Marshalling Mobile Marketing Resources

Josh GordonMany of you are already familiar with Knotice's Director of Strategic Services, Bryce Marshall from his acclaimed mobile marketing white paper entitled, "Making Sense of Mobile Marketing." It is recommended reading for anyone unfamiliar with how to begin thinking about mobile marketing, or how to lay out a winning strategy. Like many other marketing initiatives, the importance of developing a great strategy is the most critical element to success, and Bryce's white paper is excellent at communicating the most important strategic aspects of mobile no matter where you are in the development of your strategy.

But, white papers are not the only way to access Bryce’s expertise. He has recently been featured in three separate publications to provide perspective on other important aspects of mobile marketing, and direct digital marketing in general.

Marketing Profs recently featured a piece from Bryce on how to overcome the various difficulties inherent within marketing organizations when trying to make the cornerstone of good direct digital marketing – relevant, personalized content – more prevalent in consumer communications. He details the three primary constraints that prevent marketers from achieving real relevance in marketing, and the improved results that accompany them.

On the strictly mobile side Bryce was featured in Mobile Marketer and iMediaConnection on two separate but equally important mobile marketing fundamentals.

First, in Mobile Marketer, Bryce evaluates the various different types of mobile calls-to-action, weighing the pros and cons of several approaches. I recently wrote an article for The Lunch Pail with a survey about this very topic. Bryce takes it one step further by breaking down the various consumer value of texting a keyword to a short code, typing a mobile Web address into a mobile browser, or scanning a 2-D QR Code or MS Tag.

While understanding the right call-to-action is vital for proving the success of a mobile marketing initiative, it is also important to understand the foundation of what mobile marketing is – and what it is not. Bryce dispels one common mobile misnomer in a piece for iMediaConnection where he examines the myriad ways SMS marketing is NOT Twitter. Some marketers believe that Twitter is an effective, free alternative to good text message marketing dialogue with a target audience. Bryce explains why Twitter in place of SMS is a mobile mirage.

Do you have a topic on direct digital marketing or mobile marketing that you would like to see addressed here on The Lunch Pail? Send it our way in a comment below!

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Mobile Marketing Research Gap

Casey BartoAn exhaustive search of mobile marketing industry publications, several phone calls and emails to carriers and industry associations, and an extensive search of research reports and statistics from research firms reveals plenty of data supporting the value of mobile marketing. Reports and research on everything from the proven effectiveness of SMS to predicted app usage to the future of mCommerce to the composition of the mobile audience are available for both marketers and consumers to study.

Given the amount and variety of mobile marketing statistics available, I was surprised to learn that a significant chunk of mobile marketing data does not yet exist.

I recently researched the amount of U.S. mobile subscribers that have purchased or plan to purchase an unlimited texting plan and/or data plan. I consulted reports from several industry research firms, articles from respected publications, and even reached out to the four major wireless carriers only to find out one thing − with nearly 300 million mobile subscribers in the country, data on consumers with unlimited texting/data plans is not tracked.

I learned from Verizon Wireless that the company does not break out the data I was looking for. Inquiries into the other three major carriers yielded the same results − nothing.

Though the carriers do not have the data I was looking for, I was even more bewildered to find that research firms and industry associations also lacked these statistics. In fact, a research contact at a major industry association suggested I perform a Google search for the data I needed!

It is interesting to note, however, that there is plenty of information available on the mobile subscribers with unlimited texting or data plans in other countries.

The question begs to be answered: Why is there no data on U.S. mobile subscribers with unlimited texting or data plans?

Imagine the insight marketers and carriers could glean from the data, if it was available. Mobile campaigns can be improved, access for consumers to more information is opened up , and consumers’ relationships with providers can improve.

Filling this data gap enables marketers to build even bigger and better cases for the consumer value of mobile marketing and mCommerce on a strong foundation of quantifiable text and data plan information.

