consumer centric in the digital age
DESCRIPTION
a guest presentation for ADMA digital marketing certificate courseTRANSCRIPT
The big switch digitally powered consumer
connections
Oh.. Hi there!
Todays topic
What does it mean to be
Consumer centric approach in the digital age?
Is this a Funny question?
Consumer insight has always been at the core of good communications. but perhaps it’s The way we engage consumers that has changed.
Customer centric is the norm
Or is it? The Communications model has evolved
Mass model Integrated model Collaborative model
Participation & interactivity powered by live insights
matching luggage More channels, more
targeted
Broadcast to many
a collaborative model says: • Attract vs Intercept – give consumers
an incentive to seek you out • Assist vs inhibit– be helpful and
engaging, create value • Affiliate vs isolate – connect
consumers to allow them to help one another
Digital is the new poster child
With digital comes… • Transformative technologies that
empower consumers • a whole world of data and fresh ways
to view, interrogate and interact with consumers
• Most importantly it presents a whole suite of new insights about behaviours through which brands can connect with audiences
At naked we believe in…
It all starts with deep insights
• Who are we addressing? • Where & when are the
consumption moments? • What alternatives are there? • Why do people do this?
behaviour change at work
Our Digital lives make identifying insights easier
Always On Technology
in everything
Mobile devices
constantly sharing our
thoughts online
Some implications for marketing
• Rise of brand community and social media {customer service to community product development}
• Growth in, and commitment to owned
channels {online ecosystems to content development}
• rise in utilities and other value add services {Horizontal service extension to personalisation and premiumisation}
The challenge for brands
There is increasingly a challenge to find ways to add value for the
consumer through whatever brand experience you offer
Digital insights can help
Social Video Mobile
Panel owned
Social: Tools
• Social listening Also Google blog search Facebook/ads Topsy Twitterstats mentionmapp.com
Social listening: adidas Our insight: we knew that each month thousands of runners were sharing their runs in social media and via fitness services and apps like #runkeeper and #mapmyrun. Our strategy: was to tune in, to listen out for these tweets and respond back to runners with personal message of motivation
Video: tools
Youtube trends dashboard Also Youtube analytics Google trends (video)
Video: Oxy
Mobile: tools
ourmobileplanet Also Nielsen technology report AIMIA AUSTRALIAN MOBILE PHONE LIFESTYLE INDEX
Mobile: renault THE insight: 76% of the core male target have got a smartphone in their pocket and are a captive audience at the f1 the strategy: develop a mobile game that emulated the experience of driving a renault rs megane – establish a leaderboard over the 3 days of the event
Consumer Panel: tools
Consumer barometer Also Nielsen answers Roy morgan
Consumer: car category THE insight: despite websites and search providing valuable inputs into the purchase decision– it’s the dealer / showroom visit that’s ultimately the most important influencer on decision implication: how can we develop online tactics that convert online research behaviours into dealer visits
Owned data: tools
Google analytics Also Hitwise Nielsen Omniture UX focus groups Facebook insights Youtube channel insights
Owned: carsales
THE insight: more than 60% of people buying new cars on carsales are also selling a vehicle on the website Implication: data analysis revealed what types of vehicle people are trading in their old cars for – this means brands can target specifically those sellers and hit them much earlier on in the process
the big switch • In the digital age we have the opportunity to
finally market with customers instead of to them
• A shift away from telling consumers ‘what to think’ to inviting them to ‘participate’
• Insights are at the heart of all the best communications work
• digital marketers are the pointy end of all this because digital experiences naturally draw consumers into action
Thanks QUESTIONS?