING TECH STACK VARIES BY BUSINESS UNIT…Data
• Teradata• MS CRM• Red Point
Creative• Dropbox• One Drive• Bynder• External
Hard Drives• Litmus
ESPs• Salesforce• Adobe• Mail Chimp
Reporting• ESP
Platforms• Adobe
Analytics• Google
Analytics• TM One• MySQL• Tableau• ReturnPath• SurveyMonk
ey
LEVERAGING THE ELUSIVE #SINGLE CUSTOMER VIEW
“Humble” Data Quality
Siloed Departments with Siloed Teams
Inability to link disparate technologies
Our historic challenges:
#RECOGNITION CHALLENGE
#THESTRUGGLEISREAL
Top 3 Email
Marketing Challenge
s Are Ours
#DATA POLITICS
Greatest challenge to any organization is it’s own people. Fear of changeFear of being made redundant / eliminatedFear their fans’ data is going to be misused
• Identify cross-divisional committee of stakeholders.
• Include the team in the trenches as well as management.
• Start SMALL.
DIFFERENT NEEDS, ALL IN SILOS
• High Value Customer• CRM• Transactional Sends
Sales
• Fan Acquisition & Retention• Frequency / Immediacy• Marketing Sends
Marketing
• Attributes• Audience• Ads
Social
• Data PrivacyLegal
• Data Governance• Technology• Security
I.T.
• Segmentation• Predictive Modeling• Reporting
Business Intellige
nce
1. Increase engagement rates2. Increase customer acquisition3. Improve customer retention4. Improve personalization5. Increase brand awareness6. Enrich contact data quality7. Reduce marketing costs
#GOALS
#METADATA MANAGEMENT
Where it resides, and through which channels it arrived What it means, and how it should be interpreted How it relates to the rest of the ecosystem What it’s worth, and how its value can be measured Who it’s accessed and consumed by Which business processes it fuels Which governance policies it’s expected to satisfy
Without effective metadata
management, connecting data becomes brittle,
chaotic, and siloed.
Website Social Email Paid
Website App
Single Customer View
Business Intelligen
ce: Insight
Platform
Automation
Platform
Website
Social
Email Servic
e Provid
er
Apps
Push / SMS
CRM
#RESIST
But be constantly re-evaluating
#CUSTOMER FIRST + #UNIVERSAL AGREEMENT
#EXECUTIVE BUY-IN
#PHASED APPROACH
Executive Sponsors
hipProcess
Data Governan
ce & Privacy
#PHASED APPROACH
Roles, Resources, & Responsibiliti
es
Metrics & Analytics
Training & Communicati
ons
OPPORTUNITIES FOR SUCCESS
• Key digital/data staff - centralized and in the business units.
• Business-unit level investment in marketing tools and expertise to optimize use of data.
Strengths• Divisions know basic
purchase history of their customers
Opportunities• Data is the key to
effective digital marketing Implicit asset value
Weaknesses• We don’t understand
the “global” customer• Lack of visibility into,
and command of, data• Inconsistent
organizational development
• IT systems and practices• Operational practices
Threats• Legal liability• Security breach• Loss of customers due
to lack of understanding them and/or poor treatment
#Educate
#Retrain
ESTABLISHING AEG DATA APPROACH
Oversee / Facilitate data collaboration.Unbiased manager of data along an agreed set
of common data rights in line with the data principles.
Facilitate cross-unit data use for anonymized marketing purposes (marketing methods, data protection, etc.)
Ensure “good manners” and “data owner rights” are paramount in the use of data for marketing