The Integration and Connection Battle

Josh GordonIntegration is one of the marketing buzzwords du jour. Most experts are imploring marketers to integrate everything to achieve dramatic improvements in message relevance, and sales. But, integration is not without difficulty. In fact, when examining the word and its context further, integration is alarming.
Integration, by definition, implies an action of bringing disparate pieces together. If I am a marketing executive at any size B2C company, the word integration is a bit scary. Integration requires connections, programming, complexity – and don’t forget money. In short, integration is wasteful. There are so many inherent challenges to get 100 specialists to coordinate messages and achieve the ultimate goal of any marketing effort, a sale. It is challenging for the marketer, and a major turn off for the consumer. When a company’s website delivers a different message than its email or mobile communications, any budding relationship that may have existed with a customer is gone.

The integration challenge becomes even greater when a product or service a company is providing requires a strong measure of relevance to maintain and grow important metrics. For example, if a company has 20 different, specific, stylized products it must be careful not to confuse any segment of the customer base. An organic food company selling vegetarian items and vegan items must be careful about the messages it sends for fear or violating not only customer trust but forcing a customer into a regrettable purchase decision solely because of poor content execution.

The same principle applies to a company like Total Nonstop Action (TNA) Wrestling, one of a handful of new Knotice customers. Their featured performer, Hulk Hogan, divides the fan base between those who love him and those who can’t stand him. Sending pro-Hulk messages to the wrong group violates a key segment’s trust, and it is difficult to earn that trust back. Of course that is one small example of how direct digital marketing works for TNA, but that same principle is applied 100-fold for TNA and any company.

When TNA Wrestling chose Knotice for its email marketing, mobile marketing, and onsite targeting, one clear message resounded – do not violate the trust of loyal fans. The value Knotice provides for TNA – and the value of direct digital marketing in general – is coordinated messages through a variety of channels. Whether the business opportunity is an upsell or loyalty preservation, relevance is key – especially when communicating over the most important digital customer touch points.

Marketers that wish to coordinate their communications across the primary direct digital marketing channels of email, Web, and mobile – like TNA Wrestling is – are not seeking integration. Rather, they are striving for connection, both between delivery channels and with their target audience. The marketing database should never be separated from content delivery. They should always be connected, and not through a loose integration between platform A and platform B. They should be connected because the usefulness of both the content and the data are entirely dependent upon each other. Lousy content renders data useless, and bad data wastes good content. True connection averts the fragmented communications that induce customer churn.

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Targeting Without Complexity

Josh GordonWithout examining the various complexities of behavioral targeting it is clear to all onlookers that it is valuable to marketers. For proof, look no further than the imbalanced attention the technologies get from various government bodies and institutions. Marketers know targeting technologies help them make money, and government regulators know that marketers may abuse the technology to suit their interests. Thus, a long-ranging battle over targeting technologies ensued.

The two different types of behavioral targeting – network-based and onsite-based – are both effective and valuable investments for the marketer. However, network-based behavioral targeting (read: affiliate marketing, etc.) comes complete with complexity and plenty of overhead.

The government, specifically the Federal Trade Commission, wants to ensure behavioral targeting does not invade the privacy of citizens. A noble effort. But, as the “online marketing” industry continues to evolve its practices – as evidenced by the new behavioral targeting icon unveiled last week – one method of targeting content to consumers is more generally acceptable by both government regulators and consumers alike.

The distinction between the two types of targeting is becoming more evident, as has been covered heavily in this space. Network-based targeting is essentially behavioral advertising while onsite-based targeting is behavioral marketing. The contrast is surprisingly lucid. For advertising, the scope is wide, encompassing the entire Internet and all of the various data collection issues that arise as a result. For marketing, the scope is far more targeted, with data and content specific only to an individual business. It is clear why marketers can employ onsite targeting technologies to boost business without difficulty, but behavioral advertisers encounter a host or rules and regulation and hoops that need to be jumped through.

While the catchall “behavioral targeting” term is used by the media and some influencers, the distinction between the two primary types of targeting will become even more apparent. Onsite targeting is largely withheld from heavy regulation and even self-imposed ones like the newly minted icon adorning many network-based programs.

Both primary forms of behavioral targeting will continue to be heavily invested in, as a new forecast from eMarketer revealed today. It is no secret that targeted content – whether it is considered advertising or marketing – helps increase revenue. The savviest marketers will likely invest in both.

When planning marketing investments it is important to understand onsite targeting is much easier to deploy and not subject to the heavy regulation that network-based targeting is. There is no need for the button, no best industry-wide mandatory principles to adopt and follow. While both methods secure a boost in revenue because of the marketing value of targeting content, investment in the path of least resistance makes the most sense.

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iPad and Direct Digital Marketing

Dutch HollisThe announcement finally came how and when it was expected. We already knew Apple would be announcing a tablet on January 27, 2010. What we could only speculate on (or hack at with Photoshop), was what it might look like. What would the details and specs be? What will it cost? And, of course, those answers came as well.
Like any much-anticipated announcement, some found the hype too much and were overcome with "so what" while the expectations of others were surpassed. The reaction in both cases might have been similar: Either, “Awesome, it’s like an iPod Touch only bigger!” or “Sigh, it’s just like an iPod Touch only bigger.”

Both of these are valid reactions depending on where you fall on the scale between Apple “fanboy” and skeptic. Another 90 days and some sales figures will tell the tale of how successful the iPad is. My guess is that it will be big… very big. Here’s why:

  • If the iPhone is any indication, there’s a market for Apple innovation
  • Pricing is right – $499 – $840 depending on features
  • While there is an AT&T data “deal,” you won’t get locked into a contract
  • It further leverages the powerhouse iTunes distribution platform and adds books to it

So the iPad is great for Apple partners and investors, but why should marketers care? The answer is simple. The primary function of the iPad is media consumption. Web, music, movies, books, games – the iPad is tuned for all of these. But it is not a productivity powerhouse in a small package. It will compete with Netbooks and other tablet computers like the one recently announced by HP. Make no mistake, the iPad is very much an iPhone/iPod Touch with a larger screen and much longer battery life.

The iPad is another goes-everywhere, have-to-have-it device with a voracious appetite for media. As the iPhone gave smartphone innovation a shot in the arm, so too will the iPad spawn a rush of products aiming to take part in an energized tablet market.

Marketers now have an audience that is always connected to a fast Internet, through a device that will present their message beautifully, at a size larger than 4-inches on a side. Direct digital marketers have more opportunities to reach the target audience with robust, relevant Web, mobile and email experiences and interactions well beyond the confines of the mobile device.

Time will tell if Apple has again changed the game. If so, I still say “game on.”

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Calling All Mobile Actions - A Survey

Josh GordonEveryone within the direct digital marketing industry is aware of the well-documented promise of mobile marketing, and the various functional definitions of it. While the various campaigns and programs possible under the umbrella of mobile marketing are enough for ten year's worth of articles, the key to success with mobile - or any type of direct digital marketing program - is the call-to-action. The moment of truth where the target audience either commits or does not.
Obviously Knotice and the contributors to The Lunch Pail all have a keen interest in how to do effective mobile calls-to-action. What makes a mobile call-to-action particularly interesting is that it is completely without standardization right now. Marketers are still in the exploratory phase of capturing consumer interest and data via a mobile device.

Several months ago (August of 2009, to be exact), we conducted an informal poll here in an attempt to determine what our readers believe to be the best possible mobile call-to-action currently available. The results were interesting. Overwhelming (47 percent of voters), receiving a URL after texting a keyword to a short code is the preference of our readers. Back in August of 2009 scanning a QR code to get content received 23 percent of the vote, tying it with the user actually hand typing a URL into a mobile Web browser address bar. Surprisingly, scanning the MS Tag – despite its excellent adoption plan and ease of use – lagged with just eight percent of the vote.

The results of this mini-survey were so interesting, in fact, that we have decided to conduct it again. Depending on the results from this round, we may even launch a more in-depth research and analysis into the topic. For now, cast your vote! What is your preferred mobile call-to-action?

Also, in case you missed reading Making Sense of Mobile Marketing from our own Bryce Marshall, I encourage you to read it. Bryce writes not only about how to properly define a mobile audience and develop mobile strategies, but he also touches on various strengths and weaknesses of these mobile calls-to-action.

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Onsite Targeting's Safe Effectiveness

Josh GordonThe debate about the value of all types of behavioral targeting continues to rage in the Beltway. One extremely interesting article published last week by ClickZ's Kate Kaye does some digging into how Capitol Hill works as it pertains to this hot issue in the online marketing space. Kaye uncovers the work being done by the Interactive Advertising Bureau to thwart legislative efforts that would do harm to the increased use of network behavioral targeting. The IAB's political action committee (PAC) is using financial and other resources to influence the debate on Capitol Hill. Kaye’s article has the details, and they are interesting details.

One important take away from this article is the continued focus of the behavioral targeting debate on network behavioral targeting.

While the differences between onsite targeting and network-level behavioral targeting have been detailed in this space before, a new twist on understanding these two different types of targeting may help further clarify the primary distinctions. Network behavioral targeting is designed to capture information about consumers on the vast World Wide Web to redirect them to a specific product or service. Onsite behavioral targeting is designed to secure the purchase or engagement once a consumer has reached a business’s website. Given that distinction, it is easy to see why network targeting is the primary subject of the privacy disputes, and onsite targeting remains a safe and effective tactic that enhances direct digital marketing.

Onsite targeting enables marketers to strike a balance between encouraging loyalty and increasing sales (with smart marketing and remarketing) and not violating a consumer’s well-deserved privacy. Reviews of various onsite targeting technologies are available, and provide better information on what makes onsite targeting so distinctive and effective. Read one in Retail Merchandiser or E-Commerce Times.

The safety and positive business impact of properly using onsite targeting strategies are self-evident. Onsite targeting is not the invasive “red flag” technology that network targeting technology is, even though industry experts and media sometimes group the two together under one umbrella definition. In reality, the two types of technology – both in their application and the outcomes they create – are very different. While network behavioral targeting requires the capture and use of data points gathered from all over the Web to work, onsite behavioral targeting is contained, controlled, and as useful to the consumer as it is to the business.

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What Direct Digital Marketing Looks Like

Josh GordonI obviously write a lot about direct digital marketing in this space, the philosophies behind it, how to properly execute various aspects of it, channel prioritization, the general approach, and how to coordinate communications to maximize results. None of those elements are difficult to understand or even intimidating. But, a picture is worth a thousand words.

As loyal readers of The Lunch Pail know, the execution of the direct digital marketing philosophy is simple. One software platform able to store and capture the necessary data to power relevant marketing communications through the primary direct digital marketing channels of email, mobile and the Web.

The above image demonstrates the functional relationship between philosophy and execution. Simply clicking content, then clicking “new” opens a window where any marketer can choose to create a new email, a new triggered email, a “live zone” of website content for onsite targeting, a content module that can be used in any channel, an entire webpage of dynamic and targeted content, landing pages, a microsite, a text message campaign, or a triggered text message campaign. One screen, endless possibilities.

Knotice is excited to announce a couple of new customer relationships this week, too. Crocs, the international designer, manufacturer, and retailer of casual footwear selected Knotice for mobile marketing. Knotice is contributing expert insight for strategy and guidance and the Concentri® Mobile software for strategy execution.

The other exciting announcement this week comes from Total Nonstop Action (TNA) Wrestling who selected Knotice for a complete direct digital marketing experience for its loyal fans and customers. TNA is using Knotice’s complete Concentri® software for its email marketing, onsite targeting, and mobile marketing, with each channel’s communications coordinated through smart data management within a universal profile management system. TNA has an incredibly passionate fan base, and maintaining relevant communications across each digital touchpoint is crucial for preserving fan interest and loyalty. TNA is truly in a position to leverage the full power of the above screenshot, able to communicate with their fans and customers in a meaningful way through a variety of digital means.

Direct digital marketing has the flexibility and power to reach and redefine goals. Companies from Texas Roadhouse to Crocs to TNA Wrestling are just beginning to unlock its ability, and their customers are in for a treat.

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Hotels are Expanding, But Must Fill Beds

Josh GordonFor folks who are not regular readers of the New York Times (and paying for being a regular reader online will soon be mandatory) an interesting story popped up about the ongoing expansion for hotels despite unfavorable economic conditions in the publication's business section on Monday from writer Jane Levere. At a time when seemingly every hotel industry analyst forecasts difficulty in maintaining current business and filling beds, "nearly 100 hotels are scheduled to open in major American cities this year" Levere reports.

Because the beginning stages of the development for these massive projects in major metropolitan areas began long before the economic crisis hit, hotel companies are doing whatever possible to complete the projects… and figure out how to fill the beds later. The belief is, of course, when the economy rebounds travel will rebound with it, increasing demand for rooms in major cities.

Basic economic principles are in play here, too. Buying while the market is down creates excellent opportunity for growth on the backend. The basic economic principles, combined with the reality that many of these projects were already in various stages of development when the economy soured, are the ingredients for hotel expansions in what appears to be a strange time for hotels to expand.

Once the hotels are complete, however, the number one problem facing hoteliers is filling beds.

Marketers for hotels must find ways to fill beds without sacrificing price. Basically, avoid buying business with extreme discounts just to keep the doors open. While the pros and cons to leveraging social marketing channels to grow revenue have already been touched on, the value of direct digital marketing is gaining momentum in hotel marketing circles.

In a piece I recently wrote for Hotel Interactive, the stark travel conditions and meager forecasts are evident. Just as evident is the value of direct digital marketing, and the opportunity for hotel marketers to use direct digital marketing to do more for less and gain previously unattainable efficiencies. The article highlights three simple, basic programs – one email, one onsite targeting program for the website, and one mobile marketing program – that hoteliers can use right now to better engage travelers and guests and increase bookings in the process. The programs are simple, and the channels are connected. The marketing programs are designed around the guest, and engage them from their first visit to the booking engine, throughout the time elapsed from the booking to the beginning of the stay, right through the express checkout using a mobile device.

While these examples are specific to the hospitality industry, the basic principles behind them are transferable to any industry. The bottom line is that direct digital marketing helps marketers do more for less – a valuable arrangement in any economy.

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The Changing Role of Mass Marketing

Josh GordonAudience is becoming an increasingly specialized term. With so many opportunities and channels for consumers to interact with media - and content specialization rampant from cable TV to the Internet - “mass” marketing is becoming a difficult and expense endeavor. "The Future of Media Measurement," a recent Forrester Research report from David Cooperstein, forecasts some changes in the way traditional media is measured, and the potential impact on marketers.
Cooperstein does an effective job at communicating the nature of the entrenched practices within television marketing measurement. Antiquated traditions must give way to modern possibilities. If page views can be measured on the Web and used to justify investment, something more stable than overnight ratings is possible on television. In fact, Cooperstein rightly predicts that measuring TV advertising should be more akin to measurement practices within interactive marketing. The key is the backend technology on how the content is distributed.

The inability to properly measure traditional marketing efforts, even as they evolve into becoming more modern in many respects, continues to underscore the importance and value of direct digital marketing. For marketers, rather than investing dollars in exploratory channel innovations where the attempt to convert for a more measurable model is in full swing, the emphasis – and investment – must be placed in measurable marketing channels where accountability is baked in and communications are direct.

The most effective mass marketing campaigns still leverage the television. But, effectiveness measurement for mass campaigns has always been difficult to grasp. Convoluted measurements that rely on indirect benchmarks are still driving the majority of marketing spend in the US.

Mass marketing is certainly not in danger of elimination. But, its role is changing. A mix of direct, conversion-oriented marketing and mass awareness marketing makes sense. However, the terms “mass” or “awareness” no longer exclude the primary direct digital marketing channels. The mobile and Web channels both have myriad awareness options, with mobile having the distinct advantage of being highly personalized.

Whether budget dollars are scarce or not – though the majority of marketers are still finding them scarce compared with five years ago – the investment must be placed where ROI is not only high, but possible to measure. The balance on the marketing scale is shifting between traditional and direct digital marketing efforts. For companies to maintain success and discuss growth, the marketing must be on the “right” side of the scale.

There is certainly much more that can and will be written about the changing role of mass marketing. So I pose the question: How do you see mass marketing changing in the next five years?

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